Media Thumbnail
00:00
00:00
1x
  • 0.5
  • 1
  • 1.25
  • 1.5
  • 1.75
  • 2

Developing a scalable customer feedback strategy with Squarespace's Rapha Fontes

This is a podcast episode titled, Developing a scalable customer feedback strategy with Squarespace's Rapha Fontes. The summary for this episode is: <p>On this episode, we’re joined by <a href="https://www.linkedin.com/in/fusquine/" rel="noopener noreferrer" target="_blank">Rapha Fontes</a>, Senior Vice President, Customer Operations at <a href="https://www.linkedin.com/company/squarespace/" rel="noopener noreferrer" target="_blank">Squarespace</a>. Rapha truly understands the importance of walking in your customers’ shoes in order to meet expectations and continually improve products.</p><p><br></p><p>We discuss:</p><p>(4:35) The importance of design in Squarespace's culture and its impact on trustworthiness.</p><p>(8:27) The teams and processes in place at Squarespace for collecting and addressing customer feedback.</p><p>(10:42) Overall challenges in collecting and acting on customer feedback.</p><p>(11:21) The tension between building new things and fixing existing issues.</p><p>(12:57) Automation and integration of bug-reporting processes.</p><p>(15:43) Maintaining human connections as a company scales.</p><p>(24:14) The importance of experiencing the support process firsthand.</p><p>(25:43) Framing support work as empowering and impactful.</p><p><br></p><p><br></p><p><br></p><p>Resources Mentioned:</p><p><br></p><p><a href="https://www.linkedin.com/in/fusquine/" rel="noopener noreferrer" target="_blank">Rapha Fontes</a> - https://www.linkedin.com/in/fusquine/</p><p><a href="https://www.squarespace.com/" rel="noopener noreferrer" target="_blank">https://www.squarespace.com/</a></p><p><br></p><p><br></p><p>Sign up for a free trial at<a href="http://zendesk.com" rel="noopener noreferrer" target="_blank"> Zendesk.com</a></p><p><br></p><p><br></p><p>#CX #CustomerService #CustomerExperience</p><p><br></p><p><br></p>