The Customer Experience Podcast
The Customer Experience Podcast

Episode · 1 year ago

54. Unlocking the Science of Video w/ Vanessa Van Edwards

ABOUT THIS EPISODE

Today, we’re talking about how people work. It’s no understatement to say that knowing how people think and what makes them tick is a must for everything from making sales to just holding conversations that uplift both sides.

I was incredibly excited to talk to Vanessa Van Edwards, Lead Investigator at Science of People and bestselling author of Captivate: The Science of Succeeding with People

In this episode of The Customer Experience Podcast, we chatted about 3 types of people, why video is so important, how Vanessa still challenges herself to be authentic after 12 years on YouTube, and ways to open and close conversations. This episode is not to be missed for anyone who’s ever had to make boring small talk or wanted to know how to develop deeper connections faster.

What we talked about:

  • Video produces oxytocin
  • Video takes practice
  • Dump the script when you’re recording
  • Ways to open and close a conversation

Check out these resources we mentioned during the podcast:

Subscribe, listen, rate, and review the show on:

And so, if you want to be more clear,you want to be more memorable. If you want people to enjoy what you'reactually saying the easiest quickest we do, that is just snap on tyeur video,that's it! 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, achieved desired outcomes and exceed customer expectations in apersonal and human way. This is the customer experience podcast. Here'syour host, Ethan Beaute, hey today we're talking about how people workinsights into how we can connect and communicate more effectively with ourcustomers. Our Future customers are team members and everyone else whomatters in our businesses and in our lives. I've got for you a bestsellingauthor in the lead investigator at science of people, she's developed ascience base framework for understanding, different personalitiesto improve Oureq and help us communicate with all those people. Ijust mentiond she's the author of captivate, the science of succeedingwith people. It's a book that many of us have read Gere a bombomb and it'seven one that we give away his gifts, because so many of the lessons aretransferable to video. She consults companies, large and small. Sheproduces great content on our website and on her youtube channel and his earnmassive traffic as a result approaching thirty million views on that channel bythe way my guest today is Vanessa Van Edwards. Welcome to the customerexperience podcast thanks for having me happy to be here, good yeah, I'm soglad we could put this together. We did connect in person onch once, which issomething I can't say about all of my guests, and so this it's good to seeyou again so before we get into customer experience specifically andthen the science of people, you recently moved from Portland Oregon toAustin Texas, talk a little bit about that, I'm guessing that somewhere inthat process of planning and executing this transition for your family thatthere may have been some really good customer experience, tores or somepooror stories like talk about that transition yeah. So you know it's funny.I read a really amazing book, which I can't recommend highly enough. It's byRichard Florida. It's called WHO's your city, and I read this book maybe adecade ago now right when it first came out and it talked about the personalityof the place and it made me realize that even cities have a kind ofcustomer experience right. Every place has a personality, so I'm born andraised in Los Angeles, which has a kind of unique customer experience. LosAngeles is likes to feel like it's really the bestor the best. It's a little sexy, no Av, it's a pretty cool place. Everythinghas to be super cool and casual in California attiitude, but alsoexclusive and hard to get into, and I was a little tirered of all that effort.I was a little tired about that effort, so my husband and I moved to PortlandOregon totally diffent kind of customer experience Port Little Morgan. You candisappear there and be a wonderful...

...introverted author and I have no onemess with you and just ask what kind of tea would you like with that book?Right? That's the only experience, but people really keep to themselves and there's this joke about kind of thefriend freeze where people feel like they have enough friends. I and that'sdefinitely the case in I to Cot West, a little bit where people kind of keepsthemselves the last Mova we did. It was to Austin, Texas and Austin. Has It'sso hospitable? I mean Autin is like this: It's its own itive company andthey're all about bringing new people so so far I found that they are extremewit, ha southern hospitality is there, but also that Hussle. So it's been kindof a fun experience to see a different personality of each city. Awesome good,I hope you're settling in well, and it's interesting. The personality ofplace I'm going NA have to check that book out for sure. So, let's go towhere I always start our proper conversation, which is your thoughts oryour observations or your definition of customer experience. So I thinkcustomer experience is how someone thinks and feels about your brandsbefore interacting with it, while interacting with it an afterinteractding with it. So for us, for example, for signs of people, I knowthat if someone opens up their calendar and they see science of people officehours because we have office hours for our students theyare having a customerexperience with me, even from that calendar invite before I even turned onmy office howers for I even Takin a question, and they of course also havea customer experience with me when they're on office hours with me, andthey have experience afterwards whatever I lead them way. The feelingwhen I have after we hit end on zoom or hit end on our video calls ASD. I thinkthat that's what it is. It's not just your experience with your customer.It's actually how they think and feel avot you before and after that's sogood. It ties to a lot of really good definitions. I've heard in asking thatquestion to many people. You know you cover the entire lifecycle from beforethey connect with you to after, and it's the thoughts and the feelings andthen ultimately f coast. Of course, those turn into the stories. You knowthat those thoughts and feelings turn into the you know the horror stories onsocial media or the positive online reviews, or the referrals and all thoseother things. So talk a little bit about sciencs of people on the homepage, there's just a really great statement. That speaks to me personallyand I think it's going to tee up a lot of our conversation. heres. The bestversion of you is a powerful charismatic, authentic communicator.How does that relate to science of people and tell folks a little about alittle bit about what you're trying to do with that organization? The variousways that you serve people yeah. So I a I like to joke. I'm a recoveringawkward person, people skills just never came naturally to me- and Irealize, when I was on this journey, to try to balance out my Pq. You knowgrowing up. I was all the IQ IA t scores GPA every number. You knowtranscripts and then I realized very...

...quickly when I got into college thatthat was not the only. That was on the most important part of equation. ThatPQ was as important as I cute, but what I found was that a lot of the resourcesout there were written by extraverts, even like the quint, essential, Hawowinaprentsn influence people by del Carnekie or looking at all the sofscolscourses that were out there all the authors, all the teachers wereextraverts and so typically their advice when you boil it down, was justfake being an Extrobert to be able to make it, and I thought there has to be a betterway. There has to be something different for people who are introvertsor Amberverts, I'm an Amover, I'm in between extraberie truverter. For us tobe able to be charismatic and memorable and authentic or I SJOUSD say, cares.Macan memorable whill still beg authentic, but I don't have to faketeing, outgoing or bubbly or the life of the party. If that's not me andthat's O, I think how you be long, a relationships, and so I decided a therehad to be better way, but also be. was there any science? I remember readinghow to win friends to influence people and thinking. Is there any researchbehind this? A lot of it makes total sense from an instinctive perspective,but Hasnhete been any studies D on this, and so I started to do a big, deep divein the academic research. We have a database over twenty ove hundredstudies that are our favorite body, language studies, Communication Studies,relationship with studies that we pull from that begin to create a people,skills framework- that's for everyone, at's, not just for extraverts, but wehave three different people that we try to speak to it. Asin people. We reallythink about bases our customers. We have three customers. The firstcustomer is our adventurous intrivert, it's someone who is introverted andthey love it. They own it, but they want to be able to grow their career.Meetyou people buyind their soulmates, get a raise ask for a bonus and notfeel horrible about themselves, and we have ambitious ambeverts. So those arevery, very high acchieving professionals who can dial it upsometime hit, they love being on stage, but they hate pitches or they loveinbestor talks, but they hate dating there's like usually two or threethings. They love into three say eight and the last customer bucket that wehave that we try to build a really nice experience, for is our goal: orientedextroverts. So these are extra werts, who are incredibly challented withpeople skills, but they have to channel it they're. Usually they go somewhereand there theyre kind of all over the place, and so Argol for them is tofigure out what are your goals. But how can you tie your exceptional peoplesskills to them, so everything Yo seeases people is gearing towardshelping those three different types of customers. So good, I'm going to go outon a Lim on say that most people listening are immediately wonderingwhich type of Person Am. I am I one of those three types of people. I'm alsogoing to go out on a limb and assume because reading captivate wat such aninteractive experience, you made it so fun and useful by having things thatyou can participate with throughout the book. Do you have an assessment orsomething that's going to help someone...

...igh self identify? Yes for sure, so weactually? This is one of our most popular quizzes. We have a lot ofquizzes on our website, our most popular quizis, the amberver quiz. Soit's just Sciento Peoplecom amberver cool. So when someone reaches out toyou Im- and I guess this happens to you all the time- it happens to me fromtime to time in the work that I do and it really lights me up and brings meback to life and reminds me why you know work late and try hard and youknow, go an extra step now and then. So, when someone reaches out to and says Isaw you speak or I watched your videos or I went through your course and thisone thing that I learned changed everything for me. You know what are acouple of those things when people reach out to you and say Gosh. The workthat you're doing is so useful and meaningful to me like what are a couple,like top tips, for something that jus is driving by this. What are a couplethings that have really connected with people that you can teach here briefly yeah, so actually that questions a reallywonderful, oneything you're, so good, O askyong questions, because that was thequestion I asked myself. While writing my Ted talk, so you have eighteenminutes and if you're offered a tet stage, I was off for the tenx Londonstage and in eighteen minutes to share something- and I thought to myself whatare the things that I've been people have reached out to me about and saidthat changed my life or that tip id used over and over again, so the onethat he I based a lot of my Ted xtuk on was this idea that the brain looks forhits and not misses, and this fundamentally changed the way I thinkabout people, and when I started teaching it. I realized it was a sickyconcept. So here's kind of how I think about it, have you ever been to like apsychic or like a fortune teller, and they say I'm there's someone important to you,whose name structs with s s s right and you think to yourself in your mind, youliterally go for like a roll on x and you literally go sssss. You go througheveryone in your life until you Hav tes person right and you GOI. Yes, I have S.his name is Scott Yeah. The brain does that in every interaction all the timeand they do it with words and questions. So if you get together with someone youask been busy lately, their brain is literally going to go through theirlife. cand go busit, pisicas, Pusi, Busi, Bisi dily, Oh yes, I was busy, Iam Bissy and because of that, we are actuallypriming people or setting them up to think a certain way by the words we useand the questions we ask, and so, if you open up a conversation with eitheror something negative like h, the traffic was terrible. Wasn't it you're literally asking that person tothink through their brain, terrible, terrible, terrible, terrible tep? Yeswas terro and most people don't like to be competationalso H, even if it wasn'tterrible, they won't say, Oh no, not for me and so, if you're, starting on thenegative you're, actually asking their...

...brain to be more negative or if you' R,starting on an autopilot you're asking the brain to go to sleep. So if we'rean interaction, a D I say. So what do you do? Where re you from great great talking you right. That'slike every networking conversation that question means well. It means, whileyou're trying to get to know them, but you're actually telling the brain. Idon't want to talk about anything real. I want to keep it really safe andreally comfortable. So let's just stay atsleep, and so I think that the thingthat, if I could do one thing in this world, it would be to help people wakeup. That can we walk into interaction, get on a video call, get on a phonecall open email and just do something different, don't ask! How are you don't ask? What do you do? Don't start with something negative,hit's, a throwaway, commet, terrible traffic, terrible, whether so busy sostressed, crazy season right, which is usually how we start this callles. Butinstead can we take a moment, wake our brain up and say: What's one good thing,I could say: What's one good thing so first thing about yourself, which is anamazing gift for your own rain, but maybe it's my gosh. The Sun is out andit's gorious right, like kind of show, you Mi you right now, like it's aglorious, glorious, Floriosyeu right. It really is. That's Super Nice. It's aglorious, glorious view. So I wuds it's such a beautiful day. That's one goodthing for me and then I can ask you one good thing. So, what's one thing I canask you even or anyone listening it's a week. It's different! That's positive!I think you're, giving the gift of being optimistic. It's great! I love that advice and sojust to translate that I mean obviously I hope people connected with that rightaway. It obviously makes sense. I'm just coming off of a very big tradeshow event like last week. So there's a lot of this like a lot of the captivatestuff was alive for me, and I was looking to ask like more interestingquestions to have more interesting conversation where it absolutely itdoes in. In fact Comin I before I let you go in a bit wing to ask you a questionthat came up between one of my team members and me that came out ofcaptivate that we were e. That he's been really working to do and I've beentrying to get better at myself. But when you're opening a sales call whenyou're opening a customer success, call you're answering the phone orresponding to a ticket, there's so many things we can do, and you can actuallyI'm Gong to guess that you can turn around someone's Day by having them in a different direction,because if they're on autopilot or if they're a negative or if they feelhurried or busy or whatever- and you can send them off in this otherdirection- that it can really turn a day around and turn a moment around,you will see it on their face. I cannot tell you how many times epinet tradeshows or conferences or holiday parties whatever and you're, with someonetheyre like that, you know they have their brain and they're like. So how doyou know the homes...

...and you ask to have any amazing holidaytraditions and they go oh, like you can literally see theirbrain wake up. You can see the dopomenof flowing through their face,throwing their pluno their body and by the way, that's not just a nice thingright. So yes, it's great to have positive conversation. It's nice toWakee Lup, but this also benefits you so every time Dr John Medina found thatwhen you produce dopemine for someone else, it actually creates theequivalent of a mentol sticky note in their brain. In other words, we liketheing around people who give us pleasure, and so if I ask a questionthat something sparking that person not only has pleasure, but they also createa posted note in their mind that when they see my face when they hear my namewhen they see me at a party, their bran Gois, that was good. I'm going to talkto her again, so this is also makes you more mee, more memorable. I think it'se most authentic way Ito be more memorable, so get it. It actually setsup a transition for me, I want to ask you a little bit about video. It'ssomething that we both are very passionate about and you've been usingyoutube very successfully for what a dozen years, or so, I'm going to guessthat being able to put that stuff together by presenting in Videoas,opposed to over the phone or through a type out email or something else,probably convey some benefits talk a little bit about any of the sciencearound video and why you committed to it so long ago and what it's done foryou yeah. So I I joined Youtobe in two thousand and seven, like that's people. Let me just tellyou imagine so I just graduated from college. I went to emery university andI tell my parents, I'm going to start a youtube channel. My parents were like.Are you? What are you? Who are you tough? I mean like literally, that wasthe approach to you to it. First right and I knew it was something special Iknew it was going to catch on. Everyone thought it was a fad. Everyone thoughtit was going to go away, and now you to is a Hortengin. I mean it is theequivalent of Google, and so it's completely changed my business and thenI was very encouraged to Wat some science much later on. They want toknow if ofy toasting could be produced through video and OXITHOSM. Is thewonderful chemical O bonding of connection? I D tack a lot about it andcaptibate, and they know that Oxi doesn't happen is when we touch shit,hands hug hig five this month and also when we make a contact, but theyweren't sure that happened over video and they found t at yes, even through alittle tiny dop that I'm looking at right now through video, we can produceSoxi Tosin, and that was like it was like adding gasoline to the fire.For me, I was like okay, we're already cooking we're already like, like thefire. Is there I just want to ignite it, and so hearing that made me realizethat video was the single best way for me to connect with my customers. Itrequires a level of vulnerability to get going now. This is so long ago thatyou probably don't remember it for your...

Sremember. Okay, we'll still so then goback there and maybe maybe color something around this. You know withother folks. You know I'm sure you're working with people who are spiring toget a tedex stage and aspiring to be more comfortable really in their ownskin in front of other people. Video of course, is a little bit of a differentdynamic than a networking event than TEDEC stage. An all these environmentshave their own unique qualities and characteristics and challenges, butspeak a little bit to to someone who's listening is like Gosh. That does soundreally good. The axy tosin thing is interesting, but I just can't do thator I tried once and it sucked really bad give those people some hope andmaybe tell thim the story of an Awkward Youtuber in two thousand and seven Ohyeah. So a couple things here, one is, I started intwo thousand and seven, butif you look at my channel you'll see that my videos don't go back as far asgo seven and that's because I've hidden almost every video from two thousandand seven thousand, an eight two thousand and Nineandtwo thousand ten.So that's the first thing is video is actually they can go away in acertain sense right like when I send a video to someone, it doesn't have to beperfect and you can anways do them over and you can always read you that an so.It took me four years to get good a video. Forty years we youl start seeingvideos on my channel, so it takes a while is, if you're not born with it.No one's born with it, and the metaphor that I give you is this: I have asixteen month old, daughter and she's learning how to eat the first time likeshe's learning, how to use e spoon, she's learning hew zero with her hands,and I was watching her eat the other day with such Gusto, and there was justfood everywhere and she was just loving it, and I thought to myself. You knowevery single person I know every adult I know is an expert enyting expert. Imean expert level. Every single person I know is great at cutting their stakeand fortune pudin their mouth. They weren't in the beginning, and so what Isay is anything good takes a little bit to learn so just like eating. I thinkthat sometimes socializing in a different way or filming video beingcharismatic or trying to find your voice. It takes a minute, give it aminute yeah and you don't en to go back to your authentic communicator fromyour home page. You know you don't have to be this big dynamic personality tobe successful with you. Just have to be yourself, comfortable and confident inyour own skin yeah like if I, if I tried to be Gary, the Gary Manner Trackon my yotube channel, it wouldn't work. In fact, I can bet you that there arethousands of people who are trying to be like Gary V on ther YouTube Channeland no one's watching them. I got Metu pianel and I was just Vanessa, not evenVensof Edwards just Vanessa, and that works the videos where I'm not myself.They don't do as well and you can go look at my youtube channel and I'llgive you some inside into it. So one thing I'm really struggling with right.Now Ma thube channel very...

...transpparently is cris, so I have a lotof consent in Youtube. I want to get it white. I want to get it perfect. I wantto deliver the best possible message with statistics and charts and graptsand examples which means I write these really long, amazing scraps. Theproblem is, is a script, it's very, very hard to be charismatic and soright now I'm trying to wean myself off of scrips, and the reason for this isbecause I looked at me Japanol and you serchme to channel go to the mostpopular videos on Ato Channel you'll notice. My most popular videos are theones of me just talking to people they're the ones of my news clipsthey're, not my talking head videos, so I think my top ten videos an this iswhat we scovered about it two years ago. My top ten videos are from six yearsago and they're. Just me talking. Where is my most produced videos withgraphics and after effects and a script that took me five days to perfect itand music they're not doing as well and so iam trying really hard? My authenticcommunicator self is me actually just talking, which is still hard even aftertwelve years, Inne to yep it's a journey, we're all on it. So for thosepeople who are, let's speak specifically to like someone who isdoing customer potential customer calls right whether it's a support, person orsales person or somewhere else in the organization they could even BHR. Youknow looking to potentially recruit or pull someone in or whatever you know.They're doing, you know we're doing a zoom call. You mentioned zoom before Iuse zoom all the time. I A couple of my key team members are in other cities,and so we just hang out- and it's just a very natural comfortable thing for us,but there are people listening to this right now that don't turn on the callor they're not using a video service for one of these synchronous calls I'mgoing to go to a very specific thing. One of the things we lose, of course,is the rich nonverbal this this icontact at really eye contact. I'mlooking at you on my screen, instead of looking directly into my Webcan, butyou know, one of the really cool stats in there is that our brain gives twelveand a half times more weight to hand gestures, and so you don't have to be abig hand. Talker just speak a little bit to what's missing. If I'm going todo this four minute phone call with somebody versus a forminat video call,what are some of the differences in the gaps, their hand, gestures or any otherones like argue to someone that they should probably turn their camera on itby the way I've been on that to that's, I always find that super weirdsomeone's on a zoom call with me, but they don't turn their camera on likewhat's that about, come on ith right totally, so first lit's dive into that stat, twelveand a half times more powerful. So, actually, when we're talking about thatfigure, we're talking about nonvebal, so our nonverbal is just twelve and ahalf times more important than Iwer on the reason for this is because, if I were to get on this call and sayyeah, I'm so happy to be here, you would absolutely know even fom mytone of voice and especially F or my fatiith question- I'm not so happy tobe here. WHES, I get honest, say I'm so...

