Transcript
WEBVTT
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And so you want to be more
clear, you want do more memorable,
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if you want people to enjoy what
you're actually saying. The easiest quick as
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waited as just stop on the video. That's it. A relationship with the
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right referral partner could be a game
changer for any BEDB company. So what
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if you could reverse engineer these relationships
at a moment's notice, start a podcast,
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invite potential referral partners to be guests
on your show and grow your referral
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network faster than ever. Learn more. At Sweet Fish Mediacom you're listening to
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be tob growth, a daily podcast
for B TOB leaders. We've interviewed names
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you've probably heard before, like Gary
Vander truck and Simon Senek, but you've
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probably never heard from the majority of
our guests. That's because the bulk of
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our interviews aren't with professional speakers and
authors. Most of our guests are in
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the trenches, leading sales and marketing
teams. They're implementing strategy, they're experimenting
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with tactics, they're building the fastest
growing BTB companies in the world. My
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name is James Carberry. I'm the
founder of sweet fish media, a podcast
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agency for BB brands, and I'm
also one of the cohosts of this show.
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When we're not interviewing sales and marketing
leaders, you'll hear stories from behind
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the scenes of our own business.
Will share the ups and downs of our
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journey as we attempt to take over
the world. Just getting well, maybe
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let's get into the show. No
matter your title, no matter your role,
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no matter Your Business, the best
version of you is a powerful,
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charismatic and authentic communicator, someone who
communicates clearly and connects with people effectively,
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and today's guest can help. My
name is Ethan beued and you're listening to
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the CX series here on the Bab
growth show. Vanessa van Edwards is the
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lead behavioral investigator at Science of people. She's also the author of the best
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selling book captivate, the Science of
succeeding with people, how to open conversations
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more effectively, how to exit conversations
gracefully, great tips around using video to
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communicate and connect, and so much
more. So let's get going. Hey,
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today we're talking about how people work. Insights into how we can connect
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and communicate more effectively with our customers. Our Future customers, are team members
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and everyone else who matters in our
businesses and in our lives. I've got
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for you a best selling author and
the lead investigator at science of people.
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She's developed a science based framework for
understanding different personalities to improve our Eq and
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help us communicate with all those people
I just mentioned. She's the author of
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captivate, the science of succeeding with
people. It's a book that many of
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us have read here at bomb and
it's even one that we give away as
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gifts because so many of the lessons
are transferable to video. She consults companies
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large and small. She produces great
content on our website and on her youtube
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channel, and there's are massive traffic
as a result, approaching thirty million views
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on that channel. By the way, my guest today is Vanessa Van Edwards.
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Welcome to the customer experience podcast.
Thanks for having me, happy to
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be here. Good. Yeah,
I'm so glad we could put this together.
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We did connect in person, one, two, once, which is
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something I can't see about all of
my guests, and so this is good
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to see you again. So,
before we get into customer experience specifically and
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then the science of people, you
recently move from Portland Oregon to Austin Texas.
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Talk a little bit about that.
I'm guessing that somewhere in that process
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of planning and executing this transition for
your family that there may have been some
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really good customer experience stories or some
horror stories like talk about that transition.
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Yeah, so you know, it's
funny. I read a really amazing book
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which I can't recommend highly enough.
It's by Richard Florida. It's called a
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WHO's your city, and I read
this book maybe a decade ago now,
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right when I first came out,
and it talks about the personality of place
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and it made you realize that even
cities have a kind of customer experience.
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Right, every place has a personality. So I'm born and raised in Los
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Angeles, which has a kind of
unique customer experience. Los Angeles is likes
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to feel like it's really the best
of the best. It's a little sexy,
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no ill sense, supret a cool
place. Everything has to be super
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cool and casual in California attitude,
but also exclusive and hard to get into,
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and I was a little tired of
all that effort. Was a little
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tired of all that effort. It's
my husband. I moved to Portland Oregon.
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Totally different kind of customer experience Port
Little Oregon. You can disappear there
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and be a wonderful introverted author and
have no one messed with you and just
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ask what kind of tea would you
like? That book right, that's the
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only experience. But people really keep
to themselves and there's this joke about kind
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of the friend freeze where people feel
like they have enough friends. I think
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that's definitely the case instead of growth
West a little bit where people are kind
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of keeps themselves. Last movie we
did it was to Austin, Texas,
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and Austin has it's so hospitable.
I mean Austin is like this, its
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own kind of company and they're all
about bringing new people. So so far
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I found that they're extremely that southern
hospitality is there, but also that hustle.
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So it's been kind of a fun
experience to see the different personality each
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city. Awesome. Good. I
hope you're settling in well and it's interesting
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the personality of place. I'M gonna
have to check that book out for sure.
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So let's go to where I always
start our proper conversation, which is
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your thoughts or your observations or your
definition of customer experience. So I think
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customer experience is how someone thinks and
feels about up your brands before interacting with
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it, while interacting with it and
after interacting with it. So for us,
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for example, for signs of people, I know that if someone opens
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up their calendar and they see science
of people office hours, because we have
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office hours for our students, they're
having a customer experience with me even from
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that calendar invite, before I even
turn on my office hours for I even
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take a question. And they of
course also have a customer experience with me
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when they're on office hours with me
and they have experience afterwards, whatever I
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leave them with, the feeling that
they have after we hit and on zoom
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or and on our video calls,
as I think that's what it is.
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It's not just your experience with your
customer, it's actually how they think and
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feel that you before and after.
That's so good. It ties to a
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lot of really good definitions, I've
heard in asking that question to many people.
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You know, you covered the entire
life cycle from before they connect with
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you to after, and it's the
thoughts and the feelings and then ultimately of
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coast. Of course, those turn
into the stories. You know that those
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thoughts and feelings turn into the you
know, the horror stories on social media
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or the positive online reviews or the
referrals and all those other things. So
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talk a little bit about signs of
people. On the home page there's just
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a really great statement that speaks to
me personally and I think it's going to
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tee up a lot of our conversation. Here's the best version of you is
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a powerful, charismatic, authentic communicator. How does that relate to science of
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people? And Tell folks a little
about a little bit about what you're trying
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to do with that organization, the
various ways that you sort of people.
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Yeah, so I am. I
like to joke I'm a recovering awkward person.
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People skills just never came naturally to
me and I realized when I was
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on this journey to try to balance
out my Pq. You know, growing
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up I was all the IQ sat
scores, GPA, every number, you
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know, transcripts, and then I
realized very quickly when I got into college
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that that was not the only that
was on the most important part of the
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equation, that pq was as important
as Iq. But what I found was
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that a lot of the resources out
there were written by extroverts. Even like
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the quintessential how to win friends influence
people by Dale Carnegie, or looking at
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all the soft skills courses that were
out there, all the authors, all
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the teachers, were extroverts and so
typically their advice, when you boiled it
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down, was just fake being an
extrovert to be able to make it,
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and I thought there has to be
a better way. There has to be
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something different for people who are introverts
or amberverts. I'm an Ambivert, I'm
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in between extrovert introvert. For us
to be able to be charismatic and memorable
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and authentic, or I say Charismac, a memorable while still being authentic.
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But I don't have to fake being
outgoing or bubbly or the life of the
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party if that's not me and that's, I think, how you belong a
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relationships. And so I decided a
there had to be better way, but
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also be was there any science?
I remember reading how to win friends,
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to influence people and thinking, is
there any research behind this? A lot
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of it makes total set ends from
an instinctive perspective. But has there been
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any studies done on this? And
so I started to do a big deep
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dive in the academic research. We
have a database over twenty hundred studies that
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are favorite body language studies, Communication
Studies, relationship studies that we pull from
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that begin to create a people skills
framework that's for everyone. It's not just
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for extroverts. But we have three
different people that we try to speak to
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it at times. People we really
think about this is our customers. We
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have three customers. The first customer
is our adventurous introvert. It's someone who
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is introverted and they love it,
they own it, but they want to
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be able to grow their career,
meet you people, find their soulmates,
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get a raise, ask for a
bonus and not feel horrible about themselves.
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And we have ambitious ambiverts. So
those are very, very high achieving professionals
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who can dial it up sometime that
they love being on stage but they hate
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pitches, or they love investor talks
but they hate dating. There's like usually
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two or three things they love and
two things they hate. And the last
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customer bucket that we have it we
try to build a really nice experience for
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is our goal oriented extroverts. So
these are extroverts who are incredibly chalented with
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people skills, but they have to
channel it. They're usually they go somewhere
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and they're they're kind of all over
the place, and so our goal for
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them is to figure out what are
your goals and how can we tie your
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exceptional people skills to them? So
everything means that sense people is gearing towards
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helping those three different types of customers. So good. I'm going to go
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out on a limb and say that
most people listening are immediately wondering which type
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of Person Am I am I one
of those three types of people. I'm
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also going to go out on a
limb and assume because reading captivate with such
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an interactive experience. You made it
so fun and useful by having things you
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can participate with throughout the book.
Do you have an assessment or something that's
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going to help someone? I self
identify? Yes, for sure. So
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we actually this is one of our
most popular quizzes. We had a lot
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of quizzes on our website. Our
most popular quiz is the amber her quiz.
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So it's a science of PEOPLECOM amberer. Everybody Logan with sweet fish here.
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I had to take just a second
today to share with you another podcast
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that's in my regular listening rotation.
