Your Success Is Our Responsibility

Interested in starting your own entrepreneurial journey in business solutions but unsure what to expect? Then read up on our interview with Jaakko Männistö, Founder & CEO of Feedbackly, located in Turku, Finland.

What's your business, and who are your customers?

We offer an all-in-one feedback tool for you to measure your customer experience through the entire customer journey with ease! We work with any high customer volume businesses from retail to the public sector and B2B, and we are the first and only SaaS that is specialised in emotional experience measurement like EVI®.

Tell us about yourself

I am passionate about helping companies improve their customer experience. I started working on this mission when I realized how often companies misuse customer experience KPIs, such as the Net Promoter Score (NPS). While NPS is commonly used, many people don't understand it and therefore don't use it correctly. As a result, companies are missing out on a crucial opportunity to improve their customers' experiences. I believe that emotion drives sales, and measuring emotions is essential to delivering a great customer experience. That's why I developed the Emotional Value Index (EVI®) as a better way to measure the emotional impact of customer experiences. I am motivated each day by the idea that I can help companies deliver more meaningful experiences to their customers and, in turn, drive better business results.

What's your biggest accomplishment as a business owner?

My biggest accomplishment as a business owner is seeing my customers grow their sales significantly through the improvements we've made to their customer experience. For example, one of our clients saw a 50% increase in customer retention and a 30% increase in customer referrals after implementing our recommendations. Additionally, I take pride in offering a workplace where other people who are passionate about customer experience can grow and thrive. Several of my team members have been promoted to leadership roles, and it's been inspiring to see them develop their skills and take on new challenges. Overall, I am proud to have built a business that helps companies achieve their goals while also providing opportunities for personal and professional growth."

What's one of the hardest things that comes with being a business owner?

One of the hardest things about being a business owner is the constant pressure to make difficult decisions with limited information. As a business owner, you have to balance competing priorities, manage risks, and anticipate the future while also staying focused on the present. It can be challenging to navigate these complexities while also trying to run a successful business. Another difficult aspect of being a business owner is the responsibility that comes with leading a team. Managing people is not always easy, and it requires a lot of time, energy, and emotional investment. You have to create a culture that supports your team member's growth and development while also holding them accountable for their performance. This can be a delicate balance, and it requires strong leadership skills to do it well. Overall, being a business owner is a challenging but rewarding experience. It requires resilience, creativity, and a willingness to learn and adapt to new circumstances. However, the sense of accomplishment that comes with building something from scratch and seeing it succeed is truly priceless.

What are the top tips you'd give to anyone looking to start, run and grow a business today?

To be honest, I don't think I'm not in the position to start at this point as I have been doing this already for some time, but in general, there are two mantras that I always follow.

Firstly, pick your battles and know your customers. This way, you can actually sell and make better products/services. This is more important than ever as the markets are more competitive.
Secondly, sell like crazy yourself. That will make it or break it, and that is the only way you will learn real stuff about the customer. So learn and sell. Then start over and do it so many times that you can teach that to someone else!

Where can people find you and your business?

Website: https://www.feedbackly.com/
Facebook: https://fi-fi.facebook.com/jaakko.t.mannisto
Instagram: https://www.instagram.com/jaakkomannisto/
Twitter: https://twitter.com/JaakkoMannisto
LinkedIn: https://www.linkedin.com/in/jaakkomannisto/

If you like what you've read here and have your own story as a solo or small business entrepreneur that you'd like to share, then please answer these interview questions. We'd love to feature your journey on these pages.

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