Customer Success

5 Ted Talks that Will Make You Rethink Your Customer Success Strategy

5-Ted-Talks-that-Will-Make You-Rethink-Your-Customer-Success-Strategy

In today’s customer-centric time, we shouldn’t miss a single opportunity to listen, learn and evolve, thanks to the most successful people out there. And what better way there is to learn from the best, than by listening to some great TED Talks?

Here are 5 TED Talks I watched and loved, that really made me think, and hopefully will do the same to you.

These talks focus on everything that’s important to up your customer success game – from skills and learning to people management and growth.

Daniel Levitin: How to Stay Calm When You Know You'll Be Stressed

This applies to every manager, but especially managers who work with people who work with people. In this talk, Neuroscientist Daniel Levitin explores ways in which we can be proactive in decision-making when we’re under stressful and overwhelming situations – something that’s very common in the highly competitive SaaS industry.

He mentions the importance of recognizing that under stress, we are not at our best, and things could go wrong. He recommends thinking about situations like this and then plan ahead. We need to ask ourselves questions about situations under which we will not function at 100%, and explore ways for us to still move the needle ahead of time.

Tom Wujec: Got a Wicked Problem?  First, Tell Me How You Make Toast

In customer success, there’s hardly a single day that goes by without encountering a problem we don’t know how to solve straight away. And our customers always want problems solved RIGHT AWAY.

According to Tom Wujec, a good way to reveal how we (or our team members) handle difficult problems is to draw the process in which we make toast. In this TED Talk, he explains this exercise (focusing on breaking processes to small items and then bringing them back together,) and shares some surprising insights from watching thousands of people draw toast.

Vineet Nayar: Employees First, Customers Second

Wait, what?!

In this talk, Nayar, former CEO of IT company HCL Technologies, reminds us of the importance of hiring employees who share our vision, while supporting and inspiring them to achieve this vision.

He thinks about how people feel good about attending church on Sunday but hate going to work on Monday and comes to the inevitable conclusion – purpose.

We always say how employees are our best customers but do we really mean it? We need to pursue and follow this saying and give our employees a sense of purpose to turn them into an integral part of the company’s mission.

Dr. Helen Riess: The Power of Empathy

You can’t really be a great customer success manager without having a load of empathy. This is an integral part of working with people and help them make the most out of your product.

Dr. Riess, Associate Professor of Psychiatry at Harvard Medical School, ponders on the fundamentals of empathy in the medical industry, and how doctors who embrace these fundamentals better helped their patients.

Even though this talk focuses on medicine, it can easily be applied to the SaaS industry. Empathy is required when working with long-term customers, and can help foster relationships and increase loyalty and then retention-rate.

Daniel Suwyn: Closing the Loop on Feedback

We are taught that constructive feedback is critical for individual and group success. But what if the data clearly shows otherwise? In this TEDx Talk, Suwyn, a partner at WorkplaceDynamics and an award-winning journalist, presents how 90% of all feedback has none or negative impact on performance.

This means companies need to rethink how they handle employee feedback. He suggests that instead of commencing an annual review where managers tell their employees what they need to do better, they should be asking employees to tell them how they should work better. Feedback needs to go both ways, an also be more constant and dynamic.

Originally posted on April 25, 2019

Nicole Green
Written by Nicole Green

Editor and lead writer of It's All About the People blog and a Learning and Development adviser to LetzNav

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