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Jul 16, 2020 · 24m · how-i-built-this

How I Built Resilience: Live with Julia Hartz

Julia Hartz · 17m spoken Guy Raz · 5m spoken
0:00 / 0:00

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In this live episode of How I Built This: Resilience Edition, Guy Raz interviews Eventbrite co-founder and CEO Julia Hartz about navigating the sudden collapse of in-person gatherings during the COVID-19 pandemic. Hartz details the painful workforce restructuring, the rapid pivot toward virtual events, and the lasting lessons in empathy and resilience that redefined her leadership philosophy.

How this conversation actually went

Every chapter scored 0–10 on four independent dynamics. Hover any point for the reasoning behind the score. Guy holds 25.5% of the talking time here. How this is scored →

Guy as informed peer 4.3 Guest teaching 3.0 Guest disagreement 0.3 Guy pushing back 0.6
05100:0010:0020:000:43–4:49 · Guy as informed peer 4/10 Early Warning Signs and Immediate Operational Response Guy Raz establishes an empathetic interview atmosphere, relating his own experience with live event cancellations while gently asking Hartz about Eventbrite's drastic 45% layoffs. Hartz provides an emotional, transparent operational timeline without friction.4:49–9:41 · Guy as informed peer 5/10 The Massive Surge and Pivot to Virtual Events Raz introduces audience questions about the mechanics of paid versus free virtual events. Hartz delivers a structured breakdown of hybrid physical-digital kits, donation models, and the economics of online reach.9:41–12:30 · Guy as informed peer 4/10 The Strategy Behind Free Events and Creator Tools Raz presses on why Eventbrite supports free ticketing when it produces no direct revenue. Hartz educates on the platform's acquisition flywheel and cloud analytics tools that convert attendees into creators.12:30–15:42 · Guy as informed peer 5/10 Mid-Show Break and Episode Previews After returning from the mid-show break, Raz questions if pre-pandemic norms will return, and lightly counters Hartz's optimistic Roaring Twenties analogy by noting the subsequent Great Depression and rise of fascism.15:43–17:50 · Guy as informed peer 4/10 Technological Innovation and the Limits of Virtual Connection Raz probes whether virtual technology can ever truly replace in-person human connection. Hartz agrees on the physical limits of shared energy while highlighting the rapid acceleration of communication software.17:50–22:15 · Guy as informed peer 5/10 Financial Resilience and Board Support in Crisis Raz asks how Hartz navigated public market scrutiny and crisis management. Hartz shares leadership insights regarding board support from Sequoia and stepping off the merry-go-round of constant busyness.22:15–23:40 · Guy as informed peer 3/10 Five-Year Outlook and Final Thoughts on Resilience Raz prompts Hartz for her key five-year takeaway, prompting a reflective closing response focused on global unity, deliberate pacing, and long-term innovation before concluding the show.0:43–4:49 · Guest teaching 2/10 Early Warning Signs and Immediate Operational Response Guy Raz establishes an empathetic interview atmosphere, relating his own experience with live event cancellations while gently asking Hartz about Eventbrite's drastic 45% layoffs. Hartz provides an emotional, transparent operational timeline without friction.4:49–9:41 · Guest teaching 4/10 The Massive Surge and Pivot to Virtual Events Raz introduces audience questions about the mechanics of paid versus free virtual events. Hartz delivers a structured breakdown of hybrid physical-digital kits, donation models, and the economics of online reach.9:41–12:30 · Guest teaching 5/10 The Strategy Behind Free Events and Creator Tools Raz presses on why Eventbrite supports free ticketing when it produces no direct revenue. Hartz educates on the platform's acquisition flywheel and cloud analytics tools that convert attendees into creators.12:30–15:42 · Guest teaching 2/10 Mid-Show Break and Episode Previews After returning from the mid-show break, Raz questions if pre-pandemic norms will return, and lightly counters Hartz's optimistic Roaring Twenties analogy by noting the subsequent Great Depression and rise of fascism.15:43–17:50 · Guest teaching 4/10 Technological Innovation and the Limits of Virtual Connection Raz probes whether virtual technology can ever truly replace in-person human connection. Hartz agrees on the physical limits of shared energy while highlighting the rapid acceleration of communication software.17:50–22:15 · Guest teaching 3/10 Financial Resilience and Board Support in