Customer Success Playbook Season 2 Episode 34 -CSInsider edition with Justin Chappell - Customer Education Strategy

Summary: 

In this special CSP-CSI edition, hosts Roman Trebon and Kevin Metzger dive deep into the world of customer education with Justin Chappell, CSCX Strategic Advisor at Growth Molecules. Justin shares invaluable insights on creating effective customer education strategies, leveraging micro-learning, and driving customer success through innovative approaches to training and enablement.

Detailed Analysis:

1. The Critical Role of Customer Education: Justin emphasizes how customer education has become a crucial pillar in driving customer success, empowering customers to achieve their goals with products and solutions while bringing autonomy and efficiency to customer interactions.
2. Micro-Style Learning: The discussion highlights the effectiveness of bite-sized, targeted learning experiences that meet customers where they are in their workflow, allowing for quick understanding and immediate action.
3. In-App Experiences: Justin shares best practices for delivering in-app education, stressing the importance of purpose-built, contextual learning that doesn't disrupt the user's workflow.
4. Overcoming Resource Challenges: The conversation addresses how companies can leverage existing content and cross-functional collaboration to build effective education programs, even with limited resources.
5. Gamification and Certifications: Justin discusses the potential of gamification and certification programs in driving engagement, retention, and even creating new revenue streams.
6. Measuring Success and Gaining Stakeholder Buy-In: The podcast explores strategies for demonstrating the ROI of customer education initiatives, including metrics like improved retention rates and reduced support costs.
7. Future Trends: The discussion concludes with insights into the future of customer education, including hyper-personalization, AI-driven content creation, and integrated learning experiences across various customer touchpoints.

You can find Justin on LinkedIn here: https://www.linkedin.com/in/justchappell/
Link to Growth Molecules:  https://growthmolecules.com/
Link to CS Insider: https://www.csinsider.co/

Please Like, Comment, Share and Subscribe.

You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

You can find Roman at:
Roman Trebon on Linked In.

Transcript

Roman Trebon: 0:16

where we dive deep into the world of customer success, sharing insights, strategies, and stories from industry leaders. I'm Roman Trebon. head of client success at a company called teams plus, and I'll be one of your hosts alongside me is my cohost Kevin Metzger. He's a senior manager of customer success at virtue stream. Together we bring you interviews with the brightest minds and customer success every Tuesday morning. So please check us out, subscribe to our podcast. Give us a rating. If you like what you hear, you can find us on Apple, Spotify, or wherever you listen to your podcast. Today's live show is brought to you in partnership with CS Insider, a fantastic platform for all things customer success. If you're joining us, I assume you're already signed up for CS Insider, but if you're not, I highly recommend it By signing up, you'll get access to resources, including articles, webinars, and community events such as this. That are designed to help you excel in your role. Join over 10, 000 CS professionals on the inside. We receive one to two action packed emails each week. You can sign up at csinsider. co. Again, i'm roman trebon and with me always is my co host kevin metzger please do us a huge favor rate subscribe and like our podcast so we can continue to grow Our audience and bring you incredible content kevin. Have you ever seen a customer education strategy that transformed a company's approach to success?

Kevin Metzger: 1:44

Honestly, I think a lot of companies haven't put the resources or time into building out a great, customer learning experience, but with the tools and strategies we'll be talking about today with today's guest, Justin we're going to give you a leg up on how to do this and really take advantage of it. So I'm excited about that. I'm also excited about all these places. We got People from the UK, Florida, Denver, folks from everywhere out there.

Roman Trebon: 2:09

Yeah, it's awesome. I love it. So Justin and Kevin and myself are here in Atlanta, Georgia. And today everyone, we're thrilled to have Justin Chappell with us. He's a CSCX Strategic Advisor at Growth Molecules. Justin is a thought leader in customer experience and education, and he's worked with some of the biggest names in the business to revolutionize their customer success strategies. His expertise in self service platforms, micro style learning, and in app assistance will give us a fresh perspective on how all of us can elevate our customer learning experiences. So today we're going to explore how the right customer education strategy can drive personalization Enhance automation and ultimately deliver a superior customer learning experience from self service platforms to tool integration Justin's going to share actionable insights that can empower your customers and transform your approach to success Justin, welcome to the show

Justin Chappell: 3:07

Thanks for having me guys. I really do appreciate it. Being live is always fun. This is the first time I think I've ever done a live podcast. I'm used to being able to do some editing behind the scenes, but we're doing it live, which is really exciting. I'm super stoked to be invited to do this with you. I will share one crazy thing though. My background was given to me yesterday, And I had to go through my wardrobe to try to find a shirt that didn't look like a floating head. So thank you, Brandon, for giving me this really great background for today's call. I really appreciate it.

Roman Trebon: 3:37

thanks, Justin. Can

Kevin Metzger: 3:40

you kick

Roman Trebon: 3:40

us

Kevin Metzger: 3:40

off? Yeah, why don't we get started? So, Justin, why do you think customer education has become such a critical pillar in driving customer success? And how have you seen organizations transform their approach with effective strategies?

Justin Chappell: 3:54

Yeah, it's a great question. I think it's an important one too, because customer education has become more critical now than ever. what's really happened is it's, starting to show that customer success. In education and enabling your customers empowers them to achieve those goals with your products or your solution, it also brings autonomy and efficiency to how you interact and engage with your customers. So being able to provide the right training, the right resources, organizations are really able to capitalize on that. make your customers understand how, they utilize your product and services to be better adopted into your platform, but also at the same time, really driving loyalty, which in turn creates better overall customer satisfaction and experiences. recently TSIA did a. readout called the state of customer success. they said that 92 percent of the customers surveyed felt that they were better adopted to their platforms and had faster time to value because they received the right level of training and enablement. up front with the services they purchased. it shows that, customers will receive the information you're giving them and actually do something with it. from a support standpoint, when you think about customer enablement, customer education, Gardner recently did a poll of their customers and showed that customers embraced and adopted into those learning services programs had a 30 to 40 percent reduction in overall support costs. that's huge, right? as an organization, it's important that we're embracing this services of learning and enablement to drive not just customer experiences, but it also helps us have better support costs to engage with our customers.

Roman Trebon: 5:37

Yeah, I love that justin. I hear this term a lot justin this micro style learning, right? So can you talk to us about what is micro style learning? and why is it more effective or how can it be more effective than maybe some traditional methods people use for customer education?

Justin Chappell: 5:52

Think about it this way, We're, we're, we're, we're kind of groomed to get on demand content whenever we want it, but our attention spans are not like they used to be. So that long form training and that long form engagement, Really needed to be looked at. And I think about myself, I'm going to use a personal example, not in the business world. And I'll give some business examples in a second. But recently my garbage disposal stopped working and I was like, Oh man, I'm gonna have to go to home Depot, spend 150 to buy this new garbage disposal. And because I'm not as handy as I think I am, probably have to go back and rebuy it two or three times. I probably have to have a plumber come in and do it for me. So now we're talking a couple hundred dollars, right? On top of the actual cost. But what I did is I sat down, I went onto YouTube and within two minutes, I found out there was a little switch at the bottom and an Allen wrench that I could turn around the outside of my garbage disposal. And if that didn't work, then I would go and invest all that time finding a plumber to do that work for me. But guess what? It worked. And I learned how to fix that in less than two minutes. And that's micro style learning, right? It's quick, short, two minute snippets. Around how to use your products or services that can really get your customer to engage quickly and then take action so they're not sitting there for an hour listening to these long form deliverables. They're actually able to do that in a shorter amount of time. So micro style learning, I think, is really the path that I see a lot of companies moving towards and this is a staff that's out there, and I don't know how accurate it's going to be, but they say, In the year 2025, 75 percent of our global workforce is going to be the millennial generation, which all again, grew up with these in their hands, right? So again, you got to think about these micro style learning is really designed to deliver engagement and adoption and involvement within quickly within your product leveraging that style, right? Now from a business perspective I use multiple CSPs, being an advisor, I have to go into companies and see multiple different customer success platforms that we're working with. most recently I've been working with an organization that's trying to redesign their homepage. a lot of it's around personalization how are you enabling your field to personalize that homepage they're leveraging. And they were like, well, we were putting together this material and all this. And I said, have you gone to the Academy for Vitally? And they were like, no, if you go to the Vitally Academy, they have a really great foundational program that is five videos, all less than two minutes, that talks to you about how to maneuver within the application, all the way to how to build and customize your landing page when you log in. We shared that with their field and now their field is heavily adopting that it's called vitally

Roman Trebon: 8:41

I love it It totally makes sense justin from the attention spans even how mine's evolved over time I logged into a training this week and saw it was an hour I just hung my head i'm like no No, no, I need two minutes. I need two minutes. I need it quick. I need it on demand And also it's good to know that you're now my go to plumbing guy in the Atlanta area, if I have any doubts.

Justin Chappell: 9:00

But here's the other part too. Think about, I mean, I'm probably gonna put myself in an awkward position, cause I'll share these things publicly with people, if I go outside of training, that's available, but I never actually show up to them because I want the recording so that I can listen to it at 2. 5 speed I don't have an hour to invest to listen to that long form, but I do have about 30 minutes. to listen to the snippets that I need to understand how to use or what I'm trying to get from the content delivered. So that's what micro style learning is all about, is how do you break that down into bite sized chunks so that your customers can take action on it almost immediately.

Kevin Metzger: 9:37

So speaking of getting the bite sized chunks and putting them together, how do you deliver them right at the right time? what are some of the best practices from an in app experience? it looks like I'm trying to do something. How do I deliver that type of experience of, Hey, you need to do this next and here's how to do it.

Justin Chappell: 9:57

Yeah. I would say it all starts with keeping it simple, right? Especially if you're trying to leverage something that's in app, if you're trying to embed something in app, whether you're using tools like WalkMe or tools like Pendo to create these guided tours or guided experiences when you're starting to build and design those is that customer, even though you're meeting them where they're at, they're actually in the middle of doing their work. They're probably in the middle of a workflow. So you need to make sure that it's purpose built. To be able to design the next step to get them to their outcome within that workflow. I worked for an accounting software company a few years back, and one of the things we saw was there were about four steps that we needed every single customer to do. In order to have their AR and AP solution set up with our product, it all started with linking their bank account. we created guided tours that walked them through the application from setting up their bank information, how to create the invoice, and then how to link their bank account information to that invoice to send it out at scale. if we understand what process that customer's trying to achieve or deliver against, it's really figuring out the small steps required. And embedding that directly within the application. But the best practice I've seen is even when you do that, give them the option to drop out to the long form if you need or leverage a video to show them. there's this old Chinese proverb, tell me, and I may forget, show me, I may remember, but involve me. Engage me and I will understand and learn. think about that, when you're designing these programs. you got to think about the customer on the other end. If you're just telling them what to do, they're probably never going to really remember, and then they're going to call back into support. They're going to have friction there. They're going to continue to always have a problem at that step. If you show them, they'll start to remember over time, But if you involve them through that journey, they'll understand and learn over time.

Roman Trebon: 11:52

so everyone I just dropped a question in the chat. let us know your answers What is the biggest challenge you face in your current customer education strategy? johnson that leads into a question I have which is how can companies overcome challenges like Limited resources or lack of, you know content that's relevant when they're building their customer education programs,

Justin Chappell: 12:15

I'm going to give the same answer. If you're asking about learning services or content for digital first to scale, The content's already out there, right? I would pretty much guess that at every organization, you have a product manual, some type of sales demo, that's their go to That shows the best ways of doing things. I think that everybody probably has some type of CS or just direct marketing, field marketing team that's out there. That's building all this content on a regular basis. don't shy away from the fact that you have to start from scratch. And, there's nothing already in existence. Take advantage of that. the biggest challenge. most people think about is how am I going to start to build the content that I want to deliver to the customers? But remember you already probably have it, You have the product manuals, you have those sales demos, you have the marketing content. It's just about reaching across and working with those other portions of the business. To get that into a library so you can figure out what should be customer facing versus what should be internal only I think with some of the advancements with AI and tools out there today, it's very easy to push that through AI generation and be able to spit out some usable content. But you're using some of the things that are already in existence to create that content to share with your customers. The next obstacle is where are you going to put that information? So do you have a LMS system or like an academy, like a skill jar or something? So if you have that already available, great, you know where you're going to put it. But if you don't, where are you going to put that information that's going to be easily accessible to your customer? Are you going to go the in app route or continue through an academy or like a vitally that puts it on a home page? I think those are the two big hurdles I constantly hear when talking with customers I don't know where to start with content. Guess what? You already have it somewhere. So just get it in a library. And then how do we want to deliver it so that we're meeting our customers where they're at so they can be engaged with it and then be able to leverage it and utilize it. Those are the two big obstacles I constantly hear or talk to with customers.

