Re:I fear App Review is getting too powerful (2015) [pdf]
by renewiltord on Monday August 17, 2020 @03:16PM
(#24190745)
tl;dr: Only haters and lovers write you. Everyone else is indifferent. You don't care about the haters, only the lovers.
Well, that's what makes his letter interesting. There are a hundred and one people who don't like your product. There are all the undecided people and non-promoter users who won't write you about things about your product. And then there are the super-fans.
You can win over the undecided and the non-promoter users, you have the super-fans, and it'll take a lot of work to get the people who don't like you to like you, so you spend your time on the first two categories.
Given that only the last two write you, and you don't care about the last, it makes sense for the super-fans to make it clear that they're super-fans. And if a super-fan is telling you you're making things hard for them, you care.
Well, that's what makes his letter interesting. There are a hundred and one people who don't like your product. There are all the undecided people and non-promoter users who won't write you about things about your product. And then there are the super-fans.
You can win over the undecided and the non-promoter users, you have the super-fans, and it'll take a lot of work to get the people who don't like you to like you, so you spend your time on the first two categories.
Given that only the last two write you, and you don't care about the last, it makes sense for the super-fans to make it clear that they're super-fans. And if a super-fan is telling you you're making things hard for them, you care.