The Customer Experience Podcast
The Customer Experience Podcast

Episode · 9 months ago

106. The Magic of Creating Memories at Specific Moments w/ Jeff Kaylor

ABOUT THIS EPISODE

How can I make people feel like the experience is just for them?

 

You’d think this question pertains to customer experience — and it does — but it originated from a Magic Moments mindset. As in, actual stage magic.

 

In this episode, I interview Jeff Kaylor, Fortune 500 Keynote Speaker at JeffKaylor.com and Cofounder at the Magic Estate, about how to bring wonder back into customer experience.

 

What we talked about:

 

- Deliberately creating wonder

 

- Planning customer experience by anticipating memory

 

- An unforgettable magician is someone fully present

 

- The magic moments mindset

 

Check out this resources we mentioned during the podcast:

 

- Jeff’s forthcoming book is called “Create Magic: Transforming Your Everyday Interactions Into Magical Moments”

 

Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

People want to know that the experienceis for them, so what are we doing to make people feel like the experience isfor them. The single most important thing you cando today is to create and deliver a better experience for your customers,learn how sales marketing and customer success experts create internalalignment, achieve desired outcomes and exceed customer expectations in apersonal and human way. This is the customer experience podcast. Here'syour host, Ethan Baute, creating experiences that people will rememberfor the rest of their lives. It's a high bar, but it's something we can putour minds to and something we can work toward every single day to find out howwe're talking today, with a gentleman who's performed magic and more thanthree hundred fifty cities and in more than two dozen countries across allthese cultures and languages he's encountered. What always translates isthat moment that magic moment he's performed for several fortune, fivehundred companies and even inspired people who work at the most magicalplace on Earth Disney to create these magic moments, a performer, a speaker,an author and cofounder of the Magic Estate. He states his vision in thisway. I exist to empower and equip people to create unforgettableexperiences and relationships that feel alive. Jeff Kaylor welcome to thecustomer experience podcast. Thank you so much Ethan for Avome Yeah, I'mexcited for the conversation. I got an advanced look at a book that you havewritten that is working its way toward the market and it's an absolutepleasure to read, and it made me think about kind of a human challenge that wehave it's a divide between two ideas. I find you to be both a fun and a joyfulperson, just in my interactions with you, through email and in reading, yourbook talk a little bit about fun versus...

...joy, they're, not the same thing, but Ifeel like you live with both very often you have any thoughts on that. I just I decided you know as a magician. Youknow I grew up to be become a magician, it's something that if you look at backon it, if I look back on it, I never thought I'd be able to actually do this.So I just feel like I get to live a lifeof fun and and wonder and yeah it's just B. I think it's just apart of my life, Frun and joy and bringing joy to other people so andbringing that joy to other people is what makes me have fun awesome we'regoing to get into wonder, but before we do Wer, I'm going to ask you a questionthat I ask everyone who is kind enough to spend Tiarthme in theseconversations, which is customer experience when I say that to you Jeff,what does it mean? What thoughts does it conjure? What characteristics mightit have? I think when it comes down to it and o? I had this really interestingexperience at the end of last year, I worked on a project with the Creatorsertusile and he said something when we were working together that I think justcompletely nails it and I, like things to be very simple and what he said. Iwas very simple. He said that people want to know that the experience is forthem. So what are we doing to make people feel like the experience is forthem, and I think that just that phrase right there, if you can do one thing,how can we do that in our own experiences in our customer experiencejust make people feel like it's not just a generic experience, but they'rehere, you're here actually with them so good, and it's so important. I mean Iimmediately think of things like people trying to personalize messages or evenpersonalize experiences. But it's really, you know a couple token effortsthat ultimately get watered down by the scope of the message or the scope ofthe experience where the little personalized elements aren't enough tomake. It actually feel like it's for me and I think the economy is definitelygoing that way. I think, Ppe, that something people are willing to pay for,and it's certainly something that if...

