The CEO of Stripe, Patrick Collison, has a direct way to obtain customer comments: invite them to management meetings.
Collison shared an article on X this week that Stripe invites a customer to join the first 30 minutes of his leadership meetings every two weeks, to which are around 40 of the main managers of the company.
The guest then shares “candid” comments on their experience with the payment platform.
This decision can be unusual, but it has received support, including Elon Musk, who responded the next day, “good idea”.
Every two weeks, we have a client to join for the first 30 minutes of our meeting of the management team: they share their frank comments and ~ 40 leaders of the entire listening band. Even if we already have a lot of customer feedback mechanisms, this still stimulates new thoughts …
– Patrick Collison (@patrickc) April 8, 2025
Collison said that the practice is constantly generating “new thoughts and investigations” despite the band already having many other feedback channels.
Stripe, founded in 2010 by the brothers Patrick and John Collison, provides software tools for the processing of online and in person payments to millions of companies worldwide.
Originally built as a payment platform for startups, it is now used by half of fortune 100 and treated 1.4 billion of dollars in payments in 2024, an increase of 38% compared to the previous year, said the company in its last annual letter.
Following a sale of secondary shares at the beginning of 2025, the company was estimated at $ 91.5 billion, making it one of the most precious private private companies in the world.
However, as Stripe has evolved, it was confronted with the criticism of certain users who think that the objective of the company has turned to large companies.
“Hi Patrick – You know that I admire Stripe – but you should be careful when things have deteriorated for the independent community using Stripe,” commented Pascal Levy -Garboua, an investor and co -founder, commented the position. “I sent an assistance message a week ago – no answer, things are super complicated. There is more things, but it’s a mess.”
Others have praised customer tactics in the room as a way to maintain customer empathy. “I love it,” replied a user. “Going the culture concentrated on what matters.”
When Cloudflare’s technology director Dane Knecht asked when they would have an invitation, Collison replied: “I would love to have you … Stop my hand.” Shopify’s engineering manager Farhan Thawar also weighed, calling him an “excellent idea” and adding “LMK when you want @shopify to attend”.
Stripe dismissed 300 employees in January – approximately 3.5% of his workforce – Business Insider previously reported.
Despite the cuts, the director of people in -chief of the company, Rob McIntosh, said that he was still planning to increase to around 10,000 workforce by the end of the year.
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