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Los Angeles Customer Success
Professionals
FIST BUMP
THANKS
@Palumbo #LASuccess
Who is this guy? And why should we
listen to him?
Joseph PalumboCustomer Success Leader
Social Engineering
For success
*Not needed for every customer
**strong onboarding program means you won’t need to social engineer
And at Atlantic City it’s enough if you can just get them to listen to you. I do the same act, but it’s a different type of performance. It’s much more instructive because they don’t know where the laughs are in my act because it’s not “Two men walk into a bar— bum bum bum, punch line.”
Apatow, Judd (2015-06-16). Sick in the Head: Conversations About Life and
Comedy (p. 6). Random House Publishing Group. Kindle Edition.
Of all the problems a CSM needs to solve…
Of all the problems a CSM needs to solve…Communication
What is Social Engineering?
What is Social Engineering?
What is customer success?
Identify criteria for success Plan for achieving that success Achieve favorable outcomes
Customer Success is…
Lower Churn Higher Revenue Higher Customer Loyalty
Customer Success gets you…
30 rules for being 30
1. say what you want
1. say what you want
2. spend a lot of f*cking time figuring out what it is that you really want!
before you make customers Successful…
really Define success
communication
Customers aren’t always willing (or capable of being open/honest w/ you)…and that’s
where social engineering comes in
What is Social Engineering?
Social Engineering (noun)(in the context of information security)
the use of deception to manipulate individuals into divulging confidential or personal information that may be used for fraudulent purposes.
Social Engineering (noun)the use of centralized planning in an attempt to manage social change and regulate the future development and behavior of a society.
Social Engineering (noun)the use of centralized planning in an attempt to manage social change and regulate the future development and behavior of a society organization.
1. general rules 2. Email 3. Phone 4. Face
the basicsGeneral practices
Simple Unexpected Concrete Credible Emotional Stories
Simple Unexpected Concrete Credible Emotional Stories
KISS
Keep It Short & Simple
hyperconnected world
Attention spansAttention spans
Attention spansAttention spans
Attention spans
Attention spans
Simple Unexpected Concrete Credible Emotional Stories
Joseph PalumboCustomer Success Leader
Blog posts Talks Certifications
Simple Unexpected Concrete Credible Emotional Stories
4 steps to social engineering attack1. info gathering 2. Establish relationship/rapport 3. Exploitation 4. Execution
https://new.social-engineer.org/framework/attack-vectors/attack-cycle/
4 steps to social engineering attack1. info gathering 2. Establish relationship/rapport 3. success strategy 4. Execution
https://new.social-engineer.org/framework/attack-vectors/attack-cycle/
4 steps to social engineering attack1. info gathering 2. Establish relationship/rapport 3. success strategy 4. Execution
https://new.social-engineer.org/framework/attack-vectors/attack-cycle/
Know your customer
+ educational background + Professional background + civic organizations + Family & hobbies + political views + Accolades
“After extensive analysis, my target audience is men, around
my age, who are me.”
Screenshots and Links + Linkedin + Social Media + Blogs & videos + press releases
The most important equation for Customer Success
Right Message + Right Time
How can you use this information to your and your customer’s benefit?
4 steps to social engineering attack1. info gathering 2. Establish relationship/rapport 3. success strategy 4. Execution
https://new.social-engineer.org/framework/attack-vectors/attack-cycle/
FBI’s Friendship formula
FBI’s Friendship formulaProximity + Frequency + Duration + Intensity
FBI’s Friendship formulaProximity + Frequency + Duration + Intensity
How strongly are you able to satisfy another person’s psychological and physical needs through verbal and non-verbal communication
FBI’s Friendship formulaProximity + Frequency + Duration + Intensity
Creating Value!!!!
Reciprocity
give them something other companies won’t give them…
Exonerate your customersgive them the freedom of not knowing
Smart people, don’t like to feel Dumb
People like to learn, not be taught
Blame the technology, take their ego out of the equation
watch your pronouns
watch your pronouns
“You should do…
watch your pronouns
“You should do…
“I think doing ____ would optimize the process
What’s the headline?
What’s in it for the customer?
Call with a purpose
Call with a purpose value
Save/Make MoneySave Time Simplify their lives
3I try to keep my email to 3 short sentences.
People don’t like to read long, complicated sentences.
End with a point or question.*
*Otherwise known as a call to action
1. What we talked about 2. What actions 3. When will talk again?
Communication -> Action
Write in the active tense!
the Phone
Get info without asking questions
People have a need to be right, but a stronger need to correct others
Presumptive Statements
Presumptive Statement
I’m sure your boyfriend isn’t happy your out
tonight
Yes
Confirms she has a boyfriend
I’m sure your boyfriend isn’t happy your out
tonight
NO!!!!
Confirms she has a boyfriend
I’m sure your boyfriend isn’t happy your out
tonight
I’m sure your boyfriend isn’t happy your out
tonight
I don’t have a boyfriend
:)
Practice when Shopping
How much is this one? $150
Markup must be at least 150%
No, only 50%
Then your 10%
commission
I only get 5%
Too bad you don’t have the authority
to discount
I can give a 10% discount
get past the gatekeeper
Make friends with the Gatekeeper
call off hours
When they answer…
When they answer…URGENCY
get right to business
“I only have 5 minutes”
Listen
“I need your help”
what works for you?
Face To Face
learn how to read body language
Eyes Lips Feet
ELF
Isopraxism
CustomerSuccess
CONGRATULATIONS!!
