1194: 3 Important Stats on Customer Engagement w/ Katherine Calvert

WEBVTT 1 00:00:06.280 --> 00:00:10.789 Are you struggling to come up with original content weekend and week out? Start 2 00:00:10.830 --> 00:00:15.470 a podcast, interview your ideal clients, let them talk about what they care 3 00:00:15.509 --> 00:00:21.109 about most and never run out of content ideas again. Learn more at sweetphish 4 00:00:21.190 --> 00:00:30.219 MEDIACOM. You're listening to be tob growth, a daily podcast for B TOB 5 00:00:30.339 --> 00:00:34.380 leaders. We've interviewed names you've probably heard before, like Gary Vanner, truck 6 00:00:34.420 --> 00:00:38.289 and Simon Senek, but you've probably never heard from the majority of our guests. 7 00:00:38.929 --> 00:00:42.929 That's because the bulk of our interviews aren't with professional speakers and authors. 8 00:00:43.490 --> 00:00:47.329 Most of our guests are in the trenches leading sales and marketing teams. They're 9 00:00:47.369 --> 00:00:52.840 implementing strategy, they're experimenting with tactics, they're building the fastest growing BB companies 10 00:00:52.840 --> 00:00:56.039 in the world. My name is James Carberry. I'm the founder of sweet 11 00:00:56.039 --> 00:00:59.679 fish media, a podcast agency for BB brands, and I'm also one of 12 00:00:59.719 --> 00:01:03.679 the CO hosts of this show. When we're not interviewing sales and marketing leaders, 13 00:01:03.880 --> 00:01:07.430 you'll hear stories from behind the scenes of our own business. Will share 14 00:01:07.469 --> 00:01:10.829 the ups and downs of our journey as we attempt to take over the world. 15 00:01:11.469 --> 00:01:21.420 Just getting well, maybe let's get into the show. Welcome back to 16 00:01:21.579 --> 00:01:25.140 be tob growth. I'm Logan lyles with sweet phish media. I'm joined today 17 00:01:25.219 --> 00:01:29.340 by Catherine Calvert. She is the CMO over at Coros. Catherine, how's 18 00:01:29.340 --> 00:01:32.140 it going today? It's great. I'm so happy to be here. Thanks 19 00:01:32.180 --> 00:01:36.170 for the invitation, Logan. Absolutely you and I have already had a roaring 20 00:01:36.250 --> 00:01:41.010 conversation offline. I am so excited that we get to continue this conversation about 21 00:01:41.329 --> 00:01:46.409 the connection between customer engagement and customer experience. It has been a topic that, 22 00:01:46.810 --> 00:01:49.400 you know, of the things that I post on Linkedin. There was 23 00:01:49.439 --> 00:01:53.359 one the other day just about the customer experience based on people connecting to a 24 00:01:53.480 --> 00:01:57.000 Wifi at a local mall here, and it just got a lot of engagement. 25 00:01:57.000 --> 00:02:00.790 I think it's a very important topic and I'm really excited to share some 26 00:02:00.950 --> 00:02:05.469 insights that you guys have on the topic today. Before we get into that, 27 00:02:05.750 --> 00:02:08.750 the the research that you guys have done alongside forester. Before we get 28 00:02:08.789 --> 00:02:12.870 into any of that, I would love to provide some context and background. 29 00:02:12.909 --> 00:02:15.819 Catherine, tell us a little bit about your own marketing journey and what you 30 00:02:15.939 --> 00:02:19.300 and the team at corrolser up to these days. Sir. So I'm the 31 00:02:19.379 --> 00:02:23.580 chief marketing officer for chorus and Corus is, for those of you've been a 32 00:02:23.620 --> 00:02:28.379 marketing for a long time, the product of with hum and spreadfast to companies 33 00:02:28.419 --> 00:02:30.650 that have been in the digital customer engagement space for while. So we do 34 00:02:31.050 --> 00:02:36.169 social care, social marketing and communities. We help some of the biggest brands 35 00:02:36.169 --> 00:02:38.930 in the world, in both the be tob and the B Toca side, 36 00:02:38.409 --> 00:02:43.849 to connect the dots with their customers and stay always connected so that they can 37 00:02:43.889 --> 00:02:46.680 have customers for life. Awesome, I love it. Catherine, we're going 38 00:02:46.680 --> 00:02:52.000 to be talking about three specific findings out of a recent study that you guys 39 00:02:52.039 --> 00:02:54.039 commissioned with a forester. Before we get into that, I would love to 40 00:02:54.199 --> 00:02:58.400 have you speak to a little bit of the why and the how of this 41 00:02:58.479 --> 00:03:00.669 study. Who'd you guys talk to? Why was it important, and then 42 00:03:00.870 --> 00:03:04.550 we'll get into some of the findings, which I think are going to be 43 00:03:04.789 --> 00:03:07.789 really telling with some of the stats you have this year today. Awesome. 