Building Community in Digital Customer Success with Marie Lunney | Episode 030

Marie Lunney joins us this week in a whirlwind conversation in which we cover a lot of ground. Not only is she a seasoned digital CS leader, including her current role at Top Employers Institute, but she's also founder of the DCS Connect Slack community.In this fun filled 45 minutes, Marie and I dig into:Digital CS before it was called DCSCross-coordination with other departments around the Customer JourneyHow employee satisfaction plays into a healthy digital journeyThe DCS Connect CommunityThe many variables involved in Digital CSEvolution of digital away from segment coverage and into broader operationsData hygiene and knowing who your customer contact personas areStrategies for cleaning up your dataDigital business reviews & checking in digitally with your customersThe branding implications of a good digital CS programComparing customers to their peers to drive behaviorsHiring for Digital CS and how your most tenured CSMs may not be an ideal fit for the role.Enjoy! I know I sure did...Marie's LinkedIn: https://www.linkedin.com/in/marielunney1/Join DCS Connect: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbMThe Digital CS Sweet Spot: https://digitalcustomersuccess.com/dcs-sweet-spot/Resources:CS Insider: https://www.csinsider.co/Generalist World: https://www.generalist.world/Shoutout:Elisabeth Courland: https://www.linkedin.com/in/elisabeth-c-8a811118/ If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic🎬 This content was edited by Lifetime Value Media.Learn more at: https://www.lifetimevaluemedia.com