• Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051

  • May 7 2024
  • Duración: 55 m
  • Podcast

Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051  Por  arte de portada

Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051

  • Resumen

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    Jenelle Friday of Forecastable and the Customer Success Collective’s “CS Leader of the Year” for 2023 is someone who is easily liked. She's hyper-in tune with what makes people tick, and is even the author of her own framework on emotional intelligence in customer success.

    In this wonderful chat, we talk about:
    00:00 - Caring for your customers
    02:27 - Being Authentic in Customer Success
    04:41 - A Journey to Customer Success and Emotional Intelligence
    06:53 - The Importance of Being Human in Business Relationships
    09:11 - Being True to Yourself in Business
    11:19 - Acknowledging Fears and Embracing Imperfection
    13:29 - Emotional Intelligence and Self-Awareness in Customer Success
    15:37 - The Importance of Work in Relationships
    17:42 - The Importance of Human Interaction
    20:11 - Elevator Pitch for Digital Customer Success
    22:25 - The Importance of Emotional Intelligence in Digital Communications
    24:39 - Using Emotional Intelligence for Customer Engagement
    26:47 - The Importance of Social Awareness in Decision-Making Process
    29:06 - Cultural Differences in Customer Success
    31:21 - Building a Customer Community
    33:33 - Coordinating Communication Across Departments
    35:42 - Understanding the Customer Perspective
    38:01 - Living Boldly and Courageously
    40:26 - Developing Soft Skills in Business
    42:27 - Fostering Emotional Intelligence in the Workplace
    44:51 - The Importance of Emotional Intelligence in Digital Customer Success
    46:54 - Book Recommendations and Finding Normalcy
    49:04 - Soft Skill Development and Giving Back to the Community

    Enjoy! I know I sure did...

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    This episode was edited by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more.

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    Lifetime Value Media
    Lifetime Value aims to serve the audio/video content production and editing needs.

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    The Digital Customer Success Podcast is hosted by Alex Turkovic

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