From the perspective of a mobile app/game developer, I’d say developers who sell apps on the app stores aren’t so lucky. You need to respond, and resolve issues of each and every customer, otherwise get bombarded with a bunch of negative reviews from accounts of everyone they know. Just like the recent fate of TikTok app, but in a smaller scale. One time a single customer nearly took our business down by writing 1 star reviews every day for weeks about how we fucked him over with a paid app (that was $4.99) and that we were scamming because we didn’t fully refund him for the service he used for a month. The review highlights would only show his reviews so download and sale dropped, competitor ranked #1 from #2 .. and it was one hell of an experience.
One day that guy stopped rating our app, and things started getting better. Yeah, it’s a bad idea to put the fate of your business in a single app, but we were just starting out.
This happened because we kinda fired our one customer. From that day, everyone who asks for a refund even after using up the services gets a refund. Feature requests go to a voting arena; so far so good. We’re not sinking now.
One day that guy stopped rating our app, and things started getting better. Yeah, it’s a bad idea to put the fate of your business in a single app, but we were just starting out.
This happened because we kinda fired our one customer. From that day, everyone who asks for a refund even after using up the services gets a refund. Feature requests go to a voting arena; so far so good. We’re not sinking now.