44 00:03:07.909 --> 00:03:12.430 You know, as a marketer I pride myself on being a great storyteller, 45 00:03:12.900 --> 00:03:17.099 but I think you certainly and my colleagues out there doing this job around the 46 00:03:17.180 --> 00:03:23.460 world understand that my most perfect paragraph, my most perfect tagline is meaningless if 47 00:03:23.539 --> 00:03:30.569 it's disconnected from the real experience that my customers have have with my company, 48 00:03:30.610 --> 00:03:34.129 with my brand, with my solution. So we knew it was an issue, 49 00:03:34.490 --> 00:03:37.889 but I wanted to figure out how to quantify it. So we worked 50 00:03:37.930 --> 00:03:43.800 with the third party forster, the world famous analyst firm, to commission a 51 00:03:43.919 --> 00:03:50.400 peace to try to quantify that connection gap. So we talked to zero consumers 52 00:03:50.680 --> 00:03:53.840 and over two hundred brands globally. BE TO BE COMPANIES, be to see 53 00:03:53.879 --> 00:03:58.949 companies to say hey, is this a challenge for you? Do you feel 54 00:03:59.069 --> 00:04:01.509 heard and can and are you easily able to connect with your customers and and 55 00:04:01.750 --> 00:04:06.310 on the customer side, how do you feel the state of your engagement is 56 00:04:06.509 --> 00:04:10.620 with the brands you either know and love or want to know and love but 57 00:04:11.099 --> 00:04:15.939 but are frustrated by? So so that was the project. It was it 58 00:04:15.100 --> 00:04:18.779 was really fun to be able to put some numbers to this challenge and what 59 00:04:18.939 --> 00:04:24.490 came back was was no surprising that yes, there's a gap the golf the 60 00:04:24.649 --> 00:04:28.250 size of that chasm, Logan, was what was shocking to us. Yeah, 61 00:04:28.329 --> 00:04:30.970 absolutely. I mean, as you and I were talking through some of 62 00:04:30.009 --> 00:04:34.009 the stats offline. I was blown away by this first st at and that 63 00:04:34.209 --> 00:04:36.449 is, you know, as you mentioned, in this study you talked to 64 00:04:36.529 --> 00:04:42.480 brands, both betsy and Beb, about their level of engagement with their customers 65 00:04:42.560 --> 00:04:46.839 and then you spoke to customers, both and consumers and folks who are buying 66 00:04:46.879 --> 00:04:50.879 from bb brands. What is their experience of engagement with the brands that they're 67 00:04:50.920 --> 00:04:57.110 doing business with? And the perception difference between those two was pretty shocking. 68 00:04:57.230 --> 00:05:00.230 So speak to that a little bit. Drop some stats on us. Yeah, 69 00:05:00.269 --> 00:05:03.149 so I think, you know, marketers are naturally optimistic. So almost 70 00:05:03.189 --> 00:05:08.060 ninety percent of us and almost ninety percent of the brands we talked to said 71 00:05:08.540 --> 00:05:12.860 we're committed here and we're pretty we're pretty good at meeting our customers where they 72 00:05:12.860 --> 00:05:15.939 are, whether they're on social media channels or messaging or on our own branded 73 00:05:16.019 --> 00:05:21.850 properties. Unfortunately, what consumers told us is that only fifteen percent of them 74 00:05:21.889 --> 00:05:26.730 felt heard. So ninety percent of brands felt they're doing a pretty good job 75 00:05:26.889 --> 00:05:31.410 and only fifteen percent of consumers and felt that they really were known and heard. 