The Customer Experience Podcast
The Customer Experience Podcast

Episode · 1 year ago

57. Customer Obsession As Your Key Differentiator w/ Ned Arick

ABOUT THIS EPISODE

Experience differentiators were the subject of a recent LinkedIn post that grabbed my attention for the way it spoke to the heart of this podcast… aligning to invest in creating and delivering better experiences for our customers. I asked its author to be a guest on my podcast to hear more about his experience in operations, account management, biz dev, and sales roles.

I was so excited to interview Ned Arick, Account Executive at YourWelcome, after connecting with him because of his LinkedIn content.

Keep listening or reading below as Ned dives into what it really means to rewrite the narrative and how he keeps it real on his LinkedIn. The insights he shares will apply to everyone who wants to build relationships and keep the customer experience holistic. 

What we talked about:

  • Becoming “the educator” and not just the trusted advisor
  • What his 12-year-old cousin has to do with hyper-competition
  • How to actually rewrite the narrative
  • What LinkedIn has done for Ned’s reputation (hint: it’s good)
  • Ned’s testimonial about the humanizing power of video

Check out these 2 posts of Ned’s we mentioned during the podcast:

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

In Two thousand and twenty. Thebusinesses that are going to succeed are the ones that are absolutely upset with whattheir product does for the people that use their product. The single most importantthing you can do today is to create and deliver a better experience for yourcustomers. Learn how sales, marketing and customer success experts create internal alignment,achieved desired outcomes and exceed customer expectations in a personal and human way. Thisis the customer experience podcast. Here's your host, Ethan Butte. Experience differentiators. That was a subject of a recent Linkedin Post that immediately grabbed my attentionfor the way it spoke to the heart of this podcast, aligning across ourorganization to invest in creating and delivering better experiences for our customers. It's authorand our guest today, has experience and operations, account management, Biz,Deev and sales roles. He's currently an account executive at you're welcome, acompany that works with vacation rental owners to increase their revenue by adding a servicelayer from booking to check out. Net Eric, welcome to the customer experiencepodcast and thanks for having me. Really appreciate it. Yeahs. As soonas I read that I was like, all right, we got to havethat post. Needs to be a conversation on this show. Before we getinto that conversation, I'd love to know you did your under graduate and graduatedegrees in Kinnesesiology and exercise science. How like a what was your motivation thereand then be how did that help you maybe in some of the work thatyou've been doing? So I thought for sure I wanted to be a strengthingconditioning coach. I grew up in the fitness industry. My very first jobwas actually a janitor inside of a gym at thirteen years old, and Iworked my way up all through the ranks of working inside gym's, from janitorto personal trainer, as general manager, all of the above. And whenI went to school I was like, okay, how do I take whatI know and move it into something that I thought would be like a career? Right? And so I said, all right, I like the humanbody, I like fitness, let's see what happened, and did yet fouryears did a strengthing anditioning internship and went to Grad School. Realized in mysenior year of college I didn't want to be a strength conditioning coach anymore becauseI realized I didn't want to work from like three am to ten PM,you know. So my hat goes off to every strengthing addition coach out they'relike you're there, the real champions. We talked about grinding and sales.No, no way. But I went to Grad School at University of Tampato work in the kinesiology lab. They're worked on some pretty major supplement studies, Kido studies, like the keytogenic Diet, and actually kind of fell into saleson accident. was offered a couple of different positions inside of the fitnessindustry and decided that they weren't for me and ended up in healthcare, whichI guess is close enough, right ish? Yeah, yeah, yes, yeah, but what I will tell you is this, is that's really whereI cut my teeth in sales. I was selling an analytics platform that didn'texist yet to doctors. So I'm literally, I was twenty one at the time, telling, you know, a fifty five year old doctor, Hey, I promise you this is going to make you money, and he's likewill show it to me, and I'm like I can't, I can't dothat. Well, there some screenshots. Yeah, right, like exactly.I promise it's on the road and map, right, but you definitely have togive it a possible but yeah, so I think what I really cutmy feet there, but the determination and the aspects of health and fitness andkinesiology and the strengthing and diitioning world really impelped to me just really be ableto persevere, right, you know, understanding that nothing in life is goingto happen overnight, and I think that...

