The one with the new studio - Jessica “JP” Posey, Senior Director of CX for Kit E217

🎤🎞️“The one with the new studio” with Jessica “JP” Posey, Senior Director of CX for Kit in CX Passport Episode 217🎧 What’s in the episode?...

(Special Kit offer JUST for CX Passport listeners is in the episode)

In this episode of CX Passport, host Rick Denton is joined by Jessica “JP” Posey, the Senior Director of Customer Experience at Kit. Filmed at the Kit Studios in Chicago, JP and Rick discuss how customer experience (CX) is a significant growth engine for businesses rather than just a cost center. They explore how Kit, an email-first operating system, integrates CX into its product and service offerings to differentiate itself in the market. From the evolution of Kit Studios to the operational challenges of expanding physical locations, JP shares insights on managing complex experiences, leveraging AI for customer feedback, and the importance of aligning internal teams. The conversation also touches on JP's background in theater, ballet, and coaching, and how these diverse experiences contribute to her approach to delivering exceptional customer experience at Kit. Additionally, the episode offers a special deal for listeners: a 30-day free trial of Kit.

CHAPTERS

00:00 CX as a Growth Engine

00:30 Introducing Jessica JP Posey and Kit Studios

03:01 The Origin of Kit Studios

04:50 The Role of Customer Experience in Business

08:44 Leveraging Customer Feedback

16:02 Global Perspectives in Customer Experience

17:41 Global Collaboration Challenges

18:06 Setting Clear Expectations

18:47 Travel and Dream Destinations

21:03 Favorite Foods and Childhood Memories

22:37 The Preki Experience and Leadership Lessons

25:34 Theater and Improv Influence

27:30 Consistency in Customer Experience

30:36 Future Plans for Kit

31:52 Conclusion and Special Offer

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I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

JP LinkedIn: https://www.linkedin.com/in/jessicaposey/

Special Kit offer (30 days free!) for CX Passport listeners: https://partners.kit.com/uvtoki

Subscribe to CX Passport newsletter: cxpassport.kit.com/signup 

Transcript

Jessica "JP" Posey: 0:00

I don't think CX is a cost center. It might be a hot take, but to me, it's really this growth engine for your business, customer

Rick Denton: 0:09

experience wisdom, a dash of travel talk. We've been cleared for takeoff. The best

CX Passport Band: 0:14

meals are served outside and require passport.

Rick Denton: 0:18

If y'all are watching the video today, you can definitely tell that something is absolutely different. If you're not watching this is one to go ahead and hit pause on your podcast app and head over to YouTube, because you're going to want to see this today. I am joined by Jessica JP Posey, the senior director of customer experience at kit. If you're subscribers to the CX passport newsletter, you already know the kit brand, because you see it right there, and as they are, the engine for the CX passport newsletter. And if you're not a subscriber, you'll want to pay attention to this episode, because there's going to be a specific deal for listeners of this episode that you're going to want to start to get your newsletter on kit as quickly as possible. I am clearly a fan of kit, and I loved the experience, and that's what JP is all about the experience. This is what JP does for kit. Today, we're getting to see a special version of that as we're talking about a physical experience. We are today sitting in the kit studios in Chicago, and I found out we're recording the first ever episode inside the kit studios in Chicago, which just shows you, experience isn't just a product. It's not just customer service. It is this full brand expression of the relationship with customers, even this physical space makes that relationship in place with many of the kit customers, delivering video podcasts and creating other content kits saw an opportunity to differentiate, and I'm going to want to learn a little bit more about that from JP today. I can tell you from looking around, I'm clearly very impressed, and it's going to be a lot of fun to talk with you today. Welcome to CX passport.

Jessica "JP" Posey: 2:00

Thank you so much for having me, Rick. I'm I'm honored to have this conversation.

Rick Denton: 2:04

It's gonna be a treat. And we were talking before we hit record that this is a lot of firsts, right? This is a first inside the studio, first podcast experience, first time to Chicago. I understand as well.

