Jason Cohen
@asmartbear.com
Keyword, buzzword, half-truth, adjective, hey look at me! (founder of two unicorns: http://WPEngine.com, http://SmartBear.com).
Writing for 18 years at: https://longform.asmartbear.com
Writing for 18 years at: https://longform.asmartbear.com
Yeah I'm with you on all those points.
January 13, 2026 at 2:26 AM
Yeah I'm with you on all those points.
It 𝘮𝘶𝘴𝘵 depend on that also, since they decide whether they want talk to you. 😄
Some never want a conversation, but some LOVE it, and even ask for a quarterly call.
Some never want a conversation, but some LOVE it, and even ask for a quarterly call.
January 13, 2026 at 12:18 AM
It 𝘮𝘶𝘴𝘵 depend on that also, since they decide whether they want talk to you. 😄
Some never want a conversation, but some LOVE it, and even ask for a quarterly call.
Some never want a conversation, but some LOVE it, and even ask for a quarterly call.
OK, well LMK if you want to know how we did it at both Smart Bear at WP Engine, over a combined period of 23 years and 1000s of employees.
(I do agree it gets harder as you scale, and is almost impossible to ignore if you have 3 people.)
(I do agree it gets harder as you scale, and is almost impossible to ignore if you have 3 people.)
January 13, 2026 at 12:17 AM
OK, well LMK if you want to know how we did it at both Smart Bear at WP Engine, over a combined period of 23 years and 1000s of employees.
(I do agree it gets harder as you scale, and is almost impossible to ignore if you have 3 people.)
(I do agree it gets harder as you scale, and is almost impossible to ignore if you have 3 people.)
That's fair!
Not every post can be a zinger.
Then again, I've done exactly this for 25 years with quite a bit of success, so I thought it was both good and unusual advice, just as you pointed out.
But maybe not!
Not every post can be a zinger.
Then again, I've done exactly this for 25 years with quite a bit of success, so I thought it was both good and unusual advice, just as you pointed out.
But maybe not!
January 13, 2026 at 12:15 AM
That's fair!
Not every post can be a zinger.
Then again, I've done exactly this for 25 years with quite a bit of success, so I thought it was both good and unusual advice, just as you pointed out.
But maybe not!
Not every post can be a zinger.
Then again, I've done exactly this for 25 years with quite a bit of success, so I thought it was both good and unusual advice, just as you pointed out.
But maybe not!
Yeah, when you look at my track record in business over the past 25 years, it's really pathetic. Why would I know anything about being the CEO of companies, whether small and struggling or valued at billions of dollars?
Who do you recommend I read/follow to learn about that?
Who do you recommend I read/follow to learn about that?
January 13, 2026 at 12:14 AM
Yeah, when you look at my track record in business over the past 25 years, it's really pathetic. Why would I know anything about being the CEO of companies, whether small and struggling or valued at billions of dollars?
Who do you recommend I read/follow to learn about that?
Who do you recommend I read/follow to learn about that?
Yeah, my experience as well.
January 13, 2026 at 12:13 AM
Yeah, my experience as well.
I see what you mean, and I think I agree with your general point.
Similarly, everything everyone does is "branding."
But, there's a "customer service" department distinct from other departments, so I mean those words as they are literally used to define those actions.
Similarly, everything everyone does is "branding."
But, there's a "customer service" department distinct from other departments, so I mean those words as they are literally used to define those actions.
January 12, 2026 at 11:54 PM
I see what you mean, and I think I agree with your general point.
Similarly, everything everyone does is "branding."
But, there's a "customer service" department distinct from other departments, so I mean those words as they are literally used to define those actions.
Similarly, everything everyone does is "branding."
But, there's a "customer service" department distinct from other departments, so I mean those words as they are literally used to define those actions.
Yeah! I do pity people who are in that mindset and mode all day.
I would understand if it were about e.g. important political issues, but if it's about whether you should talk to customers instead of coding all day… that's crazy to me!
I would understand if it were about e.g. important political issues, but if it's about whether you should talk to customers instead of coding all day… that's crazy to me!
January 12, 2026 at 11:52 PM
Yeah! I do pity people who are in that mindset and mode all day.
