#CSH Episode 10:

⏱️ Timestamps:

00:00:03 - Intro

00:02:44 - The shift from company-first to personal-first

00:06:27 - The power of sharing failures and lessons

00:10:26 - The importance of knowing your why

00:16:07 - Confidence, authenticity, and staying real

00:20:16 - Handling criticism and staying resilient

00:22:11 - Optimizing your LinkedIn profile for impact

00:28:37 - The underestimated power of commenting

00:32:42 - Aligning content with your personal goals

00:34:01 - Stretchy pants

📺 Lifetime Value: Your Destination for GTM content

https://www.lifetimevaluemedia.com

💁‍♀️💁‍♂️ Connect with the hosts:

Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/

Kristi's website: https://www.kristifaltorusso.com/

Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Key topics: personal branding, career tips, social media, content creation

[Kristi] (0:03 - 0:51)

What is your sweet spot? What is the things that you know to be true? If you're working in a high engagement model and building relationships and working with large enterprises, is your jam?

Talk about that. Do not try to be everything to everyone. Figure out what your voice leans into and then just go on that.

Hi, everyone. Welcome back to the Customer Success Hotline. You've got your favorite CS personalities, Kristi and Stino.

We'll give you a ring, ring, ring, ring, ring because Dillon loves that so much when we do that. So I will just keep doing it because he hates it. Anyway, Stino, how are you?

[Stino] (0:52 - 1:01)

I'm doing amazing. It's Friday, the weather, it stopped raining. It felt already a year like crazy.

[Kristi] (1:01 - 1:09)

I'm already planning for Q4 of 2025. So as far as I'm concerned, the year is just about over. Getting ready to put the Christmas tree back up.

[Stino] (1:09 - 1:10)

I'm looking forward to 2026.

[Kristi] (1:10 - 1:23)

I, like most people, and I'm sure yourself, I'm talking so many quarters out that I'm like, the year does feel like it's already going by so quickly.

[Stino] (1:23 - 1:41)

What happened? I felt like last week that we counted down for New Year and then all hell broke loose. I think it's funny that we're always like, New Year, fresh, clean slate.

But it's basically 10 seconds of yay. And then same shit happens.

[Kristi] (1:42 - 2:05)

Yeah. Yeah. Everyone's very well-intentioned, right?

I just kind of framed it that way. But we've got a great question for today. And this one I like because, listen, you know me, I am here for customer success content all day long, but I don't hate not talking about just customer success.

So today's question, and Stino, forgive me, I forget who asked the question.

[Stino] (2:05 - 2:08)

The question is from Yoti P.

[Kristi] (2:09 - 2:10)

Okay. Very good.

[Stino] (2:11 - 2:13)

They didn't give their last name.

[Kristi] (2:13 - 3:57)

It's just P. That's okay. We like that.

It's partially anonymous. I like that. Okay.

Keep them guessing. Okay. So the question for today is how do you build your personal brand?

And, you know, I'm going to just start by saying, I love this question because everyone should be thinking about this. I think so long ago, people were focused on my LinkedIn profile should be an extension of my company and the brand that I work for. And I can't tell you, I ditched that mentality years ago, years, years, years ago.

And I have been focused, I would say probably since 2018, on just building my brand and my voice and using my social media, because that's what it is, especially if you think of like your LinkedIn to represent you, it should not be your LinkedIn to represent your company. That doesn't mean you can't talk about your company. You can't support and promote.

And if you're doing cool, innovative things, yes. Use your platform as you see fit, but you have to build who you are, your voice, it's an extension of you. So Stino, let's get into this.

When you think about building your personal brand, which I will say, you have done a great job of in a short period of time. What were some first, let's start with the why, the why for you, right? Why was it important for you to start to build your voice and build your brand?

We will talk a little bit about social media probably as like the center point of this, but it does extend far beyond subscribe your LinkedIn profile, right? Building a brand is so much bigger than just your LinkedIn, but let's just start with your why. Why did you want to go this route of establishing the famous Stino out there?

[Stino] (3:58 - 6:27)

I'm now even close to the level of famous as your level of, like you are. And that's one of the main reasons. And this is not like, well, it is, let's be honest.

It is. This is my love letter to you because one of the main reasons that I wanted to build that personal brand was that you, that is no secret. Everyone knows that you are my mother of CS.

You're the mother of CS. You're the founding mother. You're the godfather, like whatever you want to call it.

I saw you were one of the first. And again, I sent you that message a couple of weeks earlier where we first got to meet online where I was like, oh my God, she's so fun. And I was like, oh my God, she is the real deal where I was like, oh my God, I knew I'm green.

Like, oh my God, we're both nominated. Congratulations. And when I followed your content for quite some time, I was like, oh my God, no, what did I do?

So the major reason why I wanted to build extremely on my personal brand at the end of 2023 at the beginning and throughout 2024 and now is I saw these amazing content creators that were giving so much back to the community for free. Ideas, strategies, advice, the willingness to jump on a call, all of these amazing tips and tricks, a love with a great meme or a personal story. And it was that content that made me feel seen.

It was that content that didn't make me feel alone. And that was one of the major reasons why I was like, let me also give back to the community that gave so much back to me. And then the second part of it, I really thought that there was no really content that I saw that was very specific for CSMs or up and coming CSMs or like people that just wanted to know more or were experienced with their first.

I saw a lot of content. If you were already in the field for quite some time and you were more busy with that strategy, not that much with the beginnings of customer success. And I was like, there is where it all started.

Like the, if you are doing your first onboarding, this is what you want to do. If you're doing this for your first and then started with that. And now I'm in my fuck up era.

And I think I'm going to stay in that fuck up authenticity era for quite some time.

[Kristi] (6:27 - 10:26)

I mean, that's the sweet spot I will say is like when you get to a place where you feel comfortable enough to just try things and make mistakes and just figure it out. It's where the most growth happens. So I love that for you.

Go on that journey, embrace it, share the stories. They're the best. All right.

I feel like compelled to share a little bit about my why too, because I feel like it's important. We shouldn't just be building brands because somebody on LinkedIn said you should build a brand. Let's all pump the brakes.

You have to have a why you have to have a deep why, because your why is what will drive you to be consistent, to show up, to do the work, because let's also not kid ourselves. I will not openly on a recorded line, share with you all how much time I actually spend on content creation because it is obscene. It's obscene because I'm not just creating content that you see on LinkedIn.

Like the volume of content I create for all of the different channels and everything is, and I have so much more coming, but it's a lot. So you have to have a, you have to have a why, because if you don't have a why it's going to make it impossible for you to be consistent and to show up and to really build an authentic brand that scales. So let me just be very clear on that.

So my why I'm going to rewind a little bit further back. So I've been in customer success now, traditional SAS B2B customer success since 2012. So this is my 13th year doing this.

And when I started, there was nobody sharing. There was no advice. You couldn't go and find a template.

You couldn't find a guide. You didn't have podcasts. You didn't have influencers.

You had nobody, you know what was happening. You had the San Francisco Silicon Valley legacy, SAS CS leaders who were sharing amongst themselves in a very clicky. And listen, I know some of you are my dear friends now, but you guys were not very friendly and very open to helping the rest of us.

Then you kept all your goodness in San Francisco. So I didn't have anything. And I wasn't coming from a SAS or tech background.

I came from marketing. I spent 10 years in marketing and I didn't even know how to spell SAS. I was like, I don't even know what I'm doing here.

I felt like the dumbest person in the room every single time. The only thing that I had was like, I will work harder than everyone in this room. So that was my thing.

I will be the hard worker. But what I decided to do a long time ago was that if I ever was afforded the opportunity to help make sure that others did not have the same experience I had, I would do that. Right.

I would commit to that. So then you fast forward a little while, 2017, 2018, I felt like I knew a little bit more than I did before. I'm like five years in.

I'm like, I think I have some things to say now. And so I started to share on LinkedIn and I will tell you at this point, there still was not a lot of people sharing. So I started doing podcasts.

I started sharing some things. I was doing webinars and I just felt even with the minimal engagement that I had and the few followers that I had, I was giving because if somebody, one person found any piece of value in anything I was putting out there, it was worth the creation. It was worth the time to just help one person.

Now, you know, fast forward, everyone is so hung up on these vanity metrics, right? How many followers, how many likes, how many engagements? Let me tell you guys something.

Also get rid of that. Stop thinking about that because if you have a hundred impressions on your post, think about a room filled with a hundred people. That's big.

You would die for a hundred people in a room where you can share an idea. So you got to get off of this. But my why was tied to that.

