The Customer Experience Podcast
The Customer Experience Podcast

Episode 152 · 1 month ago

152. Creating an Environment of Continuous Coaching w/ Morgan J. Ingram

ABOUT THIS EPISODE

Taking a teaching focus means truly listening to and identifying with the customer, and it’s built on a continuous coaching environment. To learn and to teach takes agility, vulnerability, and relatability. Find out how a 3x LinkedIn Top Sales Voice cultivated those traits in himself.

In the fourth episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Morgan J. Ingram, Director of Sales Execution and Evolution at JB Sales Training, about personal communication strategies.

Morgan chatted with us about:

- Why no single role “controls” the customer experience

- What he learned from being open on LinkedIn

- How to become one of the 2-5% of people who take action on what they hear

- Why becoming relatable and vulnerable was one of his best career moves

Check out these resources we mentioned during the podcast:

- MorganJIngram.com

- 1UP Formula

- The Ride of a Lifetime by Robert Iger

- Ralph Barsi on LinkedIn

- Stance Socks

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 the Customer Experience Podcast in your favorite podcast player.

The two factors really is relatable Yand being vulnerable, and people could feel that, because they're, like Ohyeah, like he's not coming from a place of like I'm better than you, it's justlike I'm just guiding you in a journey and hopefully you want to come alongand learn some things. 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, achieve desired outcomes and exceed customer expectations in apersonal and human way. This is the customer experience podcast. Here'syour host, eath and beaute hey welcome back to the customer experience podcast.I am Ethen your host and I'm joined by a seasonal co host this summer, StevePassonately friend, longtime team member Bombombay, on a book that Iwrote with him. Rehumanize Your Business and Co author on another bookthat we wrote. That's releasing soon check it out of Bombombay book iscalled Human Centered Communication, and for that book we engaged eleven ofour expert friends to inform the discussion about digital pollution,human center communication and the best path forward. Steve who do we have thisweek excited this week for Morgan J, an Gerome he's the director of salesexecution and evolution, which is the sweet title by the way at J v SalesTraining is the creator of the one up formula podcast three times linked intop sales voice, creator of the SDR chronicles and what we really likeabout Morgan and why we asked him to be a part of the book is because he leadswith the heart of a teacher. If you follow Morgan on Lenten, you fill themonline you'll see that he posts with the heart of a teacher, he's training,he's educating, he's engaging, and so we couldn't think of a better person toinvolve in the book and the podcast all right. Well, organ! Hey! I'M I'm happy!I happy to be here. I always enjoy...

...interviews with you also excited tohave into another conversation yeah. So we'll start on this show where wealways start Morgan, which is customer experience when I say that what does itmean to you. So this is really interesting that this question iscoming up, because it's been something that I've been studying like very hardcore for the past like three months and when I think of customer experience, Iimmediately think of Disney and everything that they do right to therisk bands to how the help people, even if I don't. If you don't know this likethis- is when I was like Disney's just crazy. So Basically Walt Disneyliterally, would buy pretzels snacks and eat it and c how many steps so thathe knew and when he was done with the snack or the piece of food and say weneed to put a trash. Can here, but it's the most widelie. That's crazy, likewhat's doing that. So, like I've, been doing a lot of studying on the customer.Experience of VAPP like how to like basically make people feel special withVIP programs and making them feel a part of the entire experience. So so myanswer is when it comes to custer experience, it's about making peoplefeel like they're part of the ward up in air quos, the community, but I thinkit's actually making them have an emotional feeling and bonding towardsthe brand just beyond a logo that you see right when you go to Disney worldright and you see Mickey Mouse like you, I want to take a picture with MickeyMouse, but and I'm here in Atlanta six flags- You I'm not Goin, to take apicture. Anybody at six flags, I'm just trying to ride the rides but like if Iare Tis like Yo, we gotta get picture with Micky Right Star Wars, the samething so like that's. What I think about customer experience is likecreating an emotional bond with the customer, so the retention levels arehigh and also they're willing to be advocates and share their experiencewith others yeah. I love it well done in that emotional connection. Is thething so fun to ask that question to people with so many differentbackgrounds, and I love that you're diving into it. I think it's animportant conversation and happy to have you in it follow up on it and I'llask it and kind of in two layers like...

...one. I know that you're teaching andtraining and engaging with typically sales teams in a variety of differentorganizations, so for maybe what you've seen in other companies and maybe howyou think about it at JB sales, yourselves, do you prefer to think ofit as like, a role or a title, or a position or a responsibility of aperson or team, or you prefer to think about making experiences for customersbetter through culture ethos kind of this transcendent thing that everyoneis engaged in like what are you seeing out there so yeah, let's go. This isthe first part in terms of does one role control the experience, Ithink the dance on that is no all roles control the experience. So, let's givean example. So when I train US drs, I tell them that you are the firstcontact. Typically, if it's a net, if it's Nat, new and cold for thatorganization, to know what you're about so if they have a bad experience wheree your email is not as good you do a connected pitch. That's like going tomake someone annoyed or you do a cool call. That's really off, like that's afirst impression right and now they're going to be like. I don't really knowif I want to deal with that brand right, and so so SDRs deal with the customexperience because they're the first touch it's the same with the a e likeaves will hop on the call and the person will be like hey. Have you doneany research on my company and they're like no, and it's like wait what solike? Now? I don't. I don't really care about this conversation anymore, likeI'm, trying to get off this call as fast as possible, so the customerexperience is not just when the deal is closed and it's not just for someonewho is in customer success or customer experience. The experience is the salescycle right. I want people to feel comfortable and I want to be relatable to the buyer,because if I'm not doing those things, then why would you buy for me and alsothe buying process should be made simple, not complicated, right, themore complicated? Something is the more you like yeah, I don't. I don't want tobuy this like you're, making this way...