76 00:05:31.850 --> 00:05:34.879 And when we've double clicked on that, what we found is that is 77 00:05:35.000 --> 00:05:40.399 that on the brand side. People have projects and energy and we all know 78 00:05:41.360 --> 00:05:44.759 right whether it's us on the marketing side of things or my colleagues on the 79 00:05:44.800 --> 00:05:46.879 care side of the house, we all know this is super critical. In 80 00:05:46.959 --> 00:05:53.509 a world where people can get stuff from anywhere at any time, creating loyalty 81 00:05:53.589 --> 00:05:58.430 and great experiences is going to be the differentiator that will drive success. So 82 00:05:58.670 --> 00:06:03.300 all of us have projects dedicated to to knowing our customers better, to mapping 83 00:06:03.339 --> 00:06:08.420 the journey and connecting those dots. And in fact I think eighty percent of 84 00:06:08.579 --> 00:06:12.420 the brands we talked to felt that they are. Not just felt have dedicated 85 00:06:12.579 --> 00:06:15.899 projects around this, but only less than half felt that they are. Their 86 00:06:16.019 --> 00:06:21.129 systems were actually talking to each other. So they're dedicating resources, they're buying 87 00:06:21.209 --> 00:06:26.889 solutions, but they might be point solutions or I've got US stack on the 88 00:06:26.930 --> 00:06:30.769 marketing team might have one text act and the care side might have another test 89 00:06:30.889 --> 00:06:35.040 text act and they're not connecting the dots, which then leads to that disconnect 90 00:06:35.079 --> 00:06:41.439 or that connection crisis for the consumer on the other side who might get be 91 00:06:41.560 --> 00:06:46.360 getting marketing messages that make sense and map to their journey but don't map to 92 00:06:46.040 --> 00:06:50.589 their ongoing care experience with the other side of your house right, but they 93 00:06:50.629 --> 00:06:56.709 only know you as one monolithic brand. Hey, everybody, Logan with sweetish 94 00:06:56.790 --> 00:06:59.389 here. If you've been listening to the show for a while, you know 95 00:06:59.629 --> 00:07:03.259 we're big proponents of putting out original, organic content on linked did, but 96 00:07:03.420 --> 00:07:08.100 one thing that's always been a struggle for a team like ours is to easily 97 00:07:08.259 --> 00:07:12.139 track the reach of that linkedin content. That's why I was really excited and 98 00:07:12.220 --> 00:07:15.620 when I heard about shield the other day from a connection on you guessed it, 99 00:07:15.850 --> 00:07:18.649 linked in. Since our team started using shield, I've loved how it's 100 00:07:18.689 --> 00:07:25.170 let us easily track and analyze the performance of our linkedin content without having to 101 00:07:25.329 --> 00:07:30.560 manually log it ourselves. It automatically creates reports and generates some dashboards that are 102 00:07:30.600 --> 00:07:34.439 incredibly useful to see things like what contents been performing the best and what days 103 00:07:34.480 --> 00:07:39.519 of the week are we getting the most engagement and our average views proposed. 104 00:07:39.879 --> 00:07:43.600 I'd highly suggest you guys check out this tool if you're putting out content on 105 00:07:43.759 --> 00:07:46.709 Linkedin, and if you're not, you should be. It's been a game 106 00:07:46.790 --> 00:07:50.110 changer for us. If you go to shield APP DOT AI and check out 107 00:07:50.149 --> 00:07:54.790 the ten day free trial, you can even use our promo code be to 108 00:07:54.910 --> 00:07:59.300 be growth to get a twenty five percent discount. Again. That's shield APP 109 00:07:59.660 --> 00:08:03.379 DOT AI, and that Promo Code is be the number to be growth. 110 00:08:03.620 --> 00:08:11.300 All one word. All right, let's get back to the show. You've 111 00:08:11.339 --> 00:08:15.129 mentioned to me another stat kind of along those lines where I think we've probably, 112 00:08:15.529 --> 00:08:18.769 and this reinforces the stat that you're going to share here, we've had 113 00:08:18.050 --> 00:08:22.490 a bad experience with a brand. You know, we hopped off the phone 114 00:08:22.889 --> 00:08:26.759 frustrated after, you know, an hour long customer support call with our Internet 115 00:08:26.759 --> 00:08:31.079 service provider. Let's, you know, just pick on on that sector for 116 00:08:31.160 --> 00:08:33.919 a little bit, but it really could be anybody. And then we see 117 00:08:33.919 --> 00:08:37.919 an ad about how great the brand is. There were a number of respondents 118 