It was tied to a place of selfless giving where I said, I want somebody to not have the same experience I had. I want somebody to fail a little less than I failed. I want somebody to cry a little less than I've cried.

I mean, I just, I wanted better for the future. And that's my why. And I'll tell you when you have something that you can connect to so deeply, it makes it easy.

Not easy. I guess easy is the wrong word. It at least drives you to be consistent and to show up and it kind of fuels who you are.

So I'm going to start. That's my why.

[Stino] (10:26 - 10:39)

I thought you were going like the Lady Gaga quote. There could be one hundred people in the room, but they did only one Bradley Cooper to cast you. I was like, where's she going with this?

[Kristi] (10:39 - 10:48)

For my bestie who loves Bradley Cooper, she only needs one. She is, you know, I'm like, listen, Laurie, you need to calm it down. I'm like, you are too grown to have this big of a crush on a man.

Okay.

[Stino] (10:50 - 10:53)

Well, Bradley Cooper, free pause, whole pause.

[Kristi] (10:54 - 10:57)

I won't give my list of who makes my top list.

[Stino] (11:02 - 12:18)

Let's back to the topic. The main question that I sometimes get when I jump onto calls, because that's also something that I love to do, is like people that are like, can we meet up for a chat? Sure.

Fifty minutes. Give me the reason why. And let's just hang out for 50 minutes.

That's what I love to do as well. And one of the questions that I get, like, how do you start? What is the guide to start?

But the thing is, for me, it was like, I have a feeling I have something to say. I put it out on LinkedIn in my way that I feel I need to write it out and post it. There is no written guide on how to be a content creator or a personal brand builder or an influencer or however you want to call it.

It's your page. It is how you want to present yourself into the world. And I love to say a lot of shit, fuck and swear words and B words and whatever words.

But that is me. That is me. And I'm not trying to change myself whatsoever because it are my beliefs.

It are my opinions and it is my page. And if you don't like it, get away from it.

[Kristi] (12:18 - 12:19)

Yeah. Yes.

[Stino] (12:19 - 12:21)

It's my content. Yeah.

[Kristi] (12:22 - 14:14)

I would say, listen, if you're somebody who's getting started out, I would say, first things first, figure out what is your brand? What is your brand? Who are you?

What do you have to say? Is there a specific niche that you're really strong in? For me, I will say it became traditional customer success and leadership.

That was my thing. I was able to go from a CSM to a CCO in 10 years. That's kind of my thing.

I've been in organizations where I built, scaled and transformed. I had a very interesting story of diversified experiences. And I felt like having seen and done what I did, there were so many learnings woven into that, that I felt like compelled to share it.

So I also figured out what my brand was. I am not the expert and I'll be all in professional services. I am not an expert implementation.

I am not a sales leader, right? So I like, yes, I could do the sales motions, but figure out what is it that you feel? What is your sweet spot?

What is the things that you know to be true? If you're working in a high engagement model and building relationships and working with large enterprises is your jam. Talk about that.

Do not try to be everything to everyone, figure out what your voice leans into, and then just go on that. I would say the other thing here, lean into your experiences. People love personal stories built on experience.

Nobody wants you to go and read a blog and regurgitate it. You have real work that you've done good or bad. And listen, I have failed probably more than I have succeeded.

So it's okay to lean into all of that, but it's the experiences. So figure out what is it that you, what's your thing? And then talk about it through the lens of your stories, because that is what builds a personal brand.

That is what builds the ability for people to connect to you because that's what it is, right? This is social media. People want to feel connected to a person who is a real authentic person, who has got experiences and real value to share.

[Stino] (14:14 - 14:21)

Yeah. And on top of that, I do believe that your brand can shift a little bit along.

[Kristi] (14:21 - 14:23)

Oh, it can evolve as it should.

[Stino] (14:23 - 16:07)

Yeah. As you're building out, because for me, it was starting out with everything you're first, but there are only so many firsts that you can do in your life. And then I switched it over to like fuck ups.

And luckily, indeed, like you said, I fuck up more times than I succeed. So that is indeed now a little bit my area of expertise, because I love to fuck things up. But also there, those vanity metrics are super dangerous, because sometimes a post gets picked up and you're like, oh my God, and then the likes or the comments or the messages that you get.

And then another post that you're super feeling strongly about that you think, oh my God, this is the best shit that I've ever written. And it only gets 10 likes. You're like, I'm done.

