The New Growth, New Approach, and New Marketer

WEBVTT 1 00:00:05.340 --> 00:00:10.050 I don't think you can have great customer experience without having a 2 00:00:10.050 --> 00:00:14.410 great employee experience. So if your employees aren't happy, they aren't 3 00:00:14.410 --> 00:00:20.440 going to be able to take care of their customers. Theo New growth comes from 4 00:00:20.440 --> 00:00:25.710 retention and expansion The new approach is being a partner, not a 5 00:00:25.710 --> 00:00:30.860 provider, and the new marketer is your customer. Thes air. A few themes we 6 00:00:30.860 --> 00:00:37.030 talk about with Ali Tous cornea. She is chief customer officer at SIENDO, So my 7 00:00:37.030 --> 00:00:41.470 name is Ethan Butte. I host the C X Siri's here on B two b growth. I host 8 00:00:41.470 --> 00:00:46.260 the customer experience podcast, and I'm chief evangelist at Bom Bom had a 9 00:00:46.260 --> 00:00:50.980 great time talking with Ali. I know you will enjoy it, too. She builds a great 10 00:00:50.980 --> 00:00:56.960 bridge not only into those ideas, but also between employees experience and 11 00:00:56.960 --> 00:01:01.110 customer experience. That, too, should not be talked about separately. I hope 12 00:01:01.110 --> 00:01:05.620 you enjoy this conversation with Ali Task Orania, chief customer officer at 13 00:01:05.620 --> 00:01:12.330 siendo So retention and expansion as your new growth channel strategic 14 00:01:12.330 --> 00:01:16.870 partner rather than service provider as your new approach. Customers and 15 00:01:16.870 --> 00:01:21.790 employees, as your new marketers were talking all that and more today, all 16 00:01:21.790 --> 00:01:25.390 through the lens of customer experience. Of course, to this conversation, our 17 00:01:25.390 --> 00:01:29.330 guests brings more than 20 years of experience in professional services, 18 00:01:29.330 --> 00:01:33.940 design and delivery, project management, customer operations and more with 19 00:01:33.940 --> 00:01:39.120 organizations like benefits Medaglia Visa and oracles and Decca. She 20 00:01:39.120 --> 00:01:42.910 currently serves as chief customer officer for Sando. So the leading 21 00:01:42.910 --> 00:01:47.130 sending platform providing a fully integrated way to send personalized 22 00:01:47.130 --> 00:01:52.080 items Thio increase conversion retention and r o I send a SOS mission, 23 00:01:52.080 --> 00:01:56.960 which I identify with is to establish human connections in a digital world. 24 00:01:56.970 --> 00:02:01.500 Ali Tessa Cornea. Welcome to the customer experience Podcast. Thank you, 25 00:02:01.500 --> 00:02:04.470 Ethan. Thank you very much for having me. I'm excited to be here with you 26 00:02:04.470 --> 00:02:08.380 today. Good. Yeah, me too. I would have to double check, but I think you're the 27 00:02:08.380 --> 00:02:12.670 first chief customer officer on the show, so we will get into that. But 28 00:02:12.680 --> 00:02:18.140 we're recording here in late May 2020. You're in Phoenix. What's the situation 29 00:02:18.140 --> 00:02:22.210 there with regard to the pandemic? How is it affecting you or your family or 30 00:02:22.210 --> 00:02:25.650 your customers or your team? Just kind of what set the scene for us there 31 00:02:25.650 --> 00:02:29.680 really quickly. Like most of the country, we've been in some sort of 32 00:02:29.680 --> 00:02:35.270 locked down for the past, I think eight weeks. Just last weekend, our governor 33 00:02:35.270 --> 00:02:39.970 started to open up the state. So, you know, I think it's been it's been a 34 00:02:39.970 --> 00:02:45.040 very trying experience. I have two small Children at home, so I'm trying. 35 00:02:45.040 --> 00:02:52.350 Thio be both the chief customer officer and, uh, chief housekeeper, chief 36 00:02:52.360 --> 00:02:58.270 educator, chief chief, Everything right now at the house a swell as trying to 37 00:02:58.270 --> 00:03:02.860 help my team adjust to this new world of work. That we're deluded is well, 38 00:03:02.860 --> 00:03:08.370 and I think one of the things that has been pretty interesting to me is the 39 00:03:08.370 --> 00:03:12.880 way a lot of companies are coming together with their organizations. And 40 00:03:12.880 --> 00:03:17.260 how my team in particular has really come together, has really bonded in 41 00:03:17.260 --> 00:03:21.860 this time and has become probably even more productive than we ever thought 42 00:03:21.860 --> 00:03:26.670 they could be. And it's amazing when time in times of crisis, how people all 43 00:03:26.670 --> 00:03:31.300 together, so proud of the people in my team and also proud of the people in 44 00:03:31.300 --> 00:03:35.330 Arizona how they're pulling together. I'm really happy to hear that. It's 45 00:03:35.340 --> 00:03:39.990 it's always everyone always finds silver linings in it, but I feel like 46 00:03:39.990 --> 00:03:44.450 you were there the whole time assuming that you're embracing the role of chief 47 00:03:44.440 --> 00:03:48.530 educator. I do. I do. How how old are your kids? If you don't mind my asking, 48 00:03:48.530 --> 00:03:53.340 know that I have two sons, 10 and seven. Yeah. So they you know, I have a 49 00:03:53.340 --> 00:03:58.140 teenage boys 16. And so, you know, when when he came home from school, he just 50 00:03:58.140 --> 00:04:01.590 kind of takes care of himself. You know, he has his laptop. He has all the 51 00:04:01.590 --> 00:04:05.010 online assignments. Like he just comes to me with questions. I didn't have to 52 00:04:05.010 --> 00:04:08.750 do anything. And I think so much. I have many team members with, you know, 53 00:04:08.760 --> 00:04:12.010 kids, multiple kids under the age of 10. And there's just so many more different 54 00:04:12.010 --> 00:04:15.910 demands there. So thank you for what you dio to help you. And, of course, 55 00:04:15.910 --> 00:04:20.829 your family. Yes, it's been it's been it's been interesting. And I have such 56 00:04:20.829 --> 00:04:23.870 an appreciation for teachers, and I think as a country, we need to pull 57 00:04:23.870 --> 00:04:27.630 together and have ah greater appreciation for what our teachers do 58 00:04:27.630 --> 00:04:32.380 for our Children, right? I actually, I kind of love teaching, so I've had fun 59 00:04:32.380 --> 00:04:38.050 with the boys, I but I know that it is definitely it's definitely a challenge 60 00:04:38.050 --> 00:04:43.210 to go from. You know, a working parents also having Thio help your Children 61 00:04:43.210 --> 00:04:48.460 learn right? Is your team distributed already? Yes, they are right. So that 62 00:04:48.460 --> 00:04:51.020 the interesting thing about teachers in particular and then we'll get going on 63 00:04:51.020 --> 00:04:54.240 customer experience. The interesting thing about teachers in particular is 64 00:04:54.240 --> 00:04:59.060 that unlike so many of us, all of their work was in person. Like when I have a 65 00:04:59.040 --> 00:05:01.980 parent