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 experience is for them. So what are we doing to make people feel like the experience is for them? The single most important thing you can do today is to 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 expectations in a personal and human way. This is the customer experience podcast. Here's your host, Ethan Beute, creating experiences that people will remember for the rest of their lives. It's a high bar, but it's something we can put our minds to and something we can work toward every single day to find out how. We're talking today with a gentleman who's performed magic in more than three hundred fifty cities and in more than two dozen countries. Across all these cultures and languages he's encountered, what always translates is that moment, that magic moment. He's performed for several fortune five hundred companies and even inspired people who work 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 people to create unforgettable experiences and relationships that feel alive. Jeff Taylor, welcome to the customer experience podcast. Thank you so much, Eith, and for having me. Yeah, I'm excited for the conversation. I got an advanced look at a book that you have written that is working its way toward the market and it's an absolute pleasure to read and it made me think about kind of 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 in my interactions with you through email and in reading your book. Talk a little bit about fun versus joy. They're not the same thing, but I feel like you live with both very often. You have any thoughts on that? I just I decided, you know, as a magician. You know I grew up to be become a magician. It's something that, if you look that back on it, if I look back on I never thought I'd be able to actually do this. So I just feel like I get to live a life of fun and and wonder and yeah, it's just I think it's just a part of my life, Fun and joy and bringing joy to other people. So and bringing that enjoy to other people is what makes me have fun. Awesome. We're going to get into wonder, but before we do we're I'm going to ask you a question that I ask everyone who is kind enough to spend time with me and these conversations, which is customer experience. When I say that to you, Jeff, what does it mean? What thoughts does it conjure? What characteristics might have? I think when it comes down to it, and I had this really interesting experiences at the end of last year, I worked on a project with the Creator start to slay and he 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, it was very simple. He said that people want to know that the experience is for them. So what are we doing to make people feel like the experience is for them? 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 experience? Just make people feel like it's not just a generic experience, but they're here, you're here actually with them. So good and it's so important. I mean I immediately think of things like people trying to 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 message or the scope of the experience, where the little personalized elements aren't enough to make it actually feel like it's for me. And I think the economy is definitely going that way. I think, Pete, that's something people are willing to pay for and it's certainly something that,...

...if it's just part of the normal course of business, the type of thing that people will remember and talk about 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 the point. So so good and and is they both become so much more ash has 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 is it's a phrase that probably captures a lot in means a lot relative to your work. There's obviously the literal play of the magic that you do, but then also it's the impression that you leave people with at 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 or theoretically? I became kind of addicted to to creating magic moans for people because when I was when I was younger, I had this I had this experience where I walked into a magic shop and I remember the first trick someone ever did for me and I remember that that feeling that I had, and I literally I get like, I guess I'm thinking about it right now. That actually that actual moment. And then when the guy he looked at me and he's like you want to learn how to do this, and I was like yeah, and he showed me all these different tricks that I could learn. And it's funny because when you when you buy a magic trick, you you look at this thing and you think, you just imagine yourself performing it for people. You Imagine I'm reacting and going crazy, and then you open the package and you have this wave of disappointment because the secret is just it's something so simple that doesn't seem like would fool anyone but you. You. What you start to realize is that the best secrets and magic are really simple, and I think that's the same and customer experience. The best secrets and the things I have to teach people are very simple things that you know. This bigger's out in one of the first one of the first tricks I learned. It's kind of funny. I talked about this when I do my speaking is. It was an explosion trick we could. You put this powder on your fingers and you walk around with it. That's the set up and whenever you want, you bring your fingers up and you snap and it creates some explosion and a puff of 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 mix them 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 they like three in the more and I wake up to this explosion in my room and my mom, my mom swings the door open and she's like, Jeff, what was that? I was like it was a magic trick, you know, and and she goes back to bed. But I walk up and open the drawer and there's a huge hole in the drawer. And but it's funny because that moment, for me, it's it was a complete failure and I've gone on to but to be able to produce magic for people around the world. But what's in part about a story is that when you get a magic trick, you imagine how people are going to feel when you actually do this to them and actually and eventually you start to actually get those crazy reactions from people. And Magic's one of those things where there's only a couple times in your life when you feel that feeling, when you actually have that type of wonder 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's good. I just wanted you just like it's such an overarching idea relative to your approaching your work. In you already offered one tip, but do you have 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 overproduce it, to steal the line from certain...