00:08:37.960 --> 00:08:41.269 that's scifically called out having that sort of experience. Right, yes, so, 119 00:08:41.470 --> 00:08:46.470 and some of the world's biggest telecom companies are customers of ours and I 120 00:08:46.509 --> 00:08:50.990 can tell you firsthand they are working so hard to do this well and to 121 00:08:50.070 --> 00:08:54.940 be there and responsive and create great, delightful experiences. So what part of 122 00:08:54.980 --> 00:08:58.899 the selfish reason I wanted to do this study is to say, Gosh, 123 00:08:58.940 --> 00:09:01.860 I know it's I know it's not good when this happens but what does it 124 00:09:01.980 --> 00:09:05.899 really mean? And the really shocking piece for us was that sixty five percent, 125 00:09:07.139 --> 00:09:09.730 so you know. Well, more than half of customers said that if 126 00:09:09.769 --> 00:09:13.889 they have a bad experience, they're going to stop doing business with that brand. 127 00:09:15.289 --> 00:09:18.129 Sixty five percent will walk away. So so not only are you losing 128 00:09:18.210 --> 00:09:22.450 that customer, but you're probably putting a dollar in your competitors product because they'll 129 00:09:22.450 --> 00:09:26.440 go somewhere else to solve the problem. And then, you know, what 130 00:09:26.559 --> 00:09:31.799 keeps US marketers up at night is that they tell other people about this problem 131 00:09:31.240 --> 00:09:35.720 and they're not it's not just like you tell somebody on your train ride home, 132 00:09:35.919 --> 00:09:39.029 right. That's the curse and the blessing is is when things go well, 133 00:09:39.070 --> 00:09:43.950 we have these big platforms, but the curse of all these channels is 134 00:09:43.029 --> 00:09:48.029 that when something goes wrong and people want to complain, they have a massive 135 00:09:48.070 --> 00:09:52.820 audience to do that to. Sixty four percent of customers said they will will 136 00:09:52.899 --> 00:09:56.539 tell others about a negative experience they have with a brand. So so you're 137 00:09:56.620 --> 00:10:01.500 losing sixty five percent will walk away and and most of those folks will also 138 00:10:01.539 --> 00:10:07.690 tell others about about experience. There's are a one percent difference between walking away 139 00:10:07.889 --> 00:10:11.610 and telling others. So for pretty much all of that, two thirds of 140 00:10:11.769 --> 00:10:16.250 folks that have a bad experience are you're not only getting the bad effect of 141 00:10:16.409 --> 00:10:22.399 losing the business, sending the money to your competitors, but damaging the brand 142 00:10:22.600 --> 00:10:24.360 along the way, as they tell others, depending on, you know, 143 00:10:24.440 --> 00:10:28.840 their social media following. But still regardless. I mean I just heard on 144 00:10:28.919 --> 00:10:35.159 another podcast episode, actually on the customer experience podcast, where they're talking regularly 145 00:10:35.200 --> 00:10:41.269 about customer experience, a bad interaction with a clothing retailer and and there was 146 00:10:41.509 --> 00:10:45.750 that point of losing out on the money from that individual the family. Now 147 00:10:45.830 --> 00:10:50.139 it's been talked about on on the podcast. I heard the story who hundreds 148 00:10:50.179 --> 00:10:54.460 of other people, if not thousands, who downloaded that podcast episode have now 149 00:10:54.580 --> 00:10:56.500 heard it as well. So just from my own experience in the last couple 150 00:10:56.500 --> 00:11:01.539 of days, you know I've experienced that stat that you're talking about right there, 151 00:11:01.700 --> 00:11:07.289 Catherine. So we talked about the disconnect, divide between what brands think 152 00:11:07.289 --> 00:11:11.649 they're doing what consumers are perceiving the cost of getting it wrong. The flip 153 00:11:11.769 --> 00:11:16.250 to that, as you mentioned, with the blessing and the curse of social 154 00:11:16.289 --> 00:11:20.720 media and all sorts of channels for us as marketers is that there there is 155 00:11:20.039 --> 00:11:26.039 a corresponding upside to when we get it right. So speak to that connection 156 00:11:26.159 --> 00:11:31.720 between positive customer experiences and something that all marketers are trying to tie them themselves 157 00:11:31.720 --> 00:11:35.710 to and set their eyes on more dedicated here moving forward, and that is 158 00:11:35.990 --> 00:11:39.830 revenue. Right, that's right. We're all in it to attract and retain 159 00:11:39.990 --> 00:11:45.789 and grow our customer relationships, right, and so that's the good news here, 160 00:11:45.909 --> 00:11:48.899 is that that it's so hard to do, but that when customers do 161 00:11:50.659 --> 00:11:54.220 have a positive experience, it matters a lot. So loyalty is possible. 162 00:11:54.620 --> 00:11:58.100 It just means you have to get it right. To give you the stats 163 00:11:58.139 --> 00:12:03.970 about how this is really creates tons of upside for your business. When a 164 00:12:05.090 --> 00:12:07.610 customer it's so rare these days. So when a customer has a good experience, 165 00:12:07.649 --> 00:12:13.129 they are forty three percent more likely to buy something from you. So 166 00:12:13.289 --> 00:12:18.159 we're increasing the likeliness of purchase by forty three percent. And then back to 167 00:12:18.320 --> 00:12:20.559 that, back to the blessing side that you mentioned, Logan. They also 168 00:12:20.679 --> 00:12:26.639 told us half of them have recommended a brand in the last six months or 169 00:12:26.679 --> 00:12:31.389 less. So so those people that will tell you about unhappy experiences are just 170 00:12:31.590 --> 00:12:35.350 as likely to tell you about positive experiences and not lift for your brand is 171 00:12:35.669 --> 00:12:41.309 so valuable it is. It is worth n x your media spend when you 172 00:12:41.389 --> 00:12:46.379 have another customer talking about the great experience they had with you. So, 173 00:12:46.580 --> 00:12:50.740 just to put a final point on that, eighty three percent of those thousands 174 00:12:50.779 --> 00:12:54.700 of consumers we talked to said they are more loyal to brands that create positive 175 00:12:54.700 --> 00:13:00.289 experiences, to brands that where they feel known and that they feel connected to 176 00:13:00.490 --> 00:13:05.129 and heard. Eighty three percent of them feel loyal and that is that's pretty 177 00:13:05.210 --> 00:13:09.289 magnificent in a world where loyalty is so hard to find. Yeah, absolutely. 178 00:13:09.289 --> 00:13:13.480 It goes back to something that you mentioned earlier, a quote I probably 179 00:13:13.480 --> 00:13:18.600 won't quote imperfectly, but David Cancel, founder of drifts, as all the 180 00:13:18.720 --> 00:13:22.360 time, in a world of infinite supply, brand is your ultimate differentiator and 181 00:13:22.480 --> 00:13:26.350 as marketers, you know, we get excited about rebrand we get excited about 182 00:13:26.470 --> 00:13:33.190 the things that creative exercise of displaying what our brand is and represents, but 183 00:13:33.230 --> 00:13:37.429 at the end of the day it's really what people are saying about us that 184 00:13:37.549 --> 00:13:41.350 we have no control over, and that's really what our brand is. And 185 00:13:41.500 --> 00:13:43.379 so I think there can be this disconnect of all we can. We can 186 00:13:43.500 --> 00:13:48.100 just create this great brand with all of our efforts, but it's not just 187 00:13:48.299 --> 00:13:52.740 that, it's the experiences that we create and to your point, you know, 188 00:13:52.860 --> 00:13:58.450 the glass half full side of that is that there is a tremendous amount 189 00:13:58.450 --> 00:14:03.009 of upside. There's more loyalty, there's competitive differentiation, there are people who 190 00:14:03.009 --> 00:14:07.330 are willing to spend more money with you as opposed to getting into this endless 191 00:14:07.370 --> 00:14:11.039 price war. So I would love to hear your thoughts, Catherine, on 192 00:14:11.200 --> 00:14:15.120 kind of next steps for marketers thinking about this, how they could work with 193 00:14:15.320 --> 00:14:18.799 their other functional leaders within their organization. You know, you talked a little 194 00:14:18.799 --> 00:14:24.120 bit about, you know, connecting the dots of the customer journey and realize, 195 00:14:24.200 --> 00:14:26.789 saying that it doesn't stop at the bottom of the funnel, right at 196 00:14:26.909 --> 00:14:30.269 at decision, at you know, that point, especially for those of us 197 00:14:30.710 --> 00:14:35.590 in tech and ongoing recurring revenue based businesses, that is really, you know, 198 00:14:35.710 --> 00:14:39.379 the mid if not just the beginning, one third of that customer journey. 