Differentiation Isn't About Features or Price

WEBVTT 1 00:00:04.840 --> 00:00:10.570 when your employees are really intentional and they're happy. They 2 00:00:10.580 --> 00:00:14.170 then transferred to the customer. The customer sees it and feels it, 3 00:00:14.180 --> 00:00:19.830 especially the front line. We can't talk about customer experience in a 4 00:00:19.830 --> 00:00:25.780 deep or meaningful way without talking about employee experience and a key to 5 00:00:25.780 --> 00:00:31.000 employee experience or E. X. Is employee engagement. Today's guest on 6 00:00:31.000 --> 00:00:35.740 the C. X. Series here on B. Two B. Growth is Stacy Sherman and she is an 7 00:00:35.750 --> 00:00:41.380 excellent bridge builder between E. X. Engagement and C. X. She does it every 8 00:00:41.380 --> 00:00:45.080 day in her full time role. Head of customer experience and employee 9 00:00:45.080 --> 00:00:50.760 engagement at Schindler elevator. In addition, she is founder of doing C. X. 10 00:00:50.770 --> 00:00:55.830 Right, which you can check out at doing C. X. Right dot com. My name is Ethan 11 00:00:55.830 --> 00:01:00.160 butte, host of the C. X. Series here on B. Two B. Growth, host of the customer 12 00:01:00.160 --> 00:01:05.319 experience podcast and chief evangelist at bom bom. It was both a joy and 13 00:01:05.319 --> 00:01:11.720 privilege to host this conversation with Stacy Sherman humanizing your 14 00:01:11.720 --> 00:01:16.500 business in differentiating your brand and differentiating far beyond product 15 00:01:16.500 --> 00:01:20.450 features or price. That's the mission of today's guest and she's got a heart 16 00:01:20.450 --> 00:01:25.070 and science approach to doing it. Her background is in account management, e 17 00:01:25.070 --> 00:01:28.580 commerce sales marketing and user experience digital marketing and 18 00:01:28.580 --> 00:01:33.050 conversion optimization and related disciplines with companies like A. T 19 00:01:33.050 --> 00:01:37.210 and T. And Verizon as well as brands like Martha Stewart. An american girl. 20 00:01:37.220 --> 00:01:40.670 She currently serves as director of customer experience and employee 21 00:01:40.670 --> 00:01:44.650 engagement at Schindler elevator where she manages and coaches team members 22 00:01:44.650 --> 00:01:49.370 and more than 60 field offices. She also coaches and consults and customer 23 00:01:49.370 --> 00:01:54.560 experience at doing C. X. Right dot com Stacy Sherman welcome to the customer 24 00:01:54.560 --> 00:02:00.020 experience podcast. Hi thank you. Yeah, I'm really excited about the story 25 00:02:00.020 --> 00:02:05.580 because in this conversation because of two things in particular one your 26 00:02:05.580 --> 00:02:11.500 experience in corporate America with very large organizations as well as 27 00:02:11.500 --> 00:02:16.110 your passion for doing this and doing some of it at night and on your own 28 00:02:16.110 --> 00:02:19.870 time and things and helping other people and their businesses with it. So 29 00:02:19.870 --> 00:02:24.300 that's one. The other one of course, is the bridge between employee experience 30 00:02:24.300 --> 00:02:27.670 and customer experience and I love that. That's in your title in one of your 31 00:02:27.680 --> 00:02:31.250 many roles and hats that you wear these days. So I'm looking forward to getting 32 00:02:31.250 --> 00:02:34.520 into it. But we'll start where we always start, which is customer 33 00:02:34.520 --> 00:02:38.640 experience. When I say that to you Stacy, what does it mean? Yes. So 34 00:02:38.640 --> 00:02:44.830 customer experience, let me first by saying that customer service is a very 35 00:02:44.830 --> 00:02:52.090 long time used word, Customer experience is rather a new concept or a 36 00:02:52.090 --> 00:02:58.610 methodology, I should say. So customer experience is looking at the way 37 00:02:58.610 --> 00:03:05.850 customers and prospects go through interactions with a brand. So from the 38 00:03:05.850 --> 00:03:12.120 moment that that a prospect a person learns, it, becomes aware of your 39 00:03:12.130 --> 00:03:17.950 service or product, to the experience of actually buying it and getting it 40 00:03:17.960 --> 00:03:24.640 and set up and using and paying and getting help. And that get help is that 41 00:03:24.640 --> 00:03:29.900 customer service right? Calling for help. And so it's really looking at 42 00:03:29.900 --> 00:03:37.440 designing the entire journey, setting those those experiences validating them 43 00:03:37.440 --> 00:03:42.300 with customers real customers to make sure that their expectations are met 44 00:03:42.300 --> 00:03:47.680 with what you designed. And then that's that's the big picture. But the key is 45 00:03:47.680 --> 00:03:53.030 that if the beginning, let's say how they learned and bought and got set up 46 00:03:53.030 --> 00:03:58.150 was great, seem less easy. But if getting help when there's an issue 47 00:03:59.240 --> 00:04:05.540 is a high level of effort that customer is very likely going to leave, and even 48 00:04:05.540 --> 00:04:10.030 worse they're going to tell others. So, to your question, it is much more than 49 00:04:10.030 --> 00:04:13.630 just customer service, which is about to get help an important phase of the 50 00:04:13.630 --> 00:04:19.779 journey, but people have to look at the entire holistic view and that's 51 00:04:19.779 --> 00:04:23.490 customer experience, that was fantastic. There are a couple things I really, 52 00:04:23.490 --> 00:04:26.410 really liked and I'll mention a couple of them first. As you talked about 53 00:04:26.410 --> 00:04:29.400 expectation management, it's so important. And that's one of the 54 00:04:29.400 --> 00:04:32.420 reasons that we need to look at everything and make sure that it's all 55 00:04:32.420 --> 00:04:36.580 consistent because each touch sets up an expectation, hopefully a good one 56 00:04:36.590 --> 00:04:39.730 and you need to continue to liver over and over and over and every one of 57 00:04:39.730 --> 00:04:43.240 these touchpoints, you also went straight to just like straight out of 58 00:04:43.240 --> 00:04:45.900 the Gates on that definition or your thoughts on it. You went straight to 59 00:04:45.900 --> 00:04:50.710 the operationalization of it, which, you know, a lot of us that are not as 60 00:04:50.720 --> 00:04:55.730 we're not practitioners the same way that you are, some of us aren't who are 61 00:04:55.740 --> 00:04:59.930 in this community that I'm trying to build around this, including myself, 62 00:04:59.940 --> 00:05:03.420 aren't students of it and practitioners of it quite the same way that you are. 63 00:05:03.420 --> 00:05:07.540 And so I love that you went straight to the operational aspects of it, because 64 00:05:07.540 --> 00:05:10.850 I think that's so key, and I hope to get into some really practical 65 00:05:10.850 --> 00:05:14.740 takeaways for those of us who are, you know, aware that this is an emerging 66 00:05:14.740 --> 00:05:19.530 discipline, that it is, there are nuances to it that is beyond customer 67 00:05:19.530 --> 00:05:23.670 service, customer support, even customer success, which in and of 68 00:05:23.670 --> 00:05:28.250 itself is kind of a practice in some language for some things that have a 69 00:05:28.250 --> 00:05:33.560 foot in the past, but also have a lot of new aspects to it too. So that's a 70 00:05:33.560 --> 00:05:37.210 fantastic go at customer experience. You also do a lot with employee 71 00:05:37.210 --> 00:05:42.010 experience and employee engagement. So a couple of things you could do here 72 00:05:42.020 --> 00:05:46.270 that would be really helpful. One is talk about employee engagement versus 73 00:05:46.270 --> 00:05:50.720 employee experience and or build a bridge from customer experience