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Marrying self organising teams and customer obsession – Interview with Andrew Lawson

Today’s Interview is with Andrew Lawson, Chief Product Officer of Zopa.com, a UK online personal finance peer-to-peer lending company founded in 2005. Andrew joins me today to talk about customer service, customer obsession, what it means to them and the shift to self-organising teams that they have recently undertaken. This interview follows on from my recent interview – Customer service and moving from the enterprise to the flexiprise – Interview with Keith Leimbach – and is number 230 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Highlights from my conversation with Andrew: Capital One was an early pioneer in big data, data driven decision making , customer centricity and human centred product design. Back in 2014, a lot of banks were talking a lot about being customer centric but when you get inside the banks there was little evidence to back that up. [Ed: Have things changed?] Customer obsession is very much behind the growth of peer-to-peer lending. When Andrew joined Zopa in 2014 they were a team of around 50 people lending about …

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Marrying self organising teams and customer obsession – Interview with Andrew Lawson

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