The Customer Experience Podcast
The Customer Experience Podcast

Episode · 1 year 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 theexperience is for them? The single most important thing you can do today isto create and deliver a better experience for your customers. Learn how sales,marketing and customer success experts create internal alignment, achieved desired outcomes and exceed customer expectationsin a personal and human way. This is the customer experience podcast.Here's your host, Ethan Beute, creating experiences that people will remember for therest of their lives. It's a high bar, but it's something we canput our minds to and something we can work toward every single day to findout how. We're talking today with a gentleman who's performed magic in more thanthree hundred fifty cities and in more than two dozen countries. Across all thesecultures and languages he's encountered, what always translates is that moment, that magicmoment. He's performed for several fortune five hundred companies and even inspired people whowork at the most magical place on earth, Disney, to create these magic moments. A performer, a speaker and author and cofounder of the Magic Estate. He states his vision in this way. I exist to empower and equip peopleto create unforgettable experiences and relationships that feel alive. Jeff Taylor, welcometo the customer experience podcast. Thank you so much, Eith, and forhaving me. Yeah, I'm excited for the conversation. I got an advancedlook at a book that you have written that is working its way toward themarket and it's an absolute pleasure to read and it made me think about kindof a human challenge that we have. It's a divide between two ideas.I find you to be both a fun and a joyful person. Just inmy interactions with you through email and in reading your book. Talk a littlebit about fun versus joy. They're not the same thing, but I feellike you live with both very often. You have any thoughts on that?I just I decided, you know, as a magician. You know Igrew up to be become a magician. It's something that, if you lookthat back on it, if I look back on I never thought I'd beable to actually do this. So I just feel like I get to livea life of fun and and wonder and yeah, it's just I think it'sjust a part of my life, Fun and joy and bringing joy to otherpeople. So and bringing that enjoy to other people is what makes me havefun. Awesome. We're going to get into wonder, but before we dowe're I'm going to ask you a question that I ask everyone who is kindenough to spend time with me and these conversations, which is customer experience.When I say that to you, Jeff, what does it mean? What thoughtsdoes it conjure? What characteristics might have? I think when it comesdown to it, and I had this really interesting experiences at the end oflast year, I worked on a project with the Creator start to slay andhe said something when we were working together that I think just completely nails it, and I like things to be very simple. What he said, itwas very simple. He said that people want to know that the experience isfor them. So what are we doing to make people feel like the experienceis for them? And I think that just that phrase right there, ifyou can do one thing, how can we do that in our own experiences, in our customer experience? Just make people feel like it's not just ageneric experience, but they're here, you're here actually with them. So goodand it's so important. I mean I immediately think of things like people tryingto personalize messages or even personalize experiences, but it's really, you know,a couple token efforts that ultimately get watered down by the scope of the messageor the scope of the 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, Pete, that's something people are willingto pay for and it's certainly something that,...

...if it's just part of the normalcourse of business, the type of thing that people will remember and talkabout absolutely, a hundred percent, a hundred percent, I think. Again, I think that phrase completely, just literally, completely, a nails that. When he said I was like that you hit it literally literally on thepoint. So so good and and is they both become so much more ashhas time and attention. The more time and attention you can give someone,the more obvious it is that it is for them. So magic moments isit's a phrase that probably captures a lot in means a lot relative to yourwork. There's obviously the literal play of the magic that you do, butthen also it's the impression that you leave people with at this is a specialmoment that I can feel again, I can remember again. You know,what is this magic moments concept mean to you, practically or theoretically? Ibecame kind of addicted to to creating magic moans for people because when I waswhen I was younger, I had this I had this experience where I walkedinto a magic shop and I remember the first trick someone ever did for meand I remember that that feeling that I had, and I literally I getlike, I guess I'm thinking about it right now. That actually that actualmoment. And then when the guy he looked at me and he's like youwant 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 funnybecause when you when you buy a magic trick, you you look at thisthing and you think, you just imagine yourself performing it for people. YouImagine I'm reacting and going crazy, and then you open the package and youhave this wave of disappointment because the secret is just it's something so simple thatdoesn't seem like would fool anyone but you. You. What you start to realizeis that the best secrets and magic are really simple, and I thinkthat's the same and customer experience. The best secrets and the things I haveto teach people are very simple things that you know. This bigger's out inone of the first one of the first tricks I learned. It's kind offunny. I talked about this when I do my speaking is. It wasan explosion trick we could. You put this powder on your fingers and youwalk around with it. That's the set up and whenever you want, youbring your fingers up and you snap and it creates some explosion and a puffof smoke. So I thought, you know who's going to love this?My teachers and so the and then I was like, wait a minute,why don't I just mix these two bottles into one bottle? So I mixthem into one bottle and as a kid I thought that was completely normal,but I didn't understand that I'm mixing two bottles of explosives in this bottle.So I put that bottle in my drawer and I go to bed and theylike three in the more and I wake up to this explosion in my roomand my mom, my mom swings the door open and she's like, Jeff, what was that? I was like it was a magic trick, youknow, and and she goes back to bed. But I walk up andopen the drawer and there's a huge hole in the drawer. And but it'sfunny because that moment, for me, it's it was a complete failure andI've gone on to but to be able to produce magic for people around theworld. But what's in part about a story is that when you get amagic trick, you imagine how people are going to feel when you actually dothis to them and actually and eventually you start to actually get those crazy reactionsfrom people. And Magic's one of those things where there's only a couple timesin your life when you feel that feeling, when you actually have that type ofwonder and enjoy and that's what I love to again bring to people.I don't know if I fully answered your question there, but yeah, it'sgood. I just wanted you just like it's such an overarching idea relative toyour approaching your work. In you already offered one tip, but do youhave any others? Mean, the one tip is it's simpler than you think. Right. We don't have to overthink it, we don't have to overproduceit, to steal the line from certain...

...from the gentleman, from Sirqu toso lay, you know, make people feel the experiences, to like ofthem. What else makes a moment standout or memorable? One of the things, as I guess, the mindset we have as magicians, because you know, when you're experiencing a magic trick, you're seeing something completely impossible happen rightin front of you. But we don't realize that when you're watching that,the magician is watching you, he's watching the audience and we're looking for opportunitiesand we use the optic these opportunities to make the experience better. And anexample would be if someone's like laughing and smile a lot, that's the personwill bring into the next part of the trick because they're reaction will cause everyoneelse to react even more or will look for ways to involve them. Maybeit's like borrowing something or asking them for a specific piece of information. Andanytime you can do that and again, it makes that experience feel like it'sfor them and they're in the and we're in this moment together and you know, they are countless opportunities that we can grab onto, but the only wayto see them as if we're we're literally in that moment. And again peoplefeel that. I think a one of the biggest differences between a magician andan unforgettable magician is that a magician is just someone that's here, they're justdoing tricks. Unforgettable magician is someone that's fully present with their audience and thatand that presence, like magic, makes people present. It breaks people's patternsand it makes them it almost shocks them into the present moment. I thinkit'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. Ie, youwent ahead to a few places I wanted to go. will go deeperdeeper into the minds that in just a moment. But I really really appreciatethis idea of watching the audience in order to identify opportunities and so to translatethat, translate that for the you know, the core listener the show is eithera frontline practitioner or a leader or a manager or an executive, typicallyin like marketing sales or customer success. We have so many across all theseseats and within our organizations, no matter what type of business it is.We have so much customer feedback, even though a lot of us can't seeour customers and be live in the moment, physically with them the same way I'mspeaking to you who's listening right now. You can't be physically present as oftenor in the same way that Jeff is with his audiences. But wehave so much of this feedback that we can pay attention to in order tomake adjustments on the fly, decisions on the fly, not just to affectthat customer were observing, but to affect other customers around them. I reallylike that example and something that immediately comes to mind, Jeff, is thisidea of you know, you're looking for that person who's smiling. So atranslation is someone who's getting a great outcome from the product or service experience.How can we raise that person up, share what that experience was liked,is said, essentially a success story, a customer success story, and shareit with other people so that they can get that same motivation and kind ofparticipate a little bit with them through that shared story. But then also achievethe same thing themselves by modeling their their behavior, their experience. So good. Let's get into the mindset a little bit. I took a few notesout of the book, which was very fun to read. It was areally great experience as a reader. Can Really feel your personality in it.But you asked five or I guess I don't remember whether you ask them thisway or I wrote them down this way, but I have five questions about thismagic moments mindset. How can I be helpful to someone? How canI make someone feel more comfortable? How can I make someone look good tothe people in their lives, and how can I turn it's a big oneright there. Yeah, and I guess they're only four. How can Iturn a negative situation into a positive one? So being helpful, I think weall understand that. So I think we can take that at face value, even though, you know, I'm sure there's some stories and examples there. But making someone feel more comfortable is...