to 74 00:05:50.720 --> 00:05:58.150 employee experience. Yes, so just like I described the customer journey, 75 00:05:58.160 --> 00:06:03.370 there's also a journey for employees. So right from the moment they learn 76 00:06:03.370 --> 00:06:08.770 about your brand and they become the hiring process and the onboarding 77 00:06:08.770 --> 00:06:16.990 experience and then their 1st 90 days and so on. So it is the leadership in 78 00:06:16.990 --> 00:06:21.450 these companies have to build out what's the best in class journey for 79 00:06:21.450 --> 00:06:27.160 the employees and what's that experience engagement is what happens 80 00:06:27.160 --> 00:06:33.660 when it's a good experience. So if as a leader, which I'm very conscientious of 81 00:06:33.660 --> 00:06:39.880 an intentional is to make my team feel, but they are valued that, that their 82 00:06:39.880 --> 00:06:47.630 views matter, that they are empowered to do what's right for internal and 83 00:06:47.640 --> 00:06:53.710 external customers, then they're more likely to be more engaged. And what 84 00:06:53.710 --> 00:07:00.340 I've studied and have begun to approve with data is that when your custom, 85 00:07:00.340 --> 00:07:06.570 when your employees are really intentional and they're happy, they 86 00:07:06.570 --> 00:07:10.190 then transferred to the customer. The customer sees it and feels it, 87 00:07:10.200 --> 00:07:15.400 especially the front line. Does that make sense? Absolutely. Yeah. They are 88 00:07:15.400 --> 00:07:18.640 the ones who deliver the experience to the customers for the most part, 89 00:07:18.650 --> 00:07:22.030 especially the customer facing roles obviously. And I like the way you 90 00:07:22.030 --> 00:07:24.940 separated employee experience for employee engagement. That the 91 00:07:24.940 --> 00:07:29.030 engagement is the outcome of doing it. Well, let's tie kind of the first pass 92 00:07:29.030 --> 00:07:32.800 in this last past together a little bit. I feel like just like a lot of people 93 00:07:32.800 --> 00:07:37.450 maybe want to punt customer experience into a customer success or even 94 00:07:37.450 --> 00:07:41.290 customer service organization. My feeling and you would know a lot better 95 00:07:41.290 --> 00:07:45.590 than I would. My feeling is that a lot of people want to punt employee 96 00:07:45.590 --> 00:07:52.130 experience and employee engagement into HR or talent management. Taco. Is that 97 00:07:52.130 --> 00:07:56.450 what's happening? And is that a mistake? Is that an okay place to start? Like 98 00:07:56.640 --> 00:08:01.440 what do you think about that? Yeah that's a that's a huge topic. I'll 99 00:08:01.440 --> 00:08:09.800 share my views which is that you do need a customer experience. See XO 100 00:08:09.810 --> 00:08:17.660 champion at the top right? With that said there has to be a very close 101 00:08:18.040 --> 00:08:22.690 partnership and collaboration with marketing with human resources, with 102 00:08:22.690 --> 00:08:28.470 operations, finance with everybody and drive that drumbeat and the best 103 00:08:28.470 --> 00:08:33.000 practices and helping everyone understand how they own the customer 104 00:08:33.000 --> 00:08:36.539 experience. It's not one person or department, it's everyone, it takes a 105 00:08:36.539 --> 00:08:41.559 village. But you do need a champion at the top. And when it comes to the HR 106 00:08:41.940 --> 00:08:49.440 topic there obviously the first in line to the hiring customer centric people 107 00:08:49.450 --> 00:08:55.960 and it's important that they are mindful to hire people and ask the 108 00:08:55.960 --> 00:08:59.320 right questions to make sure you bring the right people in that support the 109 00:08:59.320 --> 00:09:05.960 culture, the customer centric culture. When it comes to the voice of employee, 110 00:09:06.340 --> 00:09:14.050 I call it via we which is similar to voice of customer V. O. C. You have to 111 00:09:14.840 --> 00:09:20.530 partner whether if HR owns that element of it, then it's just a close 112 00:09:20.530 --> 00:09:25.940 partnership. If this customer experience team owns that element, I 113 00:09:25.940 --> 00:09:29.270 think there's a lot of value to that because then you can really marry the 114 00:09:29.270 --> 00:09:34.570 voice of customer invoice employee when you are deciding new features, new 115 00:09:34.570 --> 00:09:39.200 products, new market messaging. I really believe you need to take both 116 00:09:39.210 --> 00:09:44.570 and marry it to come up with your business strategy. I love it. At the 117 00:09:44.580 --> 00:09:49.060 just the outside of your response there when you said C. X. So I was like, okay, 118 00:09:49.440 --> 00:09:56.260 this is good, wouldn't it make sense if you were to be in a position to assign 119 00:09:56.260 --> 00:10:01.880 someone to this, whether it's a C X or similar title to marry the E X and C X 120 00:10:01.880 --> 00:10:09.320 functions. Yes, my opinion is, yes, there are some companies I'm learning. 121 00:10:09.330 --> 00:10:12.490 I'm actually studying a lot of different corporations. How are they 122 00:10:12.490 --> 00:10:18.450 structured? You know, I believe that HR has certainly a lot of human elements 123 00:10:18.460 --> 00:10:25.360 and benefits and those things that keep you retention. But when it comes to 124 00:10:26.040 --> 00:10:31.560 employee feedback as it relates to your business lines, that is a huge 125 00:10:31.560 --> 00:10:37.890 responsibility that I do believe E X and C X have to come together. And if 126 00:10:37.900 --> 00:10:42.060 that's not how your company is aligned, you still do it right, you still need 127 00:10:42.060 --> 00:10:47.120 to partner with them or you do it and you give everybody that feedback. But 128 00:10:47.120 --> 00:10:51.360 it's important. Do you have any, we can do this one quickly because I know this 129 00:10:51.360 --> 00:10:56.690 would be uh an entire episode on its own, but I just want to double back 130 00:10:56.690 --> 00:11:00.960 into V O. C. And V O E. I think most people who listen to a show like this 131 00:11:00.960 --> 00:11:05.320 would be familiar with V O C V O E is something they probably haven't heard 132 00:11:05.320 --> 00:11:09.000 as often. Could you just do a quick drive by if you were if you were to do 133 00:11:09.000 --> 00:11:14.360 like a 30 minute consultation with a business leader who is, you know, is 134 00:11:14.360 --> 00:11:18.260 aware of these ideas, but not really intentionally practicing them. What 135 00:11:18.260 --> 00:11:24.540 would be your just like really quick take on a few key measures around V. O. 136 00:11:24.540 --> 00:11:28.610 C, which I think most people would be able to relate to and what what do you 137 00:11:28.610 --> 00:11:33.750 do parallel to kind of capture video? And I know that's a huge huge question. 138 00:11:33.840 --> 00:11:37.410 So I mean you can have as much time as out it as you want but I would hate to 139 00:11:37.410 --> 00:11:41.550 miss the opportunity to get like you know what are three or four collection 140 00:11:41.550 --> 00:11:52.670 points or measures or ways to start paying attention to boc Vot? Yes. So 141 00:11:52.680 --> 00:12:01.810 it's really important when a company or department let's say is developing a 142 00:12:01.810 --> 00:12:05.350 new, let's say a new product or it could be an existing product with a new 143 00:12:05.350 --> 00:12:13.580 feature. So the old way would be you would design it and you would go to 144 00:12:13.580 --> 00:12:20.210 market, throw it out and hope it sticks. Hope the customers want it. That's old 145 00:12:20.210 --> 00:12:25.140 news. Okay. And yes. And then you can get some customer feedback and surveys 146 00:12:25.140 --> 00:12:31.900 and that's the old way. The new way that you actually could can turn 147 00:12:31.910 --> 00:12:37.860 whatever your new product service feature into. A differentiator is 148 00:12:37.860 --> 00:12:46.740 starting with the customer at the table and do concept validation, Ask them 149 00:12:46.750 --> 00:12:51.110 right. You could have literally a piece of paper, it could be a sketch. What do 150 00:12:51.110 --> 00:12:58.860 you think about X? What's your view on all these value propositions about X. 151 00:12:58.870 --> 00:13:04.250 Rank and wonder what really resonates to you and elaborate on those questions. 