Crisis Raz asks how Hartz navigated public market scrutiny and crisis management. Hartz shares leadership insights regarding board support from Sequoia and stepping off the merry-go-round of constant busyness.22:15–23:40 · Guest teaching 1/10 Five-Year Outlook and Final Thoughts on Resilience Raz prompts Hartz for her key five-year takeaway, prompting a reflective closing response focused on global unity, deliberate pacing, and long-term innovation before concluding the show.0:43–4:49 · Guest disagreement 0/10 Early Warning Signs and Immediate Operational Response Guy Raz establishes an empathetic interview atmosphere, relating his own experience with live event cancellations while gently asking Hartz about Eventbrite's drastic 45% layoffs. Hartz provides an emotional, transparent operational timeline without friction.4:49–9:41 · Guest disagreement 0/10 The Massive Surge and Pivot to Virtual Events Raz introduces audience questions about the mechanics of paid versus free virtual events. Hartz delivers a structured breakdown of hybrid physical-digital kits, donation models, and the economics of online reach.9:41–12:30 · Guest disagreement 0/10 The Strategy Behind Free Events and Creator Tools Raz presses on why Eventbrite supports free ticketing when it produces no direct revenue. Hartz educates on the platform's acquisition flywheel and cloud analytics tools that convert attendees into creators.12:30–15:42 · Guest disagreement 1/10 Mid-Show Break and Episode Previews After returning from the mid-show break, Raz questions if pre-pandemic norms will return, and lightly counters Hartz's optimistic Roaring Twenties analogy by noting the subsequent Great Depression and rise of fascism.15:43–17:50 · Guest disagreement 1/10 Technological Innovation and the Limits of Virtual Connection Raz probes whether virtual technology can ever truly replace in-person human connection. Hartz agrees on the physical limits of shared energy while highlighting the rapid acceleration of communication software.17:50–22:15 · Guest disagreement 0/10 Financial Resilience and Board Support in Crisis Raz asks how Hartz navigated public market scrutiny and crisis management. Hartz shares leadership insights regarding board support from Sequoia and stepping off the merry-go-round of constant busyness.22:15–23:40 · Guest disagreement 0/10 Five-Year Outlook and Final Thoughts on Resilience Raz prompts Hartz for her key five-year takeaway, prompting a reflective closing response focused on global unity, deliberate pacing, and long-term innovation before concluding the show.0:43–4:49 · Guy pushing back 0/10 Early Warning Signs and Immediate Operational Response Guy Raz establishes an empathetic interview atmosphere, relating his own experience with live event cancellations while gently asking Hartz about Eventbrite's drastic 45% layoffs. Hartz provides an emotional, transparent operational timeline without friction.4:49–9:41 · Guy pushing back 0/10 The Massive Surge and Pivot to Virtual Events Raz introduces audience questions about the mechanics of paid versus free virtual events. Hartz delivers a structured breakdown of hybrid physical-digital kits, donation models, and the economics of online reach.9:41–12:30 · Guy pushing back 1/10 The Strategy Behind Free Events and Creator Tools Raz presses on why Eventbrite supports free ticketing when it produces no direct revenue. Hartz educates on the platform's acquisition flywheel and cloud analytics tools that convert attendees into creators.12:30–15:42 · Guy pushing back 2/10 Mid-Show Break and Episode Previews After returning from the mid-show break, Raz questions if pre-pandemic norms will return, and lightly counters Hartz's optimistic Roaring Twenties analogy by noting the subsequent Great Depression and rise of fascism.15:43–17:50 · Guy pushing back 1/10 Technological Innovation and the Limits of Virtual Connection Raz probes whether virtual technology can ever truly replace in-person human connection. Hartz agrees on the physical limits of shared energy while highlighting the rapid acceleration of communication software.17:50–22:15 · Guy pushing back 0/10 Financial Resilience and Board Support in Crisis Raz asks how Hartz navigated public market scrutiny and crisis management. Hartz shares leadership insights regarding board support from Sequoia and stepping off the merry-go-round of constant busyness.22:15–23:40 · Guy pushing back 0/10 Five-Year Outlook and Final Thoughts on Resilience Raz prompts Hartz for her key five-year takeaway, prompting a reflective closing response focused on global unity, deliberate pacing, and long-term innovation before concluding the show.

speaking balance: gold is Guy, purple is the guest (3 minute bins)

0:00 · Guy 41.6% · guest 58.4%0:00 · Guy 41.6% · guest 58.4%3:00 · Guy 17.1% · guest 82.9%3:00 · Guy 17.1% · guest 82.9%6:00 · Guy 12.1% · guest 87.9%6:00 · Guy 12.1% · guest 87.9%9:00 · Guy 28.3% · guest 71.7%9:00 · Guy 28.3% · guest 71.7%12:00 · Guy 27.7% · guest 72.3%12:00 · Guy 27.7% · guest 72.3%15:00 · Guy 23% · guest 77%15:00 · Guy 23% · guest 77%18:00 · Guy 21% · guest 79%18:00 · Guy 21% · guest 79%21:00 · Guy 23.5% · guest 76.5%21:00 · Guy 23.5% · guest 76.5%24:00 · Guy 100% · guest 0%24:00 · Guy 100% · guest 0%
Sharpest disagreement ▶ 15:39 Playful deflection on historical framing

In a uniformly collaborative interview, Hartz's peak push is a humorous acknowledgment that she intentionally omitted the Great Depression and WWII from her historical recovery narrative.

 Hardest push from Guy ▶ 15:32 Raz challenges optimistic historical parallel

Raz directly pushes back against Hartz's romanticized Roaring Twenties comparison by pointing out the economic collapse and fascism that immediately followed.

 Biggest teaching moment ▶ 10:01 Hartz breaks down the free platform flywheel

Hartz reframes Raz's skeptical question about unmonetized free events by demonstrating how zero-cost events act as Eventbrite's primary consumer acquisition moat.

 Guy holds their own ▶ 15:32 Raz contextualizes post-1918 history

Raz exhibits his own historical knowledge by grounding the post-flu pandemic timeline with its darker historical consequences.
the scores for every segment, with the reasoning behind each
ChapterTopicGuy as informed peerGuest teachingGuest disagreementGuy pushing backWhy
Early Warning Signs and Immediate Operational Response 4200 Guy Raz establishes an empathetic interview atmosphere, relating his own experience with live event cancellations while gently asking Hartz about Eventbrite's drastic 45% layoffs. Hartz provides an emotional, transparent operational timeline without friction.
The Massive Surge and Pivot to Virtual Events 5400 Raz introduces audience questions about the mechanics of paid versus free virtual events. Hartz delivers a structured breakdown of hybrid physical-digital kits, donation models, and the economics of online reach.
The Strategy Behind Free Events and Creator Tools 4501 Raz presses on why Eventbrite supports free ticketing when it produces no direct revenue. Hartz educates on the platform's acquisition flywheel and cloud analytics tools that convert attendees into creators.
Mid-Show Break and Episode Previews 5212 After returning from the mid-show break, Raz questions if pre-pandemic norms will return, and lightly counters Hartz's optimistic Roaring Twenties analogy by noting the subsequent Great Depression and rise of fascism.
Technological Innovation and the Limits of Virtual Connection 4411 Raz probes whether virtual technology can ever truly replace in-person human connection. Hartz agrees on the physical limits of shared energy while highlighting the rapid acceleration of communication software.
Financial Resilience and Board Support in Crisis 5300 Raz asks how Hartz navigated public market scrutiny and crisis management. Hartz shares leadership insights regarding board support from Sequoia and stepping off the merry-go-round of constant busyness.
Five-Year Outlook and Final Thoughts on Resilience 3100 Raz prompts Hartz for her key five-year takeaway, prompting a reflective closing response focused on global unity, deliberate pacing, and long-term innovation before concluding the show.

Statements from this episode (9)

Assertion Supported
Hartz: Two-thirds of Eventbrite's business is in the United States
“And we started to pay really close attention to how COVID could impact, particularly the United States, where two-thirds of our business is produced.”
Julia Hartz Jul 16, 2020 ▶ 1:07
Assertion Supported
Hartz: Eventbrite saw a multi-thousand percent increase in online events
“We have seen, you know, multiple thousand percentage increase of online events on our platform in comparison to last year.”
Julia Hartz Jul 16, 2020 ▶ 5:18
Assertion Not publicly verifiable
Hartz: 85% of virtual event ticket buyers knew the creator pre-COVID
“What's interesting is that 85% of consumers who are buying tickets to these virtual events knew the creator prior to COVID.”
Julia Hartz Jul 16, 2020 ▶ 5:28
Assertion Supported
Hartz: Eventbrite processed over 8 million virtual tickets in April 2020
“And then I think April alone, we processed over eight million tickets to events virtually when, you know, many in-person events were not happening.”
Julia Hartz Jul 16, 2020 ▶ 5:46
Assertion Not checkable as stated
Event creators monetized virtual gatherings by delivering paired physical goods
“There's something really delightful about receiving a physical good and then going online with other people who've also re received that physical good, whether it's a craft kit or it's craft beer tasting or it's cheese tasting. We've seen this Across the board…”
Julia Hartz Jul 16, 2020 ▶ 7:18
Insight
Hartz: Online event economics work via higher capacity and lower costs
“While ticket prices Tend to be lower, a bit lower on online events, and we imagine they may have a premium for in-person events once we can gather again in person. Those online events can hold a lot more people, right, at a lower cost, and so it actually works…”
Julia Hartz Jul 16, 2020 ▶ 8:16
Assertion Supported
Hartz: Eventbrite has never charged fees for free events
“We never have charged for free events in the history of Eventbrite, and we're a fourteen-year-old company.”
Julia Hartz Jul 16, 2020 ▶ 10:02
Assertion Not checkable as stated
Eventbrite hosted over 1,000 drive-in events in June 2020
“For instance, we've had over a thousand drive-in events on the platform in the last month alone.”
Julia Hartz Jul 16, 2020 ▶ 13:39
Assertion Supported
Sequoia Capital and Roelof Botha funded Eventbrite during the 2009 recession
“Sequoia Capital, Rolof Botha, I mean, they first funded us in the depths of the recession in 2009.”
Julia Hartz Jul 16, 2020 ▶ 19:04
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