Talk directly to your customers

The podcast explores the value of direct customer communication, particularly in the context of Basecamp 5's upcoming release. Jason Fried shares his experience of personally emailing Basecamp customers to provide updates and solicit feedback, emphasizing the importance of a human touch in an era of increasing AI interaction. This direct engagement led to valuable insights, such as the surprising demand for voice note features, which they are now prototyping. David Heinemeier Hansson argues that direct founder-to-customer connections are a superpower, contrasting it with the diluted feedback loops in larger corporations. He connects this approach to broader societal needs for genuine human connection, referencing personal anecdotes and the importance of community for well-being.