152 00:13:04.840 --> 00:13:09.650 And by the way, if you had these features, what's your willingness to 153 00:13:09.650 --> 00:13:15.190 pay? Right? So there's all this prototype testing concept validation 154 00:13:15.190 --> 00:13:22.140 with customers before you even invested into this new big idea. And then you go 155 00:13:22.140 --> 00:13:27.900 through that agile process of development. And the key is to because 156 00:13:27.900 --> 00:13:31.690 I know a lot of product teams have deadlines and this is about quality 157 00:13:31.690 --> 00:13:38.700 over speed. But in that whole phase that I just described you also and you 158 00:13:38.700 --> 00:13:45.050 do get customers quantitative and qualitative feedback. You also go to 159 00:13:45.050 --> 00:13:50.630 your employees to the employees who are going to have to go sell and promote 160 00:13:50.630 --> 00:13:56.440 this new product or feature or service. So you ask them, what about this 161 00:13:56.440 --> 00:14:01.910 solution makes sense to you. And you could actually ask them about maybe 162 00:14:01.910 --> 00:14:05.990 some of the training material that you're putting together what's missing, 163 00:14:06.000 --> 00:14:13.190 what's confusing. So you co create with all the people all involved. The one 164 00:14:13.190 --> 00:14:20.520 Caveat and I can't see this strong enough which is never replace the 165 00:14:20.520 --> 00:14:26.510 employee feedback instead of going to customers. And I've seen companies do 166 00:14:26.510 --> 00:14:30.600 that where they'll take that shortcut and say, well let's just go to the 167 00:14:30.600 --> 00:14:35.620 sales people and ask them instead of asking the customer and you really have 168 00:14:35.620 --> 00:14:41.370 to do both. You cannot replace a customer. A customer's view so good you 169 00:14:41.370 --> 00:14:45.500 have to wait collected all way at all. And it's interesting. It's, you know, 170 00:14:45.500 --> 00:14:48.910 as I think about some of the customer feedback that we get. You know, there's, 171 00:14:48.910 --> 00:14:51.580 there's obviously a balance. I like the way you approach it, by the way, you 172 00:14:51.580 --> 00:14:54.370 approach it from someplace different than I'm operating in my mind right now, 173 00:14:54.370 --> 00:14:57.390 which is, you know, you get customer feedback in a variety of channels in a 174 00:14:57.390 --> 00:15:00.480 variety of ways, whether it's cancellation feedback or support ticket 175 00:15:00.480 --> 00:15:07.080 feedback or survey responses or, you know, unsolicited offers via email or 176 00:15:07.080 --> 00:15:12.890 social media or whatever. And you have to weigh, you know, how important is 177 00:15:12.890 --> 00:15:16.290 this voice versus that voice versus that voice. And I really love your 178 00:15:16.290 --> 00:15:22.790 caution here not to take three employees feedback for proxy for the, 179 00:15:22.800 --> 00:15:27.560 you know, a fair proxy for the 300 people they talked with in the past 180 00:15:27.560 --> 00:15:31.920 week. Right, Because it's filtered in its process. I I agree with you that 181 00:15:31.920 --> 00:15:35.870 the employees and the customers voice is super important. And specifically 182 00:15:35.870 --> 00:15:39.340 there's um let's bridge just a little bit into communications. Something I've 183 00:15:39.340 --> 00:15:43.880 been really excited about in handling a lot of direct customer feedback, which 184 00:15:43.880 --> 00:15:47.950 I choose to do a lot any time we do surveys and those types of things. You 185 00:15:47.950 --> 00:15:51.390 know, we have people that are a little bit more hardcore than me from a 186 00:15:51.390 --> 00:15:55.700 quantitative you processing the data. But I always volunteer to take the 187 00:15:55.700 --> 00:15:59.730 qualitative feedback and try to turn it into a into meaningful things 188 00:15:59.730 --> 00:16:04.660 quantified to some degree because I love seeing the language people use. It 189 00:16:04.660 --> 00:16:08.300 comes with like a weight and a character and the words that they 190 00:16:08.300 --> 00:16:12.890 choose in these types of things. And so you already mentioned internal 191 00:16:12.890 --> 00:16:17.430 communication with employees to make sure that they understand where we're 192 00:16:17.430 --> 00:16:20.460 going with the big ideas and all of that. And that's that's one piece of 193 00:16:20.460 --> 00:16:24.770 communication. What are some other internal and or external communication 194 00:16:24.770 --> 00:16:29.070 tips that you have in terms of making sure that everyone's on the same page 195 00:16:29.080 --> 00:16:32.000 and or that you're collecting the right stuff and some of the themes that 196 00:16:32.000 --> 00:16:39.550 you've already spoken to. Yeah. So in terms of customer feedback, it is 197 00:16:39.550 --> 00:16:47.250 really important to definitely ask your customers the right questions and if 198 00:16:47.250 --> 00:16:50.150 you don't ask the right questions, obviously you're not going to get the 199 00:16:50.150 --> 00:16:55.090 actionable feedback, You need to do something with it. So it's a science 200 00:16:55.090 --> 00:16:59.990 and an art in terms of the questions, but also you have to close the loop. 201 00:17:00.000 --> 00:17:04.560 And that means taking that feedback. And we're talking about structured 202 00:17:04.560 --> 00:17:08.920 feedback for this moment. Not not talking about social media and ratings 203 00:17:08.920 --> 00:17:13.060 and reviews, because that's also feedback. That is part of the puzzle. 204 00:17:13.140 --> 00:17:17.210 It has to be has, I'm putting that on a shelf for a moment because it is 205 00:17:17.210 --> 00:17:23.720 equally important. But taking the feedback and getting it into your cells, 206 00:17:23.730 --> 00:17:28.290 your branch, your sales offices, your product teams, your marketing teams so 207 00:17:28.290 --> 00:17:32.700 that they can actually understand what the customers saying and then use that 208 00:17:32.700 --> 00:17:39.020 to drive their business decisions and also let the customer know what you're 209 00:17:39.030 --> 00:17:43.810 actually doing because of their collective feedback. And what happens 210 00:17:43.810 --> 00:17:48.380 is a lot of times I know I've given feedback to companies and then I think 211 00:17:48.380 --> 00:17:54.680 it's just like some dark hole like it never gets anywhere and and customers 212 00:17:54.680 --> 00:18:02.240 need to have trust and believe that you're going to give feedback so you're 213 00:18:02.240 --> 00:18:04.750 going to do something with their feedback. Otherwise don't waste their 214 00:18:04.750 --> 00:18:08.420 time. They'll actually become a detractor and unhappy because you 215 00:18:08.420 --> 00:18:09.350 wasted their time. 216 00:18:10.440 --> 00:18:15.980 Yeah, it's so interesting. I just did a 2700 mile road trip with, with our 217 00:18:15.980 --> 00:18:20.860 teenage son to visit several college campuses. One of them was actually open 218 00:18:20.860 --> 00:18:23.580 for an in person tour, which I thought was pretty interesting and they did a 219 00:18:23.580 --> 00:18:27.940 nice job of keeping us safe and distant from one