Spanish Episode:

The Power of Listening & Feedback: Insights from Bold

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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