Roman Trebon: 14:17

Yeah, I want to there's a comment in the chat it's a comment And I think we'll turn it into a question here it comes from jessica and i've heard this from a lot of organizations and people We have limited resources a lot of our resources haven't been updated in years and are no longer relevant trying to update hundreds of support articles reorganize the structure, etc It's really difficult with a small team, i'm sure this isn't the first time you've heard that

Justin Chappell: 14:40

It's not right. I think that leaning on technology as it's advanced, right? I think about AI is a great example. And I know I don't want this to turn into an AI conversation, but it's an opportunity to leverage that to quickly review the content you have to determine what is relevant and what is not relevant. ask your customers, how they're using your products, use the relationships you've grown with your customers to ask them, how are you using the product? Why don't you come on a video and we're gonna showcase you as a customer using our solution. Use those acts of advocacy to help build that content for you as you're as well. Because like you said, limited resources internally, you can't have every CSM now off the phones trying to build content if you don't have a learning services team dedicated to creating content. So use your customers if you can. in the last three to four years. I've heard community is one of the major investment tools. Creating that peer to peer relationship with your customers to do peer to peer reviews to help each other out. I think that's another area of opportunity. If you're worried about the time and the resources, you have a whole slew of customers, if you ask them are probably open to sharing how they use your product. If you do it in the right way.

Kevin Metzger: 15:55

And Justin, I know you're saying you don't want us to become an AI conversation, and you know, I go down that rabbit hole a lot, but some of the neat things I've seen with AI lately, things I've been practicing with, I think this was even on another episode recently, but like Coursera's developing AI where you can interact to learn more about the content if you have any kind of content or community, you can start using the content from within the community, put some generative, put it in a generative AI database. and then start having discussions. With that content to start figuring out how you want to build out specific content, you know, more specific, advanced content. there's a lot of opportunities there.

Justin Chappell: 16:40

Yeah. I would add, product documentation. That could be pages of information. there's some tools out there today that I've used in the past. Murph AI is an example of one of those. it's kind of like a speech to text or a text to text replacement tool. think about the old Ctrl F, Ctrl Find behaviors. Where, you need to replace because you've changed the field on your application instead of saying customer, it says accounts. So now all of your documentation is outdated. go in and it'll actually find all of that information and update it for you in real time. And if you have videos, it'll re record your videos with that same type of change. So, there's definitely tools that are out there that will make you more efficient. It's just making sure that you have executive buy in on the importance of why education and customer education is important so they use those tools and give you the investment dollars to do so.

Kevin Metzger: 17:34

So from an investment standpoint with customer education, are there opportunities to make it a profit center?

Justin Chappell: 17:43

most definitely. I'm a firm believer in customer certifications as well. when you look at the Microsofts and the sales forces of the world, they've done a really great job of building these certification programs. And all that's doing is it's allowing your customers to take their careers into their own hands using your product you're creating all of these power users in the market that have your, that'll go out there and if they change roles or jobs, will say, I'm a Salesforce admin. If they go to a place that's not a Salesforce shop, they may advocate for you as well. creating certification programs, which become monetized is a huge. forward looking thought that a lot of companies are doing these days empowering your customers and giving them the credentials to go out there and say, I am certified in XYZ application. I think that's where you start to see it becoming more monetized and then becoming a profit center

Roman Trebon: 18:37

Justin, you mentioned Salesforce and that leads me into a question about gamification. I'm on the fence sometimes about gamification in the business world, I'm also the same guy who wants to get his Ranger badge, And I also don't want to lose my do lingo streak every day, right? So as companies are starting to come up with their, engagement strategy and customer education program, how should they be thinking about gamification and would it work with their customer base?