another. But obviously I 220 00:18:27.940 --> 00:18:34.100 engaged with a variety of brands and companies and I took care just for fun 221 00:18:34.110 --> 00:18:38.200 to fill out four feedback surveys kind of over the past week or so is that 222 00:18:38.200 --> 00:18:41.330 kind of came to me and what you're talking about is something I just 223 00:18:41.340 --> 00:18:46.080 immediately acutely feel is like some of them were long and I just like would 224 00:18:46.080 --> 00:18:49.390 honor them. I just walk them out and take the sub questions that opened up 225 00:18:49.390 --> 00:18:52.260 after you. Give them like, you know, they have hidden questions at all. So 226 00:18:52.260 --> 00:18:56.650 we're asking our customers to do so much and I love your call here to close 227 00:18:56.650 --> 00:19:00.400 that loop and let them know what is happening because the little thank you 228 00:19:00.400 --> 00:19:06.090 screen isn't enough. A $5 Starbucks gift card isn't enough. Like I'm now 229 00:19:06.100 --> 00:19:08.960 somewhat emotionally invested. I would say the same thing for employees. Would 230 00:19:08.960 --> 00:19:12.620 you say the same thing with regard to employees? Because something that we do 231 00:19:12.620 --> 00:19:18.350 at bom bom is we do a twice annual all employee kind of survey. It's a little 232 00:19:18.350 --> 00:19:22.600 bit like an employee and PS at some level and there's plenty of open fields. 233 00:19:22.600 --> 00:19:25.150 And so what we do is a leadership team is kind of round up some of the 234 00:19:25.150 --> 00:19:30.280 feedback and then if it's uh some of the loop closing is more appropriate to 235 00:19:30.280 --> 00:19:34.240 an individual and some of the loop closing is more appropriate to a 236 00:19:34.240 --> 00:19:37.980 department or a team and some of it's appropriate to the entire company. Um, 237 00:19:37.990 --> 00:19:42.170 Do you have any thoughts or feedback on closing the loop with employees as well? 238 00:19:42.840 --> 00:19:47.650 Yeah. So, well, I want to answer this from bridging the customer and the 239 00:19:47.650 --> 00:19:54.270 employee together. So what I see too often over the years is that we have a 240 00:19:54.270 --> 00:20:01.420 tendency to focus on the negative and I'm encouraging. We talked about 241 00:20:01.420 --> 00:20:05.190 customer engagement, employee engagement before, and this is how you 242 00:20:05.190 --> 00:20:10.920 do it when a customer especially calls out a particular name that really 243 00:20:10.920 --> 00:20:16.250 delighted them and that they're grateful because joe Schmo did went out 244 00:20:16.250 --> 00:20:22.940 of their way. You have to take that feedback and celebrate that person. 245 00:20:22.950 --> 00:20:30.210 Thank them. We don't do that enough as human beings and focus on the wonderful 246 00:20:30.220 --> 00:20:37.140 human factors and and just always think about what's wrong, what's where do we 247 00:20:37.140 --> 00:20:43.060 coach to be better? Yes, you need that. But you need even more substantially to 248 00:20:43.060 --> 00:20:49.120 demonstrate what great looks like. So voice of customer, they give feedback. 249 00:20:49.120 --> 00:20:55.580 I don't care what channel it is online, offline. Make sure that the bosses are 250 00:20:55.590 --> 00:21:00.160 getting that feedback and they're taking the time to acknowledge the 251 00:21:00.160 --> 00:21:06.330 great employees because that's going to feed them to do more excellence. I love 252 00:21:06.330 --> 00:21:09.780 it. One of these, this brings me right to something I was really excited to 253 00:21:09.780 --> 00:21:14.310 talk to you about among a variety of other topics, which is video, something 254 00:21:14.310 --> 00:21:18.100 that we do this all the time internally and we teach people to do the same, 255 00:21:18.100 --> 00:21:21.100 which is, you know, and I've done this many times for myself if I'm in a 256 00:21:21.100 --> 00:21:25.440 leadership meeting and I hear that a front, if I hear a frontline employees 257 00:21:25.440 --> 00:21:31.220 name from a mid level or senior manager and it kind of crosses my radar, I will 258 00:21:31.220 --> 00:21:35.180 very often just make a note and like once a week I'll go through these 259 00:21:35.180 --> 00:21:38.260 little notes that I have of people I want to thank or acknowledge or check 260 00:21:38.260 --> 00:21:41.420 in with or whatever and just, hey, just want to let you know as in a meeting 261 00:21:41.420 --> 00:21:44.760 earlier this week and so, and so mentioned your name and the great work 262 00:21:44.760 --> 00:21:47.110 that you did with this thing I just want to say, I really, really 263 00:21:47.110 --> 00:21:50.770 appreciate you. And the feedback I get by doing that with a video is just 264 00:21:50.770 --> 00:21:54.770 through the roof. Like it just, it's so much different. What is your interest 265 00:21:54.780 --> 00:21:59.330 in video with regard to some of this customer communication or employee 266 00:21:59.330 --> 00:22:06.380 communication? Yeah, I'm a huge, huge proponent of video. I've been playing 267 00:22:06.380 --> 00:22:11.110 with the technology including Bomb bomb and I love it. And the reason is 268 00:22:11.110 --> 00:22:17.440 because I know even for myself, my email inbox is so huge, I can't 269 00:22:17.440 --> 00:22:23.310 possibly get to all of it personal email work, email texts on, you know, 270 00:22:23.320 --> 00:22:28.250 different communications flying at us all the time. And so, and I know people 271 00:22:28.250 --> 00:22:33.730 don't really read, but when you get a video, especially when it says one 272 00:22:33.730 --> 00:22:39.100 minute, 30 seconds, whatever, it's like, okay, let me hear what they have to say 273 00:22:39.110 --> 00:22:43.280 and it grabs you right away. And so I've been playing with that and testing 274 00:22:43.280 --> 00:22:48.470 it out and then responses are like, even if family members there, like I 275 00:22:48.470 --> 00:22:52.340 was having a bad day, your video just absolutely brightened me up and I'm 276 00:22:52.340 --> 00:22:58.160 like, wow, you know, that was so easy, so quick. The feedback was phenomenal. 277 00:22:58.160 --> 00:23:06.430 So I think that I know that video is here to stay, it is the future and what 278 00:23:06.440 --> 00:23:11.240 people need to do because I'm speaking from experience is to not be afraid of 279 00:23:11.240 --> 00:23:17.570 the technology. I think that gets in people's way to do something different. 280 00:23:17.580 --> 00:23:27.490 So when companies like bom bom make it easy to actually use the technology, if 281 00:23:27.490 --> 00:23:31.660 that's a low level of effort, there's a higher chance that people are going to 282 00:23:31.660 --> 00:23:36.450 use it and tell others. Yeah, I I really appreciate that. I love that 283 00:23:36.450 --> 00:23:40.480 you're using it for personal effect as well. I mean it's just, it goes to 284 00:23:40.480 --> 00:23:44.320 something you said earlier and I forget the exact language, but this is kind of 285 00:23:44.330 --> 00:23:48.220 be a bridge to another topic I want to talk about with you about your work and 286 00:23:48.220 --> 00:23:51.180 the way that you approach it. But, you know, you mentioned something about, 287 00:23:51.190 --> 00:23:55.120 you know, letting someone feel heard or letting someone feel seen and it's and 288 00:23:55.120 --> 00:23:58.500 it's that element, there's, you know, there's so many moments whether it's 289 00:23:58.500 --> 00:24:03.120 the kind of internal leadership and management example I offer to the 290 00:24:03.120 --> 00:24:07.490 personal example that you mentioned is just this taking this thought that I 291 00:24:07.490 --> 00:24:11.240 have like, oh I need to see how