The Customer Experience Podcast
The Customer Experience Podcast

Episode · 2 years 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:

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In Two thousand and twenty. The businesses that are going to succeed are the ones that are absolutely upset with what their product does for the people that use their product. The single most important thing you can do today is to create and deliver a better experience for your customers. Learn how sales, marketing and customer success experts create internal alignment, achieved desired outcomes and exceed customer expectations in a personal and human way. This is the customer experience podcast. Here's your host, Ethan Butte. Experience differentiators. That was a subject of a recent Linkedin Post that immediately grabbed my attention for the way it spoke to the heart of this podcast, aligning across our organization to invest in creating and delivering better experiences for our customers. It's author and our guest today, has experience and operations, account management, Biz, Deev and sales roles. He's currently an account executive at you're welcome, a company that works with vacation rental owners to increase their revenue by adding a service layer from booking to check out. Net Eric, welcome to the customer experience podcast and thanks for having me. Really appreciate it. Yeahs. As soon as I read that I was like, all right, we got to have that post. Needs to be a conversation on this show. Before we get into that conversation, I'd love to know you did your under graduate and graduate degrees in Kinnesesiology and exercise science. How like a what was your motivation there and then be how did that help you maybe in some of the work that you've been doing? So I thought for sure I wanted to be a strengthing conditioning coach. I grew up in the fitness industry. My very first job was actually a janitor inside of a gym at thirteen years old, and I worked my way up all through the ranks of working inside gym's, from janitor to personal trainer, as general manager, all of the above. And when I went to school I was like, okay, how do I take what I know and move it into something that I thought would be like a career? Right? And so I said, all right, I like the human body, I like fitness, let's see what happened, and did yet four years did a strengthing anditioning internship and went to Grad School. Realized in my senior year of college I didn't want to be a strength conditioning coach anymore because I 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're like you're there, the real champions. We talked about grinding and sales. No, no way. But I went to Grad School at University of Tampa to 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 sales on accident. was offered a couple of different positions inside of the fitness industry and decided that they weren't for me and ended up in healthcare, which I guess is close enough, right ish? Yeah, yeah, yes, yeah, but what I will tell you is this, is that's really where I cut my teeth in sales. I was selling an analytics platform that didn't exist 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 like will show it to me, and I'm like I can't, I can't do that. Well, there some screenshots. Yeah, right, like exactly. I promise it's on the road and map, right, but you definitely have to give it a possible but yeah, so I think what I really cut my feet there, but the determination and the aspects of health and fitness and kinesiology and the strengthing and diitioning world really impelped to me just really be able to persevere, right, you know, understanding that nothing in life is going to happen overnight, and I think that...

...really helped me in my sales walk and as helps me in my career, knowing that, you know, when you make your first cold call in sales, more than likely you're not making a sale, right, you know, unless you're selling you know something that's for 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 getting a master's degree, just like doing anything, it's going to take some time, it's going to take some effort and if you persevere, things are going to happen. And I've been blessed in up in my career to have some pretty, you know, good success and been able to work under some of the best businessminded people that I know. So that's awesome. What a cool route and and I can see, I mean they're easy parallels in you know, discipline building, you know, and repetition and all those things and how those help us form habits and eventually results. That's great. So we've been 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 a background theme. There's this why we had to have this. So before we go any farther, just share a few words, like when you when you think 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 engage with your brand, when they engage with you. And the reason I say holistic and end to end is because it's not just how they interact with your website or with your sales team or marketing. It's literally everything from I could have a conversation with you even right now and say hey, you need to go to this restaurant, and that's part of the customer experience right. And so for me I think we've done a really good job in business. I say good with with quotes, of fragmenting the customer experience and and creating situations that aren't end to end. They are little bits and pieces here are website says one thing, our sales people say and now they are marketing is a little bit off here, and so there's not really a route that goes all the 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 two thousand and twenty, and so we need to really work on it as business owners, that sales people and marketers, we need to understand that your experience in the way that the customer actually experiences from even before they're thinking about being a business, like a customer of yours, to even after there are customer of yours. We have to really think about that and how it can flow end to end and just be very holistic and streamlink. Love it and that really tease up the and that was a that was a post that I read to your definition there, and one thing in that, in that post about customer 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 there let it happen and hope for the best. Where you can grab it and take some control, that work across teams and functions and see if they can't shape into something intentional and better. So let's go to the post. It like led to our being here today, like it was. This is a look to two thousand and twenty. It had phrases in it like customer obsession, customers success and, of course, customer experience. What was the motivation there? 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 up that we did at you're welcome the company on with and one of the biggest things that we came to understand was in two thousand and twenty, the businesses that are going to succeed are the ones that are absolutely obsessed with what their product 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 be successful, 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 saying to you right now affecting you? How is it expect how is it affecting your revenue? How is it just how is it affecting the way that you interact with your client? How is our experiencing how is our experience that we're providing 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 made me think of. There's, you know, I early on it was obvious that there'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 and our own outcomes and our own Kpis and all of this, but where we need to get, and this is what I hear in the way you talk about obsession. It's a thought I had before, but you really maybe go back into it. Is I need to be obsessed with your Kpis, with your metrics, your outcomes. Yeah, yeah, I think that's so key. I think it's a matter of and being in sales. I think a lot of times, you know, we hear the term commission breath or you know, everyone's so focused right now. We're at the end of the year and there's discounts and all of these things and and realistically, sure that may push 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's going to keep people being, you know, actually purchasing from you and doing business with your company and becoming a part of your community, is going to be you literally s saying to them, Hey, what do you need to be successful? Going into two thousand and twenty, forget me, forget me right now. What do you need to do to be successful? And they're going to tell you, hey, you know, this is what we're doing and if it's a fit, sure go ahead, but I think where it comes a lot of it is being obsessed with their KPI's and them. You become 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 think it'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 what they 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 if you can give it to them and you can tell them, teach them with thirty seconds to two minute videos or getting on the phone and just having a conversation with them, you know, virtual coffee date, where you just give them 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's where customer obsession comes from. And I'll be honest, people can smell fake from a mile away. So it's key, like you have to be really you really 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 a Virtual Cup of coffee with made them really like is again. Yeah, Hey, yeah, it's really interesting. It means that you really have to focus as 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 people and you know, founders and executives that are listening to the show already know this, but I like to walk it out explicitly. Is You really have to be focused in who you're serving if you're going to be of actual value in that role. You like, if you really are going to adapt their Kpis. You're maybe stepping into a territory that some of their own employees are maybe not even capable of doing. So, like, you really have to focus if 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 want to go, and that does take absolute focus and clarity in what their objectives are. And once you know their objectives, you then have to be almost in internal teammate on their team. And I think that's really where that experience comes from, where you literally step into a role inside of their team every 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 of other people. I'm no longer going to be telling you stories about whatever it may be outside of your organization. I'm going to now have conversations with you and promote things to you that are only going to benefit you because I know everything that you need. You know, for the most part right that has to do with me. I know everything you need and I know that if I provide that to you, that's going to create a completely different experience than anyone else that's doing it right now, and I think that's that's really the key. 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 that post and they have no relationship to one another. So I'll start with the inside that post. There's you know, you mentioned that your twelve year old cousin 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't have that feature or they don't have that, you know, tool set or whatever. It doesn't take that long to build it and in this case even a preteen might be able to out feature. You tell me, what is 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 with their students internally on an APP, and they literally took like one of those platform builder APPs that they do. And Yeah, so he's talking to like district at twelve years old, like to bring it into their like public schools and stuff. So, like, come on, man, like, what was I doing at twelve? Not, yeah, I was playing like Super Mario Brothers. Are something stupid. Yeah, ugly, man ill. I come on, man. Yeah, that's amazing. That's really good. Well, and that is I mean it's the microcosm of the essence of this larger argument that hyper competition, like truly hyper competition, the barriers to entry and so much of this stuff, as we're getting into. You know, everything's going to subscription, for sure, but you know, eating a rise off where, in general, anyone can do it, including your twelve year old cousin, 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 coming into it, but you mentioned that you were coming off of a specific exercise inside. You're welcome, where you were talking about the stuff. What was that day about? What was the goal? And you know how is it facilitated? Just to a quick drive by here? Yeah, absolutely so. It was literally, you know, just trying to figure out how can we 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 and the salesperson picks up the phone and says, Hey, this is x with, you know, this is met with X Y Z, and we help blank, blank, blank. And you know, it was like, well, how do we change that to really draw them into the point where they're like wow, these people like actually care about me because they're they're speaking my language, and that's really what it was all about, was how do you get into the customers language? And Yeah, we just we sat there in the Board Room, put some of those big sticky, you know, pages up and just went down, you know, from pre you know, the the the time where they're thinking about it...

...or engaging to retention, to post and really just continue to worry about the questions that they had asked, their motivations. What what's going on in their head as they're having conversations, as they're searching our website, as they've had a conversation with the account executive at you know, they're working with our customer success team. Like what are they worried about and what are they, you know, looking to gain from the conversations? And you know, I think every company should be doing something to that extent where they really do start to focus and put themselves in the shoes and really, because I think we said that said this briefly about the people at listen to podcast. Know this right, and it's easy to know. It's hard to take action right. It's easy for us to sit there and be like Oh, we need to provide better customer experience, but it's very hard to actually sit down and spend you know, for us it was an entire 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 purchased the product and have interacted with us and said, Hey, what was this? What was the bottleneck? What was the sticking point? Right, and you know, I think that's just super important to really create that ideal customer experience in Twe it. Love it. I getting the customer in the room is the essence in the height of voice of customer. I mean there's no you don't have to try to read it out of survey results or read you know, 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 direct access to to some customers is really smart idea. Really like what you did there. Let's transition a little bit too linkedin. so you write a ton on Linkedin. When did that start in more importantly, why did you start that? 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. I think it was the early, either late two thousand and seventeen. Early two thousand and eighteen and I actually was told by an old mentor of mine I was when I was I was with a fitness start up and he was like and 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 for getting a cold email. Apply from like an employer there right, but he got got on the phone and I was like hey, you know, I really like I'd like to, you know, strive to be where you are. You know, what do I do? And he said content, and I said deal where? And he told me Linkedin. And from then it was articles, it was post it's videos and at everything that I write is specific to the vertical, the pain and the people that I'm looking to have conversations with, because I and absolutely none of it has a book, a demo or absolutely none of it has, you know, really even a call to 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 talked holistic experience, that customer journey. When someone looks at my linkedin product profile, they know ned like my bio on there is literally me, my if they look at any of my posts it's me. If they look at the comments, 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 and you 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 I wanted to go next. You know, a lot of people use that space to kind of prop themselves up or maybe, you know, position their company or whatever, and you chose rewriting the narrative of business. What is the narrative of business in your view, and...

...in talk about the rewrite, like, what's the motivation there? Yeah, so I think really the narrative of business 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 everybody that you know, we cheered on the same teams, we reveled in the same simple pleasures, right, we really we had everyone's back. It didn't matter if what someone did, because you were a towny from Leonardtown, Maryland, I didn't care. I had your back. Right and you get a little bit naive, and that when I left to go into the corporate world and you start, and you know, startup world, you start to realize that that interconnected web of individuals where it doesn't matter what happens, they have your back, doesn't necessarily exist and the conversations you have with a business they're just transactional and and and and people that you thought were best friend maybe aren't best friends right. And so for me I remember just sitting back and going there has to be a different way. I think it was. It actually happened 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 way to do this. It's a really the narrative of business now and my opinion is sort of one of cynicism, and rightly so. Right they've been beat over the head with with poor sales experiences, poor marketing manipulation, and for me it's about taking that transactional experience and truly creating that relational experience where every company that I'm blessed to do business with, I want to bring that smalltown field to 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, because we're in this together, right, we're going to rebel in the same simple pleasures, 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 of what you're doing inside of your community. And so that's a big thing for me, 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 other people 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 bias that sound. That's really where my rewrites the narrative comes from. Love it and and this, the sense of community, is really a big deal. I liked it that you're translating it from, you know, your childhood and communities obviously a buzz word, but it's also a real thing that I've been a part of in a variety of like communities and pockets and circles just in doing my professional work. And I think the folks that are doing that well, some of them even been guests on the show, are the ones you know a lot like you're talking about rewriting. I think they're positioning themselves in 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 maybe just we have something else in common. It just really brings it to life in a different way. And to your point, they people that have your back. And so I also like the way you tied back to this idea of making team you, you know, making your customers keep the eyes your own kpies. It's really good. Here's another post. You talked about the mindset of charging admission, and this is the idea that imagine that your customers are going to pay a deposit to sit on a demo with you and how that might change the dynamic of the Demo really interesting. I think this goes again to this kind of educator role, but talk about what you're what was going on when you're thinking about charging admission and how would that change your approach if 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, I but it's been something. It's been a...