...from the gentleman, from Sirqu to so lay, you know, make people feel the experiences, to like of them. 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 right in 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 opportunities and we use the optic these opportunities to make the experience better. And an example would be if someone's like laughing and smile 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 or will look for ways to involve them. Maybe it's like borrowing something or asking them for a specific piece of information. And anytime you can do that and again, it makes that experience feel like it's for 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 way to see them as if we're we're literally in that moment. And again people feel that. I think a one of the biggest differences between a magician and an unforgettable magician is that a magician is just someone that's here, they're just doing tricks. Unforgettable magician is someone that's fully present with their audience and that and that presence, like magic, makes people present. It breaks people's patterns and it makes them it almost shocks them into the present moment. I think it's a good way to put it. So how can we again shock people into that present moment with what we're doing? I love it. Ie, you went ahead to a few places I wanted to go. will go deeper deeper into the minds that in just a moment. But I really really appreciate this idea of watching the audience in order to identify opportunities and so to translate that, translate that for the you know, the core listener the show is either a frontline practitioner or a leader or a manager or an executive, typically in like marketing sales or customer success. We have so many across all these seats 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 see our customers and be live in the moment, physically with them the same way I'm speaking to you who's listening right now. You can't be physically present as often or in the same way that Jeff is with his audiences. But we have so much of this feedback that we can pay attention to in order to make adjustments on the fly, decisions on the fly, not just to affect that customer were observing, but to affect other customers around them. I really like that example and something that immediately comes to mind, Jeff, is this idea of you know, you're looking for that person who's smiling. So a translation 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 share it with other people so that they can get that same motivation and kind of participate a little bit with them through that shared story. But then also achieve the 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 notes out of the book, which was very fun to read. It was a really 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 this way or I wrote them down this way, but I have five questions about this magic moments mindset. How can I be helpful to someone? How can I make someone feel more comfortable? How can I make someone look good to the people in their lives, and how can I turn it's a big one right there. Yeah, and I guess they're only four. How can I turn a negative situation into a positive one? So being helpful, I think we all 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, making people look good to the other people in their life and and turning a negative situation into a positive one. What comes to mind there? What are some of your favorite thoughts or stories around these aspects of the mindset and maybe if you can at a high level, how do we keep this mindset throughout our days? That's why I love really thinking about the way people are feeling and remembering what doing these things is bringing to someone else. And I think it all comes down to that in the end, like when you're making them have this feeling, in this joy, like you're able to create that like for me, I want to be the highlight of people's Day, like when they're with 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 not for me but but for them, you never know what effect that could have on everything else that's happening in their life. And and when someone feels that way again, it makes it feel like they're there with you, there for you, that that they're the most important person on this planet. So let's go to I guess one of the ones you said was making someone look good to the other people in their lives. I love thinking about that. That is such a powerful, powerful thing to think about, not just make them look good, to make them look good to other other people, and I've kind of a funny story that relates to this. And I was leaving my friend's house at one point and he I was going to meet up with another friend, and he's like Hey, wait a minute, I have something for you, and he runs over the refrigerator and he he grabs his bag and he and he throws me the bag and I opened it up and there's this juice 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 and as soon as I get to them, like I got some juice and their mind was blown. They like how the heck did you know that I love this juice? And they were just again completely blown away. And for me, like I got to look back and like how cool is it that that 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 in their lives or have a story to be able to tell to their family as like a highlight of that of that day and keep spreading that joy? So one of the things I love to do is equip people with little tools and things like that, and whether it's your employees, you can equip them with tools. In magic we have a thing that's called loading up. So I love to like I'll literally load up with things in my pockets, in my wallet, 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 a simple 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 just I'll be thank you so much. Here you go, take the rest of the day off and you hand in this little card and it's like a get out of jail free card, but it's get out of work free and and it 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 people have literally given that 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 and understood that he could actually make his employees day too, and creates this little conspiracy that's going on. So the key thing you do, you have there is this action. I think so many of us, whether it's in our work lives or or personal lives or you 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 a great service. Next step is to actually tell her, hey, that was an awesome experience, thank you so much.

