Cole Schofield's guest appearances

Cole Schofield

Operations with Sean Lane

Allison Pickens

Cameron Herold

Brad Smith

Will Collins

Tim O'Brien

Jason Reichl

Kyle Poyar

Kyle Morris

Dave Gerhardt

Olga Andrienko

Eileen Lee

Brett Queener

Allison Metcalfe

Pete Kazanjy

Meghan Gill

OwlTail

Gusto

On this episode of Operations, Sean interviews a post-sale ops pro focused on customer operations. Together they talk about the direct impact operations can have on the customer experience. A lot of hypergrowth companies focus on short term wins versus long term gains. But for Cole Schofield, Gusto's Head of Customer Experience, that just won't cut it. Because short term wins never justify the long term sacrifice. It's better to invest in the future. So Cole and his team avoid taking shortcuts at all costs and take ownership of the customer journey from the very beginning – from implementation, into servicing, and all the way through renewal or upsell. Cole says it's his job to have the best understanding and the best analysis of that customer experience. To learn how Cole and his team solve for the long term, create target personas, and bring a data driven approach to prioritization and decision making, listen to the full episode.

Don't Optimize for the Short-Term with Gusto's Cole Schofield