Under the Radar 75: Responding to Reviews
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welcome to under the radar a show about
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independent iOS app development I'm
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Marco Arment and I'm David Smith under
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the radar it's never longer than 30
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minutes so let's get started so we
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finally have the ability to respond to
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reviews in the App Store yeah waiting
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for this for a while we probably thought
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it would never come it was announced
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what about two months ago or something
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like that now we finally have it the way
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the implement of this system is actually
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pretty good you know it's pretty much
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what you would hope it would be in that
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when you respond to a review Apple
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notifies the user with an email and says
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hey the developer responded with this
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would you know click here if you'd like
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to update your review and the person you
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know so it's actually like it's a it's a
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pretty nice system all the reviews are
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in iTunes Connect you can you can you
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know you can browse all the all the
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regions and everything so I think they
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did a pretty good job with it and now
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it's I think the interesting part to
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discuss today is now that we have this
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system as developers what are the best
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ways we can actually use it you know
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what should we do what shouldn't we do
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what are the risks what's what's worth
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doing and I think there's there's a good
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approximately 30 minute discussion to be
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had there or do you think I think so
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and it's I think I would think I would
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absolutely agree with that I'm very glad
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they've done this and I think the way
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they did it works well that's you know
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it's early days still but it seems like
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it wasn't one of these things where you
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know we finally got what we were asking
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for but they did it in a way that was
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awkward or cumbersome or annoying for
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the most part like the interface and
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iTunes Connect so if you just as a in
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case your you kind of find this and you
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haven't if you go to a particular app
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you go to the activity tab and then you
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go to ratings interviews which is an
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area that has actually always been there
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or spin it for a very long time but now
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suddenly there's a reply button at the
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side of each review as well as a whole
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lot of really good filters that you can
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apply to it so you can see all your
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reviews you can see reviews that you've
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responded to reviews that you haven't
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responded to reviews that were changed
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as a result or after you responded to
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them which is also really helpful thing
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so you can get a sense of if it's
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actually working as well as filtering
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you know by different versions of the
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app or different you know
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how critical they are like if you want
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to see all your one-star reviews your
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five-star reviews it's really good solid
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like it like you would hope interface
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and I mean the only slight Neagle I have
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about it which is only really applies to
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me because I have so many apps is that I
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have to go through each app individually
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to check on the new reviews rather than
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there being a consolidated interface for
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it but that's just because I'm strange
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and have dozens of apps but otherwise
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it's it's a you know overall