But then you take it to this next level and have a little bit of fun with it. You bring fun to other people with a get out of work card, right. So I think so many of us go through our days when we have these thoughts and feelings and we don't even bring them to life through our words and share them with other people, when that would make a difference in someone's Day. But then this extra step, it's a gift, yeah, yeah, or just 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 you just sit in the room and you just look around. They're literally opportunities all around us and a lot of people either don't see them or don't act on that. Maybe we get a little nervous, like almost every time before I do one of these little moments, I get, you know, I get a little, a little nervous, but in the end you realize the moment it could create for that person and those little moments could literally change everything for them, could change their entire day and they might be having a terrible day to 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 them again because I think they're really helpful, no matter what people's roles or positions are in their organizations. How can I be helpful to someone? How can I make someone feel more comfortable right there, in the right place and they're welcome here? How can I make someone look good to people, to the other people in their life, and how can I turn negative situations into positive ones? I think that one is you know, I mean mediately, of course, think about my friends and customer care and customer service in frontline support rules 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 create magic, which, again, will you know, a jeff is currently working on 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 we approached our work daytoday with this mindset. And it sounds like you can be exhausting. It means like I have to kind of show up and show up in 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, in executing 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 if you to agree, but feel free to elaborate on that agreement, that that it is, that it's also life giving to you. You're not just give, give, give, give, give, give, give and you get to the end of the day and you just empty. No, that would be that would be the opposite of way you want to know. It's it's extremely lifegiving. You know, it's like giving someone a gift. When you give someone a gift it almost brings you as much joys. It brings that out a person and actually, you know, when you create these moments, not only 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 stories you 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 great things that are having great experiences, because that's positive stories that are being shared within your company, whereas a lot of times, like the negative ones are the easy ones to be to be shared a lot of time. So we're going 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 time to create these moments, and that's that's in the end, like to be selfless as to almost the most self selfish thing you can do. That makes sense. Yeah, it's one of the wonderful paradoxes of life. It's so good, 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 to get right. That's why this relationships over transactions kind of philosophy and mindset that we have within our community at bomb bomb is so wonderful to me and and wonderful 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 I feel like it's become a friend who's been a guest on this podcast, Chet hike, and he's a customer service and customers. Yeah, he's Great. Yeah, Awesome Dude, and you you...

...used it. I mean a few keywords and themes. I don't know how many of them were printed in the book, but I certainly had the feeling of these words and what they connote. Wonder, surprise, joy, openness, amazement. Chef uses amazing and amazement like a lot in his work, and so I feel like there's a lot of kinship there. And I want to talk about something that I think can 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 means to you and how important it is. I think again, it all 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 a lot of times people only get in their childhood or don't even 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 me that like brings a lot of wonder to me, but I think that's something that people need to experience more. And wonder is very mysterious and for me 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 their mind goes to this place where I actually don't understand everything in this world right now, and that's a powerful place to get someone when you one of my favorite 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 broken, they're just like sitting there. So what does that look like with everything that we're doing? Where those moments in our patterns that we can create a little something that, you know, wait a minute, that makes them think like 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 because certainly on the 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 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 a little bit more creative, but but it can creates a little bit of a remarkable moment for the customer too, because I think the customer comes to a lot 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 so breaking it. I love that theme and I think it's so useful in our day to day. Yeah, for sure, it's a hundred percent useful in our day day and that's one of the things when you know, when I'm working with a company, one of the things we do is we we define what all their patterns are, and it can be the the most simple things. Like, you know, recently I was working with a automotive company and they had a thing where they would serve as cars. So the car would come in, they would get out of the car, they would walk into the waiting room, they wait there, technician would come in, then they would go to the car and they would pick the car up and they would leave. So there we have like four or five different patterns. So what I love to help them figure out, and this is what we do a lot with with magic, is like what memory do you want to create for that person? So when they when they get there, you want them to think, oh, that was easy. Right when they walk into the waiting room, you want them to feel, oh, I feel like I'm at home. You know, when the the person comes up and interacts with them, we want them to think, oh, I trust this person right, and then when you leave you want to...

...think, oh, that was that was so quick, that was that was awesome. Those easy. I'm definitely going to come back here. So then what you start to do is, like, what actions can you place into each of those places? So when the 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 the car so as soon as the door opens, they pop the bar code up and it pops up a thing on the computer that tells them everything we need to know so they can walk right in. And what do we also do is we usually have that person asked that ask them a question and will whatever they answer, will put that into the system. So we start building this little system and knowledge of this person. We you know, we're in that magic moment mindset. Not only that, but we're helping our future who ever interact with that person in the future. We're going to help them look good because they're going to know a little bit more about this person. They go to the waiting room and they 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 a nice seating, you maybe supply them with some food. In a lot of car service places they would have everything would be all together. So instead, when he put a wall up that separates them from like all the operations that are that are happening. You know, I have a friend that has a he has a dental office and when you walk into his dental office you get this big whiff of bread because he has a bread maker going in his dental office. And again, it's just one of these things that it'll break that pattern your that person's going to go home and talk about the bread maker, you know, the bread at the dental office, right. And then you know when the technician comes out. Normally, when you're at a car service place, the technician comes out and they have this really dirty thing that they just brought in from the car and they kind of make you feel bad about it. Right. We've all had that happen. So in this service station we completely remove that. Instead we allowed they started, they would text the person and update them throughout the whole 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, the memories we wanted to create. Instead of just having all these random patterns happened, we wanted to create memories within that. So, so good. I mean you just map the experience, you decide what you want to have happen. Sorry, know you first think what do I want the person to experience or feel or think, and then you did and then you create the experience to do a couple really awesome things. I want to just double back on just a highlight, not necessarily go through again because I think they are very clear. One this idea of keeping notes that I know great sales people already do 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 the interactions or the transactions, but about the person and what's important to them, their preferences, their thoughts, stories, etcetera. Like these little nuggets that allow someone who's going to succeed you in the future, because you're not going to 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 customer feel cared for. The other thing that I thought was super important that I know as a customer, 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 it. Let's just say it's going to be a sixty minute period. You know, text me three or four times and just kind of let me know, give me a sense of progress, because I think, and and tell me if any of the discussions went around this theme. In the absence of information, I think a lot of people a our minds either get into a loop and it's kind of a little bit of a 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 these other things, whereas you can just take that off the table and let their mind go into the magazine that they're reading or the book that they're reading or the 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's a moment where like why don't we have the technician take up fun photo of them with their car to and send it to the person? So there are some 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 a fun way, not a super distracting way, but a fun way make it more human. It's fantastic. I'm going to read a line from your book and you just share a couple thoughts about it. And I think I've got five of these and you've already hit this one. So you don't need to go too deep, I don't think. But I think it's important enough to hit again. The secret to a magic trick is simpler than you would ever think. And related, I think a couple lines later, was the best secrets 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 do is the get magic tricked down to the most simple saying. That's what takes so much effort in somewhat so much work. So I guess looking at our customer experience, like how can we keep everything as simple as possible? How can we get that down to the simplest place possible, because that's also the easiest thing to share with 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 everything I'm doing down to the simplest place as possible? Simplicity is beauty. People don't really want to learn a magic trick, they want to learn how to make others feel the way I've just made them feel. I think that clearly states that. Yeah, that's that's what I've learned over time, because I would you know, I got in this moment where I teach all these people magic tricks, you know, simple things, and they like a month later they would forget how to do that thing. But then what I started doing, as I started teaching people how to do these little moments and what I realize that these little simple moments they could do to make someone feel really fun. They would take these things and do them. So I'm going to give you a quick example, because I always 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 to the grocery store and I'll put on my groceries on the conveyor belt and I'll put 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 piece of shrimp and they look at it and they look at me and I'm like yeah, I just want one and it makes us really funny moment. I'm like, I'm just messing. I put in my pocket, but it breaks it like breaks their pattern in that moment and then a lot of times I'll give 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 people give them a very simple thing they can do, simple tool they can do to make someone else feel, you know, feel that moment, and then they get to experience other people feeling that way. Yeah, and the anticipation of creating that moment for folks who are listening. We do pull video clips from all these conversations, like short little one thousand six hundred and ninety sewcod clips that capture a complete thought. We share those in these posts at bombombcom slash podcast. We do, like short write ups, video highlights and, of course, access to all the recorded the audio in all the places that it 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's one of the tools that I actually that I actually talked about with with with customers and companies, because you're able to send these videos to people, you're able to like they can see you and feel you and you're talking directly to them. It is literally, like such a brilliant tool to be able to use. So if you're not using it, like I'm not getting paid to say this or anything, but like it's a no brainer to add that into your company. So good, I think you will. Thank you for for saying so and thank you for recognizing that. I mean, that's the that is the use of these personal videos at its highest value, and it actually teas up the next quote. I promise check this out ready. A magic moment is an intentional act designed to shock a person or a group of people into the present moment, and this is the key, and make them feel alive, valued and cared for. I'm...

