Just as you can’t ask parents not to love their kids, you can’t ask passionate users not to love your product. Don’t try to destroy their passion. Instead, fill the Trust Vault and harness their passion productively.

Just because someone is loud doesn’t mean you should act on their complaints. You need to get good at identifying whom you should pay attention to. That starts with examining who is being loud. Often the loudest people don’t represent your general user base or your ideal customer profile.

customers typically won’t go out of their way to tell you if a feature is useful or helps them do a task. They treat useful features like table stakes: they expect them, so they don’t think those features are worthy of comment. As a result, it can be hard to tell whether negative feedback represents the attitudes of most users.

when assessing user feedback, it’s important to consider two key factors: (1) whether the feedback represents a significant portion (10% or more) of your user base and (2) whether the users who are giving feedback can influence the opinions of other users.

the biggest thing we learned at Reddit is that the public square is not the place to have a nuanced product discussion.

The public back-and-forths didn’t promote any clarity or alignment, largely because the incentive in the public subreddit comment thread was to win the conversation.

if you ask someone to give you their precious time and feedback and then don’t act on it, you’re actually burning more trust than if you had never asked at all. So the golden rule of feedback is this: Ask for feedback only if you’ll consider it.