The Customer Success Hotline

Lifetime Value Media

Your favorite CS personalities answer your hardest CS questions.

  1. 07/01/2025

    There is no pot of gold | #12

    What does digital CS mean nowadays? Kristi and Stino dispel the myth that digital CS means...just send more emails. ⏱️ Timestamps: 00:00:00 - Intro 00:01:20 - Digital CS and playbook fatigue 00:04:42 - Why self-service feels like a chore 00:07:34 - Diagnosing drop-offs in the funnel 00:10:50 - Asking customers what they want 00:12:00 - Attention spans and short-form wins 00:14:13 - Celebrating small customer milestones 00:15:31 - When data isn't delivering outcomes 00:17:09 - Using AI to analyze anonymized data 00:19:47 - Prompt crafting for actionable insights 00:21:26 - Knowing when to walk away from Chatty 📺 Lifetime Value: Your Destination for GTM content https://www.lifetimevaluemedia.com 💁‍♀️💁‍♂️ Connect with the hosts: Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's website: https://www.kristifaltorusso.com/ Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Key topics: digital customer success, email marketing, customer service

    23 min

  2. 06/17/2025

    Don't lose that personal touch | #11

    When total and complete automation is within reach, do you let it take over? Kristi and Stino share their thoughts on what makes customer success...customer success. ⏱️ Timestamps: 00:00:00 - Botox and burnout in CS 00:03:24 - Personalization vs. product-led growth 00:04:03 - Losing the human touch in PLG 00:06:07 - Segmentation and scalable white glove 00:07:37 - Using product data for personalization 00:09:07 - Internal workflows vs. customer behavior 00:10:47 - Low-budget ways to personalize onboarding 00:11:46 - Collaborating with customers on design 00:12:42 - Scaling support without losing CSAT 00:14:12 - Categorizing tickets to find the root cause 00:17:05 - AI and documentation to reduce burnout 00:20:23 - Socializing support data with leadership 📺 Lifetime Value: Your Destination for GTM content https://www.lifetimevaluemedia.com 💁‍♀️💁‍♂️ Connect with the hosts: Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's website: https://www.kristifaltorusso.com/ Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Key topics: artificial intelligence, personalization, customer support

    22 min

  3. 03/04/2025

    Get clear on your personal brand | #10

    Presenting your best self isn't just about the way you dress, talk, or carry yourself anymore. Kristi and Stino share their tips on cultivating the best version of your personal brand online. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:03 - Intro 00:02:44 - The shift from company-first to personal-first 00:06:27 - The power of sharing failures and lessons 00:10:26 - The importance of knowing your why 00:16:07 - Confidence, authenticity, and staying real 00:20:16 - Handling criticism and staying resilient 00:22:11 - Optimizing your LinkedIn profile for impact 00:28:37 - The underestimated power of commenting 00:32:42 - Aligning content with your personal goals 00:34:01 - Stretchy pants 📺 Lifetime Value: Your Destination for GTM content https://www.lifetimevaluemedia.com 💁‍♀️💁‍♂️ Connect with the hosts: Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's website: https://www.kristifaltorusso.com/ Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Key topics: personal branding, career tips, social media, content creation Mentioned in this episode: LTV Shop The Segment

    37 min

  4. 02/18/2025

    Do not let your petty self win | #9

    What's the move when your colleague wins big off of a playbook you shared with them? Kristi and Stino weigh the pros and cons of taking the high road, or...letting the pettiness get the best of you. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - The petty vs. professional dilemma 00:01:09 - A workplace betrayal or just miscommunication? 00:02:12 - When your advice leads to someone else’s win 00:05:02 - The ego factor: Why this really stings 00:06:07 - Assume good intentions (even when it’s hard) 00:07:37 - Collaboration vs. individual recognition 00:10:07 - Owning your contributions without overusing “we” 00:11:04 - Should you talk to the boss? 00:12:56 - The smarter way to handle workplace credit 00:15:45 - 2025: The year of professional growth (and less pettiness) 📺 Lifetime Value: Your Destination for GTM content https://www.lifetimevaluemedia.com 💁‍♀️💁‍♂️ Connect with the hosts: Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's website: https://www.kristifaltorusso.com/ Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Key topics: collaboration, work drama, promotions Mentioned in this episode: LTV Shop The Segment