...too hard for me and I think, a lot oftimes the sellers and when, when we train people- and we coach people isthat you have to really be focusing on. How can you make this of greatexperience for someone right, because you canalways go probably find another product that does the same thing similarsummaries right? It's the same thing as when you go to the dentist like. If thedentist is give it a good experience is like right, cool MIT's, gonna goanother Dennis came on. This is out here right. So it's the same thing. Youhave to come into the sale cycle and be like. How could I make this a greatexperience for the buyer that it's very smooth? I set up the next step, so Itell them what the next steps are. I tell them what expectations are and Itry to solve that problem and it's the same for the sers to now on the secondand is the on the culture piece now. This is really interesting. Is that ifyou think about this from a canted perspective, I'm going to go this route, mostwebinars are boring and they suck just just period like they're, justawful and that's why people leave like in fiveten minutes and again, the big piece of that is everyone's very focus on justthe content. Now the consent itself right, if I'mjust there for just the content, then I could go and just listen to the re play. I don'treally need to be here right. It's the same thing with a concert right. If theartist just comes out and just pulls out like there, no paddling, heI'm just going to read the lyrics out to you all like Ye. I could just listento this at home right, so so the key is with the web anar right and you thinkabout the culture. I think the concerts and I would love to hear what conciouslike really set out to you all about the concert that I remember is, Iremember being experience like I felt like I was like. I was there and it wasan emotional connection and it's the same thing at Lebanus. Is that at leastwhat I run a robin ars or the habits that I really enjoy. Is that it itsexperience right, they're engaging with the audience they're asking questions,you know they? Maybe they have music in the background, these are things thatwe have to be thinking about, because I...

...this is like this is like the reallyinteresting point- and this is my last point- is, I think, sometimes when itcomes to marketing and sales, we forget the things that we enjoy and we don'ttry to add the things that we enjoy inside of the business of what we'redoing yeah super important point. I typically hear that point made in thenegative, which is like you hate when this happens to you. Why would you doit to other people and I think that's kind of a common thing. I think lesscommon is the way you positioned it Morgan and it's really smart, which iswhat do you really enjoy? Why don't you do more of that for your customers? Ialso love to hear from someone WHO's a professional sales trainer in SDR coachthat your teaching experience is really. You know. We agree that it's thistranscendent thing. That is cultural things. I love that that you'reteaching it from your seat so go into your seat a little bit Steve mentionedoff the top. I totally agree: It's a really cool title break that down for a sales, executionof sales, execution and evolution like what's your core role and then maybespeak specifically to the evolution piece, because I think I know what itmeans just knowing you as I do, but I'm curious to hear it in your words yeah.So John and I were like, what's the title, we can make up that. No one elsehas and see how it relates to my actual role, because I don't you don't want tojust come on and be like yeah. My role is just sales. Stranger, that's that'sboring. I was like we got to do something more than that John. So wecame up with a couple ideas. We landed on director sales, education, evolutionand it's been that title because it makes the most sense, and so what thatmeans is that on the day to day I am still executing and most people who gothrough sales trainings- and this is a critical piece and I'm going to tellyou all. Why is that they have one they've, never sold anything before,but they're trading you which is like that? Doesn't this doesn't make anysense and the number two is they haven't sold anything in the pasttwenty thirty years, so they have a really old examples like hey. Let mepull up my roll of decks and it's like the Rolla decks like all right. Youknow this is outdated right. So those...

...are two things that typically happened,and so the model we have and the model that I'm in is that you have to executedaily. So I'm prospecting daily, closing daily running a sail, runningsale cycles, handing objections, all those sorts of things is what I'm doingon the daily. So I'm able to relate to the audience and the reason that'simportant to what I said earlier is that people in the training can sensethat especially seeing your EPS like I do, atrain was seen your episin t they'll test. You they'll ask questions but ohold up like what do you think about this, because I want to see like do youactually know what a cell right and if you could answer those questions, thenthey're like okay, this person actually knows he I'm talking about, but if youcan't answer those questions, you're going to get destroyed in those transbecause they got a be like you are either a sale stratherne so like thatpeople really resonate with that. You know feedback on his guys like, and wealways get this as an organization is like hey like this. Is Real because weknow that you're actually still doing this right and you're just a guide in asense, and so that's why it's like really important why the this role iscreated because I'm executing on those things and I'm also creating content,I'm also engaging with an audience doing webinars and we just hasn'tmentioned the beginning. I have a podcast, so I'm doing all these things.So when I talk about time management- and I talk about priorities- it's notthat I'm just sitting on linked in all day long like no, I'm actually likedoing all these things so like I have to be diligent in my time. So onesomeone says: Hey, I'm too busy. I'm like! Okay, like I am too like. Let meshow you what to do right, so we all could be successful here. So that'swhat the execution piece is now the evolution part is where I believe I one of my corse skillsets is innovation and I recently read right of a lifetime.Bob Iger, if you have not read it and you're listening an go, get itimmediately, because it's an incredible book and one thing that he says in thebook that his mentor told him is...