The sales engagement podcast has some great interviews
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and you pick up a lot of
best practices from revenue leaders that are doing
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the job day in and day out. I've picked up so much learning from
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other sales leaders that are featured on
the show. One of my favorites is
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seven things marketing wish sales knew about
nurturing leads. So check out the sales
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engagement podcast. Wherever you do,
you're listening and by the way, if
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you're not following Scott Barker on Linkedin, you should do that too. All
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right, let's get back to the
show. So when someone reaches out to
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you, I'm going I guess this
happens to you all the time. It
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happens to me from time to time
in the work that I do and it
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really lights me up and brings me
back to life and reminds me why you
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know, work lay and try hard
and you know, go an extra step
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now and then. So when someone
reaches out to you and says I saw
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you speak or I watched your videos
or I went through your course and this
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one thing that I learned changed everything
for me. You know, what are
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a couple of those things when people
reach out to you and say, Gosh,
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the work that you're doing is so
useful and meaningful to me. Like
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what are a couple like top tips
for some of that just is driving by
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this. We are a couple things
that have really connected with people that you
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can teach here briefly. Yeah,
so actually that questions are really wonderful.
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Anything. You're so good asking questions, because that was the question I asked
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myself while writing my Ted talk.
So you have eighteen minutes and if you're
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offered a ted stage, I was
offered a text London stage and you eighteen
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minutes to share something and I thought
to myself, what are the things that
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I've been people have reached out to
me about and said that changed my life
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or that stuff I've used over and
over again. So one that the I
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based a lot of my ted x
talk on was this idea that the brain
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looks for hits and not misses,
and this fundamentally change the way I think
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about people and when I started teaching
it, I realized it was a sticky
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concept. So here's kind of how
I think about it. Have you ever
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been to like a psychic or like
a fortune teller and they say I'm there's
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someone important to you whose name starts
with S, s s right, and
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you think to yourself in your mind
literally go through like a Rolodex and you
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literally go sssss. You go through
everyone in your life until you hit the
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s person right and you go right, yes, I have S. his
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name is Scott. Yeah, the
brain does that in every interaction all the
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time, and they do it with
words and questions. So if you get
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together with someone you asked been busy
lately, their brain is literally going to
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go through their life. Can Go
busy, busy, busy? Oh,
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yes, I was busy, I
am busy. And because of that,
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we are actually priming people or setting
them up to think a certain way by
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the words we use and the questions
we ask. And so if you open
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up a conversation with either or something
negative like Ah, the traffic was terrible,
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wasn't it, you're literally asking that
person to think through their brain terrible,
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terrible, terrible, terrible time.
Yes, WHO's terrible? And most
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people don't like to be competition.
So even if it wasn't terrible. They
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won't say, Oh no, not
for me. And so if you're starting
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on the negative, you're actually asking
their brain to be more negative. Or
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if you're starting on autopilot, you're
asking the brain to go to sleep.
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So if we're an interaction and I
say so, what do you do where
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you're from? Great, great talking. You right, that's like every networking
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conversation. That question means. Well, it means while you're trying to get
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to know them, but you're actually
telling the brain I don't want to talk
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about anything real. I want to
keep it really safe and really comfortable.
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So let's just stay asleep. And
so I think that the thing that,
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if I could do one thing in
this world, it would be to help
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people wake up that. Can we
walk into interaction, get on a video
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call, get on a phone call, open an email and just do something
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different. Don't ask how are you, don't ask what do you do?
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Don't start with something negative. That's
a throwaway comment. Terrible traffic, terrible
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weather, so busy, so stressed, crazy season, right, which usually
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how we start those calls. But
instead, can we take a moment,
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wake our brain up and say what's
one good thing? I could say what's
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one good thing? So first thing
about yourself, which is an amazing gift
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for your own brain, and maybe
it's my Gosh, the sun is out
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and it's glorious right, like,
can I just show you my view right
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now, like it's a glorious,
glorious, glorious. You right, that
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really is. That's Super Nice.
It's a glorious glorious to you. So
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I would say it's such a beautiful
day. So that's one good thing for
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me. And then I can ask
you one good thing. So what's one
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thing I can ask you even or
anyone listening. If it's a week it's
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different. That's positive. I think
you're giving the gift of being optimistic.
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It's great. I love that advice. And so just to translate that,
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I mean obviously I hope people connected
with that right away. It obviously makes
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sense. I'm just coming off of
a very big trade show event like last
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week, so there's a lot of
this, like a lot of captivate stuff
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was alive for me and I was
looking to ask like more interesting questions,
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to have more interesting conversation at work. It absolutely it does. In fact,
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I'm going to before I let you
go in a bit to ask you
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a question that came up between one
of my team members and me that came
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out of captivate that we were expect
he's been really working to do and I've
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been trying to to get better at
myself. But when you're opening a sales
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call, when you're opening a customer
success call, you're answering the phone or
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responding to a ticket, there's so
many things we can do and you can
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actually, I'm going to guess that
you can turn around someone's Day by heaving
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them in a different direction, because
if they're on autopilot or if they're a
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negative or if they feel hurried or
Busi or whatever, you can send them
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off in this other direction that it
can really turn a day around and turn
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a moment around. You will see
it on their face. I cannot tell
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you how many times I've been at
trade shows or conferences or holiday parties whatever,
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and you you're with someone in there
like that, you know they have
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their brain and they're like, so, how do you know the homes and
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you ask to have any amazing holiday
traditions and they go oh, like you
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can literally see their brain wake up. You can see the dopamine a flowing
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through their face, throwing their flow
to their body. And, by the
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way, that's not just a nice
thing, right. So yes, it's
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great to have positive conversation, it's
nice to wait people love, but this
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also benefits you. So every time. Dr John Medina found that when you
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produce dopamine for someone else, it
actually creates the equivalent of a mental sticky
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note in their brain. In other
words, we like being around people who
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give us pleasure, and so if
I ask the question that something sparking,
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that person only has pleasure, but
they also create a post it note in
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their mind that when they see my
face, when they hear my name,
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when they see me at a party, their brain goes who that was good,
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I'm going to talk to her again. So this is also makes you
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more more memorable. I think it's
most authentic way to be more memorable.
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So good. It's actually sets up
a transition for me. I want to
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ask you a little bit about video. It's something that we both are very
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passionate about, and you've been using
youtube very successfully for what a dozen years
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or so? I'm going to guess
that being able to put that stuff together
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by presenting in videos opposed to over
the phone or through a type out email
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or something else, probably convey some
benefits. Talk a little bit about any
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of the science around video and why
you committed to it so long ago and
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what it's done for you. Yeah, so I joined Youtube in two thousand
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and seven, like that's people.
Let me to tell you. Imagine.
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So I just graduated from college,
I went to Emery University and I tell
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my parents I'm going to start a
youtube channel. My parents were like,
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are you? What are you?
Who? Are you tough? I mean
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like literally, that was the approach
to you to at first right, and
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I knew it was something special.
I knew it was going to catch on.
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Everyone thought it was a fad,
everyone thought it was going to go
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away, and now youtube is a
certain engine. I mean it is the
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equivalent of Google, and so it's
completely change my business. And then I
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was very encouraged to read some science
much later on. They want to know
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if oxytosin could be produced through video, and Oxytosin is the wonderful chemical bonding
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of connection. I took a lot
about it and captivate and they know that
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oxytosin happens. When we touched shake
hands, hug, I five this funk,
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and also when we make eye contact. But they weren't sure if that
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happened over video and they found it. Yes, even through a little tiny
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dot that I looking at right now. Through video we can produce oxytosin and
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that was like, it was like
adding gasoline to the fire. For me,
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I was like, okay, we
are already cooking, we're already like
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like the the fire is there,
I just want to ignite it. And
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so hearing that made me realize that
video was the single best way for me
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to connect with my customers. It
requires a level of vulnerability to get going.
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Now this is so long ago that
you probably don't remember it for your
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fire member. Okay, will so. So then go back there and maybe
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maybe color something around this. You
know with other folks. You knows you.
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I'm sure you're working with people who
were aspiring to get a techech stage
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and aspiring to be more comfortable really
in their own skin in front of other
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people. Video, of course,
is a little bit of a different dynamic
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than a networking event. Then at
tedex stage. You all these environments have
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their own unique qualities and characteristics and
challenges, but speak a little bit to
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someone who's listening is like, Gosh, that does sound really good. The
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oxytose and thing is interesting, but
I just can't do that. Or I
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tried once and it sucked really bad. Give those people some hope and maybe
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tell them the story of an Awkward
Youtuber in two thousand and seven. Oh
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yeah, so a couple things here. One is I started in two thousand
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and seven, but if you look
at my channel you'll see that my videos
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don't go back as far as a
thousand and seven, and that's because I've
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hidden almost every video from two thousand
and seven, two thousand and eight,
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two thousand and nine and two thousand
and ten. So that's the first thing.
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Is Video is actually they can go
away in a certain sense, right
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like when I said a video to
someone. It doesn't have to be perfect
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and you can always do them over
and it can always redo them. So
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it took me four years to get
good at video. For years we'll start
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seeing videos on my channel. So
it takes a while if you're not born
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with it. No one's born with
it, and the metaphor that I give
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you is this. I have a
sixteen month old daughter and she's learning how
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to eat the first time, like
she's learning how to use a spoon.
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She's learning. He hates here with
her hands. And I was watching her
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eat the other day with such dusto
and there was just food everywhere and she
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was loving it, and I thought
to myself, you know, every single
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person I know, every adult I
know, is an expert at eating.
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Expert I mean expert level. Every
single person I know is great at cutting
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their steak and forking food in their
mouth. They weren't in the beginning.
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And so what I say is anything
good takes a little bit to learn.
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So, just like eating, I
think that sometimes socializing in a different way
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or filming video or being charismatic or
trying to find your voice, it takes
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a minute. Give it a minute. Yeah, and you don't need to
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go back to your authentic communicator from
your home page. You know, you
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don't have to be this big,
dynamic personality to be successful with you just
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have to be yourself, comfortable and
confident in your own skin. Yeah,
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like if I if I tried to
be Gary v Gary Manner Truck on my
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youtube channel, it wouldn't work.