...while and honestly might have been in college in a class, you know. So thank you, professor, whoever you are. I'll be honest. It's been one of those just always in the back of my head when I'm having conversations with people is am I giving them, 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 go and change the game for their business, for their family, for whatever I'm having the conversation with them about? And that's really what I want to evoke the people is I think a lot of times, especially in Demos, I've been in fast for a while and then all across and I think we get into talk modue right, we don't you know, and people say to stop and say hey, does that make sense? Right by like little buy, and I 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 you and really let you know what's resonating and what's not. And so I thought of this as like, you know, when I'm making a cold call or an 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 dollar deposit and we're and it's nonrefundable. They got to give it. They it's five hundred bucks in your pocket today. What would you do differently? And I think we'd ask more question, I think we would dig deeper and I think we wouldn't talk so much about ourselves anymore. I really do. I think that if someone handed you five hundred dollars every single time you had a conversation with them, I think you would really get down to the nitty gritty of what's hurting, what what they need, what their motivations are and in really how you can help them succeed. And I also think you would actually tell 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 in the we're in a society of what right. We're in an information overload society where I can Google and thing and get a billion results. What we very few people are actually telling people how, and I think that right. There is 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 just add one more to that. First, the house, like the really good how post, just to stay with your Google search result thing, you know, the best house gets you with the most detail, get to the top of the rankings. Yeah, and it but to blend it with your educator idea. 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 your organization. Really good. Last one on this kind of like check, check, check things I read on Linkedin that I think you're interested in. You know, spend thirty to ninety seconds on focusing on your prospects ideal future rather than focusing on her or his pain point. You know, like we do a lot of pain points selling, but you drew out this idea. I like, in my mind, as I read, I position very specifically speaking to pain points versus speaking of too ideal future. How do you think about that? Yeah, so for me, I think that was more of a talking at myself almost right. I don't necessarily feel comfortable when people are probing pain and and I know for a fact that there are people that I've had interactions with that are the same way, and I would much rather look at the destination then look at what has gotten me here. Right, like I'm in a really bad spot. I don't necessarily want to look at all the crap that went on back here. I want to look at like, you know, it's one of those things that I heard this one time where if you're if you're travel agent, you don't tell people about all the stuff that goes on until they get to Hawaii. The packing, you know, the deposits, the sitting in a coach seat...

...with your knees getting smushed for twelve hours. Right, you don't talk about that. You talk about all the beach. Look at how amazing it is. And Look, can you imagine yourselves sitting on that beach with a drink in your hand, no worries in the 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 to understand stand the paint right. We have to understand what's gotten them here so that 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 going to 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 to grow? That was tough, right, and you're going to be like yeah, tough, Med but I need to know how to move forward, and I think focusing on moving forward is really a lot more beneficial than focusing on you 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 I mean there's there's some discovery in the pain, but to your just to attack onto your 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, this is my home, like, this is where I live, like, yeah, come on, dude, like, yeah, like this. I've been living in this reality. I already know the pain. Like, now that I've expressed you know where I am. Well, yeah, I love the ideal future. I'll last linkedin question. You do some video there to talk about the power of video from your experience. Why do you do it? And maybe some surprising how comes of just look at that camera in the Lens and talking to people. Yeah, yeah, so I love video. I'm super comfortable for some reason, in front of a camera. Where you from the 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've always considered the video camera at the stage that allows me to go to more people, right. And so, yeah, I think for me the power of video it's it's humanizing. Right, someone can read my post and they can go, okay, dude, look at this guy in the black and white picture on his linkedin. Who is this guy? But when you put me in color, right, you know, and maybe this is me telling myself to put a color picture on my length. But when you want me in color and it's and you hear that, you know I'm real and I I talk and my passions and you know what brings me down. I started something called Ned talks and, you know a little I like to, you know, rip people off like Ted Talks, and you know, I I started ned talks and realistic. All it was was me telling people my day to day and the amount of messages I still get. I haven't done in ned talking probably a month now. I still get messages from people asking about them. Hey Man, you know, those are really helpful because I literally would sit there and go hey, you know, this work, we didn't hit this KPI this year. You know, let me tell you why, and I would literally just share with people my heart, my passions. And I think video is so important if you're real, if you're honest, because we 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 been reaching out. I've had a lot of opportunities. I've gotten business from it and yeah, I mean it's just it's phenomenal. Yeah, it reminds me of something that Steth God and say that he said many smart things, but the one I'm thinking of right now is this idea of you know, I'm not even paraphrasing, I'm just you know,...

