Improving Customer Experience

𝗧𝗵𝗶𝘀 𝗜𝘀𝗻'𝘁 𝗠𝘆 𝗣𝗿𝗼𝗯𝗹𝗲𝗺. I can never forget hearing those words from a key supplier early in my procurement career. We had a product delivery issue, and their response was blunt. The impact was not just the cost 💰 But reputational damage and a lot of operational chaos. At that time, I thought Why is this happening? But looking back now, after 16 years in procurement I see the root cause clearly: A Fractured Supplier Relationship. 𝗛𝗲𝗿𝗲’𝘀 𝘁𝗵𝗲 𝘀𝘁𝗼𝗿𝘆: Years ago, I worked on a resourcing project Where we sourced with a supplier solely based on pricing due to cost pressure. Communication was minimal, expectations weren’t formally aligned, and trust was non-existent. When challenges arose (and they always do) Instead of collaborating on solutions, it became a blame game. 𝗧𝗵𝗲 𝗜𝗺𝗽𝗮𝗰𝘁? 🚨 Delayed timelines and threat to customer line supportability. 💸 Expedited Premium freight costs that wiped out our “savings.” 🛠️ Resources diverted to firefighting instead of innovate. 💡 𝗪𝗵𝗮𝘁 𝗜’𝘃𝗲 𝗟𝗲𝗮𝗿𝗻𝗲𝗱: That experience taught me the hidden costs of poor supplier relationships: ➡️ Lost Agility: Without trust, suppliers are less willing to adapt during crises. ➡️ Higher Total Cost: Low price doesn’t mean low cost. ➡️ Missed Innovation: Strong suppliers often bring ideas to the table, but only when they feel valued. Now I’ve shifted my focus from just negotiating contracts to building partnerships. 𝗧𝗵𝗶𝘀 𝗶𝗻𝗰𝗹𝘂𝗱𝗲𝘀: 💎 Investing time in supplier development. 💎Ensuring open communication channels. 💎Recognizing their wins as much as ours. Today, my best supplier relationships feel more like strategic alliances. When problems arise, we tackle them together because trust has already been built. 🚀 𝗠𝘆 𝗔𝗱𝘃𝗶𝗰𝗲: Whether you’re in procurement or supply chain, don’t overlook the power of relationships. They aren’t just suppliers; they are your partners in success. 📢 Have you ever faced hidden costs from poor supplier relationships? How did you turn it around?

In business, we often encounter situations where customers are unsure of what they want. They may know they have a problem, but not the exact solution. In my experience, some of the best ideas come from moments like these, when a customer isn’t sure what they need. That’s not a problem, rather an opportunity. That's where we roll up our sleeves, step into their world, and help them figure it out. ➡️ Being present in their world: To really get your customer, you’ve got to walk in their shoes. Sometimes, the best way to understand a customer’s needs is to observe their environment first-hand. A field visit allows you to see their challenges in action, which can provide deeper insights into what they truly need. ➡️ Ask questions that matter: Skip the basic “What do you need?”; ask “What challenges are you facing?” From there, you can make suggestions based on the customer’s specific requirements. This kind of proactive interaction helps customers recognize what they truly need. ➡️ Empathising with the clients: I try to put myself in their shoes, feel their struggles, and picture their goals. Empathy goes beyond simply understanding the customer’s needs—it’s about feeling their pain points. When customers see that you truly understand their struggles, they’re more likely to trust your recommendations. The big point is, when you get to know their world, you’ll dig out solutions they didn’t even realize were out there. This is beyond delivering a product or service, it’s more about building trust. For me, that’s what turns a one-time deal into a long-term partnership. What steps do you take to know your customers better? #CustomerInsights #EmpathyInBusiness #ClientRelations #BusinessGrowth

Most attractions focus on improving the customer experience. But they often miss one critical factor: the relationship between tech suppliers and operators is what defines that experience. Think about it. 🤔 A venue can only create a seamless event if their systems enable them to deliver exactly what’s needed, when it’s needed. 🤔 An attraction can only offer premium guest experiences if their systems and processes are aligned with their vision. 🤔 A tour can only elevate its offering if their tech suppliers innovate alongside them. Yet, in so many cases, these relationships are purely transactional. ⁉️ Operators treat suppliers as interchangeable, squeezing them on price instead of collaborating on value. ⁉️ Suppliers struggle to prove their worth beyond product or service delivery. ⁉️ The result? Missed opportunities, inefficiencies, and customers who don’t get the best experience possible. Now, imagine a different approach... ✔️ Suppliers and operators working as true partners, not just vendors and buyers. ✔️ Co-creating solutions instead of just negotiating contracts. ✔️ Sharing insights, refining processes, and continuously improving what’s delivered to the end customer. When this happens, everything changes. 🫶 Operators unlock new revenue streams through premium offerings. 🫶 Suppliers create stronger, longer-term relationships. 🫶Customers get better, more seamless, and more memorable experiences. The businesses that understand this aren’t just selling tickets or services. They’re designing ecosystems where everyone wins.