In fact, I can bet you that
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there are thousands of people who are
trying to be like Gary V on their
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Youtube Channel and no one's watching them. I got on my intube channel and
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I was just Vanessa, not even
Vanessa n Edwards, just Vanessa, and
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that works. The videos where I'm
not myself, they don't do as well,
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and you can go look at my
youtube channel and I'll give you some
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insight into it. So one thing
I'm really struggling with right now mytube channel,
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very transparently, is scripts. So
I have a lot of content youtube.
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I want to get it right,
I want to get it perfect,
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I want to deliver the best possible
message statistics and charts and graphs and examples,
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which means I write these really long, amazing scripts. The problem is,
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is a script it's very, very
hard to be charismatic, and so
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right now I'm trying to wean myself
off of scripts. And the reason for
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this is because I looked at my
age channel and you, SAR twenty two
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channel, go to the most popular
videos on age channel, you'll notice my
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most popular videos are the ones of
me just talking to people. They're the
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ones of my news clips. They're
not my talking head videos. So I
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think my top ten videos and this
is what we discovered about it two years
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ago. My top ten videos are
from six years ago and they're just me
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talking. Where is my most produced
videos, with graphics and after effects and
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a script that took me five days
to perfect it and music? They're not
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doing as well, and so I'm
trying really hard. My authentic communicator self
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is me actually just talking, which
is still hard even after twelve years on
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Youtube. Yep, it's a journey. We're all on it. So for
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those people who are let's speak specifically
to like someone who's doing customer potential customer
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calls right whether it's a support person
or salesperson or somewhere else in the organization,
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but could even be hr you know, looking to potentially recruit or pull
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someone in or whatever you know they're
doing. You know we're doing a zoom
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call. You mentioned zoom before.
I use zoom all the time. I
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A couple of my key team members
are in other cities and so we just
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hang out and it's just a very
natural, comfortable thing for us. But
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there are people listening to this right
now that don't turn on the call or
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they're not using a video service for
one of these synchronous calls. I'm gonna
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go to a very specific thing.
One of the things we lose of courses
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there the rich nonverbal this, this
eye contact, that really eye contact.
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I'm looking at you on my screenstead
of looking directly into my Webcam. But
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you know, one of the really
cool stats in there is that our brain
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gives twelve and a half times more
weight to hand gestures, and so you
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don't have to be a big hand
talk or just speak a little bit to
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what's missing. If I'm going to
do this four minute phone call with somebody
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versus a four minute video call,
what are some of the differences in the
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gaps their hand gestures or any other
ones? Like argue to someone that they
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should probably turn their camera on.
That, by the way, I've been
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on that too. That's I always
find that super weird. Someone's on a
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zoom call with me but they don't
turn their camera on, like, what's
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that about? Comes right, totally. So first let's dive into that stat.
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Twelve and a half times more powerful. So actually we're talking about that
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figure. We're talking about nonverbal.
So are nonverbal is just twelve and a
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half times more important than a verbal
and the reason for this is because if
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I were to get on this call
and say yeah, I'm so happy to
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be here, you would absolutely know, even from my tone of voice and
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especially if my facial des Question,
I'm not so happy to be here.
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Where's I get honest say I'm so
happy to be here and I smile and
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I have an update big voice.
Your brain believes my tone and my face
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more than the words, way more
than the words. So that's what they
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mean, is that we tend to
know that our facial expressions, our voice
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tone, our body, our hand
gestures, it's much harder to lie with
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those right. So like, for
example, a game that I often play
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on stage, as I'll ask people
to make the opposite hand gesture of what
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they're saying. It's really hard.
You could try this one right now.
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So say I want to tell you
three things, but hold up two fingers.
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I want to tell you three things. It's really hard to hold up
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the opposite number of what you're saying. That's because it's physically harder to lie
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with our nonverbal in our body.
And so this is one of the reasons
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why video is so important, is
because the other person's brain is having a
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harder time comprehending you, remembering what
you say and believing what you say when
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they only have voice tone alone what
I'm able to say. I have three
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things I want to tell you.
You literally believe those three things more and
395
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you were more like the remember there
was three things she had, because you
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see it right, three just seeing
it. Or if I if I say
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to you I have a really,
really big idea, it's huge and I'm
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using my hands take up the whole
screen, you're going to believe that more
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than if I say I have a
really, really big idea, it's huge,
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holding my fingers super small. And
so we're constantly using hand gestures to
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comprehend. And so you want to
be more clear, you want to be
402
00:28:00.059 --> 00:28:03.619
more memorable, if you want people
to enjoy what you're actually saying, the
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easiest, quickest way to do that
is just to snap on your video.
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That's it. Great's exactly what I
was hoping you would offer. Those really
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useful and I learned a couple things
through too. So this is the fun
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nugget from captivate that I've been trying
to implement. I had a great opportunity
407
00:28:18.890 --> 00:28:22.609
to do it last week ending a
conversation on your terms, you know,
408
00:28:22.730 --> 00:28:26.009
like like grapping it up and putting
a button on it. Talk about the
409
00:28:26.049 --> 00:28:29.440
importance of that and maybe a couple
techniques there. Yes, okay. So
410
00:28:29.559 --> 00:28:32.960
actually one of our most viewed youtube
videos is on the art of the graceful
411
00:28:32.960 --> 00:28:34.960
exit. So if you really struggle
with this, I have a couple of
412
00:28:36.039 --> 00:28:40.519
very specific tips on had a graceful
exit a conversation. So there's a couple
413
00:28:40.559 --> 00:28:42.269
things you can do to exit.
