Putting Customers First: The Nium Culture Code

By Song Chin, V.P. of Technical Services

Contrary to common belief, commitment to customer success is not the responsibility of a company’s particular department. In fact, ensuring that customers’ needs are identified and met is an area of ownership that the entire business should take. As Nium builds the top-tier fintech payments infrastructure to support global on-demand money movement, our approach to powering payments has always been customer-first.

This means delivering superior customer service, scalable technology, and a growing set of B2B payments solutions to address every pain point with differentiation. Whether you’re a financial institution, airline, online travel agency (OTA), payroll platform, or any other business with a need for global B2B money movement, our customer-first approach focuses on personalization instead of generalization when we’re transforming how you make and receive payments.

Championing differentiation: Our mindset

Most companies are able to get 95% of their payments right, but we want to eliminate the 5% risk for our customers, and this is where Nium has the edge over competitors. We are committed to delivering superior customer service, scalable technology, and a growing set of B2B payments solutions; we heavily invest in the best resources to address every pain point with differentiation.

Whether you’re a financial institution, airline, online travel agency (OTA), payroll platform, or any other business with a need for global B2B money movement, our customer-first approach focuses on personalization instead of generalization when we’re transforming how you make and receive payments.

Customer journey: The roadmap to excellence

In order for our customer-first approach to work, teams at Nium have a framework in place to capture every detail impacting your success. By following these steps, we ensure that the customer journey puts your satisfaction at the heart of the work that we do:

1. Put customers first in decision-making

Responding to customer needs and expectations is a proactive exercise for all stakeholders, including those at the forefront of client conversations – the tech, operations, product, and sales teams. 

Throughout the various discussions involving needs assessments, and strategies to resolve pain points, customers have the voice and comfort to freely share their viewpoints. This also provides valuable insights into the customer journey so the teams at Nium can drive consistent improvement in our customer-first culture.

2. Offer excellent customer experiences

Delivering the best customer experience has long-term benefits that extend beyond meeting performance targets. We take the time to preempt questions and concerns, build engagement, and work towards building a knowledge base for our customers.

3. Personalize their experiences

A customer-centric approach that involves personalized experiences helps remove the guesswork, so our clients know we’re already providing solutions focused on their exact data, business needs, and preferences. Different customers have different areas of friction that need addressing; this is why personalizing interactions sets the scene for precise problem-solving and a deep understanding of customer expectations to be met.

4. Continuously gather customer feedback

Getting regular feedback is a staple part of building a customer-first mindset across our company. Our teams work to leverage this opportunity to gather input about the experience and find gaps to fill that could further improve the value we provide.

5. Empower employees to solve customer problems

Our employees are empowered with the authority to resolve problems quickly. Providing them with the skills to troubleshoot, use best practices, and promptly escalate any issues to the relevant team are some of the ways to boost positive brand perception and contribute towards building high-performing employees.

6. Create a customer-focused culture

Setting an intuitive tone with uncompromising prioritization of customer success is built       into Nium’s culture and values. We put the customer at the center of everything we do; this not only helps transform our mindset to deliver more value to them, but also improves customer retention.

Nium’s Customer-first Approach

With fast, simple, and flexible international payments becoming the new industry standard, Nium has earned its spot as the global leader in on-demand money movement.

As a fintech payments infrastructure, understanding customer expectations and delivering modern B2B payments solutions to make cross-border payments seamless is our platform’s foundation. Whether it’s card issuance across the world or our robust API suite that allows access to a payment network of over 190 countries—100 in real-time, and in more than 100 currencies—you can trust Nium to put your business needs first.

Want to learn how we help unlock more revenue, scale your business, and build a personalized payments solution to outperform competitors?

Contact us today so we can show you how we put our customers first at Nium.

About Song Chin

Song Chin is a seasoned fintech professional with over 10 years of experience in the fintech industry and over 20 years of experience in technology. With a background in computer science, he has a proven track record of helping fintech startups achieve their goals and overcome obstacles, with a deep understanding of the fintech landscape, having worked with startups in payments and card issuing.

In addition to his expertise in fintech and technology, Song has a talent for building high-performing teams and scaling companies. He is known for developing and executing strategies that drive growth and success and has worked with startups at all stages of growth.