263. Creating Human Connection within a Global Ecosystem w/ Naomi Wheeless

<b>The chance to have an interaction with an actual human being leads to a positive emotional resonance, which leads to more referrals and online reviews. That human connection is invaluable in strengthening how people perceive the entire brand. <br /></b><br /><b></b><br /><b>In this episode, we meet with <a href="https://squareup.com" target="_blank" rel="noreferrer noopener">Square</a>’s Global Head of Customer Success, <a href="https://www.linkedin.com/in/wheeless/" target="_blank" rel="noreferrer noopener">Naomi Wheeless</a>, a remarkable leader who has successfully built and led a diverse team of over 1,000 employees across 10 countries for the past 6 years. We dive deep into how Square achieved a staggering 300% increase in sales by removing intentional friction and delivering a top-notch experience in a complex ecosystem. We explore the power of human connection and its impact on customer loyalty, while gaining insights into managing a massive workforce. <br /></b><br /><b></b><br /><b>Join us as we discuss:</b><ul><li>What customer empathy means and why it’s important</li><li>Whether or not an internal tech team is advantageous </li><li>How Square’s remote transition has lead to a happier and more diverse workforce</li><li>How to successfully manage a team of more than 1,000 employees across 10 countries (tips and tricks)</li></ul><b><br />More information about Naomi Wheeless and today’s topics:</b><ul><li>LinkedIn Profile: <a href="https://www.linkedin.com/in/wheeless/" target="_blank" rel="noreferrer noopener">https://www.linkedin.com/in/wheeless/</a> </li><li>Company Website: <a href="https://squareup.com" target="_blank" rel="noreferrer noopener">https://squareup.com</a> </li><li>Naomi’s Personal Website: <a href="https://naomiwheeless.com/" target="_blank" rel="noreferrer noopener">https://naomiwheeless.com/</a> </li><li>Other Relevant Link: <a href="https://www.chick-fil-a.com/" target="_blank" rel="noreferrer noopener">https://www.chick-fil-a.com/</a> </li></ul>