Lambda School Chat Launch Triggered Backlash After Bypassing Customer Service
Adam Grenier · Adam Grenier: The Inside Story to Uber’s Hypergrowth; How We Spent $1B/mo in China | E989 · 20VC with Harry Stebbings · Mar 15, 2023 · at 46:34
Adam Grenier, former VP of Growth at Lambda School, shares an example of organizational oversight when launching a product feature.
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“At Lambda School, we implemented a new, like, chat opportunity for our students, and we didn't loop in customer service, and customer service had, like, an entirely different chat element. And so it just, like, caused a ton of backlash, like, across the company, because it was like, hey, we got good data out of this, but, like, we totally, like, I like to call it owning your collateral damage.”
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