    20 min

  5. 02/04/2025

    It's time to RETHINK your AI strategy | #8

    AI, AI, AI... Kristi and Stino get the allure. But there are some things to think about while you board the hype train. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:23 - The big question: AI or not to AI 00:02:24 - AI is making us lazy in CS 00:05:26 - Efficiency, not replacement 00:08:24 - Learning how to use the tool properly 00:10:55 - Misguided AI mandates from leadership 00:14:01 - Balancing relationships and automation 00:19:44 - The value of surveys and AI support 00:21:46 - Answering the question thoughtfully 📺 Lifetime Value: Your Destination for GTM content https://www.lifetimevaluemedia.com 💁‍♀️💁‍♂️ Connect with the hosts: Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's website: https://www.kristifaltorusso.com/ Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Key topics: artificial intelligence, personalization, leadership Mentioned in this episode: LTV Shop The Segment

    26 min

  6. 12/24/2024

    Are you leadership material? | #7

    Getting promoted into leadership is still the ultimate goal for most. Kristi and Stino challenge the notion and, if you're still interested, tell you what to look out for. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00 - A blonde debut 01:57 - Climbing the CS ladder 02:30 - Finding your “why” in leadership 04:00 - Managing expectations upfront 06:16 - Organizational philosophy on CS 08:01 - Asking for support as a leader 09:14 - Realistic targets and KPIs 11:43 - Knowing the team dynamics 13:28 - Investing in leadership development 16:08 - Product innovation and customer value 18:47 - Wrapping up 2024 and looking ahead 📺 Lifetime Value: Your Destination for GTM content https://www.lifetimevaluemedia.com 💁‍♀️💁‍♂️ Connect with the hosts: Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's website: https://www.kristifaltorusso.com/ Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Key topics: leadership, career journey, management, new leader, promotion Mentioned in this episode: LTV Shop

    22 min

  7. 12/10/2024

    Rediscover your CREATIVITY | #6

    You can't always get what you want. And when it comes to CSMing, that almost always means...data worth a damn. Kristi and Stino share tactics for FIGHTING for better data or, in lieu of that, how to still get your point across without it. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:00:55 - Gratitude for 2024’s challenges 00:02:38 - Myriam's dilemma: CS without data 00:04:35 - Leveraging customer conversations 00:06:00 - Inviting others into CS calls 00:08:30 - Creativity in data collection 00:10:00 - Building trust in your data 00:12:55 - Emotional breakdowns in leadership 00:16:38 - Back to basics with Excel 00:18:51 - Identifying the right metrics 📺 Lifetime Value: Your Destination for GTM content https://www.lifetimevaluemedia.com 💁‍♀️💁‍♂️ Connect with the hosts: Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's website: https://www.kristifaltorusso.com/ Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Key topics: data, creativity, microsoft excel Mentioned in this episode: LTV Shop

    22 min

  8. 11/26/2024

    Data, not drama | #5

    It's inevitable that you'll feel overwhelmed in your job. Kristi and Stino give advice on how to discuss it with your manager. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:48 - Overwhelmed in the workplace 00:02:46 - Emotional vs. data-driven conversations 00:06:26 - Turning stress into actionable insights 00:09:25 - Crafting business-focused recommendations 00:11:43 - Handling emotions during tough discussions 00:12:06 - Unique stress relief methods 00:12:47 - Empowering the first conversation 00:13:30 - Cliffhanger! 📺 Lifetime Value: Your Destination for GTM content https://www.lifetimevaluemedia.com 💁‍♀️💁‍♂️ Connect with the hosts: Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's website: https://www.kristifaltorusso.com/ Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Key topics: data

    15 min
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Your favorite CS personalities answer your hardest CS questions.

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  • Creator
    Lifetime Value Media
  • Years Active
    2024 - 2025
  • Episodes
    13
  • Rating
    Explicit
  • Copyright
    © Copyright 2025 Lifetime Value Media
  • Show Website
    The Customer Success Hotline