55 min
Applying Common Sense to Digital Customer Experience with Rob Zambito of Success Scaled | Episode 045 The Digital Customer Experience Podcast
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- Careers
Invariably, when you speak to someone in CS about Rob Zambito, the first comment that almost always comes back is, "He's a good guy". ...and I couldn't agree more.
I wouldn't say that I've known Rob for a very long - but the time we've spent both on Zoom and in-person has always been extremely high-quality, funny, impactful, personal and full of great questions.
This is the same approach Rob takes with all of his clients at Success Scaled, where he advises seed to B-series companies on CS strategies. He asks A LOT of questions and puts together a good picture of current-state before digging into solutioning.
This is also what makes him a phenomenal guest for this episode of the show because he has seen A LOT of stuff work - and a lot of stuff not work!
In this episode, we talk about:
How his background in ‘consumer psychology’ has helped him in his CS venturesThe parallels between the hospitality/service industry and being a CSMUsing the ‘lunch break test’ to help identify what should and can be automatedCS teams, if structured correctly can and should be catch-allCSMs should know about any interaction their customers have with the company - tickets, ideas submissions, community events, course completions, etc.Part of the digital remit should be focused on providing CSMs with easy access to customer data & telemetry for use in engaging their accountsOnboarding is an amazing first place to focus on digitizing as it is the most formative stage of the journeyRob’s approach to providing guidance and feedback to his clients in a productive mannerSuccessful onboarding will have customers ready to expand immediatelyApproach your daily routine from the standpoint of scaling and making your everyday more efficientDon’t wait for leadership to design your own efficiencies as an ICSetting aside an hour per day to hone in on work that is meaningful to youIncorporate celebration into your digital flowsLeveraging user data to really figure out the opportunities that exist within a customerSet the right expectations early when implementing digital motionsDon’t build a community until it starts to build itself. Communities can swing wildly between ‘crickets’ and ‘group think’, so building them must be done so cautiouslyRob's LinkedIn
Podcasts:
30 Minutes to President's ClubRevenue BuildersEconomics of Everyday ThingsShoutouts:
Ryan JohansenMickey PowellLauren 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
Invariably, when you speak to someone in CS about Rob Zambito, the first comment that almost always comes back is, "He's a good guy". ...and I couldn't agree more.
I wouldn't say that I've known Rob for a very long - but the time we've spent both on Zoom and in-person has always been extremely high-quality, funny, impactful, personal and full of great questions.
This is the same approach Rob takes with all of his clients at Success Scaled, where he advises seed to B-series companies on CS strategies. He asks A LOT of questions and puts together a good picture of current-state before digging into solutioning.
This is also what makes him a phenomenal guest for this episode of the show because he has seen A LOT of stuff work - and a lot of stuff not work!
In this episode, we talk about:
How his background in ‘consumer psychology’ has helped him in his CS venturesThe parallels between the hospitality/service industry and being a CSMUsing the ‘lunch break test’ to help identify what should and can be automatedCS teams, if structured correctly can and should be catch-allCSMs should know about any interaction their customers have with the company - tickets, ideas submissions, community events, course completions, etc.Part of the digital remit should be focused on providing CSMs with easy access to customer data & telemetry for use in engaging their accountsOnboarding is an amazing first place to focus on digitizing as it is the most formative stage of the journeyRob’s approach to providing guidance and feedback to his clients in a productive mannerSuccessful onboarding will have customers ready to expand immediatelyApproach your daily routine from the standpoint of scaling and making your everyday more efficientDon’t wait for leadership to design your own efficiencies as an ICSetting aside an hour per day to hone in on work that is meaningful to youIncorporate celebration into your digital flowsLeveraging user data to really figure out the opportunities that exist within a customerSet the right expectations early when implementing digital motionsDon’t build a community until it starts to build itself. Communities can swing wildly between ‘crickets’ and ‘group think’, so building them must be done so cautiouslyRob's LinkedIn
Podcasts:
30 Minutes to President's ClubRevenue BuildersEconomics of Everyday ThingsShoutouts:
Ryan JohansenMickey PowellLauren 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
55 min