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Lifecycle Emails Gone Awry

by Janet Choi | Reading time: about 6 minutes

Every run scored in baseball is worth one point, but not all runs are the same. An earned run occurs when the hitting team scores despite the fielding team’s best effort. An unearned run, on the other hand, is the result of an error by the defense...

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The Iceberg Theory of User Feedback

Reading time: about 8 minutes

There’s valuable feedback about your product and your business hidden beneath the surface.

Above the water sits the easily visible feedback: metrics you’re collecting in analytics tools, NPS survey responses, customer complaints, angry Twitter rants...

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