teacher conference, I have to physically go to the school that have 66 00:05:01.980 --> 00:05:05.720 that conference. You know that almost all of their work is done face to face 67 00:05:05.730 --> 00:05:10.280 in person, in class, on campus, whatever. And so they're in that group, 68 00:05:10.280 --> 00:05:13.000 and I'm sure there are others, but they're the first that come to mind in 69 00:05:13.000 --> 00:05:18.060 any of these conversations to be so dramatically affected. So I agree we 70 00:05:18.060 --> 00:05:22.290 should all respect them even more than we already do. Because all of us, you 71 00:05:22.290 --> 00:05:24.690 know, if you're listening to a podcast like this or you're hosting it or 72 00:05:24.690 --> 00:05:28.210 you're guesting on it, you've benefited from some great teachers in your life 73 00:05:28.210 --> 00:05:32.550 or else you wouldn't be here. So let's get started in earnest, Alley. When I 74 00:05:32.550 --> 00:05:36.710 say customer experience, what does that mean to you? So customer experience to 75 00:05:36.710 --> 00:05:43.040 me is really how people engage with your brand, your product or your 76 00:05:43.040 --> 00:05:49.790 service to me, that that is the essence of what customer experiences. I agree. 77 00:05:49.790 --> 00:05:52.870 There's so many touchpoints there, and some of them are humans. Some of them 78 00:05:52.870 --> 00:05:57.810 are an analog, some are digital, some are virtual, some are passive, some are 79 00:05:57.820 --> 00:06:02.810 active. And it all adds up really good for people who aren't familiar. Tell us 80 00:06:02.810 --> 00:06:06.030 a little bit about siendo. So like who is your ideal customer and what do you 81 00:06:06.030 --> 00:06:12.290 solve for them? So send Dozo is ascending platform, and what we do is 82 00:06:12.290 --> 00:06:18.780 we help organizations drive revenue bookings, meetings, retention by 83 00:06:18.780 --> 00:06:23.460 creating these moments of physical impression, which is really trying to 84 00:06:23.470 --> 00:06:28.570 break through all of this digital noise and creating this human connection with 85 00:06:28.570 --> 00:06:36.630 people by sending them something right. So Sando so helps companies have this 86 00:06:36.630 --> 00:06:42.490 moment where if you are asking somebody like a prospect to engage in a 87 00:06:42.490 --> 00:06:47.590 conversation with you, what we can do is we can offer that prospect. You know 88 00:06:47.590 --> 00:06:51.660 the ability for them for you to buy them lunch through some sort of e gift 89 00:06:51.670 --> 00:06:56.240 or weaken send something to them that they get to open at their desk or that 90 00:06:56.240 --> 00:07:00.660 they could open from their house now in this kind of new cove in 19 World. And 91 00:07:00.660 --> 00:07:06.900 it just it allows for customers and prospects to have that ah ha moment and 92 00:07:06.900 --> 00:07:10.610 say, Wow, you know, this is just a completely different customer 93 00:07:10.610 --> 00:07:16.670 experience and so are ideal. Customer is really anyone that has a sales, 94 00:07:16.680 --> 00:07:22.380 marketing or customer success organization. We are not vertically 95 00:07:22.390 --> 00:07:26.970 specific. Were vertically agnostic, really. I mean, we can help any sales, 96 00:07:26.980 --> 00:07:30.900 marketing or customer success organization. I would assume that 97 00:07:30.910 --> 00:07:36.080 online activities can trigger offline experiences and taking online 98 00:07:36.080 --> 00:07:39.810 relationships, taking them offline into the physical world. I think more of 99 00:07:39.810 --> 00:07:43.910 these bridges need to be built just to kind of round the whole experience out. 100 00:07:43.920 --> 00:07:48.820 Just as an example, if someone at siendo So let's say, or one of Sandoz 101 00:07:48.820 --> 00:07:52.400 those customers was prospecting me. What are a couple things that I might 102 00:07:52.400 --> 00:07:57.880 receive? You could receive something like, ah, plant of succulent right. We 103 00:07:57.880 --> 00:08:03.600 do things like that. You could receive cupcakes. You could receive a pinata 104 00:08:03.610 --> 00:08:08.120 you could receive, I think one of my favorites right now is you could 105 00:08:08.120 --> 00:08:14.450 receive any gift or you could receive Anne gift that allows you to donate to 106 00:08:14.450 --> 00:08:17.800 a charity of your choice. And that's been something that's been really 107 00:08:17.800 --> 00:08:22.500 popular with Window. So customers right now is being able to give back in this 108 00:08:22.500 --> 00:08:28.060 time of crisis. And that's that's something that a lot of our customers 109 00:08:28.060 --> 00:08:32.890 are using to try Thio open the door to conversations with prospects or with 110 00:08:32.890 --> 00:08:37.840 customers who have gone dark. It's such a good idea. I love this idea of not 111 00:08:37.850 --> 00:08:41.780 giving a gift straight to the person but giving them the opportunity Thio 112 00:08:41.780 --> 00:08:45.560 Push that for It's so good again. I think you're probably the first chief 113 00:08:45.560 --> 00:08:49.650 customer officer on this show. So before we go further, can you just kind 114 00:08:49.650 --> 00:08:52.840 of speak to the title? What does it mean to you? Or what does it mean to 115 00:08:52.840 --> 00:08:57.520 send? Oh, so the chief customer officer, I think, is a really it's a new role 116 00:08:57.520 --> 00:09:02.040 and it's so interesting to me because other chief chief customer officers 117 00:09:02.040 --> 00:09:05.420 that I've spoken with some of them report into marketing. Some of them 118 00:09:05.420 --> 00:09:12.180 report into sales. I personally force Indo so oversee all of the post sale 119 00:09:12.180 --> 00:09:17.310 organizations. And to me, I think what I've found in common with all Chief 120 00:09:17.310 --> 00:09:22.030 customer officer XYZ, we are relentlessly focused on the customer 121 00:09:22.030 --> 00:09:26.900 experience. We want to make sure that our customers are engaged at every 122 00:09:26.900 --> 00:09:31.730 point in that journey, and they're having a fantastic experience all the 123 00:09:31.730 --> 00:09:36.710 way through. And to me, that's like That's the crux of my job. Is making 124 00:09:36.710 --> 00:09:42.030 sure that we take moments thio delight our customers. But we also make sure 125 00:09:42.030 --> 00:09:46.370 that we're delivering value to them in every engagement we have with them 126 00:09:46.440 --> 00:09:50.690 really good. And that tees up, I guess. Kind of the first zone I would love for 127 00:09:50.690 --> 00:09:54.320 you. Just thio talk about and we can maybe explore through conversation, 128 00:09:54.320 --> 00:09:59.810 which is this idea of the new growth isn't necessarily acquisition and 129 00:09:59.810 --> 00:10:03.710 conversion. Obviously, you're responsible for everything post sale, 130 00:10:03.720 --> 00:10:08.280 so you