Don't Optimize for the Short-Term with Gusto's Cole Schofield

Audio

Description

On this episode of Operations, Sean interviews a post-sale ops pro focused on customer operations. Together they talk about the direct impact operations can have on the customer experience. A lot of hypergrowth companies focus on short term wins versus long term gains. But for Cole Schofield, Gusto's Head of Customer Experience, that just won't cut it. Because short term wins never justify the long term sacrifice. It's better to invest in the future. So Cole and his team avoid taking shortcuts at all costs and take ownership of the customer journey from the very beginning – from implementation, into servicing, and all the way through renewal or upsell. Cole says it's his job to have the best understanding and the best analysis of that customer experience. To learn how Cole and his team solve for the long term, create target personas, and bring a data driven approach to prioritization and decision making, listen to the full episode.

Transcription

This episode hasn't been transcribed yet

Help us prioritize this episode for transcription by upvoting it.

0 upvotes

🗳️ Sign in to Upvote

Popular episodes get transcribed faster

Operations with Sean Lane

This episode hasn't been transcribed yet

Other recent transcribed episodes

13:00H | 21 DIC 2025 | Fin de Semana

10:00H | 21 DIC 2025 | Fin de Semana

12:00H | 20 DIC 2025 | Fin de Semana

2ª PARTE | 06 ENE 2026 | EL PARTIDAZO DE COPE

3ª PARTE | 22 ENE 2026 | EL PARTIDAZO DE COPE

3ª PARTE | 04 MAR 2026 | EL PARTIDAZO DE COPE

Sign in to Audioscrape

Share this moment