Disruption Interruption podcast host and veteran communications disruptor, Karla Jo Helms, interviews Emily Gabriele, songwriter, tech enthusiast, and experienced customer success manager with Airtable — and learns emerging strategies to create win-win solutions for employees by facilitating their success and removing obstacles to productivity.
TAMPA, Fla., Oct. 17, 2022 /PRNewswire-PRWeb/ -- Customer service is a big business. Organizations that deliver a superior customer experience bring in 5.7 times more revenue than their competitors that lag; companies that work to improve their customer experience saw their revenue increase 84% of the time.(1) A recent stat also showed that 62% of online shoppers will recommend a brand based on great service.(2) Meanwhile, as many as two-thirds of customer service employees are at risk for burnout.(3) Enter disruptor Emily Gabriele, experienced customer success manager with Airtable, who explains to Karla Jo Helms, host of the Disruption Interruption podcast, that part of delivering outstanding customer service is to understand the customer is NOT always right, and that customer service representatives need proactive support to succeed.
Emily Gabriele is an NYC singer and songwriter who has always been fascinated by technology. Her passion for discovering the evolving potential of technology led her to customer success, where she could share her excitement with others. However, she witnessed that many customer service representatives are isolated and expected to provide solutions without adequate support. She said THAT'S IT — I'M DONE WITH THE STATUS QUO and became a customer success advocate FOR customer success employees. In her role as a Customer Success Manager with Airtable, Emily's team is implementing social and technological solutions that empower customer service employees to excel and find win-win solutions.
Emily explains:
- Customer service reps, particularly those who work at home, can be accessible all the time. This makes appropriate work boundaries a problem. Reps want to be of service to the customer but are inevitably less effective if they never have time to recharge.
- Companies can better support their customer service reps by addressing well-being and welcoming feedback.
- Feedback is a gift. If someone is taking the time to provide feedback to you, then that truly is a gift.
- Customer service reps need the time and mental and emotional well-being to "lean into the pause" and think proactively versus reactively.
- It's important to remember the customer is a strategic partner to the business. Customer service reps can position themselves as strategic thinkers and partners to the customer.
- To support customer service success, Airtable offers modern health, including mindfulness apps, professional coaching, and therapy. Reps can proactively tend to their mental health rather than reacting from a stressed-out state.
- Simplifying the tools employees use also makes them happier. If basic tasks like time cards are complicated and require multiple programs, they add confusion and frustration to an employee's day. Alternatively, a platform such as Airtable makes all of those functions easy and accessible through one dashboard.
Disruption Interruption is the podcast where you'll hear from today's biggest Industry Disruptors. Learn what motivated them to bring about change and how they overcome opposition to adoption.
Disruption Interruption can be listened to via the Podbean app and is available on Apple's App Store and Google Play.
About Disruption Interruption:
Disruption is happening on an unprecedented scale, impacting all manner of industries — MedTech, Finance, IT, eCommerce, shipping and logistics, and more — and COVID has moved their timelines up an entire decade or more. But WHO are these disruptors, and when did they say, "THAT'S IT! I'VE HAD IT!"? Time to Disrupt and Interrupt with host Karla Jo "KJ" Helms, veteran communications disruptor. KJ interviews bad a**es who are disrupting their industries and altering economic networks that have become antiquated with an establishment resistant to progress. She delves into uncovering secrets from industry rebels and quiet revolutionaries that uncover common traits — and not-so-common — that are changing our economic markets… and lives. Visit the world's key pioneers that persist to success, despite arrows in their backs at http://www.disruptioninterruption.com.
About Karla Jo Helms:
Karla Jo Helms is the Chief Evangelist and Anti-PR™ Strategist for JOTO PR Disruptors™.
Karla Jo learned firsthand how unforgiving business can be when millions of dollars are on the line — and how the control of public opinion often determines whether one company is happily chosen or another is brutally rejected. Being an alumni of crisis management, Karla Jo has worked with litigation attorneys, private investigators, and the media to help restore companies of goodwill back into the good graces of public opinion — Karla Jo operates on the ethic of getting it right the first time, not relying on second chances and doing what it takes to excel. Helms speaks globally on public relations, how the PR industry itself has lost its way and how, in the right hands, corporations can harness the power of Anti-PR to drive markets and impact market perception.
About Emily Gabriele:
Emily Gabriele is a writer, singer, songwriter, and tech enthusiast who is currently on the Customer Success Team at Airtable. Her past experience includes working on Enterprise-level accounts at Bizzabo as a Customer Success Manager and as the Director of Business Development and Client Solutions at Condé Nast. Emily Gabriele is skilled in client services, customer success, and strategic thinking. She is an expert at managing budgets, clients, and teams and has demonstrated history in the SaaS, events, and media & entertainment industries. Find out more here: https://www.linkedin.com/in/emily-k-gabriele/
Reference:
1) Morgan, Blake. "50 Stats That Prove The Value Of Customer Experience." Sep 24, 2019. Forbes, forbes.com/sites/blakemorgan/2019/09/24/50-stats-that-prove-the-value-of-customer-experience
2) Gladly. "What Customers Expect From a Modern Online Shopping Experience." 2021 Customer Expectations Report, 2021, site.gladly.com/rs/665-VXG-269/images/2021%20Customer%20Expectation%20Report.pdf
3) Morgan, Blake. "Customer-Facing Employees Are Burned Out: Here's What To Do About It." Forbes, Feb 2, 2022, forbes.com/sites/blakemorgan/2022/02/02/customer-facing-employees-are-burned-outheres-what-to-do-about-it
Media Contact
Karla Jo Helms, JOTO PR™, 727-777-4621, [email protected]
SOURCE Disruption Interruption
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