...innovate or die, innovate or die, and that's how I feelabout sales is that you e the innovator die a lot of people say you all knowthis. Like. Oh video, like it's a fad, I don't know about that. I'm, like allright, like it still Goin, be around in five years and, like you, be better,learn how to use it like I'm not trying to like peddle this on you, but, likeyou, better, learn not to lose this because it can be important, and sothat's what the whole key was evolution. So my role is to take the foundationalstructure. We have at GB sales and then enhance it. So I'm like hey video, likelet's figure out how to do, link the video, let's how to learn how to usethat the sales cycle licked it sales navigator. Let me show you exactly howto do that right, new ways open on the phone. Let me talk about that digitaldirect mail, I'll talk about that too. I'm willing to do things outside of thebox, because I don't have any emotional feeling towards a channel-and this is my is the last important point that I'm going to make. Is Idon't get married to something like a channel. A lot of people are like. Idid this twenty years ago. This is the thing that I do. I don't care aboutanything else. Okay, it's twenty years ago, though, you know like Disney still not makingmovies and black and white. They evolved a little bit right. So, likethat's the thing like you have to be innovating, you can't get married orsomething because it worked even five months ago. Nowadays, it's like yeah. Idid that five months ago, but doesn't work. I don't get married to it. I onlycare about the process of evolving and innovating, and that's the evolutionpiece. You basically just answered the next question that I was going to ask,but I'll ask it anyway, just to make sure that there's nothing left touncover there, because you mention the experience. Is the sales cycle it's theprocess and in our last interview you talked a lot about agility andexperimenting and learning and evolving, and you just mention all those thingswhile talking about the evolution role, you know of your title. Talk to us: Isthere anything else to offer about...

...agility and changing your approachesand maybe how soon to do it, or maybe, when the customer provides the triggerthe customer changes, you know and more human centric approach like what causesyou to make those moves quickly in to test and measure. That is a fantasticquestion, because we can. You can go super deep on on this on this. Sothere's a lot here. So my first thing that comes to mind- and this issomething that everyone can do and I would probably probably say two to fivepercent of people do this and when I say I l actually love to hear yourpercentages, so webinars podcast like we're doing this right now, how many people percentage wise do youthink we'll actually listen to anything and actually take any type of adviceand actually do it. Do you said two to five said two O fiveand I might be be generous yeah? I think you are yeah. I think youJack, you are a D and I think it's for a couple reasons. I think onePeopledon't take enough time to digest in process and make sense of whatthey're conelike like a lot of people read a bunch of books. They listen to abunch of PODCAST, but they don't create the additional time to kind of do whatyou're proposing for me it's to reflect on it at some level and figure out whatI like what I didn't like. Sometimes it's taking notes. I mean I've seenSteve Steve Uses. Is I pad pro and like takes all these notes by hand like I'veseen? Some of them is exactly like that process of like,like we're so focused on turning the next page or reading the next chapteror reading the next book or listening to the next episode that we don't takethe time to like really get into it and like episodes that I love I'll straightdownload on to my phone and listen to the same episode. Two or three timesover the period of maybe a couple few weeks just so I can experience indifferent ways and try to absorb it. So anyway, two to five could be generous,I'll, go like one to four. What do you say, Steve Room, let's say we're in theball park. Yeah O go yeah good, okay, so that's fair. So so we agree thatit's like one o five scale right and so...

...my take on this from an a Gillystandpoint and I've started to do this in the past two to three months is whenI listen to a podcast. I find one thing. One thing to go: do like immediately soI'll give you all a example. I list to podcast fifteen minutes and she wastalking about Jack. Her name is Jasmin Star. She wastalking about writing a letter to yourself for the end of the year. Nowmost people will hear that, like that's who that's crazy, that's a mysticalaspect. That's stupid! I was like all right. I don't really know like itdoesn't hurt me. This is going to take me twenty or thirty minutes to rightmyself. A letter and if it doesn't work I'll just say it doesn't work, but ifit works, that's incredible right, so I was like yeah. I wrote the letterliterally what three days ago I did this and then I put an envelope- and Iwas like I we're going to see if this works at the end of the year, like wit,the thing is like that was quick. I didn't have to think about it, andthat's that's the point here is that when it comes to agility, you can'tthink about it. I'm a huge fan of like superhero movies and things thatNades you think of the flash. The flash just he's at Super Spe. He just runs.He doesn't think about he's like yeah. I can run fast, that's it that's what Ido like he doesn't think about it, and thesame thing is like. I think we overthink the information. We get thatOh someone's going to make fun of me someone's going to be mad at me that Idid this honestly. I think we overthink it way too much people don't care asmuch as we think they do, and so, as we could just take one thing from podcastand a Everan actually do it and then see like if it works or not. That'sreally key, and I think number two to layer into the agility piece is thatwhen you're listening to these podcast listen to podcast, because this kind ofgoes to to question Steve like listening to podcast that have your customers on them and hearwhat they're talking about to be like Whoa. Okay, like I did not know, thatwas a huge obstacle like. Maybe we need to go up that our product, or maybe weneed to figure out a service on this...

...and I think a lot of people don't takethe time to actually listen to their customers on podcast and it's going tobe different for everyone, because you know they may not have one or you mayhave to go, take a deeper dive. But I promise there's a red. I out thereright, there's a podcast there's, an interview, there's a youtube, there'ssomething you can find it and those are the two points I want to make to add onto the agility piece. To add to that, do you think that SDRsand drs today have enough latitude to one be agile and do the things thatthey need to do because they're in the role and then to actually action uponit or are they handcuffed by the way that that most teams are structured,yeah? Okay, that's a fantastic question, because they're obviously going to besome leaders out there that are going to like what are you doing, and so myanswer to the question is because I know some people are going to be thinkabout this Morgan. I don't have time you have time. That's that's a fallacy.I was able to hit over one ever sit in quota and I also had a youtube channel.So y'all could do it. It's like I promise, and so, but the fallow to that,though, is there is a blocker on the leader for sure, because some peoplemay be like you're doing a Livin too much here. So this is where you have topick the right topics for agility right. So if they don't allow you to do thingsin your prospecting, emotion, I would say maybe it's time to reconsider as awhole, because that you should they should give you some autonomy to becreative. But if you want to say that that's fine, so you need to figure outokay, instead of agility. On my SA sales skills, I need to get agilityfrom my creative mindset. They can't take away how you study howpeople buy. They can't take away your mindset. They can't take away yourdrive. They can't stop you from being more driven that wouldn't make no sense.So now what you need to do is be okay. I got to think agility in a differentway, so you just got to study different topics, because, if they're not goingto allow you do the sales stuff, you still need a sharpen your mind s and tobe fast and to think about things...

...differently. So you could talk to yourcustomers differently, so that would be my suggestion. There does that makeBetyar the toughest role in sales. I mean I'm going to say the the CR bdroles, the toughest roll in sales. You know, obviously some as will be likeall right closing suffer okay sure, but the thing is with this, though, isbecause of the circumstance of a DRS R right you're coming into a role me, Ididn't know what a CR even was right and I have to go. Learn Technology thatI'm not familiar with, and now I got to go talk to see sets on n VPS andmanagers. Probably eighteen percent of managers actually know how a coach solike you have a lot of odds against you like as an ae like I say it's a I'm,not saying it's the easiest role in the world. That's how I'm saying here allI'm saying is that you already probably have sales experience. You probablyhave a better manager. You probably have better resources, you might haveinbound giving you leads to sell right, but as a outbound bed or SR like youhave to go hind, you have to give figure that out and there's not a lotof people that can really coach on that. So that's why it's a huge obstacle andit's a mental game, because when you close a deal, people are like yeah.That's awesome, yeah, awesome! You schedule, meetings like R, you got A.can you scan another big meeting like what are you doing? It's like what thisis a different game, so true yeah. I get that feeling a lot.I think it's a really fair question like. Is it the toughest job in sales?Is it the toughest job and a SASS organization or any organization thathas it in your perspective, like that, the time that you do spend on linked inthe people that you do engage in the community that you've built around thethings that you care about and in the training that you're doing like who's,doing it well and or if you don't want to like name names, what are some ofthe best organizations doing? I know you said, like I infer from your yourprevious answer, that you know the eighteen percent are probably doing itwell, because they have good managers and, like you know, who's doing it wellor what are the better organizations doing to support this this role or howare they structuring it or you know...

...what is it some of the good thingsgoing on out there in drs R World, from the coaching perspective yeah like likewho, who has a Bdra that is performing well and is well supported, is welldeveloped like what does that look like today, yeah I mean I could point tojust a couple of teams that I've just worked with, and I've been beenthoroughly impressed. I would say first and foremost I always give and they gotacquired, but I always should love the work front. So you know what Justin hitlike a just good people across the board, like that team is just just verystrong, but obviously that team is completely grown is getting acquired,but they just do a great job of enablement. I mean I was just soimpressed by what they did from an able sand point, the weekly coaching thatthey had how they drilled the topics like how they kept people superdiscipline and how they had just a good track to promotion like they just did areally great job, and you know also give love to Snowflake Lars. You know,he's he's been in the game for a very long time and the way that he sets upstructures for his teams and the way he operates. It is always phenomenal andthen I'll show love to Kevin Dorsey as well KB and he's also from what I knowof him and the feedback. I know from other Reps. he does a great job ofcoaching to, and the key here is that from all three of those people that Imentioned, and I have a lot of respect for them- is because they do two thingsright, so they're teaching you on sales, but they're also teaching you like onyou as a person, and I think what happens a lot of the times. Is Peopleonly focus on the metric so like you're not doing good a cold callingshe should do more calls it's like wait. No, there's a lot more there like.Maybe something is going on in life right? Maybe you actually to figure outthat it's this one thing that they're doing in the call that you could fix,and it's actually not more calls it's their intros awful. So if they makemore calls is actually worse right. So people, I don't think, are diagnosingwhen they're coaching the sale, skills and also they're, not not diagnosingthe person and from those three...

...individuals. I know they do that really.Well all because I know them personally, but also as well like. I know, fromwhat they've built over and over and over again that they have thosecoaching organizations and they could build other coaches and leaders,because I've also seen their leaders do the same thing too, and so, like thoseare three organizations like a point to because they just have consistent andcontinuous coaching environments. It's not just you got on boarded good luckwhich most O resates. Unfortunately, that's what happens? That's why it's sohard for beds, because, like okay cool, you got certified good luck and thenthere's nothing else there. It's just like. I got to go figure out myself,which could be an obstacle in hard for some people, because some people aren'tdriven to go, find the information yeah. I love that layer of not justcoaching to the to the metrics and the software and the activities and per se,but to being a whole complete person in the role, and just that invent, like Imean we've all experienced in our own lives, or else I don't think we havethe privilege of doing things like hanging out on a podcast for work. IsYou know, we've all better fitted from people who cared about us as individualhuman beings and invested in us that way, and it's just so key, it helps. Iknow it's helped me show up as a better person every single day to know that Ihave the support, and I mean it sounds soft, but the care of the people aroundme. It just makes a world of difference a slight shift in conversation and evena shift a little bit away from CX, but you know Steve mentioned off the toplinked in top sales voice for three years running, probably for I forgetwhen they announce it, but you know what was you know? What was yourapproach to the network to linked in? Do you think that that earned you thatthat recognition like what was it? What did you see in the network or what wasyour approach to it, or how did you invest in it in a way that it was sorewarding for you and that earned us that type of recognition? What do youthink? What do you think that dynamic was yeah, so I would say that when I first got on Linkedin therewasn't a lot of people posting videos...

...at all. So like was, I started prettycontent like six years ago, so there was no videos whatsoever. There wasonly blog post, those block posts written by people who had the littlelinked in influencer thing next to their name, and then people who wereconsultants or sales trainers. Obviously, building their brand, sothey could get business, but I didn't see any sales leaders posting therewasn't a lot of marketing leaders really posting. There wasn't a lot ofreps posting like there. Just wasn't any of that really happening. A lot ofpeople that I saw posting were for their company to resharpening, Hey. Ifyou want to check out this job or like a recruiter like there wasn't there, Ididn't know there was no like influence right. There was like nobody, it wasjust kind of like yeah. These people are good at what they do this they postcontent and that's because of their job right and those people probably wereelected to even do it, but they had to do it right. So my thing was that, likethe people that posted us not all, but some of the people that posted them, itwas like they were coming from an untouchable place and what I mean bythat is like hey. I've reached this spot, and this is the spot that I'm atand there it's very hard to relate to someone like that, like okay you're wayover there, so I'll, listen to you, but like it's hard to relate, and so thereason that I've seen that consistency and continuously will is because I aim to be relatable and vulnerable. Sowhen I first came out with the CERCONI cles, it wasn't me saying I'm the bestSCR of all time. You need to listen to me, which some people's content, when Igot into like line, did like that's. They were saying stuff like that. Ijust was like yeah, I'm an SR, I'm doing all right. I suck at this.Actually. So if you want to follow my journey on how I actually get betterfiltre to join me like that was me, I was willing to be vulnerable. I waswilling to be relatable and I didn't come from a spot of this. Is Me and-and the thing is the reason that I was really focused on. That is because Igot advice from the man himself Gary V...

...on this, because when I was createdconsent I was right out of college, so I was twenty three twenty four right soso think about this, an outrageous concept a twenty four year old kid just starting in sales. What fourmonths into the role is out here on link did post and content. That'sabsurd like six years ago. That's just ridiculous! That should be happening,so the thing is like, but but I knew I needed to do it so I was like whatshould I do. I remember like commenting on a facebook post, something like thatand he got back to me. It was like. Hey like all you need to do is like notfront like you to see the document. What you're doing you need to be likethis is what I am don't say like you, close a million dollar deal becausesomeone's going to like call you out and you're going to get roasted. So,like just stay when your lane you schedule meetings. This is all you needto do, and I was like a right cool. I'm listen your Vice Simon to do it and-and I took that advice and everything pan out to the way it is so like it'sinteresting, because sometimes people will comment on my post to be like DDay. Did you have you done this, for I like yeah everything I post I donebefore like? Why would I post something I haven't done? I know people might dothat. But, like that's not me, that's a waste of time like I'm, going to tellyou what I've actually done, so it can be relatable and you can feel it. So Ithink that the two factors really is relatable and being vulnerable, andpeople could feel that, because they're, like Oh yeah, like he's not coming froma place of like I'm better than you, it's just like I'm just guiding you ina journey and hopefully you want to come along and learn some things here,talk about authenticity and being relatable, which brings a rate to mynext. My next question, because I was scrolling through linked in one day,and I see this post that just blew up with. I don't know how many commentsand it's like UN three hundred four hundred comments. It was you and it wasa post about your playstation you're, like I just hope to place that youshould. I got these. You bought like five games or something I forget howmany it was, but it was like. I O pray. I was crazy, yeah Y, you S S, you gotin with the games the playstation, and...

...it was just the interaction, was justnuts talk about the approach that you take in bringing your personal life onto linked in to a D and how and I know, you're not doing it to generate sales,but how does it connect like a post like that? Like? Does that help? Yousell as well just being more human and relatable yeah, so back back story onit is that I have always been extremely careerminded and focus so like when I first started off, it was just like sale,sales, sales, sales, sales. That's it right, and I got to a point wheresomeone even like told me like a friend, was like hey like every time you talk is just aboutcareer but, like I know you know more things in that and you could talk aboutother stuff, but the only thing you talk about is this. Is this so, likeyou almost disconnect yourself from the audience as just this one thing thatyou do and no one really knows who you are, so they can't feel like they couldconnect with you. They may be like this is great insight right. This is greatknowledge, but, but I don't know you so it's hard to actually like relate likeeven more relate to even more than before right, because when I saidrelatable they were relating to the journey they're relating to what I wassaying, but I never like made it very personal. So there was no personalrelationship right just to just to clarify that point, and so I was likeall right. I hear that that's reasonable. I should be a little bitmore open, so people can like see me as a person right, and I always tellpeople is sales- is what you do. It's not who you are, and I got that advicefrom my mentor and that's what made me realize. I need to be a little bit moreopen and like things that I like, because there's probably out therepeople out there who are like the same thing as me right so I was like thevery first post I decided to do. I was like all right. Let me just try thisand I did playstation yeah. I did a playstationto post and I was just like a its see.

What happens? I was like hell, I'm ahuge gamer places. O Two is probably one of my favorite systems. My favoritegame is this game and what's your favorite game crazy? I was like what is going on. People are like, Oh, I don't knowyou're a Gamer. They were like yeah. This is my favorite game is like bestpost on linked in and I was like. What's what I was like. I really didnot expect this. I was just like okay like this is pretty dope, so then Ikept doing it. I was like all right game boy. Then I was like all right: PCGames, all right, SAR wars, games and then people were just like fired up,and I realized that I was like wow like. I should have just like been this openlike the whole entire time like I was so concerned about how people weregoing to react to me or be like. Oh, like I don't really follow in word anymore because he's not giving me Salles advice when, in return to answer thatquestion you ask is that people will actually relate to me more like people,I hop on a call and be like hey like I actually saw you post up place in youto like I'm, actually a big place a to fan, and this is like a VP. I'm likeokay, like we can talk out place Esino, and we talked about places you for likefifteen minutes right and then we talk about. We need to do, but it's justthat it's a different type of a poor building. I've realized and it createsbetter relationships, and it does be to some sales at the end of the day andpeople are willing to reach out it. We could talk about those things, but I Inever thought about just being open that I actually would lead some moreopen conversations and it's been really cool. I really cool on that. In Ourlast interview, you were talking about conversations verse presentations,which you credited to Roder Jefferson. I mean you just describe that's whatyou do right there and linked in you're, creating conversations you're, not justpresenting and pitching and presenting you're opening it up. How are you doingthat? You know in other mediums as well, not just linked in and in your meetingsor presentations or videos, etc. Yeah, I think one of the things is that thestuff behind me, so everyone for the most part, always comments on the Momamentality. They always saying. Oh, that's, awesome, that's great, and so,like I put that there to like. No,...

...that's me, so I want you to see that soI create that relatable there in terms of the meetings, I always try to payattention to. What's, in the background of the zoom like what's going on likein terms of they have like something hanging up or something like that, likesomeone may have like, I saw someone that had like an Iverson Jersey and Iwas like hey like. What's your take on Iverson right and we talked aboutIverson for a while right, so it was like that was cool so, like I alwaysjust pay attention to people's backgrounds not like in a creepy way,but I just want to see like you have that back on the back of you for areason right, and you probably want people to ask you about it. Most peoplejust don't ask for what a reason. I'm actually just curious, like hey beforewe even into the conversation like a ICAROS Y, like what is the reason forthat right like why do you go? Is that a Tiger Steve thing is a tiger hind you,I think that's right! Yeah, there's two times I! Yes, it's like what is thatabout right. It's like I would. I would ask to like, because I'm actuallygenally curious and that's the piece like I'm genly curious about things.I'm not just like asking to ask, but I really want to know and so like that'show I incorporate it in trainings. If s we had like a week of training and thenwe come back the next week. I always ask people hey like what was thehighlight of the weekend right, so this is just a tip foreverybody. There's like a whole study on this.It's in Vanessa Ven Edwards Book Cat Captive. Yes, so she talks about howthere's certain phrases that we use that people just don't like, but we saythem like how's your day going are like how are you doing are like what's the way like things like thatright and so, like you, can ask someone how they're doing and you're gonna geta generic answer, but instead what she talked about is like what, if you saylike what was the highlight this weekend or like, what's been thehighlight in the past twenty four hours? It gets you thinking differently andit's like HMM. So, instead of asking people like Hey, what do you do forwork? That's a boring question right. So what you should ask people is liketell me what your day to day looks like because that's different right thenyou're like Oh, like my dad a day like yeah morning. This is what I do theirafternoon etcetera. So you get more information, and so my point, what I'mbringing it back to is that when it really comes down to making sure thatyou're having these meetings and...

...trainings and bringing out thesecertain things, I will just pay it toto what people's surroundings are and thenI'll ask people like hey. What was your highlight this past weekend are like:What's Bin a highlight this week, you know what's something exciting you'relooking forward to, because there's are questions that people don't get asked,and it really opens up the conversation to learn a lot more about that personjust dropping knowledge bombs. You can see why he's a part of our outcomingbook here speaking of the Book were super grateful that you participated inthis project with human center communication, and we know you've hadsome access to some of the other sections of the book here and there.What chapter or person or just topic are yousuper interested in getting out there in front of people so in so I'm reallyexcited to read: Re Read Dan Tears Section so shout up the Dan on this, soI knew Dan Wow. I connected with Dan, like before I even got into sales.Before I even created the Asseroni Les, I actually connected with him on aplatform called Blab. I don't know if any Ol e remember this platform, allright. So basically so this this is, this is wild, so Blab is very similarto club house, which you are probably seen or like played around the beforeand it, but it's video format. So it's for it's basically four spots who couldbe in and you you're talking, whatever people can like clap and give you propsif you're saying something good and you could cite collect claps its actually,it was actually pretty cool, but it's got no sun sented, but it's actuallygood platform, and basically people in the audience can also comment and giveyou feedback as well. So I was doing a podcast. I was basically doing like apodcast Blab with another person, and ban was one of the people that weinterviewed, and he just gave just incredible insights and I alwaysremember him just dropping knowledge everywhere, and so I've always followedhim ever since, and so when I saw him...

...in the book, I was like. Oh wait dadwhat up it's been a minute. It's been a man. I've taught him like in six years,something like that, but I've always just followed his content and stayedstay too, and he always gets a good inside. So that will be definitely somegood stuff in there. Do that so awesome like Dan is one ofthese guys that you just ask, and he shows up you ask and he answers thequestion you ask. He makes the introduction like just such a good dude.I love it. I just love that you connected wit the beers ago on aplatform, but I've never heard of it, so wild yeah, yeah, so so Gan for booksare listening. We brought eleven of our expert friends like Morgan, J, Ingram,who've just spent the past. I don't know thirty. Five minutes with andbrought them into this conversation about how to be more personal, how tobe more human, how to put humans at the center of the work that we do so theoutcomes wind up in a situation that benefits people. I mean: That's thereason we're doing all this work. So, if you've enjoyed this conversationwith Morgan on he mentioned Vanessa Van Edwards, she was our guest on thispodcast on episode, fifty four unlocking the science of video, theentire back on episode. Forty of this podcast, the biggest transformation inprospecting in thirty years, by the way that transformation is video email,it's so crazy, Morgan that we spent all this time. Talking with you, we neverreally even talked much about video. Video is a huge theme in the book inthe chapter that Morgan is featured in has a ton of awesome. Video Advice. Danwas also our guest again in this series that we're doing this summer on episodehundred and forty eight so feel free to check that one out before we let you goMorgan Steve has a couple questions that I traditionally ask all the guests,but Steve gets to do it now yeah. I just go crappie version of the FATSOMorgan. This is your opportunity to thank or mention someone that just hada major impact on your life and and your career yeah. So I want to showlove to Ralph Barse, and the reason I...

...want to show love to him is becausethis is even this is this is just funny, so he wrote a block post back in twenty,I'm trying to remember two thousand and fifteen, and basically it was like thisis what you should be doing to be a great Sr. Basically, that was like thepremise of the block, because I was trying to figure out like what even asTara was because I was about to get movies that role, and so one of thethings he mentioned was hey. You should start a youtube channelas an SDR and share insights with your audience. That's the way they grow yourbrand and that's going to be a way to learn more information about the NS,because you'll be able to interview other sales eaters, and so I was likethat's really interesting, and so I tweeted him and was like hey. HasAnyone started a youtube channel for SDRs? I could sir, and I called it likesomething different. It was like Sdr, like playbook or something I was goingto call, but I changed the name and I was like hey like. Is You know whatdone this and he's like? No like? No one's done, it you'd be the first one,and so I was like all right, I'm gonna do it and he was like hey like he likehe's kind of like okay, like you know, everyone says that, and so I rememberlike having that as a focus- and I remember like four months later, as anSR like I created it, and I like sent him the first video and he was like. Oh,like you were serious, I was like yeah like. Why would I not do this? Like yousaid this is what someone should do, and that goes back to what I saidearlier. So many people will overthink that concept they're like well, I gotto get a producer. I got to go to camera. I got to learn YouTube. I justlike you. I literally have my Mack Book that gave me for work and I was likeI'm gonna go film in and I'm gonna sell them in in one of the call rooms andjust like bear this out right and and that's the big thing is you just got totake action and start, but I'll definitely show love the rout barse andstill to this day, he's a friend and he's still a mentor, and I and I stilltalk to him- that's a great story: How about a company that has just providedyou with amazing an amazing customer experience where they just went aboveand beyond a brand or a company that really stands out and it could beanything. So I got a show, love him...