I would understand if it were about e.g. important political issues, but if it's about whether you should talk to customers instead of coding all day… that's crazy to me!
I would understand if it were about e.g. important political issues, but if it's about whether you should talk to customers instead of coding all day… that's crazy to me!
True; I suppose if sales isn't talking with customers, I can't imagine how they're doing their jobs at all. 😄
Still, "long and meaningful?" Yeah, you're right!
Still, "long and meaningful?" Yeah, you're right!
January 12, 2026 at 11:50 PM
True; I suppose if sales isn't talking with customers, I can't imagine how they're doing their jobs at all. 😄
Still, "long and meaningful?" Yeah, you're right!
Still, "long and meaningful?" Yeah, you're right!
Yeah, or in the case of social media, stay in the circle of people who actually care.
Like, if the post has 100s of likes, and someone else says "get this LinkedIn shit out of here," clearly the "100s of likes" means it's not inappropriate, but showing it to that person was a bad algorithm.
Like, if the post has 100s of likes, and someone else says "get this LinkedIn shit out of here," clearly the "100s of likes" means it's not inappropriate, but showing it to that person was a bad algorithm.
January 12, 2026 at 11:50 PM
Yeah, or in the case of social media, stay in the circle of people who actually care.
Like, if the post has 100s of likes, and someone else says "get this LinkedIn shit out of here," clearly the "100s of likes" means it's not inappropriate, but showing it to that person was a bad algorithm.
Like, if the post has 100s of likes, and someone else says "get this LinkedIn shit out of here," clearly the "100s of likes" means it's not inappropriate, but showing it to that person was a bad algorithm.
Call it about 10 times a year.
Could be riding along on calls with sales, service, or product.
Could be nothing for months but then doing a booth or attending some customer event.
The difference between that amount of exposure and zero is huge.
Maybe you haven't seen that before?
Could be riding along on calls with sales, service, or product.
Could be nothing for months but then doing a booth or attending some customer event.
The difference between that amount of exposure and zero is huge.
Maybe you haven't seen that before?
January 12, 2026 at 9:16 PM
Call it about 10 times a year.
Could be riding along on calls with sales, service, or product.
Could be nothing for months but then doing a booth or attending some customer event.
The difference between that amount of exposure and zero is huge.
Maybe you haven't seen that before?
Could be riding along on calls with sales, service, or product.
Could be nothing for months but then doing a booth or attending some customer event.
The difference between that amount of exposure and zero is huge.
Maybe you haven't seen that before?
The first sentence is:
"How often should you have a long conversation with a customer?"
And then I give three examples, none of which are customer service.
Somehow you insist that I'm "carrying on" about customer service.
😂
"How often should you have a long conversation with a customer?"
And then I give three examples, none of which are customer service.
Somehow you insist that I'm "carrying on" about customer service.
😂
January 12, 2026 at 9:16 PM
The first sentence is:
"How often should you have a long conversation with a customer?"
And then I give three examples, none of which are customer service.
Somehow you insist that I'm "carrying on" about customer service.
😂
"How often should you have a long conversation with a customer?"
And then I give three examples, none of which are customer service.
Somehow you insist that I'm "carrying on" about customer service.
😂
Again I would agree with you.
Still just observing what is true today.
I think those startups are hoping the timeline is faster, and so far it isn't, but of course that can change any time, and dramatically, as you say.
Still just observing what is true today.
I think those startups are hoping the timeline is faster, and so far it isn't, but of course that can change any time, and dramatically, as you say.
January 12, 2026 at 9:15 PM
Again I would agree with you.
Still just observing what is true today.
I think those startups are hoping the timeline is faster, and so far it isn't, but of course that can change any time, and dramatically, as you say.
Still just observing what is true today.
I think those startups are hoping the timeline is faster, and so far it isn't, but of course that can change any time, and dramatically, as you say.
So you're saying it's inappropriate for me to talk about startups on Bluesky, because it should be on LinkedIn?
January 12, 2026 at 9:14 PM
So you're saying it's inappropriate for me to talk about startups on Bluesky, because it should be on LinkedIn?