Jessica "JP" Posey: 2:16

Yep, I've been here not even 12 hours yet. Yeah,

Rick Denton: 2:20

I heard it was a little bit of a rough arrival, three hour delay, that sort of stuff. So I will tell you all, if you are watching this, check out those shoes too. Do those shoes just look so awesome? We were saying those look like something you would wear for the first visit to Chicago. This is spectacular. JP, thank you. Kit describes itself as an email first operating system. I gotta tell you, video studios aren't what I think of when I think about an email first operating system. What was it about the kid experience that you were hoping to deliver to the customers that made y'all say, Yeah, I think video studios are the right idea. How did that get started and go from idea to physical concept that we're sitting in today.

Jessica "JP" Posey: 3:03

So the kit Studio's origin story is actually not that different from that of kit itself. Okay, it's the brain child of our CEO and founder, Nathan Berry, all right. He founded kit back in 2013 based on his own experience as a creator. He wanted to connect with his audience via email, and there wasn't really a tool that was designed specifically for that use case. And similarly, he came up with the idea of four kids videos back in 2018 and this idea that it was, it maybe was part coffee shop and part community space and co working space, and also a place where you could come in and record. And over time, it evolved. And eventually, in 2024 came to life. And what we really focused on, as you can tell here, is, is that video recording? Yeah. And the reason for that is, you know that the reason I would imagine you got into podcasting was not necessarily because you wanted to become an expert in microphones and cameras all

Rick Denton: 3:58

of this. Let's talk about chord management today sounds great, exactly

Jessica "JP" Posey: 4:03

right. And so I'm guessing that the reason that you got into this space was because you wanted to create great content for your listeners and your readers of your newsletter. And so now we handle all of that production tech for you, and you're not worrying about room echo or squeezing a bunch of equipment into a closet in order to make it feel like a real studio, right? You're not telling your dog or your kids to be quiet for the 1,000th time. You get to come in and really focus on content, yeah, literally, just press record. And that's what

Rick Denton: 4:34

we did today, and it was great to be able to hit that record. It's still it. I see the desire, I see the appetite for it. It's still a an interesting leap from idea to execution. In the sense of, there had to have been some gates along the way. Of, yeah, but does it make sense? Because this is kids, not a charity. This is a for profit business. How was it thought of? In the sense of, this is not only going to be a delight for. Customers, that's great, and especially those of us that are in the customer experience space. Chief Customer Officer, all of that we care about pleasing our customers, but our CFOs care about making money, too. So what were those conversations like? Of Okay, yeah, but this has to make business sense too.

Jessica "JP" Posey: 5:16

I think part of this is about that evolution to become kit, rebranded from ConvertKit to kit last year, and this felt like one of the things that we could do as kit that maybe wouldn't have made as much sense for kit. And what I mean by that is, as you mentioned at the start, we are the email first operating system or creators, and so you're able to plug in apps through our app store, and now you're able to create content. And so kit is really the center of that work and of your work as a creator, and this is one element that helps you level up that production.

Rick Denton: 5:48

Hey there. Cx passport, travelers. I want to let you know about CX passport live. CX passport live helps brands amplify their events impact with the power of live in person podcasting. Brands partner with CX passport live at their on site event to help excite attendees, reward high value customers and convert potential customers. Bring a new level of energy and excitement to your event and amplify your brand's impact with CX passport. Live. Learn more at CX, passport, live.com now back to the show. It really. It really does. And I would imagine there's some conversations around and this is going to help differentiate between other brands. We're not going to do a let's disparage other brands kind of conversation, because that's not how we operate here. Is there that thought though that this is going to be more attractive, or is it to keep people sticking around? Is it to make them say, you know, I never want to leave kit because I can record at a studio. What's What's the justification?

Jessica "JP" Posey: 6:48

Yeah, I think, I think it's all of the above. I mean, we are committed to delivering that best possible experience for our customers, whether that is in a software or digital setting or in a physical one like this, or at our annual conference at craft and commerce in June. Let's talk about

Rick Denton: 7:03

that you said. You talked about the digital experience, the physical experience. You are head of experience. You've got all of that under your belt. And when you start to expand into a physical space, things get complex. When you start to expand into multiple locations, things get even more complex. We're talking in Chicago. This is Studio two, and imagine there's visions for even more down the line. How are you managing that complexity and being able to deliver a unified good or a great experience to your customer when you're starting to add all of this complexity to what experience means?

