This is a really powerful tool, and we use it too with generally good results. Getting feedback is hard, and it's a good way to accomplish this, whilst making users feel good about the company and product.
That said, I do start wondering if this becomes the norm, people will see through this. I already 'feel it' when those emails arrive from the founder, or katie from <insert company here>. It's almost obvious now that these are just automated emails, and it makes it feel much less genuine. A bit like when you know how a magic trick works, it's no longer magic...
That said, I do start wondering if this becomes the norm, people will see through this. I already 'feel it' when those emails arrive from the founder, or katie from <insert company here>. It's almost obvious now that these are just automated emails, and it makes it feel much less genuine. A bit like when you know how a magic trick works, it's no longer magic...