Pryce Adade-Yebesi’s Post

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CEO of AccelBooks, Cofounder and frmr CPO @ Utopia Labs

🏃 Toast the waiters are churning. Not your buyers. At one of my favorite restaurants recently, I noticed something strange. They had ditched the Toast QR code payment system and gone back to regular receipts. As a fintech nerd and fan of Toast, I had to ask. Turns out, the staff hated it. Why? Their older clientele got confused by the QR codes, leading to fewer tips. For the waiters, that was unacceptable. Despite how much I and other clients love the feature as a customer, the restaurant manager scrapped it to keep the staff happy. This got me thinking: We obsess over making buyers (owners, execs, etc.) happy. But they’re not the ones using the product every day. The end-users—the staff on the ground—hold the keys to retention. It’s a lesson we live by at AccelBooks even as an embedded product. While building, we’ve spoken to over 100 small business owners and their teams to understand pain points across the board. We even manage an internal user advisory staff to ensure we’re building for real-world workflows. In summary: 👉 Happy buyers get you a sale. 👉 Happy users keep you in the game. Thoughts? Have you seen something like this in action? Would love to hear your stories in the comments! 👇 #fintech #payments

Cynthia B. Gentry

Founder @ Gentry Media | Web3 Marketing Expert | Community Builder | Strategic Advisor

1mo

Spot on—happy users are the real key to retention. I’ve seen similar issues with consumer crypto adoption in retail: if UI is over complicated or hard to understand, it doesn’t last, no matter how much builders loves it. Your focus on direct user feedback at AccelBooks is smart. Curious—how do you balance user needs with buyers when their priorities clash?

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