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:
Shoutout:
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The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
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