The daily standup with lifetime value podcast. Episode 151 with special guest CEO Richard Blank..pdf

The daily standup with lifetime value podcast. Episode 151 with special guest CEO Richard Blank. Your destination for Customer Success and Post-Sales content.Lifetime Value: The Customer Success Channel Episode 151: Amidst an AI surge, Richard Blank believes in language more than ever. Timestamps: 00:00:00 - Intro 00:01:02 - Richard Blank: Journey from Northeast Philly to Costa Rica 00:02:14 - Gamification and creating a fun work culture 00:04:45 - Proactive vs. reactive: The call center approach 00:05:38 - Why Costa Rica? The appeal of a nearshore BPO 00:06:00 - Language, cultural nuances, and the home run close 00:07:05 - The irreplaceable human touch in customer support 00:10:55 - Speech craft: The art and strategy of communication 00:12:42 - Wrapping up: Time to make this a series! Creating a Positive Work Culture But Richard, you know what we do here? We ask one single question of every single one of our guests, and that is what is on your mind? When it comes to customer success, you might want to modify that a little bit to sit inside your wheelhouse. But what is that for you, Richard? Well, for me, I need to set the agents straight. I believe in a gamification culture, so I have a happy medium of pinball machines, Pac-Man, and air hockey. So at least when you're bonding, you're relaxing, letting off steam, and recharging batteries, you're not throwing swords on people on the phone. https://youtu.be/U8K_x9MYogA?si=5DgxuWNwtL5Z7NH1 https://youtu.be/3Y_hVFEU41g Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Dillon Young, Jean-Pierre Frost, Rob Zambito, the daily standup, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending Rob Zambito: TLDR: I build and scale customer success teams and GTM functions at startups. I specialize improving customer adoption, retention, expansion, and advocacy. Long version: I'm a three-time customer success leader and consultant with 10+ years startup experience and a track record in vertical SaaS and entrepreneurship more generally. My primary skill is in management of fast-growing CS teams, particularly those between seed and Series B stages. I focus on turning customer success teams from cost centers to highly scaled, proactive revenue-generating expansion functions, with the goal of getting companies from 0 to $25 million ARR. My operational specialties are in renewals, upsell, cross-sell, account management, onboarding, support, customer advocacy, business operations, and business intelligence. Shoot me a note if you're looking to improve gross margins or net revenue retention. My main professional interests are in consumer psychology and behavioral economics. I have a degree in these studies from University of Pennsylvania and still study them as often as I can. Outside of work, you can find me running, writing, cooking recipes from around the world, and learning languages. I'm currently practicing my Spanish and Arabic, so throw a few words my way if you're fluent! Jean-Pierre Frost: “Let the mind be enlarged...to the grandeur of the mysteries, and not the mysteries contracted to the narrowness of the mind”. Francis Bacon Why us