Podcast Episode #100: "How to Reduce Internal Churn, and Why It’s Different for Women" - an Interview with Lauren Larson Diehl
How to Reduce Internal Churn, and Why It’s Different for Women
In case you missed my LIVE interview with the amazing Lauren Larson Diehl (Vice President, Global Customer Success at Reputation), here are a few of the wisdom gems she shared:
- You can have passion and purpose… or passion and persistence, but you really need all three, to build that solid foundation
- Be passionate about your customer’s success. Being good at that, and empowering teams to be good at that is the direct correlation to internal churn
- The fundamentals around having empathy, and how we refocus and harness that, and how do we operate more strategically… it's really never been more important
- Customer first? I believe it's people first. You need to invest in your people, in enabling and empowering them, and helping them to harness their capabilities. You invest in people, and then they will take care of your customers. And that's a direct and simple formula for navigating through churn
- It starts at the simple level of identifying with emotional intelligence so you can identify with your customers
- Open doors for others. Women promoting women… there's still not enough of us out there that will pause and take the time to promote other women
- Ask questions. Don't be afraid to ask questions to probe deeper into, you know, “tell me more.” Explain yourself, what does that really mean to you? And so you can again empathize with them. But it also helps to release some of your frustration, once you understand the situation better no matter what it is
- There's no magic formula for overcoming obstacles. But I believe that passion, purpose and persistence, with a pinch of luck, and you can overcome many. The key is understanding what people love or what drives and motivates them and aligning that with purpose helps to overcome obstacles
To be notified for future interviews be sure to connect with me here on LinkedIn AND to learn more about how to build the mindset and influence for real change, join our community at www.SherylKline.com.
(Please watch the video above, or click the green arrow button below to begin listening to the Podcast.)
Read a transcript of this interview.
To your next level of impact and joy!
xo
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