she is or oh my gosh, I just heard this 292 00:24:11.250 --> 00:24:14.030 interesting piece of news about it and go reach out and congratulate him or 293 00:24:14.030 --> 00:24:18.060 thank him or whatever, making it into an action, but making it into an action 294 00:24:18.060 --> 00:24:22.200 that people can feel like that sincerity, that enthusiasm or that 295 00:24:22.200 --> 00:24:26.550 concern or that interest or the softer side elements that are really difficult 296 00:24:26.550 --> 00:24:32.710 to type out and get through effectively. Yeah, I mean that's that's the beauty 297 00:24:32.710 --> 00:24:39.100 of video because you can't really convey from the heart, you could feel 298 00:24:39.100 --> 00:24:44.050 it, you can feel the energy went through a video and I believe, 299 00:24:44.050 --> 00:24:49.740 especially during pandemics like this, that we need to find these creative 300 00:24:49.740 --> 00:24:55.890 ways to keep connection to keep the feelings and address the feelings even 301 00:24:55.890 --> 00:25:01.680 more sensitively and that's that's what's going to change. I believe the 302 00:25:01.680 --> 00:25:06.530 way we communicate in the way we do business. I completely agree and to the 303 00:25:06.530 --> 00:25:09.790 employee engagement side to the degree that we can equipment and power our 304 00:25:09.790 --> 00:25:12.650 team members to do the same. Like something that has kept me, I would 305 00:25:12.650 --> 00:25:15.380 have been a bomb bomb nine years full time in september, which is just 306 00:25:15.380 --> 00:25:20.310 absolutely insane. It's twice as long as I've been anywhere. And the thing 307 00:25:20.310 --> 00:25:24.450 that always brings me back and brings me to life is connecting with customers 308 00:25:24.450 --> 00:25:28.270 and knowing that we're helping them or that they're getting real impact in. 309 00:25:28.270 --> 00:25:31.340 Like when they feed back some of the stuff that you're doing in a positive 310 00:25:31.340 --> 00:25:35.390 way and give you these little stories and moments. And so I know that so many 311 00:25:35.390 --> 00:25:40.030 of our team members are highly, highly engaged because they have those same 312 00:25:40.030 --> 00:25:44.400 interactions with customers where they may be send a video to follow up on a 313 00:25:44.400 --> 00:25:47.600 support ticket. And they get this reply back that says, oh my gosh, that's 314 00:25:47.600 --> 00:25:51.350 amazing. And so you start to see more first names showing up in some of these 315 00:25:51.350 --> 00:25:54.110 other feedback loops and feedback channels, because they feel some 316 00:25:54.110 --> 00:25:59.130 attachment not to the company or the brand, but to Jessica, right? Because I 317 00:25:59.130 --> 00:26:02.760 feel like I know Jessica down and she was so helpful to me. Anyway. Um, so 318 00:26:02.760 --> 00:26:06.960 you mentioned in your response there again, you know, you mentioned art and 319 00:26:06.960 --> 00:26:10.430 science, you mentioned heart, you mentioned feeling a couple of times 320 00:26:10.440 --> 00:26:15.250 your approach to see X is a blend of heart and science, and I'd love for you 321 00:26:15.250 --> 00:26:18.970 just to speak to that. Because just in, you know, we connected before this 322 00:26:18.970 --> 00:26:22.640 conversation, I've spent some time on your website and I love that your 323 00:26:22.640 --> 00:26:26.810 explicit about it. I think it matters. And I'd just be curious to hear about 324 00:26:26.810 --> 00:26:31.360 it in your own words. Like making sure to be explicit about heart and science. 325 00:26:31.740 --> 00:26:36.830 Yes. And by the way, the customer service example you gave before with 326 00:26:36.830 --> 00:26:41.620 that video, the reason why it works is it's so personalized, right? There's no 327 00:26:41.620 --> 00:26:46.340 cookie cutter approaches anymore to any business. The more personalized it is 328 00:26:46.340 --> 00:26:52.860 the more that it stands out. So heart and science to me is about customer 329 00:26:52.860 --> 00:26:58.750 experience. There is definitely a methodology on how you do it and 330 00:26:58.750 --> 00:27:03.100 there's the basics and then there's some really sophisticated techniques 331 00:27:03.110 --> 00:27:11.450 and platforms. So the science of it is a lot of the data that comes from that 332 00:27:11.450 --> 00:27:17.420 methodical approach. And even when you think about the basic level, if it's 333 00:27:17.430 --> 00:27:22.840 one on one customer interviews, if its focus groups, if it's surveys, there is 334 00:27:22.840 --> 00:27:28.600 the element that you get numeric scores. So it becomes the scores and there's 335 00:27:28.600 --> 00:27:35.100 predictive predictability modeling and future behaviors based on the data you 336 00:27:35.100 --> 00:27:41.540 have. There's a lot of data analysis, data scientists who really are doing so 337 00:27:41.540 --> 00:27:46.740 well in this field because it's needed and we know people are not just buying 338 00:27:46.740 --> 00:27:51.960 on price, they're buying on experiences. So there's a science to it. But then 339 00:27:51.960 --> 00:27:56.870 there's the heart because at the end of the day business is a business we're 340 00:27:56.870 --> 00:28:03.270 buying from people who are in the company. And even so my friends have 341 00:28:03.270 --> 00:28:08.200 said, oh my boss, like I can't I can't be here and I'm like that's just a 342 00:28:08.200 --> 00:28:12.680 person that's not the company is bad. It just happens to be that you have a 343 00:28:12.680 --> 00:28:18.370 disconnect with your boss. But you know and same thing if you have a bad 344 00:28:18.370 --> 00:28:24.120 experience with an employee, it's not the whole entire company is bad. But 345 00:28:24.120 --> 00:28:31.070 the reality is perception is reality and it does affect the whole image so 346 00:28:31.070 --> 00:28:40.230 that the heart to it is really diving into the qualitative feedback and 347 00:28:40.240 --> 00:28:47.860 understanding what said and what's not said. And it does all come back to the 348 00:28:47.860 --> 00:28:53.500 sentiments and the feelings behind the Numeric six. So that's why they're both 349 00:28:53.500 --> 00:28:59.990 really important. You can't make any judgments calls without both pieces. I 350 00:28:59.990 --> 00:29:03.410 love it and one colors the other right? You can have some of this qualitative 351 00:29:03.410 --> 00:29:06.290 feedback and it might drive some questions that you can get answered 352 00:29:06.290 --> 00:29:09.570 through the data. Likewise, you can sit and pour over the data. But it's 353 00:29:09.570 --> 00:29:13.590 missing this context that even one little story from the qualitative side 354 00:29:13.590 --> 00:29:20.190 will completely change the way this report looks. Yes, Absolutely. So again, 355 00:29:20.190 --> 00:29:24.660 I mentioned this off the top, but you're obviously all in you are 356 00:29:24.670 --> 00:29:30.650 actively studying, you're doing it by day in a formal corporate role, you're 357 00:29:30.650 --> 00:29:36.220 doing it nights and I assume weekends for fun and interesting passion doing 358 00:29:36.220 --> 00:29:41.320 some consulting, content development, et cetera. Where did And you also 359 00:29:41.320 --> 00:29:45.160 acknowledged in the beginning that that there is something new about customer 360 00:29:45.160 --> 00:29:48.430 experience as a discipline. So this is obviously not something that you were 361 00:29:48.430 --> 00:29:54.210 doing at least under the label C. X. You know, five or 10 years ago. What 362 00:29:54.210 --> 00:30:00.650 was the kind of the dawn or spark or catalyst for your obvious passion for 363 00:30:00.650 --> 00:30:04.780 customer experience? Like where were