...happy to be here and I smile and I havean UPTAE big voice. Your brain believes my tone and my face more than the worseway more than the words, and so that's what they mean is that we tend to knowthat our facial expressions are always tone. Our body or hand gestures, it'smuch harder to lie with those right so like, for example, t a game that Ioften play on stage as I'll ask people to make the opposite hand. Gesture ofwhat they're saying that's really hard. You could tri this me right now so sayI want to tell you three things but hold up two fingers. I want to tell youthree things: it's really hard to hold up the opposite number of what you'resaying TAT's, because it's physically harder to lie with our nonverbal in ourbody, and so this is one of the reasons why video is so important is because the other person's brain, if having aharder time, comprehending you remembering what you say and believingwhat you say when they only have voice ton alone. What I'm able to say, I havethree things I want to tell you. You literally believe those three thingsmore and you were more like a remember. There was three things she had becauseyou see it ike three, just seeing it or if I say to you, I have a really reallybig idea. It's huge and I'm using my hands, take up the whole screen, you're,going to believe that, more than if I say I have a really really big idea,it's huge holding my finger super small and so we're constantly using handgestures to comprehend. And so, if you want to be more clear, you want to bemore memorable if you want people to enjoy what you're. Actually saying theeasiest quickest way to do, that is just a snap on tyer video. That's itgreat! It's exactly what I was hoping. You would offer thats really useful,and I learned a couple things here too. So this is the fun nugget fromcaptivate that I've been trying to implement. I had a great opportunity todo it last week, ending a conversation on your terms. You know like likegrapping it up and putting a button on it. Talk about the importance of that.Maybe a couple techniques there. Yes, okay, so actually one of our most viewdyoutube videos is on the art of the graceful exit. So if you reallystruggle with this, I have a couple very specific tips on had a gracewotexit, a conversation. So there's a couple things you can do to exit. Myfavorite is called the future mention, so I don't know. Have you tried thisyet anthing? No okay! So this is my favorite way to brace bags and I have awhole bunch of if that's it. This is not your favorite, so I futurementioned what happens in an interaction is you're here right. We'retalking we're talking more talk, more talk about this podcast, theselisteners, these customers like right here right and so when you want toleave you're thinking about the future. So it's very hard to be like keeyby seelater and so a graceful transition is to mention something in the future. Sowe're talking we're talking and I say so Evan. What do you going wher? Youhave anything fun plan this weekend. Also, a good priming thing where it'smake fun because I needed in is head, Goes Bun, fun, Byebu in fun, O bt Righthe's, like literally Sergicl for fun,...

...and he says yeah. We have this or youknow what I don't have anything fun, but I hope SOM has somthing fun. Evenif someone doesn't have to make fun a so good question and then I can say:Yeah Yeah, I'm still looking forward to it me to I'm going to go to the Rospestical this weekend with my daughter- and I can't wait well, listen becausenow we're already talking about the future. I can use that future mentionas a jumping board for getting out of the conversation. So yeah I'm going to the Roese pestialwith my daughter. I can't wait. Listen. I hope you have such a lovely time withyour family ethen, and it was so wonderful speaking to you and I'll besure if we cu mention to follow a iyou on lingedon email, you that thing sendyou that link and was so bo talking to you right yeah. So I always menage afthe future question which yaure genuinely interested and then use it asa spring, more talk about next step, and then it's like a very easy out.It's also it warms them up that the conversation is going to end in casethey have one more thing: they want to tell you love it. So good and again, Ithink about a lot of this in a networking situation, but we findourselves in conversations that need to end in a variety of scenarios and soGIV mewye totally. It does just give me one more quick one, one more quick,ending Geanfal, ending yeah, so wraceful ending any kind of follow upso like you're, Ta, Youre Chat and you're chatting Youre talking, but youmentioned something earlier ther conversation about this holariousyoutue video have o send them so you're talking. Oh my Gosh, listen! I have toremember we let me Jus get out my phone and I got to send you that really funnyvideo, okay man, no for myself. This was so great. This is so great talking,I'm so glad we were ouwith the chat, I'm going, send that video to you andI'll see next time right like so, you match his circle. backmen. You broughtup as a reminder to yourself like I'm, a big fan of, like literally I'll,bring my tone out and ready to remind her myself literally, I always have padof paper in a pen because I'm like Oh look it. That's so good. That's so good!That's so good that just took us out of the moment, which is actually what youwant right. I want the whole point is you're using a prod to take you out ofthe moment. So then you can say this is so great I'll see next time really good.So this has been awesome. It was we could obviously go we by the way incaptivate you leaned, on a lot of the same research that Steve and I ended up,leaning on and Rehumanize Your Business, and so when I read cactivate I was justimmediately like we need to connect so glad we could got together in persongot together for this conversation. I really appreciate your time and reallyappreciate your work very much before I let you go. I love to give you a fewopportunities and the first one is based in our number one core value ofrelationships, and so this is your chance to think or mention someone.Who's had a positive impact on your life or career and to give a shout outto a company that is really delivering a great experience for you, as acustomer sure so I'll start off with the company that I think it's just.It's just nails it. On customer experience. Ten years ago I got mygenetics done by twenty three and me, and ever since then, I'm in arelationshipthem. I've never paid them...

