ABOUT THIS EPISODE
Someone added $500K in ARR in a week by putting their app in ChatGPT plugins, and Eric wants Carrot, Answer the Public and Ubersuggest in there too. Neil says that at scale, plugins help retention more than revenue. He's also seeing clients arrive with business problems instead of asks, like revenue down 6% and leads down 32%, and Eric says that grows the market for agencies. Then customer service as marketing: a SpaceX growth lead fixing Grokbot before a webinar, On refunding an order without telling Eric, and Neil's Marriott check-in. They compare the Ritz-Carlton's budget to go beyond policy with Airbnb's 9-star idea, then trade travel tips on room service, compression bags and Sterling Pacific luggage. A practical episode on plugins and service.
Key takeaways
◾ChatGPT plugins are a distribution channel worth building for
◾Pitch the fix for the client's business problem, whatever the channel
◾Bending policy to fix a mistake earns word of mouth
Chapters
00:00 Plugins add $500K in ARR
01:13 Neil: plugins help retention more than revenue
02:05 Clients bring problems now
03:10 Revenue down 6%, leads down 32%
04:17 Solving the whole problem set grows the TAM
04:58 Customer service is marketing
06:06 On.com's surprise refund and split order
08:03 Neil's Marriott check-in
09:22 Charged for the night before, told to wait
10:11 A room appeared once it was their fault
10:58 Grokbot support hid behind policy
11:55 Ritz-Carlton and Airbnb's 9-star experience
12:39 Four Seasons prices, Disney cruise experience
13:56 Room service, laundry and one carry-on
14:48 Compression bags and Sterling Pacific luggage
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