The Customer Experience Podcast

263. Creating Human Connection within a Global Ecosystem w/ Naomi Wheeless

Aug 22, 2023

50:46

The chance to have an interaction with an actual human being leads to a positive emotional resonance, which leads to more referrals and online reviews. That human connection is invaluable in strengthening how people perceive the entire brand.

In this episode, we meet with Square’s Global Head of Customer Success, Naomi Wheeless, a remarkable leader who has successfully built and led a diverse team of over 1,000 employees across 10 countries for the past 6 years. We dive deep into how Square achieved a staggering 300% increase in sales by removing intentional friction and delivering a top-notch experience in a complex ecosystem. We explore the power of human connection and its impact on customer loyalty, while gaining insights into managing a massive workforce.

Join us as we discuss:

What customer empathy means and why it’s important
Whether or not an internal tech team is advantageous
How Square’s remote transition has lead to a happier and more diverse workforce
How to successfully manage a team of more than 1,000 employees across 10 countries (tips and tricks)

More information about Naomi Wheeless and today’s topics: