Mastering Product-led Growth (PLG) & Sales-led Growth (SLG) for Enterprise | Calendly Former CPO Stephen Hsu | E241 | #TheProductPodcast

"Using the service itself, people talk about eating your own dog food. I think, of course, it can uncover problems, but it can also uncover the joys of your product."

In this edition of #TheProductPodcast newsletter, we dive into the world of scheduling automation with Stephen Hsu, Former Chief Product Officer at Calendly. With extensive experience at Salesforce and now leading product at Calendly, Stephen shares valuable insights on building a successful scheduling platform, fostering a healthy product culture, and revolutionizing how people schedule meetings.

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There are many incredible lessons to learn from Stephen. Here are a few of the top ones:

Embracing Customer Feedback

"We crave data, but were not slaves to it."

Stephen emphasizes the importance of balancing data-driven decisions with customer insights. He explains how Calendly has implemented various mechanisms to gather and act on customer feedback, including looking at dashboards daily and maintaining customer intimacy. This approach allows the company to stay connected with its users while avoiding the pitfall of being paralyzed by data overload. Stephen's insight underscores the value of maintaining a flexible mindset and being open to adjusting product vision based on real-world customer experiences.

Fostering a Healthy Product Culture

"I think there's a lot of opportunity for Calendly specifically here."

Stephen discusses the importance of creating an environment where team members feel safe to share ideas and learnings. He emphasizes the value of transparency and the willingness to challenge leadership with well-reasoned arguments. This approach not only builds psychological safety but also encourages innovation and continuous improvement within the product team. Stephen's perspective highlights how a culture of open communication and trust can lead to better product outcomes and a more engaged team.

Evolving from Scheduling to a Robust Platform

"We want to offer that from a productivity perspective. It's no longer a copy paste of the web app experience."

Stephen shares how Calendly has evolved from a simple scheduling platform to a sophisticated productivity tool with specialized teams focusing on different aspects of the business. He explains how the company has developed features to support users on mobile, effectively creating a tailored experience for on-the-go professionals. This evolution demonstrates Calendly's ability to adapt to changing market needs and support the growth of their most successful users.

Balancing Platform Risks and Rewards

"We've done a in a difficult market. We decided to be more conservative with that."

Stephen discusses how Calendly manages the inherent risks in their platform by being more conservative with their activation metrics. He explains how this approach allows the company to focus on creating real value for users while providing the necessary insights to keep them engaged on the platform. Stephen's insights reveal how Calendly has turned a potential weakness into a strength, using risk management as a key differentiator and value proposition for their users.

Creating a Superior User Experience

"We want to be extraordinarily reliable. Every small improvement we make in the experience matters."

Stephen emphasizes Calendly's commitment to creating a user experience that surpasses traditional scheduling methods. He discusses how the company focuses on reducing friction, increasing reliability, and offering unique productivity enhancements. This approach has allowed Calendly to position itself as more than just a scheduling solution, but as a platform that creates emotional connections with its users. Stephen's perspective highlights how attention to detail and continuous improvement in user experience can set a product apart in a competitive market.

?? Key takeaways

- Balance data-driven decisions with qualitative customer insights to guide product development.

- Foster a product culture that celebrates learnings and encourages open communication.

- Adapt your product to support the growth and evolving needs of your most successful users.

- Turn potential platform risks into value propositions through innovative solutions.

- Focus on creating a superior user experience to differentiate your product in the market.

- Embrace customer feedback to uncover both problems and joys in your product.

?? Check out the full episode here ??

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Credits:

Stephen Hsu

Carlos Gonzalez de Villaumbrosia

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