...so glad that you mentioned personal videos there, because that language like it jumped off the page to me, because that'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 basis and the replies that I get sometimes are like, oh my gosh, I never expected this personal reply and I'm I'm not just doing it to shock the people, although it does shock them into this like oh my gosh, that like this dude just dod he's talking to me. Wait a minute, but it but it's really to make them feel valued and cared for. I mean I love the the really warm human side of that and I think that it comes 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 the end of the day, I want to feel alive and everything that I do and I want everyone around me to feel more alive after being in my presence. And by creating a moment for someone, you can make them feel that way and by them feeling that way, I feel more that way, everyone around feels more that way, so that's so good. So those that yeah, this one I see an immediate operational application, as I did throughout all the ideas you expressed. Stop looking at what you have to deliver and start seeing opportunities, places and moments to deliver it. And, like I said before, we literally have opportunities all around us and we can grab on those or we can let those go by, and it's up to us, and that's why it's so important, I think, to be in that other's focus mindset, because you you get to see that, and then it's just as important to take the action. So I think a lot of us have these little stories that we play out in our head and we think about doing all these things and for some reason we don't. We just don't end up doing them, and that's why it's so important to make things very simple and have a little little systems to be able to do these things, so that it is easy and we can do it kind of right away. I love it 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 think you 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 a key part of the magic moment mindset, because it just changes the way you approach everything, which means it changes the way you experience it in creed experiences for others. Okay, last one. When a community, when a community inspire 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 coach and I got to see him over and over again believe in people in a way that make them believe in themselves. And so for me just became part of my life. I love to like show up in a way and do things for people that gets them to do the thing that they always want to do. And in a company, if you're running a company, if you show up and you show up for your employee in a way that they know that you care about the things in their life that they're excited about, that person will literally be a raving fan for your company. And the same thing if you show up for someone that you know comes to your shop all the time where or as a regular customer, if you can look at other parts of this person's life and not a creepy way, you can use that information to believe and pour into that person in something outside of Your Business, and what will happen is they'll be like, I want to keep getting stuff from this person, I want to keep buying from that I'm going to be a customer for life, and that's what we get to be. So how can we believe in people in a way that makes them believe and themselves? I love it. And then the ripple effect is that they're now living their lives differently, modeling it, treating people differently, and it's just contagious. So good. I really like the this is spirit that you bring to the work that you do into the people that you...

...interact with. This has been an absolute joy. If you are listening to this and you thought this was helpful to 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 of the house there and we titled His app his conversation, create delight to keep customers for life. He talks specifically about the power of moments. I think he always also talking about the book by chip and Dan Heath of a similar title of Nes. So good, yeah, so good. Yeah, power of moments. And then episode sixty one with a mutual friend of ours, James Carberry. We called that one instantly creating connection with anyone. You want to know if he's mentioned in create magic, the book you've written. Certainly shares your philosophy and I wouldn't be surprised if both of you brought the way you viewed your work in your lives and your relationships and in further refine them through interaction with one another. So that's episode eighteen with Jordan Olivo, episode sixty one with James Carberry. You are listening to a conversation with Jeff Kaylor and before I let you go, Jeff, I'd love to give you a couple opportunities. The first is to think or mention someone who's had a positive impact on your life or your career, and the second is to give a nod or a shoutout or a mention to a company or brand that you really appreciate for the way they deliver for you as a customer. Sure, I mean the person that you just said is my person, James Carberry. He's literally one of my best friends and he is one of the best people you'd ever mean. And he's someone that, again, we're just talking about believing and people. He believes in so many people in a way that they believe in themselves, and only that, like actively comes alongside and goes so far out 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 say it would be, honestly, the Magic Castle in Hollywood. It's one of my favorite places in the world and especially at a time like this, during the pandemic. It's been closed this most of this year, but I was going there two to four times a week, but their customer experience is incredible and it's a place where you can go and people are on their phones and you get to experience magic. And if anyone out there every wants to experience incredible magic, go to the Magic Castle. Love it and putting down your phone can just there's opportunity and putting down your phone and interacting with the people around 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 there on 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 you do. Were some places that you'd send him to follow up? Easiest would be, Jeff, kaylorcom and Kaylor is Taylor, but with the K K J Y. Hello, are Nice. Well done. So I'll link that up. As I mentioned Bombombcom podcast, we do right ups on every single episode. If you want to scroll through them and browse them and maybe find a couple. Yeah, that heard. Yet you want to meet some of these guests by experiencing them through video and you want some links to things that we 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 know you've inspired a lot of people, certainly more than you could ever capture in the stories that you tell in create magic. I look forward to that getting onto pages and into people's hands and into people's ears as an audiobook and appreciate you spending time with us. Thank you so much. You than thank you for continuing to bring this and like so many amazing episodes, to so many people around the world. I really appreciate beating on here. Clear Communication, human connection, higher conversion. These are just some of the benefits of adding video to the messages you're sending every day. It's easy to do with just a little guidance, so pick up the official book. Rehumanize Your Business. How personal videos accelerate sales and improve customer experience. Learn more in order today at Bombombcom Book. That's bomb bombcom book.

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

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