Dharmesh Shah
11 statements across 1 episodes · 0 bullish · 1 bearish · 1 people on the record · first statement Jul 13, 2023 by Dharmesh Shah · across every show →
On the record as a speaker too: Dharmesh Shah's record, appearances and statements → this page counts the times other people say the name.
Everything said about Dharmesh Shah, oldest first
Jul 13, 2023
Direct customer interaction best teaches engineers the pain of software bugs
“Nothing helps an engineer appreciate the pain they're creating when they have a bug or a missing feature that just needs to be there than actually to feel that pain directly from customers. So we're very encouraging, sometimes draconian about pushing engineers…”
Jul 13, 2023
Jul 13, 2023
Putting customers first means solving for the collective over vocal individuals
“When we say putting the customer first, we really mean putting the collective of our customers first. We will have individual customers on certain things that are less than right. It's like, okay, well, I know you're asking for that, but what we're solving for…”
Jul 13, 2023
Jul 13, 2023 neutral
Jul 13, 2023
Dharmesh Shah: Undefined culture-fit hiring is a proxy for cloning yourself
“Lots of companies like to say that they hire for culture fit. And my personal belief on this is that in order for you to be permitted to use that phrase, you have to be able to describe and define and show someone what your culture is. Otherwise, what ends up …”
Jul 13, 2023 negative
HubSpot rejects consensus decision-making to avoid appeasing everyone with terrible compromises
“Everybody in the company has a voice, but not necessarily a vote. We don't make decisions based on consensus. Some middle row that tries to appease everyone is probably the worst of the possible options, and so we try to avoid that by having a single person th…”
Jul 13, 2023
Monoculture teams cannot effectively empathize with diverse customer bases
“Your customer base is diverse. They're different. They're from different walks of life. If your team doesn't reflect the diversity of your customer base, that's a problem because it's really hard to have empathy for your customers if they're super diverse and …”
Jul 13, 2023
Dharmesh Shah: HubSpot executives meet monthly with an unhappy live customer
“We have a monthly meeting where the entire exec team gets together and we talk about customer issues. We have an actual live customer join us on that call. They're often customers that are not completely thrilled with us.”
Jul 13, 2023
Failing to apologize during outages is customer experience's cardinal sin
“Nowhere in this email did they actually say that they were sorry for this outage. And that's like the cardinal sin of customer experience. Even if it's not your fault, maybe it was a partner or something outside of your control that doesn't really matter to th…”
Jul 13, 2023
Founders who try to preserve their startup culture are making a mistake
“The mistake so many entrepreneurs make is they think their job is to preserve their startup culture, and I think that's misguided. There are two products every company builds. One is for their customers, and the other product is the one they build for their pe…”