Unlocking the Power of Customer Care: A Sneak Peek into the Mind of Fintual’s CX Guru, Alex Sanchez

Taking the reins at Chilean startup Fintual– known for simplifying financial savings and investing for its users — is customer experience guru, Alex Sanchez. Sanchez, an ardent fan of Spiderman– or rather the way Tom Holland portrays him– applies the same caring, empathetic ethos to create superior customer experiences. He believes in being patient, focused, and above all else, human.

Sanchez says, “No response is the worst response in customer service. It’s the equivalent to a doorman ignoring you when you’re trying to get in.” His most memorable customer experience illuminates this: when he caught the last flight home for Christmas thanks to the exceptional service of Aeromexico staff who helped him navigate the busy airport.

Much like how Tom Holland’s Spiderman is known for his quick wit and infectious humor, Sanchez believes adding an element of fun to interactions enhances customer relations. He frequently uses emojis in chats and focuses on spreading good vibes, one conversation at a time. It’s not uncommon to see his most used emoji, the ‘face with tears of joy’, popping up in customer chats in a bid to lighten the mood.

Productivity takes on a level of crucial importance in a CX lead role. For Sanchez, the Getting Things Done (GTD) methodology, a system for task-tracking and future planning, is his secret to staying on top of his game. Coupling GTD with his raw enthusiasm for client care, Alex virtually holds the keys to converting first-time service users into loyal, long-term customers.

Sanchez also casts a discerning eye towards the trending topic of AI in customer service. While conceding that AI has made remarkable strides forward, he insists that it can’t replicate the inherent positive impact of a human touch. Caring about customers, Sanchez says, isn’t something that can be programmed into software.

His sage advice to peers in the field is simple yet profound: treat and respond to clients’ problems as if they were your own. This demonstrates a level of understanding and empathy that builds stronger and more personal customer relationships.

The Fintual experience lead is also a keen reader, currently engrossed in “Klara and the Sun”, a masterful novel by Nobel laureate Kazuo Ishiguro.

With his jovial spirit, customer-centric service approach, and genuine caring nature, Sanchez is not just shaping client relations at Fintual. He’s crafting a narrative around the significance of customer service and its irreplaceable role in attracting and retaining clients, saying “We’re here to make experiences incredible, not just satisfactory.”

And finally, a more playful side to Sanchez emerges when asked about his “15 minutes of fame”. As a die-hard Star Wars fan, he once dressed like a Jedi for a Comic-Con event and ended up trending on Twitter!

Through his unique approach to customer experience, Alex Sanchez sends a clear message: customer service is not merely about resolving issues, it’s about forming connections, evoking smiles, and delivering an experience that stays with customers long after the resolution of their concerns.