And you try to represent the post, to replicate the post that did get much traction. Don't do it because a lot of people will see the post, but maybe aren't reacting. I can't also count the times that I was on a call or I had a guest on a podcast where people were like, oh, I saw that post.

And in the beginning I was super paddy. And I was like, well, so why didn't you like it? Why didn't you interact with it?

But people see it. People remember you or will remember you if you are staying authentic throughout the entire time and staying just true to yourself. Because at the other hand, controversial, fuck personal branding.

Just be you. That is the best personal brand that you can have. There is nothing to build.

You've been building it from the time that you saw the light of day. So that is your personal brand. It's that that you want to translate into something that is called social media.

[Kristi] (16:07 - 17:55)

I think that's such a valid point. And I'd say, I'm going to anchor on this and say, there is a level of authenticity that is required for you to have a brand. So if you are not somebody who is comfortable with yourself and you don't know who you are yet, it is going to be very difficult for you to build a brand around that.

You know, one of the things that I love about you, you know, is like you are the same person on LinkedIn, on our podcast, in person, in all your writing with your customers, the continuity on the experience that you provide around who you are is unmatched, right? Like I definitely, I have formal executive Kristi, I have LinkedIn Kristi, I have, you know, leader Kristi, who's also not the same. I have all of the different versions of myself with still the same authentic voice, but I show up how I need to in different situations and settings.

You have to be able to be authentically you though, and figure out what that means. And I feel like that comes with a level of confidence that you have developed and don't You're not born confident or not confident. Confidence is a skill and you can build it.

I will tell you, if we thought about me 20 years ago, putting me on a stage in front of a thousand people, 5,000 people, I would have thrown up all over myself. I would have stuttered, stammered and ran off the stage. It just would have been a hard no for me.

Okay. Now all I want to do is captivate an audience and share my stories and get in front of the biggest group I can. And that's because my confidence has grown over the years because I've gotten very clear on who I am and what my story is.

And it's based on my truth. So try to figure out who you are, because that is going to translate in every way that you show up. So that, that, that authenticity, I think is really important.

[Stino] (17:55 - 20:15)

And on the confidence piece, also in the beginning, and again, linking back to those or like people disagreeing with your views. Take that, because that is the discussion that you want to unlock. Because that is also the, one of the reasons of my why I'm here to pretend that I have all the truth.

I have the holy grail. I'm a strong believer that if we all work together in our community, that we can get as close to the holy grail as we can. So put out those posts and go into conversation.

I'm not seeing discussion, but go into conversation with someone who has alternate views than you, because it helps you grow as a person. Because for me, having this brand on LinkedIn has been the best way in scaling and scaling myself up in my experience, because I share my fuck ups and then maybe other people will share their fuck ups. And I can take a little bit of this and a little bit of that, a little bit of this and throw it all together and make it something that works for me.

So also there in the beginning, you will not feel very confident. And especially in the beginning, when people are replying to your posts and alternate views, don't let that throw you off, because it will get better and it will help you get better further down the line. And if you receive dumb messages as well, because the moment that you gain more and more traction, there is hate involved.

I would say that it's not that way, but like the amount of messages every week that says to do something to myself, or that I don't have a voice because I am a rainbow unicorn whatsoever. In the beginning, it threw me off as well. And then I slightly altered the voice of my posts, but also there, it means that you are seen by people and were maybe jealous of you.

So also, if you're building and people are trying to get you down, you will only get stronger. And I know it's a fluffy thing to say, but you have this amazing community of people that do support you silently, or not so silently, and just use the flipping middle finger to douse haters.

[Kristi] (20:16 - 22:11)

You know, that comes back down to confidence, right? You have to be so secure in who you are in order to navigate that. All right.

Let's give people some tactical advice here, because I'm sure they're like, okay, cool, cool, cool. Fluffy, fluffy, fluffy, know who I am, be authentic, have a why. How do I actually go and build a brand?

Sino, Kristi, advice. Okay. So let's give some practical, tactical things that you can do.

We'll use LinkedIn as the framework, because I feel like it's where professionals in our space are probably looking to establish their voice. It's an easy way to get things out there. So I'm going to start by saying, let's start with the aesthetics here and like just a look, right?

When you go to your LinkedIn profile, there's a couple of things I'm going to give you some advice on. One, make your banner a representation of who you are. If your banner right now, and I'm talking about that big banner at the top of your LinkedIn profile, if you don't know what I'm talking about, it's the big visual at the top where your little photo sits on top of.

If your banner today is your company logo and some like tagline about how your product changes the universe, change your banner, right? That is the first thing that people see when they get to your profile. So let's go to Canva.

If you don't know what Canva is, I don't, why are you even listening to this podcast? Go get the free version of Canva. It doesn't even cost you a dollar.

Although I will say Canva and the paid version of Chachapiti are like the two best investments. I take my all day every day, but Canva is free. You can get a free version of Canva.

Go type in LinkedIn banner and it will give you a hundred thousand templates. Okay. Take a template, pick some colors that you feel like represent your aura.

Put your name on it. I don't even, you don't need to have a tagline. You don't need to have a slogan.

Let's just start with the basics. Just make sure that your banner is a representation of who you are and what you want to tell the people who come to your profile. So I'm going to start with that.

So, you know, that's my tip one, banner. What's yours? Go.

[Stino] (22:12 - 23:14)

Number two would be, if you don't, inspiration for a post, if you don't know where to start, think just about like previous experiences. What is the latest experiment that you did? What is the latest win that you made?

What is the latest loss that you or fail that you've experienced? Write it out like you would explain it to a friend or like to your partner or to a loved one where you're like, Oh my God, we're trying to do this at the company and this failed because of this and this. And if you feel strongly about it, that is your story to tell.

And that is what you want to share to the public. So if you don't know what to write, think about experiences in the past that you feel very strongly about, write it out like you would explain it to a loved one, a friend, whomever you want to explain it to. And that is your first post.

And then you can build forward upon that one. Because for me, that worked the best way to really go and self-reflection a little bit, use LinkedIn as a diary, because again, that is the best starting point. Again, how to explain what you've experienced in your job.

[Kristi] (23:15 - 23:30)

I would actually love it. If someone now has their entire posts on LinkedIn, start with dear LinkedIn. And then they just start to write something like I, I would be here for that.

I would love that format. Well, that was like 5,000 years ago. So I can't even remember what I wrote yesterday.

[Stino] (23:31 - 23:32)

Okay. Okay.

[Kristi] (23:33 - 24:24)

I'm giving you another tip. We're just taking on LinkedIn profiles right now. Please go update your photo.

If I can't see your face, if it is blurry, if it is a picture from your prom, please, can we just take a minute? It takes you seconds. Our phones are like, they are professional cameras, right?

This isn't like the first camera phone that I had. That was an external one. You had to plug in the bottom of your phone cameras are amazing.

Get a picture, use a filter if you need to clean it up, but make sure that your picture is a clear shot, a clear current shot of you with just, come on, just give me full face. I don't need a background. You need to be laying on a couch.

That's not like a, we're not, this isn't a photo shoot, but just make sure that you have a clear photo of you. Again, this is a, it should be representation of who you are. Please like it takes you seconds.

Take a photo, please go, go get a nice photo.

[Stino] (24:24 - 24:30)

And on that note, also don't use those AI profile pictures because those are scary as fuck.

[Kristi] (24:31 - 25:11)

So if you're building a personal, I can't, I can't say that because I actually know a couple people that have AI photos and I know them in real life and they're like personal friends of mine. And I'm like, damn, Nope, that, that picture is you. You can't convince me otherwise.

So I do feel like there are some, I don't know the names of which apps they use. So there are some, but I will say there are more junky ones than good ones. So be careful if it gives you like different eyebrows and a different mouth and new teeth.

Although if you need new teeth, maybe that's not the worst idea, but be careful. Don't use a photo that does not clearly represent you at least 95%.

[Stino] (25:11 - 26:13)

Another tip that I want to give is having your bio straight. You know, the, I'm talking about the bio just under your profile name. So you have the banner, the headline, the headline, would also be a good one to update because that is something like having that entire section, by the way, which company that you work for, if you want your education on there or not, like all of these small tweaks, those are the first impressions that people are going to see.

So write something fun. This is what, even if you don't want to write it on the picture banner, you can write it in the headline. I'm passionate about X, Y, and Z, or you can find this on my page or you can do, have that run right now as well.

And you have great examples of people that are doing it. Basically any one that produces content on LinkedIn, I think I love the way that they present their headlines. Because again, if you're trying to connect with someone, it's also the first thing that you will see.

