Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic

In this special edition, Alex sits down with Stijn "Stino" Smet, Head of Customer Success at Whale.io, the host of *two* customer success podcasts, and all-around loose cannon. He joins Alex (in his studio!) for a very special joint episode of their podcasts to discuss career journeys, getting started with a digital practice, and more.

The “more”:
00:00 - Where to start with digital
03:35 - Your First Digital CS Experience
07:12 - The Core of a True Digital Team
10:44 - Meeting an “Idol”
14:15 - Transitioning to Digital Customer Experience
18:03 - Quick Wins in Digital CS
21:28 - Being Ahead of the Curve with Digital Customer Success
25:11 - Stino’s Famous Playbook
28:38 - Achieving Revenue Growth
32:14 - “Light” Success Services
35:40 - Creating and Tracking Campaign Metrics
39:04 - Reviewing and Iterating on Strategies
42:36 - The Sweet Spot
49:48 - Laser beams and confetti
53:40 - Shout Outs

Enjoy! I know I sure did...

Stino's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Shoutouts:

• Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
• Erika Villareal: https://www.linkedin.com/in/erivillarreal/
• Anika Zubair: https://www.linkedin.com/in/anikazubair/
• Diana de Jesus: https://www.linkedin.com/in/dianadejesus/
• Dillon Young: https://www.linkedin.com/in/dillonryoung/
• Prashanth Jothi: https://www.linkedin.com/in/prashanthjothi/

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This episode was edited by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more.

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Support the Show.

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

Link to Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic.

Today, I'm joined by Jeff Heckler - a CS veteran with a lot of wisdom to share around the state of the industry, the AI tools with the most promise, and Slack overwhelm.

In this episode, we cover a wide variety of topics, including:

• 00:00:00 - Welcome To The Digital Customer Experience Podcast
• 00:01:31 - Join The Matik Conference, Earn A $20 Uber Eats Gift Card Giveaway
• 00:02:56 - Introduction
• 00:04:21 - Leaving Business Intelligence & Falling Into Software
• 00:10:17 - Digital Customer Success Since Covid-19
• 00:11:43 - The Rise Of QR Code
• 00:13:19 - Contraction In Headcounts And Budgets
• 00:14:51 - The Economics Of AI And Tech’s Current Struggles In Today’s Economy
• 00:16:26 - The Most Prominent Digital Trends In CS
• 00:19:36 - Leveraging Ai Chat Bots For Support Ticket Deflection, Among Other Things
• 00:20:58 - Communication Overload And Digital Emotions
• 00:22:29 - Optimizing Digital Workflows And Tools
• 00:23:58 - The Stickiness Of Tools
• 00:25:34 - Learning From Mistakes And Cross-Functional Allegiances
• 00:27:05 - Setting Up A Cadence For Product Sales Marketing Support
• 00:28:20 - Shifting Mindset For Customer Success Managers
• 00:29:36 - The Importance Of Cross Collaboration
• 00:31:01 - Shout Out To Dickey Singh And Cast.App

Enjoy! I know I sure did...

Jeff's LinkedIn: https://www.linkedin.com/in/jeffheckler/

Shoutouts:

• Irit Eizips: https://www.linkedin.com/in/eizips/
• Dickey Singh of Cast.app: https://www.linkedin.com/in/dickey/

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This episode was edited by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more.

+++++++++++++++++

Support the Show.

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

Jenelle Friday of Forecastable and the Customer Success Collective’s “CS Leader of the Year” for 2023 is someone who is easily liked. She's hyper-in tune with what makes people tick, and is even the author of her own framework on emotional intelligence in customer success.

In this wonderful chat, we talk about:
00:00 - Caring for your customers
02:27 - Being Authentic in Customer Success
04:41 - A Journey to Customer Success and Emotional Intelligence
06:53 - The Importance of Being Human in Business Relationships
09:11 - Being True to Yourself in Business
11:19 - Acknowledging Fears and Embracing Imperfection
13:29 - Emotional Intelligence and Self-Awareness in Customer Success
15:37 - The Importance of Work in Relationships
17:42 - The Importance of Human Interaction
20:11 - Elevator Pitch for Digital Customer Success
22:25 - The Importance of Emotional Intelligence in Digital Communications
24:39 - Using Emotional Intelligence for Customer Engagement
26:47 - The Importance of Social Awareness in Decision-Making Process
29:06 - Cultural Differences in Customer Success
31:21 - Building a Customer Community
33:33 - Coordinating Communication Across Departments
35:42 - Understanding the Customer Perspective
38:01 - Living Boldly and Courageously
40:26 - Developing Soft Skills in Business
42:27 - Fostering Emotional Intelligence in the Workplace
44:51 - The Importance of Emotional Intelligence in Digital Customer Success
46:54 - Book Recommendations and Finding Normalcy
49:04 - Soft Skill Development and Giving Back to the Community

Enjoy! I know I sure did...

+++++++++++++++++

This episode was edited by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more.

+++++++++++++++++

Support the Show.

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic