Customers often want to call support representatives bad names, not praise them by name. Not so with WiFi system startup eero, thanks to its CEO and Co-founder Nick Weaver and Head of Customer Experience (CX) Dana Lindsay. While most founders tack on customer support as an afterthought, Weaver purposely created and integrated it from the start. That meant establishing a dedicated team to gather feedback for its beta and bringing aboard eero’s first CX hire at a stage when most startups are solely focused on engineering. Weaver understood that to get where it needed to go, eero needed service so superior that it rivaled its product.
