The Problem with Playing It Safe with Seth Spears

Join Seth Spears and me as we discuss using customer feedback and his own intuition to make decisions. Seth Spears is the founder of Wellnesse. One of my favorite parts of this interview was when he talked about taking risks and driving growth rather than optimizing an existing process. Highlights from the interview: 1. Remote Work Systems Seth discusses how his e-commerce company uses Loom videos and AI-generated transcripts to create standard operating procedures (SOPs) for remote employees. This helps document processes and train new hires when existing team members leave or change roles. 2. Customer Service Processes Seth explains how the company uses macros and pre-written responses in their email and chat tools to efficiently handle common customer inquiries. They also track frequently asked questions to identify opportunities for better product education or new product development. 3. Balancing Data and Intuition Seth discusses the importance of using both customer data/feedback and his own intuition when making product and business decisions. He notes that sometimes customers don't know what they want, so innovating beyond their stated preferences can be key. 4. Fostering a Culture of Innovation Seth emphasizes the need to take risks and try new things to drive growth, rather than just optimizing existing processes. He cautions against becoming complacent and boring, which can happen as a company matures. 5. Servant Leadership Seth reflects on a former boss who exemplified servant leadership, always being willing to do the work herself and supporting her team. He strives to emulate this approach in his own leadership. Learn more about Seth Spears over at Wellnesse. You can also connect with him on LinkedIn. As always, if you have any questions or want to submit an amazing guest for the podcast, just reach out to me on the Systematic Leader website, and I’ll do my best to get them on. If you enjoy the interview, please take 30 seconds to rate the Systematic Leader podcast on your favorite platform. Thanks!