My favorite is called the future mention.
414
00:28:42.910 --> 00:28:45.910
So I don't know how you tried
this yet, Ethn. No, okay,
415
00:28:47.029 --> 00:28:48.750
so this is my favorite way of
grace to eggs, and I have
416
00:28:48.750 --> 00:28:51.230
a whole bunch. If that's it, this is not your favorite. So
417
00:28:51.349 --> 00:28:55.349
a future mentioned. What happens in
an interaction is you're here right, we're
418
00:28:55.390 --> 00:28:57.339
talking, we're talking, we're talking, we're talking about this podcast, these
419
00:28:57.420 --> 00:29:02.380
listeners, these customers, like right
here right, and so when you want
420
00:29:02.420 --> 00:29:04.619
to leave, you're thinking about the
future. So it's very hard to be
421
00:29:04.740 --> 00:29:10.289
like Keey, bye, see you
later. And so a graceful transition is
422
00:29:10.369 --> 00:29:12.130
to mention something in the future.
So we're talking, we're talking, and
423
00:29:12.210 --> 00:29:15.609
I say so even, what are
you going? What you have anything fun?
424
00:29:15.690 --> 00:29:18.849
Plan this weekend also a good priming
thing. Way, something fun,
425
00:29:18.890 --> 00:29:22.250
because I even in his head goes
fun, Fun, Fun, Fun,
426
00:29:22.690 --> 00:29:26.319
right. He's like literally searching for
fun and he says, yeah, we
427
00:29:26.440 --> 00:29:29.039
have this or you know what,
I don't have anything fun, but I
428
00:29:29.200 --> 00:29:30.920
hope will some have something fun.
So even if someone doesn't have something fun,
429
00:29:32.119 --> 00:29:34.200
so the question and then I can
say yeah, yeah, I'm so
430
00:29:34.440 --> 00:29:37.079
looking forward to it. Need too. I'm going to go to the Rose
431
00:29:37.119 --> 00:29:41.150
Festival as again with my daughter.
I can't wait. Well, listen,
432
00:29:41.670 --> 00:29:45.589
because now we're already talking with the
future, I can use that future mentioned
433
00:29:45.789 --> 00:29:49.109
as a jumping board for getting out
of the conversation. So yeah, I'm
434
00:29:49.109 --> 00:29:52.670
going to the Rose Cuestal of my
daughter. I can't wait. Well,
435
00:29:52.710 --> 00:29:55.900
listen. I hope you have such
a lovely time with your family then.
436
00:29:55.980 --> 00:29:59.420
And it was so wonderful speaking to
you, and I'll be sure I mentioned
437
00:29:59.619 --> 00:30:03.339
to follow up with you on linkedin
email you. That thing sends that link
438
00:30:03.460 --> 00:30:07.210
and it was so good talking to
you. Right. Yeah, so I
439
00:30:07.410 --> 00:30:10.650
always meant to ask a future question
which you're genuinely interested in, and then
440
00:30:10.690 --> 00:30:12.089
use it as a springboard and talk
about next steps. And then it's like
441
00:30:12.170 --> 00:30:17.130
a very easy out. It's also
it warms them up that the conversation is
442
00:30:17.130 --> 00:30:18.450
going to end in case they have
one more thing they want to tell you.
443
00:30:19.369 --> 00:30:22.559
Love it so good and again,
I think about a lot of this
444
00:30:22.640 --> 00:30:27.200
in a networking situation, but we
find ourselves in conversations that need to end
445
00:30:27.640 --> 00:30:33.519
in a variety of scenarios, and
so you've Bedeo to it where it totally
446
00:30:33.559 --> 00:30:37.190
it does. Just give me one
more quick one, one more quick ending
447
00:30:37.390 --> 00:30:40.589
for Gail ending. Yeah, so
graceful ending, any kind of follow up.
448
00:30:41.029 --> 00:30:41.710
So, like, you're taught,
your chatting, your chatting. You're
449
00:30:41.750 --> 00:30:45.470
talking, but you mentioned something earlier
than conversation, about this hilarious youtube video.
450
00:30:45.509 --> 00:30:48.750
You have to send them. So
you're talking. Oh my gosh,
451
00:30:48.430 --> 00:30:52.339
listen, I have to remember.
We let me just get out my phone.
452
00:30:52.339 --> 00:30:53.779
I'm going to send you that really
funny video. Okay, a man,
453
00:30:53.859 --> 00:30:57.220
not for myself. This was so
great. This is so great talking.
454
00:30:57.380 --> 00:31:00.940
I'm so glad we are with the
chat. I'm and send that video
455
00:31:00.019 --> 00:31:03.450
to you and I'll see you next
time, right like. So you can
456
00:31:03.490 --> 00:31:07.849
actually circle back some and you brought
up as a reminder to your saw.
457
00:31:07.130 --> 00:31:11.450
I'm a big fan of like literally
I'll bring my phone out and write a
458
00:31:11.490 --> 00:31:14.369
reminder of myself. Literally, I
always have had a paper and a pen
459
00:31:14.809 --> 00:31:17.130
because I'm like, Oh, let
me, that's so good, that's so
460
00:31:17.210 --> 00:31:19.200
good, that's so good. That
just took us out of the moment,
461
00:31:19.359 --> 00:31:22.359
which is absolutely want. Right,
I want. The whole point is you're
462
00:31:22.400 --> 00:31:26.799
using a prop to take you out
of the moment, so then you can
463
00:31:26.839 --> 00:31:30.119
say this is so great, I'll
see you next time. Really good.
464
00:31:30.720 --> 00:31:36.190
So this has been awesome. It
was we could obviously go. We by
465
00:31:36.190 --> 00:31:40.390
the way, in captivate you leaned
on a lot of the same research that
466
00:31:40.549 --> 00:31:42.829
Steve and I ended up leaning on
and Rehumanize Your Business, and so when
467
00:31:42.869 --> 00:31:48.339
I read captivate I was just immediately
like we need to connect. So glad
468
00:31:48.380 --> 00:31:51.180
we could got together in person,
got together for this conversation. I really
469
00:31:51.180 --> 00:31:55.539
appreciate your time and really appreciate your
work very much. Before I let you
470
00:31:55.579 --> 00:31:57.180
go, I love to give you
a few opportunities in the first one is
471
00:31:57.220 --> 00:32:00.730
based in our number one core value
of relationships, and so this is your
472
00:32:00.769 --> 00:32:05.369
chance to think or mention someone who's
had a positive impact on your life or
473
00:32:05.450 --> 00:32:08.289
career and to give a shout out
to a company that is really delivering a
474
00:32:08.329 --> 00:32:13.089
great experience for you as a customer. Suirs. I'll start off with the
475
00:32:13.170 --> 00:32:16.960
company that I think it's just it's
just snails at on customer experience. Ten
476
00:32:17.039 --> 00:32:22.119
years ago I got my genetics done
by twenty three and me and ever since
477
00:32:22.200 --> 00:32:28.359
then I'm in a relationship with them. I've never paid them since that one
478
00:32:28.680 --> 00:32:31.549
did I test ten years ago,
but we have a relationship because they have
479
00:32:31.710 --> 00:32:37.349
my genetics and they're continuously doing tests
and they did this incredible job of I'm
480
00:32:37.630 --> 00:32:42.750
constantly taking their surveys, looking at
their email. I log in the portal
481
00:32:42.789 --> 00:32:45.819
all the time and one of my
favorite things they do is they will offer
482
00:32:45.980 --> 00:32:52.460
a dopeomine hit and an email,
so they'll say learn if you're predisposed to
483
00:32:52.579 --> 00:32:57.099
public speaking. I might think of
that email all day, right, and
484
00:32:57.180 --> 00:33:00.329
then I take a little survey right
which is like, do you like public
485
00:33:00.329 --> 00:33:01.970
speaking? Do not ACO seeing since
but I was one of the early people
486
00:33:01.970 --> 00:33:05.569
for twenty three me. I do
a lot of service. So they got
487
00:33:05.609 --> 00:33:07.690
my dopmine, I took a little
quiz, which I love, and then
488
00:33:07.690 --> 00:33:12.329
I found out myself amazing customer loop. But then what they do is like
489
00:33:12.490 --> 00:33:17.880
a month later they say you contributed
to big research. Thank you, which
490
00:33:19.000 --> 00:33:22.799
also makes me feel like wow,
I took three minutes to that survey three
491
00:33:22.839 --> 00:33:27.309
months ago and actually meant something,
and so then they thank me with gratitude
492
00:33:27.349 --> 00:33:30.549
for taking that survey. It's an
amazing loop. So twenty three and me.
493
00:33:30.589 --> 00:33:32.630
They just kill it, like they
just nail it. I have like
494
00:33:32.750 --> 00:33:36.910
a great relationship with them and I
haven't even paid them since and I wouldn't
495
00:33:36.910 --> 00:33:38.230
buy the way. If they offered
another service, I would buy it in
496
00:33:38.269 --> 00:33:44.500
a heartbeat. Doesn't even matter what
it was, I'd buy so good and
497
00:33:44.940 --> 00:33:47.539
a person. I would actually mention
my good friend Zack Tutin. Zach runs
498
00:33:47.700 --> 00:33:52.940
brand new, which is an incredible
social agency in Los Angeles. Zach was
499
00:33:52.059 --> 00:33:55.089
the first first person I ever knew
at emery. He was a year older
500
00:33:55.130 --> 00:33:59.809
than me. Our parents knew each
other and he kind of introduced me to
501
00:33:59.890 --> 00:34:02.490
everyone who was really welcoming, really
sweet, and we've stayed in touch ever
502
00:34:02.609 --> 00:34:06.569
since. Like he's just such a
great friend, a great person to know.