may have a bias that way, but I don't think anyone, certainly in SAS 131 00:10:08.280 --> 00:10:13.270 would disagree. And so Maney business models are going subscription based 132 00:10:13.270 --> 00:10:19.710 where this renewal retention, renewal expansion opportunity really is the new 133 00:10:19.710 --> 00:10:25.580 growth. So talk about retention and expansion as the new growth and maybe 134 00:10:25.580 --> 00:10:31.320 the way customer experience plays into that? Yeah, absolutely. Retention is 135 00:10:31.320 --> 00:10:36.250 the new acquisition. I've heard a couple of people say that, right? And I 136 00:10:36.250 --> 00:10:40.080 think the statistics these days is something around the fact that it cost 137 00:10:40.080 --> 00:10:44.680 you five times five times what you would spend and cat to acquire a 138 00:10:44.680 --> 00:10:50.660 customer versus just retain a customer. And so, to me, it's really about making 139 00:10:50.660 --> 00:10:57.970 sure that your customer is seeing value and value based conversations around 140 00:10:57.980 --> 00:11:02.690 what they're doing with whatever SAS platform product you're providing to 141 00:11:02.690 --> 00:11:08.000 them. They need to be not only engaged in that product, but they need to be 142 00:11:08.000 --> 00:11:13.100 seeing value from it every single time they're engaging with it. So that's 143 00:11:13.100 --> 00:11:18.280 that's kind of what I think of when I think of how retention is the new 144 00:11:18.280 --> 00:11:25.550 acquisition and how it's so critical that every every interaction, every 145 00:11:25.550 --> 00:11:29.460 interaction that you have with a customer is driving value. One comment 146 00:11:29.460 --> 00:11:35.390 one question specific to this value. Peace and the observation is, I think 147 00:11:35.390 --> 00:11:39.000 sometimes we need to remind our customers that they are getting value 148 00:11:39.000 --> 00:11:41.590 because it's easy for the, you know, like you're paying a lot more attention 149 00:11:41.590 --> 00:11:44.960 than they are. In some cases, you know, they just wanna, you know, check the 150 00:11:44.960 --> 00:11:50.100 list or get the thing or do the thing or whatever. And so a Do you agree with 151 00:11:50.100 --> 00:11:53.910 that observation? Maybe. How are you reminding customers of the value you're 152 00:11:53.910 --> 00:11:58.000 providing is specifically like Are you doing, you know, account updates and 153 00:11:58.000 --> 00:12:01.850 meetings on a quarterly basis, or these types of things, or triggered emails 154 00:12:01.850 --> 00:12:05.210 that let them know that they've received or experienced some form of 155 00:12:05.210 --> 00:12:11.110 value and then the other. Then the question is, how do you define or 156 00:12:11.110 --> 00:12:15.230 measure that on your own side of it? How do you How do you make sure that 157 00:12:15.230 --> 00:12:21.150 your organization Alley is making is adding value in these experiences in 158 00:12:21.150 --> 00:12:26.460 these touchpoints with your customers? Yeah. So I think, honestly, it all kind 159 00:12:26.460 --> 00:12:29.700 of starts at the beginning, right? So it does start to some degree in the 160 00:12:29.700 --> 00:12:34.230 sales process. I think it's crucial in the sales process to be asking 161 00:12:34.230 --> 00:12:38.520 prospects. You know what it is that is going to be the how they're gonna 162 00:12:38.520 --> 00:12:44.060 measure success right up front with your product or your platform. Okay. 163 00:12:44.040 --> 00:12:47.990 And so that's one of the things that we try to drive its endo. So is to make 164 00:12:47.990 --> 00:12:52.560 sure that we understand exactly what their goals are in the business and the 165 00:12:52.560 --> 00:12:57.140 organization. And then how can we enhance that and add to that and make 166 00:12:57.140 --> 00:13:01.600 sure that we can measure ourselves against that. And then what we do is 167 00:13:01.610 --> 00:13:06.000 after that's kind of transition tow us from the sales process into like our on 168 00:13:06.000 --> 00:13:10.720 boarding process. We make sure to go over that once again. Okay. Is this 169 00:13:10.720 --> 00:13:15.430 what is this? Why you bought Sando? So you bought Sando. So because you want 170 00:13:15.430 --> 00:13:20.350 to increase your pipeline, you want to drive more pipeline for your SDRs. So 171 00:13:20.350 --> 00:13:24.880 how are we gonna measure? That is a matter of you know, one x two x three x 172 00:13:24.880 --> 00:13:28.690 what you have today with your pipeline. So that's our success metric. That's 173 00:13:28.690 --> 00:13:33.250 our success criteria. And then? And then we take that through the entire 174 00:13:33.250 --> 00:13:37.270 life cycle of the customer. Right? So then, once we transition to a customer 175 00:13:37.270 --> 00:13:41.180 success manager, we're making sure that the customers success manager in their 176 00:13:41.180 --> 00:13:45.380 first call with the customers, like, is saying to them. Okay, just wanna make 177 00:13:45.380 --> 00:13:49.490 sure we talked about at the beginning when you were an on boarding that you 178 00:13:49.490 --> 00:13:52.990 know pipeline generation was your biggest priority. That's how we were 179 00:13:52.990 --> 00:13:56.910 going to measure success. This is what it looks like today. We've generated 180 00:13:56.910 --> 00:14:01.650 two X what we already what you already had in pipeline. And so you just have 181 00:14:01.650 --> 00:14:06.310 to keep coming back to those original success metrics. And also, I think you 182 00:14:06.310 --> 00:14:10.120 also have to go back and ask the customer, Has anything changed? You 183 00:14:10.120 --> 00:14:14.120 know what? In your business has changed. No businesses ever static, right? So 184 00:14:14.120 --> 00:14:18.190 you go back and continue to have the conversation and continue to ask and 185 00:14:18.190 --> 00:14:22.400 see where they're at. Yeah, I love it. And it also makes me think of, you know, 186 00:14:22.400 --> 00:14:25.600 you initially wanted to do this. We've been doing this. We've achieved this. 187 00:14:25.600 --> 00:14:28.990 Let's keep doing that. But we can also do this, that or the other thing for 188 00:14:28.990 --> 00:14:33.200 you as well, which this kind of goes in already to the new approach kind of 189 00:14:33.200 --> 00:14:38.100 theme, which is mawr a partner than a service provider. I mean, that's what 190 00:14:38.100 --> 00:14:40.580 it sounds like here because you're speaking some of the language that I 191 00:14:40.580 --> 00:14:44.840 love in this ongoing conversation on the customer experience, podcasts and 192 00:14:44.840 --> 00:14:48.840 one of these little nuggets here is, you know, adopting the customers metric 193 00:14:48.840 --> 00:14:53.260 or goal as your own and being a partner in solving that. So, speaking of high 194 00:14:53.260 --> 00:14:58.010 level to this idea