The Daily Standup

The effervescent Mary Migiano brings a PROBLEM to the pod: your customer just won't respond.  What's your go-to method for fighting through the noise and grabbing their attention?

Timestamps:

00:00:00 - Analogies abound!

00:01:31 - Challenges with Unresponsive Customers

00:02:49 - Finding effective communication methods

00:03:51 - Understanding Customer Non-Responsiveness

00:04:56 - Assuming the best in intention

00:06:06 - Adding Value as a Business Partner

00:07:21 - Improving Email Responses

00:08:40 - Tips for getting facetime with customers

00:09:44 - Asking the Right Questions

00:11:03 - Like, comment, and subscribe!

📺 Lifetime Value: Your Destination for Customer Success content

Website: https://www.lifetimevaluemedia.com

🤝 Connect with the hosts:

Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung

JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/

Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/

👋 Connect with Mary Migiano:

Mary's LinkedIn: https://www.linkedin.com/in/marymigiano/

Mentioned in this episode:

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Matik

Bob London wants everyone to shut up, but for a reason other than you may think.

⏱️ Timestamps:

00:00:00 - Intro

00:02:21 - The lost art of listening

00:05:59 - Customer success: Listening vs. forcing value

00:06:54 - Curiosity: The key to better customer conversations

00:08:21 - Pausing to let the customer share

00:09:53 - The power of intentional silence

00:12:09 - Tactical advice: Using the mute button to listen better

00:12:55 - Keep listening, keep learning

📺 Lifetime Value: Your Destination for Customer Success content

Website: https://www.lifetimevaluemedia.com

🤝 Connect with the hosts:

Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung

JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/

Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/

👋 Connect with Bob London:

Bob's LinkedIn: https://www.linkedin.com/in/boblondon/

Mentioned in this episode:

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Matik

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Diane Gordon's been doing this for over three decades, and the margin for error is still too damn high.

⏱️ Timestamps:

00:00:00 - Intro

00:00:54 - A customer experience nerd

00:01:31 - Struggling with retention forecasting

00:02:50 - Trust no health score

00:03:10 - Health scores: More of a guessing game?

00:04:36 - Keep sentiment and health scores separate

00:05:56 - Can AI solve the accuracy gap?

00:06:23 - The risk of equating happiness with renewal

00:09:00 - Blind spots in customer predictions

📺 Lifetime Value: Your Destination for GTM content

Website: https://www.lifetimevaluemedia.com

🤝 Connect with the hosts:

Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung

JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/

Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/

👋 Connect with Diane Gordon:

Diane's LinkedIn: https://www.linkedin.com/in/gordondiane/

Mentioned in this episode:

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Matik

Anika Zubair is just gonna say it: we in CS ought to be acting a lot more like salespeople. And in so doing, should get a lot of the same resources, too.

⏱️ Timestamps:

00:00:00 - Intro

00:01:25 - Anika’s journey: 13 years in post-sales success

00:02:46 - Money matters in customer success

00:03:48 - A shift in mindset: revenue and CS

00:05:31 - Rob’s startup story: revenue from CS

00:08:05 - Manufacturing epiphanies: coaching for success

00:09:25 - Investing in CS coaching vs. sales training

00:11:14 - Impact-driven CS: revenue at the core

📺 Lifetime Value: Your Destination for Customer Success content

Website: https://www.lifetimevaluemedia.com

🤝 Connect with the hosts:

Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung

JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/

Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/

👋 Connect with Anika Zubair

Anika's LinkedIn: https://www.linkedin.com/in/anikazubair/

Mentioned in this episode:

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Matik

Amidst an AI surge, Richard Blank believes in language more than ever.

⏱️ Timestamps:

00:00:00 - Intro

00:01:02 - Richard Blank: Journey from Northeast Philly to Costa Rica

00:02:14 - Gamification and creating a fun work culture

00:04:45 - Proactive vs. reactive: The call center approach

00:05:38 - Why Costa Rica? The appeal of a nearshore BPO

00:06:00 - Language, cultural nuances, and the home run close

00:07:05 - The irreplaceable human touch in customer support

00:10:55 - Speech craft: The art and strategy of communication

00:12:42 - Wrapping up: Time to make this a series!

📺 Lifetime Value: Your Destination for GTM content

Website: https://www.lifetimevaluemedia.com

🤝 Connect with the hosts:

Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung

JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/

Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/

👋 Connect with Richard Blank:

Richard's LinkedIn: https://www.linkedin.com/in/costaricascallcenter/

Mentioned in this episode:

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Matik

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Christine Raby jumps on to chat the modern hiring process.  What's different about it today compared to a couple years ago?  And how can companies and hiring managers switch it up to accommodate the massive supply while maintaining humanity with their candidates?

