The Startup Chat with Steli and Hiten on Smash Notes

The Startup Chat with Steli and Hiten podcast.

December 31, 2019

Unfiltered insights and actionable advice straight from the trenches of startup and business life. The show hosts, Steli Efti and Hiten Shah, are both serial entrepreneurs who have founded multi-million dollar SaaS startups. Being busy CEOs of fast-growing companies, they know the value of your time and make sure you get the most out of each 22 minute episode. Tune in for new episodes every Tuesday and Friday.



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In today’s episode of The Startup Chat, Steli and Hiten talk about how to become a customer-first company.


The startup world is very competitive. One way to stand out is to build a customer-centered culture at your company. This is the key to surviving the modern business environment. 


In this episode, Steli and Hiten talk about why everybody in the company should be obsessed with the customer, how to create a culture around customer-obsession at your startup, why you need to hire people who are customer-obsessed and much more.


Time Stamped Show Notes:


00:00 About the topic of today’s episode


00:39 Why this topic was chosen.


02:20 Why everybody in the company should be obsessed with the customer


02:44 One way to create a culture around customer-obsession.


04:16 Another way to create a culture around customer-obsession.


05:17 Why the best way to be customer-obsessed is to be the customer.


06:03 Why you need to spend time with your customers.


09:04 Why you need to hire people who are customer-obsessed.


09:28 One tip to help you hire the right people.


09:46 Another tip to help you hire the right people


3 Key Points:


I think that everybody in the company should be obsessed with the customer.Your job as a business is to serve your customer better than everyone else.Use your product


[0:00:00]


Steli Efti: Hey everybody, this is Steli Efti.


[0:00:02]


Hiten Shah: And this is Hiten Shah.


[0:00:04]


Steli Efti: And today on The Startup Chat, we're going to talk about how to become customer obsessed, how to create a culture of customer obsession, or becoming a what today a lot of companies call customer-first companies. So here's why I want to talk about this with you in this kind of framework, Hiten. Obviously, for people that have been listening to us for a long time, you can go back four years ago when we started this podcast, 400 and soon to be hitting 450 episodes deep. We've always been talking about customer obsession in one way or another. A lot of times our advice boils down to, well, you need more customers insights, you need more customer intimacy, you need to talk to more customers, you need to spend more time with your customers. Your customers are what matters. They have the answers you need. They need and deserve your entire focus and attention. We've been saying this for a really, really long time. Now, there are companies out there, I think Amazon is the first company I remember, that very publicly communicated this very well. As in, this is the way we're going to do things, is we're going to obsess over the customer. Moreso than anything else, we're going to let the customer and the customer's wishes dictate what we build, what we do, and how we do things. But in the last couple of years, this has come up more and more and more. I see it more when I look at value statements sometimes where companies will state, always help the customer, or customers first, or they will state it as an explicit part of their core values.


[0:01:41]


Hiten Shah: Yeah, I-


[0:01:43]


Steli Efti: Go ahead.


[0:01:43]


Hiten Shah: I call this customer obsession. I would just call this customer obsession. And I think that all parts of the company, everybody in a company, should be obsessed with the customer. And if they're not obsessed with the customer, then you're going to end up having a problem at some point. It's for a very simple reason. And the reason is that, the way I think about it, your job as a business is to serve your customer, or the customer, better than anyone else. And the only way you can do that is being obsessed with them. So I think that's why we're seeing all of, like you said, customer first, a lot of values that involve the customer. But it's really about how the company behaves and acts and whether the customer thinks that they are thoug...

Key points in this episode

In this episode

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