Q : If there was one piece of wisdom you could give to other people in the financial industry to improve their work , what would it be ? Be infinitely sceptical of traditional approaches and business models while also maintaining the deepest reverence for the immutable “ laws of physics ” of finance ( especially in underwriting , funding / liquidity , and customer care ). Like the Wright Brothers : they never would have achieved sustained powered flight if they had not bucked tradition in their designs , but they would have likewise failed had they pretended that the law of gravity doesn ’ t exist !
Q : Congratulations on more than doubling Mission Lane ' s users year on year , now at 1.6 million users . What are the best ways fintech startups can accelerate their process of gaining new users ? The formula for gaining new users is simple but can be agonising in the execution . First , build a better solution . Second , treat existing customers exceptionally well . At Mission Lane , we leverage technology and data to help us understand consumers ’ backgrounds and identify what they need to achieve their goals . Data can give us both quantitative and qualitative insights to allow us to personalise our products and services to each customer . But it is not just about bits and bytes ; we also demand superior customer service and train our representatives to listen to and understand each person ’ s unique situation . We understand that financial empowerment