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Stripe CEO Says He Ensures His Top Leaders Interview a Customer Twice a Month
In a recent post on X, Patrick Collison, the co-founder and CEO of digital payments platform Stripe, revealed that he requires his top leaders to conduct interviews with customers on a bi-weekly basis. According to Collison, this approach allows the company to gather “candid feedback” from its users.
The CEO noted that these meetings, which are attended by around 40 leaders from across the organization, start with a customer joining the first 30 minutes of the meeting. This unique approach has sparked interest in the tech community, as it provides an opportunity for Stripe’s leadership to hear directly from their customers and gain valuable insights.
Stripe has seen significant growth in recent years, with payment volume increasing by 38% in 2024 to reach $1.4 trillion. The company has also expanded its user base, now serving half of the Fortune 100 companies, solidifying its position as a major player in the fintech space.
However, some have criticized Stripe for neglecting smaller businesses and indie developers, citing issues with customer support and complicated processes. One investor even wrote to Collison, expressing their concerns about the degradation of services for these groups.
Despite this, many praised the CEO’s approach, with one user noting that it helps keep the company culture focused on what matters and reconciles reality. Even Elon Musk, a prominent figure in the tech industry, agreed with Stripe’s strategy, responding to the post with a simple “Good idea.”
It is unclear whether this practice will be adopted by other companies or if it is just a unique approach at Stripe, but it highlights the importance of direct communication between leaders and customers.
Source: https://techcrunch.com/2025/04/10/stripe-ceo-says-he-ensures-his-top-leaders-interview-a-customer-twice-a-month/
