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

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...