Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051

Jenelle Friday of Forecastable and the Customer Success Collective’s “CS Leader of the Year” for 2023 is someone who is easily liked.  She's hyper-in tune with what makes people tick, and is even the author of her own framework on emotional intelligence in customer success.In this wonderful chat, we talk about:00:00 - Caring for your customers02:27 - Being Authentic in Customer Success04:41 - A Journey to Customer Success and Emotional Intelligence06:53 - The Importance of Being Human in Business Relationships09:11 - Being True to Yourself in Business11:19 - Acknowledging Fears and Embracing Imperfection13:29 - Emotional Intelligence and Self-Awareness in Customer Success15:37 - The Importance of Work in Relationships17:42 - The Importance of Human Interaction20:11 - Elevator Pitch for Digital Customer Success22:25 - The Importance of Emotional Intelligence in Digital Communications24:39 - Using Emotional Intelligence for Customer Engagement26:47 - The Importance of Social Awareness in Decision-Making Process29:06 - Cultural Differences in Customer Success31:21 - Building a Customer Community33:33 - Coordinating Communication Across Departments35:42 - Understanding the Customer Perspective38:01 - Living Boldly and Courageously40:26 - Developing Soft Skills in Business42:27 - Fostering Emotional Intelligence in the Workplace44:51 - The Importance of Emotional Intelligence in Digital Customer Success46:54 - Book Recommendations and Finding Normalcy49:04 - Soft Skill Development and Giving Back to the CommunityEnjoy! I know I sure did...+++++++++++++++++This episode was edited by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++ 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