Share
))
HBO and The Ringer's Bill Simmons hosts the most downloaded sports podcast of all time, with a rotating crew of celebrities, athletes, and media staples, as well as mainstays like Cousin Sal, Joe House, and a slew of other friends and family members who always happen to be suspiciously available.
…
continue reading
Manage episode 503862845 series 3664664
Content provided by Joe Di Grande. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Joe Di Grande or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.
Kat Brigham shares how SalesLoft's daily office hours program evolved from themed sessions to open forums, revealing that customers prefer flexibility over structure when seeking help.
• Started with daily office hours open to all customers regardless of size or segment
• Themed office hours failed because customers joined whichever session was happening soonest
• Scaled to 13 weekly sessions across global time zones to accommodate customers worldwide
• Tracked attendance data through Zoom-Salesforce integration to measure engagement
• Learned that having two CSMs per session provides better knowledge coverage
• Discovered that customers in EMEA preferred afternoon sessions despite earlier options
• Recommendation: run sessions at least weekly and keep them open to all customers
• Key insight: sometimes less structure creates more value for customers
Find Kat Brigham on LinkedIn to learn more about digital customer success strategies and scaled education approaches.
🌐 Website
https://www.joedoestechtouch.com/
📰 Subscribe to the JDTT Newsletter –
Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter
🎙️ Be a Guest on the Podcast
Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast
🔗 Connect with Joe on LinkedIn
https://www.linkedin.com/in/josephdigrande
📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw
_______________________________
Tools:
Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN
Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx
Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4
Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W
Chapters
1. Office Hours Challenge: Theme vs Open Format (00:00:00)
2. Introduction to Customer Unsuccess Podcast (00:05:32)
3. Digital Customer Success Beginnings (00:08:36)
4. Global Office Hours Scheduling Challenges (00:13:55)
5. Tracking Attendance and Measuring Success (00:21:33)
6. Key Lessons and Finding Resources (00:24:37)
22 episodes
