Putting Humanity Back Into Digital Customer Success with Jon Johnson of UserTesting | Episode 029
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Jon Johnson is an incredible human. You've likely heard of him as part of the Unchurned BS & CS podcast series in which he shares some of his incredible background and upbringing on a recent episode.
Not only is Jon an incredible CS leader, he is also a fantastic musician and writer, which are both topics we discuss as part of our conversation.
I had the pleasure of spending this hour+ with Jon a few weeks ago where we begin by talking about music. I present Jon with a quick game of 'this or that' album. After that, it was time to get down to business discussing a variety of amazing topics:
- The interplay between human & digital
- How digital is the empowerment of a CSM and the customer journey
- Segmentation by behavior & usage based personas
- The loss of humanity in Digital
- Digital makes up the 80%, but the 20% human engagement is what makes a digital motion successful
- Using the time that you have with your customers effectively and maximizing for building rapport and relationships
- Workplace trauma, mental health, emotional intelligence in leadership and building REAL relationships in business
- How a one-size-fits-all approach cannot fit all customers
- Your digital program can be 1:1. “Personalization with a Purpose”
- Jon's tactical approach to building a digital engagement strategy
Enjoy! I know I sure did...
Jon's LinkedIn: https://www.linkedin.com/in/jonwilliamjohnson/
Measure Over Method Newsletter: https://measureovermethod.com/
Wild Coast (Jon's Band): https://open.spotify.com/artist/17TwPEUjOWx4BESKVsqrPK
Unchurned Podcast: https://blog.update.ai/blog/category/unchurned-podcast/
Resources:
- Principles by Ray Dalio: https://amzn.to/3Ncg2Fo
Shoutouts:
- Jon's CS Team at Pendo
- Erica Akroyd: https://www.linkedin.com/in/esakroyd/
- McKenna Claffey: https://www.linkedin.com/in/mckenna-claffey/
- Katie Latta: https://www.linkedin.com/in/katielatta/
- Samantha Walker:
Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!
Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!
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The Digital Customer Success Podcast is hosted by Alex Turkovic
Capítulos
1. Putting Humanity Back Into Digital Customer Success with Jon Johnson of UserTesting | Episode 029 (00:00:00)
2. Digital Customer Success With John Johnson (00:00:39)
3. Music Album Preferences and Memories (00:04:54)
4. Digital and Human Customer Success Exploration (00:21:09)
5. Balancing Digital and Human Customer Experiences (00:31:09)
6. The Importance of Customer Relationship Building (00:40:02)
7. Mental Health Challenges in Workplace (00:46:04)
8. Digital Engagement and Personalization Strategies (00:55:44)
9. Learning Beyond Customer Success and Star Trek (01:04:10)
69 episódios