Why should we care about our customers' feelings?

This podcast is hosted by transistor dot f m. Hello, and welcome to Build Your SaaS. This is the behind the scenes story of building a web app in 2021. Today, I'm speaking with Michelle Hansen. She is the cofounder of Geocodio, which I think is they're doing over $1,000,000 in annual recurring revenue. But she's also the author of an incredible book called Deploy Empathy. I was one of the people who pre ordered this book, and it is really good. I highly recommend it for reasons we'll get into in this chat. So let's get right into it. Here is my conversation with Michelle Hansen. I've been trying to listen to some fairly popular personal psychology podcasts. My critique and maybe this is just me. But my critique is the the presentation is so dialed in. We all know that sleep is important for good mental functioning. But have you ever wondered, you know, that kinda tone? And for me, personally, the the reason I like podcasts is I like the kind of raw human connection. I like the raw feeling. I like to I like the the veneer of polite society to be removed. You know? I wanna hear, like, what is the what is it really like to be human? What what are people really struggling with? What's the real, you know, what's the real essence of this? That's one reason I like you and Colleen talking so much is because it's just it's two people talking who are fully themselves. You know? I've had people say to me how it feels like they're having a conversation where they're with their friends where they're just not talking back. Yeah. Like, I you know, when I when I was writing the book, there is this one phase where I interviewed, over 30 people who had been reading the rough drafts in the newsletter. Mhmm. And one person said to me, like, this is so strange to talk to you because I feel like I have been talking to you every week when I walk my dog. Like and there's a sort of this, like like, I I know the the term parasocial is used, and and I think it kind of has a negative connotation because people use it in the context of, like, celebrities and and whatnot. But, like Mhmm. I think there is a positive connotation to that, especially with, I think, COVID and and how lonely all of us are that, like, hearing two people talk to each other who enjoy talking to each other is just is just, like, so nice. Like, I was listening to a podcast the other day between it's it's like doctors and nurse practitioners talking about what it's been like to treat patients through the pandemic, and it and it was really, really heavy. But, like, the whole time, they're also, like, cracking jokes, and there's, like, Adam Sandler references. And it was like it and it was …