#125 Inside LinkedIn: Designing Value for Members and Customers

Update: 2025-03-06

Description

Are you on LinkedIn?

Ever wondered how LinkedIn keeps its users engaged and loyal?

Join us for an insider's view of the platform that drives business networking.

Unpacking Value Creation:

Sam Stern delves into the importance of distinguishing between LinkedIn users—members versus customers. He explains how this differentiation impacts the value each group gets from the platform, ensuring a balance between the needs of paying customers and non-paying members.

Continuous Evolution:

LinkedIn is committed to continuous research, aiming to understand user pain points and iterating solutions based on direct feedback. This approach helps uncover underlying issues and experiment with ways to enhance user experience.

Aligning with the Power Core:

Drawing on Jeanne Bliss's Power Core concept, Sam illustrates how aligning with LinkedIn's core strength as a product-driven organization has revolutionized their ability to influence change and elevate the customer experience. This alignment underscores the importance of understanding and working within the organizational power structure.

This episode promises a deep dive into the strategies that make LinkedIn a powerful networking tool!

Meet Sam:

Sam Stern is a customer experience expert with more than 20 years in the field as a speaker, community builder, practitioner, podcaster, and researcher.

Currently, he leads the Service Design team at LinkedIn, helping to design and deliver delightful experiences for the platform’s 1 billion members and customers. Sam has also created three LinkedIn Learning courses on customer experience, and hosts his own weekly podcast, CX Patterns.

In past roles, he started a customer experience team for the footwear company New Balance, and worked in research and consulting roles at Forrester Research. While there, Sam helped launch Forrester’s CX Certification training curriculum, and he started Forrester’s popular “CX Cast” podcast.