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mechanically is really nice and they
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show up pretty well in the in the App
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Store I always kind of wonder how many
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people actually read the reviews in the
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App Store versus just looking at the
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star rating but you know it shows up
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that it truncates the review you
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responded to like it always does at
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about three lines and then below it it
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just says like develop a response and
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you know your response shows up right
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below there and this probably actually
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were a little pro tip that I thought of
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when I started doing my reviews response
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that it makes I think once I thought it
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was like oh of course that's where I
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because right now you probably have an
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app with you know if your fin app of any
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volume you have you know maybe a
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hundreds of reviews to look at it's like
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which one should I start looking at for
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responses and I'd the first thing I did
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is just opened the App Store go over to
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the reviews tab and see which are the
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first ones to show up in that list
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exactly because that is by far the most
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likely reviews that anyone is ever going
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to read you know it's very unlikely that
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people are going to be paging through
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all the way to the bottom of that list
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like maybe but that remembers especially
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that number one review below your star
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rating make sure that there's a good
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response to that because often that
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Ravech can often also be slightly
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critical because I think the sorting of
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that list is not chronological I think
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it's it's most helpful yeah but it's
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kind of vague like I don't I don't think
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that's purely based on like the number
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of like up votes and down votes and like
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the-- was this helpful thing I don't
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think it's only that I think there's
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other factors it's hard to tell but if
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you leave the sorting in iTunes Connect
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at the default that it loads up with
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it's that sorting so and you can always
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you know go on your phone and look at
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the app sort of to just verify that
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that's still the way it's sorted but
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yeah that because like I feel like you
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decide as you know as a way to spend
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your time and as a way to to take the
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risks which we'll talk about of this
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system you have to decide like are you
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mostly doing it to address that
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particular reviewer and to talk to them
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directly or are you mostly doing it to
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show other people who are reading the
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reviews you know your point of view on
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it or to correct falsehoods or to appear
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to be caring about your customers or
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things like that so if you're mostly
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responding to reviews like to the public
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basically in that in that latter way
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rather than to the individual reviewers
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then it makes sense to really only spend
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your time addressing a few of the top
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ones in each region because again as you
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said like they're they're probably most
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people are not going to be paging
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through you know 200 reviews of an app
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like that's you know if you're lucky
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enough to have that many it it's it's
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gonna be the top handful at most and
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after that it's severely diminishing
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returns so it doesn't make sense to