...it's just part of the normal course ofbusiness, the type of thing that people will remember and talk about absomhundred percent hundred percent. I think again, I think that phrasecompletely, just literally completely enailes Lik. When you said I was likethat. You hit it literally literally on the point so so good again, and is theyboth become so much more precious time and attention the more time andattention you can give someone the more obvious it is that it is for them somagic moments is it's a phrase that probably captures a lot and means a lotrelative to your work, there's obviously the literal play of the magicthat you do, but then also it's the impression that you leave people withthat. This is a special moment that I can feel again. I can remember again,you know what is this magic moments concept mean to you practically ortheoretically, I became kind of addicted to to creating magic momens for Eople,because when I was when I was younger, I had this. I had this experience whereI walked into a magic shop and I remember the first trick. Someoneever did for me, and I remember that that that feeling that I had- and Iliterally I get like faagose- I'm thinking aboutit right now that actually the actual moment and then, when the guy he lookedat me, a he's like you want to learn how to do this and I was like yeah andhe showed me all these different tricks that I could learn and it's funny,because when you, when you buy a magitic trick, you you look at thisthing and you think you just imagine yourself performing it for people, youimagine them reacting and going crazy. And then you open the package, and youhave this wave of disappointment, because the secret is just it'ssomething so simple that doesn't seem like. I would fool anyone, but you.What you start to realize is that the best secrets of magic are really simpleand I think that's the same and customer experience, the best secretsand the things to teach people are very simple things that you know thisfigures out and one of the first one of...

...these first traks. I learned is kind offunny talk about this. When I do my speaking is it was an explosion trick.We cand you put this powder on your fingers and you walk around with it.That's O set up, and whenever you want, you bring your things up and you snapand it creates ane explosion and a puff of smoke. So I thought you know who'sgoing to love this, my teachers and so and then I was like wait a minute. Oneline just mix these two bottles into one bottle, so I maxes thim into onebottle and as a kid I thought that was completely normal. Bu didn't understandthat I'm mixing two mottls of explosives in this bottle, so I I put that bottle in my drawer and I go to bed andt e like three in the morning. I wake up to this explosion. In my room and mymom, my mom swings the door open and she's like Jeff. What was that I waslike? It was a magic trick. You know, and and she goes back to bed, but Iwalk up and open a draw and there's a huge hole in the drawer, and but it's funny because that moment for meit was a a complete failure and I've got onto b t to be able to to produce magic for people around theworld, but whatit's important aby. That story is that when you get a magictrick, you imagine how people are going to feel when you actually do this tothem and actually and eventually you start to actually get those crazyreactions from people and magicis one of those things where there's only acouple times in your life, when you feel that feeling when you actuallyhave that type of wonder Anjoy and that's what I love to to again bring topeople. I don't know if I' fully answered your question there, but yeahit's good. I just wanted you just like it's such an overarching idea relative to your Approachin, yourwork and you already offered one tip, but do you have any others mean the onetip? Is it's simpler than you think right? We don't have to overlook it. Wedon't have to overproduce it to steal the line from ser from the gentlemanfrom sirp to sole. You know make people...

...feel the experiences to like them. Whatwhat else makes a moment standout or memorable? One of the things is, I guess themindset we have as magicians, because you know when you're experiencing amagic trick, you're seeing something completely impossible happen right infront of you, but we don't realize that when you're watching that the magicianis watching, you he's watching the audience and we're looking foropportunities and we use the optioc these opportunities to make theexperience better and an example would be, if someone's like laughing andsminal a lot. That's the person will bring into the next part of the trick,because they're reaction will cause everyone else to react even more orwill look for ways to involve them. Maybe it's like borrowing something orasking them for a specific piece of information and anytime. You can dothat and again it makes that experience feel like it's for them and they're inthe and we're in this moment together- and you know, there are commege opportunities that wecan grab onto, but the only way to see them as if we're were literally in thatmoment and again, people feel that I think of one of the biggest differencesbetween a magician and an unforgettable magicianis that a magician is just someone. That's Ou here, they're ust, doingtricks, unforgettable magician is someone that's fully present with theiraudience and that and that presence like magic makes people present itbreaks people's patterns and it makes them almost shocks them into the presentmoment. I think it's a good way to put it. So how can we again shock peopleinto that present moment with what we're doing I love it? You went aheadto a few places. I wanted to go well, go deeper, deeper, Ino, the mindset indjust a moment, but I really really appreciate this idea of watching theaudience in order to identify opportunities and so to translate thattranslate that, for the you know, the core listener o the show is either afrontline practitioner or a leader or a manager or an executive. Typically inlike marketing sales or customer...