Jessica "JP" Posey: 7:41

So kit was a remote first company, right? And that was before anyone else was doing it, before it was cool. This was back in 2013 we'd never had an office space previously, and standing up kit studios for us not only meant, how do we deliver this amazing in person experience for creators, but also, what does it look like to hire our first in person employee? Shout out to you, Lexi, thank you for everything you do to make kids studios what it is. And I like that. Hello. Lexi, hi, and I think the same principles apply. We're trying to make things as easy as possible. We are recording this first ever episode in in Chicago. And even before this, we were talking about little tweaks that we might make or or suggestions that you had in order to make that a really plug and play experience as much as possible. And so I think whether you're talking about software or you're talking about in person, it's it's all about, how do you make it as seamless? How do you make it something that you don't really have to think about? You just press play.

Rick Denton: 8:44

So let's, let's. Can we go a little deeper into the how part of that? Because I think that's something that, at least I feel I've seen historically in the CX discipline, is there's a lot of thought to what the experience might be, the journey map might be, or those kind of stuff. But the how of it is really what makes it something that's sustainable in your role. I imagine you're having to work with all sorts of teams to make a how like this. Probably when you were thinking, Okay, I'm gonna get into customer experience, you weren't thinking about electrical engineering. And yet, electrical engineering is something that might be on your mind with this experience. How do you get all of those functions inside of kit, or externals, all woven together in this marching forward vision towards a actual customer experience that kit wants to deliver.

Jessica "JP" Posey: 9:30

The way I think about CX is that you're really sitting at the heart of this. It's not one thing. It's everything put together the sum of those parts, and I believe that you have a an opportunity, but also responsibility, dare I say, to be that voice of the customer internally, and work with product and work with marketing and work with engineering, and the list goes on and on in order to deliver that and to keep everyone alive. Aligned on the vision, and then share the feedback that does come in from our customer, because we have 10s of 1000s of one on one interactions with our customers every single month. Yeah, and our responsibility to then funnel that into something that that can be leveraged by those other teams to do their best work. Can

Rick Denton: 10:19

you do you mind opening the door a little bit on that, because I I've and it's not like, ooh, Rick, you're so unique with this thought, but I find that to be some of the most valuable influence factors inside of a company is the actual customer's voice. How are you taking that inside of kit? Specifically, if you could, because there's folks listening. That's like, Yeah, I'd love to do that at my company too, but I don't know how. How are y'all doing that with those 1000s of feedback points that you're getting and then sharing it into the company to influence choices downstream?

Jessica "JP" Posey: 10:48

Yeah, you're absolutely right that I am not sitting here reading 10s of 1000s of one on one interactions every month. Hey, have you looked at this one? Hey, have you tried that one? Exactly? And so we use a tool is specifically called interpret. I think this is a great use case for AI because it makes it much easier to parse that signal from noise than you ever could in the past. And we use this tool called interpret that it digests all of that data, all of the conversations that we're having in support tickets, all of our Gong conversations, all of what's happening in social media, and the list goes on and on, and we're aggregating all of that so that we can then interact with it and ask questions that you might have. Is there something

Rick Denton: 11:33

that kit was going to do but a particular customer voice and not one, but you know, some sort of theme came through, and you, as the chief customer officer, said, Hey, our customers are saying this, we should change direction. Can't

Jessica "JP" Posey: 11:49

think of a specific example of where we change direction based on that feedback, but I can tell you that a number of things on our roadmap just in the first half of this year are directly inspired by the conversations and that partnership we've built together with our product team.

Rick Denton: 12:05

Okay, I like that. And when I'll say that as a customer, there's some tools that I use inside this podcasting world kit being one of them, there's others as well, that when I feel like the product team is listening to me, then I feel more connected to that the software that I use to record in my podcast, I feel that way about them. I'm now starting to feel that way about kit. When you take that input into the company, are people already saying, you know, we're on board with it? Or was there ever a phase that you're like, No, no. We need to kind of convince folks that the customer's voice matters.

