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cover of episode #11 Elizabeth Maughon: The Future of Customer Experience in Ad Tech

#11 Elizabeth Maughon: The Future of Customer Experience in Ad Tech

2024/1/3
logo of podcast Experts of Experience

Experts of Experience
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Elizabeth Maughon: 在Simpli.fi，我们致力于提供卓越的客户体验，这体现在从客户首次接触到后期支持的整个流程中。我们不仅关注技术和流程的优化，更注重以人为本，通过服务型领导力模式，培养团队成员的同理心和服务意识，从而建立牢固的客户关系。我们根据客户的不同需求和技术水平，提供个性化的支持策略，包括管理式服务和自助服务，并始终提供广告优化支持。我们重视团队内部的沟通协作，通过详细的文档记录和定期流程审核，确保高效地满足客户需求。即使面对挑战和错误，我们也鼓励团队成员从中学习，并营造非惩罚性的工作环境。在疫情期间，我们积极帮助客户克服困难，进一步巩固了客户关系。我们相信，即使在AI时代，人际互动和同理心仍然至关重要。我们利用AI技术来简化客户体验和团队工作流程，但始终坚持以人为本，AI技术是辅助而非替代。 Lauren Wood: 本期访谈中，我们与Simpli.fi首席客户官Elizabeth Maughon深入探讨了广告科技领域客户体验的未来，以及如何平衡以人为本和KPI导向。Elizabeth分享了Simpli.fi的客户服务策略，包括服务型领导力、同理心在组织中的培养、以及AI技术的应用。她强调了快速响应客户需求的重要性，以及在注重KPI的同时，如何保持同理心和建立牢固的客户关系。此外，她还分享了Simpli.fi如何通过定期审核流程，并根据客户需求和团队反馈进行调整，以保持效率和响应能力。

Deep Dive

Chapters
Elizabeth Maughon, Chief Customer Officer at Simpli.fi, discusses the company's customer-centric approach, emphasizing servant leadership and empowering team members to deliver exceptional client experiences. Simpli.fi focuses on understanding client needs and providing tailored support, from initial onboarding to campaign optimization and reporting.
  • Simpli.fi prioritizes customer success with a dedicated C-suite role.
  • The company employs a servant leadership model, empowering team members to provide strategic knowledge and assistance.
  • Customer approach focuses on clear communication, knowledge sharing, and meeting clients' individual needs.

Shownotes Transcript

Dive into the future of advertising where Elizabeth Maughon unveils how empathy and AI are driving customer success.

In this episode of 'Experts of Experience,' host Lauren Wood sits down with Elizabeth Maughon, Chief Customer Officer at Simpli.fi. 

Discover how Elizabeth and her team are revolutionizing the ad tech industry through innovative customer success strategies and AI-driven solutions. Elizabeth shares her journey in leading transformative customer experiences, offering valuable insights into the intersection of technology, empathy, and client engagement.

Tune in to explore how Simpli.fi is shaping the future of advertising with its customer-centric approach.

If you enjoyed this episode, please rate us on Spotify and Apple Podcasts.

 

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1)

 

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Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess)

 

(00:00) Introduction to the Episode

(01:11) Elizabeth Maughon's Role at Simpli.fi

(02:55) Customer Approach at Simpli.fi

(04:13) Implementing Servant Leadership

(07:34) Nurturing Empathy in Organizations

(08:09) Balancing Empathy and KPIs

(11:00) Developing Strong Client Relationships

(13:42) Internal Culture Impacting Client Communication

(16:36) Setting Guardrails for Success

(20:40) Diverse Client Support Strategies

(23:47) Understanding Client Needs

(26:44) Importance of Documentation and Tools

(28:41) Auditing Processes for Efficiency

(31:50) Harnessing AI in Simpli.fi

(37:01) Exploring AI Tools

(39:13) Key Factors in Effective Customer Experience

(41:24) Advice for Customer Experience Leaders