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HBO and The Ringer's Bill Simmons hosts the most downloaded sports podcast of all time, with a rotating crew of celebrities, athletes, and media staples, as well as mainstays like Cousin Sal, Joe House, and a slew of other friends and family members who always happen to be suspiciously available.
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What makes for a great customer experience? And how can you be intentional about making every touchpoint amazing when there is so much happening and so many fires to tend to at a growing startup?
Should you try to automate everything and create "scalable" self-serve experiences? Or is a more human-led approach to making customers successful more effective?
Today’s guest is Con Cirillo, Head of Customer Experience at Carro. In this episode you’ll hear how he:
- Defines metrics to align the business on CX
- Ensures everyone hears the Voice of the Customer
- Strategically puts humans in the loop for high-risk actions
- Applies learnings from scale at HubSpot to startup life at Carro
- Prioritizes his time on the highest impact experience challenges
Enjoyed this episode? Connect with Con on LinkedIn and let him know, or subscribe for future episodes of Happy Customers.
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