of, ah, mental shift, especially on what would have 195 00:14:58.010 --> 00:15:01.690 traditionally been say, five. I don't know how long I have been tracking the 196 00:15:01.690 --> 00:15:05.590 progress, but, you know, culturally, probably five or 10 years ago, it 197 00:15:05.590 --> 00:15:09.660 really waas at least on your side of the house post sale. Really? Ah, 198 00:15:09.660 --> 00:15:13.710 support customer service type thing. Like call us when you need us. But, you 199 00:15:13.710 --> 00:15:16.640 know, partner has different connotations. So speak to that shift a 200 00:15:16.640 --> 00:15:19.620 little bit, and then we could maybe talk about a couple of details beneath 201 00:15:19.620 --> 00:15:25.820 it. So to me, the shift has really been about, you know, becoming ah, customer 202 00:15:25.820 --> 00:15:30.910 adviser, a trusted adviser and be becoming a customer centric 203 00:15:30.920 --> 00:15:37.360 organization. Really is about this idea of you are the expert in your product 204 00:15:37.370 --> 00:15:42.200 or your service or your platform, and you need to be able to guide customers 205 00:15:42.210 --> 00:15:48.180 on how to leverage that product, service or platform in the best way 206 00:15:48.190 --> 00:15:52.440 that they can for their business. And so it's really about I think it's 207 00:15:52.440 --> 00:15:57.500 really very consultative. Is about how the customer has a problem and how you 208 00:15:57.500 --> 00:16:03.250 can go about solving that problem for them and showing them different ideas, 209 00:16:03.240 --> 00:16:07.700 especially for us and Sando. So it's really about understanding what they're 210 00:16:07.700 --> 00:16:12.730 trying to achieve and the different sending ideas that we have for those 211 00:16:12.730 --> 00:16:17.880 different for those different problems, and to me, that's that. That's what 212 00:16:17.880 --> 00:16:22.160 really a trusted adviser becomes. Is there there a partner with you? They're 213 00:16:22.160 --> 00:16:27.260 trying to help you solve, ah, business problem to make you as the customer as 214 00:16:27.260 --> 00:16:31.940 successful as possible. And I think that is very, very different than the 215 00:16:31.940 --> 00:16:35.100 world which we used to live, and certainly the world in which I 216 00:16:35.100 --> 00:16:39.080 experienced where it was really about. It was just about being reactive, you 217 00:16:39.080 --> 00:16:42.910 know, it was just about Oh, you've got a problem. And so let me see. It's a 218 00:16:42.910 --> 00:16:47.110 technical problem. I'll try to fix it in the platform for you vs really 219 00:16:47.110 --> 00:16:52.030 trying to understand your customers business and how you can, how you can 220 00:16:52.030 --> 00:16:56.630 make them shine. If you're getting value from this podcast, you are 221 00:16:56.630 --> 00:17:00.840 absolutely going toe Love, our weekly newsletter. In each email, I share 222 00:17:00.840 --> 00:17:04.890 something that you can do toe. Love your team. Well, toe, hone your craft, 223 00:17:04.890 --> 00:17:09.150 the craft of marketing and to grow your leadership. Plus, there's a super funny 224 00:17:09.150 --> 00:17:11.980 video at the top of the landing page whenever you go to sign up for the 225 00:17:11.980 --> 00:17:16.130 newsletter. So go to sweet Fish media dot com slash newsletter and sign up 226 00:17:16.130 --> 00:17:21.970 today. Yeah, I love the pro activity there. I think that that's fundamental 227 00:17:21.970 --> 00:17:26.150 to this. This shift in perspective or approaches this pro activity is, you 228 00:17:26.150 --> 00:17:29.700 know? Okay, what more can I do? Or how can I help solve this problem or 229 00:17:29.700 --> 00:17:34.990 achieve this goal or achieve this metric with them? And for them, I would 230 00:17:34.990 --> 00:17:37.730 have a couple assumptions here, and I'd love for you to speak specifically 231 00:17:37.730 --> 00:17:41.380 about what you're doing within your team around this. I would assume that 232 00:17:41.380 --> 00:17:46.040 there are playbooks for some of these, you know, primary outcomes. So talk 233 00:17:46.040 --> 00:17:50.910 maybe about how you built or maintain or develop those or train into those is 234 00:17:50.910 --> 00:17:57.020 you maybe bring on new CSM thes types of things. And then how do you document 235 00:17:57.030 --> 00:18:00.560 this is related? Like, how do you document new and interesting learning 236 00:18:00.560 --> 00:18:03.690 so that, you know, as different people are engaging with these different 237 00:18:03.690 --> 00:18:07.020 customers again, your vertical agnostic. So you're serving all these different 238 00:18:07.020 --> 00:18:10.250 types of people? I would imagine that there are really cool stories and 239 00:18:10.260 --> 00:18:14.000 outcomes happening across all these different accounts. And so how do you 240 00:18:14.000 --> 00:18:18.700 loot that back in into your into your CS organization, but perhaps even into 241 00:18:18.700 --> 00:18:24.080 sales and marketing? So I love the fact that you brought up success stories 242 00:18:24.080 --> 00:18:29.280 because this is where I get really excited. To me, Customer success is all 243 00:18:29.290 --> 00:18:34.630 about figuring out where those success stories are right and what we what I do 244 00:18:34.630 --> 00:18:40.140 with our team is I basically go in. And I asked them to come back with how 245 00:18:40.140 --> 00:18:45.130 maney you know. Is it three customer success stories per quarter? Like I 246 00:18:45.130 --> 00:18:50.960 want to know who is sending the most what their use case is, what the r. O. 247 00:18:50.960 --> 00:18:55.810 I. Is on that use case, and then I want to see exactly what the results have 248 00:18:55.810 --> 00:18:58.610 been from the customer. And then whether or not the customers willing to 249 00:18:58.610 --> 00:19:03.370 talk about it right, um, and how can we showcase our customer? And how can we 250 00:19:03.370 --> 00:19:07.730 actually put them in a position Thio showcase their business or showcase 251 00:19:07.730 --> 00:19:11.090 what they're doing. One of the things that we've actually done at some dose 252 00:19:11.090 --> 00:19:15.190 that we started to have customers come and talk at our all hands and talk 253 00:19:15.190 --> 00:19:18.510 about not only their products or their service, but also to talk about how 254 00:19:18.510 --> 00:19:21.800 they've been successful with our product and what they've been and how 255 00:19:21.800 --> 00:19:27.410 they've been leveraging it. So that's kind of how we capture the success of 256 00:19:27.410 --> 00:19:31.760 our customers and then filter that out into the organization. And then we work 257 00:19:31.760 --> 00:19:35.660 with marketing, obviously, to make sure that we capture these customers success 258 00:19:35.660 --> 00:19:39.930 stories so that sales can leverage them, that the CS or can leverage them. 