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spend a ton of time responding to every
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single review from you know the last
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four years or whatever because most
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people are never gonna see that yeah and
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I think - it's my the perspective that I
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take with these things is that these are
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marketing statements first and foremost
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they can be helpful to the person that
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I'm responding to but because this is a
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public facing this is text that is
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public facing that is on least on the
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app store page for my app which is like
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where I put all of my other marketing
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copy like it is important that I that
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these are written in such a way that
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they are you know useful and helpful to
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anybody who's trying to think about if
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they want to download my app and so
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which essentially becomes marketing and
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you can still you know write them to the
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person you just not like this has to be
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some kind of stilted a PR speak type of
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response but it's in the back of your
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mind when you're writing these reviews
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it's you know how would I write this I'm
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less writing this to this one person and
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then I am to the hopefully hundreds or
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thousands of people who might read this
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when they're browsing the city of the
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because the strange thing with reviews
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is they're very like point in time you
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know someone the Kino came you know it's
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a say that you have the classic kind of
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like the one star it's like I hated this
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app it was always useless I deleted it
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right away and they leave that as a
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review well that user is unlikely to
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come back they've deleted the app like
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you're kind of done with them you can
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still usefully write a response to that
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where you might show interest in terms
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of saying I'm so sorry you had a bad
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experience if you have any problem if
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you have specific concerns or complaints
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you know by all means email me here's my
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support address or something like that
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which is a marketing message that I'm
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engaged I'm interested I care about my
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users even if this one person had a bad
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experience which can be useful or
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someone who you know I wish it did X it
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doesn't one star and you can respond to
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the person say hey actually it does or
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that's great that's a great suggestion
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we'll see if we can work that into a
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future update maybe but whatever that is
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you're writing these with the
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expectation of you know someone is
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opening the App Store they're going to
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reviews they're reading these reviews
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especially if they're reading a negative
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review it's having a slight counterpoint
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that's right below it something that
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they can at least see a response to so
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it doesn't just stand there on its own
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as as a negative message in deciding
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which ones to respond to I've seen a lot
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of developers talk about you know on
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Twitter or on different podcasts I've
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seen a lot of people mention like the
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idea of well I don't want to like set
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the wrong expectations of my customers
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or like train people to expect certain
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things will always get responses or
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won't always get responses or whatever
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else or you know one thing you think
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about is like if you respond to every
