Incident.io has maintained a consistent weekly update for customers since its inception, with over 200 updates published in four years. The company emphasizes the importance of this habit and how it reflects on their commitment to delivering value to customers. They follow three principles when writing changelogs: consistency (writing an update every week), human touch (avoiding automation), and focusing on last week's progress only. To keep the process light, they use Notion for drafting updates and a single Slack channel for internal communication. The changelog is tracked in a spreadsheet to monitor growth and performance. They also engage with customers by sharing changelogs in their Slack channels and tagging them against issues in Linear, ensuring seamless communication between product and commercial teams.