๐ Customer obsession is the key to success at Wise.
๐ Wise is a global technology company that offers money transfer, banking, and platform services.
๐ฃ๏ธ Customer advocacy and word-of-mouth recommendations drive Wise's growth.
๐ The Net Promoter Score (NPS) measures customer advocacy and determines product growth potential.
๐ฃ๏ธ Listening to customer feedback is crucial for building a superior product and fostering customer advocacy.
๐ Coverage, speed, price, convenience, and transparency are key pillars that drive customer satisfaction.
๐ช Building a customer-obsessed culture and incentivizing advocacy leads to product growth.
๐ Talking to customers, conducting user research, and involving various team members help understand customer needs.
๐ผ Many Wise employees are customers themselves, which aids in user testing and product improvement.
๐ Customer obsession is crucial for success and motivates employees to improve customer experience.
๐ผ Wise prioritizes customer representation and gives them the opportunity to own a part of the company.
๐ Using reliable data, such as Net Promoter Score (NPS), helps identify customer priorities and trends.
๐ Wise triggers NPS surveys based on specific events and customer characteristics for targeted feedback.
๐ NPS comments are valuable for identifying pain points and driving product development.
๐ Wise utilizes a structured product development process with quarterly cycles for problem-solving and planning.
๐ก Transparency and feedback are important in the planning phase.
๐ Teams work agilely to quickly execute projects for customers.
๐ Problem prioritization is based on size, impact, sentiment, and feasibility.
๐ Customer obsession is achieved by solving their specific problems and needs.
๐ Customer obsession is the key to success in building products.
๐ฃ๏ธ Talking to customers, understanding their needs, and prioritizing their feedback are essential.
๐ก Being creative in gathering customer insights and engaging others in the organization leads to product growth.
๐ก Customer obsession is key for success, as it provides a direct connection to customers and their feedback.
๐ NPS should not be used in isolation and should be supplemented with other quantitative and qualitative metrics to prioritize features.
๐ Teams should categorize NPS feedback based on their specific product focus and prioritize features accordingly.
๐ท๏ธ Changing the brand name did not have a specific impact on customer NPS.
๐ผ The company changed its name from TransferWise to reach a wider audience and offer more products and services.
โ๏ธ The COVID-19 pandemic significantly impacted the company's travel-related services, but other areas of the business remained stable.
๐ฅ The company adapted to remote work and virtual interactions, but continued to focus on solving customer problems and building innovative solutions.
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