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Steve Martocci

๐Ÿ‘ค Speaker
798 total appearances

Appearances Over Time

Podcast Appearances

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

You need to have the connection amongst the different people on your team. And so, you know, we always just make sure we get that, even if it's not the most productive session.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

You need to have the connection amongst the different people on your team. And so, you know, we always just make sure we get that, even if it's not the most productive session.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

You need to have the connection amongst the different people on your team. And so, you know, we always just make sure we get that, even if it's not the most productive session.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And then the unscripted lunches and stuff during those things, like there's something about the meetings that make people feel like they need to perform, stick to a topic. And then just having that kind of unstructured time too, of like hearing what's on someone's mind where they don't feel like they have to be on stage either. They're just talking to someone.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And then the unscripted lunches and stuff during those things, like there's something about the meetings that make people feel like they need to perform, stick to a topic. And then just having that kind of unstructured time too, of like hearing what's on someone's mind where they don't feel like they have to be on stage either. They're just talking to someone.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And then the unscripted lunches and stuff during those things, like there's something about the meetings that make people feel like they need to perform, stick to a topic. And then just having that kind of unstructured time too, of like hearing what's on someone's mind where they don't feel like they have to be on stage either. They're just talking to someone.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Yeah, and I mean, on that front too, like I'm very much someone who came up in the world of paired programming, which is literally when you're coding, two people are working on the same project together. And it's extremely intimidating at first. People are seeing typos, people are seeing you think through things in real time.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Yeah, and I mean, on that front too, like I'm very much someone who came up in the world of paired programming, which is literally when you're coding, two people are working on the same project together. And it's extremely intimidating at first. People are seeing typos, people are seeing you think through things in real time.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Yeah, and I mean, on that front too, like I'm very much someone who came up in the world of paired programming, which is literally when you're coding, two people are working on the same project together. And it's extremely intimidating at first. People are seeing typos, people are seeing you think through things in real time.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

But it is deeply, deeply liberating once you've kind of like allowed yourself to be that vulnerable with another coworker. And like you don't get blocked. You think things. You learn. You absorb. Like so much moves fast. And so we actually end up doing a lot of like live design sessions. You know, like you kind of need to be okay with being pretty exposed, I would say, at Subco.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

But it is deeply, deeply liberating once you've kind of like allowed yourself to be that vulnerable with another coworker. And like you don't get blocked. You think things. You learn. You absorb. Like so much moves fast. And so we actually end up doing a lot of like live design sessions. You know, like you kind of need to be okay with being pretty exposed, I would say, at Subco.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

But it is deeply, deeply liberating once you've kind of like allowed yourself to be that vulnerable with another coworker. And like you don't get blocked. You think things. You learn. You absorb. Like so much moves fast. And so we actually end up doing a lot of like live design sessions. You know, like you kind of need to be okay with being pretty exposed, I would say, at Subco.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And it was very like that at GroupMe. And then, you know, Splice got bigger and bigger to the point where that got harder to do. And I think one of the things I think a lot about at Subco as we scale is making sure that that kind of culturally is established early enough. I remember this day at Splice where I was interviewing like, I don't know, like two or three PM roles at the same time.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And it was very like that at GroupMe. And then, you know, Splice got bigger and bigger to the point where that got harder to do. And I think one of the things I think a lot about at Subco as we scale is making sure that that kind of culturally is established early enough. I remember this day at Splice where I was interviewing like, I don't know, like two or three PM roles at the same time.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And it was very like that at GroupMe. And then, you know, Splice got bigger and bigger to the point where that got harder to do. And I think one of the things I think a lot about at Subco as we scale is making sure that that kind of culturally is established early enough. I remember this day at Splice where I was interviewing like, I don't know, like two or three PM roles at the same time.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And it was a day that I realized I kind of like lost something a little culturally because I hadn't codified enough about like how we build software and how we kind of build together was a kind of rapid growth period. And, you know, you let the culture get away a little bit.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And it was a day that I realized I kind of like lost something a little culturally because I hadn't codified enough about like how we build software and how we kind of build together was a kind of rapid growth period. And, you know, you let the culture get away a little bit.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And it was a day that I realized I kind of like lost something a little culturally because I hadn't codified enough about like how we build software and how we kind of build together was a kind of rapid growth period. And, you know, you let the culture get away a little bit.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Yeah. I mean, at least at scale, being open enough to be honest about metrics, be honest about user feedback, you know, like use the product, things like that, that if you get to disconnect. So there's the whole like disconnect to your internal team and then there's a disconnect from the actual user base. Right.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Yeah. I mean, at least at scale, being open enough to be honest about metrics, be honest about user feedback, you know, like use the product, things like that, that if you get to disconnect. So there's the whole like disconnect to your internal team and then there's a disconnect from the actual user base. Right.