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Jun 3, 2019 · 25m · saastr

7 Tips For Using Customer Feedback To Build Rabid Fans And Make More Money

Leela Srinivasan · 23m spoken
0:00 / 0:00
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At SaaStr, SurveyMonkey CMO Leela Srinivasan presents seven actionable strategies for using customer feedback to de-risk commercial decisions, build passionate brand advocates, and drive sustainable business revenue.

How this conversation actually went

Every chapter scored 0–10 on four independent dynamics. Hover any point for the reasoning behind the score. How this is scored →

Jason as informed peer 0.0 Guest teaching 0.0 Guest disagreement 0.0 Jason pushing back 0.0
05100:0010:0020:003:25–5:33 · Jason as informed peer 0/10 Tip 1: Informing Messaging and Positioning Decisions This is a solo keynote presentation where Leela Srinivasan explains how to avoid marketing blunders by using feedback to test messaging and positioning. No host is present or speaking.5:34–7:41 · Jason as informed peer 0/10 Tip 2: Feedback as the Ultimate Data Enrichment Srinivasan outlines Box's listening post strategy and using feedback as data enrichment within CRM systems. Monologue presentation format.7:44–9:59 · Jason as informed peer 0/10 Tip 3: Leveraging Feedback for Surprise and Delight The speaker shares an anecdote about sending ice cream to a client to demonstrate surprise-and-delight tactics. Keynote presentation with zero host interaction.10:03–13:24 · Jason as informed peer 0/10 Tip 4: Creating Lead-Generating Content from Feedback Srinivasan presents case studies from LinkedIn, Netflix, and HackerRank to show how feedback fuels lead generation content. Monologue keynote presentation.13:27–16:13 · Jason as informed peer 0/10 Tip 5: Informing Pricing and Packaging with Real Data Srinivasan addresses pricing methodologies and willingness-to-pay research at Lever and LinkedIn. Keynote delivery with no interviewer dialogue.16:16–20:01 · Jason as informed peer 0/10 Tip 6: Building Advisory Councils and Customer Champions The speaker details customer advisory councils through a case study of Lever's relationship with a customer champion. Monologue address.20:01–22:18 · Jason as informed peer 0/10 Tip 7: Connecting Customer Feedback to Employee Retention Srinivasan presents SurveyMonkey research showing a direct correlation between customer empathy and internal employee retention. Solo presentation.22:20–25:56 · Jason as informed peer 0/10 Interactive Audience Survey, Key Takeaways, and Conclusion Srinivasan conducts an interactive QR-code survey and recaps the seven core principles before concluding the talk. Keynote format with no host interaction.3:25–5:33 · Guest teaching 0/10 Tip 1: Informing Messaging and Positioning Decisions This is a solo keynote presentation where Leela Srinivasan explains how to avoid marketing blunders by using feedback to test messaging and positioning. No host is present or speaking.5:34–7:41 · Guest teaching 0/10 Tip 2: Feedback as the Ultimate Data Enrichment Srinivasan outlines Box's listening post strategy and using feedback as data enrichment within CRM systems. Monologue presentation format.7:44–9:59 · Guest teaching 0/10 Tip 3: Leveraging Feedback for Surprise and Delight The speaker shares an anecdote about sending ice cream to a client to demonstrate surprise-and-delight tactics. Keynote presentation with zero host interaction.10:03–13:24 · Guest teaching 0/10 Tip 4: Creating Lead-Generating Content from Feedback Srinivasan presents case studies from LinkedIn, Netflix, and HackerRank to show how feedback fuels lead generation content. Monologue keynote presentation.13:27–16:13 · Guest teaching 0/10 Tip 5: Informing Pricing and Packaging with Real Data Srinivasan addresses pricing methodologies and willingness-to-pay research at Lever and LinkedIn. Keynote delivery with no interviewer dialogue.16:16–20:01 · Guest teaching 0/10 Tip 6: Building Advisory Councils and Customer Champions The speaker details customer advisory councils through a case study of Lever's relationship with a customer champion. Monologue address.20:01–22:18 · Guest teaching 0/10 Tip 7: Connecting Customer Feedback to Employee Retention Srinivasan presents