Introduction
Embark on a transformative journey with Maribeth Baldassarri, Cloud Customer Experience Lead at Google. Maribeth shares invaluable insights into trust-building, authenticity, and the profound role of empathy in the realm of customer success. Discover the strategies that set Google apart in customer relationships, focusing on delivering promises, avoiding empty commitments, and fostering genuine connections with customers.
Maribeth Baldassarri - Cloud Customer Experience Lead, Google
- Do what you say and say what you do – Empty promises, poor follow up and over selling yourself doesn’t build trust. Don’t just say what the customer wants to hear.
- Be empathetic, don’t just show empathy – walk in their shoes, understand how issues/challenges affect them personally (e.g. single parent) and professionally (e.g. MBO/bonus).
- Trust builds when you show up – Be there in good times when all is well and in bad times where there are issues in production. Even if you don’t have all the answers, being there to support and help goes a long way in building their trust in you.
About Maribeth Baldassarri
Motivated, energetic customer success manager with over 20 years of experience building and cultivating executive relationships. An effective communicator skilled in understanding business drivers, goals and objectives to deliver industry leading customer support to all levels within the customer organization. A proven leader who promotes the concept of teamwork, creative thinking and cross organization collaboration.
Specialties: strategic thinking, customer advocacy, executive relationship building, cross organizational collaboration, support renewal contract management
About Company
A problem isn’t truly solved until it’s solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.