Customer support is sometimes an afterthought for tech product companies, but it can be one of the most important parts of user experience. Mark and Adam discuss using support as a type of user interview; how to balance long-term product vision with listening to customers; and support reputations of companies like Zappos, IBM, and Comcast. Plus: the value of transparency vs why airlines conceal flight delays.

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Show notes * Safe mode * Zappos: Deliver WOW Through Service * Front * Zendesk * triage * IBM’s legendary customer service * First Republic * Speakeasy * Comcast cares * traceroute, line test * credit card authorization and capture * Flighty * Heroku incident reponse and status page * pager rotation * Oren Teich * ARPU, Google’s ARPU