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When My Company Botched Its New App Rollout, We Learned A Critical Lesson About How to Serve Customers. Communication is everything.

By Isabelle Kenyon

This story appears in the June 2022 issue of Entrepreneur. Subscribe »

Courtesy of Calibrate

It felt like we had done everything right. We did our research. We asked our customers what they wanted. We built what they told us. Then, on May 10, 2021, we rolled out our new product and expected a lovefest.

Instead, that rollout launched a firestorm.

And yet, what I learned from the launch set up Calibrate — my metabolic health business — for lasting success. To date, we've grown to more than 20,000 members, raised more than $125 million, and brought in $20 million in sales last year. None of it would be possible without this failure.