The Customer Success Playbook

Kevin Metzger and Roman Trebon

Episodes

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Apr 28, 2025 • 8min

Customer Success Playbook S3 E49 - Joe Di Grande - Tech Touch

Send us a textReady to rethink your approach to customer success without draining your budget? In this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with Joe Di Grande, founder of Joe DE's Tech Touch, to demystify tech touch strategies. Joe shares practical methods for building a tech touch framework even when your data is scattered and your budget is tight. You'll discover how understanding your goals, auditing your current data, and leveraging freemium tools can set the foundation for scalable and impactful customer success initiatives.Detailed Analysis: Joe Di Grande dives into the evolution of "tech touch" — from a basic method of handling long-tail customer segments to a full-fledged strategic pillar within modern customer success playbooks. He emphasizes that success doesn't start with the fanciest tools but with a clear understanding of your goals and the data you already have. Joe cleverly outlines how even spreadsheet-based strategies can kick off a winning initiative if you keep your eyes on key lifecycle markers like contract dates.Resourcefulness takes center stage as Joe highlights a roster of budget-friendly tools — including Zapier, Apollo.io, and Tango.io — that can empower even the scrappiest startups to automate engagement and education touchpoints. By focusing first on aligning data and customer lifecycle stages, organizations can set up low-cost experiments that yield big insights and pave the way for future investment in tech success platforms.Whether you're a startup looking to stretch every dollar or an enterprise recalibrating your customer success operations, this conversation offers a refreshing, grounded take on scaling smartly. Joe's energy and real-world examples make this a can't-miss episode for anyone seeking to modernize their customer success playbook with tech touch strategies.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.
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Apr 25, 2025 • 13min

Customer Success Playbook S3 E48 - Mary Schmid - AI, Empathy and the Future!

Send us a textIn the final chapter of a compelling three-part series on the Customer Success Playbook, hosts Kevin Metzger and Roman Trebon sit down once more with communication strategist Mary Schmid to explore whether artificial intelligence can play a meaningful role in building trust. With AI Fridays in full swing, the conversation veers into uncharted territory: can AI actually help us become better listeners, or are we outsourcing our empathy to machines?Detailed Analysis: AI in customer success is no longer theoretical; it's operational. From onboarding workflows to meeting recaps, AI is here to streamline. But the question Mary Schmid challenges us with is not can AI help, but how and where should it be used? With characteristic wit and wisdom, she makes it clear: AI can emulate empathy, but it can't feel it. The result? AI may simulate care, but it can’t substitute human connection.The group reflects on how AI, while useful for efficiency and summarization, may inadvertently encourage disengagement. Roman candidly shares how AI-generated transcripts have made him a lazier listener—a relatable confession for many knowledge workers navigating tech overload. Mary counters with a powerful reminder: presence is a choice. No matter how smart your tools, nothing replaces being fully in the conversation.This episode offers a practical and philosophical blueprint for integrating AI responsibly. Use it for insights, yes. Use it for speed, definitely. But never let it replace your human instinct to connect. Mary leaves us with a challenge: show up with your eyes, ears, and heart—because no algorithm can replicate that.Bonus treat: Mary created a downloadable resource exclusively for Customer Success Playbook listeners. Grab it at maryschmid.com/csb — it includes free resources and even complimentary access to her book.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.
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Apr 23, 2025 • 12min

Customer Success Playbook Podcast S3 E47 - Mary Schmid - When Empathy Tunes in Trust Turns On!

Send us a textStrap in for another riveting episode of the Customer Success Playbook, where empathy isn’t just a buzzword—it’s a business advantage. Hosts Kevin Metzger and Roman Trebon are once again joined by communication maven Mary Schmid, who unpacks the neurological power of empathy and its pivotal role in client trust and loyalty. From the depth of scuba diving to the magic of emotional connection, Mary shares how listening with genuine curiosity can shift even the most transactional relationships into long-term partnerships.Detailed Analysis: In this Wednesday "One Big Question" edition, the trio explores how empathy drives client loyalty, especially in high-stakes sectors like finance. Mary challenges the misconception that empathy is about agreement, reframing it instead as a courageous act of understanding. Through her neuroscience-informed approach, she explains how empathy fosters psychological safety, laying the groundwork for trust.The conversation ventures into practical insights for customer success professionals: the importance of leading with emotional curiosity, the discipline of "listening to connect," and how to gracefully introduce differing perspectives once mutual understanding is established. Mary introduces a powerful sequence: empathy first, connection second, and then collaboration. The episode highlights that curiosity and compassion aren’t liabilities—they are strategic tools.Also discussed: how leaders can break free from monologue mode by shifting into learner mode, and how to handle moments when your perspective diverges from the client’s. Spoiler: it involves asking permission to share, not bulldozing your view across the conversation table.Roman humorously pitches Mary for a bigger stage beyond customer success, and honestly, we agree.The bottom line? Connection comes before correction. Action comes after understanding.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.
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Apr 21, 2025 • 10min

Customer Success Playbook S3 E46 - Mary Schmid - Listen To Connect not Correct

Send us a text In this high-impact episode of the Customer Success Playbook, hosts Kevin Metzger and Roman Trebon welcome Mary Schmid, MBA, a communication and leadership expert with a passion for rewiring how we listen. Mary reveals how to shift from surface-level exchanges to trust-building dialogues by embracing her "Conversational Edge" framework. Rather than defaulting to advice-giving, Mary urges professionals to pause and lean into connection-first listening. With a foundation in neuroscience, she explains how we unconsciously drop out of conversations every 12 to 18 seconds—and how to stay tuned in. If you think you’re a good listener, this episode might surprise you.Detailed Analysis: This episode flips the script on what it means to be a "trusted advisor." Mary Schmid argues that client relationships are often eroded by a focus on proving expertise instead of demonstrating care. Using brain science as a guide, she introduces the idea that effective listening triggers the brain’s trust response. Listeners are walked through a conversational sequence that begins with understanding the situation, moves into exploring the client’s thoughts and emotions, and culminates in assessing the impact. The goal? Helping clients feel heard, not herded.Mary deftly explains how traditional expertise-driven dialogue creates power imbalances, pushing clients into defensive, disengaged states. In contrast, her approach taps into the oxytocin-powered trust circuit by creating psychological safety. The episode offers practical examples and humorous insights—including Kevin getting called out for zoning out every few seconds (we’re looking at you, Kevin).For business leaders and customer success professionals, Mary provides a vital reminder: real influence stems from emotional connection, not intellectual superiority. When you guide a client into collaborative discovery, rather than corner them with solutions, you spark engagement and build lasting loyalty.Her parting wisdom? Respect begins with listening to connect, not correct.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.
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Apr 18, 2025 • 10min

Customer Success Playbook S3 E45 - Cairo Marsh - AI and Empathy: Can Technology Truly Understand Your Customer?

Send us a textIn this forward-looking Friday edition of the Customer Success Playbook, Cairo Marsh returns to round out his trilogy of episodes with a critical discussion: can artificial intelligence enhance empathy in customer experience, or does it risk eliminating the human touch? Cairo, Roman, and Kevin dive into the real-world uses of AI in sentiment analysis, automation, and service design, exploring when and how AI tools can be customer-centric rather than just cost-centric. From call centers to cultural nuance, this conversation balances optimism with realism.Detailed Analysis: The final installment in Cairo Marsh's series on the Customer Success Playbook podcast explores the intersection of artificial intelligence and empathetic customer experience. While AI is often championed for its efficiency and cost-saving potential, Cairo is quick to caution that most implementations prioritize business needs over customer value—a misalignment that risks undermining trust.He argues that true empathy-driven AI must empower the customer, not just the brand. The conversation unpacks this idea with practical examples: AI as a helpful tool for low-value, transactional queries ("Did my payment clear?") versus high-emotion, high-stakes moments ("I’ve been in a car accident"), where human connection is irreplaceable. The team discusses the strategic importance of context in deciding where AI belongs.But the episode doesn't stop at critique. Kevin and Roman offer ideas on human-AI collaboration—pairing agents with AI copilots to enhance real-time service without sacrificing warmth. Cairo reinforces that the real opportunity lies in using AI to support customers on their terms, not as a substitute for authentic engagement.In a surprisingly touching moment, Cairo shares a story from a bank in Taiwan, illustrating that sometimes, the most valuable service is simply human presence. As businesses embrace automation, remembering our innate desire for connection may be the key to designing AI with empathy.This episode challenges us to ask: Is your AI working for you, or for your customers?Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.
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Apr 16, 2025 • 12min

