As a technology company focused on innovation, it is addicting to hinge on every word, utterance, tweet, post, email or otherwise that even hints at feature requests. "When are you going to have X capability"? "If I want Y, how would I do that on your site?"
The numbers also line up pretty aggressively behind spending time and energy addressing anything that might lead to a "Dissatisfied Customer". No one wants a Dissatisfied Customer telling 8+ of their neighbors and thousands of their closest web acquaintances how they don't like your product or service.
So what happens to those messages, pure and uncomplicated in their origination, that say very little other than their appreciation for what you've already built? They certainly are a welcome reward for all of the hard work that goes into the building, but I wonder if they far too often fail to get the attention they deserve.
I had a chance to watch Sean Ellis' interview on Mixergy, and the piece that hit me like a ton of bricks (amongst a number of nuggets) was that it is hard to spend enough time with the customers that love us. Besides missing out on some uplifting soul food, who wouldn't like to know everything possible about:
It's pretty tough to get these answers talking to users who are looking for something you don't yet have or are having issues with what you do have. Instead, it's time to go re-read some love notes, I bet the answers have been there all along.