Founders need to strike a balance between product, go-to-market, customer experience, and business discipline to ensure sustainable growth for their startup.

Often, sorting through the array of goals in each of these areas will cause a certain degree of palpitation. Sometimes, as Rohit puts it, even existential crisis. The art of successful business growth from infancy to a formidable organisation then lies in a founder's ability to walk a tight rope while using customer feedback as the balancing pole.

This conversation with Rohit Sen, Founder and CEO, Nira - a FinTech dedicated to solving credit accessibility in India - is one of the most thought provoking podcasts I've done. It's partly philosophical but, interestingly, anchored on real practical lessons of entrepreneurship.

Rohit and I talk why customer feedback is probably the best measure of how well you are doing as a business. Rohit tells some very interesting accounts of how, as a foreigner, he learnt about India and the Indian consumers and how he has ensured that CX doesn't become a buzzword at Nira.

Among other things, we discuss:

• Rohit's journey in the Indian startup ecosystem, coming from UK.


• How Rohit is building a customer centric company culture at Nira?


• The various structured and unstructured customer feedback that is used at Nira to prioritise business decisions.


• How to balance the various forces in a startup and grow sustainably even in the face of investor's growth demands?

I know that I'll keep coming back to this podcast for some sound advice every now and then. This is a personal ready reference for any startup founder.

Connect with Rohit on:

LinkedIn: https://linkedin.com/in/rohit-sen-43a1612

Twitter: https://twitter.com/solar_corona

Connect with Nira on:

LinkedIn: https://www.linkedin.com/company/nirafinance/

Twitter: https://twitter.com/nirafinance

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