259 00:19:39.930 --> 00:19:44.090 Sometimes even support can help us with that Teoh and reference those the 260 00:19:44.090 --> 00:19:48.920 success stories. But to me, it's really about ah customer success team, being 261 00:19:48.920 --> 00:19:53.460 really good listeners and letting your customer tell their story, because I 262 00:19:53.460 --> 00:19:59.320 think as humans, we just we get excited about showcasing our successes, and 263 00:19:59.330 --> 00:20:04.990 most customers I know love to tell us where they've seen seen success where 264 00:20:04.990 --> 00:20:09.200 they've been happy with our product. They get so excited to tell us their 265 00:20:09.200 --> 00:20:14.040 story. I love this idea of bringing customers that close into the 266 00:20:14.040 --> 00:20:18.030 organization. Another one of my guests on the podcast has actually been on 267 00:20:18.030 --> 00:20:21.580 twice sanguine Badreya Terminus. They bring them into the Of course. You 268 00:20:21.580 --> 00:20:25.720 can't do that anymore right now, but also is the first time I heard about 269 00:20:25.720 --> 00:20:30.760 bringing customers into the office and doing this kind of direct connection, 270 00:20:30.770 --> 00:20:33.610 which is such a privilege. We experience a little bit of it at Bom 271 00:20:33.610 --> 00:20:36.350 Bom because we do so much video communication. In and out of the 272 00:20:36.350 --> 00:20:39.710 organization are customers. Of course, they're sending videos back. But this 273 00:20:39.710 --> 00:20:45.250 this thesis relationship orientation, I think probably. And I'd be curious to 274 00:20:45.250 --> 00:20:49.320 know your experience or observations on this, and then we can move on. I would 275 00:20:49.320 --> 00:20:54.260 guess that you know, your team is very customer facing sales is very customer 276 00:20:54.260 --> 00:20:58.750 facing marketing a little bit product and Dev not as much. And so I would 277 00:20:58.750 --> 00:21:02.790 guess that this value of bringing customers in to tell their story to 278 00:21:02.790 --> 00:21:06.340 share who they are to share how they're using the platform is probably 279 00:21:06.340 --> 00:21:10.770 especially informative to the to the less customer facing folks on the team. 280 00:21:11.140 --> 00:21:17.810 Oh, absolutely. And I, one of the most popular part of the all hands that we 281 00:21:17.810 --> 00:21:21.900 have is when we have customers coming to tell their stories. Everybody in the 282 00:21:21.900 --> 00:21:25.450 company gets excited about it. Everybody loves it. But it's really 283 00:21:25.450 --> 00:21:29.540 interesting that you bring up product and ent, right? I mean, they are 284 00:21:29.540 --> 00:21:34.180 extremely excited, and especially for us, it's Indo. So we do have an 285 00:21:34.180 --> 00:21:38.470 offshore engineering team. They get very excited thio here about our 286 00:21:38.470 --> 00:21:42.370 customers and to see where our customers are doing well with our 287 00:21:42.370 --> 00:21:47.590 product and platform. It's interesting because again, like everybody gets, so 288 00:21:47.600 --> 00:21:52.140 get so happy and so excited. When a customer comes and talks to us and 289 00:21:52.140 --> 00:21:55.860 we've been really successful having customers talk to us on Zoom, I mean, 290 00:21:55.870 --> 00:22:00.460 there's still there's still that level of excitement when a customer pops into 291 00:22:00.460 --> 00:22:03.800 the zoom and you're like, Oh my gosh, you know, tell us about what you've 292 00:22:03.800 --> 00:22:08.790 done with tell us about what you've done with Ascend from Sin does Oh yeah, 293 00:22:08.790 --> 00:22:11.590 there's All of us wants to know that our work matters. We're actually 294 00:22:11.590 --> 00:22:15.080 talking about that a little bit before we hit record. We all just want to know 295 00:22:15.080 --> 00:22:18.080 that our work matters and there's no better wait. It's like it's nice to see 296 00:22:18.080 --> 00:22:22.060 it up on the scoreboard? A. You know, retentions. You know, we we beat 297 00:22:22.060 --> 00:22:26.430 expectations by 23 points or whatever, and you can see it in the metrics. But 298 00:22:26.430 --> 00:22:30.590 it's a whole different thing to meet another human to and to know that the 299 00:22:30.590 --> 00:22:34.770 work that you did impacted their life in their career and their business and 300 00:22:34.770 --> 00:22:38.750 their and their success so satisfying. Let's shift to the third and kind of 301 00:22:38.750 --> 00:22:43.360 final topic here, which is the new marketers. This is something I believe 302 00:22:43.360 --> 00:22:47.780 as well, that your customers are your best source of new customers and that 303 00:22:47.780 --> 00:22:52.770 your employees are also a great source of new employees and potentially new 304 00:22:52.770 --> 00:22:57.630 customers, that a great customer experience is a natural outcome of a 305 00:22:57.630 --> 00:23:02.570 great employee experience. So talk about some of these cross benefits of 306 00:23:02.940 --> 00:23:07.860 building relationship, having empathy, treating people well, I guess all these 307 00:23:07.860 --> 00:23:12.330 kind of like natural foundational pieces to creating a great employee 308 00:23:12.330 --> 00:23:15.850 experience and the employees and creating your great customer experience. 309 00:23:15.860 --> 00:23:19.630 How does that dynamic go for you either within Sentosa or anywhere, really, in 310 00:23:19.630 --> 00:23:24.160 your career? Observations you picked up along the way. So to me, I don't think 311 00:23:24.160 --> 00:23:28.870 you can have great customer experience without having a great employee 312 00:23:28.870 --> 00:23:33.200 experience. So if your employees aren't happy, they aren't going to be able to 313 00:23:33.200 --> 00:23:37.200 take care of your customers. It will just it will naturally show through, 314 00:23:37.210 --> 00:23:42.430 right. So to me, it starts with making sure that custom that your employees 315 00:23:42.430 --> 00:23:47.750 air truly engaged and they're happy. And, you know, I think a lot of times 316 00:23:47.750 --> 00:23:52.570 people think, well, that just equates to, you know, additional pay or 317 00:23:52.570 --> 00:23:56.670 additional monetary incentives. And I think there's a lot of research out 318 00:23:56.670 --> 00:24:00.710 there that, yes, those things are important. But the other thing that's 319 00:24:00.710 --> 00:24:05.470 really, really important to an employee experience and employee engagement is 320 00:24:05.470 --> 00:24:10.300 feeling like they can make a difference feeling like they have the power to 321 00:24:10.300 --> 00:24:14.230 make a difference to their customer. And that's one of the things that 322 00:24:14.230 --> 00:24:18.530 actually brought me to Sando. So because as having run a support 323 00:24:18.530 --> 00:24:23.500 organization having run implementation teams I know, and especially with 324 00:24:23.510 --> 00:24:28.590 support organizations, people don't necessarily call support organizations 325 00:24:28.590 --> 00:24:32.050 because they're having a great day or they're having a great experience with 326 00:24:32.050 --> 00:24:35.430 your product and they want to just tell you how happy they are with your 327 00:24:35.430 --> 00:24:39.780 product right there calling support because something is broken, something 328 00:24:39.780 --> 00:24:43.540 that is not going really well. And I always kind of say that I think support 329 00:24:43.540 --> 00:24:47.540 is one of the hardest jobs toe having a company because you're on the phone or 330 00:24:47.540 --> 00:24:51.790 chatting with people all day long who aren't particularly excited, right? 