Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps:

Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com
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Leave a comment on that same post about what aspect of CS Festival you're most looking forward to or any questions comments you might have about the event.

Today's Guest Anika Zubair is a CS household name and award winning customer success leader who is constantly providing insanely valuable content to the community. She has led and scaled many functions throughout her career and is currently Head of Customer Success at Griffin.

There are so many valuable nuggets of information to pull away from our conversation in this episode including:

Leveraging technology to meet our customers where they are with what they need
Covid normalized digital engagement
The resurgence of QR codes
Transitioning from full-time gig to consulting and back
The difficulty of the current job market
Using ‘CS Trailers’ to solve for customer engagement via short form, TikTok style video and how this style aligns with how people are consuming content today
Combining short videos (max 90 seconds) with analytics and strong call to actions can lead to strong customer engagement
Practical example of a short onboarding flow
Things like 'Spotify Wrapped' are HARD to get to but so effective if you do
Celebrating customer wins and demonstrating value digitally
It’s ok as B2B to communicate like B2C - we are all just human

Anika's LinkedIn: https://www.linkedin.com/in/anikazubair/

Apps:

Cast.app - Virtual Digital CSM
Bagel - Tie product features to revenue opportunities and customer feedback

Content:

Shoutouts:

Dan Ennis
Jay Nathan
Jeff Breunsbach

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The Digital Customer Success Podcast is hosted by Alex Turkovic

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

Bonus Episode: Lindsay Nicholson's Crisis Comforts