...success, we have so many across allthese seats and within our organizations, no matter what type ofbusiness it is. We have so much customer feedback, even though a lot ofus can't see our customers and be live in the moment physically with them. Thesame way, I'm speaking to you who's listening right now, you can't bephysically present, as often or in the same way that Jeff is with hisaudiences, but we have so much of this feedback that we can pay attention toin order to make adjustments on the fly decisions on the fly that just toaffect that customer were observing but to affect other customers around them.I really like that example, and something that immediately comes tomind. Jeff is this idea of you know you're looking for that person, who'ssmiling. So translation is someone who's, getting a great outcome from theproduct or service experience. How can we raise that person up share? Whatthat experience was like is says, essentially a success story of CustomerSuccess Story and share it with other people, so they can get that samemotivation and kind of participate a little bit with them through thatshared story, but then also achieve the same thing themselves by modeling,their their behavior F, their experience so good. Let's get into themindset a little bit, I took a few notes out out of the book, which wasvery fun to read. It was a really great experience as a reader. You can reallyfeel your personality in it, but you ask five or rig guess I don't rememberwhether you askd them this way or or I wrote them down this way, but I havefive questions about this magic moment's mindset. How can I be helpfulto someone? How can I make someone feel more comfortable? How can I makesomeone look good to the people in their lives and how can I turn as a bigone right there yeah and I guess they're only. How can I turn a negative situationinto a positive one, so being helpful? I think we all understand that, so Ithink we can take that at face value. Ven though yeah I'm sure, there's somestories and examples there, but making...

...someone feel more comfortable is aninteresting one. Certainly making people look good to the other people intheir life and and turning a negative situation Ito a positive one. WHATCOMES TO MIND Therre? What are some of your favorite thoughts or storiesaround these aspects of the mindset and maybe, if you can at a high level, howdo we keep this mindset throughout our days? That's why I love really thinking about the way people are feeling andremembering what doing these things is bringing tosomeone else, and I think it all all comes down to that in the end like whenyou're making them have this feeling in this joy like you're able to createthat like for me, I want to be the highlight of people's Day like whenthey're with me. It doesn't matter what else is going on in the life. If I canbe that that highlight for them- and it's not not for me but but for them,you never know what effect it could have on everything else. That'shappening in their life and when someone feels tatway again, it makes itfeel like therthey're with you there for you that tha they're the mostimportant person on this planet. So, let's go to, I guess one of the onesyou said was making someone look good to the other people in their lives. Ilove thinking about that. That is such a powerful, powerful thing to thinkabout. Not just make them look, ood the make them look into other other peopleand I've kind of a funny story that relates to this, and I was lieaving myfriend's house at one point and he I was going to meet up with anotherfriend and he's like Hey, wait, a minute. I have something for you and heruns over the refrigerator and he he grabs his bag, and he and he throws methe bag, and I open it up and there's this juice inside. I was like what'swhat's this and he's like? Oh that's for your friend, they love this juice and I was like H. Thank you so anywayshow up to this friend and as soon as I guess that Mi oi got some juice andtheir mind was blown theye like how the...

