Emilia Maria D'Anzica

@emiliadanzica

I help companies build high-impact customer-centric programs & teams across the globe. Obsessed with Customer Experience. Top 25 Customer Success Influencer.

Sonoma County, CA
Vrijeme pridruživanja: ožujak 2008.

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  1. Prikvačeni tweet

    5 ways to shift the Customer Success Mindset from ‘Cost to Profit Center. Hint: Look at the whole customer journey and start with critical moments that will either lead to customer churn or customer growth.

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  2. 5. velj

    Customers just want to be heard. Take a moment to pick up the phone & learn from them. Besides your team, your most upset customers are the ones who matter most because they level up your product & CX. I love being in Customer Success.

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  3. 3. velj

    When I was 22, my boyfriend took me to my 1st football game (49ers at Cow Palace). He woke me up when it was over. Oops.

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  4. 3. velj
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  5. 30. sij

    Our customer success team at is growing! If you are looking for CS leadership, CSM or Support manager role in Boston or San Francisco, DM me.

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  6. 30. sij

    Tone in both written & verbal communication is so important. If you sense a customer is upset, pick up the phone! Back & forth emails between support & customers are a thing of the past. Too much competition out there to find this mode of communication acceptable.

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  7. 30. sij

    You can't make everyone happy. Prioritize and then constantly reprioritize - every single day. Keep your health in check too. Important to remember otherwise you are constantly trying to make everyone happy except you.

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  8. 29. sij

    When you refuse to accept ‘No’ as the answer, and do so in a polite way, I can usually get to a win-win situation. I keep proving it over and over again. Start by asking ‘what is getting in the way? Then, how can I help?’

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  9. 29. sij

    I am working with a client where every conference room is filled with books for employees to borrow. Very intrigued by all the titles...( - your books are here too!)

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  10. proslijedio/la je Tweet
    26. sij

    RIP A basketball legend who used his voice to inspire and promote women. “The most important thing is to try and inspire people so that they can be great in whatever they want to do.” -Kobe Bryant

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  11. 26. sij

    "Most Americans Are Lonely, & Our Workplace Culture May Not Be Helping." A feeling of belonging & mattering is important, especially for remote employees.

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  12. 25. sij

    What Is a Customer Success Manager? Not sure I agree with everything in this article, (CS is a sales role, no matter how much one denies it), but still worth reading.

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  13. 25. sij

    “According to a survey of 200,000 employees, the #1 thing people want is recognition. The same is probably true with our closest personal relationships.”  Worth reading article on the Fundamental Attribution Error—  .

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  14. 24. sij
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  15. 24. sij

    Take Risks and Embrace Change: “The ultimate measure of a person is not where they stand in moments of comfort & convenience, but where they stand at times of challenge and controversy.”-Dr. Martin Luther King, Jr. Thanks, for this timely quote in my inbox!

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  16. 22. sij
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  17. 19. sij

    "Being likable is clearly to be encouraged, it helps on a number of fronts—but it is not sufficient in itself to achieve high performance."

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  18. 19. sij

    I 🤎 idea & agree, --> even if you are remote, set up a Zoom call. Turn on your camera. Invite them to do the same. Suddenly internal conversations change too.

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  19. 19. sij
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  20. 19. sij

    I learned this from (thank you!) & it has stuck with me since. Customers are human beings. Not accounts. When I hear people call customers 'key accounts' it feels like relationships behind the financials don't count. Conversations shift when you can identify with a face

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