...really helped me in my sales walkand as helps me in my career, knowing that, you know, whenyou make your first cold call in sales, more than likely you're not making asale, right, you know, unless you're selling you know something that'sfor sent and even then, yeah, jobs not going to last very long. That was to the outomy really quick, exactly right. So, you know, I think that was the biggest thing for me was understanding that,hey, you know, just like anything, like working out and just like gettinga master's degree, just like doing anything, it's going to take sometime, it's going to take some effort and if you persevere, things aregoing to happen. And I've been blessed in up in my career to havesome pretty, you know, good success and been able to work under someof the best businessminded people that I know. So that's awesome. What a coolroute and and I can see, I mean they're easy parallels in youknow, discipline building, you know, and repetition and all those things andhow those help us form habits and eventually results. That's great. So we'vebeen connected on Linkedin for a little while. I read a lot of your stuff. You're obviously very excited about customer experience and it's like it's like abackground theme. There's this why we had to have this. So before wego any farther, just share a few words, like when you when youthink customer experience, what does that mean to you? Yeah, so really, I actually made a post off the bailer that it. For me,it's the holistic, end to end experience that a customer encounters when they engagewith your brand, when they engage with you. And the reason I sayholistic and end to end is because it's not just how they interact with yourwebsite or with your sales team or marketing. It's literally everything from I could havea conversation with you even right now and say hey, you need togo to this restaurant, and that's part of the customer experience right. Andso for me I think we've done a really good job in business. Isay good with with quotes, of fragmenting the customer experience and and creating situationsthat aren't end to end. They are little bits and pieces here are websitesays one thing, our sales people say and now they are marketing is alittle bit off here, and so there's not really a route that goes allthe way through. And really, if we think about customer experience right now, the experience that someone has with you is really your differentiate there in twothousand and twenty, and so we need to really work on it as businessowners, that sales people and marketers, we need to understand that your experiencein the way that the customer actually experiences from even before they're thinking about beinga business, like a customer of yours, to even after there are customer ofyours. We have to really think about that and how it can flowend to end and just be very holistic and streamlink. Love it and thatreally tease up the and that was a that was a post that I readto your definition there, and one thing in that, in that post aboutcustomer experience, where you defind it, is this idea that it's happening,whether you are controlling it or not. It's happening. So you can therelet it happen and hope for the best. Where you can grab it and takesome control, that work across teams and functions and see if they can'tshape into something intentional and better. So let's go to the post. Itlike led to our being here today, like it was. This is alook to two thousand and twenty. It had phrases in it like customer obsession, customers success and, of course, customer experience. What was the motivationthere? What were you feeling when you started to write that one? Yeah, so actually the day prior I had led like a customer journey right upthat we did at you're welcome the company on with and one of the biggestthings that we came to understand was in two thousand and twenty, the businessesthat are going to succeed are the ones that are absolutely obsessed with what theirproduct does for the people that use their...

...product, how it affects their business. And you know, and that's where that kind of thought process came in, was like businesses that are sick going to be successful and continue to besuccessful, are going to need a mindset of just customer obsession. Right,like how is this affecting Your Business? How is how is what I'm sayingto you right now affecting you? How is it expect how is it affectingyour revenue? How is it just how is it affecting the way that youinteract with your client? How is our experiencing how is our experience that we'reproviding you help or hindering the experience you provide to your clientele? Yeah,I think it's so easy. It's there are two things that you really mademe think of. There's, you know, I early on it was obvious thatthere's a relationship between employee experience and customer experience, but in this case, you know, this is on the customer side. It's, you know, internally, it's easy for us to get excited about our own goals andour own outcomes and our own Kpis and all of this, but where weneed to get, and this is what I hear in the way you talkabout obsession. It's a thought I had before, but you really maybe goback into it. Is I need to be obsessed with your Kpis, withyour metrics, your outcomes. Yeah, yeah, I think that's so key. I think it's a matter of and being in sales. I think alot of times, you know, we hear the term commission breath or youknow, everyone's so focused right now. We're at the end of the yearand there's discounts and all of these things and and realistically, sure that maypush people over the edge, you know, in some way might push people away. But what is really going to keep people in your funnel, what'sgoing to keep people being, you know, actually purchasing from you and doing businesswith your company and becoming a part of your community, is going tobe you literally s saying to them, Hey, what do you need tobe successful? Going into two thousand and twenty, forget me, forget meright now. What do you need to do to be successful? And they'regoing to tell you, hey, you know, this is what we're doingand if it's a fit, sure go ahead, but I think where itcomes a lot of it is being obsessed with their KPI's and them. Youbecome this almost educator and and I think that's you know, everyone talks,you know, the trusted advisor. I think that's gone away. I thinkit's the educator is going to be the winner in two thousand and twenty.As a business, who are you? How are you educating them on whatthey need to do? No one cares that you need to hit quota.No one cares that you need you have revenue goals, because so do they. They want to know how they can hit the revenue goals they and ifyou can give it to them and you can tell them, teach them withthirty seconds to two minute videos or getting on the phone and just having aconversation with them, you know, virtual coffee date, where you just givethem five ideas that are going to just revolutionize the way they do business.I know, buzz word, but that's where you're going to succeed and that'swhere customer obsession comes from. And I'll be honest, people can smell fakefrom a mile away. So it's key, like you have to be really youreally have to care about them, because if you're like, Oh,I care about you, and at the end of it you're like, oh, by the way, today twenty percent off just for sitting down having aVirtual Cup of coffee with made them really like is again. Yeah, Hey, yeah, it's really interesting. It means that you really have to focusas well. I mean you have to be so intentional. I know that. I know that the sales people in the marketers and the customer success peopleand you know, founders and executives that are listening to the show already knowthis, but I like to walk it out explicitly. Is You really haveto be focused in who you're serving if you're going to be of actual valuein that role. You like, if you really are going to adapt theirKpis. You're maybe stepping into a territory that some of their own employees aremaybe not even capable of doing. So, like, you really have to focusif you're going to do it in a successful way. I think.Yeah, yeah, I think that's so...

