Spanish Episode:

The Power of Listening & Feedback: Insights from Bold

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Felipe Ovalle - Episode

Summary

In this episode, we sit down with Felipe Ovalle, Customer Success Manager, from Bold, who shares insights on their innovative approach to customer success and retention.

Felipe discusses how Bold leverages advanced technology and customer feedback to maintain an impressive Net Promoter Score (NPS) and drive growth. He reveals the importance of a comprehensive strategy that combines AI tools, personalized communication, and in-depth feedback to enhance customer experiences and achieve high retention rates.

Tune in to discover how Bold’s forward-thinking methods are setting new standards in the industry!

Tune in for the whole story!

MAIN TAKEAWAYS:

  • Bold leverages advanced technology and AI to enhance customer experiences.
  • The company’s approach has led to a high Net Promoter Score (NPS), reflecting strong customer satisfaction.
  • Felipe discusses balancing AI-driven solutions with personal customer service.
  • The importance of a Customer Advisory Board in shaping product development is highlighted.
  • Felipe shares insights on retention strategies, challenges, and successes in Bold’s growth journey.

Chapters:

  • 00:00 Introduction and Welcome
  • 01:22 Felipe’s Background and Experience in Fintech
  • 05:13 The Importance of a Comprehensive Service Experience
  • 08:22 Challenges and Mitigation in Pricing
  • 11:39 Differentiating Bold in the Fintech Industry
  • 12:36 Utilizing Technology to Improve Service
  • 14:29 Collecting and Utilizing Client Feedback
  • 21:33 Key Metrics for Measuring Success
  • 23:30 Challenges and Personal Growth
  • 27:47 Advice for Businesses in the Fintech Industry
  • 30:37 Conclusion and Farewell

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