Applying Common Sense to Digital Customer Experience with Rob Zambito of Success Scaled | Episode 045
Rob Zambito
Success Scaled
Invariably, when you speak to someone in CS about Rob Zambito, the first comment that almost always comes back is, "He's a good guy". ...and I couldn't agree more.
I wouldn't say that I've known Rob for a very long - but the time we've spent both on Zoom and in-person has always been extremely high-quality, funny, impactful, personal and full of great questions.
This is the same approach Rob takes with all of his clients at Success Scaled, where he advises seed to B-series companies on CS strategies. He asks A LOT of questions and puts together a good picture of current-state before digging into solutioning.
This is also what makes him a phenomenal guest for this episode of the show because he has seen A LOT of stuff work - and a lot of stuff not work!
In this episode, we talk about:
- How his background in ‘consumer psychology’ has helped him in his CS ventures
- The parallels between the hospitality/service industry and being a CSM
- Using the ‘lunch break test’ to help identify what should and can be automated
- CS teams, if structured correctly can and should be catch-all
- CSMs should know about any interaction their customers have with the company - tickets, ideas submissions, community events, course completions, etc.
- Part of the digital remit should be focused on providing CSMs with easy access to customer data & telemetry for use in engaging their accounts
- Onboarding is an amazing first place to focus on digitizing as it is the most formative stage of the journey
- Rob’s approach to providing guidance and feedback to his clients in a productive manner
- Successful onboarding will have customers ready to expand immediately
- Approach your daily routine from the standpoint of scaling and making your everyday more efficient
- Don’t wait for leadership to design your own efficiencies as an IC
- Setting aside an hour per day to hone in on work that is meaningful to you
- Incorporate celebration into your digital flows
- Leveraging user data to really figure out the opportunities that exist within a customer
- Set the right expectations early when implementing digital motions
- Don’t build a community until it starts to build itself. Communities can swing wildly between ‘crickets’ and ‘group think’, so building them must be done so cautiously
Podcasts:
Shoutouts: