Feb. 20, 2020

#CX 40: Unlocking the Science of Video w/ Vanessa Van Edwards

In this episode of the #CX series, , Chief Evangelist at BombBomb, talks with , lead investigator at  and author of , about specific tips to connect and communicate with people more effectively in person and in video. Listen...

In this episode of the #CX series, Ethan Beute, Chief Evangelist at BombBomb, talks with Vanessa Van Edwards, lead investigator at Science of People and author of Captivate, about specific tips to connect and communicate with people more effectively in person and in video.

Listen to more episodes of Ethan's podcast, The Customer Experience Podcast! Use the following links to subscribe in your favorite podcast player:

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To find the other podcast we recommended in today's episode, check out The Sales Engagement Podcast on Apple Podcasts or wherever you do your listening!

Transcript
WEBVTT 1 00:00:05.719 --> 00:00:09.589 And so you want to be more clear, you want do more memorable, 2 00:00:10.029 --> 00:00:14.550 if you want people to enjoy what you're actually saying. The easiest quick as 3 00:00:14.589 --> 00:00:19.910 waited as just stop on the video. That's it. A relationship with the 4 00:00:19.949 --> 00:00:24.579 right referral partner could be a game changer for any BEDB company. So what 5 00:00:24.660 --> 00:00:29.820 if you could reverse engineer these relationships at a moment's notice, start a podcast, 6 00:00:30.339 --> 00:00:35.219 invite potential referral partners to be guests on your show and grow your referral 7 00:00:35.259 --> 00:00:45.369 network faster than ever. Learn more. At Sweet Fish Mediacom you're listening to 8 00:00:45.490 --> 00:00:50.280 be tob growth, a daily podcast for B TOB leaders. We've interviewed names 9 00:00:50.320 --> 00:00:53.920 you've probably heard before, like Gary Vander truck and Simon Senek, but you've 10 00:00:54.000 --> 00:00:58.079 probably never heard from the majority of our guests. That's because the bulk of 11 00:00:58.159 --> 00:01:02.679 our interviews aren't with professional speakers and authors. Most of our guests are in 12 00:01:02.719 --> 00:01:07.390 the trenches, leading sales and marketing teams. They're implementing strategy, they're experimenting 13 00:01:07.469 --> 00:01:11.030 with tactics, they're building the fastest growing BTB companies in the world. My 14 00:01:11.109 --> 00:01:15.430 name is James Carberry. I'm the founder of sweet fish media, a podcast 15 00:01:15.510 --> 00:01:19.019 agency for BB brands, and I'm also one of the cohosts of this show. 16 00:01:19.659 --> 00:01:23.340 When we're not interviewing sales and marketing leaders, you'll hear stories from behind 17 00:01:23.379 --> 00:01:26.659 the scenes of our own business. Will share the ups and downs of our 18 00:01:26.739 --> 00:01:30.780 journey as we attempt to take over the world. Just getting well, maybe 19 00:01:32.420 --> 00:01:41.129 let's get into the show. No matter your title, no matter your role, 20 00:01:41.530 --> 00:01:45.090 no matter Your Business, the best version of you is a powerful, 21 00:01:45.209 --> 00:01:51.799 charismatic and authentic communicator, someone who communicates clearly and connects with people effectively, 22 00:01:52.040 --> 00:01:56.079 and today's guest can help. My name is Ethan beued and you're listening to 23 00:01:56.120 --> 00:02:00.719 the CX series here on the Bab growth show. Vanessa van Edwards is the 24 00:02:00.760 --> 00:02:05.709 lead behavioral investigator at Science of people. She's also the author of the best 25 00:02:05.750 --> 00:02:10.870 selling book captivate, the Science of succeeding with people, how to open conversations 26 00:02:12.069 --> 00:02:16.659 more effectively, how to exit conversations gracefully, great tips around using video to 27 00:02:16.780 --> 00:02:23.580 communicate and connect, and so much more. So let's get going. Hey, 28 00:02:23.699 --> 00:02:28.659 today we're talking about how people work. Insights into how we can connect 29 00:02:28.659 --> 00:02:32.050 and communicate more effectively with our customers. Our Future customers, are team members 30 00:02:32.210 --> 00:02:37.370 and everyone else who matters in our businesses and in our lives. I've got 31 00:02:37.569 --> 00:02:40.129 for you a best selling author and the lead investigator at science of people. 32 00:02:40.370 --> 00:02:46.840 She's developed a science based framework for understanding different personalities to improve our Eq and 33 00:02:46.960 --> 00:02:50.800 help us communicate with all those people I just mentioned. She's the author of 34 00:02:50.960 --> 00:02:53.639 captivate, the science of succeeding with people. It's a book that many of 35 00:02:53.719 --> 00:02:57.360 us have read here at bomb and it's even one that we give away as 36 00:02:57.400 --> 00:03:01.870 gifts because so many of the lessons are transferable to video. She consults companies 37 00:03:01.909 --> 00:03:07.310 large and small. She produces great content on our website and on her youtube 38 00:03:07.349 --> 00:03:10.389 channel, and there's are massive traffic as a result, approaching thirty million views 39 00:03:10.430 --> 00:03:14.819 on that channel. By the way, my guest today is Vanessa Van Edwards. 40 00:03:15.060 --> 00:03:17.860 Welcome to the customer experience podcast. Thanks for having me, happy to 41 00:03:17.939 --> 00:03:21.500 be here. Good. Yeah, I'm so glad we could put this together. 42 00:03:21.539 --> 00:03:23.699 We did connect in person, one, two, once, which is 43 00:03:23.819 --> 00:03:27.330 something I can't see about all of my guests, and so this is good 44 00:03:27.330 --> 00:03:30.210 to see you again. So, before we get into customer experience specifically and 45 00:03:30.289 --> 00:03:36.370 then the science of people, you recently move from Portland Oregon to Austin Texas. 46 00:03:36.810 --> 00:03:38.689 Talk a little bit about that. I'm guessing that somewhere in that process 47 00:03:38.689 --> 00:03:44.800 of planning and executing this transition for your family that there may have been some 48 00:03:44.960 --> 00:03:49.439 really good customer experience stories or some horror stories like talk about that transition. 49 00:03:49.479 --> 00:03:53.319 Yeah, so you know, it's funny. I read a really amazing book 50 00:03:53.319 --> 00:03:55.669 which I can't recommend highly enough. It's by Richard Florida. It's called a 51 00:03:55.750 --> 00:04:00.189 WHO's your city, and I read this book maybe a decade ago now, 52 00:04:00.629 --> 00:04:04.710 right when I first came out, and it talks about the personality of place 53 00:04:05.590 --> 00:04:11.219 and it made you realize that even cities have a kind of customer experience. 54 00:04:11.580 --> 00:04:15.740 Right, every place has a personality. So I'm born and raised in Los 55 00:04:15.780 --> 00:04:20.860 Angeles, which has a kind of unique customer experience. Los Angeles is likes 56 00:04:20.899 --> 00:04:25.529 to feel like it's really the best of the best. It's a little sexy, 57 00:04:25.850 --> 00:04:29.209 no ill sense, supret a cool place. Everything has to be super 58 00:04:29.290 --> 00:04:32.730 cool and casual in California attitude, but also exclusive and hard to get into, 59 00:04:33.490 --> 00:04:38.449 and I was a little tired of all that effort. Was a little 60 00:04:38.490 --> 00:04:41.600 tired of all that effort. It's my husband. I moved to Portland Oregon. 61 00:04:42.439 --> 00:04:46.560 Totally different kind of customer experience Port Little Oregon. You can disappear there 62 00:04:46.879 --> 00:04:50.959 and be a wonderful introverted author and have no one messed with you and just 63 00:04:51.120 --> 00:04:55.709 ask what kind of tea would you like? That book right, that's the 64 00:04:55.790 --> 00:05:00.629 only experience. But people really keep to themselves and there's this joke about kind 65 00:05:00.670 --> 00:05:04.189 of the friend freeze where people feel like they have enough friends. I think 66 00:05:04.189 --> 00:05:08.699 that's definitely the case instead of growth West a little bit where people are kind 67 00:05:08.699 --> 00:05:12.740 of keeps themselves. Last movie we did it was to Austin, Texas, 68 00:05:12.779 --> 00:05:16.100 and Austin has it's so hospitable. I mean Austin is like this, its 69 00:05:16.379 --> 00:05:21.449 own kind of company and they're all about bringing new people. So so far 70 00:05:21.810 --> 00:05:28.370 I found that they're extremely that southern hospitality is there, but also that hustle. 71 00:05:28.730 --> 00:05:30.730 So it's been kind of a fun experience to see the different personality each 72 00:05:30.810 --> 00:05:34.879 city. Awesome. Good. I hope you're settling in well and it's interesting 73 00:05:34.959 --> 00:05:38.600 the personality of place. I'M gonna have to check that book out for sure. 74 00:05:39.120 --> 00:05:43.120 So let's go to where I always start our proper conversation, which is 75 00:05:43.480 --> 00:05:49.029 your thoughts or your observations or your definition of customer experience. So I think 76 00:05:49.470 --> 00:05:58.910 customer experience is how someone thinks and feels about up your brands before interacting with 77 00:05:59.069 --> 00:06:03.069 it, while interacting with it and after interacting with it. So for us, 78 00:06:03.110 --> 00:06:06.779 for example, for signs of people, I know that if someone opens 79 00:06:06.819 --> 00:06:11.699 up their calendar and they see science of people office hours, because we have 80 00:06:11.699 --> 00:06:15.019 office hours for our students, they're having a customer experience with me even from 81 00:06:15.060 --> 00:06:19.129 that calendar invite, before I even turn on my office hours for I even 82 00:06:19.170 --> 00:06:23.209 take a question. And they of course also have a customer experience with me 83 00:06:23.329 --> 00:06:27.769 when they're on office hours with me and they have experience afterwards, whatever I 84 00:06:27.889 --> 00:06:31.920 leave them with, the feeling that they have after we hit and on zoom 85 00:06:32.000 --> 00:06:35.199 or and on our video calls, as I think that's what it is. 86 00:06:35.240 --> 00:06:39.240 It's not just your experience with your customer, it's actually how they think and 87 00:06:39.319 --> 00:06:42.800 feel that you before and after. That's so good. It ties to a 88 00:06:42.879 --> 00:06:46.959 lot of really good definitions, I've heard in asking that question to many people. 