you in your life or your career where 364 00:30:04.780 --> 00:30:11.080 something clicked and you're just like all in or was it a slow built. Yeah, 365 00:30:11.090 --> 00:30:17.860 that's a great question. So I kind of have to answers in my mind. One is back 366 00:30:17.860 --> 00:30:23.500 in high school a long time ago. I won't I won't reveal how long ago there was 367 00:30:23.500 --> 00:30:29.770 no internet then. And I was I remember I was in a marketing advertising class 368 00:30:30.340 --> 00:30:35.770 and we were studying consumer behaviors and actually it was all about 369 00:30:35.770 --> 00:30:41.900 subliminal advertising and I was fascinated by subliminal ads and and 370 00:30:41.900 --> 00:30:46.740 they were probably magazines at the time and what's the message saying that 371 00:30:46.740 --> 00:30:52.970 what makes people move and take action. And was fascinated and that pivoted me 372 00:30:52.970 --> 00:30:58.690 to go to college. And I studied all marketing and consumer behaviors. So it 373 00:30:58.690 --> 00:31:05.560 was clearly in me to to go that path as opposed to accounting or engineering 374 00:31:05.570 --> 00:31:13.820 law. And then after college I ended up in a sales role at A TNT and continued 375 00:31:13.820 --> 00:31:19.850 on to get my Masters in marketing. And when I was finished with my master's, 376 00:31:19.850 --> 00:31:27.190 that's when google became google and just the beginning of it and the world 377 00:31:27.200 --> 00:31:32.310 online. In fact my thesis was what's the internet? It's hilarious to read it 378 00:31:32.310 --> 00:31:37.860 now and and so life goes on right. I went in and out of telecom and 379 00:31:37.860 --> 00:31:45.320 different industries And then about five maybe longer. 2013 ISH. I was at 380 00:31:45.320 --> 00:31:52.580 Verizon, I was doing marketing at that time and my boss said to me, you're now 381 00:31:52.580 --> 00:31:57.370 going to do customer experience and this V. O. C. Thing. And as I as I call 382 00:31:57.370 --> 00:32:01.420 it threw me a ball and I'm and I'm like what what is this thing? And he's like, 383 00:32:01.420 --> 00:32:07.210 I don't know go figure it out. And so I did. And that was really the beginning 384 00:32:07.220 --> 00:32:12.380 of how I started to really understand and that was an e commerce channel. So 385 00:32:12.380 --> 00:32:16.830 really understanding when traffic came millions of people to Verizon dot com 386 00:32:16.840 --> 00:32:21.480 understanding well what's gonna make them actually take out their credit 387 00:32:21.480 --> 00:32:27.850 card and pay and making sure there's no friction along that customer buying 388 00:32:27.850 --> 00:32:31.960 journey. And so there was so much around the online digital experience 389 00:32:32.440 --> 00:32:37.560 turned it into on the channel, the buying online pickup at store. And so 390 00:32:37.560 --> 00:32:44.220 it evolved and to the ants to finalize the story is that when I got an 391 00:32:44.220 --> 00:32:50.040 opportunity where I am now at Schindler elevator Corporation, I had a decision 392 00:32:50.040 --> 00:32:57.160 to make which was do I want to continue down the path that I knew a long time 393 00:32:57.160 --> 00:33:02.330 which was sales and digital marketing or do I want to continue down a career 394 00:33:02.330 --> 00:33:08.120 path? Really around Saks customer experience because the new role chiller 395 00:33:08.130 --> 00:33:14.980 was very much elevating the customer centric culture and and bringing new 396 00:33:14.980 --> 00:33:20.350 ideas to the organization as the C. X. Leader. And so I went that path. And 397 00:33:21.140 --> 00:33:25.560 the beautiful thing is I we have a marketing department and customer 398 00:33:25.560 --> 00:33:30.340 experience and we work together so it's a collaborative thing it takes a 399 00:33:30.340 --> 00:33:37.980 village and I love this. I I think the answer of why I spend so much time on 400 00:33:37.980 --> 00:33:42.440 it is because it doesn't feel like work so when you do what you love and love 401 00:33:42.440 --> 00:33:48.220 what you do it doesn't feel like work. What a healthy habit. And I got so many 402 00:33:48.220 --> 00:33:53.060 followed questions I guess I'll start with what are you doing with doing C. X. 403 00:33:53.060 --> 00:34:00.130 Right? Yes. So it started as a blog several years ago and I really 404 00:34:00.130 --> 00:34:05.820 encourage people to find their voice whatever they're passionate about and 405 00:34:05.820 --> 00:34:10.320 just right just just right just get it out there. When I launched this I had 406 00:34:10.320 --> 00:34:14.360 no idea if anyone would ever read anything I had to say. I thought maybe 407 00:34:14.360 --> 00:34:21.540 I'd be maybe my family and you're one, you do a lot wrong quickly And then 408 00:34:21.540 --> 00:34:28.290 your two and 3, it started to really take traction and you you you learn so 409 00:34:28.290 --> 00:34:36.800 much and now where I am now is working on my dreams, which is writing books. I 410 00:34:36.810 --> 00:34:43.360 am. I co authored two books Um one dad on Kendall now in paperback in a few 411 00:34:43.360 --> 00:34:50.080 weeks and then a second book coming in October and mentoring people. I love 412 00:34:50.080 --> 00:34:54.370 that's my favorite part so that I could help people who either want to get into 413 00:34:54.370 --> 00:34:58.060 the field and don't know where to start or people who are experts and want to 414 00:34:58.060 --> 00:35:05.720 take it to the next level and I want to do some ted talks I want to do. Um I 415 00:35:05.720 --> 00:35:11.440 have a lot of lot of dreams so I'm adding them up. But but it's my own 416 00:35:11.440 --> 00:35:16.360 train ride, right? There's no speed. It's what comes naturally when I have 417 00:35:16.360 --> 00:35:21.710 my spare time. I love it. I love that you're, it was just such a healthy 418 00:35:21.710 --> 00:35:28.350 hobby is so wonderful and so naturally occurring. What an awesome thing to be 419 00:35:28.360 --> 00:35:32.880 trusted enough by a supervisor to be thrown that ball, you know, and here we 420 00:35:32.880 --> 00:35:35.960 are years later and it all makes sense in hindsight. But you would have never 421 00:35:35.960 --> 00:35:40.590 seen it coming then. Not only didn't I see it coming then, but if that 422 00:35:40.600 --> 00:35:46.780 literally that ball that that symbolic ball, if that wasn't thrown to me, it 423 00:35:46.780 --> 00:35:51.600 was thrown to my neighbor. I wouldn't be sitting here today. I wouldn't have 424 00:35:51.600 --> 00:35:54.680 known all the things I know and I wouldn't have gone for the 425 00:35:54.680 --> 00:35:59.660 certifications I did, I wouldn't have, I wouldn't be here where I am now. So 426 00:35:59.670 --> 00:36:05.150 everything happens for a reason. I think I know also that while I felt 427 00:36:05.150 --> 00:36:09.730 really frustrated that that that boss threw me something and couldn't help me 428 00:36:09.740 --> 00:36:15.410 because he didn't know it made me tougher so that anything that comes my 429 00:36:15.410 --> 00:36:21.750 way now I figure it out did then and now I can again. So it's it's a good 430 00:36:21.750 --> 00:36:26.860 lesson. It's awesome. And really, that's a nice summary of life in 431 00:36:26.860 --> 00:36:30.670 general. You can either like duck and cover or just play it safe or you can 432 00:36:30.670 --> 00:36:34.890 just go figure it out when things come your way. In some cases we don't have 433 00:36:34.890 --> 00:36:39.450 any other option. No. And I think the times we're living in right now where 434 00:36:39.450 --> 00:36:45.930 nobody can predict anything right? Like I'm sending my kids back to college and 435 00:36:45.930 --> 00:36:51.160 you know, very