The Customer Experience Podcast
The Customer Experience Podcast

Episode 149 · 1 month ago

149. A Blissful Approach to Training Customers and Employees w/ Lauren Bailey

ABOUT THIS EPISODE

Whether we are training employees, customers, or trainers, video is a powerful form of human-centered communication. When someone who teaches trainers explains the advantage of video, you sit up and take note.

In the second episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Lauren Bailey, Founder and President at Factor 8 and Founder at #GirlsClub. She walks us through the BLISS acronym as well as the broken rung, the confidence gap, and the forgetting curve.

Lauren also discussed with us:

- Why there are still relatively few women in sales leadership

- How to apply Bloom’s taxonomy in training

- What BLISS has to do with video communication

- How to solve some problems with today’s BDR role

Here are some links to resources we mentioned:

- Lauren Bailey on LinkedIn

- Factor8.com

- WeAreGirlsClub.com

- USAA.com

Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for Customer Experience Podcast in your favorite podcast player.

L as humans, when we go into andendeavor with an intention that is feeling focused instead of just outcomefocused, then we have a better experience and we show up as ourvessels. The single most important thing you cando today is to create and deliver a better experience for your customers,learn how sales marketing and customer success experts create internalalignment, achieved desired outcomes and exceed customer expectations in apersonal and human way. This is the customer experience podcast. Here'syour host ethen but hay welcome back to the customer experience podcast we'redoing something special this summer in a couple different ways. First andforemost, i have a co host now: steve passon, elli, longtime friend, longtime, team, member chief marketing officer at bombon, coauthor on ourfirst book, rehumanized your business and co author on our fourth coming book,human centered communication and on this book, which releases an october onfast company press. We engaged eleven of our expert friends to contribute,and so now we're hosting them this summer. Here on the podcast stevewelcome his co host again and who do we have up this week? Thanks ethen yeah,i'm excited for this one and yes, i'm probably going to say that each andevery week- but we have someone here that has an incredible background.Twelve years as the founder and president of factor, eight, which issales, rip and manager training company, she is the founder of girls club, whichbombum is a part of girls club. We have. We have multiple women at bomba ingirls come and men actually for for that fact, women and men and girls club,but girls cop, is there to help women gain the skills and the confidence andbuild encouragement in the sales position and lawrence a sales hackercontributor as well. The first time i...

...met lauren, though, besides all ofthose things, the first time i met her. We were at a conference together and wewere about to get on stage and we were on a panel and i looked over and i'mlike. Oh, she she's got a beer, she's got a bigger and bringing that beer upon stage, and you know what like it was. It wasn't to gain attention. You knowthis is what i think of when i think a larn she's not afraid to be herself.She was like. Oh, i just wanted a beer. It was later in the day it was fouro'clock, it wasn't an attention grabbing mechanism. She was thirsty,she wanted to be, or she was going to do what she wanted to do and that's whyshe's successful has he get out there and she does it so welcome to the showlauren bailey. Thank you so much steve. I had forgotten about the beer untilyou just said that, and the story behind the beer is that i had done amain stage earlier in that day and botched it to a level. I'm not sure ihad in the past, and i was like so that's over- may the bear. I need a beer, so we'reet to talk to today about people and process, because that is where really,where you thrive, getting the most out of people, training and encouragingpeople, not just women, of course, but just people to be more human throughoutthe sales process and so eat the mon. You kick us off with our first question:yeah we're getting into all those themes, and i love something that youshared with us the first time we interviewed you for the book, which wasthat you view training as human development, but before we get intothose themes, will start where we always start on the show larn, which iswhen i see customer experience. What does that mean to you? What what doesit conjure? What do you? What does it make you think about millennials working at harkins movietheaters, who could not go slower to get me pop corn? It makes like i think,of a bad customer experience, and this is what happens when you startgetting old, and you know the next generations generation comes in behindlike these kids. These days...

