Let your customers be your scouts, w/Eventbrite's Julia Hartz
Masters of Scale
WaitWhat
4.6 • 4.4K Ratings
🗓️ 8 January 2019
⏱️ 40 minutes
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Summary
That constant roar of customer feedback? Be thankful for it. It holds all the secrets to your success, if you learn how to read the signs. Listen to what users say, sure. But also watch what they do and interpret what they need. Eventbrite's Julia Hartz embodies this principle. She believes passionately in learning from her customers, and has made rapid response to user feedback the driving force behind Eventbrite’s strategy — as it grew from a simple ticketing app to a full-service platform for event creators, offering everything from ticket sales to custom RFID readers.
Read a transcript of this interview at: https://mastersofscale.com/julia-hartz-let-your-customers-be-your-scouts/
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Transcript
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| 0:00.0 | Hi, it's Bob Safian. You've been hearing me as the host of rapid response in this feed for a few years now, |
| 0:07.8 | with short newsy interviews alongside the deeper dives of Masters of Scale. Well, I'm excited to share that rapid response is expanding into its own feed. |
| 0:17.0 | We'll be putting out shows twice a week, focusing on the urgent issues that business leaders are dealing with in real time. |
| 0:24.8 | So search for rapid response in your podcast player |
| 0:28.0 | and subscribe to make sure you get all our episodes. |
| 0:31.2 | I'll see you on the other side. I'll see you I lost my sight. |
| 0:44.0 | So I had an idea of how to swing a bat, how to catch a ball and things like that. |
| 0:52.0 | That's Lex Gillette, track and field athlete, |
| 0:55.0 | and four-time silver medal winner in the long jump |
| 0:58.0 | at the Paralympics. |
| 0:59.0 | Once I lost my sight, I found out about beat baseball. That's an adapted form of baseball for the |
| 1:05.8 | blind and so the ball makes a beeping sound and the bases make a buzzing sound. |
| 1:13.0 | Beeps and buzzes. |
| 1:17.0 | They don't seem like much, but with just those two sounds, |
| 1:20.0 | Lex could build a detailed picture of the game in his head and see with crystal clarity what he had to do. |
| 1:27.0 | He used a similar strategy to shoot hoops when he first learned he was losing his sight. |
| 1:32.0 | I have bought this basketball rim. when he was losing his sight. |
| 1:32.8 | I had bought this basketball rim as a like a 12-13-year-old and it was the type of rim that you buy and you put on your |
| 1:39.9 | closet door. |
| 1:41.6 | And so I used to shoot on this basketball room mind you I |
| 1:44.3 | couldn't see at the time so I didn't know if the ball was going in the rim or not. |
| 1:48.0 | So Lex pinned the basketball net closed now when the ball went into the net, Lex wouldn't hear it hit the floor and he'd know he'd made the shot. |
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