#105: Anna Baird - Head of culture & innovation customer success - Google

Anna Baird, Director of Cocoon Advisory Google, LinkedIn, CEB, Macquarie and PwC Never have people said 'that leader is too human for my liking' or 'that business was too helpful to me' Anna has always been rooted in customer experience work, whether it be the burgeoning era of CRM technology systems or true-data-driven-future product development...every part of her career has included three key elements: 1) aspiring to elevate a customer's journey, 2) leading with compassion (even when it really is hard to dig deep for that patience), and 3) trying to innovate at scale. If you are a manager or leader in the customer success (or now redefined as customer obsessed) space, empathy is at the core of every decision you take. Whether it be empathy for your team members as they launch, learn and iterate of the processes and approaches they use to solution big problems or whether it simply is just checking in and sending someone a message of support in a time like a global pandemic. Small efforts matter a lot, small acts of kindness in the community help fuel our economy. So think about the last great customer service experience you had or the last time someone really helped you in your everyday life. As leaders, let's find more ways to support our teams and our customers starting with championing openness. Open meetings with the roundtables of what's working and what's hard. Strive for open, honest and constructive customer satisfaction discussions. Use data to see the opportunities and qualify the sentiment with VOC. Use the most difficult words shared as your ground floor to improve from. #InspiringLeadership #leadership #CEOs #MotivationalSpeaker #teamcoach #Boards Hosted on Acast. See acast.com/privacy for more information.