...important. Is If you have to, you know, understand where they're at, what they want and where they wantto go, and that does take absolute focus and clarity in what theirobjectives are. And once you know their objectives, you then have to bealmost in internal teammate on their team. And I think that's really where thatexperience comes from, where you literally step into a role inside of their teamevery time that you talk to them. And and that just takes absolute focus, because I'm no longer going to be telling you the are a lie ofother people. I'm no longer going to be telling you stories about whatever itmay be outside of your organization. I'm going to now have conversations with youand promote things to you that are only going to benefit you because I knoweverything that you need. You know, for the most part right that hasto do with me. I know everything you need and I know that ifI provide that to you, that's going to create a completely different experience thananyone else that's doing it right now, and I think that's that's really thekey. Yeah, it reminds me of a couple really, really good,high quality consulting engagements that I've been on the receiving end of over the years. Love that perspective. I got too quick follow ups here specific to thatpost and they have no relationship to one another. So I'll start with theinside that post. There's you know, you mentioned that your twelve year oldcousin has technical help your business. Right so this is that idea that,you know, products and features aren't enough, that anyone can if a competitor doesn'thave that feature or they don't have that, you know, tool setor whatever. It doesn't take that long to build it and in this caseeven a preteen might be able to out feature. You tell me, whatis he or she doing? Yeah, so you actually literally has a technology, as if, a platform for teachers where they're able to like share withtheir students internally on an APP, and they literally took like one of thoseplatform builder APPs that they do. And Yeah, so he's talking to likedistrict at twelve years old, like to bring it into their like public schoolsand stuff. So, like, come on, man, like, whatwas I doing at twelve? Not, yeah, I was playing like SuperMario Brothers. Are something stupid. Yeah, ugly, man ill. I comeon, man. Yeah, that's amazing. That's really good. Well, and that is I mean it's the microcosm of the essence of this largerargument that hyper competition, like truly hyper competition, the barriers to entry andso much of this stuff, as we're getting into. You know, everything'sgoing to subscription, for sure, but you know, eating a rise offwhere, in general, anyone can do it, including your twelve year oldcousin, which is a he's amazing and really getting after it's so good.And then the other question I had was, and I didn't know this part cominginto it, but you mentioned that you were coming off of a specificexercise inside. You're welcome, where you were talking about the stuff. Whatwas that day about? What was the goal? And you know how isit facilitated? Just to a quick drive by here? Yeah, absolutely so. It was literally, you know, just trying to figure out how canwe best provide an experience to the vacation rental managers that we work with.Right, you know, they're getting bombarded with sales people all the time andthe salesperson picks up the phone and says, Hey, this is x with,you know, this is met with X Y Z, and we helpblank, blank, blank. And you know, it was like, well, how do we change that to really draw them into the point where they'relike wow, these people like actually care about me because they're they're speaking mylanguage, and that's really what it was all about, was how do youget into the customers language? And Yeah, we just we sat there in theBoard Room, put some of those big sticky, you know, pagesup and just went down, you know, from pre you know, the thethe time where they're thinking about it...

...or engaging to retention, to postand really just continue to worry about the questions that they had asked, theirmotivations. What what's going on in their head as they're having conversations, asthey're searching our website, as they've had a conversation with the account executive atyou know, they're working with our customer success team. Like what are theyworried about and what are they, you know, looking to gain from theconversations? And you know, I think every company should be doing something tothat extent where they really do start to focus and put themselves in the shoesand really, because I think we said that said this briefly about the peopleat listen to podcast. Know this right, and it's easy to know. It'shard to take action right. It's easy for us to sit there andbe like Oh, we need to provide better customer experience, but it's veryhard to actually sit down and spend you know, for us it was anentire day sitting down and really thinking and going okay, and and you know, we brought customers into this, like we actually brought people that have purchasedthe product and have interacted with us and said, Hey, what was this? What was the bottleneck? What was the sticking point? Right, andyou know, I think that's just super important to really create that ideal customerexperience in Twe it. Love it. I getting the customer in the roomis the essence in the height of voice of customer. I mean there's noyou don't have to try to read it out of survey results or read youknow, like they're right here. Let's do this. It's so good.Customer interviews are obviously super, super important, but this idea of multiple people,probably in multiple seats and different teams inside the organization, all having directaccess to to some customers is really smart idea. Really like what you didthere. Let's transition a little bit too linkedin. so you write a tonon Linkedin. When did that start in more importantly, why did you startthat? Like what's your motivation there and you know what's driving that for you? Yeah, absolutely. It actually started in two thousand and seventeen. Ithink it was the early, either late two thousand and seventeen. Early twothousand and eighteen and I actually was told by an old mentor of mine Iwas when I was I was with a fitness start up and he was likeand I got them on the phone. It was actually cold the email.You reply back. I thought it was the coolest guy in the world forgetting a cold email. Apply from like an employer there right, but hegot got on the phone and I was like hey, you know, Ireally like I'd like to, you know, strive to be where you are.You know, what do I do? And he said content, and Isaid deal where? And he told me Linkedin. And from then itwas articles, it was post it's videos and at everything that I write isspecific to the vertical, the pain and the people that I'm looking to haveconversations with, because I and absolutely none of it has a book, ademo or absolutely none of it has, you know, really even a callto action. Mostly time it's the story about how I failed. But,you know, I think it's so important to you know, I we talkedholistic experience, that customer journey. When someone looks at my linkedin product profile, they know ned like my bio on there is literally me, my ifthey look at any of my posts it's me. If they look at thecomments, it's me and I think it's just so important. You know,even the Hashtag I have at the top, which is rewrite the narrative business,it's you know, that's my goal. That's what I'd love to do andyou know, I I truly believe, you know, I'm getting there.So I love the put that button on there because it's exactly where Iwanted to go next. You know, a lot of people use that spaceto kind of prop themselves up or maybe, you know, position their company orwhatever, and you chose rewriting the narrative of business. What is thenarrative of business in your view, and...

...in talk about the rewrite, like, what's the motivation there? Yeah, so I think really the narrative ofbusiness today is if you've made a cold call in the last ten years,Hey, you know, relationships, they're not real, they're transactional, right, the buzz words you hear, the culture, it's sort of fake.You know, I grew up in a very small town where everybody knew everybodythat you know, we cheered on the same teams, we reveled in thesame simple pleasures, right, we really we had everyone's back. It didn'tmatter if what someone did, because you were a towny from Leonardtown, Maryland, I didn't care. I had your back. Right and you get alittle bit naive, and that when I left to go into the corporate worldand you start, and you know, startup world, you start to realizethat that interconnected web of individuals where it doesn't matter what happens, they haveyour back, doesn't necessarily exist and the conversations you have with a business they'rejust transactional and and and and people that you thought were best friend maybe aren'tbest friends right. And so for me I remember just sitting back and goingthere has to be a different way. I think it was. It actuallyhappened when I was in healthcare and doctors are kicking me out of their office. I'm like, oh my gosh, there has to be a better wayto do this. It's a really the narrative of business now and my opinionis sort of one of cynicism, and rightly so. Right they've been beatover the head with with poor sales experiences, poor marketing manipulation, and for meit's about taking that transactional experience and truly creating that relational experience where everycompany that I'm blessed to do business with, I want to bring that smalltown fieldto it, meaning that we're going to fight the same battles. Right, I'm going to make sure that your company succeed no matter what, becausewe're in this together, right, we're going to rebel in the same simplepleasures, we're going to cheer on the same team, which is team you, and we're going to really focus on continuing to have you succeed because ofwhat you're doing inside of your community. And so that's a big thing forme, is creating community, not only inside of me and a business,but the rewriting of the narrative is that, plus creating your business opportunities with otherpeople inside of your communities. I want my lawyers to know my doctors, I want my doctors to know my pharmacists, I want you know.It's I want everything to be a big, almost happy family, as Kom biasthat sound. That's really where my rewrites the narrative comes from. Loveit and and this, the sense of community, is really a big deal. I liked it that you're translating it from, you know, your childhoodand communities obviously a buzz word, but it's also a real thing that I'vebeen a part of in a variety of like communities and pockets and circles justin doing my professional work. And I think the folks that are doing thatwell, some of them even been guests on the show, are the onesyou know a lot like you're talking about rewriting. I think they're positioning themselvesin their companies and their teams in there. That the what connects them right like, whether it's a concept or a philosophy or an approach, or maybejust we have something else in common. It just really brings it to lifein a different way. And to your point, they people that have yourback. And so I also like the way you tied back to this ideaof making team you, you know, making your customers keep the eyes yourown kpies. It's really good. Here's another post. You talked about themindset of charging admission, and this is the idea that imagine that your customersare going to pay a deposit to sit on a demo with you and howthat might change the dynamic of the Demo really interesting. I think this goesagain to this kind of educator role, but talk about what you're what wasgoing on when you're thinking about charging admission and how would that change your approachif you knew you were being paid for that demo? Yeah, yeah,so this is something that I I don't remember where I heard it, Ibut it's been something. It's been a...