So also there, put some like time and effort in constructing those ones.

[Kristi] (26:14 - 27:32)

I think it's a great one. I'm going to take it further down the page. So if you don't have something thoughtful about you and your about you section, that is an entire wide space.

Big, I think you could put like 1200 words or something crazy in there. I don't know what the word limit is, but this, you get to tell everybody who comes to your page, who you are, what your experience is, what you've done, what you want to do, whatever you want to tell them. You have a full area dedicated to telling anybody who comes to your page, all about you.

Use it wisely and don't make it about who you are through the lens of the company you work at, right? Like it's not about where you work or what you do. It's who you are.

It could even be aspirational. What do you want to be? Put it out there, but use that space wisely.

I see that misused all the time. Either people don't have it filled out or they haven't filled out about, it almost feels like a resume where I'm like, no, bro, scroll down. That's what your job listings are there for.

You don't need to repeat that. It's a unique space. Use it to convey information about you that can't be found in other areas of your profile.

I don't care. Don't, please don't tell me again where you went to school. Don't tell me what companies you work that because it's already on your profile.

So use it to put unique content that you want to share.

[Stino] (27:33 - 28:37)

Also the last step, use a format that is most comfortable for you. If you already love making tech talks on your private page, try, if that makes you feel comfortable, try to do the same on your LinkedIn page. If it's more like storytelling via an image, do it.

Completely written out blog articles, do it. Try to find a style that works best for you. For example, I love to be taking weird pictures or like having those mostly insane tech talks, which I found Brittany as my soul sister.

And she started it all having those funny tech talks, like try to find something that feels comfortable for you. And that links back to that authenticness, because if you love doing it, something outside of LinkedIn, pull it in. We we're all doing it.

We love running. We love sporting. I love to do Zumba.

And that's why we always link it back to who we are and how we translate that to our profession or what we're trying to do in our day to day life. I would say that would also be one of my main tips.

[Kristi] (28:37 - 29:40)

Okay, let's get back down to content. So we talked about posts. I'm going to flip it on his head and tell you, if you are somebody who is just getting started in trying to create your brand, trying to find your voice, start with commenting, please.

Like the best place to start. And I cannot stress this enough. You do not have to be so bold to go out there with your first post.

If that is not something you're comfortable with yet, there is so much wonderful content out there for you to engage with. So as you're trying to find your voice, use comments on people's posts. If somebody has a thought provoking piece of content out there, share your thoughts and opinions in the comment section.

I do not mean go there and be like, love it. Couldn't agree more. This is great.

That is trash. Do not do that. Go share, have an opinion.

Okay, that's where your brand comes in. Have a voice, have an opinion. And feel free to disagree.

I feel like people like I, I look at my comments sometimes and I'm like, okay, well, is there anyone that disagrees with me? You can disagree with me. I'm not right.

I don't know. Feel free to have an opinion.

[Stino] (29:41 - 29:46)

You are the godmother. You are like the basically gods.

[Kristi] (29:47 - 30:52)

Can you stop? You're not good for my marriage because you hype me up so much. My ego is so big.

I walk around this house and my husband's like, all right, pump it down. Like, I'm like, no, Sino said that I'm amazing. So yeah, but at home I don't get to be the customer success queen at home.

I have to be the wife, the mom, the cleaning lady and the cook and the, you know, all the things. Okay. But start with comments because I feel like that's an easy place for you to go.

And I will tell you, I have built so many friends with people I wouldn't otherwise know just from them commenting consistently on my posts. There are some people who I'm like, I feel like I know them so well just from the engagement that we have on each other's content. And it is, we've never had a call, but they're posting every day.

And we have a dialogue and we have banter and we let there's emojis and gifts and there's comments. And I, I feel like I know them just from commenting. And then guess what?

I go follow. I talk about them. I comment on their posts.

It amplifies their brand. So do not underestimate the value and the impact of just commenting.

[Stino] (30:53 - 30:55)

Yeah, 100%. And that's how Kristi made me.

[Kristi] (30:58 - 31:04)

Now you were like creeping around in my DMs. That is so true. You were all up in my inbox.

[Stino] (31:05 - 31:15)

I can't, I can't. You were like, hey, hey. I can't forget where I was like, I was like, oh my God, we're nominated.