Jessica "JP" Posey: 12:37

I think it took much convincing, yeah, but it did take operationalize, because again, before AI was a term that everyone was talking about, and it was something that we truly had at our fingertips, it was way harder to have confidence and to really build that business case, because that's how I look at our work in this space. We're building that business case and saying, Here's the reason why, here's what our customers are saying. You can read the exact quotes, but here's how many times they're saying it, and here's what that would look like and the impact on the business. Yeah, and that part is much easier than it was before, versus one off handed comment that might have come in, that may or may not be representative and

Rick Denton: 13:17

might have upset somebody. Oh, they're really angry. Let's go react to that, as opposed to a logical way of looking at let's stay in that business space. Because if when I look at your LinkedIn profile, revenue and profit growth kind of come up, those are recurring themes in your background and a key part of the experience that you have brought into the kit world, we hear about the ROI of CX all of the time. It's a phrase, but talk to me about how you really made that something that means something at kit, this result is going to result in this financial impact to the business. How does that manifest with your revenue and profit growth background?

Jessica "JP" Posey: 13:52

I don't think CX is a cost center. It might be a hot take, but to me, it's really this growth engine for your business. And so prior to kit in a past life, one of the things that I worked with our team to do was to stand up a pilot where we offered phone support. This wasn't something we were doing previously. They could write in via email, but email isn't always the best place to have more nuanced or strategic conversations, nor is it a great way to give someone a walk through of a new product or feature, no, not at all. And so as we were doing this, we'd never done anything like that before, and it was really important, from my standpoint, to make sure that we were able to speak to that value that we're adding. Of course, it's clear what we're adding to the customer, but is this going to make sense for the business? And so we worked with our data science team to set that up as a controlled experiment. We offer this to some customers in that segment, but not all, and that would allow us to really isolate that revenue impact. And our goal was to at least break even again. This wasn't necessarily something we were doing to be a big revenue driver for us, but we wanted to at least get our money back. And the biggest cost there was. Specifically hiring folks to then serve those customers, right, right? And we ran the numbers a couple months in, and again, our goal was 1x ROI, and we were seeing double digits. And I think that demonstrates the power of investing in CX. It's not, it's not a cost center, as I said, it truly can be a revenue driver or the business. So everyone wins. Creator, success is our success, which is one of our values I get. I

Rick Denton: 15:26

almost want to just stop the episode there, like that. That is such a Mic drop. I know cliche, but mic drop moment there, right? And it's that idea of No, this isn't some fluff or Nutter discipline. This is actual business. And those that are treating CX that way actually see those results. And I think some of the reason why the CX industry is having a bad name right now, and that sort of element, is many have lost their way and forgotten that. No, it's not just about delighting the customer, that's true. It's also about making money. I want to ask you about the kit customer. You talked about the technologies and all of that that have helped you understand the customer's voice. One of the things that is a complexity of the kit customer. We're talking about Boise in Chicago, two different geographic distribution. You're also dealing with a global customer that may have a different sense of their expectations around what that looks like. How have you understood the customer's global diversity, global perspectives and all of that, to be able to translate that into a product experience, an overall experience of a delight that wide spectrum of kit customer? So

Jessica "JP" Posey: 16:37

I'm going to zoom out for a minute. Most of the roles that I've held throughout my career have been global in nature. And I'm a big believer that in any kind of interaction at home or at work, most of the conflict is due to either lack of communication or miscommunication, right? And that challenge is only exacerbated when you think about working across borders. And so I think there's a few things that you do to account for that. One is to get curious. What are those differences? Yes, what are the different places that your customers or your colleagues are coming from? I'm not sure if you're familiar with Aaron Myers culture map, but she's,

Rick Denton: 17:15

you saw my eyebrows? Why? Yes, I am.

Jessica "JP" Posey: 17:19

But she, she plots countries on a number of different spectrums. And that's not to say that everyone from the US or from another country is all the same. We are all different individuals, but it can be a really helpful framework to think about and get curious about those differences. I think another way to combat those challenges is simply to make the time if you are working with someone on the other side of the world, well now you ask them a question, they get back to you tomorrow, and then the day after, and the day after, and something that could have been a 15 minute phone conversation sprawls over days or maybe even weeks. And so whether you're dealing with colleagues or you're dealing with customers, figuring out how to make yourself available when they are can be immensely and finally, clear expectations. Okay, right? Especially written expectations make all the difference. I did this with you this morning. I said in a text to you, I said two set expectations. We're still putting on the finishing touches. I want you to know what you're walking into. I did

Rick Denton: 18:22

not even think of that in the context of setting in a global expectation, but you're right. It was just so natural. Hey, hey, guess what? The studio looks pretty on the inside. The outside still so element, right? You met you, set my expectations, and it was delightful. Happy to hear you. Uh. JP, we're talking about the the world and the globe. If you've had, I imagine you've had the opportunity, not only to just have these email interactions that take their time and that sort of thing, but also the opportunity to travel the globe. And, you know, well, sometimes travel needs a little break. We talked about you getting in three hours late last night. It can be nice when you're on a travel to be able to stop down in the first class lounge. And that's what I invite you to do with me today. Let's stop down the first class lounge. We'll have a little fun here. What is a dream travel location from your past?

