The Customer Experience Podcast
The Customer Experience Podcast

Episode · 2 years 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 you want to be moreclear, you want to more memorable, if you want people to enjoy whatyou're actually saying, the easiest, quick at way to it as a snapon the video. That's it. The single most important thing you can dotoday is to create and deliver a better experience for your customers. Learn howsales, marketing and customer success experts create internal alignment, achieved desired outcomes andexceed customer expectations in a personal and human way. This is the customer experiencepodcast. Here's your host, Ethan Butte Hey. Today we're talking about howpeople work, insights into how we can connect and communicate more effectively with ourcustomers, our future customers, are team members and everyone else who matters inour businesses and in our lives. I've got for you a best selling authorand the lead investigator at science of people. She's developed a science based framework forunderstanding different personalities to improve our Eq and help us communicate with all thosepeople I just mentioned. She's the author of captivate, the science of succeedingwith people. It's a book that many of us have read here at bombomband it's even one that we give away as gifts, because so many ofthe lessons are transferable to video. She consults companies large and small. Sheproduces great content on our website and on her youtube channel and is earn massivetraffic as a result, approaching thirty million views on that channel. By theway, my guest today is Vanessa Van Edwards. Welcome to the customer experiencepodcast. Thanks for having me, happy to be here. Good. Yeah, I'm so glad we could put this together. We did connect in person, one, two, once, which is something I can't see about allof my guests, and so this it's good to see you again. So, before we get into customer experience specifically and then the science of people,you recently moved from Portland, Oregon to Austin, Texas. Talk a littlebit about that. I'm guessing that somewhere in that process of planning and executingthis transition for your family that there may have been some really good customer experiencestories or some horror stories like talk about that transition. Yeah, so youknow, it's funny. I read a really amazing book which I can't recommendhighly enough. It's by Richard Florida. It's called a WHO's your city andI read this book maybe a decade ago now, right when I first cameout, and it talked about the personality of place and it made you realizethat even cities have a kind of customer experience. Right, every place hasa personality. So I'm born and raised in Los Angeles, which has akind of unique customer experience. Los Angeles is likes to feel like it's reallythe best of the best. It's a little sexy. No, I'll senus is a pretty cool place. Everything has to be super cool and casualand California attitude, but also exclusive and hard to get into, and Iwas a little tired of all that effort. A little tired of all that effort. It's my husband. I moved to Portland Oregon. Totally different kindof customer experience Port Little Oregon. You...

...can disappear there and be a wonderfulintroverted author and have no one messed with you and just ask what kind oftea would you like? That book right if that's the only experience. Butpeople really keep to themselves and there's this joke about kind of the friend freezewhere people feel like they have enough friends. I think that's definitely the case insteadof northwest a little bit where people are kind of keeps themselves. Lastmovie we did it as to Austin, Texas, and Austin has it's sohospitable. I mean Austin is like this, its own kind of company and they'reall about bringing new people. So so far I found that they're extremelythat southern hospitality is there, but also that hustle. So it's been kindof a fun experience to see the different personality each city. Awesome, good. I hope you're settling in well and gets interesting the personality of place.I'M gonna have to check that book out for sure. So let's go towhere I always start our proper conversation, which is your thoughts or your observationsor your definition of customer experience. So I think customer experience is how someonethinks and feels about your brand before interacting with it, while interacting with itand after interacting with it. So for us, for example, for signsof people, I know that if someone opens up their calendar and they seescience of people office hours, because we have office hours for our students,they're having a customer experience with me even from that calendar invite before I eventurn on my office hours, for I even take a question, and theyof course also have a customer experience with me when they're on office hours withme and they have experience afterwards. Whatever I leave them with, the feelingthat they have after we hit and on zoom or and on our video calls, as I think that's what it is. It's not just your experience with yourcustomer, it's actually how they think and feel that you before and after. That's so good. That ties to a lot of really good definitions I'veheard in asking that question to many people. You know, you cover the entirelife cycle from before they connect with you to after, and it's thethoughts and the feelings and then ultimately, of coast of course, those turninto the stories. You know that those thoughts and feelings turn into the youknow, the horror stories on social media or the positive online reviews or thereferrals and all those other things. So talk a little bit about signs ofpeople on the home page. There's just a really great statement that speaks tome personally and I think it's going to tea up a lot of our conversation. Here's the best version of you is a powerful, charismatic, authentic communicator. How does that relate to science of people and tell folks a little abouta little bit about what you're trying to do with that organization, the variousways that you serve people. Yeah, so I am, I like tojoke I'm are, a covering, awkward person. People skills just never camenaturally to me and I realize when I was on this journey to try tobounce out my Peq. You know, growing up I was all the Iq, sa t scores, GPA, every number, you know, transcripts,and then I realized very quickly when I...

...got into college that that was notthe only that was not the most important part of the equation, that pqwas as important as Iq. But what I found was that a lot ofthe resources out there were written by extroverts, even like the quintessential how to winfriends and influence people by Dale Carnegie, or looking at all the soft skillscourses that were out there, all the authors, all the teachers wereextroverts and so typically their advice, when you boiled it down, was justfake being an extrovert to be able to make it. And I thought therehas to be a better way. There has to be something different for peoplewho are introverts or ambererts. I'm an Ambivert, I'm in between extrovert introvert. For us to be able to be charismatic and memorable and authentic, orshould say charismatic memorable while still being authentic, but I don't have to fake beingoutgoing or bubbly or the life of the party if that's not me.And that's, I think, how you builong a relationships. And so Idecided a there had to be better way, but also be was there any science? I remember reading how to win friends, to influence people, andthinking, is there any research behind this? A lot of it makes total sensefrom an instinctive perspective, but has there been any studies done on this? And so I started to do a big deep dive in the academic research. We have a database over twenty hundred studies that are favorite body language studies, Communication Studies, relationship studies that we pull from that begin to create apeople skills framework that's for everyone. It's not just for extroverts. But wehave three different people that we try to speak to. It Times people wereally think about. This is our customers. We have three customers. The firstcustomer is our adventurous introvert. It's someone who is introverted and they loveit, they own it, but they want to be able to grow theircareer, meeting people, find their soul mates, get a raise, askfor a bonus and not feel horrible about themselves. And we have ambitious ambiverts. So those are very, very high achieving professionals who can dial it upsometime that they love being on stage but they hate pitches, or they lovein bestor talks but they hate dating. There's like usually two or three thingsthey love and two things they hate. And the last customer bucket that wehave it we try to build a really nice experience for is our goal orientedextroverts. So these are extroverts who are incredibly talented with people skills, butthey have to channel it. They're usually they go somewhere and they're there,are kind of all over the place, and so our goal for them isto figure out, what are your goals and how can we tie your exceptionalpeople skills to them? So everything means he had sense people is gearing towardshelping those three different types of customers so good. I'm going to go outon a limb and say that most people listening are immediately wondering which type ofPerson Am I. Am I one of those three types of people. I'malso going to go out on a limb and assume because reading captivate with suchan inner, active experience. You made it so fun and useful by havingthings that you can participate with throughout the book. Do you have an assessmentor something that's going to help someone I...

...self identify? Yes, for sure. So we actually this is one of our most popular quizzes. We hada lot of quizzes on our website. Our most popular quiz is the amberquiz. So it's a science of PEOPLECOM amberer. Cool. So when someonereaches out to you, I'm going to guess this happens to you all thetime. It happens to me from time to time in the work that Ido, and it really lights me up and brings me back to life andreminds me why, you know, work laide and try hard and, youknow, go an extra step now and then. So when someone reaches outto you and says, I saw you speak, or I watched your videosor I went through your course and this one thing that I learned changed everythingfor me. You know, what are a couple of those things when peoplereach out to you and say, Gosh, the work that you're doing is souseful and meaningful to me. Like, what are a couple like top tipsfor some of that just is driving by this. We're a couple thingsthat have really connected with people that you can teach here briefly. Yeah,so actually that questions are really wonderful money thing. You're so good asking questions, because that was the question I asked myself while writing my Ted talk.So you have eighteen minutes and if you're offered a ted stage, I wasoffered a Tex London stage and if eighteen minutes to share something and I thoughtto myself, what are the things that I've been people have reached out tome about and said that changed my life or that tip I used over andover again? So one that the I based a lot of my ted xtalk on was this idea that the brain looks for hits and not Missus,and this fundamentally change the way I think about people and when I started teachingit, I realized it was a sticky concept. So here's kind of howI think about it. Have you ever been to like a psychic or likea fortune teller and they say I'm there's someone important to you whose name startswith S, S, s right, and you think to yourself in yourmind you literally go through like a Rolodex and you literally go sssss. Yougo through everyone in your life until you have the s person right and yougo right, yes, I have S. his name is Scott. Yeah,the brain does that in every interaction all the time, and they doit with words and questions. So if you get together with someone you askbeen busy lately, their brain is literally going to go through their life.Can Go busy, busy? Oh, yes, I was busy, Iam busy. And because of that we are actually priming people or setting themup to think a certain way by the words we use and the questions weask. And so if you open up a conversation with either or something negativelike Ah, the traffic was terrible, wasn't it, you're literally asking thatperson to think through their brain terrible, terrible, terrible, terrible to yes, who's terrible? And mostly don't like to be competitional, so that,even if it wasn't terrible. They won't say, Oh no, not forme. And so if you're starting on the negative, you're actually asking theirbrain to be more negative. Or if...

...you're starting on autopilot, you're askingthe brain to go to sleep. So if we're an interaction and I sayso, what do you do where you're from? Great, great talking.You right, that's like every networking conversation. That question means. Well, itmeans while you're trying to get to know them, but you're actually tellingthe brain I don't want to talk about anything real. I want to keepit really safe and really comfortable. So let's just stay asleep. And soI think that the thing that, if I could do one thing in thisworld, it would be to help people wake up that. Can we walkinto interaction, get on a video call, get on a phone call, openan email and just do something different. Don't ask how are you, don'task what do you do? Don't start with something negative. That's athrowaway comment. Terrible traffic, terrible weather, so busy, so stressed, crazyseason, right, which usually how we start those calls. But instead, can we take a moment, wake our brain up and say what's onegood thing? I could say what's one good thing? So first thing aboutyourself, which is an amazing gift for your own brain, and maybe it'smy Gosh, the sun is out and it's glorious right, like, canI just show you my view right now? Like it. It's a glorious,glorious, glorious you right, that really is. That's Super Nice.It's a glorious, glorious view. So I would say it's such a beautifulday. So that's one good thing for me. And then I can askyou one good thing. So what's one thing I can ask you, Ethan, or anyone listening that's awake. It's different. That's positive. I thinkyou're giving the gift of being optimistic. It's great. I love that advice. And so just to translate that, I mean obviously I hope people connectedwith that right away. It obviously makes sense. I'm just coming off ofa very big trade show event like last week, so there's a lot ofthis, like a lot of captivate stuff was alive for me and I waslooking to ask like more interesting questions, to have more interesting conversation, whereit absolutely it does. In fact, I'm going to before I let yougo in a bit to ask you a question that came up between one ofmy team members and me that came out of captivate that we were expect he'sbeen really working to do and I've been trying to to get better at myself. But when you're opening a sales call, when you're opening a customer success call, you're answering the phone or responding to a ticket, there's so manythings we can do and you can actually, I'm going to guess that you canturn around someone's Day by heaving them in a different direction, because ifthey're on autopilot or if they're a negative or if they feel hurried or busierwhatever, you can send them off in this other direction that it can reallyturn a day around and turn a moment around. You will see it ontheir face. I cannot tell you how many times I've been at trade showsor conferences or holiday parties whatever, and you you're with someone in there likethat, you know they have their brain and they're like, so, howdo you know the homes and you ask...