...an interesting one. Certainly, makingpeople look good to the other people in their life and and turning a negativesituation into a positive one. What comes to mind there? What are someof your favorite thoughts or stories around these aspects of the mindset and maybe ifyou can at a high level, how do we keep this mindset throughout ourdays? That's why I love really thinking about the way people are feeling andremembering what doing these things is bringing to someone else. And I think itall comes down to that in the end, like when you're making them have thisfeeling, in this joy, like you're able to create that like forme, I want to be the highlight of people's Day, like when they'rewith me, it doesn't matter what else is going on then the life.If I can be that, that highlight for them, and it's not notfor me but but for them, you never know what effect that could haveon everything else that's happening in their life. And and when someone feels that wayagain, it makes it feel like they're there with you, there foryou, that that they're the most important person on this planet. So let'sgo to I guess one of the ones you said was making someone look goodto the other people in their lives. I love thinking about that. Thatis such a powerful, powerful thing to think about, not just make themlook good, to make them look good to other other people, and I'vekind of a funny story that relates to this. And I was leaving 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 foryou, and he runs over the refrigerator and he he grabs his bag andhe and he throws me the bag and I opened it up and there's thisjuice inside. I was like what's what's this and he's like, Oh,that's for your friend. They love this juice, and I was like,Oh, thank you. So, anyway, I show up to this friend andas soon as I get to them, like I got some juice and theirmind was blown. They like how the heck did you know that Ilove this juice? And they were just again completely blown away. And forme, like I got to look back and like how cool is it thatthat friend just did that to make me look good to someone else? So, when people are leaving our experience, that's what I like to do.This like how can someone leave my experience and look good to the people intheir lives or have a story to be able to tell to their family aslike a highlight of that of that day and keep spreading that joy? Soone of the things I love to do is equip people with little tools andthings like that, and whether it's your employees, you can equip them withtools. In magic we have a thing that's called loading up. So Ilove to like I'll literally load up with things in my pockets, in mywallet, and these things will just be sitting there waiting for the right moment, and that moment might not come for a month or two or whatever,but when that moment comes, I'm ready with this little tool, and asimple one might be I have a little get out of work free card.So what I'll do is like if someone gives me great service, I'll justI'll be thank you so much. Here you go, take the rest ofthe day off and you hand in this little card and it's like a getout of jail free card, but it's get out of work free and andit just gives on this fun moment and then I'm like, you know,give that to your boss, and I've actually had certain situations where the peoplehave literally given that to their boss and the boss gave them the rest ofthe day off. And and that's a really cool thing too, because thatboss understood how cool understood that moment and understood that he could actually make hisemployees day too, and creates this little conspiracy that's going on. So thekey thing you do, you have there is this action. I think somany of us, whether it's in our work lives or or personal lives oryou know, those blur often times, especially as people are working at home. But you know, I think so guys carry these thoughts like man,she was just so awesome. She took that extra step. She'd provide agreat service. Next step is to actually tell her, hey, that wasan awesome experience, thank you so much.

But then you take it to thisnext level and have a little bit of fun with it. You bringfun to other people with a get out of work card, right. SoI think so many of us go through our days when we have these thoughtsand feelings and we don't even bring them to life through our words and sharethem with other people, when that would make a difference in someone's Day.But then this extra step, it's a gift, yeah, yeah, orjust hanging onto these little gifts that we don't get to give people. And, like I said, with the magic moment mindset, they're literally if youjust sit in the room and you just look around. They're literally opportunities allaround us and a lot of people either don't see them or don't act onthat. Maybe we get a little nervous, like almost every time before I doone of these little moments, I get, you know, I geta little, a little nervous, but in the end you realize the momentit could create for that person and those little moments could literally change everything forthem, could change their entire day and they might be having a terrible dayto you might be the one to completely turn that around. So yeah,and I think when I look at these questions again, and I'll read themagain because I think they're really helpful, no matter what people's roles or positionsare in their organizations. How can I be helpful to someone? How canI make someone feel more comfortable right there, in the right place and they're welcomehere? How can I make someone look good to people, to theother people in their life, and how can I turn negative situations into positiveones? I think that one is you know, I mean mediately, ofcourse, think about my friends and customer care and customer service in frontline supportrules who are typically dealing with confused and angry and frustrated people all the time, and in that that can really wear you down. But in reading createmagic, which, again, will you know, a jeff is currently workingon bringing to market. I got a chance to read a preview of it. I thought immediately about how much more life we would give ourselves if weapproached our work daytoday with this mindset. And it sounds like you can beexhausting. It means like I have to kind of show up and show upin the best way on every customer interaction, and some of them are very negative, like right out of the gate. But would you agree that, inexecuting on this mindset and bringing it to life and acting it out?Probably, and I've heard this from you already, so I'd be surprised ifyou to agree, but feel free to elaborate on that agreement, that thatit is, that it's also life giving to you. You're not just give, give, give, give, give, give, give and you get tothe end of the day and you just empty. No, that wouldbe that would be the opposite of way you want to know. It's it'sextremely lifegiving. You know, it's like giving someone a gift. When yougive someone a gift it almost brings you as much joys. It brings thatout a person and actually, you know, when you create these moments, notonly does it create that for you a create it for everyone that's around, it brings up the entire room that you're in or or if these storiesyou know what's happening, or share with you know, within your company.That's why it's so important to share stories like this within your company of greatthings that are having great experiences, because that's positive stories that are being sharedwithin your company, whereas a lot of times, like the negative ones arethe easy ones to be to be shared a lot of time. So we'regoing to be very careful about that, because I can, you know,create a culture of negativity. So I love staying in these positive stories.But yeah, it definitely, I would say, fills me up big timeto create these moments, and that's that's in the end, like to beselfless as to almost the most self selfish thing you can do. That makessense. Yeah, it's one of the wonderful paradoxes of life. It's sogood, and I guess really like to say that is the more you give, the more you get, as long as you're not giving in order toget right. That's why this relationships over transactions kind of philosophy and mindset thatwe have within our community at bomb bomb is so wonderful to me and andwonderful to be a part of. So turning negative situations into a positive one. It's one that I talked a lot about. There's a guy that Ifeel like it's become a friend who's been a guest on this podcast, Chethike, and he's a customer service and customers. Yeah, he's Great.Yeah, Awesome Dude, and you you...

...used it. I mean a fewkeywords and themes. I don't know how many of them were printed in thebook, but I certainly had the feeling of these words and what they connote. Wonder, surprise, joy, openness, amazement. Chef uses amazing and amazementlike a lot in his work, and so I feel like there's alot of kinship there. And I want to talk about something that I thinkcan be very practical for listeners, even though it feels a little bit abstract. It's the wonder piece, this idea of focusing on what could be,not just focusing on what is. Talk a little bit about what wonder meansto you and how important it is. I think again, it all goesback to that childlike feeling that you get, and wonder is something that I feellike, sadly, a lot of us don't get to feel enough inour life and a lot of times people only get in their childhood or don'teven get to experience it in their childhood. And I might be from you know, you know Christmas, so that, I always is a time for methat like brings a lot of wonder to me, but I think that'ssomething that people need to experience more. And wonder is very mysterious and forme I like to be a mysterious person. People love not understanding everything you know, and that's why when you do when you do magic for someone,when you create this moment that they can't understand, you just they just theirmind goes to this place where I actually don't understand everything in this world rightnow, 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'rejust they're there, but they're just everything's gone, all their patterns are broken, they're just like sitting there. So what does that look like with everythingthat we're doing? Where those moments in our patterns that we can create alittle something that, you know, wait a minute, that makes them thinklike turns them around and that might just make them present for for our experience. And again 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 with employees and with customers. We can go through our days becausecertainly on the employee side, a lot of the days can potentially startto feel the same, depending on your role in this. This idea ofbreaking patterns really, I think, has so much potential if we if,certainly within the confines and rules and boundaries that are set up around you,breaking patterns for yourself a makes to work a little bit more fun and alittle bit more creative, but but it can creates a little bit of aremarkable moment for the customer too, because I think the customer comes to alot of these interactions with expectations about what's supposed to be or what it's like, because humans are so good at identifying patterns and predicting those patterns and sobreaking it. I love that theme and I think it's so useful in ourday to day. Yeah, for sure, it's a hundred percent useful in ourday day 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 definewhat all their patterns are, and it can be the the most simple things. Like, you know, recently I was working with a automotive company andthey had a thing where they would serve as cars. So the car wouldcome in, they would get out of the car, they would walk intothe waiting room, they wait there, technician would come in, then theywould go to the car and they would pick the car up and they wouldleave. So there we have like four or five different patterns. So whatI love to help them figure out, and this is what we do alot with with magic, is like what memory do you want to create forthat person? So when they when they get there, you want them tothink, oh, that was easy. Right when they walk into the waitingroom, you want them to feel, oh, I feel like I'm athome. You know, when the the person comes up and interacts with them, we want them to think, oh, I trust this person right, andthen when you leave you want to...

...think, oh, that was thatwas 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, what actions can you place into each of those places? So whenthe person shows up and they get their car, they bring up their car. What we did at this specific place we put a bar code on thecar so as soon as the door opens, they pop the bar code up andit pops up a thing on the computer that tells them everything we needto know so they can walk right in. And what do we also do iswe usually have that person asked that ask them a question and will whateverthey answer, will put that into the system. So we start building thislittle system and knowledge of this person. We you know, we're in thatmagic moment mindset. Not only that, but we're helping our future who everinteract with that person in the future. We're going to help them look goodbecause they're going to know a little bit more about this person. They goto the waiting room and they want to feel like, you know, wewant them to feel like they're at home. How do you make someone feel likethey're at home. You maybe get a nice seating, you maybe supplythem with some food. In a lot of car service places they would haveeverything would be all together. So instead, when he put a wall up thatseparates them from like all the operations that are that are happening. Youknow, I have a friend that has a he has a dental office andwhen you walk into his dental office you get this big whiff of bread becausehe has a bread maker going in his dental office. And again, it'sjust one of these things that it'll break that pattern your that person's going togo home and talk about the bread maker, you know, the bread at thedental office, right. And then you know when the technician comes out. Normally, when you're at a car service place, the technician comes outand they have this really dirty thing that they just brought in from the carand they kind of make you feel bad about it. Right. We've allhad that happen. So in this service station we completely remove that. Insteadwe allowed they started, they would text the person and update them throughout thewhole process of what's happening and then when they went out to their car,everything seemed a lot quicker because they were updated with everything that was happening.So that's how we kind of in that situation. We Place Memories, thememories we wanted to create. Instead of just having all these random patterns happened, we wanted to create memories within that. So, so good. I meanyou just map the experience, you decide what you want to have happen. Sorry, know you first think what do I want the person to experienceor feel or think, and then you did and then you create the experienceto do a couple really awesome things. I want to just double back onjust a highlight, not necessarily go through again because I think they are veryclear. One this idea of keeping notes that I know great sales people alreadydo this, but I think more of US could be doing it more often, keeping great notes about the person, not just about the account or theinteractions or the transactions, but about the person and what's important to them,their preferences, their thoughts, stories, etcetera. Like these little nuggets thatallow someone who's going to succeed you in the future, because you're not goingto be in that role forever, or maybe even in that organization forever.It allows other people to succeed you in a way that makes that that customerfeel cared for. The other thing that I thought was super important that Iknow as a customer, I greatly appreciate is knowing what's going on at eachstep. Like you don't need to text me every three minutes about what's goingon, but but you know it. Let's just say it's going to bea sixty minute period. You know, text me three or four times andjust kind of let me know, give me a sense of progress, becauseI think, and and tell me if any of the discussions went around thistheme. 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 ofa worry loop, like, what's going on? Could it be something bad? Shouldn't it be done by now? How long has it been all theseother things, whereas you can just take that off the table and let theirmind go into the magazine that they're reading or the book that they're reading orthe social site they're scrolling or the television show and you can take exactly anyway. We took it actually another level where we that, you know, there'sa moment where like why don't we have the technician take up fun photo ofthem with their car to and send it to the person? So there aresome moments if you get the right people,...

...you can send like, you know, have them be interacting with that person in a little bit of afun way, not a super distracting way, but a fun way make it morehuman. It's fantastic. I'm going to read a line from your bookand you just share a couple thoughts about it. And I think I've gotfive of these and you've already hit this one. So you don't need togo too deep, I don't think. But I think it's important enough tohit again. The secret to a magic trick is simpler than you would everthink. And related, I think a couple lines later, was the bestsecrets are often the simplest. I think you know as we talked through this. I think that that's clear. Like you, the hardest thing to dois the get magic tricked down to the most simple saying. That's what takesso much effort in somewhat so much work. So I guess looking at our customerexperience, like how can we keep everything as simple as possible? Howcan we get that down to the simplest place possible, because that's also theeasiest thing to share with the people in our company and the easiest thing forthem to do so. Like, I think that's just like a lifelong thingfor me. How can I get everything I'm doing down to the simplest placeas possible? Simplicity is beauty. People don't really want to learn a magictrick, they want to learn how to make others feel the way I've justmade them feel. I think that clearly states that. Yeah, that's that'swhat I've learned over time, because I would you know, I got inthis moment where I teach all these people magic tricks, you know, simplethings, and they like a month later they would forget how to do thatthing. But then what I started doing, as I started teaching people how todo these little moments and what I realize that these little simple moments theycould do to make someone feel really fun. They would take these things and dothem. So I'm going to give you a quick example, because Ialways carry a piece of shrimp around with me. I actually have it here, if you can see the video. But yeah, and I'll go tothe grocery store and I'll put on my groceries on the conveyor belt and I'llput a single piece of shrimp. So the person's going through their normal day, ringing everything up, and then the shrimp rolls up like a single pieceof shrimp and they look at it and they look at me and I'm likeyeah, I just want one and it makes us really funny moment. I'mlike, I'm just messing. I put in my pocket, but it breaksit like breaks their pattern in that moment and then a lot of times I'llgive people the shrimp so they can go and do it to other people.But a moment like that again will help them break patterns and make other peoplegive them a very simple thing they can do, simple tool they can doto make someone else feel, you know, feel that moment, and then theyget to experience other people feeling that way. Yeah, and the anticipationof creating that moment for folks who are listening. We do pull video clipsfrom all these conversations, like short little one thousand six hundred and ninety sewcodclips that capture a complete thought. We share those in these posts at bombombcomslash podcast. We do, like short write ups, video highlights and,of course, access to all the recorded the audio in all the places thatit lives in apple podcasts and Google podcasts and spotify, etc. Okay,here's a new one. One quick thing, speaking like to speaking of bombomb is. That is how you make people feel like it's for them. That'sone of the tools that I actually that I actually talked about with with withcustomers and companies, because you're able to send these videos to people, you'reable to like they can see you and feel you and you're talking directly tothem. It is literally, like such a brilliant tool to be able touse. So if you're not using it, like I'm not getting paid to saythis or anything, but like it's a no brainer to add that intoyour company. So good, I think you will. Thank you for forsaying so and thank you for recognizing that. I mean, that's the that isthe use of these personal videos at its highest value, and it actuallyteas up the next quote. I promise check this out ready. A magicmoment is an intentional act designed to shock a person or a group of peopleinto the present moment, and this is the key, and make them feelalive, valued and cared for. I'm...

...so glad that you mentioned personal videosthere, because that language like it jumped off the page to me, becausethat's what I'm trying to do when I reach like we have like sixtyzero customers, but I do what I can to reach out on a truly personal basisand the replies that I get sometimes are like, oh my gosh, Inever expected this personal reply and I'm I'm not just doing it to shock thepeople, although it does shock them into this like oh my gosh, thatlike this dude just dod he's talking to me. Wait a minute, butit but it's really to make them feel valued and cared for. I meanI love the the really warm human side of that and I think that itcomes through in your writing and certainly and spending time with you and conversation.But do you have anything to add to that one? Yeah, I think. I think that's how it isn't it? At the end of the day,that's how we all want to feel. Like for me, magic at theend of the day, I want to feel alive and everything that Ido and I want everyone around me to feel more alive after being in mypresence. And by creating a moment for someone, you can make them feelthat way and by them feeling that way, I feel more that way, everyonearound feels more that way, so that's so good. So those thatyeah, this one I see an immediate operational application, as I did throughoutall the ideas you expressed. Stop looking at what you have to deliver andstart seeing opportunities, places and moments to deliver it. And, like Isaid before, we literally have opportunities all around us and we can grab onthose or we can let those go by, and it's up to us, andthat's why it's so important, I think, to be in that other'sfocus mindset, because you you get to see that, and then it's justas important to take the action. So I think a lot of us havethese little stories that we play out in our head and we think about doingall these things and for some reason we don't. We just don't end updoing them, and that's why it's so important to make things very simple andhave a little little systems to be able to do these things, so thatit is easy and we can do it kind of right away. I loveit and it reminds me like the language you're like things you have to deliver. Makes me think of like the have to get to divide. I thinkyou probably approach life with more of like a I don't have to do this, I get to do this, and I think I feel like that's akey part of the magic moment mindset, because it just changes the way youapproach everything, which means it changes the way you experience it in creed experiencesfor others. Okay, last one. When a community, when a communityinspire someone to do something 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 away that make them believe in themselves. And so for me just became partof my life. I love to like show up in a way and dothings for people that gets them to do the thing that they always want todo. And in a company, if you're running a company, if youshow up and you show up for your employee in a way that they knowthat you care about the things in their life that they're excited about, thatperson will literally be a raving fan for your company. And the same thingif you show up for someone that you know comes to your shop all thetime where or as a regular customer, if you can look at other partsof this person's life and not a creepy way, you can use that informationto believe and pour into that person in something outside of Your Business, andwhat will happen is they'll be like, I want to keep getting stuff fromthis person, I want to keep buying from that I'm going to be acustomer for life, and that's what we get to be. So how canwe believe in people in a way that makes them believe and themselves? Ilove it. And then the ripple effect is that they're now living their livesdifferently, modeling it, treating people differently, and it's just contagious. So good. I really like the this is spirit that you bring to the workthat you do into the people that you...