SurveyMonkey research showing a direct correlation between customer empathy and internal employee retention. Solo presentation.22:20–25:56 · Guest teaching 0/10 Interactive Audience Survey, Key Takeaways, and Conclusion Srinivasan conducts an interactive QR-code survey and recaps the seven core principles before concluding the talk. Keynote format with no host interaction.3:25–5:33 · Guest disagreement 0/10 Tip 1: Informing Messaging and Positioning Decisions This is a solo keynote presentation where Leela Srinivasan explains how to avoid marketing blunders by using feedback to test messaging and positioning. No host is present or speaking.5:34–7:41 · Guest disagreement 0/10 Tip 2: Feedback as the Ultimate Data Enrichment Srinivasan outlines Box's listening post strategy and using feedback as data enrichment within CRM systems. Monologue presentation format.7:44–9:59 · Guest disagreement 0/10 Tip 3: Leveraging Feedback for Surprise and Delight The speaker shares an anecdote about sending ice cream to a client to demonstrate surprise-and-delight tactics. Keynote presentation with zero host interaction.10:03–13:24 · Guest disagreement 0/10 Tip 4: Creating Lead-Generating Content from Feedback Srinivasan presents case studies from LinkedIn, Netflix, and HackerRank to show how feedback fuels lead generation content. Monologue keynote presentation.13:27–16:13 · Guest disagreement 0/10 Tip 5: Informing Pricing and Packaging with Real Data Srinivasan addresses pricing methodologies and willingness-to-pay research at Lever and LinkedIn. Keynote delivery with no interviewer dialogue.16:16–20:01 · Guest disagreement 0/10 Tip 6: Building Advisory Councils and Customer Champions The speaker details customer advisory councils through a case study of Lever's relationship with a customer champion. Monologue address.20:01–22:18 · Guest disagreement 0/10 Tip 7: Connecting Customer Feedback to Employee Retention Srinivasan presents SurveyMonkey research showing a direct correlation between customer empathy and internal employee retention. Solo presentation.22:20–25:56 · Guest disagreement 0/10 Interactive Audience Survey, Key Takeaways, and Conclusion Srinivasan conducts an interactive QR-code survey and recaps the seven core principles before concluding the talk. Keynote format with no host interaction.3:25–5:33 · Jason pushing back 0/10 Tip 1: Informing Messaging and Positioning Decisions This is a solo keynote presentation where Leela Srinivasan explains how to avoid marketing blunders by using feedback to test messaging and positioning. No host is present or speaking.5:34–7:41 · Jason pushing back 0/10 Tip 2: Feedback as the Ultimate Data Enrichment Srinivasan outlines Box's listening post strategy and using feedback as data enrichment within CRM systems. Monologue presentation format.7:44–9:59 · Jason pushing back 0/10 Tip 3: Leveraging Feedback for Surprise and Delight The speaker shares an anecdote about sending ice cream to a client to demonstrate surprise-and-delight tactics. Keynote presentation with zero host interaction.10:03–13:24 · Jason pushing back 0/10 Tip 4: Creating Lead-Generating Content from Feedback Srinivasan presents case studies from LinkedIn, Netflix, and HackerRank to show how feedback fuels lead generation content. Monologue keynote presentation.13:27–16:13 · Jason pushing back 0/10 Tip 5: Informing Pricing and Packaging with Real Data Srinivasan addresses pricing methodologies and willingness-to-pay research at Lever and LinkedIn. Keynote delivery with no interviewer dialogue.16:16–20:01 · Jason pushing back 0/10 Tip 6: Building Advisory Councils and Customer Champions The speaker details customer advisory councils through a case study of Lever's relationship with a customer champion. Monologue address.20:01–22:18 · Jason pushing back 0/10 Tip 7: Connecting Customer Feedback to Employee Retention Srinivasan presents SurveyMonkey research showing a direct correlation between customer empathy and internal employee retention. Solo presentation.22:20–25:56 · Jason pushing back 0/10 Interactive Audience Survey, Key Takeaways, and Conclusion Srinivasan conducts an interactive QR-code survey and recaps the seven core principles before concluding the talk. Keynote format with no host interaction.