...to have any amazing holiday traditions andthey go oh, like you can literally see their brain wake up. Youcan see the dopamine of flowing through their face, throwing their flowing to theirbody. And, by the way, that's not just a nice thing,right. So yes, it's great to have positive conversations, it's nice towait people of but this also benefits you. So every time. Dr John Medinafound that when you produce dopamine for someone else, it actually creates theequivalent of a mental sticky note in their brain. In other words, welike being around people who give us pleasure, and so if I ask the questionthat something sparking, that person only has pleasure, but they also createa post it note in their mind that when they see my face, whenthey hear my name, when they see me at a party, their braingoes who that was good, I'm going to talk to her again. Sothis is also makes you more more memorable. I think it's the most authentic wayto be more memorable. So good. It's actually sets up a transition forme. I want to ask you a little bit about video. It'ssomething that we both are very passionate about, and you've been using youtube very successfullyfor what a dozen years or so? I'm going to guess that being ableto put that stuff together by presenting in videos opposed to over the phoneor through a typed out email or something else, probably conveyed some benefits.Talk a little bit about any of the science around video in, why youcommitted to it so long ago and what it's done for you. Yeah,so I joined Youtube in two thousand and seven like that's people. Let meto tell you. Imagine. So I just graduated from college, I wentto emory university and I tell my parents I'm going to start a youtube channel. My parents were like, are you? What are you? Who are youtub I mean like literally, that was the approach to you to atfirst right, and I knew it was something special. I knew it wasgoing to catch on. Everyone thought it was a fad, everyone thought itwas going to go away, and now youtube is a certain engine. Imean it is the equivalent of Google, and so it's completely changed my business. And then I was very encouraged to read some science much later on.They want to know if oxytosin could be produced through video, and Oxytosin isthe wonderful chemical bonding of connection. I to Tek a lot about it andcaptivate and they know that oxytosin happens. When we touched shake hands, hug, I five this funk, and also when we make eye contact. Butthey weren't sure if that happened over video and they found it. Yes,even through a little tiny dock that I'm looking at right now, through video, we can produce oxytosin and that was like it was like adding gasoline tothe fire. For me, I was like, okay, we're already cooking, we're already you like like the the fire is there, I just wantto ignite it. And so hearing that made me realize that video was thesingle best way for me to connect with my customers. It requires a levelof vulnerability to get going. Now this...

...is so long ago that you probablydon't remember it, for your sire remember. Okay, well, so then goback there and maybe maybe color something around this. You know, withother folks. You know, as you I'm sure you're working with people whoare aspiring to get a tedex stage and aspiring to be more comfortable really intheir own skin in front of other people. Video, of course, is alittle bit of a different dynamic than a networking event, than a tedexstage. You know, all these environments have their own unique qualities and characteristicsand challenges, but speak a little bit to someone who's listening is like cash. That does sound really good. The oxytose and thing is interesting, butI just can't do that. Or I tried once and it sucked really bad. Give those people some hope and maybe tell them the story of an AwkwardYoutuber in two thousand and seven. Oh yeah, so a couple things here. One is I started in two thousand and seven, but if you lookat my channel you'll see that my videos don't go back as far as thousandand seven, and that's because I've hidden almost every video from two thousand andseven, two thousand and eight, two thousand and nine and two thousand andten. So that's the first thing. Is Video is actually they can goaway in a certain sense, right like when I send a video to someone, it doesn't have to be perfect and you can always do them over andI can always redo them. So it took me four years to get goodat video. For years we'll start seeing videos on my channel. So ittakes a while. This if you're not born with it. No one's bornwith it, and the metaphor that I give you is this. I havea sixteen month old daughter and she's learning how to eat the first time,like she's learning how to use a spoon, she's learning how you eats her withher hands, and I was watching her eat the other day with suchGusto and there was just food everywhere and she was loving it. And Ithought to myself, you know, every single person I know, every adultI know, is an expert at eating. Expert I mean expert level. Everysingle person I know is great at cutting their steak and forking food intheir mouth. They weren't in the beginning, and so what I say is anythinggood takes a little bit to learn. So, just like eating, Ithink that sometimes socializing in a different way or filming video or being charismaticor trying to find your voice, it takes a minute. Give it aminute. Yeah, and you don't need to go back to your authentic communicatorfrom your home page. You know, you don't have to be this big, dynamic personality to be successful with you just have to be yourself, comfortableand confident in your own skin. Yeah, like if I if I tried tobe Gary v Gary Manner Truck on my youtube channel, it wouldn't work. In fact, I can bet you that there are thousands of people whoare trying to be like Gary V on their Youtube Channel and no one's watchthem. I got on my intube channel and I was just Vanessa, noteven Vanessa van Edwards, just Vanessa, and that works. The videos whereI'm not myself, they don't do as well, and you can go lookat my youtube channel and I'll give you some inside into it. So onething I'm really struggling with right now.

