Sensible and actionable advice that many techies overlook in the desire for virality. Building long-term, personalizable relationships with customers to help them get their important jobs done -- it's a scalable and sustainable solution.

Amazing, practical advice. Segmenting users into happy and unhappy and then using that to ask for reviews is a really smart idea..

but making unhappy users happy is just as important. That second part is the creating the sustainable retention.