331 00:24:51.790 --> 00:24:57.100 They're not particularly happy. And if there's a way that you can give those 332 00:24:57.110 --> 00:25:02.820 employees the ability, Thio make a difference to that customer that they 333 00:25:02.820 --> 00:25:07.370 have on the phone right there or there. Chatting with it makes the customer's 334 00:25:07.370 --> 00:25:11.730 day. It also makes the employee's day. The employees just gets very excited 335 00:25:11.730 --> 00:25:15.110 about that, and this is actually what brought me to send. Oh, so because I 336 00:25:15.110 --> 00:25:21.570 feel like there's a there's a really need for frontline staff to feel 337 00:25:21.570 --> 00:25:25.840 empowered to make a difference in the life of their customer in that moment 338 00:25:25.840 --> 00:25:30.350 that they have that interaction with them. Was there anything on your way in 339 00:25:31.140 --> 00:25:36.260 that you immediately wanted to implement or do? Is there any like, big 340 00:25:36.260 --> 00:25:41.620 change or ah, philosophical approach that you wanted to to build into the 341 00:25:41.620 --> 00:25:45.130 team right away? Like what were some of your first approaches on the employee 342 00:25:45.130 --> 00:25:51.940 side in particular to me coming into Shindo. So I really tend to be a very 343 00:25:51.940 --> 00:25:56.870 collaborative leader. And so for me it was really about building a cohesive 344 00:25:56.870 --> 00:26:01.330 collaborative team and making sure that there weren't in the silos between 345 00:26:01.330 --> 00:26:05.640 organizations. Right? There's always there's a tendency, sometimes between 346 00:26:05.640 --> 00:26:10.530 the sales team in the post sale team, right to have that natural kind of 347 00:26:10.530 --> 00:26:14.360 friction. So it was really important for me to make sure that all of those 348 00:26:14.360 --> 00:26:18.590 kind of barriers air knocked down and to make sure that everybody understands 349 00:26:18.590 --> 00:26:24.480 that we're one team, we're one organization, and our entire drive is 350 00:26:24.480 --> 00:26:28.540 about the customer and making sure that the customer has the best experience 351 00:26:28.540 --> 00:26:33.140 possible. And then the other thing for me coming into studio, so is I'm a big 352 00:26:33.140 --> 00:26:36.890 proponent of. We have to drink champagne, right? And so I want to make 353 00:26:36.890 --> 00:26:42.690 sure that when our customers engage with us that they're having the best 354 00:26:42.690 --> 00:26:46.590 experience and that when things do go wrong because you know things tend to 355 00:26:46.590 --> 00:26:53.270 go wrong sometimes with software and fast and platforms that we can, we can 356 00:26:53.270 --> 00:26:57.800 use siendo so that actually get through that experience with the customer. So 357 00:26:57.800 --> 00:27:01.820 if there's a time when, you know, maybe we've made a mistake, that we go ahead 358 00:27:01.820 --> 00:27:06.220 and do something and send something to our customer as an apology and to stick 359 00:27:06.220 --> 00:27:10.330 with us and bear for with us so good, I think you have an advantage that we 360 00:27:10.330 --> 00:27:14.600 have is well at Bom Bom, which is that you can use your product to demonstrate 361 00:27:14.600 --> 00:27:19.070 its value. In your case, it's like it's like a make good or hey, thanks for 362 00:27:19.070 --> 00:27:22.720 sticking with us or, you know, on the sales side, I'm sure it's a Hey, did 363 00:27:22.720 --> 00:27:24.980 you enjoy that experience? You can create the same thing for your 364 00:27:24.980 --> 00:27:28.970 prospects as well. And so it's a really nice advantage to have just one more 365 00:27:28.970 --> 00:27:32.880 pass here, and it's a little bit operational. So your chief customer 366 00:27:32.880 --> 00:27:36.190 officer, you're responsible for everything Post sale. So I would assume 367 00:27:36.190 --> 00:27:41.930 that you maybe have, like, ahead of support and ahead of CS proper. Maybe 368 00:27:41.930 --> 00:27:45.810 that's running account managers or CSM. Just talk about your organization. How 369 00:27:45.810 --> 00:27:50.350 big is it? How is it organized? And perhaps I'm sure you asked the same 370 00:27:50.350 --> 00:27:53.350 question when you were interviewing and considering the opportunity for 371 00:27:53.350 --> 00:28:00.100 yourself to join. Why a chief customer officer here. So we do. We way have 372 00:28:00.100 --> 00:28:05.540 about 50 people and we have on my side of the fence. We have our solution. 373 00:28:05.540 --> 00:28:10.820 Architect, we have an on boarding team. We have a customer success team. We 374 00:28:10.820 --> 00:28:14.320 have a support organization and then we also have what we call our center 375 00:28:14.320 --> 00:28:20.840 experienced team. And I think the reason that Sandoz chose to have ah, 376 00:28:20.850 --> 00:28:25.210 chief customer officer was because Window so is a very, very, very 377 00:28:25.210 --> 00:28:30.440 customer centric organization in our CEO believes in the power of the 378 00:28:30.440 --> 00:28:36.020 customer. And so he really felt like it was important that these post sale 379 00:28:36.020 --> 00:28:42.190 teams all be organized under kind of one leader and one umbrella that is 380 00:28:42.200 --> 00:28:48.100 again relentlessly focused on that customer experience. So all of those 381 00:28:48.100 --> 00:28:52.090 teams again, that kind of goes back to this point where I wanted to make sure 382 00:28:52.090 --> 00:28:56.050 that those teams that they were functioning in much more of like a 383 00:28:56.050 --> 00:29:01.680 siloed way understood that this is all part of the customer journey. We're all 384 00:29:01.680 --> 00:29:05.860 one, and we're all one organization. Yeah. I mean, just the way you were 385 00:29:05.870 --> 00:29:10.190 assumes you were halfway through the explanation of the various teams within 386 00:29:10.190 --> 00:29:14.060 your organization was like, Yeah, I would watch Chief customer officer to 387 00:29:14.070 --> 00:29:19.020 just to kind of tie it all together really quickly descending experienced 388 00:29:19.020 --> 