Robi Ganguly, founder of Apptentive (successfully sold to private equity acquired after raising only $18M), shares the hard truths behind app ratings, why NPS has become a lazy metric, and how brands like Starbucks and Nordstrom quietly turned passive users into raving fans. We unpack what actually works when trying to understand customer satisfaction — and why the next era of user feedback will be driven by AI and moments of truth, not long surveys.