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RC Victorino

 

Hey — I’m RC

Brand strategist, customer experience architect, and author.

This site is home to my essays on branding, customer/user experience, tech, and culture.

The way you survey customers is wrong

This email showed up in my inbox the other day — from a SaaS company whose product I use on an ongoing freemium basis: “Hey RC, we notice you haven’t upgraded to Pro yet. Would love to know more about your reasons why. Mind taking a short survey?” Spoiler alert: I...