Jessica "JP" Posey: 19:13

Because I don't live there anymore, and it's now called traveling when I visit New York City,

Rick Denton: 19:19

okay? What New York City is such a it's such an immediate thought to mind, and yet, there's so much to the city, obviously. What is it about New York that you really love? I

Jessica "JP" Posey: 19:33

am a massive musical theater fan, so you cannot be Broadway, yeah,

Rick Denton: 19:37

Clancy and I, who you've had the opportunity to meet my wife and also my business partner. We have recently been going to New York a lot more lately, and that is just so much fun. And what's great is even the unplanned aspect of it. Hey, let's just that theater looks interesting. That show looks interesting. Are tickets available? Yes, let's go in there. Clearly, that's not going to be your big hits, but some of the quirkier ones. Can be fun to explore in that way. What about the other way, the future? What is a dream travel location you've not been to yet? So I swear

Jessica "JP" Posey: 20:07

this one has been on my radar for a while, and it is not just because of white lotus Thailand.

Rick Denton: 20:15

I love the caveat there, folks, I'm not influenced. It's kind of I'm gonna go get an Italian beef sandwich after we record today, and I promise it's not because of the bear. So I understand that perspective. What is it about Thailand? Why? Why is that your dream travel location? Gorgeous,

Jessica "JP" Posey: 20:33

the massages, the food. It feels such a unique space and like nothing I've I've ever experienced before, I

Rick Denton: 20:42

will encourage you, triply, to go there. So not only your own desires, not only white lotus, but the experiences that I've had in Thailand. We've actually got a sister in law that is Thai, and so I've had the chance to experience some family elements there. And it is one of the most wonderful countries in the world. And the food, the food, my gosh, is so wonderful. So let's stay in that vein. What is a favorite food of yours?

Jessica "JP" Posey: 21:06

Cheese? Oh,

Rick Denton: 21:08

I knew I was gonna like you. JP, just the whole category

Jessica "JP" Posey: 21:13

of cheese, category, I do not discriminate.

Rick Denton: 21:17

I have said that if I had to, I could live life on French bread, cheese and red wine. I think I could as well. Yeah, and when I was backpacking Europe, that's all I could afford, was French bread, cheese and wine. So I understand that with all the delight and smiles that we just went through, I'm gonna, I'm gonna break you a little bit here. What is something growing up you were forced to eat, but you hated as a kid?

Jessica "JP" Posey: 21:40

I've confirmed this with my mother. She did not make me eat anything. Okay, I did not want to really

Rick Denton: 21:47

okay. So you weren't forced to do anything. All right, look at you. Okay. Well done. Well done. JP, mom, hi, mom, that's right. Let's all say hi. JP, unfortunately, we're gonna have to leave the first class lounge. What is one thing, not including your passport, not including your phone, that you will not leave home without a drowsy eye mask. The Drowsy eye mask, tell me what is the drought is that a specific brand? Is that specific

Jessica "JP" Posey: 22:13

brand? I have no affiliation, unless they would like to create one. Right now, I've tested a bunch of different eye masks, and this one is Velcro, so it never stretches out. It's washable. So it's washable. Silk comes in a bunch of different colors. Ooh, okay, I definitely don't just have one.

Rick Denton: 22:35

JP, I want to ask you about this, the pre kid experience. You've got a whole host of experiences that were brought in and fed, and you talked about some of them, but you've even had theater experience. You've you've been a coach at Orange theory. How does all that weave in together to make your delivery of experience for kids something that the customer wants?

Jessica "JP" Posey: 23:02

I'll give you three leadership lessons, and I'll start with the orange theory coaching. Okay?