Justin Chappell: 19:02

my first reaction is yes, I do think that all of us as humans, want that gratification of completing something, You start something, you complete it. There's, a feeling of worth when that happens. So if you could create that trail, and you can create that experience where your customer is constantly evolving and maturing with your product and they're being recognized for that. it's a great way to drive, continued use and engagement. I love LinkedIn. I think it's a great platform for larger communities. I love watching when people get their certifications and they're like, I now have my Microsoft cert, and that can be really tough I got my PMP, I've gotten my, sales certification, I've gotten my Salesforce, it's great to see the community get behind that. And I think it just shows the importance of how education is creeping into a lot of organizations and becoming a pillar to their success. So I do agree that gamification is a great place drive that but be mindful that, you don't want to make it too easy because you don't want people to fall into that trap of like, Okay, everybody can get that certification, just sit down for four hours and you're good. You got to make it tough so that it's meaningful. make sure your customers getting those certifications really understand the importance of them. And then share those out. I think that's the important piece from a company standpoint, share that information out. And then as a company recognize and reward that customer of yours, when you see that. Get excited for them as well. Right. Just drives better adoption to your programs.

Kevin Metzger: 20:35

Yeah. It helps build branding too, I guess. I guess we're looking at communication and transparency. How do you look at that as far as. Sustaining stakeholder buy in and really, I guess where we're going with this is how do you make sure you get stakeholder buy in, keep stakeholder buy in and drive forward with stakeholder buy in?

Justin Chappell: 20:56

we all work in businesses that have, some type of. Retention goal at the end of the year. We have probably all can raise our hands and say that we work at an organization that's looking at the cost to support a customer, there are core metrics that are probably even shared at the board level that training and enablement can actually influence. it's important for your leaders of learning, whoever that, you know, whatever title that is, wherever that falls within your organization to understand the metrics they can influence and showcase the customers that have been, let's use certifications as a pro, as an example, Kevin, customers that have been certified. retain at a different rate than those that were not certified. Customers certified and ask less, have less support cases than those that do. Like you start to put those numbers together and very quickly you start to get the visibility not just within, your team or the teams that you interact with, but you start to get a seat at that table. So you're sharing that information, maybe with your chief customer officer, or you're sharing it with your, chief revenue officer who are going to the board and sharing those same metrics. And being able to talk about how your programs as a learning services team have actually been able to drive Some of that information I think that's where I would always go with it. I know forester did it did a a readout? I think it was back in 2020 said there's a 12 percent higher retention rate for those that offer a structured education program to their customer base. investing in education of your customers that drives adoption in loyalty has a, has a positive effect on your retention numbers. By up to 12 percent based off of Forrester. And I want to say it's back in 2020. So when you think about communication and transparency, understand the metrics that you influence and really get behind them.

Roman Trebon: 22:52

we have a question from the chat. how do you suggest advocating for resources either staff or tools? Needed to develop these, resources for customers. how do you make that business case internally? I feel like a lot of times especially in a down market You Training and that's one of the first things get cut. So how do you make the business case for needed resources?

Justin Chappell: 23:11

I would say that every department's on the chopping block nowadays, right? You have to be able to show the roi in what you're delivering I do firmly believe that if you can show that the content you're creating has a return on a financial metric, you're going to get the investment dollars you need. And you're going to get the resource in the headcount. Headcount has always been an interesting one in my experience because it's usually A side hustle for somebody within your organization that's passionate about that as well, So when you're really, small and scrappy you have to leverage those relationships With the teams that are probably already doing this for you because you're not going to get that resource right away, but if you could start to show the value that resource has produced in terms of content views if you have things posted within your academy or your knowledge base and you're seeing, customers clicking on this and then showing that those customers didn't call back into the support team or reach out to their customer success manager or have become an advocate for us. And then they're speaking at our next conference. Now, all of a sudden, you're able to tie those metrics back. The resource dollars and the investment from your board or from your executive team is going to be there for you.