89 00:06:46.350 --> 00:06:48.949 You know, you covered the entire life cycle from before they connect with 90 00:06:49.029 --> 00:06:53.110 you to after, and it's the thoughts and the feelings and then ultimately of 91 00:06:53.230 --> 00:06:56.110 coast. Of course, those turn into the stories. You know that those 92 00:06:56.110 --> 00:06:59.509 thoughts and feelings turn into the you know, the horror stories on social media 93 00:06:59.550 --> 00:07:01.660 or the positive online reviews or the referrals and all those other things. So 94 00:07:02.180 --> 00:07:05.339 talk a little bit about signs of people. On the home page there's just 95 00:07:05.459 --> 00:07:10.100 a really great statement that speaks to me personally and I think it's going to 96 00:07:10.220 --> 00:07:14.100 tee up a lot of our conversation. Here's the best version of you is 97 00:07:14.139 --> 00:07:18.569 a powerful, charismatic, authentic communicator. How does that relate to science of 98 00:07:18.610 --> 00:07:21.329 people? And Tell folks a little about a little bit about what you're trying 99 00:07:21.370 --> 00:07:25.649 to do with that organization, the various ways that you sort of people. 100 00:07:26.490 --> 00:07:29.970 Yeah, so I am. I like to joke I'm a recovering awkward person. 101 00:07:30.560 --> 00:07:34.319 People skills just never came naturally to me and I realized when I was 102 00:07:34.439 --> 00:07:39.879 on this journey to try to balance out my Pq. You know, growing 103 00:07:39.879 --> 00:07:43.439 up I was all the IQ sat scores, GPA, every number, you 104 00:07:43.560 --> 00:07:46.629 know, transcripts, and then I realized very quickly when I got into college 105 00:07:46.670 --> 00:07:49.029 that that was not the only that was on the most important part of the 106 00:07:49.069 --> 00:07:53.949 equation, that pq was as important as Iq. But what I found was 107 00:07:53.990 --> 00:07:58.069 that a lot of the resources out there were written by extroverts. Even like 108 00:07:58.149 --> 00:08:01.259 the quintessential how to win friends influence people by Dale Carnegie, or looking at 109 00:08:01.259 --> 00:08:05.939 all the soft skills courses that were out there, all the authors, all 110 00:08:05.019 --> 00:08:11.100 the teachers, were extroverts and so typically their advice, when you boiled it 111 00:08:11.259 --> 00:08:13.850 down, was just fake being an extrovert to be able to make it, 112 00:08:16.170 --> 00:08:18.930 and I thought there has to be a better way. There has to be 113 00:08:20.089 --> 00:08:24.410 something different for people who are introverts or amberverts. I'm an Ambivert, I'm 114 00:08:24.449 --> 00:08:28.399 in between extrovert introvert. For us to be able to be charismatic and memorable 115 00:08:28.439 --> 00:08:33.039 and authentic, or I say Charismac, a memorable while still being authentic. 116 00:08:33.799 --> 00:08:37.399 But I don't have to fake being outgoing or bubbly or the life of the 117 00:08:37.519 --> 00:08:41.080 party if that's not me and that's, I think, how you belong a 118 00:08:41.159 --> 00:08:43.950 relationships. And so I decided a there had to be better way, but 119 00:08:43.990 --> 00:08:48.029 also be was there any science? I remember reading how to win friends, 120 00:08:48.029 --> 00:08:50.990 to influence people and thinking, is there any research behind this? A lot 121 00:08:52.029 --> 00:08:56.980 of it makes total set ends from an instinctive perspective. But has there been 122 00:08:56.019 --> 00:09:00.659 any studies done on this? And so I started to do a big deep 123 00:09:00.740 --> 00:09:03.460 dive in the academic research. We have a database over twenty hundred studies that 124 00:09:03.539 --> 00:09:09.460 are favorite body language studies, Communication Studies, relationship studies that we pull from 125 00:09:09.090 --> 00:09:15.409 that begin to create a people skills framework that's for everyone. It's not just 126 00:09:15.529 --> 00:09:18.570 for extroverts. But we have three different people that we try to speak to 127 00:09:18.610 --> 00:09:20.289 it at times. People we really think about this is our customers. We 128 00:09:20.370 --> 00:09:26.600 have three customers. The first customer is our adventurous introvert. It's someone who 129 00:09:26.679 --> 00:09:28.799 is introverted and they love it, they own it, but they want to 130 00:09:28.840 --> 00:09:33.519 be able to grow their career, meet you people, find their soulmates, 131 00:09:35.000 --> 00:09:37.240 get a raise, ask for a bonus and not feel horrible about themselves. 132 00:09:37.830 --> 00:09:43.029 And we have ambitious ambiverts. So those are very, very high achieving professionals 133 00:09:43.110 --> 00:09:46.950 who can dial it up sometime that they love being on stage but they hate 134 00:09:48.029 --> 00:09:54.500 pitches, or they love investor talks but they hate dating. There's like usually 135 00:09:54.620 --> 00:09:56.299 two or three things they love and two things they hate. And the last 136 00:09:56.460 --> 00:10:00.419 customer bucket that we have it we try to build a really nice experience for 137 00:10:01.059 --> 00:10:05.179 is our goal oriented extroverts. So these are extroverts who are incredibly chalented with 138 00:10:05.259 --> 00:10:09.690 people skills, but they have to channel it. They're usually they go somewhere 139 00:10:09.690 --> 00:10:11.450 and they're they're kind of all over the place, and so our goal for 140 00:10:11.529 --> 00:10:15.690 them is to figure out what are your goals and how can we tie your 141 00:10:15.730 --> 00:10:20.570 exceptional people skills to them? So everything means that sense people is gearing towards 142 00:10:20.649 --> 00:10:24.679 helping those three different types of customers. So good. I'm going to go 143 00:10:24.720 --> 00:10:28.200 out on a limb and say that most people listening are immediately wondering which type 144 00:10:28.240 --> 00:10:31.440 of Person Am I am I one of those three types of people. I'm 145 00:10:31.519 --> 00:10:35.590 also going to go out on a limb and assume because reading captivate with such 146 00:10:35.590 --> 00:10:39.590 an interactive experience. You made it so fun and useful by having things you 147 00:10:39.629 --> 00:10:43.389 can participate with throughout the book. Do you have an assessment or something that's 148 00:10:43.429 --> 00:10:48.029 going to help someone? I self identify? Yes, for sure. So 149 00:10:48.269 --> 00:10:50.659 we actually this is one of our most popular quizzes. We had a lot 150 00:10:50.700 --> 00:10:54.419 of quizzes on our website. Our most popular quiz is the amber her quiz. 151 00:10:54.620 --> 00:11:01.179 So it's a science of PEOPLECOM amberer. Everybody Logan with sweet fish here. 152 00:11:01.419 --> 00:11:05.250 I had to take just a second today to share with you another podcast 153 00:11:05.409 --> 00:11:11.370 that's in my regular listening rotation. The sales engagement podcast has some great interviews 154 00:11:11.610 --> 00:11:15.970 and you pick up a lot of best practices from revenue leaders that are doing 155 00:11:16.090 --> 00:11:20.440 the job day in and day out. I've picked up so much learning from 156 00:11:20.440 --> 00:11:22.799 other sales leaders that are featured on the show. One of my favorites is 157 00:11:24.000 --> 00:11:30.120 seven things marketing wish sales knew about nurturing leads. So check out the sales 158 00:11:30.120 --> 00:11:33.389 engagement podcast. Wherever you do, you're listening and by the way, if 159 00:11:33.429 --> 00:11:37.070 you're not following Scott Barker on Linkedin, you should do that too. All 160 00:11:37.110 --> 00:11:41.909 right, let's get back to the show. So when someone reaches out to 161 00:11:41.950 --> 00:11:43.909 you, I'm going I guess this happens to you all the time. It 162 00:11:43.990 --> 00:11:46.190 happens to me from time to time in the work that I do and it 163 00:11:46.269 --> 00:11:50.340 really lights me up and brings me back to life and reminds me why you 164 00:11:50.419 --> 00:11:54.220 know, work lay and try hard and you know, go an extra step 165 00:11:54.379 --> 00:11:56.100 now and then. So when someone reaches out to you and says I saw 166 00:11:56.139 --> 00:12:01.179 you speak or I watched your videos or I went through your course and this 167 00:12:01.450 --> 00:12:05.210 one thing that I learned changed everything for me. You know, what are 168 00:12:05.250 --> 00:12:07.049 a couple of those things when people reach out to you and say, Gosh, 169 00:12:07.529 --> 00:12:11.370 the work that you're doing is so useful and meaningful to me. Like 170 00:12:11.450 --> 00:12:15.330 what are a couple like top tips for some of that just is driving by 171 00:12:15.450 --> 00:12:18.080 this. We are a couple things that have really connected with people that you 172 00:12:18.159 --> 00:12:24.840 can teach here briefly. Yeah, so actually that questions are really wonderful. 173 00:12:24.879 --> 00:12:30.190 Anything. You're so good asking questions, because that was the question I asked 174 00:12:30.230 --> 00:12:33.870 myself while writing my Ted talk. So you have eighteen minutes and if you're 175 00:12:33.870 --> 00:12:37.830 offered a ted stage, I was offered a text London stage and you eighteen 176 00:12:37.830 --> 00:12:41.230 minutes to share something and I thought to myself, what are the things that 177 00:12:41.309 --> 00:12:46.340 I've been people have reached out to me about and said that changed my life 178 00:12:46.340 --> 00:12:50.059 or that stuff I've used over and over again. So one that the I 179 00:12:50.179 --> 00:12:52.940 based a lot of my ted x talk on was this idea that the brain 180 00:12:54.019 --> 00:12:58.059 looks for hits and not misses, and this fundamentally change the way I think 181 00:12:58.059 --> 00:13:01.850 about people and when I started teaching it, I realized it was a sticky 182 00:13:01.929 --> 00:13:05.570 concept. So here's kind of how I think about it. Have you ever 183 00:13:05.690 --> 00:13:11.169 been to like a psychic or like a fortune teller and they say I'm there's 184 00:13:11.289 --> 00:13:18.840 someone important to you whose name starts with S, s s right, and 185 00:13:18.960 --> 00:13:20.799 you think to yourself in your mind literally go through like a Rolodex and you 186 00:13:20.879 --> 00:13:24.840 literally go sssss. You go through everyone in your life until you hit the 187 00:13:24.919 --> 00:13:28.230 s person right and you go right, yes, I have S. his 188 00:13:28.309 --> 00:13:33.269 name is Scott. Yeah, the brain does that in every interaction all the 189 00:13:33.309 --> 00:13:39.070 time, and they do it with words and questions. So if you get 190 00:13:39.070 --> 00:13:43.740 together with someone you asked been busy lately, their brain is literally going to 191 00:13:43.779 --> 00:13:46.580 go through their life. Can Go busy, busy, busy? Oh, 192 00:13:46.580 --> 00:13:50.500 yes, I was busy, I am busy. And because of that, 193 00:13:52.220 --> 00:13:56.730 we are actually priming people or setting them up to think a certain way by 194 00:13:56.769 --> 00:14:01.889 the words we use and the questions we ask. And so if you open 195 00:14:01.929 --> 00:14:05.690 up a conversation with either or something negative like Ah, the traffic was terrible, 196 00:14:05.850 --> 00:14:11.960 wasn't it, you're literally asking that person to think through their brain terrible, 197 00:14:11.960 --> 00:14:15.759 terrible, terrible, terrible time. Yes, WHO's terrible? And most 198 00:14:15.759 --> 00:14:20.240 people don't like to be competition. So even if it wasn't terrible. They 199 00:14:20.279 --> 00:14:24.309 won't say, Oh no, not for me. And so if you're starting 200 00:14:24.389 --> 00:14:28.190 on the negative, you're actually asking their brain to be more negative. Or 201 00:14:28.710 --> 00:14:31.230 if you're starting on autopilot, you're asking the brain to go to sleep. 