...since that one detic test ten years ago,but we have a relationship because they have my genetics and they'recontinuously doing tests, and they do this incredible job of I'm constantlytaking their surveys. Looking at their email. I log inthe portal. All the timeand one of my favorite things they do is they will offer a Dobo main hit inanemails they'll, say, learn if you're predisposed to public speaking, I'm Goin to cook up that Emal all dayright like and then I take a little survey right, which is like. Do youlike public speaking? Do not uo e Sen Isinse, but I was one of the earlypeople for twenty three me. I do a lot of servints, so I got my do mean I toka little quiz which I love, and then I had out of myself amazing customer Lup,but then what they do is like a month later they say you contributed to bigresearch. Thank you, which also makes me feel like wow. I took three minutesto that survey three months ago. Hen actually mean something, and so thenthey thank me with gratitude for making that survey. It's an amazing loop, sotwenty three me they just kill it like they just nail it. I have a greatrelationship with them and I haven't even paid them since, and I would, bythe way, if they offered another service, I would buy it in a Hart beat,doesn't even matter what it was I buy. I so and a person I would actually mentionmy good friend, ZAC Sucan Zack runs brand new, which is an incrediblesocial agency. In Los Angeles, Zach was the first first person I ever knew atemery. He was a year older than me. Our parents knew each other, and he kind ofintroduced me to everyone who was really welcoming, really sweet and westay in touch ever since, like he's just such a great friend a great personto know, and then who knew that a year ago, we actually hired his agency tohelp us all of our Social Media D. So I just feel like. Sometimes you don'tknow, relationship is going to go, but you just like someone and those are thebest kind of people that have in your life. So if you have someone where,like you, think we're never going to work together like we're n, what I justlike this person, that's the best kind of relationship to have so good, such agreat answer both of them and that teas up my closere here, which is peopleenjoy this conversation. They want to check out some of those youtube videosor they want to connect with you on Social Er. They want to follow up onscience of people, maybe check out some of the course work available or checkout captivate. Where would you send any of those people sure? So I havecaptivites wherever books are sold? Amazon n? I read my own audible, so Ihad a really good time doing the audio book. If you like audio books and thenthe big one is signing up to our monthly insihte. So every week I sentout a weekly win, which is either a new piece of research or new video to ouraudience, and our newsletters are pretty amazing and I know I' a littlebias when I say that, but a lot of people tell us it's something: theylook forward to most every Wednesday when they get it so that sins peoplcomanywhere you sign up you'll, get it awesome Vanessa. Thank you so much foryour time, thanks for the insights and thanks for helping people succeed inbuilding relationship with each other...

...more effectively. Thanks so much youcan thank someone for listening, clear communication, human connection,higher conversion. These are just some of the benefits of adding video to themessages your sending every day. It's easy to do with just a little guidance,so pick up the official book, Rehumonize Your Business, how personalvideos, accelerate sales and improve customer experience learn more in ordertoday at Bombamcom Bock, that's Bom, B, vombcom book thanks for listening tothe customer experience. podcast remember the single most importantthing you can do today is to create and deliver a better experience for yourcustomers. Continue Learning the latest strategies and tactics by subscribingright now in your favorite podcast player, or visit Bombomcom podcast.

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