Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051

The Digital CX Podcast

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Jenelle Friday of Forecastable and the Customer Success Collective’s “CS Leader of the Year” for 2023 is someone who is easily liked. She's hyper-in tune with what makes people tick, and is even the author of her own framework on emotional intelligence in customer success.

In this wonderful chat, we talk about:
00:00 - Caring for your customers
02:27 - Being Authentic in Customer Success
04:41 - A Journey to Customer Success and Emotional Intelligence
06:53 - The Importance of Being Human in Business Relationships
09:11 - Being True to Yourself in Business
11:19 - Acknowledging Fears and Embracing Imperfection
13:29 - Emotional Intelligence and Self-Awareness in Customer Success
15:37 - The Importance of Work in Relationships
17:42 - The Importance of Human Interaction
20:11 - Elevator Pitch for Digital Customer Success
22:25 - The Importance of Emotional Intelligence in Digital Communications
24:39 - Using Emotional Intelligence for Customer Engagement
26:47 - The Importance of Social Awareness in Decision-Making Process
29:06 - Cultural Differences in Customer Success
31:21 - Building a Customer Community
33:33 - Coordinating Communication Across Departments
35:42 - Understanding the Customer Perspective
38:01 - Living Boldly and Courageously
40:26 - Developing Soft Skills in Business
42:27 - Fostering Emotional Intelligence in the Workplace
44:51 - The Importance of Emotional Intelligence in Digital Customer Success
46:54 - Book Recommendations and Finding Normalcy
49:04 - Soft Skill Development and Giving Back to the Community

Enjoy! I know I sure did...
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This episode was edited by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more.
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Lifetime Value Media
Lifetime Value aims to serve the audio/video content production and editing needs.

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Capitoli

1. Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051 (00:00:00)

2. Emotional Intelligence in Customer Success (00:00:25)

3. Emotional Intelligence in Customer Success (00:05:20)

4. Emotional Intelligence Mapping Framework (00:13:09)

5. Digital Customer Success and Emotional Intelligence (00:22:39)

6. Building a Strong Customer Community (00:34:33)

7. The Importance of Emotional Intelligence (00:43:55)

8. Customer Segmentation in Digital Customer Success (00:48:23)