202 00:14:31.750 --> 00:14:37.509 So if we're an interaction and I say so, what do you do where 203 00:14:37.549 --> 00:14:43.700 you're from? Great, great talking. You right, that's like every networking 204 00:14:43.779 --> 00:14:48.700 conversation. That question means. Well, it means while you're trying to get 205 00:14:48.700 --> 00:14:52.100 to know them, but you're actually telling the brain I don't want to talk 206 00:14:52.139 --> 00:14:54.409 about anything real. I want to keep it really safe and really comfortable. 207 00:14:54.570 --> 00:14:58.289 So let's just stay asleep. And so I think that the thing that, 208 00:14:58.370 --> 00:15:01.450 if I could do one thing in this world, it would be to help 209 00:15:01.490 --> 00:15:07.279 people wake up that. Can we walk into interaction, get on a video 210 00:15:07.360 --> 00:15:11.159 call, get on a phone call, open an email and just do something 211 00:15:11.279 --> 00:15:15.320 different. Don't ask how are you, don't ask what do you do? 212 00:15:15.399 --> 00:15:20.080 Don't start with something negative. That's a throwaway comment. Terrible traffic, terrible 213 00:15:20.080 --> 00:15:24.389 weather, so busy, so stressed, crazy season, right, which usually 214 00:15:24.389 --> 00:15:26.710 how we start those calls. But instead, can we take a moment, 215 00:15:26.830 --> 00:15:33.070 wake our brain up and say what's one good thing? I could say what's 216 00:15:33.309 --> 00:15:35.659 one good thing? So first thing about yourself, which is an amazing gift 217 00:15:35.659 --> 00:15:39.220 for your own brain, and maybe it's my Gosh, the sun is out 218 00:15:39.259 --> 00:15:43.539 and it's glorious right, like, can I just show you my view right 219 00:15:43.580 --> 00:15:48.379 now, like it's a glorious, glorious, glorious. You right, that 220 00:15:48.580 --> 00:15:52.929 really is. That's Super Nice. It's a glorious glorious to you. So 221 00:15:52.970 --> 00:15:54.370 I would say it's such a beautiful day. So that's one good thing for 222 00:15:54.490 --> 00:15:58.970 me. And then I can ask you one good thing. So what's one 223 00:15:58.049 --> 00:16:03.649 thing I can ask you even or anyone listening. If it's a week it's 224 00:16:03.690 --> 00:16:08.279 different. That's positive. I think you're giving the gift of being optimistic. 225 00:16:10.519 --> 00:16:12.879 It's great. I love that advice. And so just to translate that, 226 00:16:14.000 --> 00:16:17.639 I mean obviously I hope people connected with that right away. It obviously makes 227 00:16:17.639 --> 00:16:22.350 sense. I'm just coming off of a very big trade show event like last 228 00:16:22.350 --> 00:16:23.909 week, so there's a lot of this, like a lot of captivate stuff 229 00:16:25.029 --> 00:16:27.509 was alive for me and I was looking to ask like more interesting questions, 230 00:16:27.549 --> 00:16:33.059 to have more interesting conversation at work. It absolutely it does. In fact, 231 00:16:33.100 --> 00:16:36.460 I'm going to before I let you go in a bit to ask you 232 00:16:36.500 --> 00:16:38.580 a question that came up between one of my team members and me that came 233 00:16:38.620 --> 00:16:42.100 out of captivate that we were expect he's been really working to do and I've 234 00:16:42.100 --> 00:16:45.820 been trying to to get better at myself. But when you're opening a sales 235 00:16:45.899 --> 00:16:49.490 call, when you're opening a customer success call, you're answering the phone or 236 00:16:49.529 --> 00:16:52.730 responding to a ticket, there's so many things we can do and you can 237 00:16:52.730 --> 00:16:59.210 actually, I'm going to guess that you can turn around someone's Day by heaving 238 00:16:59.250 --> 00:17:02.159 them in a different direction, because if they're on autopilot or if they're a 239 00:17:02.240 --> 00:17:04.839 negative or if they feel hurried or Busi or whatever, you can send them 240 00:17:04.839 --> 00:17:08.119 off in this other direction that it can really turn a day around and turn 241 00:17:08.160 --> 00:17:11.920 a moment around. You will see it on their face. I cannot tell 242 00:17:11.960 --> 00:17:17.269 you how many times I've been at trade shows or conferences or holiday parties whatever, 243 00:17:17.789 --> 00:17:19.349 and you you're with someone in there like that, you know they have 244 00:17:19.470 --> 00:17:25.990 their brain and they're like, so, how do you know the homes and 245 00:17:26.230 --> 00:17:33.099 you ask to have any amazing holiday traditions and they go oh, like you 246 00:17:33.259 --> 00:17:37.380 can literally see their brain wake up. You can see the dopamine a flowing 247 00:17:37.500 --> 00:17:41.539 through their face, throwing their flow to their body. And, by the 