Can a focus on customer experience really drive business success? On this episode, Steve Martocci, the visionary behind SUPCO and Splice, shares why he believes prioritizing user needs leads to groundbreaking innovations and a loyal customer base. Plus, he describes the process to capture attention, build interest, and drive action by truly understanding your users.

Tune in to learn:

• (0:00) Intro
• (1:37) Customer Experience as a Competitive Differentiator
• (3:01) Building Products for Yourself
• (6:35) Balancing User Experience for Different Segments
• (8:09) Inspiring New Users Through Experts
• (9:57) Creating a Diverse Set of Opinions
• (11:45) Navigating Customer Feedback and Intuition
• (13:08) Learning from User Feedback
• (14:50) Prioritizing Features Based on User Needs
• (16:22) The Importance of Team Collaboration
• (18:34) Building and Leading Teams
• (21:04) Creating an Environment for Innovation
• (25:31) Maintaining Customer Connection as You Grow
• (41:41) Building Trust with Customers
• (45:29) Recent Impressive Brand Experiences
• (49:35) Advice for Customer Experience Leaders

About the Guest:

“As the cofounder of music startup Splice, Steve Martocci is changing how people make music. Splice offers users a massive collection of royalty-free audio tools and sounds by subscription. Since Martocci cofounded the company in 2013, Splice has raised more than $100 million in funding and, as of last year, was valued at $268 million. Martocci is no stranger to startup success. The 39-year-old also cofounded the popular messaging app GroupMe, which was purchased by Skype for $85 million in 2011. He also cofounded Blade, which offers private flights via helicopter, seaplane, and jets, in 2014. Blade was valued at $140 million in 2018.”

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