The talk is a mixture of serious and humorous advice for everyone working with a customer base.
It presents the experience of one of the world’s most successful theme companies with their userbase and customers. It shows how awesome feedback usually is and how to make the best out of it planning for future releases. But it also covers classic situations everyone doing support has already faced: customers trying to force support or feature additions through various ways and how one can deal with it.
I’ll also touches the overall process involved in learning from user feedback and how to build a community.