The Power of Customer Obsession: Success Stories from Wise

🔑 Customer obsession is the key to success at Wise.

🌍 Wise is a global technology company that offers money transfer, banking, and platform services.

🗣️ Customer advocacy and word-of-mouth recommendations drive Wise's growth.

📊 The Net Promoter Score (NPS) measures customer advocacy and determines product growth potential.

🗣️ Listening to customer feedback is crucial for building a superior product and fostering customer advocacy.

🌍 Coverage, speed, price, convenience, and transparency are key pillars that drive customer satisfaction.

💪 Building a customer-obsessed culture and incentivizing advocacy leads to product growth.

🔍 Talking to customers, conducting user research, and involving various team members help understand customer needs.

💼 Many Wise employees are customers themselves, which aids in user testing and product improvement.

🔑 Customer obsession is crucial for success and motivates employees to improve customer experience.

💼 Wise prioritizes customer representation and gives them the opportunity to own a part of the company.

📊 Using reliable data, such as Net Promoter Score (NPS), helps identify customer priorities and trends.

📝 Wise triggers NPS surveys based on specific events and customer characteristics for targeted feedback.

🔍 NPS comments are valuable for identifying pain points and driving product development.

🔄 Wise utilizes a structured product development process with quarterly cycles for problem-solving and planning.

💡 Transparency and feedback are important in the planning phase.

🚀 Teams work agilely to quickly execute projects for customers.

🔍 Problem prioritization is based on size, impact, sentiment, and feasibility.

🌟 Customer obsession is achieved by solving their specific problems and needs.

🔑 Customer obsession is the key to success in building products.

🗣️ Talking to customers, understanding their needs, and prioritizing their feedback are essential.

💡 Being creative in gathering customer insights and engaging others in the organization leads to product growth.

💡 Customer obsession is key for success, as it provides a direct connection to customers and their feedback.

🔍 NPS should not be used in isolation and should be supplemented with other quantitative and qualitative metrics to prioritize features.

📊 Teams should categorize NPS feedback based on their specific product focus and prioritize features accordingly.

🏷️ Changing the brand name did not have a specific impact on customer NPS.

💼 The company changed its name from TransferWise to reach a wider audience and offer more products and services.

✈️ The COVID-19 pandemic significantly impacted the company's travel-related services, but other areas of the business remained stable.

👥 The company adapted to remote work and virtual interactions, but continued to focus on solving customer problems and building innovative solutions.