Did I just open my new podcast with a mistake?

Published 2 months ago • 1 min read

I pick a fight with how we read customer feedback in the intro of my pilot Churn Flags episode:

"The SaaS playbook trained us to read feedback one way: as a feature request... But it misses what feedback is often really doing — waving a flag that something changed for your user."

And then, just a few minutes later, our guest, Paperform co-founder Diony McPherson tells me that the review that I handpicked to prove my point IS in fact a feature request.

Gulp.

Spoiler: we land on an even better story.

Hint: The thumbnail title kind of spells it out.

Get the full mistake, save story, and experiment set in our 🥁🥁🥁 first episode of Churn Flags.

I didn't see this launch for 4 months — Ep 1: The obvious product adoption win – and most SaaS brands aren't doing it

Other ideas from the episode you don't want to miss:

00:00 — The launch you missed on vacation

04:24 — How Diony killed my first diagnosis in two minutes

09:23 — The aside that flipped the episode: a whole product this power user didn't notice

19:02 — The three experiments: rename, direct, or weekly case studies

21:12 — When renaming is a real lever, and when it torches years of recognition

27:37 — The payoff: perception is static, placement is the fix

29:07 — Bonus: 2 a.m. alarms and staying close as you scale

30:45 — The instinct that never expires (grab the rubric)

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