248 00:17:41.579 --> 00:17:44.529 way, that's not just a nice thing, right. So yes, it's 249 00:17:44.609 --> 00:17:48.410 great to have positive conversation, it's nice to wait people love, but this 250 00:17:48.569 --> 00:17:52.890 also benefits you. So every time. Dr John Medina found that when you 251 00:17:53.130 --> 00:17:57.960 produce dopamine for someone else, it actually creates the equivalent of a mental sticky 252 00:17:59.039 --> 00:18:02.160 note in their brain. In other words, we like being around people who 253 00:18:02.200 --> 00:18:04.839 give us pleasure, and so if I ask the question that something sparking, 254 00:18:06.480 --> 00:18:10.799 that person only has pleasure, but they also create a post it note in 255 00:18:10.839 --> 00:18:14.029 their mind that when they see my face, when they hear my name, 256 00:18:14.670 --> 00:18:18.230 when they see me at a party, their brain goes who that was good, 257 00:18:18.470 --> 00:18:21.549 I'm going to talk to her again. So this is also makes you 258 00:18:21.670 --> 00:18:25.349 more more memorable. I think it's most authentic way to be more memorable. 259 00:18:25.990 --> 00:18:27.940 So good. It's actually sets up a transition for me. I want to 260 00:18:27.940 --> 00:18:30.859 ask you a little bit about video. It's something that we both are very 261 00:18:30.900 --> 00:18:36.900 passionate about, and you've been using youtube very successfully for what a dozen years 262 00:18:36.940 --> 00:18:40.700 or so? I'm going to guess that being able to put that stuff together 263 00:18:41.099 --> 00:18:44.609 by presenting in videos opposed to over the phone or through a type out email 264 00:18:44.609 --> 00:18:48.329 or something else, probably convey some benefits. Talk a little bit about any 265 00:18:48.369 --> 00:18:52.529 of the science around video and why you committed to it so long ago and 266 00:18:52.849 --> 00:18:57.440 what it's done for you. Yeah, so I joined Youtube in two thousand 267 00:18:57.480 --> 00:19:03.720 and seven, like that's people. Let me to tell you. Imagine. 268 00:19:03.759 --> 00:19:07.400 So I just graduated from college, I went to Emery University and I tell 269 00:19:07.440 --> 00:19:11.789 my parents I'm going to start a youtube channel. My parents were like, 270 00:19:11.910 --> 00:19:15.670 are you? What are you? Who? Are you tough? I mean 271 00:19:15.789 --> 00:19:19.589 like literally, that was the approach to you to at first right, and 272 00:19:21.150 --> 00:19:22.589 I knew it was something special. I knew it was going to catch on. 273 00:19:22.990 --> 00:19:26.460 Everyone thought it was a fad, everyone thought it was going to go 274 00:19:26.539 --> 00:19:30.460 away, and now youtube is a certain engine. I mean it is the 275 00:19:30.539 --> 00:19:33.420 equivalent of Google, and so it's completely change my business. And then I 276 00:19:33.539 --> 00:19:37.500 was very encouraged to read some science much later on. They want to know 277 00:19:37.700 --> 00:19:41.849 if oxytosin could be produced through video, and Oxytosin is the wonderful chemical bonding 278 00:19:41.890 --> 00:19:45.690 of connection. I took a lot about it and captivate and they know that 279 00:19:47.009 --> 00:19:51.089 oxytosin happens. When we touched shake hands, hug, I five this funk, 280 00:19:51.490 --> 00:19:53.400 and also when we make eye contact. But they weren't sure if that 281 00:19:53.480 --> 00:19:57.720 happened over video and they found it. Yes, even through a little tiny 282 00:19:57.839 --> 00:20:02.920 dot that I looking at right now. Through video we can produce oxytosin and 283 00:20:03.119 --> 00:20:07.349 that was like, it was like adding gasoline to the fire. For me, 284 00:20:07.670 --> 00:20:10.910 I was like, okay, we are already cooking, we're already like 285 00:20:11.269 --> 00:20:14.349 like the the fire is there, I just want to ignite it. And 286 00:20:14.430 --> 00:20:18.869 so hearing that made me realize that video was the single best way for me 287 00:20:18.950 --> 00:20:23.619 to connect with my customers. It requires a level of vulnerability to get going. 288 00:20:25.339 --> 00:20:27.779 Now this is so long ago that you probably don't remember it for your 289 00:20:27.859 --> 00:20:32.700 fire member. Okay, will so. So then go back there and maybe 290 00:20:32.980 --> 00:20:36.650 maybe color something around this. You know with other folks. You knows you. 291 00:20:36.730 --> 00:20:38.890 I'm sure you're working with people who were aspiring to get a techech stage 292 00:20:38.970 --> 00:20:44.210 and aspiring to be more comfortable really in their own skin in front of other 293 00:20:44.369 --> 00:20:47.170 people. Video, of course, is a little bit of a different dynamic 294 00:20:47.210 --> 00:20:51.079 than a networking event. Then at tedex stage. You all these environments have 295 00:20:51.200 --> 00:20:55.839 their own unique qualities and characteristics and challenges, but speak a little bit to 296 00:20:56.160 --> 00:20:57.920 someone who's listening is like, Gosh, that does sound really good. The 297 00:20:57.960 --> 00:21:02.880 oxytose and thing is interesting, but I just can't do that. Or I 298 00:21:03.079 --> 00:21:06.750 tried once and it sucked really bad. Give those people some hope and maybe 299 00:21:06.789 --> 00:21:11.230 tell them the story of an Awkward Youtuber in two thousand and seven. Oh 300 00:21:11.269 --> 00:21:15.589 yeah, so a couple things here. One is I started in two thousand 301 00:21:15.589 --> 00:21:18.980 and seven, but if you look at my channel you'll see that my videos 302 00:21:19.019 --> 00:21:22.460 don't go back as far as a thousand and seven, and that's because I've 303 00:21:22.500 --> 00:21:26.700 hidden almost every video from two thousand and seven, two thousand and eight, 304 00:21:26.980 --> 00:21:30.140 two thousand and nine and two thousand and ten. So that's the first thing. 