...while and honestly might have been incollege in a class, you know. So thank you, professor, whoeveryou are. I'll be honest. It's been one of those just always inthe back of my head when I'm having conversations with people is am I givingthem, and Buzzword alert enough value right? Am I giving them enough right now, not necessarily to say yes to what I'm offering, but to goand change the game for their business, for their family, for whatever I'mhaving the conversation with them about? And that's really what I want to evokethe people is I think a lot of times, especially in Demos, I'vebeen in fast for a while and then all across and I think we getinto talk modue right, we don't you know, and people say to stopand say hey, does that make sense? Right by like little buy, andI don't think that's enough. You know if I'm talking at you,I'm not giving you enough opportunity to really let me know what's important to youand really let you know what's resonating and what's not. And so I thoughtof this as like, you know, when I'm making a cold call oran email or even just a demo or just having a conversation with someone,act as if man, act as if they gave you a five hundred dollardeposit and we're and it's nonrefundable. They got to give it. They it'sfive hundred bucks in your pocket today. What would you do differently? AndI think we'd ask more question, I think we would dig deeper and Ithink we wouldn't talk so much about ourselves anymore. I really do. Ithink that if someone handed you five hundred dollars every single time you had aconversation with them, I think you would really get down to the nitty grittyof what's hurting, what what they need, what their motivations are and in reallyhow you can help them succeed. And I also think you would actuallytell them how to succeed right. You wouldn't just tell them the what,you would tell them the how. And you know, I think we're inthe we're in a society of what right. We're in an information overload society whereI can Google and thing and get a billion results. What we veryfew people are actually telling people how, and I think that right. Thereis going to be a massive differentiator you start providing people the how value.There's the difference between what value and how value. Yeah, and I'll justadd one more to that. First, the house, like the really goodhow post, just to stay with your Google search result thing, you know, the best house gets you with the most detail, get to the topof the rankings. Yeah, and it but to blend it with your educatoridea. It's not just how I did it or how they did it,it's how you might do it right, how this might work here inside yourorganization. Really good. Last one on this kind of like check, check, check things I read on Linkedin that I think you're interested in. Youknow, spend thirty to ninety seconds on focusing on your prospects ideal future ratherthan focusing on her or his pain point. You know, like we do alot of pain points selling, but you drew out this idea. Ilike, in my mind, as I read, I position very specifically speakingto pain points versus speaking of too ideal future. How do you think aboutthat? Yeah, so for me, I think that was more of atalking at myself almost right. I don't necessarily feel comfortable when people are probingpain and and I know for a fact that there are people that I've hadinteractions with that are the same way, and I would much rather look atthe destination then look at what has gotten me here. Right, like I'min a really bad spot. I don't necessarily want to look at all thecrap that went on back here. I want to look at like, youknow, it's one of those things that I heard this one time where ifyou're if you're travel agent, you don't tell people about all the stuff thatgoes on until they get to Hawaii. The packing, you know, thedeposits, the sitting in a coach seat...