503
00:34:06.690 --> 00:34:09.559
And then who knew that a year
ago we actually hired this agency to
504
00:34:09.760 --> 00:34:14.320
help us all of our social media
and so I just feel like sometimes you
505
00:34:14.400 --> 00:34:17.519
don't know more relationship is going to
go, but you just like someone and
506
00:34:17.760 --> 00:34:20.880
those are the best kind of people
to have in your life. So if
507
00:34:20.880 --> 00:34:23.119
you have someone where like you think
we're never going to work together, like
508
00:34:23.349 --> 00:34:28.389
we're what. I just like this
person. That's the best kind of relationship
509
00:34:28.429 --> 00:34:30.710
to have. So good, such
a great answer both of them, and
510
00:34:31.389 --> 00:34:37.030
that he's up. My closer here, which is people enjoy this conversation.
511
00:34:37.309 --> 00:34:39.139
They want to check out some of
those youtube videos or they want to connect
512
00:34:39.139 --> 00:34:42.940
with you on social where they want
to follow up on science of people,
513
00:34:43.059 --> 00:34:45.980
maybe check out some of the coursework
available or check out captivate. Where would
514
00:34:45.980 --> 00:34:50.739
you send any of those people?
Sure, so I have captivate as wherever
515
00:34:50.820 --> 00:34:52.769
books are sold, Amazon and I
read my own audible. So I had
516
00:34:52.769 --> 00:34:55.690
a really good time reading the audiobook, if you like audio books. And
517
00:34:55.769 --> 00:35:00.530
then the big one is signing up
to our monthly insights. So every week
518
00:35:00.530 --> 00:35:02.050
I sent out a weekly win,
which is either a new piece of research
519
00:35:02.050 --> 00:35:08.000
or a new video to our audience
and our newsletters are pretty amazing and I
520
00:35:08.239 --> 00:35:10.920
know a little biased and I say
that, but a lot of people tell
521
00:35:10.920 --> 00:35:14.960
us it's something they look forward to
most every Wednesday and they get it so
522
00:35:15.599 --> 00:35:19.159
that science peoplecom anywhere. You sign
up, you'll get it. Awesome,
523
00:35:19.199 --> 00:35:22.630
Vanessa. Thank you so much for
your time, thanks for the insights and
524
00:35:22.750 --> 00:35:28.070
thanks for helping people succeed in building
relationship with each other more effectively. Thanks
525
00:35:28.110 --> 00:35:32.389
so much even thanks everyone for listening. If you want to be more memorable,
526
00:35:32.630 --> 00:35:37.219
the easiest, quickest way to do
that is just to snap on your
527
00:35:37.260 --> 00:35:39.500
video. That's it. What a
great line, what a great interview,
528
00:35:39.579 --> 00:35:44.019
what a great person. I hope
you enjoyed your time with Vanessa van Edwards
529
00:35:44.260 --> 00:35:46.659
here on the CX series on the
B tob growth show. My name is
530
00:35:46.780 --> 00:35:51.489
Ethan Butte, and Vanessa and I
did snap on our video. If you
531
00:35:51.570 --> 00:35:54.690
want to check out video clips from
this episode and from every episode of the
532
00:35:54.769 --> 00:36:02.010
customer Experience Podcast, just visit bombombcom
slash podcast. That's the word bomb twice
533
00:36:02.170 --> 00:36:08.360
bomb bombcom forward slash podcast. Thanks
for listening and have a great day.
534
00:36:12.239 --> 00:36:15.119
Hey, everybody, Logan with sweetfish
here. If you're a regular listener of
535
00:36:15.239 --> 00:36:19.190
BB growth, you know that I'm
one of the cohosts of this show,
536
00:36:19.510 --> 00:36:22.630
but you may not know that I
also head up the sales team here at
537
00:36:22.670 --> 00:36:25.590
sweetfish so, for those of you
in sales or sales offs, I wanted
538
00:36:25.630 --> 00:36:30.510
to take a second to share something
that's made us insanely more efficient lately.
539
00:36:30.949 --> 00:36:34.420
Our team has been using lead Iq
for the past few months, and what
540
00:36:34.619 --> 00:36:37.980
used to take us four hours gathering
contact data now takes us only one,
541
00:36:38.340 --> 00:36:44.460
or seventy five percent more efficient.
We're able to move faster withoutbound prospecting and
542
00:36:44.659 --> 00:36:49.690
organizing our campaigns is so much easier
than before. I'd highly suggest you guys
543
00:36:49.730 --> 00:36:53.090
check out lead Iq as well.
You can check them out at lead iqcom.
544
00:36:53.489 --> 00:36:57.849
That's Elle a d iqcom