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Jonathan Lefèvre, Customer Support Manager at Memo Bank

Learning Inspiration 🌈 #20

Jonathan Lefèvre is an expert in customer service. Jonathan is one of the first employees of Capitaine Train, a start-up that has made the customer experience its top priority. In a few years, his obsession with customer service allowed him to shake up a historical monopoly. After reconciling millions of people with the purchase of train tickets, the company was bought out for 200 million euros. His book L’Obsession du Service Client is the leading French book on the subject. Jonathan is currently the customer support manager at Memo Bank, a new independent bank for small and medium businesses.

jonathan lefevre
Jonathan Lefèvre, Customer Support Manager at Memo Bank

Who is your biggest source of inspiration?

When I first started to work about ten years ago, I was inspired by a company called 37signals (now Basecamp). Their blog posts and books (Getting Real, Rework, Remote: No Office Required, and more recently, It Doesn’t Have to Be Crazy at Work) shaped how I think about work. I don’t know if these are my biggest inspiration sources, but their values still resonate with me today. I love this consistency.

Besides that, I think inspiration can come from anywhere. I love to mix inspirations from different areas of my life with very few commonalities (i.e. video games, basketball, technology, family) to get the best combinations of unique ideas.

How do you keep learning on a daily basis?

Podcasts

Podcasts play a huge part in my learning process. I’ve been listening to podcasts every day since 2007. I listen to podcasts — at ×3 speed, don’t judge me 😅 — during every task that doesn’t require my full attention.

It turns out there are many boring life moments that everyone could use to listen to podcasts. I learn from the best global experts as if they were talking to me, and without even having to bother asking the questions. How beautiful is that? It’s an introvert paradise. Boring housekeeping sessions are turned into great learning sessions.

– Reading books

I also have a thirty-minute reading routine every morning after I wake up. I leave my phone outside my bedroom when I go to bed to remove distractions. When I wake up, I grab my Kindle instead of my phone and start reading. I have a vast book database where I keep my notes and every book recommendation that comes to me.

– Writing

I’ve always loved to write. Writing is probably the most important thing in my learning process. If I don’t write something, it’s almost like it doesn’t exist. I consider that I don’t understand something enough until I have written publicly about it. One of the most beautiful things about writing is that the process of writing itself helps you learn. It enables you to think clearly.

– Doing things myself, even if it makes me feel dumb

We always forget what it’s like to do something for the first time. How stupid we feel, how lost we are. But that’s the only way to understand something fully. Learning comes from experience, and experience comes from doing things ourselves, from the pain of making the mistakes yourself — not just reading about them. I don’t pretend to know something unless I have done it myself. That’s the only way I can truly learn.

What are your favorite books 📚?

As I already mentioned Basecamp’s books, I’ll choose Essentialism by Greg McKeown. This is one of my favorite books, the kind of book you wish everyone had read. I gave it as a gift to so many people. And I think it is becoming more and more relevant every day.

What is your favorite podcast 🎧?

I wrote a whole blog post about this. 😄 It’s tough to pick only one. Maybe The Knowledge Project by Shane Parrish.

If you were stuck alone on an island and only be allowed to bring one item, what would it be?

I’m one of those people whose life was literally saved by the Internet. I don’t know what my life would look like if I were born fifty years earlier, but I’m so glad it didn’t happen. So the first thing that came to my mind when I read the question was “AN INTERNET CONNECTION!” And then, I thought about my reading list.

I’d say my Kindle, full of books. I have enough fascinating things to read for thousands of years. Sounds like a good plan on this lonely island. 😎 (Okay, maybe I could also bring Dead Cells, one of my favorite video games. It has infinite replay value.)

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Marie from Clind

Marie has been in the EdTech sector for the past 4 years. She is COO at Clind. Clind is an EdTech startup building a personal learning assistant to help individuals grow and learn better on a daily basis.