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Curious about how empathy can revolutionize customer experience and support? Join us as we sit down with Lauren Eimers, a therapist-turned-customer-experience expert, who shares her unique journey from counseling psychology to the SaaS industry. Discover why empathy is an untrainable yet essential skill for success, how it should be a core consideration in hiring, and the transformative impact of mentorship for women and newcomers in tech. Lauren also discusses the complexities of measuring impact through metrics and the holistic approach needed to truly understand and improve customer experiences.

Ever wondered how interconnected your company's departments really are? Lauren likens customer support and success teams to a terrarium, where every department must work symbiotically to enhance user experience and reduce churn. We dive into the emotional vulnerability of customers and the crucial need for support teams to be involved early in product development and marketing. This integrated approach ensures a holistic feedback loop that not only solves problems but also fosters a supportive and empathetic environment for both customers and internal teams.

Don't miss our exploration of the unexpected ripple effects of support roles and the power of community-based mentorship. Lauren emphasizes the importance of creating supportive spaces where vulnerability is welcomed and growth is nurtured. We discuss how senior leaders can learn from younger mentors through curiosity, transforming defensiveness into opportunities for collaboration and understanding. Ultimately, the episode underscores the immense value of genuine human connection in customer support, advocating for intentional, meaningful communication that drives positive change within communities. Get ready to be inspired and empowered to be the change you seek!

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“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama