Can a focus on customer experience really drive business success? On this episode, Steve Martocci, the visionary behind SUPCO and Splice, shares why he believes prioritizing user needs leads to groundbreaking innovations and a loyal customer base. Plus, he describes the process to capture attention, build interest, and drive action by truly understanding your users.Tune in to learn:(0:00) Intro(1:37) Customer Experience as a Competitive Differentiator(3:01) Building Products for Yourself(6:35) Balancing User Experience for Different Segments(8:09) Inspiring New Users Through Experts(9:57) Creating a Diverse Set of Opinions(11:45) Navigating Customer Feedback and Intuition(13:08) Learning from User Feedback(14:50) Prioritizing Features Based on User Needs(16:22) The Importance of Team Collaboration(18:34) Building and Leading Teams(21:04) Creating an Environment for Innovation(25:31) Maintaining Customer Connection as You Grow(41:41) Building Trust with Customers(45:29) Recent Impressive Brand Experiences(49:35) Advice for Customer Experience Leaders –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
Full Episode
inspiration goes a long way. Keep your team inspired. Keep them excited and inspired about what their impact is in the world. Don't overbuild in the beginning. Get enough in the market so that you can start listening.
Feedback can be really helpful in showing you what to prioritize. But it's so important not to lose that intuition and that intuitive sense of people don't know they want this. And that might be something that just blows their mind and makes them want this product even more. But they didn't ask for it. Hello, everyone, and welcome to Experts of Experience. I'm your host, Lauren Wood.
Today, I am so excited to have my dear friend Steve Martosi on the show. Steve is a serial entrepreneur with many successful businesses under his belt. GroupMe, a group messaging app that was sold to Skype, Blade, the helicopter company you may have heard of, Splice, a royalty-free music platform for creators, and now Supco, a companion app for your supplement routine.
We are going to dive into creating businesses with the customer in mind and really dive into Steve's genius around business building. And I will say that I have had a front row seat as he's been doing this on his latest venture because his co-founder and CEO of Supco is actually my partner, Nick. So...
I have definitely gotten to learn a little bit more about Steve's leadership style and how he builds businesses, and today we are going to dive into all of that. Steve, so great to have you on the show.
I'm excited to be here, and I'm also really curious what Nick gets to say behind the scenes on this, because you get the unfiltered Steve feedback, so you know exactly where to go with your questions.
Perfect. We'll spill the tea for everyone here. Yeah. So Steve, you've built many successful products across various industries, social networking, music production, transportation, now health tech. And I'm really curious to know how you think of customer experience as a competitive differentiator for you.
I don't think about it as a differentiator first. I first think about the product that I want to exist. Right. Usually I'm the first user of the product or at least, you know, want to have something come into existence. I generally don't like to build things that already exist in the world. Like, so I don't usually even have something to, to kind of look at as a, as a comp.
So for me, I think it really just starts is what's the experience that I want. And then I think once you've kind of nailed that, you start thinking about what's the experience for others and the other kind of, you know, different segments of a market.
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