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review that might create an incentive
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for people to one-star review you to
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just get it get your attention
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and because they know you're listening I
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think this these are all wonderful
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concepts but I think in reality this is
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out of our control because the reality
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is whatever standards that people will
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expect whatever whether people will will
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expect reviews or will expect responses
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to their reviews or not whether they
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will you know think that that reviewing
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your app or especially one star on your
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app will get your attention
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that will be decided globally like among
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the entire app store and just the people
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using it like their thoughts and you
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know the kind of norms and culture that
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comes around that whatever you do with
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your individual app is not going to
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affect that at all like it like whatever
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people will come to expect with whether
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they get responses or not and whether
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it's worth one starring and yelling at
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people or not that that's out of our
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hands that's being decided it's already
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been decided like it's that that battle
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is over people already we're using
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reviews you know angry one-star reviews
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to try to get our attention they already
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do the thing right they hold the star
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hostage and can leave it if you're lucky
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if they only hold one star hostage like
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you know that's that's out of our hands
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and so whether whether or not you
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respond to your reviews or how many of
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your reviews you respond to has nothing
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to do with what your customers expect
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from you and you are not setting their
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expectations or setting their incentives
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the entire app store is so you you
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should probably just go along with what
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people will expect to happen regardless
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of what that is yeah and I think too
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it's also important to keep in mind how
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small a proportion of your user base you
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were talking about here yeah like it is
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easy I think we can this is a part of
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why when I say like I think this is
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first and foremost a marketing thing and
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why I was really hopeful that one day we
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would be able to respond to reviews is a
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very small percentage of your users can
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have a disproportionate impact on your
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appearance in the app store you know in
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terms of I I have actually looked at
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what the numbers are but I imagine it's
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you know at least hundreds if not
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thousands to one for people who actually
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leave a review in the App Store and
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amongst those the vast majority leave
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just star ratings rather than words
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so you're ending up with you know a
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fraction of a percentage probably of
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your users that are leaving these
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leaving these written reviews that get
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responses and you know the vast majority
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of my support like my actual customer
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support is going to come through the
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support links and things within the apps
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they're not going to be coming through
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the app store and it's like my goal is
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in a weird way with the fees it's like
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they're it's like it's it's damage
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control in some ways because if someone
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writes a glowing review five stars this
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is awesome like there's nothing really