Kevin Metzger: 24:29

Justin, when you're talking about, didn't have to, you're trying to show that they didn't have to reach back out, are you looking at comparative numbers then as far as measurements go? So customers who don't have the certification are reaching out at this level and customers who do are reaching out at this level.

Justin Chappell: 24:47

It's really taking and just putting your customers into smaller cohorts. So you could even look at it. Let's use a traditional. enterprise and growth segments that's broken up customers in your growth segment that have certifications or have completed courses in your academy or have this many people that are trained as administrators versus those within that same segment. So just split your segments up because they're going to be different performances, right? But if you can keep those cohorts aligned and show the variance between the two, those with versus those without you're going to see some dramatic chain dramatic numbers pretty quickly, I think.

Roman Trebon: 25:22

I'm super excited about the future of Customer education, just personal education in general, I think everything's going to be so personalized. I'm going to have my own learning plan forever, whatever I want to take on. I think hyper personalization is going to be a big future trend. I know it's already here in a way, but what future trend in customer education are you most excited about?

Justin Chappell: 25:44

So we talked about going to micro styles, but I'm going to go a step before this as I think about what the future holds, I first have to think about how I integrate all of the tools that we have today that touch my customer. if I could start to look at the integration of these tools I could start thinking more forward and about some of these, like, Predefine the learning paths for customers based off of how they're interacting with our product. So taking something like, I don't know, a vanilla, which is like a community's platform and understanding where is the customer going within their, their online community engagements, and then creating a learning path for that customer. And giving that to them proactively. I think that, that to me is where I, you know, an understanding this persona based off of our CRM data is a sales user versus a, you know, a tech support user I'm going to surface different content when they log into our community page or our software. being able to personalize and be more persona based, is where the future of Learning and education goes we're going to start tailoring those learning experiences back to the business information we already have on that customer, whether it be activities within community or activity workflow within the product or information we already gathered within the CRM. the next evolution the same thing with knowledge base, articles being written through generative AI based off of content that you've gathered from your customer support cases or community posts and then automatically creating those knowledge based articles. I think we're a long way away from just auto creating them, but I think they'll be the author of your knowledge base articles, you'll still have to QC it and then be the publisher. So there'll always be this human element for a while for publishing, but the authoring of those articles can be really driven through this more generative AI type experience that becomes more conversational in nature.

Roman Trebon: 27:42

I'm already seeing a little bit in the call center. where, customer calls in and the agent handles the phone call based off the transcription AI feeding knowledge articles to the agent in real time. And I can see the same thing on the customer education path. Where am I searching? What knowledge articles should be present? Etcetera. So, Kevin, I think we have a question in the chat. you want to get to that?

Kevin Metzger: 28:02

How does customer education, its modes and efficacy differ with respect to customer size? In other words, startup, small business, ERP size.

Justin Chappell: 28:14

Yeah, I think the approaches are definitely different, right? I think as a smaller startup you gotta be scrappy, right? I think that that's the benefits and the joys of working in that type of environment. And I see predominantly in my interactions and conversations with people in that more startup world it's usually Multiple hats being worn, right? We still see that. So your CSMs are also your adoption consultants or, the people delivering the training mechanisms. I think that as you start to go. up segments and get into those, up market, you start to see the full investment into a learning services team that will have resources dedicated to just purely doing the training and enablements Flying people out and doing onsite trainings at some of the bigger organizations I've worked at. We had a full field training team. it's not a one size fits all as you continue to grow as an organization and your customers grow in size how you address them, how you engage with them definitely differs and how you deliver and meet them become a different area as well.

Roman Trebon: 29:21

You can see I passed the question off that had the word efficacy in there because I saw it I'm like, I'm gonna butcher the word. So I'm glad you Great question by isha. So we have 10 minutes left. get your questions into the chat we want to knock out as much as we can here when we have justin So thanks everyone that's been into the chat and participating and and we'll we'll get a few more questions for justin before We have to wrap up

Kevin Metzger: 29:42

justin I seem to remember having a conversation with you recently. about a tool that actually was helping to develop knowledge based articles to to remember what that tool was.

