[Un]Churned – The No. 1 Podcast for Customer Retention "Thank you...because" - Using Improv to Build Better Customer Relationships - ft. Kelly Leonard (The Second City)
In this episode of [Un]churned, host Josh Schachter speaks with Kelly Leonard, the VP, Creative Strategy, Innovation & Business Development at Second City in Chicago.
They discuss how improvisation can improve creativity and collaboration in business and the importance of human behavior and relationships in customer success.
They also touch on the concept of "Yes, and" and how it can be used to navigate disagreements or situations where agreement may not be possible. Overall, the podcast highlights the value of practicing human skills and using science to understand better and connect with customers.
They also discuss
- the importance of building relationships in business
- how improvisational theatre exercises can help improve communication skills.
- dealing with demanding customers who complain frequently.
- the power of comedy in diffusing difficult situations,
- the importance of avoiding toxic people and bosses,
- the value of improvisation in business.
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