Customer Delight at a Women-Centered Night
A new venue and the promise of learning to keep customers happy. This is perfect since I’m a Ryan Cohen superfan and his favorite thing: BEING OBSESSED WITH CUSTOMERS. Learning how to delight the customer and make them obsessed with your business. Sure worked on me. So, let’s learn how to be the belle of your own ball.
Why Attend: I love going to new venues, more than anything, and of course am trying to be a leader in so many ways lately. (Why I’m not writing as many blogs lately, too) - cause i’m hosting events and creating communities… writing books. I’m freakin’ full-fledged producing a billion things!! :)
Photo Collage and Commentary
Notes from the Event:
The most beautiful women in all of seattle - of course! Customer success hahaha. I bet we will take a pic at the end\
It’s always amazing to me I go to hundreds of events and so often know now one. This city… it makes nose senes. But this is a nice industry. I’m just inspired by Ryan Cohen being obsessed with customer delight and this event is all about customer success - so since I’m obsessed with Ryan Cohen, I’m obsessed with customer success.
Woah, but I did notice that of liek 30 women here, I’m the only one in a skirt/dress except two others. Only 10%. Hahah actually as I said that a woman in a dress walked by me, and stared at me - almost as if her telepathy was kicking in and she wanted me to coauthor So yet, its three out of 30 women wearing dresses. Or skirts.
Welcoming event.
I’ll take less intense notes than usual today. Lately I’m writing so many books and pushing myself to my limit ahead. I used to have less to type - bu things are going great and fun
This event is interesting (I’’m going to take a bit different style notes) cause I notice different things now.
Like, how they’ve got this (probably free venue) and two people from this vnue/company on the panel — funny how like two of the women look NOTHING like their image on the PPT versus sitting there.
but its smart to get a free venue in exchange for putting the business up on a stage. #synergy
These four women have 4 different roles. “These are all powerhouses.”
How is your organization structured and what does AI usage look like on your team today?
They said this company was recently acquired so they’re gonna turn everything from blue paint to orange paint. Lol. And some of hte people here are like”what!?”
I agree. the blue looks nice in here. But who knows. Orange may look good too.
They’re asking how we used AI -
Lately I’m trying to automate a lot - so I’m going to hear what they say
DISCOVERY WORK
GTM WORKFLOWS
CUSTOMER FACING AWARE TEAM - need to meet customer in their journey. Very different based on who you talk to, their AI maturity
Structure your workspace
Structure the context about each of your accounts
Smart
What to automate?
Build a stored database for everything in there
They’re saying their TAMs are attached to CSMs lol. Thats such business talk. Waht?
AI:
TAM = Technical Account Manager
CSM = Customer Success Manager
So each CSM—the person responsible for keeping customers happy, engaged, and renewing—has a technical specialist assigned to support their accounts.
In human language: “Our customer-relationship people each work with a dedicated technical person.”
This woman is super stressed. They have 7,000 facilities and she uses AI as her coach cause no one tells her waht to do. She said it’s super stressful. Writing emails to her worst customers.
Think and figure out where data can align with a demo and money for everyone and the outcomes expected
AI will give you time back so you will have a better relationship.
You must invest in learning. DO it, create cower projects. Use a personal manager. Build something you know whill teach you how to do the thing. Then you’re that much more confident to become a better partner. Is
The ceiling lights here flicker so much. Fix that before you paint…
Tehy’re saying to like go learn how to be a good prompter.
These chairs are not cozy. I’m so uncomfortable!
Theres no longer silos with international teams. Try to answer your own questions. Reduce noise.
She has agents reading emails and drafting responses. Forward looking agent to make sure things dont’ conflict. You can start to build things to start to outsource the calls you need to make. But honestly, it’s a new job all the time.
You’d hope this world turns into more holidays as AI does our work, but we can only hope.
I’m gonna judge you if you use AI with me, personally offended, if someone sends me a readout that clearly they dint even read. Take the time to edit. I have better things to do. That’s your job.
Slow down, you don’t need to be busier to be better.
"i need the drill, i need the drill" - no you need the hole (these businesspeople said it
I’m going to look up what this means
It’s a classic marketing idea:
Customers don’t actually want a drill—they want a hole.
Meaning: people think they’re buying a product, but they’re really buying the result the product creates.
So for Kelly Tutors:
Parents don’t inherently want “entrepreneurship tutoring.”
They want their child to become confident, capable, creative, articulate, and prepared for adulthood.
The drill is your tutoring program. The hole is the transformation in their kid.
And yes, the way they said “I need the drill, I need the drill—no, you need the hole” is hilariously aggressive business-person language for: stop selling the thing; sell what it does for people.
Hm. Okay. Ohhhh - I get it. Hahahah omg. This corporate meeting, huh?
Think about waht you want the future to look like and then build that.
What is your equivalent of boring “laundry at work”
one lady says emails?
After this, we broke into small groups and I had the absolute best time talking to a few women. One I’ve met many times and it turns out she likes me a lot which is always surprising and wonderful. Then another woman who worked in the news and politics in DC for many years and was the most fantastic woman I’ve talked to in months.
oh yeah, and at the end they had everyone take a group pic. hahahha. Knew it.
