A short transcript excerpt of Ryan Daniel Moran arguing that extraordinary customer experience can reduce or eliminate the need for marketing. He recommends being product-led where possible, and using exceptional customer support to mask early product shortcomings while iterating toward a world-class product.
Having a customer experience that wows people means you really don't have to sell or market. If you've done something so well that leaves people shocked and awed when they interact with you, they will just tell other people. Being product led and having a world class product is hard and it's expensive, so you're not going to get that out of the gate unless you're an unbelievable genius. But what you can do is supplement that with amazing customer experience that informs what the product needs to do. And you can cover a lot of the shortcomings in the product with amazing support so that as you get the resources to build the product you know you always wanted, you've still got people around that are excited to buy it.
