The Stripe digital payments platform invites customers to join the meetings of its biseptimanal management team so that it can obtain “candid feedback”, according to co-founder Patrick Collison.
In a post of April 8 on X, the CEO of Fintech Giant said that the company has a member for the first 30 minutes of the meeting, which are present about 40 leaders “from the whole strip”.
“Even if we already have many customer feedback mechanisms, somehow always stimulates new thoughts and investigations,” he wrote.
It is an interesting strategy of Stripe, founded in 2010 and is considered the highest private Fintech in the world (its most recent evaluation was $ 91.5 billion).
Over the years, the startups have complained anecdotically that Stripe is more focused on its larger customers than the smaller ones that he has decided to serve. But the company has to do something right. The annual letter of Stripe in February written by Collison observed that the payment volume in 2024 grew to $ 1.4 trilliongrowing 38% compared to the previous year.
Stripe also added to the letter that is now used by half of the Fortune 100 companies, underlining the way it was catapulted by a startup that works with other startups in an important company player.
In the X post, Collison replied to Cloudflare’s CTO question about when his company would have an invitation with a, “I would like you to guys … he stretches”.
To the point that small businesses feel neglected, an investor wrote: “Hi Patrick – you know that I admire @Stripe – but you should pay attention to the extent that things are degraded to the indie community using stripe. I sent a support message a week ago – no reply, things are super complicated. There are more things, but it is a disaster.”
Many praised the move, with a user who noticed: “I love this. He maintains the culture focused on what matters and helps to reconcile reality (sic)”.
And, of course, some stripes customers used the post X to publish their complaints (here and here).
However, a high -profile founder seemed to approve the Stripe approach: Elon Musk responded to the post with a simple “good idea”.
