[Music] everybody good are we ready okay welcome to talking to loud with Chris Savage the show that's serving up the loudest takes on building businesses top-notch products and Unforgettable Brands and I'm here with Daphney kosas Lopez director of customer success at HubSpot dney how are you I am so good so excited so energized to be here at inbound today and sitting here with you so all is good that's great well we're going to talk about customer success but I have to start the show by asking asking the question what has you talking to that customer
success I love customer success I love driving value for customers it's actually the reason why on top of my job at HubSpot I also write a newsletter I have a podcast and it's all about driving value for customers so you will find me talking too loud about customer success in any given opportunity I can see that why do you love to help Drive value for customers so much yeah um I suppose it all started when I first kind of entered the technology world and I was actually on the other end I was buying technology okay
and what I was seeing was like we were buying really cool Tech nobody was using it okay and no matter how well we got the processes down and we got you know the the enablement right people were just not buying into a change and I think that's when I realized that unless you're able to inspire people to make changes and see the future in a different way they were never going to break that cycle of you know I'm just going to go back and do things the old way that I'm used to so that's kind
of like my first entry point into customer success and how I fell in love with it because I was like okay what gets people moving what gets them adopting saw you saw the pain very very directly exactly and then you're like someone needs to do something about this why not me let's just dig right into it so what are some of the biggest challenges companies are facing in connecting with customers and how can they break through I think it's all about tailoring your message so if you reach out to me and you give me a
bog standard message that doesn't resonate with me with my business what I'm trying to do you're just going to be lost in a sea of other 20 30 messages that I get every day of people trying to grab my attention so for you to grab somebody's attention you need to hyper tailor that message you need to understand what that business does what that person is interested in what they need to do their goals their challenges and you need to speak to those things very clearly very quickly suant and persuasively so I think that cutting through
that noise by tailoring and personalizing your messages is number one and then I think the other thing as well is like being a little bit creative about how you reach out everybody's emailing everybody's kind of using the same channels so how can you reach your customers in a more creative ways podcasts events uh places where you can actually engage in a more human way are there other channels that you think people are underutilizing for customer success um I think the social channels especially um we saw it in Bound today that people buy from people people
want to do business with people and I think like you know that's why influencers do so well and when you think about Brands what happens is that you have this sterile brand right it's like we are Corporation yeah I think we need more people absolutely not agree more more like influencer might might be like a have a bad connotation but I actually think we need more people to be the faces of Brands so that other people are interested in connecting with them I think about that too is like before the internet if you were dealing
with a business you were going to interact with somebody in person and then now we are all online so you kind of don't have to but you're inherently missing those connection points and a lot of times Z is like do I feel like I want to work through hard things with somebody or do I trust this person really because I'm making a huge decision because of the purchase or the time or whatever it is and so it makes perfect sense and I agree with you like wholeheartedly it's like getting people involved and being willing to
stand for something and stand out makes like huge huge impact yeah and I think as well as like placing people where people can have the highest impact right because you still have to scale as a business you need to grow so so instead of getting people to do all of the um data crunching mundane kind of work the research work that gets you in the position to have that high value conversation you can use AI you can use automation to get way better at those mundane tasks that you need to do in order to prepare
so that you can Unleash Your people where they can be most impactful which is creating connection persuasively communicating to people building trust and all those things and is that how you would recommend people using Ai and customer success 100% yeah I think there there will be phases right we talk about the co-pilot which is somebody that helps the CSM prep and follow up and automate some of the tasks that do take a lot of time so I think that's stage one of of AI and then we're going to have agents so on the agent side
it will be more like AI will do things for you and again you can focus on the higher value things the those deeper connections while AI agent is doing your renewal management while your AI management H AI agent is focused on the the research pieces and and actually like trying to get that phone call in the first place those tailored messages so I think it'll be phases but um the future is here it's starting today yeah I agree and you're not afraid of Ai No AI is going to take our jobs it will it will
it absolutely will like the internet took many many jobs but it will create new jobs and I'm excited about that future because I don't want to do the same repetitive tasks followup proc and up play I want to do creative things I want to spend time connecting with people solving problems building relationships so yeah AI is going to take our jobs but it's going to give us better jobs wow very direct very direct I like that um with your this is growth podcast and newsletter you're constantly sharing what you learn what's one counterintuitive lesson about
growth that surprised you the most it's a great question I don't know if it's a counterintuitive um as much as kind of like something that I suppose people kind of focus a lot on process right a lot in technology it's because it's like okay this is the stuff that's going to the tools that are going to power my growth when I actually think growth is about people I think it's it's a mindset it's a behavior it's an attitude and and I think in HubSpot we like to call people Pro Getters and it's the type of
people that you you hire and I think the counterintuitive thing is you could have all the bells and whistles you could have the technology you can have the processes if you don't have the right people that want to grow and want to evolve every day and are excited about break things apart and building them again you you're not going to grow so I think might not be so counterintuitive but I think it's Back to Basics growth is about people well that makes sense I mean and I I talk about that a lot talk about mindsets
like really hard to change something someone's mindset right and so it's like someone comes in they have a growth mindset or they're really creative and they're trying to push there's often people who do that people who don't so it's like trying to find those people and put them in a position where they can have an impact yeah 100% okay we're going to do some wild card questions what's your go-to karaoke song I I'm gon to I'm going to tell you a story so great um I Love karaoke I really the right question I am a
really cra singer okay like really bad like a properly bad so every year for my birthday yeah I organize karaoke oh wow okay really nailed it with this this great I honestly it's like my favorite and you might know or might not know I don't know I'm a big Oasis fan and they're back they're back back Oasis back I got a ticket for their gift did yes I don't even want to say how much I paid for that chcken it go ahead I got a chcken um holy crap that's a lot I can't believe that
you really okay anyway sorry keep going anyway this year for karaoke I am only doing OAS people are only allowed to sing Oasis songs really on my karoke so for this year I think my my song of choice will be morning glor and it's going to be sung so badly that's great but obviously you love it you got to do what you love what's the best book you've read this year you know it's funny I don't read a lot of business books I love fiction and I love the Classics so I'm a nerd like that
and I think the the best book that I've read uh recently is the C of Monte Christo oh really oh unbelievable book like really really good I don't think I've ever read it oh it's h i feel bad even admitting that but I'll put it on the list yeah I've heard I've heard daffie thank you so much where can people connect with you follow you to learn more yeah no thank you this was loads of fun uh people can connect with me on LinkedIn so so da CA Lopez uh also the this is growth uh
newsletter and podcast amazing thanks so much thank you