Mytube channel very transparently the scripts.So I have a lot of content youtube. I want to get it right,I want to get it perfect, I want to deliver the best possiblemessage statistics and charts and graphs and examples, which means I write these really long, amazing scripts. The problem is, is a script it's very, veryhard to be charismatic, and so right now I'm trying to wean myselfoff of scripts. And the reason for this is because I looked at myyoutube channel and you search on Youtube Channel, go to the most popular videos onYoutube Channel, you'll notice my most popular videos are the ones of mejust talking to people. They're the ones of my news clips. They're notmy talking head videos. So I think my top ten videos and this iswhat we discovered about it two years ago. My top ten videos are from sixyears ago and they're just me talking. Where is my most produced videos,with graphics and after effects and a script that took me five days toperfect it and music? They're not doing as well, and so I amtrying really hard. My authentic communicator self is me actually just talking, whichis still hard even after twelve years. I mean, Tobe Yep, it'sa journey. We're all on it. So for those people who are,let's speak specifically to like someone who is doing customer potential customer calls right whetherit's a support person or salesperson or somewhere else in the organization, but couldeven be hr you know, looking to potentially recruit or pull someone in orwhatever you know they're doing. You know, we're doing a zoom call. Youmentioned zoom before. I use zoom all the time. I A coupleof my key team members are in other cities and so we just hang outand it's just a very natural, comfortable thing for us. But there arepeople listening to this right now that don't turn on the call or they're notusing a video service for one of these synchronous calls. I'm going to goto a very specific thing. One of the things we lose, of course, is the rich nonverbal. This this eye contact is not really eye contact. I'm looking at you on my screen instead of looking directly into my Webcam. But you know, one of the really cool stats in there is thatour brain gives twelve and a half times more weight to hand gestures, andso you don't have to be a big hand talk or just speak a littlebit to what's missing. If I'm going to do this four minute phone callwith somebody versus a four minute video call, what are some of the differences inthe gaps their hand gestures or any other ones? Like argue to someonethat they should probably turn their camera on that, by the way, I'vebeen on that to that's I always find that super weird. Someone's on azoom call with me but they don't turn their camera on, like, what'sthat about? Come on right, totally. So first let's dive into that stat. Twelve and a half times were powerful. So actually, when we'retalking about that figure we're talking about nonverbal. So our nonverbal is just twelve anda half times more important than our verbal. And the reason for thisis because if I were to get on this call and say yeah, I'mso happy to be here, you would absolutely know, even from my toneof voice and especially for my facial expression, I'm not so happy to be here. Where's I get on, I...