shortly in days and I don't know tomorrow the call can come 436 00:36:51.170 --> 00:36:56.780 no, no school or you know, total change. So I think that's our new way of life 437 00:36:56.790 --> 00:37:01.570 of not knowing, being prepared to catch the balls and learning what to do with 438 00:37:01.570 --> 00:37:06.700 it. Yeah. And I hope that we uh in this this is I guess not really related to 439 00:37:06.700 --> 00:37:10.210 the to the topic at hand necessarily although it is in some way this is the 440 00:37:10.210 --> 00:37:14.800 heart side of it. I hope that in light of that that that we can trust each 441 00:37:14.800 --> 00:37:21.790 other as team members and his customers and service and products suppliers to 442 00:37:21.800 --> 00:37:26.880 just trust that everyone is doing their best in light of the crazy situation 443 00:37:26.880 --> 00:37:29.830 and give a little bit of space, give a little bit of patients, give a little 444 00:37:29.830 --> 00:37:35.690 bit of grace and you know just do our best together. I I love that you said 445 00:37:35.690 --> 00:37:42.080 that and I want to do a quick recommendation for and there's no I 446 00:37:42.080 --> 00:37:46.010 have no incentive whatsoever to give this recommendation. But you just said 447 00:37:46.010 --> 00:37:49.870 like everyone do their best. There's a book that changed my life called the 448 00:37:49.870 --> 00:37:56.400 four agreements. And the fourth agreement is always do your best and it 449 00:37:56.400 --> 00:38:01.110 sounds so simple, but each of the agreements don't assume anything be 450 00:38:01.110 --> 00:38:05.730 impeccable with your words. Don't take anything personally and always do your 451 00:38:05.730 --> 00:38:11.990 best. And each one has a lot of meat behind each of those sections. And I 452 00:38:11.990 --> 00:38:17.540 had an epiphany actually a couple weeks ago I wrote an article in Forbes now 453 00:38:17.920 --> 00:38:24.350 about how this principle applies to business too. And so I encourage people 454 00:38:24.350 --> 00:38:28.760 to read the book and apply to their lives because then more people will do 455 00:38:28.760 --> 00:38:35.300 their best. They will have more empathy and magic happens. I love it will be 456 00:38:35.300 --> 00:38:39.210 better people and better team members and probably better customers too. 457 00:38:39.220 --> 00:38:42.940 That's awesome. I'm so glad I entertain that. As sometimes I wonder in my own 458 00:38:42.940 --> 00:38:46.350 head like, am I taking this off course? That's awesome. I'm so glad. So for 459 00:38:46.350 --> 00:38:50.230 folks who are listening, we do short write ups on all of these episodes. We 460 00:38:50.230 --> 00:38:54.160 take video clips from these episodes to kind of so you can meet the guest a 461 00:38:54.160 --> 00:38:57.390 little bit differently than just spending time in your ear buds with her. 462 00:38:57.400 --> 00:39:01.520 I also round up some links and so of course they'll be access to Stacy's 463 00:39:01.520 --> 00:39:05.400 linked in profile have doing C. X right hooked up. I'll have the four 464 00:39:05.400 --> 00:39:09.910 agreements hooked up. I will, I will find that article informs and hook that 465 00:39:09.910 --> 00:39:13.720 thing up. And so if you're enjoying this podcast, of course you should 466 00:39:13.720 --> 00:39:17.650 subscribe in your preferred player. But you can go an extra step by visiting 467 00:39:17.650 --> 00:39:22.600 bomb bomb dot com slash podcast in there. Of course you can get what I 468 00:39:22.600 --> 00:39:25.670 offered there for every episode. In addition, you can check out other 469 00:39:25.670 --> 00:39:29.940 episodes. So like if you like this one here a couple more that I think are on 470 00:39:29.940 --> 00:39:35.340 theme that you'll also enjoy episode 73 with Christopher Wallace. He runs a 471 00:39:35.350 --> 00:39:39.790 consultancy called Interview group I N N E R. So obviously it's internally 472 00:39:39.790 --> 00:39:44.420 focused and we call that one marketing to your employees, not just to your 473 00:39:44.420 --> 00:39:48.250 customers, which we did a really nice drive by on earlier, but that's what 474 00:39:48.250 --> 00:39:52.770 his entire business is about is like rolling out big initiatives like very 475 00:39:52.770 --> 00:39:56.010 large companies and making sure that all the front line people that need to 476 00:39:56.020 --> 00:39:59.680 execute and deliver the experience don't just know what's going on, which 477 00:39:59.680 --> 00:40:03.350 I think is often taken for granted but also are are cognitively and 478 00:40:03.350 --> 00:40:07.430 emotionally bought into it so that it's a delivered with some level of 479 00:40:07.510 --> 00:40:11.750 Excitement and Sincerity. That's episode 73 with Christopher Wallace and 480 00:40:11.750 --> 00:40:16.800 then episode 80 with Gil Cohen, we titled that one employee experience 481 00:40:16.800 --> 00:40:22.380 Design how, why and where to begin in my conversation with him is one of the 482 00:40:22.380 --> 00:40:26.480 reasons I was so excited to hear you separate employee engagement from 483 00:40:26.480 --> 00:40:29.640 employee experience. That was something that we talked about in that 484 00:40:29.640 --> 00:40:34.940 conversation as well, in designing an employee experience in order to create 485 00:40:34.940 --> 00:40:38.210 a higher level of engagement and then ultimately, of course deliver a better 486 00:40:38.210 --> 00:40:42.080 experience for your customers as a consequence. So Stacy before I let you 487 00:40:42.080 --> 00:40:44.930 go, I need to ask you a couple more things and I'll give you an opportunity 488 00:40:44.930 --> 00:40:48.420 to send people wherever you would like them to connect with you. But first, I 489 00:40:48.420 --> 00:40:53.010 I always love to know and you did a nice shout out to the four agreements, 490 00:40:53.010 --> 00:40:56.940 but is there a person that you would like to mention, who has had a positive 491 00:40:56.940 --> 00:41:05.810 impact on your life for your career? So many people I would say as a from the 492 00:41:05.810 --> 00:41:13.870 start of my career, but as I entered the C. X. Space, who is, I've mentioned 493 00:41:13.870 --> 00:41:18.210 him a lot, so if people have heard other shows they they won't be 494 00:41:18.210 --> 00:41:25.230 surprised, but it's shep hike in great dude, you know, you know chef, okay, so 495 00:41:25.910 --> 00:41:32.910 and he's worth reinforcing again because he as I said he's he's famous, 496 00:41:32.920 --> 00:41:38.210 you know? No, no, no question about that, he's famous and he never forgets 497 00:41:38.210 --> 00:41:44.350 where he came from and he helps people like me when I was first starting out 498 00:41:44.350 --> 00:41:50.190 to now he's there, he's there for me, he's been a mentor, um he's been so 499 00:41:50.190 --> 00:41:56.780 giving of his time, he had me on his show Eddie, he just gave me a voice and 500 00:41:56.780 --> 00:42:02.610 continues to do that. So that's my answer. I we need more chefs in the 501 00:42:02.610 --> 00:42:08.380 world. That is awesome. Chef hiking, H Y K E and he's hiking on twitter. He, I 502 00:42:08.380 --> 00:42:12.930 agree, he's an awesome guy, he has been on this show and you know, just to hear 503 00:42:12.930 --> 00:42:16.690 you say that that's a person who's obviously going about his life and his 504 00:42:16.690 --> 00:42:21.680 work in a way that is going to leave a very positive legacy, mutual friend of 505 00:42:21.680 --> 00:42:26.050 ours, dan Genghis, who I recently spoke with and who has also been on this show 506 00:42:26.060 --> 00:42:30.100 referred to him as the godfather. He's like, well of course he's the godfather 507 00:42:30.110 --> 00:42:34.250 of