Justin Chappell: 29:54

I'd have to go back through my notes and look. when you think about, so there's, there's lots of different things when we think about training and learning, right? There's your traditional we're going to do a webinar. Everyone's going to log in. We're going to walk through how to use the application. that's considered part of learning in app guided tours, self guided tours. That's part of learning. And then I do feel that, knowledge itself sometimes sits underneath your product team because they're just recreating your manual, And in essence, I've been continuing to see more of that knowledge team moving underneath. Customer experience or learning services because of the educational factor it brings there's more and more ways to engage with your customer nowadays, and it's really capitalizing on them. if you're going to invest in a knowledge base. To me, you know, you got a bunch of UX writers, which are, they're really great at what they do, and they're really good at documenting process and procedure but that's sometimes not customer friendly, You need to make sure that you can water that down so it can be consumed at scale. And that's where AI tools can really help you because they can take your form or language you want to write in. it allows you to take that manual. And rewrite it in a way that's more customer friendly and intuitive when they're using it.

Roman Trebon: 31:14

All right. so Justin, on the podcast, we always end with a rapid fire question, this is not going to be based on customer education, you're in Atlanta, right? for our audience, if they're visiting Atlanta, what's the one place they have to visit and the one place they have to eat?

Justin Chappell: 31:28

one place you have to visit is you got to come down in the summertime. I'm originally from New York, so this was new to me. You got to come down in the summertime when the weather's halfway decent before you're smeltering hot out. And you got to shoot the hooch. It's basically floating down the Chattahoochee River. Everybody tubes up. It's a great time. I think It's a must do experience in Atlanta because it's outside the city. But at the same time, you still get some city views, depending on what part of the hooch you're shooting. So that's definitely a must have. And you know, I'm going to, I'm going to say the varsity. I know that's weird because it's the worst food for you. But it's, one of the oldest diners here in the Atlanta area it's right across the street from Georgia tech. So if you want a foot long hot dog or a greasy cheeseburger, that's, that's

Roman Trebon: 32:17

You know, I see the orange cream shake someone's Right, that's if you're gonna get the varsity skip the hot dogs get the orange the orange cream shakes That's the way to go I thought you're gonna go world of coke justin I like the chattahoochee shooting the hooch. That's a great answer So as we wrap up here justin, where can our audience find more about you and growth molecules?

Justin Chappell: 32:36

you can find me on LinkedIn, right? It's, it's, it's just Chappelle. So J U S T, Chappelle. It's also in the invite. I'm open to share my experiences, talk about what I feel is hot, both in customer success, customer experience, professional services. It's kind of like my wheelhouse, those three areas. So definitely reach out, follow me online. I'm always pumping content out there. And then if you want a deeper engagement and you have anything that you want somebody to come in and actually do an assessment of the maturity of your organization as it relates to customer success, customer experience you can find a link for me on growthmolecules. we offer a lot of different services from Coaching to trainings customer lifecycle exercises journey mapping and strategic guidance. I'm looking forward to meeting the people we have on the call today.

Roman Trebon: 33:20

Thanks, Justin, for joining us. Definitely check out Justin on LinkedIn. you put great content on there all the time, so you're a must follow. thanks, everyone, for joining us. We appreciate everyone's flexibility. I know we're pivoting platforms, which is not always the easiest to do, but this is what happens when you do a live podcast on CS Insider. Make sure you are signed up for all the great content on CS Insider, so csinsider. co. Sign up for the newsletter, you're going to get two action packed emails each week, you can find me on LinkedIn at Roman Trebon. You can find Kevin at Kevin Metzger. We have a customer success playbook page on LinkedIn as well. You'll see which guests we have upcoming, recent episodes, clips from our show, etc. Also check out the podcast again anywhere you find listen to podcast apple spotify. You name it go out check us out listen to the show provide a review feedback Let us know what other great guests like justin you want us to have on and everyone brandon Thanks for having us having us participate in this We really appreciate you and we really appreciate everyone for joining us today this great discussion with justin Thanks everyone