What does digital CS mean nowadays?

Kristi and Stino dispel the myth that digital CS means...just send more emails.

⏱️ Timestamps:

00:00:00 - Intro

00:01:20 - Digital CS and playbook fatigue

00:04:42 - Why self-service feels like a chore

00:07:34 - Diagnosing drop-offs in the funnel

00:10:50 - Asking customers what they want

00:12:00 - Attention spans and short-form wins

00:14:13 - Celebrating small customer milestones

00:15:31 - When data isn't delivering outcomes

00:17:09 - Using AI to analyze anonymized data

00:19:47 - Prompt crafting for actionable insights

00:21:26 - Knowing when to walk away from Chatty

📺 Lifetime Value: Your Destination for GTM content

https://www.lifetimevaluemedia.com

💁‍♀️💁‍♂️ Connect with the hosts:

Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/

Kristi's website: https://www.kristifaltorusso.com/

Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Key topics: digital customer success, email marketing, customer service

When total and complete automation is within reach, do you let it take over?

Kristi and Stino share their thoughts on what makes customer success...customer success.

⏱️ Timestamps:

00:00:00 - Botox and burnout in CS

00:03:24 - Personalization vs. product-led growth

00:04:03 - Losing the human touch in PLG

00:06:07 - Segmentation and scalable white glove

00:07:37 - Using product data for personalization

00:09:07 - Internal workflows vs. customer behavior

00:10:47 - Low-budget ways to personalize onboarding

00:11:46 - Collaborating with customers on design

00:12:42 - Scaling support without losing CSAT

00:14:12 - Categorizing tickets to find the root cause

00:17:05 - AI and documentation to reduce burnout

00:20:23 - Socializing support data with leadership

📺 Lifetime Value: Your Destination for GTM content

https://www.lifetimevaluemedia.com

💁‍♀️💁‍♂️ Connect with the hosts:

Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/

Kristi's website: https://www.kristifaltorusso.com/

Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Key topics: artificial intelligence, personalization, customer support

Presenting your best self isn't just about the way you dress, talk, or carry yourself anymore.

Kristi and Stino share their tips on cultivating the best version of your personal brand online.

Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe

⏱️ Timestamps:

00:00:03 - Intro

00:02:44 - The shift from company-first to personal-first

00:06:27 - The power of sharing failures and lessons

00:10:26 - The importance of knowing your why

00:16:07 - Confidence, authenticity, and staying real

00:20:16 - Handling criticism and staying resilient

00:22:11 - Optimizing your LinkedIn profile for impact

00:28:37 - The underestimated power of commenting

00:32:42 - Aligning content with your personal goals

00:34:01 - Stretchy pants

📺 Lifetime Value: Your Destination for GTM content

https://www.lifetimevaluemedia.com

💁‍♀️💁‍♂️ Connect with the hosts:

Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/

Kristi's website: https://www.kristifaltorusso.com/

Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Key topics: personal branding, career tips, social media, content creation

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