like you know, customer, he's one of those people who did just a fantastic 508 00:42:34.250 --> 00:42:38.590 job of building that bridge from customer service as it's traditionally 509 00:42:38.590 --> 00:42:44.390 been done and broadening it out too to experience in and which calls back to 510 00:42:44.390 --> 00:42:49.240 your definition of customer experience. Yeah, funny you mentioned dan Genghis 511 00:42:49.240 --> 00:42:55.600 because I was on his show yesterday and another great another great guy and and 512 00:42:55.600 --> 00:43:00.370 the theme, right, that the invisible thread between those two guys and some 513 00:43:00.370 --> 00:43:05.260 others is that and hopefully people will say that about me on other 514 00:43:05.260 --> 00:43:09.740 people's podcasts one day and that is it's it's about showing up 515 00:43:09.750 --> 00:43:14.940 authentically right this right now, there's no script, it's just coming 516 00:43:14.940 --> 00:43:20.180 from the heart and and that's what those two guys do and and many others 517 00:43:20.190 --> 00:43:26.260 uh women's in C. X. As well. That that's that's how, you know, that's how 518 00:43:26.260 --> 00:43:30.870 you build trust and admiration and paying it forward. That's what it's 519 00:43:30.870 --> 00:43:34.240 about. I love it. That's also how you build a community and advance a 520 00:43:34.240 --> 00:43:38.370 movement in this case. It's the movement to make customers experiences 521 00:43:38.370 --> 00:43:43.440 better. Uh Speaking of which can you think of a company or brand that you 522 00:43:43.440 --> 00:43:47.040 really appreciate? A respect for the experience that they deliver for you 523 00:43:47.040 --> 00:43:54.690 Stacy as a customer. Yes. So again, people are going to know this answer, 524 00:43:54.700 --> 00:44:00.800 but that's okay because I feel good about it. And that is trader joe's. I 525 00:44:00.810 --> 00:44:07.260 love that. From the minute I walk in the door, people say hello? So basic, 526 00:44:07.260 --> 00:44:12.530 right? But they say hello. They there's a journey, right? When you walk into, 527 00:44:12.530 --> 00:44:16.870 when you leave from the register and then bagging your stuff. But they're 528 00:44:16.870 --> 00:44:20.890 talking to you and they're giving you recommendations about the products and 529 00:44:20.890 --> 00:44:24.280 when you walked in originally and you didn't know where something is, other 530 00:44:24.280 --> 00:44:28.640 markets. The you know, someone in the staff will just point to an ill and 531 00:44:28.640 --> 00:44:32.910 you're guessing where is that? Where did they just point trader joe's They 532 00:44:32.910 --> 00:44:37.460 walk you to the actual product, they'll open the bag and I'm like, no, no, no, 533 00:44:37.460 --> 00:44:40.720 don't, don't waste it on me. And like, no, no, no, it's okay. We want you to 534 00:44:40.720 --> 00:44:45.500 really like it. It's just filled with a lot of wow moments that that's my point, 535 00:44:45.990 --> 00:44:50.950 love it. It's people who care and and it seems like the culture itself is 536 00:44:50.950 --> 00:44:54.500 probably pretty fun. And I've seen trader joe's on a number of lists that 537 00:44:54.510 --> 00:44:59.610 specifically treat their employees well, which just as a reinforcement of what 538 00:44:59.610 --> 00:45:02.810 you've shared with all of us here today, which is that a great employee 539 00:45:02.810 --> 00:45:07.650 experience, begets a great customer experience. It's almost impossible to 540 00:45:07.650 --> 00:45:11.110 produce a fantastic employee experience and not have a great customer 541 00:45:11.110 --> 00:45:16.410 experience as a consequence. It's true and I am so excited. I'm going to be 542 00:45:16.410 --> 00:45:21.510 writing an article shortly. I interviewed some people at trader joe's 543 00:45:21.890 --> 00:45:26.920 and what it's like. and, and so I obviously we talked about it as 544 00:45:26.920 --> 00:45:32.570 consumers, but I'm going to be writing about it from the inside. So awesomely 545 00:45:32.570 --> 00:45:37.190 fun. Great ease. And if that happens to release, before I release this episode, 546 00:45:37.200 --> 00:45:42.880 I'll put that bomb bomb dot com slash podcast. Okay, cool. Yeah. Uh, this has 547 00:45:42.880 --> 00:45:46.100 been awesome. I really enjoyed it so much. Again, there are several other 548 00:45:46.100 --> 00:45:49.360 places we could have gone and so I have to have you back. But in the meantime, 549 00:45:49.360 --> 00:45:53.030 if people enjoyed this, where would you send them to follow up and learn more 550 00:45:53.030 --> 00:45:55.870 and connect with you and maybe read some of your articles and that type of 551 00:45:55.870 --> 00:46:05.420 thing. Yes, I welcome that at doing D O I N G C X right Ri GHT dot com and it's 552 00:46:05.420 --> 00:46:12.100 filled with the resources and tools and tips and white papers on how you can 553 00:46:12.480 --> 00:46:18.210 accelerate your skills and your practice no matter where you work, no 554 00:46:18.210 --> 00:46:23.680 matter what industry you're in, I'm happy to help. It was so nice to hear 555 00:46:23.680 --> 00:46:28.480 Stacy, give a mention to shep hike in who some call the godfather of customer 556 00:46:28.480 --> 00:46:32.410 service and customer experience. It's something that Stacy has in common with 557 00:46:32.410 --> 00:46:37.710 another guest dan genghis who also thanks Chef and chef of course is also 558 00:46:37.710 --> 00:46:42.150 a guest. If you'd like to hear those conversations visit Bomb bomb dot com 559 00:46:42.150 --> 00:46:47.870 slash podcast or check out the customer experience podcast in your preferred 560 00:46:47.870 --> 00:46:54.870 player. Episode 35 features dan genghis and we titled that 12 keys to creating 561 00:46:54.870 --> 00:46:59.600 extraordinary customer experience. I spent time with chef hike in on episode 562 00:46:59.600 --> 00:47:05.000 55 creating an amazing customer experience by being slightly better 563 00:47:05.000 --> 00:47:09.760 than average. Again, those are at bom bom dot com slash podcast or the 564 00:47:09.760 --> 00:47:14.250 customer experience podcast in your preferred player. My name is Ethan 565 00:47:14.250 --> 00:47:18.400 butte. I appreciate you listening to the C. X series on B. Two B growth. 566 00:47:18.480 --> 00:47:19.490 Have a great day, 567 00:47:21.080 --> 00:47:25.960 are you on linkedin? That's a stupid question. Of course you're on linkedin 568 00:47:25.970 --> 00:47:30.480 here. Sweet fish. We've gone all in on the platform. Multiple people from our 569 00:47:30.480 --> 00:47:34.270 team are creating content there. Sometimes it's a funny gift for me. 570 00:47:34.280 --> 00:47:38.360 Other times. It's a micro video or a slide deck and sometimes it's just a 571 00:47:38.370 --> 00:47:42.430 regular old status update that shares Their unique point of view on B two B 572 00:47:42.430 --> 00:47:46.650 marketing leadership or their job function. We're posting this content 573 00:47:46.650 --> 00:47:51.440 through their personal profile, not our company page and it would warm my heart 574 00:47:51.450 --> 00:47:56.010 and soul if you connected with each of our evangelists we'll be adding more 575 00:47:56.010 --> 00:48:00.980 down the road. But for now you should connect with Bill Read, our ceo Kelcy 576 00:48:00.980 --> 00:48:04.940 Montgomery, our creative director, dan Sanchez, our director of audience 577 00:48:04.940 --> 00:48:09.370 growth Logan Lyles, our director of partnerships and me, James Carberry. 578 00:48:09.380 --> 00:48:13.290 We're having a whole lot of fun on linkedin pretty much every single day 579 00:48:13.390 --> 00:48:15.090 and we'd love for you to be a part of it. 580 00:48:16.380 --> 00:48:17.600 Mm.