Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. · 2024-06-25 · 50 min
Episode notes
Aaron Thompson (Chief Revenue Officer of SuccessCOACHING and Founder of Red Slacks ) has dedicated his professional life to helping companies and CS professionals. He and Alex delve into the importance of leveraging digital technologies and data to enhance customer experience, and explore the benefits of transitioning from high touch to tech touch interactions. Topics: 02:40 - The origin of the Red Slacks 07:44 - Aaron’s journey into customer success 12:28 - Importance of hospitality experience in CS 17:14 - Digital customer experience definition 19:33 - Leveraging data in digital strategies 26:50 - Rethinking the traditional QBR 34:37 - B2B learns from direct-to-consumer strategies 36:34 - Effective tools in digital CS 40:20 - The missing piece in customer success platforms Enjoy! I know I sure did... Aaron's LinkedIn: Red Slacks: SuccessCOACHING: Resources: - 4Rocks by Sean Albertson - Revenue Operations by Stephen Diorio and Chris Hummel Shoutouts: Simon Kriss: Percy Rose: Mickey Powell: +++++++++++++++++ This episode was edited by Lifetime Value Media , a media production company founded by my good friend and fellow CS veteran Dillon Young.