Independence

Surviving in the muddy waters of the App Store as an indie isn’t easy.
Alice Zhao, Curtis Herbert and Daniel “Jelly” Farrelly explore what it means to
them, what they do to make it work, and how to claim your independence.

21: The Angriest Customer

Published Tuesday, 27 February, 2018

0:00 Introduction
0:24 Where do negative comments about your app come from?
7:22 Have you been able to turn around negative interactions?
13:55 What interactions have caused you to make changes?
21:27 How do you handle unhelpful reviews?
25:56 What's your process for approaching negative feedback?
34:10 Wrap-up

Download Audio (24.39MB)

Unfortunately, not every interaction you have as an indie is a positive one. Sometimes our customers run into problems, and their first instinct is to just complain; either via a negative review, an angry email, or a bad mention on social media. Alice, Curtis, and Jelly look at their own experiences and discuss how they deal with the negative stuff, with the hope that there’s something that can be gained from it.