Rick Denton: 23:06

I'm so glad we're going to talk about that. When I saw that in your background, because you didn't mention it to me, and you know, of course, through the LinkedIn, I was like, oh, I want to know about this orange

Jessica "JP" Posey: 23:13

theory, absolutely. So my alter ego is as coach Jessica on the weekends. Okay? And I have learned so much from that experience that I apply to work in more of an office environment or a podcast environment, and one of the lessons that sticks with me most is the energy is infection. And so in a coaching environment, if you're having fun as a coach, your members, your customers in that environment are going to have fun as well, and that means that they're going to be more likely when I say, How's that weight doing? Oh, you think you can go a little heavier? Yeah, I'll grab it free delivery on Sundays. And they're more likely to say yes and opt in to that challenge and find the fun in the challenge that is an orange theory workout, right? And I think in more of an office environment or a podcast studio environment, and my work at kit, I think one of the key roles of a leader is to motivate and to inspire and to help those around you understand the vision and where we're going and why it's so exciting, right? And I'm also a big believer that that employee experience directly translates to the experience, experience that your customers are having when they're interacting with you. That's what,

Rick Denton: 24:27

when you were talking about orange theory right there. That's what was coming to mind, is even though they're sort of your they are your clients. They are your customers. But that energy that you're describing, you're sort of their leader. They're they're delivering on their performance goals or whatever that might be. Same kind of thing internally. How have you brought that into kit?

Jessica "JP" Posey: 24:46

At kit specifically, that's been a key part of how I've rallied folks around lots of different initiatives. And so you're the one putting on paper and saying, Hey, here's where we're going, here's what I'm. Thinking about, yeah, tell me why I'm wrong, tell me what I'm missing. Tell me what's not going to work here, and how to make it better. But that starts from a place of being everyone excited, because no one likes to be just told, Do this, do that you want to know, yeah, and that's where that motivation comes in, and that's how you get the fun of building on each other's ideas to ultimately do something better than either of you imagine at the start,

Rick Denton: 25:24

building on one another's ideas that triggered the other thought. That's a key part of improv, yes, and right, building on others ideas. Now, I know you have a theater background. Don't know if it's improv or not, but how are you taking that theater like? What of that are you bringing into today? What was that a theater experience like? And how is that a part of your kit world? Today, I've taken

Jessica "JP" Posey: 25:42

a few improv courses here and there, but primarily, I'm an actress and singer, and I grew up as a professional ballerina.

Rick Denton: 25:50

I'm learning all sorts of things here. Wait a second, so we're a singer, we're actress, we're ballerina. I'm learning that you're a ballerina. That is completely new news to me today. I cannot think of an art. It's probably not fair to other artistic disciplines, but when I think of the artistic discipline that well actually requires the most discipline. Didn't even mean to do that with my words. If being a ballerina, the physical discipline, the artistic discipline, the mental discipline, does that shape how you approach just your work world today, whether it's kit or beyond, does that discipline of then influence who you are today? Absolutely.

Jessica "JP" Posey: 26:31

So I grew up dancing for a pre professional company for 35 plus hours a week. Okay? And so from a very early age, from single digits, I got very comfortable managing my own time and using every single minute to finish my schoolwork so that I could both go to school and, yeah, recent ballet as well. And I think I've taken a lot of things from that experience, in addition to that time management personally, one of the things is that discipline that structure. How do you make things repeatable? How do you do things over and over and over again, so that yes, is everything going to go according to plan every single time in a CX environment or literally any other No, but you practice so much, you write the SOPs, you document things so that nine and a half times out of 10 is that it's that experience that you, that

Rick Denton: 27:28

you practice, affected. I'm so glad you brought that into the world of customer experience, because as you were starting to tell the story of the 35 hours the work there, it made me think of something that I've said, Is it is better to be consistently good than occasionally great. And especially in a technology environment, when I think about something like kit or something other that's really a technology, I don't really need to be delighted. I just need to know that my emails actually are sent to my customers, amongst many, many other things. And that idea of being able to know that I can trust that the product is going to be consistently good is much more important to me, and I that execution that you're describing from your past, bringing that into the experience that you're driving today.

