Customers Are Humans, How You Respect That - Megan Bowen, Chief Customer Officer, Refine Labs

Megan Bowen is a Chief Customer Officer at Refine Labs, a demand gen accelerator for B2B SaaS companies. Refine Labs help companies increase marketing’s contribution to qualified pipeline and revenue while lowering customer acquisition costs. Embracing a human-first leadership approach, her style is to focus on achieving excellence through empowerment and accountability while leading with empathy, kindness, and vulnerability. This approach, she says, creates trust and fosters a collaborative culture which is the foundation of all high performing teams. Finding success is creating the conditions for others to do the same. We discuss how to create conditions for others to be successful and what it means to meet people where they are in sales and in human connections.Key moments:03:17 - Rejecting the Status Quo in human connection.09:10 - Creating the conditions for personal and professional success.15:50 - Playbooks and guidelines. Concept of creating intersections at work vs "round abouts".20:05 - How to deliver bad news effectively26:00 - The difference between customer support and customer success.