199 00:14:39.379 --> 00:14:43.019 So give us a couple of thoughts there for folks that walking away from 200 00:14:43.019 --> 00:14:46.379 this to do something about these stats and what they should be thinking about. 201 00:14:46.940 --> 00:14:50.620 Yeah, and I you know, I love that quote. Look and said 202 00:14:50.659 --> 00:14:54.730 thank you for sharing that, and I've had the privilege of getting to rebrand 203 00:14:54.889 --> 00:14:58.690 companies or redesign logos, and all of that is really important work. But 204 00:14:58.850 --> 00:15:03.970 to your point, as marketers were really shepherds of a brand, but the 205 00:15:03.169 --> 00:15:09.679 brand itself is defined by the experiences your customers have and so so, to 206 00:15:09.799 --> 00:15:13.320 that end, the companies that we work with that are doing this really well 207 00:15:15.039 --> 00:15:20.000 have figured out how to reach across the aisle and create visibility into and an 208 00:15:20.120 --> 00:15:26.429 across different functional groups so that you're known as a customer, not just in 209 00:15:26.549 --> 00:15:31.350 marketing and in my demand on funnel, but also in my CECEO or cecos 210 00:15:31.389 --> 00:15:35.309 organization. And I have a system and a record so that I can understand 211 00:15:35.470 --> 00:15:37.259 what matters to you, what you care about. When's the last time you 212 00:15:37.419 --> 00:15:41.019 called in? Was it about? Was it to buy something or was it 213 00:15:41.100 --> 00:15:43.419 to solve a problem? Did the problem get resolved? And honestly, that 214 00:15:43.539 --> 00:15:48.659 makes my promotions much more intelligent, right, because then I can then I 215 00:15:48.700 --> 00:15:52.529 can do really cool things with target did promotions, targeted thought leadership. I 216 00:15:52.649 --> 00:15:58.129 can get really creative with things that will help you be more successful using my 217 00:15:58.289 --> 00:16:00.610 solution. Right if I know who you are, my marketing gets better and 218 00:16:00.850 --> 00:16:06.399 my care staff gets better. So so three things that I think will help 219 00:16:06.600 --> 00:16:10.200 others, other brands, to do well that we've learned from the customers that 220 00:16:10.320 --> 00:16:12.639 we work with. They're doing this really well. One is we all do 221 00:16:12.840 --> 00:16:18.870 customer journey maps. Make sure that it's a cross functional exercise and that when 222 00:16:18.950 --> 00:16:22.269 you are in that room and working with your post it notes and mapping the 223 00:16:22.309 --> 00:16:27.389 journey, that you're also thinking about what all those external touch points are so 224 00:16:27.590 --> 00:16:33.019 that you have one cohesive view of all the ways that you are reaching out 225 00:16:33.019 --> 00:16:36.580 to your customer as one brand, not as a team but as a brand, 226 00:16:36.620 --> 00:16:41.779 and what are the ways and entry points for that customer back into Your 227 00:16:41.860 --> 00:16:45.139 Business. And then the second piece would be, once you have that line 228 00:16:45.179 --> 00:16:48.570 of sight, how do you bring them together? You probably have a great 229 00:16:48.690 --> 00:16:53.049 crm. Is it capturing all those digital interactions, because each of those interactions 230 00:16:53.690 --> 00:16:56.970 we like to think of them as pieces of currency and if you can drop 231 00:16:57.090 --> 00:17:02.480 them into your crm you're going to get you know, you're investing in the 232 00:17:02.559 --> 00:17:07.519 future of that relationship. So a cross functional look at your your prospect customer 233 00:17:07.559 --> 00:17:11.160 journey, breaking down the silos across your own company so that, again, 234 00:17:11.200 --> 00:17:15.829 we don't want to