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Top 7 TED Talks On Customer Success

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The importance of empathy in customer success

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Top 7 TED Talks On Customer Success

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Don't multitask

Don't multitask

Be present in that moment.

Don't look at your cellphone. Don't think about what you're having for dinner. If you want out of the conversation, then get out, but don't be half in half out.

107

821 reads

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Listen

Listen

The ability to really listen is perhaps the most important skill you could develop.

Why don't we listen?

  • We like to rather talk because when we talk, we're in control. We don't have to listen to anything we're not interested in.
  • We get distrac...

106

591 reads

Use open-ended questions

Use open-ended questions

Start your questions with who, what, when, where, why or how.

For example, instead of asking "Were you terrified?", which will produce a "yes" or "no" answer, try asking, "How did that feel?" They might have to think about it, but you'll get a much better response.

115

762 reads

Stay out of the weeds

People don't care about the little details you struggle to remember. The names, dates, years, they don't care.

What they care about is you. What you're like, what you have in common.

101

674 reads

Don't pontificate

Enter every conversation assuming you have something to learn as everybody is an expert in something.

A true conversation means setting aside your personal opinion. In sensing this acceptance, the speaker will become less vulnerable and more willing to open up.

115

823 reads

Be brief

A good conversation is brief enough to retain interest but long enough to cover the subject.

103

704 reads

If you don't know, say that you don't know

People on the radio are more aware that they're going on the record and will be more careful about what they claim to be an expert in.

Do the same. Err on the side of caution.

103

638 reads

Don't equate your experience with theirs

If they're talking about losing a loved one, don't start talking about the time you lost a loved one. If they talk about the trouble at work, don't tell them about your own troubles at work. It's not the same.

The conversation is not about you. You don't need to prove how amazing you are or...

125

600 reads

Go with the flow

We may listen to someone who talks for several minutes, and then thoughts will pop into your mind and draw your attention away from the conversation.

Stories and ideas will come to you, but you need to let them come and let them go.

105

680 reads

The art of conversation

The art of conversation

We live in a world where every conversation can turn into an argument. Pew Research found that we are more polarised, more divided than we have ever been in history. It means we are not listening to each other. 

A conversation requires talking and listening, and somewhere we have lost the b...

108

863 reads

Try not to repeat yourself

Try not to repeat yourself

It's condescending. It's boring. Yet we all tend to do it a lot, especially in work conversations or with our kids. We have a point to make that we keep rehashing. Don't do it.

105

624 reads

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Don't Multitask

  • When we try to do two things at once that both require our attention, it’s really hard to do either of them well
  • Think of it this way: You only have one flashlight. Not two. Not three. And your one flashlight can only ever be shining at one thing at a time
  • When you’re trying ...

Speed Up Self Knowledge: A Great Conversation

We can get to know ourselves by conversing with others, but not how we think a conversation should be. The key to a great conversation is asking the right questions and then listening well.

Some examples: Think about what flaws of yours you want to be treated in a bet...

Don’t Multitask

Be fully present at what you doing, else you’ll find yourself at home thinking about work, and at work thinking about home.

Multitasking hurts your performance in all involved tasks, so schedule things in a way that you don’t have to do it.

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