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for me to do and like at throwing in it
◼
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like thinks that's awesome like that
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feels a little weird and like empty if
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there's a five-star review that has a
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question in it answering the question
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maybe make sense you know but mostly
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what this is it's a tool for me to clear
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up misunderstandings or clear up issues
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where you know somebody is just saying
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something that's untrue or you know like
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they're missing the point or they didn't
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find the feature like it's a way for me
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to communicate not to that person I mean
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I want to tell that person but like
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that's one person out of you know out of
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thousands that I can hopefully help
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which is you know nice but it's not
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nearly as impactful as the you know
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hopefully hundreds or thousands of
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people who will come to your app store
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page and you can communicate to them
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whatever that message is and so don't
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get too stuck either on like the you
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know it's like training this individual
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person like it's such a small proportion
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of your actual users that it probably
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matters less there you know and if
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anything it's like if you want to train
◼
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your users to get in contact with you
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and they have problems or wherever that
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is it's like be responsive to your email
◼
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I suppose like and make that a place
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that people can feel like they can vent
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their you know their unease or problems
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they have in the app but like yeah don't
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wouldn't get too wrapped around the axle
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about like oh it's like it's you know
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►
trying to be clever about this it's like
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►
no just look at your reviews and see
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which ones you can add value to in
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you so much to Linode for supporting
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this show and everything i host on the
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internet so I think it probably makes
◼
►
sense now to dive into just a little bit
◼
►
of the kind of what are the good 1 good
◼
►
reviews to respond to and we sure you
◼
►
know ones that we should just let be and
◼
►
like the first ones that come to mind on
◼
►
the let it go side of things is being
◼
►
very careful to get sucked into like I
◼
►
don't know like snarkiness or people who
◼
►
are just like there's sometimes you just
◼
►
people just like writing reviews that
◼
►
are mean or angry or aren't really on
◼
►
topic and in general it's like as with
◼
►
most things on the internet like arguing
◼
►
with people on the internet is never
◼
►
really a good idea and so whenever I see
◼
►
it's probably best to be like you know
◼
►
there's not much that I could gain from
◼
►
diving into this like maybe if it was
◼
►
the number one like if it showed up at
◼
►
the test the top review in the App Store
◼
►
it might be something that would be
◼
►
worthwhile trying to kind of you know at
◼
►
least show an engagement there but you
◼
►
know trying to go back and forth with
◼
►
somebody who clearly is just kind of mad
◼
►
and was using this review as a way to
◼
►
vent that is unlikely to be productive
◼
►
whereas probably good reviews to talk
◼
►
about are ones where there's a clear
◼
►
misunderstanding your question and like
◼
►
as I've been kind of browsing a little
◼
►
bit in these these are the areas that I
◼
►
think are the best opportunities for us
◼
►
that you know it's it when you look at a
◼
►
review and someone is saying you know
◼
►
it's like I mean in some ways it's like
◼
►
the old hostage star situation where
◼
►
someone's like oh man so forced our app
◼
►
it'd be five-star if it did X and if it
◼
►
actually does do X like if it's just
◼
►
like oh sorry that was so sorry the UI
◼
►
mid you know didn't help you find the
◼
►
feature if you go to the third tab or
◼
►
you go into settings you can in turn
◼
►
that on that's a great example of a
◼
►
place that you can you know as from a
◼
►
marketing perspective that's useful
◼
►
because if someone was gonna say oh I
◼
►
was I like this app but according to
◼
►
this review it doesn't actually you know
◼
►
do this kind of feature and at O the
◼
►
developer says it does great like that's
◼
►
or even probably more over it would be
◼
►
you know because these do I think
◼
►
they're written reviews stick around
◼
►
beyond multiple versions I think I don't
◼
►
know it's and that could obviously
◼
►
change over time but right now I'm
◼
►
pretty sure I think they don't actually
◼
►
unless they're edited maybe but I'm not
◼
►
positive on that yeah but it's also
◼
►
worth clearing up to if you if someone
◼
►
had a problem that was then fixed in a
◼
►
subsequent release in general just
◼
►
saying that is probably a helpful thing
◼
►
yeah because you know in it is a funny
◼
►
thing because you you just want to find
◼
►
these places where you can have these
◼
►
positive engagements I don't think I
◼
►
mean I don't know what you think about
◼
►
this but like there's a lot of you know
◼
►
I remember people were asking initially
◼
►
