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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="" rel="noopener noreferrer" target="_blank">Rapha Fontes</a>, Senior Vice President, Customer Operations at <a href="" 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="" rel="noopener noreferrer" target="_blank">Rapha Fontes</a> -</p><p><a href="" rel="noopener noreferrer" target="_blank"></a></p><p><br></p><p><br></p><p>Sign up for a free trial at<a href="" rel="noopener noreferrer" target="_blank"></a></p><p><br></p><p><br></p><p>#CX #CustomerService #CustomerExperience</p><p><br></p><p><br></p>