Customer feedback is a gift - treat it with urgency

The moment the customer felt compelled enough to go out of their way to talk about some problem, that's a unbelievable gift. I will leave a meeting to just get one message back to them.

There's no greater gift to me as a product executive than receiving an escalation from a customer. Escalations are a gift, and it's like, if you're a listener right now on this podcast and you are a Rippling customer and you have shit that you think we should know, the fact that I might already know it is not a reason for you to withhold the gift of your feedback.

Create a lot of opportunities for people to give you feedback inside the product. I drew inspiration from Stripe... we were building day in and day out, just streaming users' thoughts right into our consciousness.

When we launched the support@pandora.com was an alias for all@pandora.com. So if you sent a customer service request to Pandora, every single person in the company received it. And because we made a decision to have no customer support team in the first year, the expectation was that whoever sees the request first should respond to it. And so you would write to us and you would get the founder or you'd get me or you'd get the engineer who wrote the feature or you'd get the CEO.