...your marketing is good, when people miss it when it's gone. Yeah, right, like there are a lot of things we're doing right now, like I work in marketing for the most part and you know, there's some things that we're doing right now that if we just stopped doing it, no one and say, Oh man, where, where did that go? And that's probably true inside almost every single organization. So I love this idea that, you know, when you when you happen to just like let the time go or you maybe forget to do a new one or whatever people are asking for, it means you're really doing something really good. So I and I can tell from our conversation and from my experience with you on Linkedin that that there's just a lot of sincerity and value and experience that you're that you're putting forth. So I can imagine why people would miss it when it's gone. Ned this side of pleasure it's awesome and love what you're doing and, most importantly, the way that you're going about it. But before I let you go, couple things here. Relationships are our number one core value here at Bomb Im. It sounds like that's probably you probably have some if you have core values for yourself, I'm sure it'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 or mention someone who's had a positive impact on your life or your career and and then secondly, to to mention a company give them a shout out for delivering a great experience for you as a customer. Yeah, absolutely so. First off, I just want I know Stale Du pree. I'm sure everyone knows who he is has probably thanked him. Bale has known dale since two thousand and seventeen now. It's wow, it's been a long time, but you know, he is just really breathe life into me. I think it's probably the best way to put it, you know, getting a kid who had just been beaten down by, you know, doctors for a year, or well, almost two years, you know, and really just re establishing my values and just being a friend more than anything. He's really just pushed my career 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 do pre 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 here and I live above them. I live in condos that are above, you know, retail area, and I go there probably maybe once a week at the most. Right I don't. I'm not a I'm not a frequent frequenter of 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 like it'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 what the hate, where have you been? She knows everything pretty much about me and if I'm low on coffee, she comes and pours it and it's a completely different experience than like a starbucks, right, and I will go out of my way if I'm not at home and I'm passing, I will pass three or four starbucks to go to blind tiger in West shape Florida because of the experience that she provides. And you know, I've been to some of the most niche coffee shops that, you know, promise all these amazing things, right, and I'll be honest, there's no better experience. So if you'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 over the past couple of years is this idea that the thing any of us needs above anything else, I mean, assuming that all of your basic needs are met right, that you have food, shelter, whatever. We just need to be in this is true of every...

...human even people who don't have food or shelter. They just need to be seen and appreciated, like I see you 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 say it's not a complicated order, but what's complicated about it is that you that there are dozens, if not hundreds, or several hundred, maybe even a thousand 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 of them probably aren't. Black iced coffee. Yeah, problems. Is that that special? It's pretty easy. It's like it's ice coffee and black. But that just that, along with your face and where you been, is just this. I appreciate you. It's really, really strong. And of course Dale is an awesome dude and and he is a great follow as is Ned Eric, if you're listening to this, it's just any D Ric K and Dale do pre is dupree, both great follows on Linkedin. I guess I already answered part of this. Last question for you, ned is if people want to learn more, if they want to follow with you or or you're welcome. 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 instagram page. It's everything is Ned Eric any driick, everything is, but Linkedin is 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 managers really create better guest experiences through technology. So couldn't have asked for a better company to work for with me, with my passions and in real estate and in my passions and text and experience. So awesome. Now, this is great, continued success to you. Thanks for the time and I have a great rest of your evening. Absolutely, thanks much. They've been clear communication, human connection, higher conversion. These are just some of the benefits of adding video to the messages you're sending every day. It's easy to do with just a little guidance, so pick up the official book. Rehumanize Your Business. How personal videos accelerate sales and improve customer experience. Learn more in order today at Bombombcom Book. That's bomb bombcom book. Thanks for listening to the customer experience podcast. Remember the single most important thing you can do today is to create and deliver a better experience for your customers. Continue Learning the latest strategies and tactics by subscribing right now in your favorite podcast player, or visit Bombombcom podcasts.

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