Rachel Lyubovitzky from Setuply: Stop Leaving Money on the Table - Are You Utilizing Customer Potential?

Rachel Lyubovitzky is an accomplished serial entrepreneur, senior executive, published author, and investor passionate about innovation, effective strategy, and successful execution. She founded four B2B technology companies with her partners, powered by a mission to leverage technology to make people’s lives easier and more fulfilling. The latest venture, Setuply, aims to modernize the customer onboarding experience for companies, empowering clients to experience the benefits of digital adoption faster. Lyubovitzky graduated from the Wharton Executive MBA program and earned her Master of Arts degree in Computer Science from Brandeis University. She is an avid traveler and has visited over sixty countries.

 

LinkedIn:  https://www.linkedin.com/in/rlyubovitzky/

Website:  https://www.setuply.com/

B2B Enterprise Tech Opportunities and Onboarding

Rachel, a serial entrepreneur, discussed her focus on the B2B enterprise tech spaces, where she believes the biggest opportunities lie. She emphasized the importance of customer onboarding, particularly in complex sectors like human capital management, recruiting, and fintech. Rachel highlighted the need for efficient onboarding processes to ensure clients experience value quickly and to prevent overwhelming onboarding teams. Michael agreed, stressing the importance of a good onboarding experience for both candidates and customers, as it impacts retention and quality work.

Customer Experience and Business Transactions

Michael and Rachel discussed the importance of customer experience in business. Michael emphasized that a positive experience leaves a lasting impression on customers, leading to loyalty and repeat business. He also noted that many organizations focus on the transaction rather than the experience, potentially leaving money on the table. Rachel agreed, highlighting that the perception of onboarding as a transactional process can be limiting. Both agreed that organizations should prioritize creating a memorable experience for their customers.

Enhancing Client Experience and Team Continuity

Rachel emphasized the importance of a positive initial client experience, likening it to a hotel stay. She stressed the need for continuity between the sales process and the client success phase, ensuring that client expectations are met. Rachel also highlighted the need to assess the workload and tools of the team delivering the experience. Michael agreed, adding that clarity in communication is crucial for both internal staff and customers. He used a personal hotel experience to illustrate how a positive interaction can enhance the overall experience.

Encouraging Collaboration and Open Communication

Michael and Rachel discussed the importance of slowing down and taking a step back to improve the experience and efficiency of their team. Rachel emphasized the need for leadership to actively encourage collaboration and empower team members to share their ideas. Michael shared a recent experience where a key individual's ideas were rejected by the organization's owner, which could potentially lead to the individual checking out or leaving. Both agreed that a more open and receptive approach to new ideas would benefit the team and organization.

Customer Feedback and Product Development

Michael and Rachel discussed the importance of customer feedback in improving experiences and driving product development. Rachel emphasized the role of customers as key stakeholders in their product's mission and vision, and how their feedback is crucial for delivering satisfactory experiences. She also highlighted the importance of understanding customers' goals and expectations early on and continuously seeking their input. Michael agreed, suggesting the use of lean methodologies to identify areas for improvement based on customer experiences.

Concerns on AI Product Longevity and Sustainability

Michael expressed his concerns about the longevity of certain AI-driven products and services, drawing on his experience in the tech industry. He compared the current AI landscape to the startup era of the.com era, where companies rapidly added features and services. Michael also shared his skepticism about the sustainability of these companies, suggesting that only a few would thrive. Despite his concerns, he acknowledged the fun and excitement of working with these new technologies. Rachel, however, did not share her thoughts on the matter.

AI, ML, and Machine Learning Automation Potential

Rachel discussed the increasing availability and potential of AI, ML, and machine learning technologies to automate manual tasks and enhance personal and professional lives. She expressed optimism about these technologies enabling more meaningful interactions and improving outcomes in various sectors, including healthcare. Michael agreed, emphasizing the potential for AI to streamline administrative tasks and allow for more human interaction. Rachel was asked to share more about her work, but no further details were provided in the transcript.

Upcoming Conference in Boston: Onboarding and Customer Experience

Rachel and Michael discussed the upcoming conference in Boston, focusing on onboarding and customer onboarding. Rachel encouraged attendees to visit their website, setuply.com, for more information.