Jon Johnson is an incredible human. You've likely heard of him as part of the Unchurned BS & CS podcast series in which he shares some of his incredible background and upbringing on a recent episode. Not only is Jon an incredible CS leader, he is also a fantastic musician and writer, which are both topics we discuss as part of our conversation. I had the pleasure of spending this hour+ with Jon a few weeks ago where we begin by talking about music. I present Jon with a quick game of 'this or that' album. After that, it was time to get down to business discussing a variety of amazing topics: The interplay between human & digitalHow digital is the empowerment of a CSM and the customer journeySegmentation by behavior & usage based personasThe loss of humanity in Digital Digital makes up the 80%, but the 20% human engagement is what makes a digital motion successfulUsing the time that you have with your customers effectively and maximizing for building rapport and relationshipsWorkplace trauma,  mental health, emotional intelligence in leadership and building REAL relationships in businessHow a one-size-fits-all approach cannot fit all customersYour digital program can be 1:1. “Personalization with a Purpose”Jon's tactical approach to building a digital engagement strategyEnjoy! I know I sure did... Jon's LinkedIn: https://www.linkedin.com/in/jonwilliamjohnson/ Measure Over Method Newsletter: https://measureovermethod.com/ Wild Coast (Jon's Band): https://open.spotify.com/artist/17TwPEUjOWx4BESKVsqrPK Unchurned Podcast: https://blog.update.ai/blog/category/unchurned-podcast/ Resources: Principles by Ray Dalio: https://amzn.to/3Ncg2FoShoutouts: Jon's CS Team at PendoErica Akroyd: Work from Anywhere: A Haworth Connect PodcastExplore the world of work, space, design, and all the ways we get things done.Listen on: Apple Podcasts   Spotify Support the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic