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Steve Martocci

πŸ‘€ Speaker
1431 total appearances

Appearances Over Time

Podcast Appearances

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And most of the time, the good news is it's aligning with what we were, what our hypotheses was. Like right now in Supco, a lot of it's around scheduling and people wanting to take things like they're hardcore, right? They're hardcore users who are like, I don't just take something every day. I take something for once a week.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And we intentionally knew that that was going to be a limitation, but we said, let's go let the users ask for it before we overcomplicate, you know, the workflow with introducing all these extra variables and taking more time to build it. So that's a great one. That's like, okay, top of the backlog, let's work through it.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And we intentionally knew that that was going to be a limitation, but we said, let's go let the users ask for it before we overcomplicate, you know, the workflow with introducing all these extra variables and taking more time to build it. So that's a great one. That's like, okay, top of the backlog, let's work through it.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And we intentionally knew that that was going to be a limitation, but we said, let's go let the users ask for it before we overcomplicate, you know, the workflow with introducing all these extra variables and taking more time to build it. So that's a great one. That's like, okay, top of the backlog, let's work through it.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

But then, you know, some things that people might not even know they need or want, like some of our community features that are coming and things that you just kind of have to see it. So it's, it's a, it's a mix, right? It's a fine line and you only have so many resources. Prioritization is always your biggest problem in a startup. And so, so it's a, it's a dance for us.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

But then, you know, some things that people might not even know they need or want, like some of our community features that are coming and things that you just kind of have to see it. So it's, it's a, it's a mix, right? It's a fine line and you only have so many resources. Prioritization is always your biggest problem in a startup. And so, so it's a, it's a dance for us.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

But then, you know, some things that people might not even know they need or want, like some of our community features that are coming and things that you just kind of have to see it. So it's, it's a, it's a mix, right? It's a fine line and you only have so many resources. Prioritization is always your biggest problem in a startup. And so, so it's a, it's a dance for us.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

and listen but there is always some magic in what we think is right in the beginning as well that needs to be considered yeah and look i think that sometimes they also don't get to see where you're going right so you might roll something out and you know maybe the users are okay with it but they're not like super happy even like um so one of the things we did at splice with this was we had to make sure we were faster than the file system

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

and listen but there is always some magic in what we think is right in the beginning as well that needs to be considered yeah and look i think that sometimes they also don't get to see where you're going right so you might roll something out and you know maybe the users are okay with it but they're not like super happy even like um so one of the things we did at splice with this was we had to make sure we were faster than the file system

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

and listen but there is always some magic in what we think is right in the beginning as well that needs to be considered yeah and look i think that sometimes they also don't get to see where you're going right so you might roll something out and you know maybe the users are okay with it but they're not like super happy even like um so one of the things we did at splice with this was we had to make sure we were faster than the file system

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Meaning like when you go to listen to a sound, it's got to load even faster than if you were listening to it on your going through sounds on your local hard drive. And we did that. And that was amazing. But some people were still like, oh, well, I want it to just show up in my hard drive view because that's where I'm used to going through things.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Meaning like when you go to listen to a sound, it's got to load even faster than if you were listening to it on your going through sounds on your local hard drive. And we did that. And that was amazing. But some people were still like, oh, well, I want it to just show up in my hard drive view because that's where I'm used to going through things.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Meaning like when you go to listen to a sound, it's got to load even faster than if you were listening to it on your going through sounds on your local hard drive. And we did that. And that was amazing. But some people were still like, oh, well, I want it to just show up in my hard drive view because that's where I'm used to going through things.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

But if we did that, you'd miss out on these features that we have now where you can find AI-based similar sounds and automatically find compatible sounds and all these things. And you have to understand why we kind of hold the line on something for a while because we know what can come if we change this experience. This stuff always comes up. And look, at some point, users love things.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

But if we did that, you'd miss out on these features that we have now where you can find AI-based similar sounds and automatically find compatible sounds and all these things. And you have to understand why we kind of hold the line on something for a while because we know what can come if we change this experience. This stuff always comes up. And look, at some point, users love things.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

But if we did that, you'd miss out on these features that we have now where you can find AI-based similar sounds and automatically find compatible sounds and all these things. And you have to understand why we kind of hold the line on something for a while because we know what can come if we change this experience. This stuff always comes up. And look, at some point, users love things.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

We had a bunch of people give feedback in early SEPCO of what they wanted, but they never really quantified it on how much they would be willing to pay for that. You know, if you're like, oh, you know, well, I want, you know, everything to be personalized to me exactly based on my blood work and sent to me and pill packs and done to be like this and, you know, all this stuff. Great. Awesome.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

We had a bunch of people give feedback in early SEPCO of what they wanted, but they never really quantified it on how much they would be willing to pay for that. You know, if you're like, oh, you know, well, I want, you know, everything to be personalized to me exactly based on my blood work and sent to me and pill packs and done to be like this and, you know, all this stuff. Great. Awesome.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

We had a bunch of people give feedback in early SEPCO of what they wanted, but they never really quantified it on how much they would be willing to pay for that. You know, if you're like, oh, you know, well, I want, you know, everything to be personalized to me exactly based on my blood work and sent to me and pill packs and done to be like this and, you know, all this stuff. Great. Awesome.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

What do you want to spend for that? And like, you know, it's like, oh, oh, right. Right. There's a cost with that. Totally.