...with your knees getting smushed for twelvehours. Right, you don't talk about that. You talk about all thebeach. Look at how amazing it is. And Look, can you imagine yourselvessitting on that beach with a drink in your hand, no worries inthe world, and I think there's really something to be said about that,you know, and not in the manipulative way. And absolutely we have tounderstand stand the paint right. We have to understand what's gotten them here sothat they can avoid doing those same things in the in the in the future. But I really think that when you're having conversations with people, you're goingto have a much better reaction to someone when I'm like Hey, then,you know, imagine what bombomb can do in two thousand and twenty right,if these things happen versus. Hey, man, how hard was it togrow? That was tough, right, and you're going to be like yeah, tough, Med but I need to know how to move forward, andI think focusing on moving forward is really a lot more beneficial than focusing onyou know, hey, you stucked in the past, like, you know, like okay, cool man. Thanks Bro Yeah, I love it,because the answer is, of course a little bit of both, and Imean there's there's some discovery in the pain, but to your just to attack ontoyour Hawaii thing, you don't need to say like man, winter,North Dakota, they usually get away from that, Huh. And our wins. So only eight degrees out three. I ready so I know, thisis my home, like, this is where I live, like, yeah, come on, dude, like, yeah, like this. I've beenliving in this reality. I already know the pain. Like, now thatI've expressed you know where I am. Well, yeah, I love theideal future. I'll last linkedin question. You do some video there to talkabout the power of video from your experience. Why do you do it? Andmaybe some surprising how comes of just look at that camera in the Lensand talking to people. Yeah, yeah, so I love video. I'm supercomfortable for some reason, in front of a camera. Where you fromthe beginning I probably say, yeah, yeah, I have a background.I was actually the lead vocalist of a very popular hardcore band and high school. So I'm being on stage has never been an issue for me and I'vealways considered the video camera at the stage that allows me to go to morepeople, right. And so, yeah, I think for me the power ofvideo it's it's humanizing. Right, someone can read my post and theycan go, okay, dude, look at this guy in the black andwhite picture on his linkedin. Who is this guy? But when you putme in color, right, you know, and maybe this is me telling myselfto put a color picture on my length. But when you want mein color and it's and you hear that, you know I'm real and I Italk and my passions and you know what brings me down. I startedsomething called Ned talks and, you know a little I like to, youknow, rip people off like Ted Talks, and you know, I I startedned talks and realistic. All it was was me telling people my dayto day and the amount of messages I still get. I haven't done inned talking probably a month now. I still get messages from people asking aboutthem. Hey Man, you know, those are really helpful because I literallywould sit there and go hey, you know, this work, we didn'thit this KPI this year. You know, let me tell you why, andI would literally just share with people my heart, my passions. AndI think video is so important if you're real, if you're honest, becausewe talked about earlier, people can smell fake from a while away, right. Yeah, I think if you're if you're really doing a real video,it can be so powerful and, like I said, people have consistently beenreaching out. I've had a lot of opportunities. I've gotten business from itand yeah, I mean it's just it's phenomenal. Yeah, it reminds meof something that Steth God and say that he said many smart things, butthe one I'm thinking of right now is this idea of you know, I'mnot even paraphrasing, I'm just you know,...

...your marketing is good, when peoplemiss it when it's gone. Yeah, right, like there are a lotof things we're doing right now, like I work in marketing for themost part and you know, there's some things that we're doing right now thatif we just stopped doing it, no one and say, Oh man,where, where did that go? And that's probably true inside almost every singleorganization. So I love this idea that, you know, when you when youhappen to just like let the time go or you maybe forget to doa new one or whatever people are asking for, it means you're really doingsomething really good. So I and I can tell from our conversation and frommy experience with you on Linkedin that that there's just a lot of sincerity andvalue and experience that you're that you're putting forth. So I can imagine whypeople would miss it when it's gone. Ned this side of pleasure it's awesomeand love what you're doing and, most importantly, the way that you're goingabout it. But before I let you go, couple things here. Relationshipsare our number one core value here at Bomb Im. It sounds like that'sprobably you probably have some if you have core values for yourself, I'm sureit's adjacent to one of them, if not being one of them itself.So I like to give you two opportunities here. One is to thank ormention someone who's had a positive impact on your life or your career and andthen secondly, to to mention a company give them a shout out for deliveringa great experience for you as a customer. Yeah, absolutely so. First off, I just want I know Stale Du pree. I'm sure everyone knowswho he is has probably thanked him. Bale has known dale since two thousandand seventeen now. It's wow, it's been a long time, but youknow, he is just really breathe life into me. I think it's probablythe best way to put it, you know, getting a kid who hadjust been beaten down by, you know, doctors for a year, or well, almost two years, you know, and really just re establishing my valuesand just being a friend more than anything. He's really just pushed mycareer and, you know, completely different trajectory, given me opportunities, ideas, just just been a an absolute genuine human being. So I'll say this, but I'm sure everyone knows it is. If you don't follow, they'll dopre and you're listening to this, you absolutely should. So yeah,I definitely say that. And then a company that's given me a great experience. You know, I'll actually say this, and I live in the city,in Tampa, and it's called blind tiger. It's a coffee shop hereand I live above them. I live in condos that are above, youknow, retail area, and I go there probably maybe once a week atthe most. Right I don't. I'm not a I'm not a frequent frequenterof cafes, you know, but if I need to pick me up.But there is a girl at the front depth that knows my name game likeit's going out of style. And she knows my drink, which isn't hard. It's black eyes coffee, but she knows my drink, she knows whatthe hate, where have you been? She knows everything pretty much about meand if I'm low on coffee, she comes and pours it and it's acompletely different experience than like a starbucks, right, and I will go outof my way if I'm not at home and I'm passing, I will passthree or four starbucks to go to blind tiger in West shape Florida because ofthe experience that she provides. And you know, I've been to some ofthe most niche coffee shops that, you know, promise all these amazing things, right, and I'll be honest, there's no better experience. So ifyou're ever in Westchase, Florida, you need to go to blind tiger.You have to. So the coffees not too shabby either. It's awesome.then. In this this is one something that I've really come to adapt overthe past couple of years is this idea that the thing any of us needsabove anything else, I mean, assuming that all of your basic needs aremet right, that you have food, shelter, whatever. We just needto be in this is true of every...