...heck did. You know that I I love thisjuice and they were just again completely blown away and for me, likeI got to look back and like how cool is it that that friend just did that tomake me look good to someone else so when people are leaving our experience?That's when I like to do this like how can someone leave my experience andlook good to the people in their life or have a story to be able to tell totheir family as like a highlight of that of that day and keep spreadingthat joy? So one of the things I love to do is equip people with little toolsand things like that and whether it's your employees, you can to quip themwith tools in magicl. We have a thing: it's called loading up, so I love tolike I'll literally load up with things in my pockets in my wallet and thesethings will just be sitting there waiting for the right moment and thatmoment might not come for a month or two whatever. But when that momentcomes I'm ready with this little tool and a simple one. Might be, I ha alittle get out of work free card, so what I'll do is like if someone givesme great service I'll just I'll, be. Thank you so much yer, you go, take therest of the day off and you hand in this little card and it's like a getout of Jiel Free Card. But it's get out of work, free and and T et just giveshon this fun moment. And then I'm like you know, give that to your boss andI've actually had certain situations where the people have literally giventhat to their boss and the boss gave them the rest of the day off and and that's a really cool thing too,because that boss understood how cool understood that moment andunderstood that he could actually make his employees day to and create thislittle conspiracy. That's going on. So the key thing you do you have there isthis action. I think so many of us, whether it's in our work, lives or our persona lives, or you know those bluroftentimes to specially ist people, a re working at home. But you know, Ithink so is carry these thoughts like man. She was just so awesome. She tookthat extra step. She provide a great service. Next step is to actually tellher hey. That was an awesome experience.

Thank you so much, but then you take itto this next level and have a little bit of fun with it. You bring fun toother people with a get out of work card right. So I think so many of us gothrough our days and we have these thoughts and feelings and we don't evenbring them to life through our words and share them with other people, andthat would make a difference in Someednesday. But then this extra step,it angift yeah yeah we're just hanging on to theselittle gifts that we don't get to give people and, like I said, with the magicmoen mindset, therare literally, if you just sit in the room and you just lookaround, there are literally opportunities all around us and a lotof people either don't see them or don't act on that, maybe we get alittle nervous like almost every time before. I do one of these littlemoments I get you know I get a little a little nervous, but in the end yourealize the moment it could create for that person and those little momentscould literally change. Everything for them could change their entire day andthey might be having a terrible day too. You might be the one to completely turnthat around Soyeah and I think when I look at these questions again I'll readthem again, because I think they're really hapful, no matter what people'sroles or positions are in their organizations. How can I be helpful tosomeone? How can I make someone feel more comfortable right, theyre in theright place, and they are welcome here? How can I make someone look good topeople to the other people in their life and how can I turn negativesituations and depositive ones? I think that one is. You know immediately, of course, thinkabout my friends and customer care and customer service and frontline supportrules who are typically dealing with confused and angry and frustratedpeople all the time and in that that can really wear you down. But inreading create magic, which again will you know Jeff is currently working onbringing to market. I got a chance to read a preview of it. I thoughtimmediately about how much more life we would give ourselves if weapproached our work day today with this mindset- and it sounds like you can beexhausting, it means like I have to kind of show up and show up in the bestway on every customer interaction, and...

...some of them are very negative, likeright out of the gate. But would you agree that in executing on this mindset andbringing it to life and acting it out, probably- and I've heard this from youalready so I'd- be surprised if you agree but feel free to elaborate onthat agreement, that it is that it's also lifegiving to you, you're, notjust givegive, give give give give give and you get to the end of the day andyou're just empty. No, that would be. That would be the opposite of whay. Youwant to know it's. It's extremely lifegiving. You know it's like givingsomeone a gift when you give someone Ogetit, it almost brings you as muchjoyce. It brings that OT person andit. Actually you know when you create thesemoments. Not only does it create that, for you, a createsive for everyone,that's around it, it brings up the entire room that you're in or or ifthese stories you know what's happening or share with you know within yourcompany. That's why it's so important to share stories like this within yourcompany of great things that are happening great experiences, becausethat's positive stories that are being shared within your company, whereas alot of times like the negative ones, are the easy ones to be to be shared alot of time. So we got to be very careful about that. Because hat can,you know, create a culture of negativity, so I love staying in thesepositive stories, but yeah it definitely, I would say, fills me upbig time to create these moments and thex. That's in the end like to be selfless is to almost the mostself selfish thing you can do. That makes sense Y. it's one of thewonderful paradoxes of life. It's so good and I guess really to say that isthe more you give the more you get as long as you're, not giving an order toget right. That's why this relationships over transactions, kindof philosophy and mindset that, when we have within our community at Bombam, isso wonderful to me and and wonderful to be a part of so turning negativesituations into a positive one. It's one that I talked a lot about, there'sa guy that I feel like it's become a friend who's been a guest on thispodcast Shep hike and he's a customer service and customers yeah. That isgreat, yeah, awesome, Dude and you...

...you used it. I mean a few key words andthemes. I don't know how many of them were printed in the book, but Icertainly had the feeling of these words and what they connote wonder.Surprise, joy, openness, amazement, chep, uses amazing and amazement like alot in his work, and so I feel there's a lot of kinship there, and I want totalk about something that I think can be very practical for listeners, eventhough it feels a little bit abstract. It's the wonderpiece, thisidea of focusing on what could be not just focusing on what is talk a littlebit about what wonder means to you and how important it is. I think t again itall goes back to that childlike feeling that you get and wonder is something that I feel like. Sadly, a lot of us don't get to feel enough in our life and alot of times, people only get in their childhood or don't even get toexperience it in their childhood and it might be from you know, Cru. You knowChristmas, so that always is a time for me that like brings a lot of wonder tome, but I think that's something that people need to experience more andwonder is very mysterious and for me I like to be a mysterious person. Peoplelove not understanding everything, you knowand that's why, when you do, when you do magic for someone, you create thismoment that they can't understand Yo, just they just their mind, goes tothis place, where I actually don't understand everything in this worldright now and that's a powerful place to get someone when you one of myfavorite places to get people when I do a show is you know I get them reacting,but there's this moment where they stop reacting and they're just they're there,but they're just everything's gone. All their patterns are broke and they'rejust like sitting there. So what does that look like with everything thatwe're doing wherer those moments in our patterns that we can create a littlesomething that you know wait a minute...

...that makes them think like turns themaround, and that might just make them present for for our experience andagain it all goes back to making it feel like it's for them they get to,they get to feel like it's for them right there. It's so interesting withemployees and with customers. We can go through our days because, certainly onthe employee side, a lot of the days can potentially start to feel the same.Depending on your role in this. This idea of breaking patterns- really, I think, has so much potentialif we, if certainly within the confines and rules and boundaries that are setup around you breaking patterns for yourself, a makes to work a little bitmore fun and a little bit more creative, but but it an creates a little bit of aremarkable moment for the customer to because I think the customer comes to alot of these interactions, with expectations about what supposed to beor what it's like, because humans are so good at identifying patterns andpredicting those patterns and so breaking it. I love that theme and Ithink it's so useful in our day today, yeah for go it's the hundred percentAese fol in our dayday, and that's one of the things when you know when I'mworking with a company one of the things we do is we we define what all their patterns are,and it can be. He, the most simple things like you, know, recenly. I wasworking with a automotive company and they had a thing where they wouldservice cars, so the car would come in. They would get out of the car. Theywuld walk into the waiting room. They way their technician would come in thenthey would go to the car and they would pick the car up and they would leave sothere we have like four or five different patterns. So what I love tohelp them figure out, and this is what we do a lot w h with magic is like whatmemory do you want to create for that person? So when they, when they getthere, you want them to think. Oh, that was Easyri when they walk into thewaiting room. You want them to feel. Oh, I feel like I'm at home. You know whenthe the person comes up and interacts with them. We want them to think. Oh, Itrust this person right and then, when you leave, you want to think. Oh thatwas that was so quick. That was that...

...was awesome. Those easy I'm definitelygoing to come back here. So then, what you start to do is like whatactions can you place in each of those places? So when the person shows up andthey get their car, they bring up their car? What we did at this specific place,we put a bar cod on the car, so s soon as the door pins, they pop the bar cotup and it pops up a thing on the computer that tells them everything weneed to know, so they can walk right in and what O we also do. Is We usuallyhave that person? Ask that ask them a question and will whatever the answerwill put that into the system. So we start building this little system andknowledge of this person. We, you know we're in that magic moment mindset, notonly that, but we're helping our future. Whoever interacts with that person inthe future we're going to help them look good, because they're going toknow a little bit more about this person, they go to the waiting room andthey want to feel like you know. We want them to feel. Like they're at home,how do you make someone feel like they're at home? You maybe get Niceseeting, you maybe suppy them with some food in a lot of car service placesthey would have everything would be all together. So instead O whant, you put awall up that separates them from, like all the operations that that arehappening. You O, I have a friend that has a he has a dental office and whenyou walk into his dental office, you get this big whif of bread because he'sa breadmaker going in his dental office and again it's just one of these thingsthat it'll break that pattern. Yo. ' That person's going to go home and talkabout the breadmaker. You know the bread at the deental office right andthen you know when the technician comes out. Normally, when you're at a carservice place, the technician comes out and they have this really dirty thingthat they just brought in from the car and they kind of make you feel badderabout it right. We've all had that happen. So in this servece station we completelyremove that. Instead, we allowed they started, they would text the person andupdate them throughout the whole process of what's happening and then,when they went out to their car, everything seemed a lot quicker becausethey were updated with everything that was happening. So that's how we kind ofin that situation we PLAC o Memories, the memories we wanted to create,instead of just having all these random patterns happend, we wanted to creatememories within that. So so good I mean...

...you just map the experience. You decide what you want to have happened.Sorry, no, you first think what do I want the person to experience or feelor think, and then you and then you create the experience to do a couplereally awesome things. I want to just double back on just a highlight notnecessarily go through again, because I think they were very clear one. Thisidea of keeping notes. I know great sales. People already do this, but Ithink more of US could be doing it more often keeping great notes about theperson not just about the account or the interactions or the transactions,but about the person and what's important to them their preferences.Their thoughts stories etceter like these little nuggets that allow someonewho's going to succeed you in the future, because you're not going to bein that role forever or maybe even in that organization forever allows otherpeople to succeed you in a way that makes that that customer feel cared for.The other thing that I thought was super important that I know as acustomer. I greatly appreciate is knowing what's going on at each step,like you, don't need to text me every three minutes about what's going on,but but you know, let's just say it's going to be a sixty minute period. Youknow text me three or four times and just kind of. Let me now give me asense of progress, because I think and tell me if any of the discussions wentaround this team. In the absence of information, I think a lot of people aour minds either get into a loop and it's kind of a little bit of a worryloop like what's going on. Could it be something bad shouldn't it be done bynow? How long has it been all these other things, whereas you can just takethat off the table and let their mind go into the magazine that they'rereading or the book that they're reading or the social site they'rescrolling or the television shown you COCI exactly Andyou. Can we took itactually another level where we that you know there's a moment where like?Why? Don't we have the technician pick a fund photo of them with their car toand send it to the person? So there's...

...some moments: If you get the rightpeople you can send like you know, have them be interacting with that person ina little bit of a funaway, not a super distracting way, but a Funda way,makeit more human. It's fantastic! I'm going to read a line from your book andyou just share a couple thoughts about it and I think I've got five of theseand you've already hit this one. So you don't need to go too deep. I don'tthink, but I think it's important enough to hit again the secret to a magic trickis simpler than you would ever think and related. I think a couple lineslater was the best secrets are often the simplest. I think you know, as we talk throughthis, I think hat. That's clear. Like you, the hardest thing to do is t getmagic tricked own to the most simple thing: that's what takes so much effortin Somewhar so much work. So I guess looking in our customer experience likehow can we keep everything as simpple as possible? How can we get that downto the simplest place possible because that's also the easiest thing to sharewith the people in our company and the easiest thing for them to do so, like?I think that's just like a lifelong thing for me, how can I get everythingI'm doing down to the simplest place as possible? Simplicity is beauty. Peopledon't really want to learn a magic trick. They want to learn how to makeothers feel the way I've just made them feel. I think that clearly stayes tyeah, that's that's what I've learned overtime, because I would you know Igot in this one where I teach all these people magic, cricks. You know simplethings and they like a month later. They wouldforget how to do that thing, but then what I start doing as I startd teachingpeople how to do these little moments and what I realized that these littlesimple moments they could do to make someone feel really fun. They wouldtake these things and do them. So I'm goingto give you a quick example,because I always carry a piece of shrimp around with me. I actually haveit here. If you can see the video Bu, yeah and I'll go to the grocery storeand iput on my groceries on the...

...conveyor belt and I'll put a singlepiece of shrimp, so the person's going through their normal day ringingeverything up and then the shrimp rolls up like a single piece of SRIMP andthey look at it and they look at me and I'm like yeah. I just want one and itit makes us really funny moment. I'm like I'm just messing I put in mypocket, but it breaks it like breaks their pattern in that moment and then alot of times I'll give people a shrimp. So they Y can go and do it t otherpeople, but a moment like that again will help them break patterns and makeother people give them a very simple thing. They can do a simple tool: Heycan do to make someone else feel you know feel that moment and then they getto experience other people feeling that way, yeah and the anticipation ofcreating that moment. For folks who are listening, we do pull video clips fromall these conversations. Like short little sixty ninety second clipse thatcapture a complete thought. We share those in these post at Bombomcompodcast. We do like short writeups video, highlights and, of course,access to all the recorded, the audio in all the places that it lives inapple podcast and Google podcast and spotify et Cetera. Okay, here's a newone, one quick thing speaking like just speeking a Bobam is that is how you make people feel likeit's for them. That's one of the tools that I actually that actually talkabout with with with customers, N and companies, because you're able to sendthese videos to people you're able to like they can see you and feel you andyou're talking directly to them. It is literally like such a brilliant tool tobe able ouse, so if you're not using it like I'm, not getting paid to say thisor anything, but like it's, a no brainer to add that into your company,so good. I thank you well thank you for for saying so, and thank you forrecognizing that I mean that's the that is the use of these personal videos atits highest value and it actually teas up. The next quote. I promise checkthis out. Ready a magic moment is an intentional actdesigned to shock a person or a group of people into the present moment, andthis is the key and make them feel...

...alive, valued and cared for. I'm soglad that you mentioned personal videos there, because that language, like itjumped off the page to me, because that's what I'm trying to do when Ireach, like we ae like sixtyzerd customers, but I do what I can to reach out on a truly personal basis andthe replies that I get sometimes are like. Oh my gosh, I never expected thispersonal reply and I'm I'm not just doing it to shock the people, althoughit jus shock them into this, like. Oh, my gosh that, like this dude, just Ohe's talking to Mae, wait a minute and but but it's really to make them feelvalued and cared for I mean I love the the really warm human side of that, andI think that it comes through in your writing and certainly and spending timewith you ind conversation, but o you have anything to add to that one yeah.I think I think that's how isn't at the end of the day, that's how we all wantto feel like for me magic at the end of the day. I want to feel alive andeverything that I do, and I want everyone around me to feel more aliveafter being in my presence and by creating a moment for someone you canmake them feel that way and by them feeling that way. I feel more that wayeveryone around feels more that way. So that's so good sovils, AP yeah this one.I see an immediate operational applicationas. I did throughout all theideas you expressed, stop looking at what you have to deliver and startseeing opportunities, places and moments to deliver it and, like I said before, we literally have opportunities allaround us and we can grab on those or we can let those go by an and it's upto us and that's why it's so important, I think to be in that others focusmindset, because you you get to seeve that and then it's just as important totake the action. So I think a lot of us have these little stories that we playout in our head and we think about doing all these things and for somereason we don't. We just don't end up doing them and that's why it's soimportant to make things very simple...

...and have little little systems o beable to do these things so that it is easy. We can do it kind of right away.I love it and it reminds me like the language SAR, like things you have todeliver, makes me think of, like the have to get to divide. I think youprobably approach life with more of like A. I don't have to do this. I getto do this and I think I feel, like that's a key part of the magic momentmindset, because it just changes the way you approach, everything whichmeans it changes the way you experience it and create experiences for others.Okay, last one, when a community, when a community inspires someone to dosomething, they love and put it out into the world, it has a ripple effect.That is extremely true now, for me, I love to you know. I grew up with dad. That was a coachand I got to see him over and over again believe in people in a way that makethem believe in themselves, and so for me, it just became part of my life. Ilove to like shop in a way and do things for people that gets them to dothe thing that they always want to do and in a company if you're running acompany, if you show up- and you show up for your employee in a way that they know that you care about thethings in their life that they're excited about, that person willliterally be a raving fan for your company and the same thing. If you showup for someone that you know comes to your shop all the time where ors aregular customer. If you can look at other parts of this person's life innot a creepy way, you can use that information to believe and pour intothat person in something outside of Your Business. And what will happen isthey'll, be like I want to keep getting stuff from this first, a I want to keepbuying from them. I'm going to be a customer for life and that's wht we getto be so. How can we believe in people in a way that makes them believe andthemselves? I love it and then the reple effect is that they're now livingtheir lives differently, modeling it treating people differently and it'sjust contagious so good. I really like e the the spirit that you bring to thework that you do into the people that...