Congratulations. Not even knowing who you were.

[Kristi] (31:16 - 31:18)

It's okay. Now we're besties.

[Stino] (31:18 - 31:21)

And we started the banter and then here we are.

[Kristi] (31:21 - 31:36)

That's because I'm like here for realness. Give me real people all day long. That is what I live for.

I just want, I don't care who you are. If you are a kind soul and you make me laugh, forget it. Like you are just, I will adopt you.

You will be mine forever because we need that.

[Stino] (31:37 - 31:37)

All right.

[Kristi] (31:37 - 31:43)

So, you know, we are rambling. So what is one last piece of advice that we will give people building your personal brand online?

[Stino] (31:44 - 32:01)

Well, nothing anymore. The reason why, because start with that. I think it's quite already overwhelming.

If you're trying to dabble or trying to start building a personal brand, I think those are like the basics. If you want to know more on how to amplify, pull in another question.

[Kristi] (32:02 - 32:40)

I think it's great. Listen, your why though, to your point, is everything. Because if your why is I need to find a job, then put content out there that establishes you as somebody who's looking, who has experiences and talk about the experiences that you've had and keep beating that drum because people will see that, right?

If your why is I want to help people be better at onboarding because I was a successful onboarding manager. Great. Then pump that out and your why can evolve.

But when you're clear on your why, it aligns with everything else that you're doing. It aligns with your content, your engagement, who you follow, who you want to follow you. So I would say, you know, bringing it back to how we started this is figure out your why.

Why do you want to build a personal brand?

[Stino] (32:42 - 33:05)

I'm set. I'm set. When Kristi says sit down, you're set.

So if she's talking about your why, you're going out and find out why. I loved this episode. We didn't talk any bit of customer success, which I loved, which I really loved.

And hearing it from the queen herself, batting her eyelashes like there was nothing.

[Kristi] (33:05 - 33:18)

Well, this is what you get because people don't realize that we started recording at 7 a.m. Eastern. So I literally went to the gym at 430 this morning, came home, ran, took a shower, slicked back my hair. And like, this is all you get.

[Stino] (33:18 - 33:28)

This is my 7 a.m. Well, I don't even want to know what it is 7 p.m. because that one is slain for Vogue magazine.

[Kristi] (33:29 - 33:56)

That is like getting ready for a nap time. Are you kidding me? 7 a.m. is pajama time. We are getting ready to shut it down because 9 o'clock I am sleeping. Are you kidding me? 7 p.m. Are you kidding? Going out on a 7 p.m. Going out, going out at 7 p.m. Are you kidding me? I did the early bird special at the restaurant. We ate dinner at 5 p.m. I'm in stretchy pants getting ready to shut it down, get a show, Netflix and chill 7 p.m. That is not fancy, Kristi.

[Stino] (33:57 - 34:01)

Oh, my God. Please take us home because I'm going to die of laughter.

[Kristi] (34:01 - 34:32)

OK, well, I hope that this was helpful. If you are somebody who is interested in starting your brand, start today. There is never a better day to start than now.

Start with comments. Make sure that your profile represents you. Move away from you feeling like your platform needs to be an extension of your company.

You are not an extension of your company. Your company is a whole entity that exists with or without you. When you are no longer there, you still exist.

Make sure that your brand represents you because that is what lives in perpetuity. So all that to be said, Sino, another great episode. I love you so much.

[Stino] (34:32 - 34:32)

I love you.

[Kristi] (34:32 - 34:34)

We'll do this again sometime, right?

[Stino] (34:34 - 34:44)

We will do this again soon. And for anyone who wants to have stretchy pants, use our discount code CSHOTLINE at Walmart to get some. I'm kidding, I'm kidding.

[Kristi] (34:44 - 34:47)

Follow me on TikTok for my recommendation on stretchy pants.

[Stino] (34:50 - 34:58)

That being said, please thank you so much for listening in at a new episode. And we're more than happy to catch you on another one. Talk to you soon, guys.

[Kristi] (34:58 - 34:58)

Bye.

[Stino] (35:00 - 35:01)

Stretchy pants.

[VO] (35:10 - 35:28)

You've been listening to the Customer Success Hotline produced by Lifetime Value Media and a member of the Lifetime Value Media Network. Visit the show at lifetimevalue.link slash CSH for links to each episode, show notes, and instructions on how to submit your burning question.