...i find myself often bomon service and apoor customer experience from my own customer point of view whether that'sface to face virtual be to babs, but i really i mean that speaks immediatelyto the theme of our conversation, where we're going to be going, which is in mymind, that's a cultural issue. It's a training and development issue. It's amanagement issue like it's, obviously not sufficiently a priority in thatorganization to let the process issue because i, as a is many times, if youput a ton on the popcorn right and one on the side of us and somebody else,mops up and rings up like we feel like we would have this. I mean by mid movie, we double the revenant yeah good. So laura monaco talk to us alittle bit set the stage with the factory customer. Who is s yourcustomer? What problem do you solve for your customer? How do you think aboutcx at factory at yeah yeah? So ninety nine percent of our customers are vicepresidents of sales and they find us because something's changed right. Theymay have previously had a field sales team and are moving to the inside orvirtual. They have proven the concept of virtual selling and or go on a goalfrom you know a five person sales force to a d, fifty five person sales force.They have a bee, had growth goal, a different go to market strategy, orthey just got some really great reporting and dash fording tools, andthey looked at their efficiency on ramp time and decided they needed some help.So they come to us to get those big spikes in top line revenue right toteach these kids to have a self and to help engage themin a way that they will stay in their organizations. That is only one out ofevery. Maybe ten calls where you get...

...the leaders like look, i got to developthem and not just to get to quota. I got to develop them to keep up longterm. I want them engaged. I don't want this to be an event. This needs to bepart of our culture and we want to outsource that so that we can do itbetter. We love this really interesting. I love this focus on retainingemployees. Obviously, there's a huge i mean just speaking to efficiency.There's a huge efficiency play there to like these people. You, you selectedthem. Well, you hired them. Well, you on board of them. Well, you engagedfactor rate to build them up and why, wouldn't you want a focus to be keepingthem in the fold? So let's talk about that in the customer experience becausethe stat ill drop. Ninety eight point: three percent of all stats are made upon the spot. The stat i'll drop is that people spend about ten ats onrecruiting than they do on training right. It's sort of like bailing outone side of the boat when there's a hole in the other and not like. If youwould train them, they would stay so in multiple studies will tell you that butthey're also putting the money in getting the person not where it matchesthe customer experience, which is also the training side of the boat rightbring in people, but then teach them how to give your customers a betterexperience and you're getting two birds with that one: stone, yeah really good. Let's do the samequestion but girls club, who is your ideal customer at girls club? Whatproblem do you solve for them and how do you think about their experiencewith you, and you probably have two customers? Probably great folks like us?Well, we engage in a variety of ways, but then, anyway speak to both of thecustomers that you have so girls club was built to change the face of salesleadership. So at a conference like you and i were at steve, i got asked to siton one too many panels about. Why are they all women, like you and you know,in sales leadership, and we wrap up the women's breakfast and you know, put itto bed and have the same conversation...

...next year and in two thousand and noteven to say the year, but a few years ago i was like i'm done with this. Ithink i can solve for it, and my theory was. I think that we don't have enoughwomen in sales leadership positions, because women aren't applying at thefirst run, and i later learned, it's called the broken run right, we're notmoving from individual contributor to manager, and my theory was we're notdoing it because we're waiting until we could do the job perfectly beforeapplying we're sitting on our hands and again since then, i've seen the studyhp, put it out as called the confidence gap, and it basically says that a womanwill not apply for a job until she feels she can do it. One hundred percent perfectly, which is just silly right, because this is a jump at you'renot going for another sales. Jogger going for management job and everysingle company in the world promotes a top wreck to manager. Fifty percent ofthem failed. Then they think about training them. That's why i have abusiness anyway, girls clubs customer is about taking that super high,achieving ambitious awesome, female sales rap and helping give her thetraining, the skills and the confidence to apply and get the managementposition and we've a seventy percent promotion rate for individualcontributors up to management. That's before the programs over in six months,so it's working and their experience is. I hear good thanks. A hundred percentwould recommend it to a friend and it's always like the favorite hour of my dayor the girls club calls they're, passionate they're leagued in they'reengaged. They just are soaking it up in a fantastic way or other customers arecompanies right who are outsourcing leadership development to us, whilehelping check off the box for diversity and inclusion of helps check off someboxes for recruiting. If i'm honest right, we also have a lot of sponsorsthat come in and play because turns out. We've got this cross section of reallyincredibles sales, people and leaders...

...across all different industries andthey're. A super engaged in passionate group, so famon plays in all of theseareas. You've got proteges learning right, you've got mentors in theprogram. You've got advocates who are putting their people in the program yousponsor. In fact, i think what was the ally of the here? What did he win? Yeah, i think with you a an ally of theyear yeah, i'm a yeah. I think it was ally of the year yeah. It's it to have a sea level of a founder andwrite an executive spend the time mentoring, unheard of we love it.Everybody loves bomboma's, cut awesome. I hear nothing but good thingsinternally, as well from the various levels of engagement, and i think,baron actually our president who mentors gets just as much out of it asthe mentes, because i'll tell you every week he comes in and when he talksabout in the leadership meetings when he talks about his mente and actuallyhad a few now, i think, like the conversations that they'rehaving what he's learning like it's it's a two way street. I love that hebrings that up in your leadership meetings. I just doesn't a cover yeah,and you hear that story all the time i get as much out of it as as the peoplewho i'm engaging with not just girls club, but any any kind of likementorship thing, volunteer work et cetera. So i hear it all the time i getas much as other people get from me and it so a lot of interesting things arechanging. The face of sales. You've already touched on kind of thisimperfection piece and the discomfort with imperfection. There's a confidenceplay there. Let's go kind of high level, so your background is in training, aneducation, your global director of training sap. For a couple years. Youworked for a company where you were training inside sales teams forcompanies like ibm, sony, h, p, panasonic, bunch of brand names, andyour stated mission. I forget whether this is from your website or from yourlinkin profile, is to help more people...

...feel confident and successful at work.And so let's talk about that process a little bit, it seems hard to train tokind of feelings and emotions like when i read words like i want to make peoplefeel a certain way and that's my mission to do that with my backgroundand training and education and my passion for like talk about thechallenge of training to feelings and education. Not just go here, click this.Do that turn that thing on and then tell her you did it right. One of theyeah is, is that, like you know, my classes are filled with twenty fiveyear old men and if they knew i was coming into train of feelings. I say meout of there, but i think that i mean that is an interesting dynamic in thewhole thing too. Oh god, yeah yeah, it's like first, your second job right.I think that as humans, when we go into and endeavor with an intention that isfeeling focused instead of just outcome focused, then we have a betterexperience and we show up as our vessels, and i learned that true girlsclub right like i was really scared about what i was doing and when i callpeople to say hey do you want to. You know, give me money to help do this. Itwas horrifying like flop, sweat, kind ofnervous and- and i found very quickly that when i started my days sending theintention of i'm here to help people and today i'm going to feel proud ofthat and i'm going to invite people in that journey with me verses. I'm goingto sign three today like that, was me in a sales mode again and had been along time and the intention made all the difference in the world and so thatworks as a trainer. It works as a sales. Later it works as a ceo right sure. Ineed to cover this in the meeting, but my intention is that people are goingto leave feeling valued engaged excited.

Whatever and i think that confidence islike the great elixir in life- it's oxygen, it's right, especially in salesand that's what we focus on a lone in girls cup, and so i want them to feelmore confident, dialing the phone again and again casalis a confidence for it,a hundred percent. You can hear the difference in sales cost and it's whywe lose people, it's no fun to be rejected and it's scary to pick up thefunk and it doesn't go away right. I mean i've been doing it and training itfor thirty years and i sweat through my clothes, making those first calls andmade every mistake. I could right the stuff, i've been training against foryears and i did it. So i think if you don't call attention to that, if we gointo it and say oh well, first of all, here's your script, don't get mestarted and set. You know say i like this: don't be yourself and then, bythe way it be perfect and all of us are perfect and don't have it up and thenthen nobody has any fun and we wind up feeling like failures and impostors andnobody likes getting up in the morning to do that. So if i can teach the rightskills in the right order that build confidence, then people feel successfuland specifically what that means is helping people get small winds fast. Soi like to call them first face skills, member money, ball, yeah, okon days,you can't get home if you can't get on first that sails right, i'm not goingto start by teaching you objections and product and super complex blah blahblah. I'm going to teach you how to get the guy to answer the phone, i'm goingto teach you how to get the guy to call you back, i'm going to have teacher howto get her to stay on the song with you past thirty seconds and and then i'mgoing to celebrate those winds because they're a big deal and boom all of a sudden i've doubledtalk time with four super simple skills who we teach everybody. First and nowyou have a chance to actually do the...

...job you were hired for, and that buildsconfidence, and i go home saying no. I didn't sonny thing that i got sixpeople to talk to me today. I thought i'm not a five. I i can't wait to do itagain tomorrow, which feels so different than so many other workplacesright, yeah, yeah, your podcast player to listeners. Your podcast player has aback button. Mine is sixty seconds back, an apple podcasts. It's there for areason: you're going wang to hit that thing like two maybe three times,because we do away share their larn on intent, is so important, like the waythat you just broke down how activity relates to the desired outcome of thisconfident feeling this thing that makes all these other things possible. It'sjust really smart, so you're intent in the approach to it makes so much sense,and i think we lose that so easily because we're just always focused onthe score board or were focused on the outcome or whatever. I love that just aquick follow up on it. How do you prevent backsliding like, especiallywith regard to like teaching feelings and approaching this confidence, or istraining for you and your observation and experience? Is it always like twosteps forward? One step back like? Can you lock in confidence, games or likebecause my feeling is it ebbs and flows like in the o? I do creative work, idon't do sales work per se and you wind up with the same kind of impostor lackof confidence. Good days bad days, you can can focused on like the workproduct, so talk about like maintaining winds and building on them versus liketoo much backsliding yeah hundred percent. If there's two different waysto look at that answer, one is: how do you prevent the bat side of the goodfeeling of the confidence of the creative zone right and you? Don't? Even youcan't maintain the zone forever? You know that right if you try to force itafter eight hours of writing, it ain't going to happen same thing with salescall. So i think that you respect the even flow and you get to know yourselfand your body and your rhythms, and...

...this sounds like an always sanitary padcommercial now, but it's like you know just like i'm, not good in theafternoons and i'm better in the mornings and after you have one win,you do three more because you're at your best and when you get kicked inthe teeth, you walk away and you take a break and all of those right, there'sso many tips and tricks for that. It's really mental toughness and agility andself knowledge, i think, is critical to that. We start there on the flip sideof that. If you want to go technical training. Backslide is like the onething everybody in the world knows: it's called the forgetting curve, it'ssort of like. If you ask a hundred, then about fashion rules, the onethey're going to remember is don't wear white after memorial day. If you ask ahundred sales leaders about training, they're going to know about theforgetting curve right. Eighty percent of what i train is gone within twoweeks and they're not wrong. So here's how you prevent it number one. You haveto use it right away. There's training, geek thing called blooms, taxonomy oftraining objectives, and what that means is wait on the easy side. I canrecognize something or define it right, but we on the tough side i can createusing the concepts i can make decisions about it. I can apply it in differentscenarios, so it's the difference between saying, define a good intro andexecute a good intro in three different scenarios right so who ever wrote this?Mr bloom, sorry, if i'm butchering this right now, but good training, alwaystrends, this direction. Okay, of course, you're going to forget the definitionof it, but when you have processed it enough and to use it and apply it onthe fly you're, not forgetting that, so what we try to do is inte grate, thatall the time and it's been challenging...

...in a virtual world, because in personwhat we did was learn it practice it go, get on the phone live and do it andcelebrate the crap out of it right, even a tremendous, disastrous failure.We give out a guest card because you got to find the at. You got tocelebrate the failures to celebrate the winds right and it gets people tryingand when they try and it works they get addicted and if they can applyit five times before, we believe we've got a fighting chance. The second halfof that is working with their leaders. If you want a skill to stick, it has tobe talked about by their managers and reinforced by the managers. Trainingmagazine did a study i'll keep it short, but the long an the short of it is thisof all the training giger. I could pull out right now. There are two top thingsthat will ensure that training is effective and by effective i mean usedand applied correctly and sticks. We beat the forgetting curve right andit's not how i design it and it's not willing to text on me or don't learningtheory, it's what the manager says before the class and what the managersays after it past. So we integrate the leaders, which is we're doing in girls.Club right an advocate has to be involved because if she does it in avacuum, so these are the ryeh no not at all. These are fantastictips and i'm sure a lot of what you just went over is transferable to thequestion. I'm about to to ask you, but i'm wondering if there's anything thatpeople that we or anyone else should double down on and training, becauseyour whole job is to train salespeople and vps and managers. We need to trainpeople at bomba all the time on how to use our product and the forgettingcurve applies to that god, bathering...

...tips for us and for other companiesthat need to train their customers and change their habits. When we can'tstand in front of them all the time we can't get them on the phone when whenwe want what are your tips around translating that to customer trainingand they outnumber us a thousand to one that you know like a great statement tohave dele champagne problem, i e there col ideas, the first one is, you have to keep it short and you haveto keep it fun. Okay, every time a training video comes from bombum. If iknew it was going to be thirty seconds and left, and i would laugh, i wouldopen it right. So that's i use a model called bliss. I made it up, so don't golo. The bee is buying right and that's like anybody at the beginning is goingto be saying like here's, why you should listen to me. I'm super credible.That's why you did my bio at the beginning. Right and some of that byanawas just getting people to lean in and that's where the audience is different.Your audience for this cares that i'm an expert in sales or training orbehavior change or, however it was we pitched me right, but your audience ofthe customer cares about. Am i going to be able to do something cool? Nobodyelse. Can they care about? Is this going to be a good experience that hereabout? Is it going to waste my time like what is it they value most and then that's your buyin in the blissmodel and i'll give you a few more tips in a second. But let's talk about valuefor a second. I've had a lot of fun training all over the world, and ithink that what customers care about aka prospects, customers, employees,your wife, are in business, especially our six core guys and they all bubbledown to one of these okay and by the way, this is a cheat cheat for turningfeatures and functions and to benefits because two thirds of sales peoplecan't do that. Let's see if i can...

...remember all six, i have set myself upto sail the first one is time, don't waste it or say that your customers definitely care aboutthat right. The next one is money. So how ami going to get a higher commission check? How will i get more peopleresponding to my email? So some of that's just your subject line. It'syour click bait right, apply this and increase your open rate. Seventeenpercent thirty. Second video. I love how mama does that right is as areright. There play twenty second video. It helps you guys know that time. Youleave with it right there in the apt, my open rates and click through andredrest or the triple. When i do a bom bom video, always always all right. Soyou've got your time. You've got your money. You've got recognition forlooking good, have the best videos on your team, something right. So it'slike stas ease or quality of life right, make doing outreach ten times easierthan you've gott power, and that usually speaks to your purchasers rightwhere it's like. Oh in your rap, you can control what everybody else doesright in your version. You can, you know you can see everybody's video, soit's like control or power. People also care about levers, other people's names.You can't do that on the one. A thousand and multi customer really kindof thing, but people pay attention to that. So what's been fun is, as i woulddo this and we would like quiz it all around the world. We've never added one.No, we did one. I just have fine, but in all that time i mean, but that'sit's true in singapore and it's true and so hollow, and it's true inbarcelona and those are human, intrinsic molars and when you can alignto those as you get by in jolis, ns stand for anything in particular thatby in peace, was fantastic, but like no joke now you got me taking notes and ifeel like i can't move on until until i...

...get liss or whatever right, where iwant you and my able play well dog so by him elis the learning right. Here's right,i have to impart the knowledge and there's right and wrong ways to do itand like the way you did it in college is completely the wrong way. That's allwe spend hours that right. I is for integration like this is where you haveto make it fit in my world. Don't weave it out here in thistheoretical blah blah blah? How does it work in my world right so for bombon?It wouldn't be about. You know like just making better videos. It would bein my sales outrage kind of world to get customers to open it, get them toreply to like talk to me in language i care about, so it fits in my worldright assis for synthesis. So the truth is i'm going to do a video, but i'malso going to send emails, and i'm also probably going to be my outrage tooland then i'm going to be, and so, if you want to skill the stick, you can'tkeep it in the vacuum. So when i would teach new hires, wewould make sure that we were role playing sales using the productknowledge while listening to real calls and ghosting in the system, becausethat's real life, so you have to symthe it with the other skills and then, bythe way, you're burning the neural pathways and you're connecting it right,your ons at fire together. Why are together and what's the last s, support,there's a manager again, so you can't just have a flavor to want to be done.You've got to talk about it again and again and again and reward it rightlike. If you ever watched a dog training video, we don't do like wedon't change as humans for the hell of it. There has to be something in it,for us has to be reward to get us to do this behavior until it becomes a habit. I'm just impressed. You remembered allof those. You know. I've been i've, been teachingtrainers for decades, and it was just this year. I was like tinovao, whatevercustomer, to paid me to trade, their...

...trainers, and i don't do that. Normallyi hadn't done it since sap days, and i was like you know, yeah that i'm afancy consultant. I should name this model is a mad as like perker, i don'tknow what it was, but that bliss, i think, works right. I pos jery pleasantin it. L, let's up and if you remember it accomplished its goal right, likethat's the whole point you know of the model, so you can remember, and youdon't forget a crucial step. I'm a e trari want to go back to something thatthat you said to us in a previous interview for the upcoming book humancenter communication and i'm going to quote reps are getting dumber and it'snot their fault. That was the quote they're over told over specializedleaders are trying to focus on too much on the science and not on the art. So iwant to dive into that art verse since people verse process to kick off thisquestion. Why don't you just talk a little bit about the problem with thebedr role right now m, my god right. I think we can like. We can think ventureback sass for this, because their model, literally, is one out of ten, is goingto make it right. I want to be so far up into the right: it's not a curve,it's an exclamation and to do that level of growth. It's not sustainableand everybody knows it's not sustainable, and literally i had thatproven to me a week or two ago, a venture for called us and was like. Canwe have a copter you into these different companies? So you can go inand get this rapid spike and we started talking to them about how we partnerover the course of a year and how we do long go and engagement they're, like t,you know, probably sell it by that. I don't really care if they keep it orthey like it or they stay. I just i mean the spike and i that'sthat's where we are and so to do that...

...you get an machine, you build a process,that's tight! You integrated into your tools, you put three more systems andprocesses around us. So you're, like your kid, you know what i mean: you're,surrounded by the machine. You give each live body of script and you thinkabout just recording an you look into that software tool too, and you go manand you spend a lot of money on hiring and you throw them on to the enginelike coal right into a fire or locks on to a fire, and that's the bedroll. Theother thing that's wrong with it. If we like to edit that out, because we havelots of friends in venture capital- is that it's super specialized, butit's super specialized on literally the hardest part of the job that nobodylikes, and it's everybody's first job in sales and that's okay, but we'rebasically teaching all the twenty three year olds to hate sales and they areexiting faster than they ever have in the. How do we can an? How do you finyeah? How do we fix it? Yeah gosh, of course, one of the firstthings that comes to my mind, steve is you're going to educate them, payyou're going to spend six months doing this really shit job. But while you'rethere we're going to be teaching you about how great the next role is, we'regoing to be preparing you for it, you under tool it and process it a littlebit. You give them some road to be human and you quilt, giving themscripts, and you know cadence tools and you help them, learn the. Why, behindit and celebrate small winds and like just get human on the sales force inthe sales floor and educate them to their learning this craft? If you willthey're learning a profession they're being carried about as humans, can youhybrid the role you know this idea of specialization has been around herunder a decade and at this stage it's...

...proving itself to work? I don't know ifwe'll say the saying in another ten years, because i'll tell you twentyyears ago. The problem was that i have a ton of great raps on my team and assoon as they built their books, big enough to not have to cold call anymore. They did not. So do you specialize it it's working, buti think we just need to rehumanize it. So if you want to hear more from larmbailey or read more from baren batley, you got to pick up a copy of ourupcoming book and lauren. I know you were obviously a big part of the book,but you haven't read the other chapters of the book from the other contributors.So is there? Is there a person or a particular chapter or a topic thatyou're super excited to dig into? It's really going to be good? I'm pumpedabout this. I saw a little bit in different versions. I may not have beensupposed to fell forward to that, but i'm instantly engaged. There are acouple people i know in love and i'm going to flip to their chapters firstafter reading my own obviously, and then beating myself up over it julia sojulian, on used to be an actress and i've never gone in like youtube ter oldstuff, but i'm in a woman sales pros group with julie and she's just good.She has session for us on how to engage people and how to use acting skills,and it was fantastic and she also looks like she could read the news at anymoment. Right like i aspire to that the phase it like ifjulie, hanson, watches this sorry she's gonna call me not elbe. We got to talk.What are you doing with your faith? All right? I also am a huge aggressi fan,mario and ivica titia's cold. You know she hang lives. No, she five yeah she'sbad as there is, is past yeah, she's...

...awesome. I've had her work with girlsclub, i'm building a social network and profile and both of them. I mean thatis a business that changes rapidly and they have serious tips and hacks. It'snot the standard clean up your profile and blah blah blah blah blah. Theyteach people how to stand out and do it a little more human they're, very realover there yeah. They really are- and i think i don't remember- i can't believei don't remember this exactly, but i think you're back to back to back. It'slauren bailey, mario martinez, junior, viveka rosen. I believe i think it sit's kind of fun. Putting the chapters together is come on next eap like likethey all compliment each other. They make this really nice hole. But how doyou see quence it? The right way is to move on a lot yeah. We a po around. Weneed to help your listeners here kid. Oh sorry, this mix a what you would do. It's like e one stepafter going out, but a step before i love you and meet the parents, and thekey was if he didn't take the little things right out of the top of thisplastic tape. Did we hold in an hour or two of making this mix take which tookall weekend you take right over it yeah totally. We could always just scotchtape right over those tabs and it would just act like it could be recorded o.It was like four years later i learned that right, like i'm, making this mixtake for a guy and i mess it out with him. Like you know, i didn't like himthat much anyway, i should yeah do never, making a mixtape again breakingup with a guide to update that reference. I think it's a spotifyplaylist or something now something like that. So for folks whowere listening, this is our second interview in a series that we'rerunning all summer. You've already heard some of the names that'll becoming up in the series we already released our conversation with dan tire,one of the original team members and a sales executive at hub spot. Comingsoon we have worgan ingram. We have mario martin as junior. Of course, wehave vivian rosen. We have julie hanson.

I think next up might be dan hill who's,an emotional intelligence and facial coding expert. We had a bunch of peoplethat we've brought into this conversation all about treating people like people, making sure that we createbetter customer experiences and employee experiences through humancentricity. You can learn more about all of these episodes at bombo, sashpodcast, and you can also learn more about the book. A bon o bat com, slashbook steve. We can't let lauren go yet. What do we got for yeah? You need athank or mention someone that has had a positive impact on your life or career. Anyone and one. My first mentor wasbruce mimung bruce hired me to start the training department at that company,where i was training all of the outsourced, tech vendors and sent mearound the world to train for im and then hired me again at sap, and we talkevery single year to has long retired. I feel like he was the first person whoreally who saw me as a person that makes sense that wasn't here to fill aroll and just get something done. He opened our relationship into havinghuman conversations and talking about family and i've had line disease forthirty five years, and he learned about it and like got to know that and caredabout my health and we talk about his marriage now and you know like we'rejust we became friends, but he did it in such a beautiful way that he alwaysdanced the line of on your boss, and we have tremendous respect and i care about you as a human beingand the most important thing he taught me i'll, never forget was l b if you'renot pissing, some people off, sometimes you're, not trying hard enough. Thatsounds like you, too. That just sounds like something you know that i mean iwas in my s and s and just learning...

...that people were calling me a bitchbehind my back, which any successful woman has that moment and story, and wecelebrate it in girls club now, so that they get that it's just bisn't guys.It's there right, they're going to be a tough executive and i'm going to be abitch. And if i don't learn to celebrate that and own it, then it'sgoing to haunt me and hurt me- and these was a big part in me- gettingthat right, and that was good. That was, itwas beautiful and i'm sure that ad vie a million times since yeah, i'm suresome people were upset that you brought a beer on stage but you're like for you before we let you go. This is your opportunity to shout out acompany that is just doing customer experience right. It could beyour favorite brand. It could be something you bought recently, who isjust killing it in the customer experience scene for for l b, i'll tellyou there's i've had to go to answer for that for twenty years who'scurrently on the edge i'd like to hear it that one instead sad but true, it's us aa, usa, a does insurance for veterans andfamilies of veterans, and i would literally call them once a year and belike what else do you sell, because i've had such an amazing experiencewith my auto insurance, my home insurance and right? Have we gotteninto business? Yet do you do health insurance? What else can i buy from youand they just make it a really fantastic experience and they solvethings quickly and they've got great staffing numbers and you don't waitforever and the rates are good and they solve it. The first time and all thatfantastic, i think in the last year or two they've struggled a little bit,probably with staffing, and you know losing some different parts of workforce or possibly even in going virtuall et cet, but i'm sure they'llstand it back up again. What was your...

...answer? It would change. I see i don'tremember. He steve was my guess on episode. Six of this podcast. I thinkthis one's going to be something like one hundred and fifty ish. So it's beena while steve. Do you have an answer for this one? I got it yeah. I think ijust told you about this one, a couple a couple o weeks ago or a month ago.It's a it's a supplement company, but it's notreally supplements it's. It's oregons! You know. Organs are supposed to bereally really good for you, and you know some people find them disgustingand there's this supplement company called an sexual supplements whichallows you to get free stride organ so like heart and pen, the by the way forthose listening, not human organs, he will not got your liver out and put youin the bath. Tub of ice may no cannibalism here, but but yeah theowner sends you an email and asks you like e. Is there something you'retrying to solve for how you know? How can i help and then he, when yourespond, he actually responds back not with a templated message and then filesup like a month later. He was like hey how's gretchen doing with, and it's so.He sends personal messages to every single customer. That is his only jobas he sits down and he emails all of his customers. It's phenomenal and theproducts are great if you're looking for supplementation, that's not a bunchof chemicals. What's the name of the company again ancestral supplements hisor someone and by the way, totally human. That was a human experienceright and that's what made it better and not just that. You know that it'sanother human on the other side of it, who is allowed to act like a human buthe's seeing steve and his wife as individual human beings with uniquebackgrounds and unique things that they're trying to get done bysupplementing their diets and things and the dude listens and obviouslykeeps notes. I don't know curious, know what creuses, because he obviouslyrelies on it. I don't think it was popping open that email chain to diveback in, but but what did he do better...

...with video messaging yeah, you think sofor sure i tried to send him a video he's using zenda, because i saw thezendeh on the on the bottom and i don't know if my feel got removed orsomething, but i tried to tell er oom does have aendes integration. Also, usa, a does come up in the book human centercommunication. We cited a piece of research that was kind of trying tofind the most human brands and they actually win it. So, for for your sakeand mine, i'm also usa, a customer. I hope they do get it all put backtogether for you lb before we let you go last thing: how can people follow upon it like if people are listening at this point? I know that they want toknow more about lb lauren bailey. They want to know about factory, they wantto know about girls club. Where would you send people to follow up on thisconversation come find us at factory, or we are girls. Clum do not go togirls cocom at work that will get you in trouble. Okay, we are girls, clubcom factor in the number, eight factor com and she is lauren bailey you'reawesome thanks. So much for spending time with us again think really join in.It was a real honor to be asked to be included and i've enjoyed it ever stepaway. Too often, you were overwhelmed by the amount of noise in your inboxand slack in your linkedin messages and every other channel and medium you useand guess what so are your prospects, customers, employees and recruitsdigital pollution? Is the problem? Human centered communication is asolution from the authors of the best selling book rehumanize your businesscomes a new book human centered communication, a business case againstdigital pollution, featuring expert insights from leaders at companies likesales force hub spot and ven gressa, giving you proven methods to earnattention, build trust, create engagement and enhanced reputation,helping you connect and communicate more effectively with the people whomatter most...

...learn more and pre order. Your copytoday at bombumba, and ask about special packages for your team, yourcompany or your community by emailing book at bom, bom com visit, bom, bomcom book or email book at bom bambo. Thanks for listening to the customerexperience. Podcast remember. The single most important thing you can dotoday is to create and deliver a better experience for your customers, continuelearning the latest strategies and tactics by subscribing right now inyour favorite podcast player, or visit bom bombo podcast e t.

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