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Podcast: Rework
Episode:

Talk directly to your customers
Category: Business
Duration: 00:29:24
Publish Date: 2026-02-25 09:00:00
Description:

Connecting with customers is part of the job. In this episode, Jason Fried and David Heinemeier Hansson share why staying close to the people who use your product still matters, even as companies scale. They touch on writing customers directly, keeping the door open after the first reply, and why real conversations beat shouting into the social media void.

Key Takeaways

  • 00:11 – Writing customers from a real inbox
  • 05:21 – Building real relationships with the people who use your product
  • 11:34 – Keeping the line open after the first exchange
  • 14:07 – Why email still feels more personal than sliding into DMs
  • 19:29 – Getting to know who your customers actually are
  • 21:55 – Why real human connection is still the point

Links and Resources
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