In his talk, Steve Anavi explains how Qonto was created from scratch to remedy the shortcomings of the banking sector. Learn about behaviours and mental models in order to put customer satisfaction as a fundamental practice and culture within the company. Steve Anavi illustrates it through 6 misconceptions about product development.
The main key learnings :
- Make customer satisfaction a practice, not a project : customer satisfaction should be an ongoing practice and integral part of the company culture. Focus on customer needs and integrating their feedback into the core operations and values of the company.
- Focus on quality rather quantity : customers primarily want well-executed features that work reliably. Invest in delivering fewer, high-quality features. It will lead to better customer satisfaction.
- Adopt a one-piece-flow work process : this approach means that tasks are completed end-to-end before starting new ones. Buy using this method you will reduce lead times, improve team satisfaction, and generate customer value more quickly compared to multitasking or parallel processing.
