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“Customers have to be treated the same way you would like to be treated”

Mexico City, March 9th, 2018

Producing stand-out technology for over 10 years, digital agency Nolte relates meaningful digital products and experiences for the world’s leading businesses, brands, and innovators. It has worked with organizations of all sizes on its branches in the United States and Mexico.

Nolte starts a project by learning from the business and establishing present and future goals. Based on the diagnosis, it recommends digital tools that will lead to a long-term growth. Nolte seeks a synergy between design and development, which will lead to a successful digital product.

Product Manager at Nolte, Daniel Vásquez Paredes spoke to TIA over the agency’s work process and culture, giving details on how to work with a team and motivate it in order to achieve best results.

How do you motivate other members of the team to achieve more? How do you ensure you and your team deliver or exceed customer expectations?

Using positive reinforcement. Making sure people are taking their own decisions hence making them accountable and cultivating a culture of empathy/sympathy for others. You have to be able to see things from different perspectives to make accurate decisions.

What is the best way to earn trust from customers? What are the best practices to develop excellent customer relationship?

Being empathetic to their needs and problems. Treat customers them the same way you would like to be treated.

Can you give me an example of when you have worked with multiple clients at the same time and how you managed?

Prioritizing and sticking to processes are key elements to keep things tight. Once a process is broken to deal with an emerging situation on the fly, other issues follow and start to get broken too.

How do you monitor and review the delegated responsibilities?

Using Scrum as our main project management framework, we communicate mainly through a centralized board where the current state of things is reflected in real time.

We also do weekly PM meetings to discuss projects, exchange opinions and help our peers solve outstanding situations.

How would you deal with an angry customer? How do you communicate bad news?

Reassuring we understand their problem and what is frustrating them. Taking ownership of the situation and offering a plan of action to solve said problem.

Bad news should be communicated as soon as possible so every stakeholder has clarity and can collaborate to mitigate the situation.

Are there online publications, professionals, industry leaders you follow?

Mind The Product blog and Slack group.

What piece of advice would you give a recent grad looking to work in the digital industry?

Get hands-on experience developing anything digital. It is very easy to get started with online lessons/tutorials and build digital products with no other investment than time.

Thanks Daniel!

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