...you interact with thaas been anabsolute joy. If you ere listening to this- and you thought this was helpfulto you and provocative, I've got a couple more that I think you'll enjoyepisode. Eighteen with Jordan, Alavero of swimlane he's on the CS side of thehouse there and we titled His his conversation CreateDelight to keep customers for life. He talks specifically about the power ofmoments. I think HEOWAS also talking about the book by chip and Dan Heath ofa similar title of Necesso, good yeah, so ad yeah power of moments and thenepisode sixty one with a mutual friend of ours, James Carburry. We called thatone instantly creating connection with anyone. You want to know thesementioned in create magic. The Book You've written certainly shares yourphilosophy, and I wouldn't be surprised if both of you brought the way, youviewed your work and your lives and your relationships and and furtherrefine them through interaction with one another. So that's episode.Eighteen with Jordan, alavero episode sixty one with James Carburry. You arelistening to a conversation with Jeff Kaylor and before I let you go jeff I'dlove. To give you a couple opportunities. The first is to think ormention someone who's had a positive impact on your life or your career, andthe second is to give a nod or a shout out or a mention to a company or brandthat you really appreciate for the way they deliver for you. As a customersure I mean the person that you just said is my person, James Cowray, he'sliterally one of my best friends, and he is one of the best people he'dever mee and he's someone that again wee just talking about believing inpeople. He believes in so many people in a way that they believe inthemselves and only that like actively comes alongside and goes so far out ofthis way, to help you and like make you be something you know so I I just seenhim do with so many people, so James Love, y man and then a company that, Iwould say, would be honestly the Magic Castle in Hollywood, it's one of myfavorite places in the world and...

...especially at a time like this ding thepandemic. It's been closed this most of this year, but I was going there two tofour times a week, but their customer experience is incredible and it's aplace where you can go and people aren on their phones and you get toexperience magic and if anyone out there everyone's to experience,incredible magic, go to the Magic Castle, love it and putting down yourphone, can just there's opportunity in putting down your phone and interactingwith the people around you. That also has the potential to create some somereally nice moments to so I love that aspect of of your of your take there.On the Magic Castle Jeff, if someone wants to follow up on this, they wantto connect with you or learn more about the work that you do were some placesthat you send thim to follow up. The easiest would Ben Jeff, Kaylercomand Kaylor is Taylor, but with okay, cn nice well done hat so I'll link that up,as I mentioned, Bombomcom podcast, we do write ups on every single episode.Do you want to scroll through them and browse them and maybe find a couple youhaven't heard? Yet you want to meet some of these guests by experiencingthem through video, and you want some links to things that we mentione inthese conversations. That's what we're doing there at Bombom Dacom, slash,podcast, so jeff. This has been a pleasure. It did not disappoint. I soappreciate the way you approach your work and your life. I know you'veinspired a lot of people, certainly more than you could ever capture in thestories that you tell in create magic. I look forward to that getting ontopages and into people's hands and into people's ears as an audiobook andappreciate you spending time with us. Thank you so much et, then. Thank youfor continuing to bring this and like with so many amazing episodes to somany people around the world. I really appreciate being on here clearcommunication, human connection, higher conversion. These are just some of thebenefits of adding video to the messages your sending every day. It'seasy to do with just a little guidance, so pick up the official book,Rehumanize Your Business, how personal videos, accelerate sales and improvecustomer experience learn more in order...

...today at Bombam Tcom Boock, that's Bo,mb, bomvcom fuck, thanks for listening to the customer experience. podcastremember the single most important thing you can do today is to create anddeliver a better experience for your customers, continue. Learning thelatest strategies and tactics by subscribing right now in your favoritepodcast player, or visit Bombomcom podcast.

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