Marc-Olivier MeunierMarc has spent the past few years putting oil on the fire of a hyper growth ad tech company. At Smartly.io he was in charge of scaling the support and its culture. At Eficode he is now leading an engineering team and running operations. He leads by example and puts a lot of emphasis on diversity and inclusion, constantly working to create a safe environment. A warm leader with a passion for memorable experiences and innovation.
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Reading Time: 2 minutesLeading by example usually means being a role model, and showing others how to behave and conduct themselves in a professional and effective manner. My approach to that is pretty much there with some nuance. I like to show up as a human being and build a safe environment where it’s OK for everyone to […]
Reading Time: 2 minutesI try to formulate my leadership principles in a clear and concise way. It keeps me accountable and helps me to be consistent. Build trust: be consistent in decisions and actions, keep decision making transparent and explain why. Be vulnerable: I’m a human being and I act like one, with my flaws. Sharing my ups […]
Reading Time: < 1 minuteTo build trust, your decision making should be predictable. To build trust, your decision making should be transparent. To build trust, you want to get your team and you peers on a field trip into the meanders of your brain. You want to invite everyone around into your brain so they understand what to expect […]
Reading Time: < 1 minuteTrust is the foundation of relationship in many cultures. When leading a team, a department or a company, you want to make sure all your decision making is as transparent as possible in order to increase the trust in the organization. You destroy trust whenever you let personal choices, motivated by your own advantage come […]
Reading Time: 16 minutesSelecting a BPO for outsourcing a customer support function usually goes through a Request for Proposal (RFP). An RFP can have varying degrees of detail, depending on the companies. For some, the quality control or the tooling may be more important, for some others the language coverage may be the clincher. Why using an RFP? […]
Reading Time: 9 minutesOutsourcing / offshoring? Same same. Don’t get caught up with wording. There is probably a subtle difference. But you are simply looking at paying another company to take care of the support function for you. A BPO is a Business Process of Outsourcing. It’s a company specialized in externalising a whole function. Adopting offshore for […]
Reading Time: 13 minutesThere are many aspects to consider when moving to a full blown 24/7 support setup. If you are starting from a regular 9am-5pm and you want to extend the hours to cover more time zones, that’s probably a separate exercise. Below, we are going to talk about moving from 24/5 to 24/7. When you are […]
Reading Time: 3 minutesI am Marc Olivier Meunier, a Customer Engagement Leader. My professional career spans over 20 years in both large corporations and startups. I’ve had success pouring oil on the fire of the advertisement technology company Smartly.io, before dabbling in consulting. First at Eficode, a DevOps consulting company, then as a startup advisor for companies like […]
Reading Time: 12 minutesPréambule, aller à la ligne de départ Tout commence avec la descente vers la ligne de départ. Jeudi 16 Juin, nous remplissons notre camping car de victuailles. Nous nous dirigeons vers le port de Vuosaari pour prendre le ferry Finnlines en direction de Travemunde en Allemagne. 30 heures de traversée et 1400km plus loin, nous […]
Reading Time: 5 minutesI’m preparing for my ultimate goal of completing Paris-Brest-Paris 2023. But I don’t want to just get there and wing it. 2022 will be another training season for PBP. I will need to complete a least one BRM which can be either one of the following 200km 300km 400km 600km 1000km I will most likely […]