Customer Success Playbook S3 E44 - Cairo Marsh - Building Cross-Cultural Customer Connections That Stick

Send us a textIn this midweek edition of the Customer Success Playbook, Cairo Marsh returns to the mic to explore the layered world of empathetic marketing across cultures. From the Bronx to Tokyo, Cairo's lived experience adds a global lens to his practical insights on designing connection-first marketing strategies. He unpacks how empathy drives retention, not just acquisition, and reveals a three-tiered framework for building brand relationships based on product, brand identity, and social capital.Detailed Analysis: Cairo Marsh is back for part two, and the conversation dives even deeper. What begins as a lighthearted exchange about food adventures in Tokyo quickly transforms into a tactical discussion on what it means to build marketing strategies that resonate across diverse cultural contexts.The heart of this episode lies in Cairo’s model of connection:Functional (product value)Emotional (brand resonance)Social (status or identity alignment)By structuring messaging and experiences around these layers, brands can meet customers where they are—geographically and emotionally. Cairo shares how this model works globally, with examples from his own bi-continental agency experience.But Cairo doesn’t stop at strategy. He addresses the million-dollar question: how do you measure the impact of empathy? His answer is both practical and powerful: combine transactional data with perceptual insights to understand not just what customers do, but why they do it. That "why," he argues, is the leading indicator of business success.Crucially, the episode draws a bridge between marketing and customer success. Cairo emphasizes that empathy shouldn’t end at conversion. It's the glue that holds the entire post-sale journey together—retention, loyalty, and advocacy all benefit when brands treat customers like humans, not just metrics.This conversation is a masterclass in global customer connection and a blueprint for embedding empathy across every phase of the customer journey. It’s also a prelude to the next episode, where Cairo returns to unpack how AI fits into the empathy equation.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.
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Apr 14, 2025 • 8min

Customer Success Playbook S3 E43 - Cairo Marsh - Empathy is the New ROI

Send us a textThis episode of the Customer Success Playbook welcomes Cairo Marsh, Founder and Executive Partner of Relative, for a thought-provoking conversation on empathy-led marketing. Cairo shares his top tip for organizations seeking to harness empathy as a competitive advantage: focus on value at every touchpoint. From Patagonia's purpose-driven branding to the basics of transactional incentives, Cairo offers real-world examples of brands that resonate by placing customer needs front and center. It's not just marketing—it's relationship building at scale.Detailed Analysis: In this crisp yet powerful episode, Cairo Marsh challenges traditional marketing mindsets by reframing empathy as a strategic asset rather than a soft skill. He lays out a pragmatic approach to empathetic marketing that begins with a deceptively simple question: "What does your audience need right now?" It's not about gimmicks or grand gestures but about delivering meaningful value at every interaction.Using brands like Patagonia as a compass, Cairo underscores how value can transcend the transactional. Patagonia's commitment to sustainability offers customers purpose beyond product—a model for values-driven engagement that earns loyalty. On the flip side, Cairo doesn’t shy away from acknowledging that even simple sweepstakes or incentives can serve as valid forms of value, as long as they're designed with the customer's benefit in mind.The conversation also touches on the psychological shift needed within companies. Empathy isn't a campaign—it's a culture. And it begins with a genuine interest in your customer’s world. Cairo likens this to personal relationships, where curiosity and attentiveness build trust. Businesses should behave less like sociopaths (his words, not ours) and more like thoughtful partners.Whether you're building a brand or fine-tuning your customer journey, this episode is a potent reminder: empathy scales. It informs marketing, strengthens loyalty, and enhances every element of the customer success playbook.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.
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Apr 11, 2025 • 9min