...human even people who don't have foodor shelter. They just need to be seen and appreciated, like I seeyou person and I appreciate you, and so for you like where you been? How's it going, and just this idea that there's this, this,this running situation where she is paying attention, she sees you and hears you,she understands you, knows what you want and I mean you can sayit's not a complicated order, but what's complicated about it is that you thatthere are dozens, if not hundreds, or several hundred, maybe even athousand or thousands of people just like you who walk in who she's like,I haven't seen a while. How's it going? And Yep, most ofthem probably aren't. Black iced coffee. Yeah, problems. Is that thatspecial? It's pretty easy. It's like it's ice coffee and black. Butthat just that, along with your face and where you been, is justthis. I appreciate you. It's really, really strong. And of course Daleis an awesome dude and and he is a great follow as is NedEric, if you're listening to this, it's just any D Ric K andDale do pre is dupree, both great follows on Linkedin. I guess Ialready answered part of this. Last question for you, ned is if peoplewant to learn more, if they want to follow with you or or you'rewelcome. They want to check out your videos, any of that stuff.We are some ways people can follow up and connect with you. Yeah,Linkedin's probably the best one for me. You know, I've got an instagrampage. It's everything is Ned Eric any driick, everything is, but Linkedinis where I'm at. You're welcome. Is it's actually spelled? Why?Oh, you are we l Coom me promise it's not a grammatical error.So check it out. You know, we that we help vacation rental managersreally create better guest experiences through technology. So couldn't have asked for a bettercompany to work for with me, with my passions and in real estate andin my passions and text and experience. So awesome. Now, this isgreat, continued success to you. Thanks for the time and I have agreat rest of your evening. Absolutely, thanks much. They've been clear communication, human connection, higher conversion. These are just some of the benefits ofadding video to the messages you're sending every day. It's easy to do withjust a little guidance, so pick up the official book. Rehumanize Your Business. How personal videos accelerate sales and improve customer experience. Learn more in ordertoday at Bombombcom Book. That's bomb bombcom book. Thanks for listening to thecustomer experience podcast. Remember the single most important thing you can do today isto create and deliver a better experience for your customers. Continue Learning the lateststrategies and tactics by subscribing right now in your favorite podcast player, or visitBombombcom podcasts.

In-Stream Audio Search

NEW

Search across all episodes within this podcast

Episodes (180)