Let your customers be your scouts, w/Eventbrite's Julia Hartz

Feedback Mechanisms

Julia Hartz, co-founder of Eventbrite, emphasizes the importance of customer feedback as a driving force for innovation. She shares how Eventbrite scaled from a simple ticketing app to a comprehensive platform by closely listening to and observing their users' needs. This approach has allowed them to integrate with over 100 partners, including platforms like Facebook and Spotify, to better serve event creators.

Be thankful for that constant roar of feedback from your users. It's the wind that fills your sails and drives you on to new innovations.

--- Reid Hoffman

Reid Hoffman notes that the attentiveness to customer needs has been pivotal in Eventbrite's growth, highlighting the importance of maintaining a strong connection with users even as the company expands 1 2.

   

Responding to Feedback

Eventbrite's strategy involves actively responding to customer feedback to align their products with user needs. Julia believes in maintaining rapid feedback loops, treating customer input as a "coiled spring" that propels the company forward. This approach has enabled Eventbrite to support a diverse range of event organizers, from tech bloggers to goat yoga instructors, by understanding and addressing their unique requirements.

I made it my policy early on to respond to every single email from every employee and every customer, and I pretty much to this day, been true to it.

--- Julia Hartz

Hoffman compares this method to a supercharged form of echolocation, where feedback helps the company see opportunities others might miss 3 4.