change anybody's workflow, but your couldn't you're able to have 235 00:17:15.950 --> 00:17:19.309 a line of site between those inbound and outbound. And then the final thing 236 00:17:19.509 --> 00:17:23.829 it would be would be to make sure that you're the the top brass of 237 00:17:23.869 --> 00:17:30.339 a company's thinking about this. It's obviously a key initiative for your marketing team 238 00:17:30.420 --> 00:17:34.339 maybe, or for Your Care Organization. But if you if you're feeling stuck 239 00:17:34.380 --> 00:17:38.460 and you can't get traction on this within within your team, it probably means 240 00:17:38.500 --> 00:17:42.220 it needs to get elevated. And so hopefully some of the stats we shared 241 00:17:42.259 --> 00:17:45.130 can help you build that business case. But if we don't, if you 242 00:17:45.170 --> 00:17:49.809 don't get that senior level perspective, I know from experience it's really hard to 243 00:17:51.490 --> 00:17:56.049 forge through and break those silos across organizations. So happy to help and share 244 00:17:56.089 --> 00:18:00.920 our our forester data with anybody who's looking at how to build this kind of 245 00:18:00.920 --> 00:18:04.480 business case. Yeah, absolutely, Catherine. As we wrap up today, 246 00:18:04.480 --> 00:18:08.880 I want to point folks to some additional resources here. You know, something 247 00:18:08.960 --> 00:18:14.269 that came to mind throughout our conversation is a phenomenal book by Joey Coleman. 248 00:18:14.589 --> 00:18:18.789 Never lose a customer again. I would definitely recommend that as follow up reading 249 00:18:18.829 --> 00:18:22.109 on this topic. Another some folks know that we have a Hashtag CX, 250 00:18:22.230 --> 00:18:27.140 a series here on BB growth for you know, a deep dive in full 251 00:18:27.259 --> 00:18:32.779 episodes on that show. Check out the customer experience podcast in Apple podcasts or 252 00:18:32.819 --> 00:18:34.619 wherever you do you're listening. Will Link to both of those, the book 253 00:18:34.660 --> 00:18:38.500 in the podcast in the show notes here, Catherine. If anybody listening to 254 00:18:38.660 --> 00:18:41.730 this would like to follow up stay connected with you, what's the best way 255 00:18:42.089 --> 00:18:47.250 for them to reach out to get access to this data in the report that 256 00:18:47.369 --> 00:18:52.009 you guys put so much time and effort into? Sure so feel I'd love 257 00:18:52.089 --> 00:18:55.720 to meet any of you in the out there in the social world. So 258 00:18:55.920 --> 00:19:00.000 I'm you can find me at KP Calvert on twitter. You can also always 259 00:19:00.039 --> 00:19:07.640 find us at Choroscom, Kho Roscom, and should be pretty easy to find 260 00:19:07.640 --> 00:19:10.390 a link to the forester report. But if you can't find it, feel 261 00:19:10.430 --> 00:19:12.470 free to pay me on twitter and I'll make sure you get a copy. 262 00:19:12.869 --> 00:19:15.670 Awesome, fantastic. Will try and put that in the show notes as well. 263 00:19:15.750 --> 00:19:18.910 We'll make it as easy as possible. We're going to try and lean 264 00:19:18.990 --> 00:19:22.869 into the customer experience, the listener experience today. Right, let's see, 265 00:19:22.869 --> 00:19:26.819 Ye, easy, we can make it on everyone out there. We would 266 00:19:26.819 --> 00:19:30.099 be remissed, with this as our topic today, to not really lean into 267 00:19:30.180 --> 00:19:33.859 that as we finish out and share our party. Where is gatherine? This 268 00:19:33.019 --> 00:19:36.859 was fantastic. Thank you so much for being a guest on the show today. 269 00:19:37.140 --> 00:19:42.049 Thank you so much for his great pleasure. We totally get it. 270 00:19:42.410 --> 00:19:47.049 We publish a ton of content on this podcast and it can be a lot 271 00:19:47.170 --> 00:19:49.930 to keep up with. That's why we've started the BOB growth big three, 272 00:19:51.369 --> 00:19:55.920 a no fluff email that bools down our three biggest takeaways from an entire week 273 00:19:55.960 --> 00:20:00.599 of episodes. Sign up today at Sweet Phish Mediacom Big Three. That sweet 274 00:20:00.599 --> 00:20:03.440 PHISH MEDIACOM Big Three