00:29:23.650 team like all the all the other names I'm familiar with. What is this ending 389 00:29:23.650 --> 00:29:28.300 experience? Teams number one goal. Yeah. So this is what this is what's really 390 00:29:28.300 --> 00:29:33.270 exciting to me because the number one goal of the center experience right is 391 00:29:33.270 --> 00:29:38.520 to make sure that those users of our platform are having a really great, 392 00:29:38.530 --> 00:29:42.650 really great experience. Right? Because And I find this in a lot of staffs 393 00:29:42.650 --> 00:29:47.490 companies, right, The the group that implements right, the solution or the 394 00:29:47.490 --> 00:29:52.870 tool. The users are not necessarily the same people, right? And so a lot of 395 00:29:52.870 --> 00:29:56.730 times especially in for our product, will have a marketing team that will 396 00:29:56.730 --> 00:30:01.600 implements Indo so. But the actual users of siendo so could potentially be 397 00:30:01.600 --> 00:30:07.320 the sales organization. Right? And so to me, it's critical that while our 398 00:30:07.320 --> 00:30:10.630 context may have been Maurin the marketing because those are the people 399 00:30:10.630 --> 00:30:14.680 that set up the platform, we need to make sure that those sales people are 400 00:30:14.680 --> 00:30:19.680 getting the most out of Sandoz O are using it are leveraging it and are 401 00:30:19.680 --> 00:30:24.700 seeing the value from the platform. So that's why we created the center 402 00:30:24.700 --> 00:30:29.150 experienced team to make sure that they are relentlessly focused on the user 403 00:30:29.150 --> 00:30:34.210 community. Because to me, retention of a product or a platform really is how 404 00:30:34.210 --> 00:30:38.290 sticky you are with that user base. It's not just the people who buy you, 405 00:30:38.290 --> 00:30:42.320 but it's the people who are using you on a day today basis and say We can't 406 00:30:42.330 --> 00:30:47.240 like we can't not think about that group. We have to be very engaged with 407 00:30:47.240 --> 00:30:52.250 them Really good. I'm so glad I asked that question. And hey, I could tell 408 00:30:52.250 --> 00:30:55.550 how you're excited. You were about that aspect and it makes me think about an 409 00:30:55.550 --> 00:31:00.000 entirely new conversation topic because we don't have time for it today. But 410 00:31:00.010 --> 00:31:04.290 it's so interesting that you know so often, and I know it happens to us is 411 00:31:04.290 --> 00:31:06.910 well, and I know our two companies aren't unique in this, and so we should 412 00:31:06.910 --> 00:31:10.090 probably talk it out more. I mean, I'm sure it's going to turn into a 413 00:31:10.090 --> 00:31:13.000 background theme on the show now that it's top of mind for me and you try 414 00:31:13.010 --> 00:31:18.960 having come back and talk about this thing, This idea that that you're 415 00:31:18.960 --> 00:31:24.010 potentially selling, that you're engaging converse ing with selling into 416 00:31:24.010 --> 00:31:28.890 and even implementing with a different stakeholder than is actually going to 417 00:31:28.890 --> 00:31:33.010 use it. And it seems so obvious to say it that way. But it happens so often. I 418 00:31:33.010 --> 00:31:36.510 love that you built a team around it. So if you're listening to this episode 419 00:31:36.510 --> 00:31:39.610 and you enjoyed it, I've got a couple more that I know you're gonna enjoy. 420 00:31:39.620 --> 00:31:43.810 Episode 63 with David Merriman Scott, who wrote a book called Fan Ocracy. We 421 00:31:43.810 --> 00:31:49.140 called that episode creating fans through human connection, and we talked 422 00:31:49.150 --> 00:31:52.130 here in this conversation about different ways to engage not only your 423 00:31:52.130 --> 00:31:55.790 team members but, of course, also your your customers and the way that siendo 424 00:31:55.790 --> 00:32:01.010 so is doing that online to offline. And that's Episode 63 with David Norman 425 00:32:01.010 --> 00:32:07.470 Scott. Also Episode 71 with with Gabriel, Who's the CMO? A digital asset 426 00:32:07.470 --> 00:32:11.540 management platform called a Primo? We talked about the customer as the new 427 00:32:11.540 --> 00:32:16.340 marketer. That's one of his mantras for 2020 and that episode was called 428 00:32:16.340 --> 00:32:21.440 Differentiating Your Brand by humanizing the experience. Episode 71 429 00:32:21.440 --> 00:32:25.780 there. Ali, This has been really, really fun. I'm so glad that we were 430 00:32:25.780 --> 00:32:29.070 able to spend this time together before I let you go. I like to give you two 431 00:32:29.070 --> 00:32:33.220 opportunities. Thio shout a couple people out. One is someone who's had a 432 00:32:33.220 --> 00:32:37.100 positive impact on your life, your career and the other is a company or a 433 00:32:37.100 --> 00:32:40.240 brand that you really enjoy or appreciate or respect for the 434 00:32:40.240 --> 00:32:45.740 experience that they deliver for you as a customer. So I am. I would love to 435 00:32:45.740 --> 00:32:50.740 give a shout out Teoh, a mentor of mine, and somebody who I respect from a 436 00:32:50.740 --> 00:32:56.880 leadership perspective somebody who helped to develop me, I think, as a 437 00:32:56.880 --> 00:33:03.220 leader and also who I've seen. Go on, Thio. Bigger, Better, amazing things. 438 00:33:03.220 --> 00:33:08.800 And that gentleman's name is Chris Comp Arado. He is thesis EEO of toast. He 439 00:33:08.800 --> 00:33:13.410 was my manager back in the day, attend Decca. I learned so much from him I 440 00:33:13.410 --> 00:33:19.350 learned not only how to be a manager, but how to be an effective manager and 441 00:33:19.350 --> 00:33:25.040 how to actually be a human centric manager. Awesome. How about a brand or 442 00:33:25.040 --> 00:33:29.780 a company that you that you appreciate? So the brand or a company that I will 443 00:33:29.780 --> 00:33:36.510 be loyal to for life is a company called Stitch Fix. So stitch fix sends 444 00:33:36.510 --> 00:33:42.490 out curated boxes of clothing because I happened to really be into fashion. And 445 00:33:42.500 --> 00:33:48.560 my loyalty to that brand is derived from the fact that about two years ago 446 00:33:48.570 --> 00:33:55.250 my father passed away and I was holding a memorial service at my house and my 447 00:33:55.250 --> 00:34:00.500 stitch fix package was going to be delivered at exactly the same time that 448 00:34:00.500 --> 00:34:06.160 my father's memorial service was going to start. And it kind of dawned on me 449 00:34:06.170 --> 00:34:09.630 that, like, the day before that this was gonna happen and I didn't 450 00:34:09.630 --> 00:34:14.260 necessarily want my guests showing up at the same time or the service 451 00:34:14.260 --> 00:34:19.370 starting at the same time that that my stitch fix package was gonna be coming. 