Stripe's Bold Move: Inviting Customers to Exec Meetings for Honest Feedback
Stripe CEO Patrick Collison reveals a unique strategy—customers join management meetings for candid feedback.
Matilda
Stripe's Bold Move: Inviting Customers to Exec Meetings for Honest Feedback
I’ve always believed that no amount of internal brainstorming can substitute for direct customer feedback—and at Stripe, is that belief to the next level. Patrick Collison,co-founder and CEO, recently shared a behind-the-scenes look at how we engage customers right inside our executive meetings. Image Credits:Matthias Oesterle/Corbis / Getty Images Every two weeks, we bring a Stripe customer into the first 30 minutes of our leadership team meeting. About 40 of us from various departments—product, engineering, customer success, and more—listen firsthand to their experiences, needs, and frustrations. This isn’t a PR exercise. We’re not scripting what they say. We’re listening. As Patrick wrote in an April 8 post on X (formerly Twitter), these meetings often spark new ideas and lead us to investigate overlooked issues, even though we already collect feedback through many other channels. Listening at Scale: Our $1.4 Trillion Motivation This kind of initiative might seem unusual for a company…
