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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

there's like these really processy ways of doing it, which is like, Oh, have a user research team and make sure you're in the field gaining your knowledge. And like, those things are all true. Those things are all kind of helpful. And, but I think there's also, you know, there's a potential, like even once a month to just like make half the day or a full day of like

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

there's like these really processy ways of doing it, which is like, Oh, have a user research team and make sure you're in the field gaining your knowledge. And like, those things are all true. Those things are all kind of helpful. And, but I think there's also, you know, there's a potential, like even once a month to just like make half the day or a full day of like

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

there's like these really processy ways of doing it, which is like, Oh, have a user research team and make sure you're in the field gaining your knowledge. And like, those things are all true. Those things are all kind of helpful. And, but I think there's also, you know, there's a potential, like even once a month to just like make half the day or a full day of like

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

We did this thing at a place called Beat Relay, which was a simple thing. Musicians, non-musicians, everyone in the company signed up for a team, and that team made music together. And Beat Relay, as much as it was just a fun thing and cool, was also a nice forced dog food session of trying to work on music collaboratively across location with people.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

We did this thing at a place called Beat Relay, which was a simple thing. Musicians, non-musicians, everyone in the company signed up for a team, and that team made music together. And Beat Relay, as much as it was just a fun thing and cool, was also a nice forced dog food session of trying to work on music collaboratively across location with people.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

We did this thing at a place called Beat Relay, which was a simple thing. Musicians, non-musicians, everyone in the company signed up for a team, and that team made music together. And Beat Relay, as much as it was just a fun thing and cool, was also a nice forced dog food session of trying to work on music collaboratively across location with people.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

It's just using your own product, right? Particularly, it's kind of like, maybe it comes from eat your own dog food or make sure your food... Tastes good, you know, use your product. It's funny, I realize, I don't know why I think that term is just so common, but maybe it's not. We've had many employees come in and just be like, what are you talking about here?

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

It's just using your own product, right? Particularly, it's kind of like, maybe it comes from eat your own dog food or make sure your food... Tastes good, you know, use your product. It's funny, I realize, I don't know why I think that term is just so common, but maybe it's not. We've had many employees come in and just be like, what are you talking about here?

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

It's just using your own product, right? Particularly, it's kind of like, maybe it comes from eat your own dog food or make sure your food... Tastes good, you know, use your product. It's funny, I realize, I don't know why I think that term is just so common, but maybe it's not. We've had many employees come in and just be like, what are you talking about here?

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

But yeah, so using the product, I think is one. Create fun experiences for people to use the product. And then also, you know, we used to have a really good hackathon culture at GroupMe where we would do like, I think it was a quarterly hackathon. which was kind of like, just like, what do you want to have exist? You know?

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

But yeah, so using the product, I think is one. Create fun experiences for people to use the product. And then also, you know, we used to have a really good hackathon culture at GroupMe where we would do like, I think it was a quarterly hackathon. which was kind of like, just like, what do you want to have exist? You know?

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

But yeah, so using the product, I think is one. Create fun experiences for people to use the product. And then also, you know, we used to have a really good hackathon culture at GroupMe where we would do like, I think it was a quarterly hackathon. which was kind of like, just like, what do you want to have exist? You know?

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And I think that that always yielded really amazing features and insights from people's just personal struggles with our own software.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And I think that that always yielded really amazing features and insights from people's just personal struggles with our own software.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

And I think that that always yielded really amazing features and insights from people's just personal struggles with our own software.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

wow, this is really difficult, isn't it? And then there'll be things like, oh, I know that sucks. You're like, oh, we haven't worked on that page for so long. You know, like, yeah, those things are just, those are brutal.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

wow, this is really difficult, isn't it? And then there'll be things like, oh, I know that sucks. You're like, oh, we haven't worked on that page for so long. You know, like, yeah, those things are just, those are brutal.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

wow, this is really difficult, isn't it? And then there'll be things like, oh, I know that sucks. You're like, oh, we haven't worked on that page for so long. You know, like, yeah, those things are just, those are brutal.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Yeah. And like, look, successful organizations I've been at, you know, have done that. I think it was a guilt group. They did rotations through support. You might've even done a week through support, which was nuts. It was a lot. And we did some of that too.

Experts of Experience
Why Customer Experience is Your Best Competitive Advantage

Yeah. And like, look, successful organizations I've been at, you know, have done that. I think it was a guilt group. They did rotations through support. You might've even done a week through support, which was nuts. It was a lot. And we did some of that too.