Enhance the Customer Experience to Build a Better Business

2 min read • Jul 30, 2019 • Brock Blake

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.

Brock Blake talks to John Siracusa

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.

Brock Blake

Brock Blake is the CEO and co-founder of Lendio, the leading small business finance solutions provider in the U.S. Brock believes that access to capital should be simpler and quicker for small business owners, and he’s built a successful company around solving this problem. Brock leads the team that has facilitated over $10B in loans to small businesses. An Inc. 500 CEO, national keynote speaker, Forbes columnist, and Utah’s Emerging Executive of the Year, Brock’s dedication extends far beyond the boardroom. He has shaped a superior company culture with a humble and hungry team that is passionate about driving results and giving back. For every new loan facilitated on Lendio’s marketplace platform, Lendio Gives, an employee contribution and employer matching program, provides a microloan to a low-income entrepreneur around the world through Kiva.org.