305 00:21:30.220 --> 00:21:34.930 Is Video is actually they can go away in a certain sense, right 306 00:21:36.089 --> 00:21:38.690 like when I said a video to someone. It doesn't have to be perfect 307 00:21:38.769 --> 00:21:41.130 and you can always do them over and it can always redo them. So 308 00:21:41.569 --> 00:21:45.250 it took me four years to get good at video. For years we'll start 309 00:21:45.369 --> 00:21:48.880 seeing videos on my channel. So it takes a while if you're not born 310 00:21:48.960 --> 00:21:52.279 with it. No one's born with it, and the metaphor that I give 311 00:21:52.279 --> 00:21:56.079 you is this. I have a sixteen month old daughter and she's learning how 312 00:21:56.119 --> 00:21:59.720 to eat the first time, like she's learning how to use a spoon. 313 00:22:00.359 --> 00:22:03.710 She's learning. He hates here with her hands. And I was watching her 314 00:22:03.750 --> 00:22:07.509 eat the other day with such dusto and there was just food everywhere and she 315 00:22:07.710 --> 00:22:11.150 was loving it, and I thought to myself, you know, every single 316 00:22:11.309 --> 00:22:15.670 person I know, every adult I know, is an expert at eating. 317 00:22:15.710 --> 00:22:22.299 Expert I mean expert level. Every single person I know is great at cutting 318 00:22:22.299 --> 00:22:25.859 their steak and forking food in their mouth. They weren't in the beginning. 319 00:22:25.859 --> 00:22:30.930 And so what I say is anything good takes a little bit to learn. 320 00:22:30.490 --> 00:22:34.009 So, just like eating, I think that sometimes socializing in a different way 321 00:22:34.049 --> 00:22:38.730 or filming video or being charismatic or trying to find your voice, it takes 322 00:22:38.769 --> 00:22:42.569 a minute. Give it a minute. Yeah, and you don't need to 323 00:22:42.650 --> 00:22:47.240 go back to your authentic communicator from your home page. You know, you 324 00:22:47.279 --> 00:22:49.559 don't have to be this big, dynamic personality to be successful with you just 325 00:22:49.640 --> 00:22:53.319 have to be yourself, comfortable and confident in your own skin. Yeah, 326 00:22:53.359 --> 00:22:57.829 like if I if I tried to be Gary v Gary Manner Truck on my 327 00:22:57.910 --> 00:23:02.710 youtube channel, it wouldn't work. In fact, I can bet you that 328 00:23:02.829 --> 00:23:07.390 there are thousands of people who are trying to be like Gary V on their 329 00:23:07.430 --> 00:23:10.950 Youtube Channel and no one's watching them. I got on my intube channel and 330 00:23:11.029 --> 00:23:15.660 I was just Vanessa, not even Vanessa n Edwards, just Vanessa, and 331 00:23:17.180 --> 00:23:19.500 that works. The videos where I'm not myself, they don't do as well, 332 00:23:19.900 --> 00:23:22.980 and you can go look at my youtube channel and I'll give you some 333 00:23:22.099 --> 00:23:26.819 insight into it. So one thing I'm really struggling with right now mytube channel, 334 00:23:26.819 --> 00:23:30.650 very transparently, is scripts. So I have a lot of content youtube. 335 00:23:30.650 --> 00:23:33.730 I want to get it right, I want to get it perfect, 336 00:23:33.730 --> 00:23:37.690 I want to deliver the best possible message statistics and charts and graphs and examples, 337 00:23:38.089 --> 00:23:42.880 which means I write these really long, amazing scripts. The problem is, 338 00:23:44.200 --> 00:23:48.039 is a script it's very, very hard to be charismatic, and so 339 00:23:48.200 --> 00:23:52.319 right now I'm trying to wean myself off of scripts. And the reason for 340 00:23:52.400 --> 00:23:53.640 this is because I looked at my age channel and you, SAR twenty two 341 00:23:53.640 --> 00:24:00.269 channel, go to the most popular videos on age channel, you'll notice my 342 00:24:00.470 --> 00:24:04.230 most popular videos are the ones of me just talking to people. They're the 343 00:24:04.269 --> 00:24:07.990 ones of my news clips. They're not my talking head videos. So I 344 00:24:08.069 --> 00:24:11.980 think my top ten videos and this is what we discovered about it two years 345 00:24:11.980 --> 00:24:17.700 ago. My top ten videos are from six years ago and they're just me 346 00:24:17.859 --> 00:24:22.980 talking. Where is my most produced videos, with graphics and after effects and 347 00:24:22.380 --> 00:24:29.049 a script that took me five days to perfect it and music? They're not 348 00:24:29.130 --> 00:24:33.609 doing as well, and so I'm trying really hard. My authentic communicator self 349 00:24:33.849 --> 00:24:41.160 is me actually just talking, which is still hard even after twelve years on 350 00:24:41.319 --> 00:24:45.279 Youtube. Yep, it's a journey. We're all on it. So for 351 00:24:45.400 --> 00:24:51.799 those people who are let's speak specifically to like someone who's doing customer potential customer 352 00:24:51.880 --> 00:24:55.910 calls right whether it's a support person or salesperson or somewhere else in the