or talking about it of should we respond
◼
►
to every review you know should each
◼
►
review have a response below it any geez
◼
►
that's a simple answer no
◼
►
that's really a lot of times those
◼
►
responses are just end up being like
◼
►
thank you or good point like that kind
◼
►
of response I don't think is actually
◼
►
productive that I think it just kind of
◼
►
it's distracting probably I mean maybe
◼
►
I'm wrong maybe people love you know
◼
►
we'd love to see all these little like
◼
►
you know someone says something nice
◼
►
about you and you say thank you
◼
►
like I guess that's polite that's the
◼
►
polite thing to do is to say thank you
◼
►
and someone says something nice about
◼
►
you but it seems counterproductive in a
◼
►
lot of ways I mean the main benefit in a
◼
►
weird way like and this is just the way
◼
►
my mind works I suppose is by doing that
◼
►
you aren't increasing the amount of
◼
►
space on the screen that the positive
◼
►
review took up so it emphasizes it
◼
►
slightly like if someone has a five-star
◼
►
review that's but like I just I one of
◼
►
the one of the issues is that you that
◼
►
we have here is that again what I said
◼
►
earlier like whatever most apps do or
◼
►
the most popular apps do is gonna be
◼
►
what people assume and expect I think
◼
►
one of the big problems is that most
◼
►
apps that most people actually use are
◼
►
made by big companies and the big
◼
►
companies are either going to not
◼
►
respond or they're gonna they're gonna
◼
►
have somebody whose job it is to
◼
►
basically be a can respond similar to
◼
►
like if you if you add mention on
◼
►
Twitter like some big brand like Comcast
◼
►
or whatever then they're gonna have some
◼
►
intern whose job it is to try to placate
◼
►
you with a canned response and we're
◼
►
gonna have that on the App Store reviews
◼
►
too and so if people get used to that
◼
►
anything you say in it just in like a
◼
►
general response to a positive one
◼
►
they're going to assume is not genuine
◼
►
they're going to assume that this is
◼
►
just like a form letter that you say to
◼
►
everybody which it actually might be and
◼
►
I don't think that looks good to people
◼
►
you know people see right through that
◼
►
and and again they're going to be coming
◼
►
to your app with the assumption that
◼
►
this is a can response like one of the
◼
►
one of the reviews that I gave I was
◼
►
trying to placate somebody who once
◼
►
starred me and that review showed up
◼
►
pretty high and they were complaining
◼
►
about you know just some of the some of
◼
►
the design changes I did in 3.0 and I it
◼
►
took me a while I I wrote this response
◼
►
it took probably 15 minutes to write
◼
►
even though it's like - it's like two
◼
►
that's because you know the famous thing
◼
►
like I forget my letter for being so
◼
►
long I would have written a shorter one
◼
►
but at that time like I started writing
◼
►
a whole bunch of different ways to
◼
►
address this and it took me a good 15
◼
►
minutes to come up with like the two
◼
►
sentences that I actually thought I
◼
►
should say here and it was very much it
◼
►
was like kind of a general statement of
◼
►
like you know I'm sorry this design
◼
►
isn't working for you I try to please
◼
►
many people as I can but you know
◼
►
sometimes that's not possible something
◼
►
like that and the guy edited his review
◼
►
and clearly thought that was a canned
◼
►
form response even though I had never
◼
►
written it to anybody else before it
◼
►
took me 15 minutes to compose those two
◼
►
sentences he just assumed because it
◼
►
kind of sounded like he can't response
◼
►
like I'm you know I'm sorry you know I
◼
►
couldn't couldn't help you here whatever
◼
►
else and he probably assumes that any
◼
►
response that is kind of like that on an
◼
►
after review is just a canned response
◼
►
and there's no thought behind it even
◼
►
though in this case there was tons of
◼
►
thought behind it and so you always you
◼
►
have to take that risk to like again
◼
►
like what what are people going to
◼
►
expect from the entire app store as a
◼
►
whole is going to impact the the
◼
►
assumptions they go into when they when
◼
►
they see your response and I don't think
◼
►
a a cyclic hey thanks for reviewing us
◼
►
like I don't think that is productive I
◼
►
don't think people want that and I think
◼
►
if you did that people would not receive
◼
►
it as well as you might think it might
◼
►
it might seem like overly eager or
◼
►
creepy or just kind of desperate and I I
◼
►
don't think that's a good look
◼
►
yeah and I think that's probably in
◼
►
general like I think this is an area
◼
►
where probably less is more right yeah
◼
►
it's it's it's it's one of these things
◼
►
that I think we could easily get carried
◼
►
away with using and it's like it's time
◼
►
spent that it's it's I think it's a it's
◼
►
a wonderful tool for us and there are
◼
►
areas like especially for those like the
◼
►
top those top reviews having good goodra
◼
►
answers for those like it makes a lot of
◼
►
sense but I think this very easily could
◼
►
become this rabbit hole of if trying to
◼
►
squeeze too much out of this feature is
◼
►
almost certainly going to become a
◼
►
counterproductive it's going to be
◼
►
something that is taking time away from
◼
►
the actual thing that will make your app
◼
►
a five-star app which is making your app
◼
►
you know the switching you know
◼
►
convincing one person to give you one
◼
►
more star is nice but you know making
◼
►
your app better with a new version that
◼
►
is going to address the problems that
◼
►
people are having like that's a much
◼
►
more robust and sustainable solution
◼
►
rather than getting into lots of little
◼
►
hitches with this and I mean especially
◼
►
it's one of these things that some
◼
►
people like people are writing reviews
◼
►
for very different reasons right like it
◼
►
is something that we don't control and
◼
►
especially because it's not this venue
◼
►
where it's you know this nice threaded
◼
►
conversation like you can say something
◼
►
and then they can say something and they
◼
►
know they're doing it by like updating
◼
►
their review and so you can get these
◼
►
very disjoint kind of situations if you
◼
►
go too far down that road so in general
◼
►
less is more probably and I think the
◼
►
question of how far back to go like I
◼
►
heard was on core intuition because
◼
►
Dana's gelcoat was saying that he was
◼
►
responding to reviews from like years
◼
►
ago that just kind of blows my mind it's
◼
►
like I think in general keeping this
◼
►
fairly current is something that makes
◼
►
sense that you know responding to
◼
►
reviews as they come in makes some some
◼
►
amount of sense and in this initial
◼
►
you know maybe responding or at least
◼
►
rereading in deciding if you want to
◼
►
respond to all the reviews for the
◼
►
current version seems about reasonable
◼
►
but beyond that I probably wouldn't go
◼
►
too much farther back yeah and kind of
◼
►
expanding a little bit on the on the
◼
►
less is more angle again you know keep
◼
►