Most founders think they know their customers. Then they actually talk to them. What founders assume: • 'Our customers love feature X because our usage data shows...' • 'They choose us because we're faster/cheaper/better than competitors.' • 'They're frustrated with Y, so we should build Z.' What customers actually say: • 'I use feature X for something completely different than what you built it for.' • 'I choose you because of how your support team makes me feel.' • 'The thing that frustrates me most isn't even on your roadmap.' The gap between data and conversation: • Data tells you what happened. • Conversations tell you why it happened. • Data shows you patterns. • Conversations reveal motivations. • Data helps you optimize. • Conversations help you innovate. The customer conversation that changed everything: I was working with a SaaS founder who was convinced customers wanted more features. The usage data supported this - people kept asking for new functionality. One conversation revealed the truth: 'We're not asking for more features because we need them. We're asking because we can't figure out how to use what you already built to solve our actual problem.' The pivot: Instead of building more features, they redesigned onboarding. Customer satisfaction went up 40%. Churn went down 25%. Feature requests went down 60%. The framework that works: • Monthly customer conversations. • Not surveys. Not feedback forms. Real conversations about their world, their challenges, their definitions of success. You can't get this insight from analytics. What assumption about your customers would change if you actually talked to them this week?"

"Loved it!" is the most dangerous feedback in F&B. Because it usually means: “I won’t be returning, but I don’t want to be rude.” Let’s break it down: 📍 91% of unhappy customers never complain, they just leave. 📍 Only 1 in 26 customers who churn actually share negative feedback. 📍 Yet, a 5% increase in customer retention can boost profits by up to 95%. So what’s really happening? Here’s the silent pattern: 1️⃣ The customer smiles, thank you, maybe even takes a picture. 2️⃣ You assume it went well. 3️⃣ But they never walk through the door again. 4️⃣ And you’re left wondering what went wrong. Because let’s be honest, most people don’t want to say. ❌ “The food was average.” ❌ “The server forgot my order.” ❌ “The place just didn’t feel warm.” They won’t drop a bad review. They won’t make a scene. They’ll just disappear. And the worst part? You don’t even know what went wrong. That’s why it’s better you stop waiting for them to come up & you show up instead. Go and ask them, “Hey, how was your experience? Anything we could’ve done better?” You might get praise. Sometimes silence. But sometimes, we catch that one tiny moment that could’ve lost them forever. Small, fixable things. But only if you know. What great F&B brands do differently: ✅ They don’t assume, they ask ✅ They don’t chase clout, they build trust ✅ They see after-service care as part of the experience Because in this industry, what happens after the table is cleared is just as important as what happens on it. Not just food. Not just service. Memory-making. What systems do you have in place to catch silent exits?

Mistakes Don’t Define Restaurants. Recovery Does. Every restaurant makes mistakes. A late dish. A wrong order. A delayed delivery. What separates average restaurants from great ones is not whether mistakes happen, but how they recover. In hospitality, guest recovery is one of the most powerful tools for building loyalty. A guest who experiences a mistake but sees it handled with speed, sincerity, and care often becomes more loyal than if nothing had gone wrong. Why guest recovery matters in the GCC: • In Dubai, where competition is relentless, one bad review can affect traffic across multiple outlets. • In Riyadh, family dining dominates — one poor experience can lose not just a single guest, but an entire household of future visits. • In Kuwait and Doha, word-of-mouth spreads fast in tight-knit communities. A mistake recovered well can actually generate positive reputation. What strong recovery looks like: 1. Immediate acknowledgement Don’t argue. Don’t delay. A quick apology and ownership shows respect. 2. Visible action Replace the dish, adjust the bill, or offer a gesture immediately. Guests need to see that you’re fixing the mistake. 3. Personal involvement A manager walking over to check on the guest makes recovery feel genuine, not procedural. 4. Follow-up In fine dining especially, a personal note, call, or next-visit gesture turns a mistake into a story of care. Best practice examples from the GCC: • A Dubai premium café trains staff to comp a replacement item instantly without waiting for manager approval. Guests feel valued in the moment. • In Riyadh, a casual dining brand created a recovery playbook for managers. Guest complaints dropped by 30% after implementation. • A Kuwaiti fine dining group follows up on high-value complaints with a personal call from the GM. Guests often post about it, free positive PR. The lesson: mistakes are inevitable. What matters is whether you let them erode loyalty, or use them to build it stronger. Because in hospitality, perfection doesn’t earn trust. Recovery does. #Hospitality #GuestExperience #Leadership #CustomerService #GCCRestaurants #FandB #KuwaitRestaurants #DubaiRestaurants #QatarRestaurants #KSAHospitality #Gastronomica

