Fran Brzyski

Hark

Your customers may not want to talk to a human, but they do want to feel heard.

At Hark, we're focused on inspiring action by bringing the customer voice to life.

Backed by top VC's including: Oceans Ventures, Converge, Riverpark, Lightbank & M13.

Co-Founder/CEO

Hatchet Ventures 🪓

Hatchet Ventures is defining a new VC model that fits with the needs of today’s
founders. Hatchet Ventures surrounds your company with like minded founders who openly
share insights; connections; best practices; and solutions, forming the optimal sounding board
for bouncing ideas. Our expert builders, with proven track records for profitable exits, bring
their knowledge to your team, every step of the way. Hatchet’s builder co-op model simplifies
access to the knowledge of those who have walked the startup path, and provides attainable
support to hatch your venture!

Portfolio Advisor

Primary Venture Partners

The Sales Mastermind Network is a vetted community of the top individual sellers in NYC tech. Members of this exclusive network gain access to mentorship, coaching, and networking with top sales execs in their industry, as well as to a forum for sharing best practices and resources with their peers.

Founding Member, Sales Mastermind Network

Hanzo

Enterprise Account Executive

Revenue Collective

Rising Executives School Graduate (February 2022). Learned the leadership, management, and core competencies needed to succeed at the executive level.

Associate

Rocketrip

Senior Account Executive

Oxford Immunotec

Territory Manager II

Territory Manager & Field Sales Trainer

Territory Manager

Stryker

Associate Sales Representative

Social Impact Inc.

Director of Development

Internal Account Executive

Co-Founder @ Hark

Hark is a new CX Channel that allows for customers to easily get in touch with their favorite brands post purchase. 

By using video/audio asynchronously, Hark helps brands better understand their customer's point of view and seamlessly collect all relevant information up front.

Hark is backed by top VC firms including: Riverpark, Lightbank & M13.

Elder millennials… remember infesting your parents computer with LimeWire downloads?

I spoke at ElevateCX a few weeks ago about NPS and why it is "overrated". Part of the chat was about how NPS hasn't changed since LimeWire was a thing.

Still asking the same question.
Still getting the same number.
Still trying to figure out what to do with it.

The ultimate takeaway: The future of VoC is about stories, not scores.

Customer behavior has evolved from AIM away messages to voice notes and TikTok. But we're still measuring loyalty with a 0-10 scale from 2003.

Somewhere between the feedback customers share and the number on your dashboard, the actual story gets lost. These raw, human moments that teams actually rally around.

Teams don't rally around an 80 NPS.

They rally around stores like Eli Weiss posted about Nathan James making his support experience "stupidly easy" with a simple video. They rally around a customer explaining how impactful their product has been to their lifestyle after a battle with cancer.

If you take a step back and think about it, we decide to work at organizations because we believe in their mission. The most impactful part of our day is seeing that mission connect with real customers. 

So why do we deflect these moments away or dumb them down to a multiple choice question / checkbox?
Why not invite them in?

What's the impact of inviting them in? A change in culture & clarity.

Huge thanks to Sarah Hatter and the ElevateCX crew for having me. And Kara Randle for the Hark shoutout on stage... that was unexpected (and awesome)!

Want the full deck with more tactical ideas? Drop a comment and I'll send it over.

CEO @ Hark | Unlocking a New Era of Customer Feedback: Powered by Stories, Not Surveys

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