Building Your Customer Experience from the Ground Up with Robin Laine, Co-Founder & CEO of Transect

This episode features an interview with Robin Laine, CEO and Co-Founder of Transect, a SaaS company providing automated environmental compliance solutions for the built world.  Robin talks about advocating for the customer, making a product 10 X better than the competition, and the life cycle of a startup.Quotes*“We really should be the guide along a customer's journey, not the hero of their journey. Like they are the hero, right. We're just here to make their lives better. And so much of it is listening to their pain points, listening to what brings them joy, listening to the words that they say, and then writing them down and then saying them back to them. I mean, that's literally what we do. We do a lot of case studies with our customers and we'll take the exact words that our customers say about why they like Transect, some feature that's helpful for them, and we'll regurgitate it in a marketing campaign because we know that that's what their peers are used to hearing.”*“We make money to control our destiny as a startup. The more that we can control our revenue, the more we have choice over who our future investors are, among other things. We're making money so that we can all continue to enjoy this really awesome culture that we've built and continue to build what we want to build and do what we want to do on our own timeline.”Time Stamps*[0:07] The Case*[1:20] Introducing Robin Laine, Founder and CEO at Transect*[5:08] Evidence #1: Mis-identifying the target customer*[12:27] Evidence #2: Solving for the wrong problem*[19:12] Evidence #3: Product is too similar to others on the market*[21:30] Debrief*[22:30] The HGS PubBioRobin Laine is the CEO and Co-founder of Transect.com. She has spent over 15 years managing natural resources compliance and permitting projects across the U.S. Along with navigating federal, state, and local permits for her clients, Robin established in-house natural resource compliance processes for oil and gas companies and gave presentations across the U.S. educating various industries on how to best manage federal and state environmental regulations.Thank you to our friendsThis podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.Links:Connect with Robin on LinkedInFollow Robin on TwitterCheck out TransectConnect with Lyssa on LinkedInFollow Lyssa on TwitterCheck out HGS