organization, 353 00:24:56.349 --> 00:24:59.670 but could even be hr you know, looking to potentially recruit or pull 354 00:24:59.750 --> 00:25:03.390 someone in or whatever you know they're doing. You know we're doing a zoom 355 00:25:03.430 --> 00:25:04.950 call. You mentioned zoom before. I use zoom all the time. I 356 00:25:06.069 --> 00:25:10.579 A couple of my key team members are in other cities and so we just 357 00:25:10.819 --> 00:25:12.700 hang out and it's just a very natural, comfortable thing for us. But 358 00:25:12.819 --> 00:25:17.220 there are people listening to this right now that don't turn on the call or 359 00:25:17.259 --> 00:25:19.940 they're not using a video service for one of these synchronous calls. I'm gonna 360 00:25:19.940 --> 00:25:22.769 go to a very specific thing. One of the things we lose of courses 361 00:25:22.809 --> 00:25:26.970 there the rich nonverbal this, this eye contact, that really eye contact. 362 00:25:27.009 --> 00:25:30.009 I'm looking at you on my screenstead of looking directly into my Webcam. But 363 00:25:30.529 --> 00:25:33.490 you know, one of the really cool stats in there is that our brain 364 00:25:33.569 --> 00:25:37.319 gives twelve and a half times more weight to hand gestures, and so you 365 00:25:37.400 --> 00:25:40.680 don't have to be a big hand talk or just speak a little bit to 366 00:25:41.160 --> 00:25:44.880 what's missing. If I'm going to do this four minute phone call with somebody 367 00:25:44.920 --> 00:25:48.279 versus a four minute video call, what are some of the differences in the 368 00:25:48.400 --> 00:25:52.910 gaps their hand gestures or any other ones? Like argue to someone that they 369 00:25:52.950 --> 00:25:55.150 should probably turn their camera on. That, by the way, I've been 370 00:25:55.190 --> 00:25:56.869 on that too. That's I always find that super weird. Someone's on a 371 00:25:56.910 --> 00:26:00.190 zoom call with me but they don't turn their camera on, like, what's 372 00:26:00.230 --> 00:26:04.140 that about? Comes right, totally. So first let's dive into that stat. 373 00:26:04.220 --> 00:26:07.180 Twelve and a half times more powerful. So actually we're talking about that 374 00:26:07.339 --> 00:26:11.099 figure. We're talking about nonverbal. So are nonverbal is just twelve and a 375 00:26:11.099 --> 00:26:15.420 half times more important than a verbal and the reason for this is because if 376 00:26:15.460 --> 00:26:19.250 I were to get on this call and say yeah, I'm so happy to 377 00:26:19.329 --> 00:26:23.130 be here, you would absolutely know, even from my tone of voice and 378 00:26:23.130 --> 00:26:26.650 especially if my facial des Question, I'm not so happy to be here. 379 00:26:26.769 --> 00:26:29.930 Where's I get honest say I'm so happy to be here and I smile and 380 00:26:29.970 --> 00:26:34.279 I have an update big voice. Your brain believes my tone and my face 381 00:26:34.519 --> 00:26:37.599 more than the words, way more than the words. So that's what they 382 00:26:37.680 --> 00:26:41.240 mean, is that we tend to know that our facial expressions, our voice 383 00:26:41.319 --> 00:26:45.359 tone, our body, our hand gestures, it's much harder to lie with 384 00:26:45.519 --> 00:26:48.789 those right. So like, for example, a game that I often play 385 00:26:48.829 --> 00:26:52.109 on stage, as I'll ask people to make the opposite hand gesture of what 386 00:26:52.190 --> 00:26:53.869 they're saying. It's really hard. You could try this one right now. 387 00:26:55.269 --> 00:26:57.750 So say I want to tell you three things, but hold up two fingers. 388 00:26:59.309 --> 00:27:03.619 I want to tell you three things. It's really hard to hold up 389 00:27:03.700 --> 00:27:07.779 the opposite number of what you're saying. That's because it's physically harder to lie 390 00:27:07.900 --> 00:27:11.180 with our nonverbal in our body. And so this is one of the reasons 391 00:27:11.220 --> 00:27:15.650 why video is so important, is because the other person's brain is having a 392 00:27:15.890 --> 00:27:22.569 harder time comprehending you, remembering what you say and believing what you say when 393 00:27:22.609 --> 00:27:26.730 they only have voice tone alone what I'm able to say. I have three 394 00:27:26.769 --> 00:27:30.079 things I want to tell you. You literally believe those three things more and 395 00:27:30.160 --> 00:27:33.680 you were more like the remember there was three things she had, because you 396 00:27:33.799 --> 00:27:37.400 see it right, three just seeing it. Or if I if I say 397 00:27:37.440 --> 00:27:41.680 to you I have a really, really big idea, it's huge and I'm 398 00:27:41.680 --> 00:27:45.589 using my hands take up the whole screen, you're going to believe that more 399 00:27:45.670 --> 00:27:48.950 than if I say I have a really, really big idea, it's huge, 400 00:27:49.349 --> 00:27:55.150 holding my fingers super small. And so we're constantly using hand gestures to 401 00:27:55.430 --> 00:27:59.940 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 403 00:28:03.819 --> 00:28:07.220 easiest, quickest way to do that is just to snap on your video. 404 00:28:07.660 --> 00:28:11.579 That's it. Great's exactly what I was hoping you would offer. Those really 405 00:28:11.619 --> 00:28:15.049 useful and I learned a couple things through too. So this is the fun 406 00:28:15.089 --> 00:28:18.890 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