Jessica "JP" Posey: 28:14

I love I love that phrase, and it brings me back to one of the things that when I first got into people management, very early in my career, my first manager coached out of me this micro management tendency. And one of the things that she said would help, which she was absolutely right about, was, how do you make sure that the times when you do miss the mark, the things, the times when things do go off the rails, make sure that those get to your desk, so that the rest you set up the process, you set up the system, you trust that it's going to happen, and then at those those moments when it doesn't you, that ties

Rick Denton: 28:47

back to something you said earlier that I actually wanted to get back to when we were talking about employee experience. It was almost just sort of a casual comment that you made. And when it's casual comments like that, it tells me that it's actually deeply embedded in someone because they don't even realize how important was, but you talked about that folks can bring what's not working well from an employee experience. How has that and this term is way overused, forgive me, but I'm going to say it just for context. How does how does that psychological safety exist? How has that been created so that people feel comfortable saying, No, this feature is wrong and we need to change it, or whatever the redirection needs to be. From an internal perspective,

Jessica "JP" Posey: 29:27

I think that trust not necessarily built in one interaction in one moment. It's a pattern of behavior over time. And so when someone gives feedback that might be difficult to hear, when they communicate fearlessly to use a catchphrase I like you say, Thank you, yeah, and you hear them out, and you try to understand and sit with whatever that challenging piece of feedback is, right? And not every piece of feedback is going to be able to be immediately action in the way that that individual envisioned. Right? But listen. You try to incorporate it, you share context, you have that dialog, and then you do something about it, whatever that looks like, whatever that best next step is. And one of the reasons, in addition to the work that I described earlier, we're listening, in aggregate, to what our customers are saying every single day. Whenever a customer in a support ticket has a piece of feedback or says, I wish this feature worked differently. I wish you did x, y, z, I'm reading those direct quotes verbatim, and then we have the way to analyze them. I love that. So what's

Rick Denton: 30:34

next? What's next for the kit customer? I'm sitting here in a gorgeous studio. I've already raved about the product. What's next for the kit customer? That is either going to be that delight, or that consistently good experience for the kit customer? Well, immediately,

Jessica "JP" Posey: 30:47

next is officially opening kit studio Chicago. Yay, again. Delighted to have you here for our first recording, and then looking to expand from there. Our next location will be in New York. Timelines I can share yet. Oh,

Rick Denton: 31:01

all right, so we have a little Intel here New York is going to be next. Exactly, excellent, exactly. You

Jessica "JP" Posey: 31:07

can also expect continued evolution of our app store, as we discussed. It is the email first operating system for creators who mean business. And with our app store, you can now work in one space, plug in those apps that you use day to day, make that work for you. And finally, should join us in person in Boise, okay, June 11 through the 14th for our annual craft and commerce. Okay? I've,

Rick Denton: 31:35

I've seen a lot about the conference, and come on, folks, Boise in June seems like a pretty good time. I find you it interesting. You did not schedule this during Boise in January. What a wise choice. Yes. Oh, that's fantastic. Well. JP, if folks wanted to get to know more about kit, if they want to get more about you and your perspective of customers fearing So, where should they turn to learn more? LinkedIn is the best. Okay, very good. And then I tease this at the beginning, but there's a special deal available for listeners of this episode. What is that special deal?

Jessica "JP" Posey: 32:11

Gonna have a 30 day free trial. Okay,

Rick Denton: 32:14

very nice. All right, so folks, go down in the show notes, you will see a link you get 30 days free of kit. And this is not a sponsored episode. I'm going to be very transparent about that. I actually just really like kit, and so this is real. This is authentic, and I hope that y'all enjoy kit as well. JP, this was a delightful conversation. Not only is it a beautiful space, I really want to just keep talking to you and making up questions to continue this conversation so we can sit in this beautiful space. I learned a lot, and that always is an absolute treat that not only do I get to enjoy the conversation, I get to learn from the conversation as well. So JP, thank you for being on CX passport. Thank

Jessica "JP" Posey: 32:53

you Rick, an amazing conversation.

Rick Denton: 33:01

Thanks for joining us this week on CX passport. If you liked today's episode, I have three quick next steps for you. Click subscribe on the CX passport YouTube channel or your favorite podcast app. Next, leave a comment below the video or a review in your favorite podcast app so others can find and enjoy CX passport too. Then head over to cxpassport.com, For show notes and resources that can help you create tangible business results by delivering great customer experience. Until next time, I'm Rick Denton and I believe the best meals are served outside and require a passport.