452 00:34:19.370 --> 00:34:23.760 So I reached out to stitch fix, explained the situation and just ask 453 00:34:23.760 --> 00:34:28.030 them if they could hold the package for me in the night. It would go pick it up 454 00:34:28.030 --> 00:34:32.340 at the at the UPS store or something like that, and the support organization 455 00:34:32.340 --> 00:34:36.210 over there was so fantastic. They said, Ali, don't worry about it. You go focus 456 00:34:36.210 --> 00:34:39.639 on the thing that's important to you take care of yourself, take care of 457 00:34:39.639 --> 00:34:44.820 your family. We've got this will take care of your package. No worries. About 458 00:34:44.830 --> 00:34:50.370 three hours later, Flowers showed up for my father's memorial service, and 459 00:34:50.370 --> 00:34:55.630 it was from the Stitch Fix Support organization. What a beautiful story. 460 00:34:55.630 --> 00:34:58.750 I'm sorry for your loss, and I appreciate you sharing that story. It's 461 00:34:58.750 --> 00:35:02.480 so good. That is the third time this never happened. That's the third time 462 00:35:02.480 --> 00:35:07.360 stitch fix has come up at this point. In the conversation, Sarah Tom's from 463 00:35:07.360 --> 00:35:11.180 the From the Warden Interactive Organization at the Wharton School of 464 00:35:11.180 --> 00:35:16.980 Business at Penn, and Paula Hayes, who is the CEO and founder of a cosmetics 465 00:35:16.980 --> 00:35:21.050 company called Hyun Oh, are both mentioned Stitch, fix, and you added a 466 00:35:21.050 --> 00:35:24.590 new layer to it. I mean, I think both of theirs were, You know, this blend of 467 00:35:24.600 --> 00:35:29.080 a digital experience, but also a human experience. It feels human. You know 468 00:35:29.080 --> 00:35:33.190 that a human is picking stuff out for you, but it's also partly algorithmic 469 00:35:33.190 --> 00:35:36.980 and all the, you know, this blend of, you know, human and digital. But you 470 00:35:36.980 --> 00:35:41.710 added a whole new layer to the human side of it, where you know they 471 00:35:41.710 --> 00:35:46.590 immediately just washed all the problem away and then went another step beyond 472 00:35:46.590 --> 00:35:50.290 it. Be enough just to say, Hey, don't worry about it. Focus on what matters. 473 00:35:50.290 --> 00:35:55.690 Most fellow human being, You know, I would want the same thing if I was you, 474 00:35:55.690 --> 00:35:58.880 But that extra touches just beautiful. Thank you so much for sharing that. 475 00:35:58.890 --> 00:36:04.250 Thank you. I I It was a pleasure pleasure being here and it was 476 00:36:04.250 --> 00:36:09.340 wonderful. Thio have that experience with stitch Fix? Yeah, if folks want to 477 00:36:09.340 --> 00:36:13.300 follow up with you alley or with siendo So we're a couple places you might send 478 00:36:13.300 --> 00:36:19.510 them. You can reach out thio me at on Lincoln. I'm on LinkedIn as Alison 479 00:36:19.510 --> 00:36:24.650 Temple to scorn yah, You can reach out to me directly at Ali at siendo so dot 480 00:36:24.650 --> 00:36:29.650 com and then you can check out window. So on our website send Oh, so dot com. 481 00:36:29.660 --> 00:36:34.960 Awesome for folks who are listening. I link all of that stuff up. I do short 482 00:36:34.960 --> 00:36:38.420 write ups. We put in video clips. We have the fully embedded audio in 483 00:36:38.420 --> 00:36:43.050 addition to, of course, being in apple podcast, Spotify, google podcasts and 484 00:36:43.050 --> 00:36:48.060 all the other places you can always visit Bom bom dot com slash podcast to 485 00:36:48.060 --> 00:36:51.880 get a little bit closer to the guests through video and and thio to follow up 486 00:36:51.880 --> 00:36:55.050 if you'd like to do that as well. So thank you so much for listening and 487 00:36:55.050 --> 00:37:00.540 thank you again Alley for spending time with me. Thank you. Even e another 488 00:37:00.540 --> 00:37:05.470 stitch fix mention. That's the third one I've had in asking people this 489 00:37:05.470 --> 00:37:10.150 question. At the end of all of these conversations, which companies deliver 490 00:37:10.150 --> 00:37:15.790 an excellent experience for you as a customer? Reach out anytime. Ethan E. T 491 00:37:15.790 --> 00:37:22.160 H a n at bom bom dot com or reach out on Linked in My Last Name is spelled B 492 00:37:22.170 --> 00:37:27.340 u T E. That's Ethan Butte on LinkedIn. I appreciate you listening to the c X 493 00:37:27.340 --> 00:37:32.210 Siris on B two b growth and I would love your feedback on the c x Siri's 494 00:37:32.220 --> 00:37:39.130 Hey, everybody. Logan was sweet fish here. If you're a regular listener of B 495 00:37:39.130 --> 00:37:42.780 two b growth, you know that I'm one of the co hosts of the show, but you may 496 00:37:42.780 --> 00:37:46.910 not know that I also head up the sales team here. A sweet fish. So for those 497 00:37:46.910 --> 00:37:50.940 of you in sales or sales ops, I wanted to take a second to share something 498 00:37:50.950 --> 00:37:55.400 that's made us insanely more efficient. Lately, our team has been using lead I 499 00:37:55.400 --> 00:37:59.860 Q for the past few months and what used to take us four hours gathering contact 500 00:37:59.870 --> 00:38:05.700 data now takes us on Lee. One where 75% more efficient were able to move faster 501 00:38:05.700 --> 00:38:09.700 with outbound prospecting. And organizing our campaigns is so much 502 00:38:09.700 --> 00:38:14.040 easier than before. I'd highly suggest you guys check out lead I Q. As well. 503 00:38:14.050 --> 00:38:20.760 You can check them out at lead. I q dot com That's l e a d e que dot com 504 00:38:22.420 --> 00:38:26.590 Are you on Lincoln? That's a stupid question. Of course you're on LinkedIn 505 00:38:26.600 --> 00:38:31.120 here. Sweet fish. We've gone all in on the platform. Multiple people from our 506 00:38:31.120 --> 00:38:34.920 team are creating content there. Sometimes it's a funny gift. For many 507 00:38:34.930 --> 00:38:39.000 other times, it's a micro video or a slide deck, and sometimes it's just a 508 00:38:39.000 --> 00:38:43.060 regular old status update that shares their unique point of view on B two B 509 00:38:43.060 --> 00:38:47.300 marketing leadership or their job function. We're posting this content 510 00:38:47.300 --> 00:38:51.590 through their personal profile, not our company page, and it would warm my 511 00:38:51.590 --> 00:38:56.310 heart and soul if you connected with each of our evangelists will be adding 512 00:38:56.310 --> 00:39:00.970 Mawr down the road. But for now, you should connect with Bill Reed, R C 00 513 00:39:00.980 --> 00:39:05.170 Kelsey Montgomery, our creative director. Dan Sanchez, our director of 514 00:39:05.170 --> 00:39:09.510 audience growth. Logan Lyles, our director of partnerships. And me, James 515 00:39:09.510 --> 00:39:13.100 Carberry. We're having a whole lot of fun on LinkedIn pretty much every 516 00:39:13.100 --> 00:39:15.530 single day on. We'd love for you to be a part of it.