Business Casual Creating a Monthly “State of The Union” Video
Jan 14, 2026
The host discusses creating monthly 'State of the Union' videos to enhance team communication. He shares insights on improving customer service through weekly meetings and updates on product changes. The importance of keeping the team informed about metrics and content is emphasized. Transitioning to a CEO mindset, he highlights the benefits of async updates over traditional meetings. Feedback collection and task management using video content is also covered, aiming for increased team ownership and efficiency.
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Short Weekly SOP Refinement
- Matt describes weekly customer service meetings that focus on tightening SOPs through short reviews.
- He explains they handle simple recurring issues and update SOPs or upstream materials when questions repeat.
Proactive Updates Reduce Support Friction
- Changes across the business require proactive communication so customer service can adapt without weekly meetings.
- Sharing product, content, and feature updates prevents reactive confusion and improves support quality.
Small Team, Isolated Workflows
- Matt outlines the four-person team and how each member works in isolated buckets with access but limited proactive visibility.
- He notes people rarely seek out cross-functional context because it's not required for their tasks.