Customers value companies that don’t treat every sale like a transaction. That stands true for clothing retailers, restaurants, service providers, and especially small business lenders. When my co-founder and I created our first company, our customer experience wasn’t a smooth one. Thankfully, about two years after we launched, we were able to perfect that experience to be faster and far more effective, and as a result, our customer base grew. I recently shared more about this process with John Siracusa, host of the twice-weekly Bank On It podcast. John engages with leaders in the fintech space to explore the stories behind the entrepreneurs and their companies, and to analyze some of the current trends in the industry. If you haven’t checked it out yet, I highly recommend adding it to your queue. I believe a great customer experience is absolutely critical to any business. While you can automate a lot of processes and aspects of a business, the customer experience is one that requires extra care and attention. At Lendio, we build everything with the customer in mind. Even still, there’s often an expectations gap among customers, and they will give negative feedback as a result. These are the moments when you need to ask yourself what did the customer expect to receive? How well did we meet or manage those expectations? Then, it’s your team’s job to work to reset expectations in the future in order to better meet the customers’ needs. John and I explored other topics, including my journey as an entrepreneur, and some of the challenges I faced and mistakes I made along the way. We also delved into Lendio’s culture and values, including our involvement with Kiva, a micro-lending platform. As a company, philanthropy has always been part of our core values. However, a few years ago, we really homed in on Kiva as our way to give back, primarily to female entrepreneurs in third world countries. It’s been a rewarding way to rally the team around a good cause that’s perfectly aligned with Lendio’s mission of fueling the dreams of entrepreneurs. Listen to the full episode here.