Horrific CX. I'm sure if Ghost discovered a bug causing data loss it would become an engineering priority.
From a customer's perspective this is the same thing. This shows a complete lack of empathy with what customers feel when they use your platform.
Stories like these stick with me. When I evaluate using a product, hearing about customer pain like this makes it a no go. Similarly I've told friends that I wouldn't work for a company they've applied to based on bad c-level engagement with customers.
Stuff like this spreads. If you won't fix it for your customers sake, fix it out of self interest.
From a customer's perspective this is the same thing. This shows a complete lack of empathy with what customers feel when they use your platform.
Stories like these stick with me. When I evaluate using a product, hearing about customer pain like this makes it a no go. Similarly I've told friends that I wouldn't work for a company they've applied to based on bad c-level engagement with customers.
Stuff like this spreads. If you won't fix it for your customers sake, fix it out of self interest.