Short Form Content & Human Language in Digital Customer Success with Anika Zubair of Griffin | Episode 034

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Today's Guest Anika Zubair is a CS household name and award winning customer success leader who is constantly providing insanely valuable content to the community. She has led and scaled many functions throughout her career and is currently Head of Customer Success at Griffin.
There are so many valuable nuggets of information to pull away from our conversation in this episode including:

• Leveraging technology to meet our customers where they are with what they need
• Covid normalized digital engagement
• The resurgence of QR codes
• Transitioning from full-time gig to consulting and back
• The difficulty of the current job market
• Using ‘CS Trailers’ to solve for customer engagement via short form, TikTok style video and how this style aligns with how people are consuming content today
• Combining short videos (max 90 seconds) with analytics and strong call to actions can lead to strong customer engagement
• Practical example of a short onboarding flow
• Things like 'Spotify Wrapped' are HARD to get to but so effective if you do
• Celebrating customer wins and demonstrating value digitally
• It’s ok as B2B to communicate like B2C - we are all just human

Anika's LinkedIn: https://www.linkedin.com/in/anikazubair/
Apps:

• Cast.app - Virtual Digital CSM
• Bagel - Tie product features to revenue opportunities and customer feedback

Content:

• This is Growth Podcast
• Revenue Today Podcast
• CS Office Hours

Shoutouts:

• Dan Ennis
• Jay Nathan
• Jeff Breunsbach

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The Digital Customer Success Podcast is hosted by Alex Turkovic