...stance, all right! L, I'm obsessed I'mobsessed with stay at sucks like like, like beyond belief like and and he andhere's the reason why. So I used to go to New York like almost every singlemonth for sales trading, that a lot of clients there, and I would always go tothe stance store and so o, and so when I would go down when I would go therelike an again, I only want what a month right, the people remembered me. Oh snap, I oh what up. I was like what they'relike yeah we've seen you like, because I go pretty frequenly there, because mybrother in- and there too so like, I would say for the weekend and I wouldprobably go twice sometimes. But the thing is like they'd be like you lookwhat's up and like we would have conversations my other friends live inNew York would go over there and so like when I would buy things they'd belike hey. So let im on, let you know like here's like the new drop, that'sgoing to come out next month so like if you come by next month, like these arethings that you just me attention to, and then he was like hey I'm soon. Youbought a lot of socks. He sits here like we actually have like a secretpack. If you want to check that out, and so he would like show me like thesecret socks right and, like obviously like I'm a huge advocate, because Ikept coming but like as I kept, showing up that kept, showing me more things solike when people say all more you're, so fire about stayin like yeah, becauselike when I went to that store like they always would hook me up. Theyremembered who I was like. They were really cool about it and it's actually,this really cool because, like in other locations so like when I was in Phoenixfor a vacation, I want on the stand sore and like that optat dude, for likethirty minutes they didn't know, I was but like we just talked for thirtymutes, so they were just like really relaxed cool, and I was talking aboutlike Wilikins and stuff so like for me, like the customer experience that theyhave, at least when I go in there is always top notch, which is why the onlysocks that I wear a stance- love it. That is such a common theme when we askthese questions and we've asked it well over a hundred times now that theme ofessentially they see me as an...

...individual human being and kind of new,where I am and based on what they know. Not every business can do that the sameway, but we have tools available that can help us do that and of course, Ithink it also goes back to where we started, which is a cultural elementwhere this is important. This is how we do it around here. This is the wayMorgan Ingram feels is how we want everybody to feel. That's how we do itlike. So many good lessons, probably if we spend another ten minutes on yourexperience, but, oh for sure, but we don't have it we're gonna, letyou get on with your day. Er Get let let listeners get on to maybe anotherepisode, but before we do, where would you send people if they want to followup on the work that you do if they want to connect with you on some of thevarious platforms that you engage with people on, if they want to check outone up like? Where would you send people who've enjoyed this conversationyeah? So I mean first and foremost, if you want to follow me or if you have aquestion actually the best place nowadays actually hit me up onInstagram at Morgan, J Ingram, so checked me out there very simple tofine t I M in terms of the podcast, it's called the one up formula withMorgan J Ingram, it's on spotify. I think Google podcast and also applepodcast, Phil Frito check that out and the focus is around understanding whatpeople do outside of their working career that make them successful. Soyou learn a lot like about eating habits. Yoga, I'm into like in FredSana now, like I've, just learned so much, I'm like that's weird, but I gotry and you and Steve can go deep on that top.What whether bring you on Steve, because, like it's just you, Iliterally have learned so much like I'm an in front ones every Friday. Now, I'mlike what am I doing in my life like who am I so so yeah if you're in centrent red life there all about it? Yeah, if you, if you are into those thingsand you want to figure out how to become more holistic right, become moreof you to go. Is that podcast? We have some pretty awesome people in theircorporate bros on there things of that nature, and then it linked in a Oi'm onthere too. So Morgan, J Ingram, you can follow me there awesome. We will roundup a bunch of these links. We do video highlights from this. So if you've beenlistening and you want to see Morgan,...

...you want to check out some of the corepassages that he shared here as Steve said like just a bunch of gold in thisone, and so we do those video highlights. We do the full audio. We dolinks to the things that are mentioned all at bomboost. Thank you so much forlistening and Morgan J Ingram. Thank you so much for a participating inhuman center communication and be spending this time with us. Absolutelythanks for having me too often, you were overwhelmed by the amount of noisein your inbox and slack in your linkedin messages and every otherchannel and medium you use and guess. What so are your prospects, customers,employees and recruits digital collusion is the problem. Humancentered communication is a solution from the authors of the best sellingbook rehumanize. Your Business comes a new book human centered communication,a business case against digital pollution, featuring expert insightsfrom leaders at companies like sales force hub spot and Ven Gress, givingyou proven methods to earn attention, build trust, create engagement andenhanced reputation, helping you connect and communicate moreeffectively with the people who matter 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, a Bom Bambo visit, Bom, Bomo bookor email book at bombum. Thanks for listening to the customer experience.PODCAST remember. The single most important thing you can do today is tocreate and deliver a better experience for your customers, continue. Learningthe latest strategies and tactics by subscribing right now in your favoritepodcast player, or visit Bom Bombo podcast.

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