{"href":"http://player.captivate.fm/services/oembed?url=http%3A%2F%2Fplayer.captivate.fm%2Fepisode%2F531d767d-324e-4fa6-891b-0a86536fabae","version":"1.0","provider_name":"Captivate.FM","provider_url":"https://www.captivate.fm","width":600,"height":200,"type":"rich","html":"","title":"Jo Massie from Slido on shaping a curious and empathetic customer success team","description":"It\u2019s a tale as old as time: \u2018the customer comes first\u2019. Unless you\u2019re in retail or hospitality, and the customer is right there in front of you, it\u2019s easier said than done! When you\u2019re working with clients and partners over email or the phone every day, it\u2019s easy to forget that you\u2019re dealing with real people.\n\nThat\u2019s where our guest today comes in. Jo Massie is the VP of Customer Success at Slido - that\u2019s right, success, not service! Leading her team of Customer Success Managers, or CSM, Jo ensures every customer interaction is meaningful, delivers value and provides an unbeatable customer experience.\n\nAt the heart of this mission is understanding that not all customers are the same. By listening carefully to what their customers are trying to achieve and engaging with them throughout their journey, the CSM team can be proactive when their customers\u2019 business objectives change.\n\nJo believes that if you focus on the success of your customers, the rest will follow. This passion hasn\u2019t gone unnoticed: in 2018, Gainsight recognised Slido for their Voice of the Customer programme as being among the best-in-class across the European region.","thumbnail_width":300,"thumbnail_height":300,"thumbnail_url":"https://artwork.captivate.fm/f980eae5-e9aa-436f-8285-b60035464418/The_Entrepreneur_Project-v6.jpg"}