...say I'm so happy to be hereand I smile and I have up to a big voice. Your brain believesmy tone and my face more than the words, way more than the words, and so that's what they mean, is that we tend to know thatour facial expressions are voice, tone, our body, our hand gestures.It's much harder to lie with those right. So like, for example, agame that I often play on stage, as I'll ask people to make theopposite hand gesture of what they're saying. That's really hard. You could trythis me right now. So say I want to tell you three things, but hold up two fingers. I want to tell you three things.It's really hard to hold up the opposite number of what you're saying. That'sbecause it's physically harder to lie with our nonverbal in our body. And sothis is one of the reasons why video is so important, is because theother person's brain is having a harder time comprehending you, remembering what you sayand believing what you say when they only have voice tone alone. When I'mable to say I have three things I want to tell you, you literallybelieve those three things more and you were more like to remember there was threethings she had, because you see it right through just seeing it. Orif I if I say to you I have a really, really big idea, it's huge and I'm using my hands take up the whole screen, you'regoing to believe that more than if I say I have a really, reallybig idea, it's huge, holding my fingers super small. And so we'reconstantly using hand gestures to comprehend. And so you want to be more clear, you want to be more memorable, if you want people to enjoy whatyou're actually saying, the easiest, quickest way to do that is just tosnap on their video. That's it. Great's exactly what I was hoping youwould offer. Those really useful and I learned a couple things here too.So this is the fun nugget from captivate that I've been trying to implement.I had a great opportunity to do it last week ending a conversation on yourterms, you know, like like grapping it up and putting a button onit. Talk about the importance of that and maybe a couple techniques there.Yes, okay. So actually one of our most viewed youtube videos is onthe art of the graceful exit. So if you really struggle with this,I have a couple of very specific tips on how a graceful exit a conversation. So there's a couple things you can do to exit. My favorite iscalled the future mention. So I don't know how you tried this yet,ething? No, okay, so this is my favorite way of grace.B Eggs, and I have a whole bunch. If that's it, thisis not your favorite. So a future mentioned. What happens in an interactionis you're here right, we're talking, we're talking, we're talking more,talking about this podcast, these listeners, these customers, like right here right, and so when you want to leave, your thinking about the future, andso it's very hard to be like good bye, see you later.And so a graceful transition is to mention something in the future. So we'retalking, we're talking, and I say so even what are you going?What do you have anything fun plan this weekend? Also a good priming thingwhere something fun, because I'm even in his head goes fun, Fun,Fun, Fun, Fun, right. He's like literally searching for fun andhe says, yeah, we have this...

...or you know what, I don'thave anything fun, but I hope will some have something fun. So evenif someone doesn't have something fun, so good question, and then I cansay yeah, yeah, I'm so looking forward to it. Need too.I'm going to go to the Rose Festival this weekend with my daughter. Ican't wait. Well, listen, because now we're already talking with the future, I can use that future mentioned as a jumping board for getting out ofthe conversation. So, yeah, I'm going to the Rose Festival with mydaughter. I can't wait. Well, listen, I hope you have sucha lovely time with your family then, and it was so wonderful speaking toyou and I'll be sure, future mentioned, to follow up with you on linkedinemail you. That thing sends that link and it was so good talkingto you. Right. Yeah, so I always meant to ask the futurequestion which you are genuinely interested and then use it as a springboard and talkabout next steps and then it's like a very easy out. It's also itwarms them up that the conversation is going to end in case they have onemore thing they want to tell you. Love it so good and again,I think about a lot of this in a networking situation, but we findourselves in conversations that need to end in a variety of scenarios. And soyou've video to it where Yees, totally, it does. Just give me onemore quick one, one more quick ending for gracile ending. Yeah,so graceful ending, any kind of follow up. So, like you're taught, you're chatting, your chatting, you're talking, but you mentioned something earlierthan conversation, about this hilarious youtube video. I have to send them. Soyou're talking. Oh my gosh, listen, I have to remember.Wait, let me just get out my phone. I'm I gonna send youthat really funny video. Okay, Aman, note for myself. This was sogreat, this is so great talking. I'm so glad we're at with thechat. I'm and send that video to you and I'll see you nexttime, right like. So you can actually circle back some and you broughtup, as a reminder to yourself like. I'm a big fan of like literally, I'll bring my phone out and write a reminder of myself. Literally, I always have had a paper and a pen because I'm like, Oh, let me, that's so good, that's so good, that's so good. That just took us out of the moment, which is absolutely want.Right, I want. The whole point is you're using a prop to takeyou out of the moment, so then you can say this is so great, I'll see you next time. Really good. So this has been awesome. It was we could obviously go. We by the way, in captivateyou leaned on a lot of the same research that Steve and I ended upleaning on and Rehumanize Your Business, and so when I read captivate, Iwas just immediately like we need to connect. So glad we could got together inperson, got together for this conversation. I really appreciate your time and reallyappreciate your work very much. Before I let you go, I loveto give you a few opportunities in the first one is based in our numberone core value of relationships, and so this is your chance to think ormentioned someone who's had a positive impact on your life or career and to givea shout out to a company that is really delivering a great experience for youas a customer? Sure. So I'll start off with the company that Ithink it's just it's just nails a on a customer experience. Ten years agoI got my genetics done by twenty three and me and ever since then I'min a relationship with them. I've never...

