From the Happiness team at Automattic
Customer
experience,
from the inside
Opinionated notes on CX and support from the people behind WordPress.com, WooCommerce, Jetpack, and Tumblr — written in public, while we do the work.
Customer
experience,
from the inside
Opinionated notes on CX and support from the people behind WordPress.com, WooCommerce, Jetpack, and Tumblr — written in public, while we do the work.
Topics
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Latest
What do customers actually praise when they’re happy? We read every positive comment from the last two months.
Support teams track what goes wrong. Negative CSAT gets categories, trends, coaching conversations. Positive feedback gets noted, appreciated, maybe even celebrated, but rarely gets the same systematic attention. I wanted to know…
In: CX craft
More from the team
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Designing learner-centered documentation (Support Driven Expo 2026)
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Meet Odie
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Inside the review process of our customer satisfaction ratings
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What is a good customer experience?
In: CX-ology -
Building Happiness in public
In: CX-ology -
Meet Shohan: A day in the life of a Happiness Engineer
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Ed Thomas on fixing bugs, learning AI, and never getting bored
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The greatest job title I’ll ever have
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Creating space to flourish: Job on leading Woo Happiness
In: Leadership