Timestamps:

00:00:00 - Authenticity in Finding the Right Fit

00:01:38 - Effective Hiring in Today's Environment

00:03:03 - Effective Hiring Manager Strategies

00:04:20 - Hiring for Culture Additions

00:05:34 - Removing Unconscious Company Biases

00:06:59 - Filtering Candidates in the Job Market

00:08:29 - Authentic fit and intentionality in hiring process

00:10:02 - Tips for Hiring the Best Candidates

00:12:37 - Like, comment, and subscribe!

📺 Lifetime Value: Your Destination for Customer Success content

Website: https://www.lifetimevaluemedia.com

🤝 Connect with the hosts:

Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung

JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/

Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/

👋 Connect with Christine:

Christine's LinkedIn: https://www.linkedin.com/in/christineraby/

Mentioned in this episode:

Matik

The Segment

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Mohammed Alqaq is the founder of Customer Success Middle East and eternal optimist. Amidst talk of AI taking over, Mo calls out the opportunities it may portend for the profession.

⏱️ Timestamps:

00:00:00 - What's next?

00:00:17 - Welcome to the Daily Standup

00:00:44 - Introducing Mohammed Alqaq

00:02:36 - What’s next in customer success?

00:03:14 - Leveraging AI and machine learning

00:03:52 - Holistic overview of customers

00:05:09 - Preparing data for AI

00:06:08 - Importance of clean data

00:07:27 - Power Rangers

00:09:11 - Optimism for CS evolution

00:10:25 - Future of automated CS tiers

📺 Lifetime Value: Your Destination for Customer Success content

Website: https://www.lifetimevaluemedia.com

🤝 Connect with the hosts:

Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung

JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/

Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/

👋 Connect with Mohammed Alqaq:

Mohammed's LinkedIn: https://www.linkedin.com/in/mohammedalqaq/

Customer Success Middle East: https://customer-success.me/

Mentioned in this episode:

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Matik

The Segment

Matt Bennett of Ritten.io spends much of his day thinking about mental health. He comes onto the show to pose some questions about how to optimize it while working in customer success.

Timestamps:

00:00:00 - Managing the noise and easing the mental load

00:01:40 - Challenges of customer success in a growing company

00:03:00 - Scaling the organization

00:04:17 - Communication challenges in remote work

00:05:41 - Managing urgency versus value

00:07:22 - Auditing your signals and staying focused

00:08:54 - The dreaded Slack notification

00:10:20 - Narrowing the aperture

00:11:39 - Finding balance and giving yourself grace

00:13:10 - Like, comment, and subscribe!

📺 Lifetime Value: Your Destination for Customer Success content

Subscribe: https://lifetimevalue.link/youtubesub

Website: https://www.lifetimevaluemedia.com

🤝 Connect with the hosts:

Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung

JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/

Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/

👋 Connect with Matt Bennett:

Matt's LinkedIn: https://www.linkedin.com/in/mh-bennett/

Mentioned in this episode:

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Matik

Episode 117: Ryan Deal has some tips on how best to present yourself, both professionally and personally.

⏱️ Timestamps:

00:00:00 - Welcoming the lifers

00:01:01 - Meet Ryan, from salesperson to CS leader

00:02:47 - How personal branding defines your career

00:03:29 - The power of intentional self-representation

00:04:50 - Confidence closes: Owning your brand in CS

00:06:08 - Authenticity and filtering opportunities

00:08:37 - Building your personal brand as a professional

00:10:07 - A starter guide to crafting a unique personal brand

00:12:23 - Bringing personal work into everyday life

00:13:28 - Wrapping up: A refreshing take on personal branding

📺 Lifetime Value: Your Destination for GTM content

Website: https://www.lifetimevaluemedia.com

🤝 Connect with the hosts:

Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung

JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/

Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/

👋 Connect with Ryan Deal:

Ryan's LinkedIn: https://www.linkedin.com/in/ryandealsales/

Mentioned in this episode:

Matik

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The Segment

BS in CS alert: Ed Powers wants to clarify how value works in a SaaS business.

⏱️ Timestamps:

00:00:00 - The science

00:01:37 - The customer success statement that triggered Ed

00:03:02 - “Customers churn because of value” debate begins

00:05:10 - Value and cost as intertwined factors

00:06:30 - Value is relative, not absolute

00:07:28 - How we evaluate vendors and decisions

00:08:38 - The six factors that drive perceived value

00:09:25 - What CSMs should understand about cost and value

00:10:09 - Real-world example of cost affecting customer loyalty

00:11:53 - Philosophy behind value and customer experience​

📺 Lifetime Value: Your Destination for Customer Success content

Website: https://www.lifetimevaluemedia.com

🤝 Connect with the hosts:

Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung

JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/

Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/

👋 Connect with Ed Powers:

Ed's LinkedIn: https://www.linkedin.com/in/ed-powers-ab5315/

Mentioned in this episode:

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Matik

The Segment