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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

And look, I think that in what we're doing in Sepco, right? So we're totally free right now, but I want to make sure that whatever model comes down the pipeline is that it's never just trying to sell you more. Right. I don't think you're going to build the trusted. I want to be just as excited when you stop taking something that's not working as when you're going to try something new.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And like that, that is an alignment that I just feel that kind of value driven care or outcome driven, you know, stuff in healthcare is where, you know, capitalism and health have their friction points. And so, you know, I, similar to what I think we did in music, I think we really want to do stuff innovative on that front.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And like that, that is an alignment that I just feel that kind of value driven care or outcome driven, you know, stuff in healthcare is where, you know, capitalism and health have their friction points. And so, you know, I, similar to what I think we did in music, I think we really want to do stuff innovative on that front.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And like that, that is an alignment that I just feel that kind of value driven care or outcome driven, you know, stuff in healthcare is where, you know, capitalism and health have their friction points. And so, you know, I, similar to what I think we did in music, I think we really want to do stuff innovative on that front.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Yeah. And look, we, we built that right. Like, uh, cause you do, you do lose your splice credits if you cancel, but we made, we were like, we need pause right away and you can continue to pause and pause and pause and pause as much as you want. Um, and, uh, and that was, that was important, right?

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Yeah. And look, we, we built that right. Like, uh, cause you do, you do lose your splice credits if you cancel, but we made, we were like, we need pause right away and you can continue to pause and pause and pause and pause as much as you want. Um, and, uh, and that was, that was important, right?

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Yeah. And look, we, we built that right. Like, uh, cause you do, you do lose your splice credits if you cancel, but we made, we were like, we need pause right away and you can continue to pause and pause and pause and pause as much as you want. Um, and, uh, and that was, that was important, right?

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Cause I literally, when someone says to you, they're picking between Netflix and splice this month, you just do not want to leave them hanging. And Totally.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Cause I literally, when someone says to you, they're picking between Netflix and splice this month, you just do not want to leave them hanging. And Totally.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Cause I literally, when someone says to you, they're picking between Netflix and splice this month, you just do not want to leave them hanging. And Totally.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And also, like, I think with these products in the supplement space, like, look, because customer acquisition cost is so high and because people do such a poor job of sticking to the things, whether they don't take them right or they don't see their results on the timelines they expect.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And also, like, I think with these products in the supplement space, like, look, because customer acquisition cost is so high and because people do such a poor job of sticking to the things, whether they don't take them right or they don't see their results on the timelines they expect.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And also, like, I think with these products in the supplement space, like, look, because customer acquisition cost is so high and because people do such a poor job of sticking to the things, whether they don't take them right or they don't see their results on the timelines they expect.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

People are thinking about CAC LTV ratios in like months when they really should be thinking about them in years, if not decades.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

People are thinking about CAC LTV ratios in like months when they really should be thinking about them in years, if not decades.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

People are thinking about CAC LTV ratios in like months when they really should be thinking about them in years, if not decades.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And look, business model transformations are hard, right? Even the transition for Adobe to the classic change from upfront software to Adobe Creative Cloud, it's the famous J curve, right? Which is like, you're going to lose money. for a period of time. And people might be pissed. But you're going to come out the other side, and it's going to be worth the investment.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And look, business model transformations are hard, right? Even the transition for Adobe to the classic change from upfront software to Adobe Creative Cloud, it's the famous J curve, right? Which is like, you're going to lose money. for a period of time. And people might be pissed. But you're going to come out the other side, and it's going to be worth the investment.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And look, business model transformations are hard, right? Even the transition for Adobe to the classic change from upfront software to Adobe Creative Cloud, it's the famous J curve, right? Which is like, you're going to lose money. for a period of time. And people might be pissed. But you're going to come out the other side, and it's going to be worth the investment.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And e-comm company is trying to really understand how to transform their models and maybe even lose a little bit of their margin in the short term in order to play that longer game. it's really hard for them to do. Um, and so, you know, for us, there's, there's some things we're thinking about to, to help them in that process.