in mind as you mentioned that that you
◼
►
know you're posting this response but
◼
►
then the the user who wrote the review
◼
►
is prompted and will likely edit the
◼
►
review and so you have to make sure that
◼
►
if somebody you know assuming that
◼
►
you're not going to be keeping on top of
◼
►
every single response you write to see
◼
►
if the person edited it and then see if
◼
►
you need to edit your response and
◼
►
everything like that's that's not
◼
►
productive so keep in mind though that
◼
►
your your response might not make as
◼
►
much sense if the users review is
◼
►
heavily edited after you gave the
◼
►
response and so write the responses with
◼
►
that in mind so for instance one of the
◼
►
responses I wrote and I haven't actually
◼
►
done that many of them honestly but one
◼
►
of the responses I wrote
◼
►
was one of the top reviews was asking
◼
►
about battery life saying the new
◼
►
version seemed to use more battery life
◼
►
and so in my response I didn't really
◼
►
specifically call out like you know
◼
►
anything in particular about about the
◼
►
question that was asked it was I gave a
◼
►
more kind of general response about
◼
►
battery usage in the app and I said
◼
►
basically like you know here's the kinds
◼
►
of things that make any podcast app use
◼
►
more battery power and you know and you
◼
►
know here's like playing fast using the
◼
►
screen brightness and the speaker and
◼
►
everything else and I like you know I've
◼
►
tested overcast III test overcast
◼
►
against other podcast apps and I try to
◼
►
make sure it's always comparable or
◼
►
better but if you've if you figure out
◼
►
anything else please let me know and I'm
◼
►
always trying to find out you know any
◼
►
areas I might have missed something like
◼
►
that right and so and so I gave an
◼
►
answer that no matter what the review is
◼
►
edited to that will still basically make
◼
►
sense as a standalone written piece
◼
►
there and I think it's important to do
◼
►
that because again like whatever you
◼
►
respond to the the user who wrote the
◼
►
review can then edit the review to say
◼
►
anything so if you just say like I agree
◼
►
the person can respond to the reviews
◼
►
saying this app sucks and they're the
◼
►
first review saying this app sucks and
◼
►
then your responses they're saying I
◼
►
agree like so you have to always make
◼
►
sure that you are accounting for the
◼
►
fact that the thing you're responding to
◼
►
can change at any time to say anything
◼
►
and make sure the e review still makes
◼
►
sense in that context yeah it's just
◼
►
yeah so I mean you the nice thing is an
◼
►
iTunes Connect you can sign up to get
◼
►
notifications when users change reviews
◼
►
that you responded to so at least you
◼
►
can track that down a little bit and
◼
►
there's also there's a filter in iTunes
◼
►
Connect but still like it's definitely
◼
►
good advice to keep that in mind that
◼
►
you don't control the other end of this
◼
►
and this is all in the public you know
◼
►
it's all public facing not just like on
◼
►
a public website even it's like right on
◼
►
your App Store page the last thing that
◼
►
I wanted to sort of touch on briefly I
◼
►
think is the mental health aspect of
◼
►
responding to reviews oh boy
◼
►
because and this is so it's probably
◼
►
worth saying that I'd went through and
◼
►
did a little bit of responding to
◼
►
reviews but after that initial wave of
◼
►
just like making sure I understand what
◼
►
how this process works and what it looks
◼
►
like I've you know just like I do for my
◼
►
customer support I've you know outsource
◼
►
the actual day-to-day operation of
◼
►
responding to reviews to someone else
◼
►
you know I have someone else who
◼
►
responds to my first level customer
◼
►
support and now I have someone who is
◼
►
you know a very part-time basis but is
◼
►
taking you know is responding to the
◼
►
reviews in the App Store and the main
◼
►
reason why I do that I mean it's nice
◼
►
from a you know it's from a time
◼
►
perspective it frees me up a little bit
◼
►
and so on but the main reason why I do
◼
►
that is because I find reading reviews
◼
►
of my own products can be very
◼
►
detrimental from a like motivation from
◼
►
a happiness self-worth like all kinds of
◼
►
very significant things can happen yes
◼
►
and this is one of these things what's
◼
►
so reading one really mean like pointed
◼
►
review about yourself you know Kumasi as
◼
►
always is the thing that sticks with you
◼
►
it's not the thing that you know if
◼
►
someone writes this glowing five star
◼
►
review about how much they love the app
◼
►
like that's nice and it I mean I wish it
◼
►
stuck with me more but it's almost
◼
►
always as these you know these mean
◼
►
intentionally vindictive kind of reviews
◼
►
that people will write and so that's why
◼
►
you know for me I decided you know I'm
◼
►
just in the same way that I haven't
◼
►
really been reading my App Store reviews
◼
►
very much over the last few years it's
◼
►
like I this is not a reason for me to
◼
►
get back into that game that I remember
◼
►
what that did you know cognitively to me
◼
►
and so it's like you know what I will
◼
►
just pay a little bit of money to have
◼
►
someone else to do that because for them
◼
►
it's not personal you know for them it's
◼
►
not that same thing when they're you
◼
►
know if someone's attacking the product
◼
►
that I made when it feels like they're
◼
►
attacking me whereas you know if someone
◼
►
else is it precisely more you know
◼
►
separated from that product you know
◼
►
it's it's more just a job it's a thing
◼
►
and like it's a it's a Thomas has a more
◼
►
of a comedy to it perhaps so it's you
◼
►
know it softens the blow and so just
◼
►
something to keep in mind that while
◼
►
this is a useful tool while this is
◼
►
something that I'm glad we have you know
◼
►
be careful and I really speak cognizant
◼
►
of the impact that it is having on you
◼
►
and be careful about then how you do
◼
►
that and when you went in the day you do
◼
►
that or like how you're feeling
◼
►
emotionally like this is if the
◼
►
something that you're doing and you're
◼
►
feeling really sad or down that day
◼
►
maybe don't go read your app store
◼
►
reviews like that's unlikely to make you
◼
►
feel better yeah I would say that's good
◼
►
advice in general like in general you
◼
►
don't need to read reps or reviews very
◼
►
often or very closely I think it's
◼
►
important to you know do what we said
◼
►
earlier like you know view them in the
◼
►
same way that the public views them so
◼
►
look at your store page occasionally and
◼
►
see which ones are on top and see what
◼
►
your average is and I don't think you
◼
►
need to go much further than that in
◼
►
both reading them or responding to them
◼
►
I have found the same thing that reading
◼
►
my after reviews is almost never a good
◼
►
thing for my motivation or my mental
◼
►
state and so I mostly just don't do it
◼
►
and I'm very happy not doing it and that
◼
►
will probably continue so anyway thanks
◼
►
very much for listening and we'll talk