Who else also listens to TED Talks all the time? Customer Success is so much more than just Customer Success, it requires people skills, ability to learn and grow, and dedication. We have selected our top 5 TED Talks you should listen to before deciding on Customer Success. Even though at first those videos might not seem directly about Customer Success, they will motivate you to become more customer-oriented and to adopt Customer Success as part of your company’s culture.
1.The Power of Empathy
Empathy is probably one of the most crucial qualities for any Customer Success manager. It is the skill to see and understand others’ point of view, something which is extremely useful when dealing with customers.
In the video above, Dr. Riess, Associate Professor of Psychiatry at Harvard Medical School, talks about the fundamentals of empathy and how it helped doctors achieve better results with their patients. Take those principles and try to use them in your customer meetings or when talking to your employees or colleagues. After all, we can all use a bit more empathy and understanding in our lives!
2. What if customers become friends?
The author and consultant Steven van Belleghem asks:
“What would happen if we treat our customers the way we treat our friends?”
He gives the example of his dad who became best friends with a man, to whom he was a client. In addition, the presenter encourages us to ditch “loyalty” programs (which are basically just discount cards) and to consider how we would treat our best friend if they were to become our clients.
Van Belleghem emphasizes that the secret to loyalty is doing business from the heart, helping people, and always doing the right thing. This way, your customers will come back again and again, just like a friend.
3. Employees first, customers second
In this TED talk, Vineet Nayar, a former CEO of HCL Technologies, an IT services company, ponders why employees feel good about voluntarily going to church on a Sunday, but dread going to work on Monday. He further explains that churches have a vision and purpose for their members, while companies, unfortunately, often don’t.
This is why companies should hire employees who share their vision and give them the inspiration and support to achieve it. Nayar finally says:
“Employee-first is the leap of faith that every employee deserves from every single manager in the world!”
4. Closing the loop on feedback
M. Daniel Suwyn, a partner at WorkplaceDynamics, says that companies need to rethink how they do employee feedback.
Instead of performance reviews on an annual basis where managers tell their employees that they need to do their jobs better, they should be asking employees what they think they should improve. In addition, feedback needs to be constant and dynamic, not just something you do once a year.
5. How to use others’ feedback to learn and grow
Knowing your customers and what they need and want is crucial! Asking them for feedback is the first step, but then what?
Sheila Heen, the founder of Triad Consulting Group and a lecturer at Harvard Law School, explains why, if you want to improve learning in your company, you should figure out not only how to ask for feedback, but how to receive it as well. Because after all, even off-base or poorly delivered feedback can be used to fuel growth!