Applying Common Sense to Digital Customer Experience with Rob Zambito of Success Scaled | Episode 045

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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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

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Kapitel

1. Applying Common Sense to Digital Customer Experience with Rob Zambito of Success Scaled | Episode 045 (00:00:00)

2. Digital Customer Success Podcast Episode 45 (00:01:14)

3. Digital Transformation in Customer Success (00:15:17)

4. Importance of Onboarding in Customer Success (00:23:51)

5. Efficiency and Automation in Customer Success (00:33:11)

6. Lessons Learned From Email Automation (00:38:46)

7. Building Digital Communities and Sales Skills (00:44:56)