113. Building A Customer Experience From the Ground Up w/ Eric Crane

<p style="text-align:left;"><span style="color: rgb(34,36,47);background-color: rgb(255,255,255);font-size: 12.96;font-family: Open Sans", Helvetica, Arial, sans-serif;">Would you gateway your product behind requiring anyone who signs up to have a 30-minute conversation with one of your two founders? As in, you won’t sell to them unless they agree to talk to you?</span></p> <p></p> <p><span style="color: rgb(34,36,47);background-color: rgb(255,255,255);font-size: 12.96;font-family: Open Sans", Helvetica, Arial, sans-serif;">Eric and David did, and it utterly changed how they thought about value.</span></p> <p style="text-align:left;">&nbsp;</p> <p style="text-align:left;"><span style="color: rgb(34,36,47);background-color: rgb(255,255,255);font-size: 12.96;font-family: Open Sans", Helvetica, Arial, sans-serif;">In this episode, I interviewed Eric Crane, Cofounder and COO at Flatfile, about how he and his team constructed a whole new picture of customer success based on customer experience and value. Eric talked with me about:</span></p> <p style="text-align:left;">&nbsp;</p> <p style="text-align:left;"><span style="color: rgb(34,36,47);background-color: rgb(255,255,255);font-size: 12.96;font-family: Open Sans", Helvetica, Arial, sans-serif;">- The relationship between customer experience and customer success</span></p> <p style="text-align:left;">&nbsp;</p> <p style="text-align:left;"><span style="color: rgb(34,36,47);background-color: rgb(255,255,255);font-size: 12.96;font-family: Open Sans", Helvetica, Arial, sans-serif;">- The impetus behind his conversation strategy — and its outcomes</span></p> <p style="text-align:left;">&nbsp;</p> <p style="text-align:left;"><span style="color: rgb(34,36,47);background-color: rgb(255,255,255);font-size: 12.96;font-family: Open Sans", Helvetica, Arial, sans-serif;">- 2 new ways to think about the human/machine relationship</span></p> <p style="text-align:left;">&nbsp;</p> <p style="text-align:left;"><span style="color: rgb(34,36,47);background-color: rgb(255,255,255);font-s