A startup's secret weapon isn't cutting-edge tech, but the ability to truly listen to its customers. As a startup founder, it's easy to get caught up in product development and fundraising. But spending time with your customers (current and potential) is a make or break activity. Why is this so crucial? ✅ Validate assumptions: Your brilliant idea might not solve the problem you think it does. Only by talking to real users can you truly understand their needs. 💻 Refine your offering: Customer feedback is the best tool for product improvement. It helps you prioritize features and fix pain points. 🤝 Build loyalty: Personal interactions create emotional connections. Customers who feel heard are more likely to stick with you. 💡 Gain insights: Casual conversations often reveal unexpected opportunities or use cases you hadn't considered. Don't just rely on surveys, analytics, or online research. Pick up the phone, schedule video calls, or visit your customers in person. The insights you gain will be invaluable. Many of Zimi (YC S24)'s early customers are in Europe, Asia, and Africa, which means early mornings here in San Francisco. But those pre-dawn Zoom calls? They're worth every minute of lost sleep.

I MADE A RADICAL DECISION: I went back to doing support. As we moved upmarket, I started feeling disconnected... so I made a change, and learned a lot :) Over the past 12 months, I focused almost entirely on GTM. But something wasn’t right... As the company evolved, so did our ICP: Bigger companies, different use cases. I felt disconnected... 🥲 So I made a change! I started handling support myself. Here’s what happened: 1️⃣ FIXING THE PAPERCUTS A few months ago, we set a goal: June should feel premium. The problem is that small issues never get prioritized. The team always has something “more important” to do. So I made it my job. We started a project called "Papercut" 🔪🩸 Every day, we fix one small but annoying thing: - A confusing piece of copy - A broken workflow - A missing help article These things compound. The product just feels better. 2️⃣ GETTING CLOSER TO OUR ICP I don’t think I’ve ever been this close to our customers. I now see exactly who they are and what they struggle with. It’s changed how I: - Decide where we take the product - Talk about June - Understand what truly matters Recently, we’ve been building for success teams. Now, I’m in their shoes. I live and breathe their problems 🫶 3️⃣ IT’S HUMBLING Watching people struggle with things I thought were obvious. Seeing the gap between our expectations and reality. How we think they use June vs. how they actually do. It changes your perspective. 4️⃣ CUSTOMERS APPRECIATE IT When a founder replies to your chat, you notice. People sometimes tell me, "Wow, I wasn’t expecting you to answer." It builds relationships. And better relationships = better retention. 5️⃣ IT DRIVES SALES I underestimated how many sales conversations start in support. Sometimes, it’s: - A feature they need but didn’t know existed - A usage limit they’re hitting - A small change that would push them to upgrade When you deeply solve someone’s problem, they’re happy to pay for it. _____ Honestly, I totally underestimated the impact of doing support myself. It’s been eye-opening for the business. And humbling on a personal level. Are you an early-stage founders feeling disconnected? Try it. You’ll learn a lot. Hope this helps 💜 Enzo

Met a founder yesterday who sold to NVIDIA. Here's what stuck with me. He thought he had all the answers. Built features no one asked for. Burned through cash. Nothing worked. Then what? Started actually talking to customers. Like really talking. Not surveys. Not focus groups. Real conversations. The result? Pivot. New product. Product market fit. Acquisition. Here's the kicker - he said every single breakthrough came from a customer complaint. Not from their brilliant brainstorming sessions. Not from competitor analysis. From solving customer problems. The magic isn't in being the smartest person in the room. It's in being the best listener. Your customers aren't just users. They're your R&D department. They're your product roadmap. They're literally telling you how to win. But here's what most of us do instead: - We assume we know better - We build what we think is cool - We solve problems that don't exist - We wonder why nothing sticks Real innovation happens in those uncomfortable customer conversations. The ones where they tell you your baby is ugly. Where they explain why your solution misses the mark. Where they share what actually keeps them up at night. So here's my challenge: This week, have three real conversations with your customers. Not feedback forms. Not NPS scores. Actual conversations where you mostly listen. You might just find your next breakthrough hiding in their frustrations. #CustomerFeedback #ProductMarketFit #StartupLessons #CustomerDevelopment #Entrepreneurship #startups #venturecapital