People love the simplicity of Medium. They write to connect with people they care about. Sometimes they're confused about how and whether to earn money.
Approach a conversation as an exercise in bubble bursting. Look for evidence that disproves your assumptions about your customers instead of confirming them.
Don't get distracted by loud people. It's so easy to only talk to your loudest and most disgruntled customers. Instead, seek out the quiet ones.
Listen and then act. If a customer tells you a bunch of things they hate about your product and you nod vehemently but then do nothing, that's almost worse than never having listened at all.
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