While the headline doesn't really match the article, because the article talks about surveys and not customer development, I want to point out one error I see q

While the headline doesn't really match the article, because the article talks about surveys and not customer development, I want to point out one error I see quite frequently in startups or SaaS-businesses when they talk to users. It can be summed up as: Asking the user for some sort of interaction and then failing to respond to the user's action. This can be blog posts where there's an open question at the end with the goal to engage readers and failing to answer to interesting comments. But I see it more frequently when I go for some sort of SaaS-trial, my account expires after a week or two, they ask me for feedback and since I'm not convinced of the product yet, I might give them feedback and state my concerns. That is actually the last chance for them to make me change my mind. And they miss it. They simply fail to reply or to address my concerns that I stated in my feedback. I don't have any numbers but my educated guess is that they lose quite a few customers this way. Some lost me this way and I bet there are others.