digital programs

Find the full transcript for this episode and other resources for coaches at prosperouscoach.com/244.

Also mentioned:
Episode 243 about how to prevent refund requests 
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In my first year of helping coaches to build their coaching business, one of my clients asked for a full refund after I spent 6 months of private work with her. I was floored and had not seen this coming!

I found out later that she had asked for a full refund from her coaching training school as well and I knew that this was really about her needing money.

I had a phone conversation with her and told her that I couldn’t in good conscience refund her because I had already given her my time and her post program results were her responsibility — something I could not control. 

But she threatened to complain to Visa, Better Business Bureau and PayPal, so I gave her a full refund to remove those threats. 

I thought it was just as well that she wouldn’t be a coach. And, I felt compassion that her financial straits were such that she was searching for money.

I will never again give a full refund for time that I already spent one on one with a client unless my integrity is clear that I should.

• Rhonda Hess helps new coaches leverage their zone of genius into a profitable coaching niche and launch with confidence.
• For VIP step-by-step support apply for Rhonda's VIP Coaching Business Breakthrough Program here and she'll be in touch to invite you a discovery call.
• Or if you're stuck on your coaching niche, grab a Nail Your Niche Strategy Session with Rhonda here.

Join me in this episode as I'm talking to Angelika Marek, Digital Customer Success Manager at Bazaarvoice. We explore her journey from retail and marketing to digital customer success. Listen in as Angelica shares her experience in applying for a customer success role, and how she ended up taking on the challenge of becoming a Digital CSM. Discover the valuable skills she brings to her current role and the many hats she wears in the world of Digital Customer Success.

Together, Angelika and I examine the structure and practical steps for creating digital programs, discussing what digital customer success is and how it differs from traditional customer success. We also touch on the communication channels used in each model and the types of customers supported by each. We share some insights into research conducted by McKinsey regarding self-service expectations and whether digital success is still a niche or becoming mainstream.

Finally, we explore how customer success managers can save time and resources by implementing digital programs, such as new user training webinars and office hours. Learn from Angelica's recommendations on segmenting customers for office hours and leveraging technology and other teams to promote and run these programs. Tune in for valuable insights and advice on maximizing digital customer success programs and strategies for getting started in this exciting space.

Did You Know:

• Angelika grew up in Poland 🇵🇱 and moved to the UK 🇬🇧 for Uni 
• She holds a Marketing degree
• She's a very active member of the global Success Community

Episode chapters:

• (0:00:09) - Angelika's Career Journey
• (0:10:10) - Digital Customer Success Overview 
• (0:23:15) - Digital-Led Programs: Examples & Implementation 
• (0:31:41) - Evolution of Digital Success
• (0:40:41) - Getting Started with Digital Customer Success Strategy

Follow Angelika!

This episode is brought to you by Startdeliver. 

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About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:

Women in Customer Success

- Website - womenincs.co

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- Instagram: https://www.instagram.com/womenincs.co/

- Podcast page - womenincs.co/podcast

- Sign Up for PowerUp Tribe - womenincs.co/powerup

Host Marija Skobe-Pilley

- Website - https://www.marijaskobepilley.com/

- LinkedIn - https://www.linkedin.com/in/mspilley/

- Coaching with Marija: http://marijaskobepilley.com/programs

- Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie