Would you ever require someone to have a conversation with your company’s founders before closing a deal? As in, you won’t sell your product to them unless they agree to talk to your leadership?

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Hundreds of conversations later, this unique and uniquely valuable strategy was the foundation for building customer success into the very fabric of the organization before beginning to scale. It meant doing something that doesn’t scale to learn how to provide something that does — value across the entire customer experience (CX).

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Today’s guest on The Customer Experience Podcast, Eric Crane, explains why he and his Cofounder David Boskovic decided to pack their schedules with conversations with every customer.

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“One of the biggest pain points to good experience is time to value,” he said. His objective became delivering that value using data as quickly as possible.

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Eric, Cofounder and Chief Operating Officer at Flatfile, wanted to build a bridge between messy data and the idea of usable, happy, structured data that we all want inside our systems. By putting the human first, he and David constructed a whole new picture of customer success based on customer experience and value.

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Eric talked with me about…

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• Why customer experience is a journey
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n• Why and how every team member must make informed decisions

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And a final fun fact here: Eric hosts the podcast Customer Success Leader.
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Building Customer Experience From the Ground Up

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Listen to the entire conversation with Eric Crane of Flatfile right here:

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Listen to “۱۱۳. Building A Customer Experience From the Ground Up w/ Eric Crane” on Spreaker.

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Take this episode of The Customer Experience Podcast on the go in your preferred podcast app:

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  • Apple Podcasts

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• • Spotify

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• • Stitcher

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• • Google Podcasts

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When you visit one of those links, please give an extra click to review the show – it’s extremely helpful. And, of course, feel free to subscribe and/or leave a review, too!
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Video Highlights: Building Customer Experience From the Ground Up

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Check out the top five video highlights from the discussion with Eric Crane of Flatfile below…

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۱. Customer Experience as a Journey

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۲. Customer Experience vs Customer Success

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۳. Talking to Every Customer

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۴. Removing Pain and Adding Comfort to Reduce Buyer’s Remorse

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۵. Decision Making by “Informed Captains”

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Links Related To This Conversation:

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  • Megan Costello on LinkedIn

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• • Segment, Customer Data Platform

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• • Customer Success Leader podcast

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Similar Episodes You’ll Enjoy:

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  • “How UX Drives CX (and the Entire World Economy)” with Bob Berry (Principal UX Researcher, AnswerLab)

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• • “۳ Ways to Improve Data Literacy” with Piyanka Jain (President and CEO, Aryng)

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• • “Using Tech to Scale the Human Touch” with Stef Caldwell (Senior Customer Success Leader and Community Architect, Narrative Science)

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Subscribe, Listen, Rate, and Review The Customer Experience Podcast:

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  • Apple Podcasts

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• • Spotify

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• • Stitcher

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• • Google Podcasts

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