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.

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

Rob's LinkedIn
Podcasts:

• 30 Minutes to President's Club

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

Capitole

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 (00:00:38)

3. Digital Transformation in Customer Success (00:17:01)

4. Importance of Onboarding in Customer Success (00:25:35)

5. Efficiency and Automation in Customer Success (00:34:55)

6. Lessons Learned From Email Automation (00:40:30)

7. Building Digital Communities and Sales Skills (00:46:40)