Mark Bernardo - "How to Take Charge with a Champion Growth Model"
Mark Bernardo, VP of Customer Success at IP Fabric, unpacks the Champion Growth Model from naming outcomes and navigating with empathy to building trust through consistency and showing up in emotionally charged moments. He illustrates how every touchpoint can forge champions who drive upsell, renewal, and advocacy. His real-world examples reveal why emotions matter more than data alone.
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Whatβs Inside [2:41] Introduction to Mark Bernardo [26:45] Full Podcast Episode [2:12] Full Episode Highlights [5:02] Driving Customer Engagement Through the Champion Growth Model [1:57] How Emotions Matter More Than Data [3:21] Creating an Emotion-First Success Framework in Business [2:50] The Halo Effect of Empathy on Employee Engagement and Success [3:28] Customer Story: Turning an Angry Client into a Champion [2:15] Consistency Builds Trust and Reliability in Customer Experience [1:40] Building Future Leaders and Safe Spaces for Growth [0:43] Every Interaction Is a Chance to Learn [0:54] Short - Driving Customer Engagement Through the Champion Growth Model [0:58] Short - Customer Story: Turning an Angry Client into a Champion
Full Episode "The Champion Growth Model is about prioritizing outcomes and learning to synthesize them effectively. Letβs clearly name what weβre trying to achieve, and then use empathy as our guide. Itβs a navigational tool to help us find our way forward.β - Mark Bernardo
(2:12 Video) Full Episode Highlights
(5:02 Video) Driving Customer Engagement Through the Champion Growth Model βWhen customers feel the most pressured, frustrated, or fearful and their plan has failed, how you show up during those critical moments is what they remember. That is how you create champions.β - Mark Bernardo
(1:57 Video) How Emotions Matter More Than Data βData matters, but emotions matter more. The database is table stakes, the real differentiation and the way you create champions, is through emotion.β - Mark Bernardo
(3:21 Video) Creating an Emotion-First Success Framework in Business "The first thing you have to understand is where all the touchpoints are within the organization, such as who talks to the customer, how they talk to the customer, and where we can provide tools and insights to enable more constructive dialogue." - Mark Bernardo
(2:50 Video) The Halo Effect of Empathy on Employee Engagement and Success βPeople who show up well need to feel like showing up well is worth something. Without that, they're never really gonna be able to lean into that growth mindset, because they're gonna show up authentically with the customer.β - Mark Bernardo
(3:28 Video) Customer Story: Turning an Angry Client into a Champion βAt the end of that process, he was a different gentleman and was one of our biggest promoters. It's a tangible moment for me because the only thing that changed was someone willing to meet them where they were, to listen to their pain, to empathize with the pain, and then show up.β - Mark Bernardo
(2:15 Video) Consistency Builds Trust and Reliability in Customer Experience βWhen it comes to consistency, it is about being predictably reliable. Doing what you say you're gonna do is what's best.β - Mark Bernardo
(1:40 Video) Building Future Leaders and Safe Spaces for Growth βI'm most proud of, for most of my career, was all about people and how that has manifested. Not only does it impact businesses, but it also impacts the community and humanity at some level as well.β - Mark Bernardo
(0:43 Video) Every Interaction Is a Chance to Learn βEvery decision, every touchpoint is both a moment to influence and a moment to learn.β - Mark Bernardo
YOUTUBE SHORT: Driving Customer Engagement Through the Champion Growth Model βWhen customers feel the most pressured, frustrated, or fearful and their plan has failed, how you show up during those critical moments is what they remember. That is how you create champions.β - Mark Bernardo
YOUTUBE SHORT: Customer Story: Turning an Angry Client into a Champion βAt the end of that process, he was a different gentleman and was one of our biggest promoters. It's a tangible moment for me because the only thing that changed was someone willing to meet them where they were, to listen to their pain, to empathize with the pain, and then show up.β - Mark Bernardo
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