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Building Community in Digital Customer Success with Marie Lunney | Episode 030
Manage episode 389021733 series 3479744
Marie Lunney joins us this week in a whirlwind conversation in which we cover a lot of ground. Not only is she a seasoned digital CS leader, including her current role at Top Employers Institute, but she's also founder of the DCS Connect Slack community.
In this fun filled 45 minutes, Marie and I dig into:
- Digital CS before it was called DCS
- Cross-coordination with other departments around the Customer Journey
- How employee satisfaction plays into a healthy digital journey
- The DCS Connect Community
- The many variables involved in Digital CS
- Evolution of digital away from segment coverage and into broader operations
- Data hygiene and knowing who your customer contact personas are
- Strategies for cleaning up your data
- Digital business reviews & checking in digitally with your customers
- The branding implications of a good digital CS program
- Comparing customers to their peers to drive behaviors
- Hiring for Digital CS and how your most tenured CSMs may not be an ideal fit for the role.
Enjoy! I know I sure did...
Marie's LinkedIn: https://www.linkedin.com/in/marielunney1/
Join DCS Connect: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM
The Digital CS Sweet Spot: https://digitalcustomersuccess.com/dcs-sweet-spot/
Resources:
- CS Insider: https://www.csinsider.co/
- Generalist World: https://www.generalist.world/
Shoutout:
- Elisabeth Courland: https://www.linkedin.com/in/elisabeth-c-8a811118/
+++++++++++++++++
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
Kapitler
1. Building Community in Digital Customer Success with Marie Lunney | Episode 030 (00:00:00)
2. Higher Profits, Satisfied Customers (00:00:03)
3. Digital Customer Success (00:05:51)
4. Digital Customer Success and Data Cleanliness (00:14:56)
5. Maximize Digital Customer Success With Personalization (00:27:33)
6. Digital Customer Success Podcast Appreciation (00:44:22)
75 episoder
Building Community in Digital Customer Success with Marie Lunney | Episode 030
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
Manage episode 389021733 series 3479744
Marie Lunney joins us this week in a whirlwind conversation in which we cover a lot of ground. Not only is she a seasoned digital CS leader, including her current role at Top Employers Institute, but she's also founder of the DCS Connect Slack community.
In this fun filled 45 minutes, Marie and I dig into:
- Digital CS before it was called DCS
- Cross-coordination with other departments around the Customer Journey
- How employee satisfaction plays into a healthy digital journey
- The DCS Connect Community
- The many variables involved in Digital CS
- Evolution of digital away from segment coverage and into broader operations
- Data hygiene and knowing who your customer contact personas are
- Strategies for cleaning up your data
- Digital business reviews & checking in digitally with your customers
- The branding implications of a good digital CS program
- Comparing customers to their peers to drive behaviors
- Hiring for Digital CS and how your most tenured CSMs may not be an ideal fit for the role.
Enjoy! I know I sure did...
Marie's LinkedIn: https://www.linkedin.com/in/marielunney1/
Join DCS Connect: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM
The Digital CS Sweet Spot: https://digitalcustomersuccess.com/dcs-sweet-spot/
Resources:
- CS Insider: https://www.csinsider.co/
- Generalist World: https://www.generalist.world/
Shoutout:
- Elisabeth Courland: https://www.linkedin.com/in/elisabeth-c-8a811118/
+++++++++++++++++
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
Kapitler
1. Building Community in Digital Customer Success with Marie Lunney | Episode 030 (00:00:00)
2. Higher Profits, Satisfied Customers (00:00:03)
3. Digital Customer Success (00:05:51)
4. Digital Customer Success and Data Cleanliness (00:14:56)
5. Maximize Digital Customer Success With Personalization (00:27:33)
6. Digital Customer Success Podcast Appreciation (00:44:22)
75 episoder
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