...interact with. This has been anabsolute joy. If you are listening to this and you thought this was helpfulto you and provocative, I've got a couple more that I think you'll enjoy. Episode Eighteen with Jordan Olivaro of Swim Lane he's on the CS side ofthe house there and we titled His app his conversation, create delight to keepcustomers for life. He talks specifically about the power of moments. I thinkhe always also talking about the book by chip and Dan Heath of a similartitle of Nes. So good, yeah, so good. Yeah, power ofmoments. And then episode sixty one with a mutual friend of ours,James Carberry. We called that one instantly creating connection with anyone. You wantto know if he's mentioned in create magic, the book you've written. Certainly sharesyour philosophy and I wouldn't be surprised if both of you brought the wayyou viewed your work in your lives and your relationships and in further refine themthrough interaction with one another. So that's episode eighteen with Jordan Olivo, episodesixty one with James Carberry. You are listening to a conversation with Jeff Kaylorand before I let you go, Jeff, I'd love to give you a coupleopportunities. The first is to think or mention someone who's had a positiveimpact on your life or your career, and the second is to give anod or a shoutout or a mention to a company or brand that you reallyappreciate for the way they deliver for you as a customer. Sure, Imean the person that you just said is my person, James Carberry. He'sliterally one of my best friends and he is one of the best people you'dever mean. And he's someone that, again, we're just talking about believingand people. He believes in so many people in a way that they believein themselves, and only that, like actively comes alongside and goes so farout of his way to help you and like make you be something you know. So I love I just seen him do it with so many people.So James Love, Hi man. And then a company that I would sayit would be, honestly, the Magic Castle in Hollywood. It's one ofmy favorite places in the world and especially at a time like this, duringthe pandemic. It's been closed this most of this year, but I wasgoing there two to four times a week, but their customer experience is incredible andit's a place where you can go and people are on their phones andyou get to experience magic. And if anyone out there every wants to experienceincredible magic, go to the Magic Castle. Love it and putting down your phonecan just there's opportunity and putting down your phone and interacting with the peoplearound you. That also has the potential to create some some really nice moments. To say, I love that aspect of of your of your take thereon the Magic Castle. Jeff, if someone wants to follow up on this, they want to connect with you or learn more about the work that youdo. Were some places that you'd send him to follow up? Easiest wouldbe, Jeff, kaylorcom and Kaylor is Taylor, but with the K KJ Y. Hello, are Nice. Well done. So I'll link thatup. As I mentioned Bombombcom podcast, we do right ups on every singleepisode. If you want to scroll through them and browse them and maybe finda couple. Yeah, that heard. Yet you want to meet some ofthese guests by experiencing them through video and you want some links to things thatwe mentioned in these conversations, that's what we're doing there at Bombombcomla podty.So, Jeff, this has been a pleasure. It did not disappoint.I so appreciate the way you approach your work and your life. I knowyou've inspired a lot of people, certainly more than you could ever capture inthe stories 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 and appreciateyou spending time with us. Thank you so much. You than thank youfor continuing to bring this and like so many amazing episodes, to so manypeople around the world. I really appreciate beating on here. Clear Communication,human connection, higher conversion. These are just some of the benefits of addingvideo to the messages you're sending every day. It's easy to do with just alittle guidance, so pick up the official book. Rehumanize Your Business.How personal videos accelerate sales and improve customer experience. Learn more in order todayat Bombombcom Book. That's bomb bombcom book.

Thanks for listening to the customer experiencepodcast. Remember, the single most important thing you can do today isto create and deliver a better experience for your customers. Continue Learning the lateststrategies and tactics by subscribing right now in your favorite podcast player or visit Bombombcompodcast.

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