Data Analysis and Service Recovery Philosophy with Lane Hart of Contentsquare | Episode 041

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

Lane Hart of Contentsquare brings to CS a no nonesense approach to ensuring the renewal via strong data analysis combined with a very human approach of customer engagement. He has taken lessons learned from his years in management consulting at IBM forward into a rocketship trajectory in CS at Heap - now Contentsquare.
Be sure to grab a pen and paper for this one as we talk about:

• Scaling the Heap CS team and starting a CS Ops function
• The importance of knowing what Data is available and how it all correlates to drive customer outcomes
• Advice: Don’t get stuck because the data is not perfect
• Use data in change management by ‘showing your work’ and telling a story of how you got there.
• Service recovery philosophy: So much of CS is gracefully falling on our sword - and owning up to that can lead to some incredibly real and human moments.
• Effective interventions on negative sentiment customers can turn these situations into extremely healthy relationships
• Contact-level data is so often in very poor shape, not just in formatting but also in whether that contact is still at the company or what role they have
• Implementing in-app prompts for new users for them to self-identify what role they play
• Using bounced emails to adjust customer contact data - flagging contacts that have left - then reaching out to company to get updated contacts via active users
• Surveys are annoying and you have to be very careful not to bombard people
• Standardizing metrics, both product and commercial, across departments and then putting them front and center in front of the whole company to drive alignment
• Tracking champions after they leave a company - they can be incredibly valuable CSQLs to land new accounts with minimal effort

Lane's LinkedIn: https://www.linkedin.com/in/lanehart/
Resources:

• Lenny's Podcast: https://www.lennyspodcast.com/
• Scaling People: https://amzn.to/3wDVfVH
• Nudge: https://amzn.to/3wDVfVH
• App: OmniFocus: https://www.omnigroup.com/omnifocus/

Shoutouts:

• Mike Molinet
• Mark Kosoglow
• Wes Gibson
• Todd Busler

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The Digital Customer Success Podcast is hosted by Alex Turkovic