Dive into the world of executive assistance and client relationships with Chris Ho, Chief Client and Revenue Officer at Athena.
In this episode of Experts of Experience, host Lauren Wood engages with Chris Ho to uncover the intricacies of effective delegation and its impact on customer success.
Learn about Athena's innovative approach to enhancing client experiences and how Chris's leadership is shaping the future of executive assistance. Chris shares profound insights on the relationship between successful client management and strategic delegation, emphasizing the significance of empathetic and intelligent client interactions.
Tune in to discover Athena's transformative strategies in client service and delegation.
If you enjoyed this episode, please rate us on Spotify and Apple Podcasts.
Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1
Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.
Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess
(00:00) Introduction and Focus on Customer Experience (CX)
(01:20) Chris's Journey to CX and Athena's Philosophy
(03:37) Athena's Approach to Matching Executives and EAs
(06:56) Empowering and Nurturing Executive Assistants at Athena
(09:13) Onboarding Clients and the Art of Delegation
(11:11) Adapting Hero's Journey in Customer Onboarding
(16:47) Client Engagement and Tracking Happiness
(20:45) Client-Centric Strategies and Using AI
(24:31) Teaching Clients Effective Delegation
(28:00) EA's Impact on Clients' Lives and Athena's Culture
(30:05) Approach to Unengaged or Unhappy Clients
(32:24) Tracking Client Engagement and Happiness with AI
(39:00) Chris's Personal Experience with Exceptional Customer Service
(41:57) Final Thoughts and Advice for Customer Experience Leaders
#32 Useful Ways To Think About The Relationship Between Customer and Employee Experience
#31 The Monumental Power of Genuine Empathy as a CX Tool
#30 What Are The Biggest CX Mistakes and How To Avoid Them
#29 How To Achieve Championship Level CX with PGA Tour Superstore's CMO
#28 AI and the Driving Experience: Enhancing EVs Through Smart Technology
#27 New Report Reveals Trends and Challenges for the Industry
#26 Secrets to Great Service at Quick-Service Restaurants
#25 How Breeze Airways is Proving You Can Create Superior Flying Experiences
#24 Customer Experience Resurgence: The MoviePass Story
#23 Building Trust in AR: Niantic's Guide to Transparent Customer Engagement
#22 Advice for Harmonizing Business-Customer Relationships
#21 Accessibility in Focus: Fable's CEO Talks Design and Impact
#20 Insights on Prioritizing Customer Experience for Sustainable Growth
#19 The Ultimate Guide to Ecommerce CX
#18 Innovation in Education: Duolingo's Approach to Immersive Learning with Megan Bednarczyk
#17 Rudi Khoury - Empower Your Team, Transform Customer Service: Fisher & Paykel's Revolutionary Approach
#16 Ethan Beute - The Heart of Customer Experience: Human Emotion and Artful Communication
#15 Jim Roth's Masterclass on Salesforce's Customer Success Strategies
#13 Ian Wishingrad: A Masterclass in Branding & Customer Experience
Create your
podcast in
minutes
It is Free
The Commercial Edge: Unleash the Power of People
The emPOWERed Half Hour
HCI Leadership Revolution
Human Capital Leadership
The Power of Music Thinking
BusinessWISE
The Home Service Expert Podcast