That is very common of course, but also terrible, as I think you're also saying.
All I can do is say how I think things 𝘰𝘶𝘨𝘩𝘵 to be, and what I've done personally and thus know it's at least possible.
All I can do is say how I think things 𝘰𝘶𝘨𝘩𝘵 to be, and what I've done personally and thus know it's at least possible.
January 12, 2026 at 9:13 PM
That is very common of course, but also terrible, as I think you're also saying.
All I can do is say how I think things 𝘰𝘶𝘨𝘩𝘵 to be, and what I've done personally and thus know it's at least possible.
All I can do is say how I think things 𝘰𝘶𝘨𝘩𝘵 to be, and what I've done personally and thus know it's at least possible.
"+ cust feedback"
^^^ that's what I'm referring to.
Of course, just relying on what randos happen to put in forms is not good enough. That's what I'm driving at.
^^^ that's what I'm referring to.
Of course, just relying on what randos happen to put in forms is not good enough. That's what I'm driving at.
January 12, 2026 at 9:12 PM
"+ cust feedback"
^^^ that's what I'm referring to.
Of course, just relying on what randos happen to put in forms is not good enough. That's what I'm driving at.
^^^ that's what I'm referring to.
Of course, just relying on what randos happen to put in forms is not good enough. That's what I'm driving at.
In a terrible company that is true. Perhaps most are terrible, too!
Of course, my advice is about what I believe people ought to do, not me trying to characterize the typical company.
Of course, my advice is about what I believe people ought to do, not me trying to characterize the typical company.
January 12, 2026 at 8:06 PM
In a terrible company that is true. Perhaps most are terrible, too!
Of course, my advice is about what I believe people ought to do, not me trying to characterize the typical company.
Of course, my advice is about what I believe people ought to do, not me trying to characterize the typical company.
I agree, and interestingly so do the VCs who are over-investing. See for example the 20VC episodes with Lemkin where multiple VCs agree with this.
They know, they just don't have a better way to invest… or so they believe anyway.
They know, they just don't have a better way to invest… or so they believe anyway.
January 12, 2026 at 8:05 PM
I agree, and interestingly so do the VCs who are over-investing. See for example the 20VC episodes with Lemkin where multiple VCs agree with this.
They know, they just don't have a better way to invest… or so they believe anyway.
They know, they just don't have a better way to invest… or so they believe anyway.
Still sounds like you're talking about 𝘴𝘢𝘭𝘦𝘴, in which case I 100% agree with volume it has to be low/no touch.
I'm talking about product development.
Ignoring the customers because there's a lot of them, is not how to build great products.
I'm talking about product development.
Ignoring the customers because there's a lot of them, is not how to build great products.
January 12, 2026 at 8:04 PM
Still sounds like you're talking about 𝘴𝘢𝘭𝘦𝘴, in which case I 100% agree with volume it has to be low/no touch.
I'm talking about product development.
Ignoring the customers because there's a lot of them, is not how to build great products.
I'm talking about product development.
Ignoring the customers because there's a lot of them, is not how to build great products.
Yup I agree, the fact that it's genuine means they aren't unethical, but it also means they're not grappling with reality, so most will fail.
January 12, 2026 at 8:03 PM
Yup I agree, the fact that it's genuine means they aren't unethical, but it also means they're not grappling with reality, so most will fail.
Didn't say "talk to a CEO." Said talk to a customer.
In development you definitely need to be talking to customers, otherwise how do you know what to develop?
Also said "depends on the stage."
So that's why it's an open question!
In development you definitely need to be talking to customers, otherwise how do you know what to develop?
Also said "depends on the stage."
So that's why it's an open question!
January 12, 2026 at 8:03 PM
Didn't say "talk to a CEO." Said talk to a customer.
In development you definitely need to be talking to customers, otherwise how do you know what to develop?
Also said "depends on the stage."
So that's why it's an open question!
In development you definitely need to be talking to customers, otherwise how do you know what to develop?
Also said "depends on the stage."
So that's why it's an open question!
Damn that sucks, and it's a great example.
January 12, 2026 at 8:00 PM
Damn that sucks, and it's a great example.