Customer Success Playbook Podcast S3 E42 - Shep Hyken - AI, Fear, and Friction

Send us a textIn the final episode of this powerful three-part series, the Customer Success Playbook Podcast welcomes back Shep Hyken for a forward-looking discussion on AI's role in customer experience. From customer trust and chatbot misfires to the fear of messing up (FOMU), Shep breaks down the opportunities and pitfalls of artificial intelligence in service.Detailed Analysis: Kevin Metzger and Roman Trebon wrap up the Shep Hyken trilogy with a candid conversation on how AI is both transforming and challenging the customer service landscape. While 68% of customers still prefer phone support, Shep’s latest research reveals a promising shift: 50% of consumers have successfully resolved issues with AI-driven support. But there's a catch—another 50% report being misled by AI.That duality sets the stage for Shep’s deeper message: AI must offer convenience without creating confusion. The brands that win will be those who design seamless handoffs to humans when bots fall short, and those who tailor support channels based on customer demographics. Shep emphasizes that CX isn't about chasing tech trends—it's about knowing your customer and building trust at every touchpoint.He introduces a key fear hindering AI adoption: not FOMO (fear of missing out), but FOMU—fear of messing up. Many organizations hesitate to modernize due to sunk costs in legacy tech or risk aversion among leadership. But as Shep points out, the true risk is falling behind the expectations set by the best experiences customers have had—regardless of industry.As a bonus, Shep shares where to find his expansive research, including his 2025 State of Customer Service and CX report, freely available at https://hyken.com/research/.This episode is essential for any business leader looking to leverage AI wisely and responsibly in the age of customer experience.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.
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Apr 9, 2025 • 12min

Customer Success Playbook Podcast S3 E41 - Shep Hyken - The Hidden ROI of Convenience

Send us a textIn this value-packed episode of the Customer Success Playbook podcast, Shep Hyken returns for Part 2 of our three-part series to address the billion-dollar question: How do companies balance price sensitivity with the growing demand for exceptional customer experiences? From mentalism to magic moments, Shep draws surprising parallels between sleight-of-hand and customer loyalty while unpacking game-changing insights from his CX research.Detailed Analysis: Kevin Metzger and Roman Trebon dive deep with customer service guru Shep Hyken, and this time it's all about one powerful word: convenience. Drawing from his acclaimed book The Convenience Revolution and the 2025 State of Customer Service and CX report, Shep lays out how brands can make price less relevant by making the customer experience more effortless. And no, that doesn't mean grand gestures—it means smart, consistent, and friction-free experiences.Key insight? A whopping 59% of consumers are willing to pay more for a better experience, but especially for one that's more convenient. Case in point: Shep shares a brilliant Wall Street Journal case study showing how simplifying subscription forms led to a measurable increase in conversions. The takeaway? Every unnecessary field is a friction point that erodes revenue.Shep also explores how the pandemic accelerated customer expectations for convenience—a trend that is here to stay. He uses real-life examples, including Amazon and even a local car dealership in St. Louis, to prove that making things easy builds loyalty that price alone can't buy.And if you thought this was all business, think again. Shep opens the episode with a personal twist—his love for guitar, magic, and Ayn Rand's The Fountainhead, weaving them seamlessly into his customer service philosophy.Don't miss this episode if you're in customer success, support, or CX leadership. For more context and deeper insights, explore Shep's full CX research at https://hyken.com/research/.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.
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Apr 7, 2025 • 8min

Customer Success Playbook S3 E40 - Shep Hyken - Why "Fine" is a Four-Letter Word in Customer Experience

Send us a textGet ready for a masterclass in customer service strategy with the legendary Shep Hyken. In this milestone episode of the Customer Success Playbook podcast, Shep breaks down key takeaways from his newly released "2025 State of Customer Service and CX" report. Discover why being merely "fine" won't cut it anymore, how consistency trumps heroics, and the one word that defines customer loyalty.Detailed Analysis: In this lively and enlightening conversation, Kevin Metzger and Roman Trebon sit down with renowned speaker and author Shep Hyken to unpack the shifting expectations shaping the future of customer service. Shep's insights challenge the outdated belief that "satisfactory" is good enough. Spoiler alert: it's not. According to his report, 27% of customers say they'll start looking elsewhere if a company only delivers a satisfactory experience. In his words, "Fine is the F-bomb of customer experience."But what does it take to rise above "fine"? Shep doesn’t just point to grand gestures; instead, he emphasizes the power of small, consistent actions. Whether it’s using a customer’s name or always being helpful and approachable, it’s about showing up reliably and slightly exceeding expectations. Shep shares how legendary brands like Ritz-Carlton win not by going over the top, but by being just 10% better than average—consistently. That 3.3 on a 5-point scale? That’s where magic lives.This episode is packed with actionable gems for anyone in customer success, support, or CX leadership. If you're looking to fine-tune your 2025 customer strategy, Shep delivers the roadmap with charm, clarity, and a touch of humor.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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