Building a Flywheel: Part 3

⚡⚡ Your operations directly impacts your customers success and the success of your overall business. ⚡⚡

I've talked a lot about how we've been able to build our flywheel at Factored Quality and what's worked well for us. It goes without saying that how you provide a service and how you operate as a business directly influences on whether you will have a one off customer or a lifetime customer that is a champion for your business.

🥇 Adar Granot, our COO joined our team 1 month after I did so I can't take any credit in hiring him. If I could, I would brag about it all day because he's an exceptionally talented operator who has directly influenced the success of our business. He knows that in order to truly understand how to build a successful, scaleable operating machine, you need to be prepared to get your hands dirty.

🏆 He plays to win and knows that when our customers win, we win as a business. It's something that he's instilled in his entire team across the board. He has developed and executed on operational service processes that:

💎 Provide clear, direct and painless onboarding experiences
➰ A communication loop to the product team which helps us to prioritize and build a platform/ product that a customer needs/ wants
🗣 Prioritizes communication and transparency and expectation setting with our customer (ie: QBRs, check-ins, feedback sessions and platform updates that would impact our customers and more)
🌟 Stacked his Ops team with talented operators that align with our core values of service (Ella(Xiaoye) Li Vishva Somaya Milena Keratsinova Sam Felderman Basic Law, Chris Siu Rose Arnigo)

That's the say, all of this (and much more) have directly contributed to our growth in terms of both account expansion and and turning customers into champions which has directly contributed to that flywheel we've been building (and the thing that I clearly can't shut up about but will very soon 😂).

➡➡ So, that's to say that when you are building your flywheel (last time I mention this word, I promise) make sure you pinpoint all aspects of your business that can contribute to it and understand the work that needs to be done to make it exceptional.