SaaStr 093: Why You Cannot Be Excellent For Anyone If You Are Not Willing To Be Ok For Someone & How To Manage NPS Effectively With Scaling with Lexi Reese, Chief Customer Experience Officer @ Gusto

✨ AI Summary

Customer experience requires being 'okay' for some to be 'excellent' for others.
Effective NPS management is key for scaling customer satisfaction.
Customer focus stems from early microfinance and Google experience.

Guests on This Episode

LR

Lexi Reese

1 podcast appearance

Apr 1, 2026 · 42:56

Mar 25, 2026 · 31:28

Mar 18, 2026 · 01:05:48

Mar 11, 2026 · 41:25