...paid them since that one genetic testten years ago, but we have a relationship because they have my genetics andthey're continuously doing tests and they did this incredible job of I am constantly takingtheir surveys, looking at their email. I log in the portal all thetime and one of my favorite things they do is they will offer a dopeominehit in an emails. They'll say learn if you're predisposed to public speaking.I don't think of that email all day. Right, and then I take alittle survey right which is like, do you like public speaking? Donot other those things. Since I was one of the early people for Twentythree me, I do a lot of service. So they got my dopamine. I to a little quiz, which I love, and then I foundmyself amazing customer loop but then what they do is like, a month laterthey say you contributed to big research. Thank you, which also makes mefeel like wow, I took three minutes to that survey three months ago andit actually meant something. And so then they thank me with gratitude for takingthat survey. It's an amazing loop. So twenty three and me. Theyjust kill it like they just nail it. I have a great relationship with themand I haven't even paid them since and I would buy the way.If they offered another service, I would buy it in a heartbeat. Doesn'teven matter what it was, I'd buy so good and a person. Iwould actually mention my good friend Zack Tuten. Zach runs brand new, which isan incredible social agency in Los Angeles. Zach was the first first person Iever knew at emery. He was a year older than me. Ourparents knew each other and he kind of introduced me to everyone, who wasreally welcoming, really sweet, and we've stayed in touch ever since. Likehe's just such a great friend, a great person to know. And thenwho knew that a year ago we actually hired his agency to help us allof our social media and so I just feel like sometimes you don't know relationshipis going to go, but you just like someone and those are the bestkind of people to have in your life. So if you have someone where likeyou think we're never going to work together, like we're what. Ijust like this person, that's the best kind of relationship to have. Sogood, such a great answer both of them, and that tea's up.My closer here, which is people enjoy this conversation. They want to checkout some of those youtube videos or they want to connect with you on socialwhere they want to follow up on science of people, maybe check out someof the coursework available or check out captivate. Where would you send any of thosepeople? Sure, so I have captivate as wherever books are sold,Amazon and I read my own audible. So I had a really good timereading the audiobook, if you like audio books. And then the big oneis signing up to our monthly insights. So every week I sent out aweekly win, which is either a new piece of research or a new videoto our audience and our newsletters are pretty amazing and I know a little biased, and I said that, but a lot of people tell us it's somethingyou look forward to most every Wednesday when they get it, so that signspeoplecom. Anywhere you sign up, you'll get it. Awesome, Vanessa.Thank you so much for your time, thanks for the insights and thanks forhelping people succeed in building relationship with each...

...other more effectively. Thanks so much, even thanks some one for listening. Clear Communication, human connection, higherconversion. These are just some of the benefits of adding video to the messagesyou'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 acceleratesales 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 delivera better experience for your customers. Continue Learning the latest strategies and tactics bysubscribing right now in your favorite podcast player, or visit Bombombcom podcast.

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