Recently, I had the chance to chat with Seth Kenvin, CEO of Market 7, a San Francisco-based company that streamlines the video production process through online collaboration. We talked about what it’s like leading the creation of a new business model while simultaneously iterating on your product — all the while getting feedback from some very vocal and opinionated private beta users.
According to Seth, using Get Satisfaction has paid off in a big way:
“Market7 would not be product that it is today if it were not for Get Satisfaction. Features and modules across the full breadth of our solution are based on ideas raised, vetted, prioritized, and refined through Get Satisfaction. Previously, we were making assumptions based on anecdotal evidence, but now it is tangible — not hypothetical! We’re making decisions based on real-world information and insight.”
Now that Market7 is out of private beta, Seth told me that Get Satisfaction has continued to be a great communication channel both for customer support and for brand-building. He summed it up like this:
“Get Satisfaction keeps us real… and our customer interaction is that much better because we are building a reputation for responsiveness. Using traditional email support, requests, ideas, and questions can fall into a black hole from the user’s perspective. Our customers feel heard, and they are more patient because they know that we’re listening and responding… even if we can’t solve their problem right away.”
We’re glad to help, Seth, and we love the fact that we’ve been able to contribute to your success!
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