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

0:00 · Jason 0% · guest 100%0:00 · Jason 0% · guest 100%3:00 · Jason 0% · guest 100%3:00 · Jason 0% · guest 100%6:00 · Jason 0% · guest 100%6:00 · Jason 0% · guest 100%9:00 · Jason 0% · guest 100%9:00 · Jason 0% · guest 100%12:00 · Jason 0% · guest 100%12:00 · Jason 0% · guest 100%15:00 · Jason 0% · guest 100%15:00 · Jason 0% · guest 100%18:00 · Jason 0% · guest 100%18:00 · Jason 0% · guest 100%21:00 · Jason 0% · guest 100%21:00 · Jason 0% · guest 100%24:00 · Jason 0% · guest 100%24:00 · Jason 0% · guest 100%
Sharpest disagreement ▶ 3:25 Calling out marketer credibility issues

In a solo keynote devoid of interpersonal confrontation, Srinivasan's sharpest critique is calling out marketing professionals for making things up without data.

 Hardest push from Jason ▶ 0:00 Keynote intro / no pushback

There is no host present or speaking during this solo conference talk, resulting in zero host pushback across the session.

 Biggest teaching moment ▶ 20:25 Educating audience on retention data

Srinivasan breaks down empirical data proving that employee retention jumps when companies actively listen to customer feedback.

 Jason holds their own ▶ 0:00 Monologue presentation / host absent

The session is delivered entirely as a solo stage presentation, so there is no host participation or counter-expertise demonstrated.
the scores for every segment, with the reasoning behind each
ChapterTopicJason as informed peerGuest teachingGuest disagreementJason pushing backWhy
Tip 1: Informing Messaging and Positioning Decisions 0000 This is a solo keynote presentation where Leela Srinivasan explains how to avoid marketing blunders by using feedback to test messaging and positioning. No host is present or speaking.
Tip 2: Feedback as the Ultimate Data Enrichment 0000 Srinivasan outlines Box's listening post strategy and using feedback as data enrichment within CRM systems. Monologue presentation format.
Tip 3: Leveraging Feedback for Surprise and Delight 0000 The speaker shares an anecdote about sending ice cream to a client to demonstrate surprise-and-delight tactics. Keynote presentation with zero host interaction.
Tip 4: Creating Lead-Generating Content from Feedback 0000 Srinivasan presents case studies from LinkedIn, Netflix, and HackerRank to show how feedback fuels lead generation content. Monologue keynote presentation.
Tip 5: Informing Pricing and Packaging with Real Data 0000 Srinivasan addresses pricing methodologies and willingness-to-pay research at Lever and LinkedIn. Keynote delivery with no interviewer dialogue.
Tip 6: Building Advisory Councils and Customer Champions 0000 The speaker details customer advisory councils through a case study of Lever's relationship with a customer champion. Monologue address.
Tip 7: Connecting Customer Feedback to Employee Retention 0000 Srinivasan presents SurveyMonkey research showing a direct correlation between customer empathy and internal employee retention. Solo presentation.
Interactive Audience Survey, Key Takeaways, and Conclusion 0000 Srinivasan conducts an interactive QR-code survey and recaps the seven core principles before concluding the talk. Keynote format with no host interaction.

Statements from this episode (7)

Assertion Supported
Srinivasan: SurveyMonkey Processes 20 Million Answered Questions Daily
“We have twenty million questions per day answered on our platform”
Leela Srinivasan Jun 3, 2019 ▶ 1:50
Assertion Supported
Srinivasan: 63% of Customers Believe Marketers Sell Them Unneeded Products
“63% of customers think that customers, that marketers are selling them something that they do not need.”
Leela Srinivasan Jun 3, 2019 ▶ 2:20
Disclosure
Srinivasan: SurveyMonkey Is Moving Upmarket to Target Enterprise Customers
“We're moving to enterprise, as you may or may not have heard, and we got some hearts and minds to change on that journey.”
Leela Srinivasan Jun 3, 2019 ▶ 4:24
Disclosure
Srinivasan: SurveyMonkey Embeds Follow-Up Surveys in Lead Gen Confirmation Emails
“At SurveyMonkey, similarly, we're using surveys and customer feedback in the funnel itself, so the minute you submit a lead gen form, you get the email confirmation, and we include a link there to a very quick form where you can give us just a little bit more …”
Leela Srinivasan Jun 3, 2019 ▶ 7:19
Opinion
Srinivasan: Silicon Valley Companies Chronically Delay Pricing Decisions Until Launch
“So I think it's pretty chronic, actually, in the valley where we get all excited about product development, And it's only in the dying days before launch that we're like, oh shit, I gotta price this thing.”
Leela Srinivasan Jun 3, 2019 ▶ 13:49
Opinion
Srinivasan: Hiring Pricing Consulting Firms Is Expensive but Worth It
“And when I've had the budget, I have gone with a pricing agency or pricing consulting firm rather, and done the research through them. It's been expensive, but it's definitely been worth it.”
Leela Srinivasan Jun 3, 2019 ▶ 14:37
Assertion Supported
Srinivasan: High Customer Empathy Boosts Employee Retention by 16 Points
“When we've surveyed individuals who believe that their companies display a high degree of empathy for their customers, 82% of them believe that they'll still be at their job two years from now. Pretty darn high. When we have surveyed those who believe that the…”
Leela Srinivasan Jun 3, 2019 ▶ 20:42
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