The Customer Experience Podcast
The Customer Experience Podcast

Episode 152 · 5 months 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 relatability andbeing vulnerable, and people could feel that because they're like, oh yeah,like he's not coming from a place of like I'm better than you. It'sjust like I'm just guiding you in a journey and hopefully you want to comealong and learn some things. The single most important thing you can do todayis to create and deliver a better experience for your customers. Learn how sales, marketing and customer success experts create internal alignment, achieved desired outcomes and exceedcustomer expectations in a personal and human way. This is the customer experience podcast.Here's your host, Ethan Butte. Hey, welcome back to the customerexperience podcast. I am Ethan, your host, and I'm joined by aseasonal cohost this summer, Steve Passinelli, longtime friend, long time team memberbombomb CMO, coauthor on a book that I wrote with him, rehumanize YourBusiness, and coauthor on another book that we wrote that's releasing soon. Checkout at bombombcom slash book. That book is called Human Centered Communication and forthat book we engaged eleven of our expert friends to inform the discussion about digitalpollution human centered communication and the best path forward. Steve. Who Do wehave this week? Excited this week for Morgan Jay ingroom. He's the directorof sales execution and evolution, which is the sweet title, by the way, at Jay B sales training. Is the creator of the one up FormulaPODCAST, three times linked in top sales voice, creator of the SDR chronicles. And what we really like about Morgan and why we asked him to bea part of the book is because he leads with the heart of a teacher. If you follow Morgan on Linkedin you file them online, you'll see thathe posts with the heart of a teacher. He's train he's educating, he's engaging, and so we couldn't think of a better person to involve in thebook and the podcast. All right, welcome, Morgan. Hey, I'mI'm happy. I'm happy to be here. I was enjoy interviews with you.Also excited to I've into another conversation. Yeah, so we'll start on thisshow where we always start, Morgan, which is customer experience. When Isay that, what does it mean to you? So this is reallyinteresting that this question is coming up, because it's been something that I've beenstudying like very hardcore for the past like three months and when I think ofcustomer experience, I immediately think of Disney and everything that they do, rightto the wristbands to how they help people, even if I don't even don't knowthis, like this is what I was like. Disney's just crazy.So basically, Walt Disney literally would buy pretzels snacks and eat it and counthow many steps so that he knew and when he was done with the snackor the piece of food and say we need to put a trash can here. But it's the most wild. That's crazy, like who's doing that?So, like, I've been doing a lot of setting on the customer experienceof VIP p like how to like basically make people feel special with VIP programsand making them feel a part of the entire experience. So so my answeris, when it comes to customer experience, it's about making people feel like they'repart of the word I'll put air co was the community. But Ithink it's actually making them have an emotional feeling and bonding towards the brand,just beyond a logo that you see right when you go to Disney world rightand you see Mickey Mouse, like, Yo, I want to take apicture with Mickey Mouse. But and I'm here in to land and six flags. Yo, I'm not gonna take a picture of anybody at six flags.I'm just trying to ride the rides. But like, if I this islike, Yo, we gotta get picture with Mickey Right. Star Wars thesame thing. So, like that's what I think about. Customer experience islike creating an emotional bond with the customer. So the retention levels are high andalso they're willing to be advocates and share their experience with others. Yeah, love it. Well done in that emotional connection is the thing. SoFun to ask that question to people with so many different backgrounds and I lovethat you're diving into it. I think it's an important conversation and happy tohave you in it. Follow up on...

...it and I'll ask it in kindof in two layers. Like one, I know that you're teaching and trainingand engaging with typically sales teams in a variety of different organizations. So formaybe what you've seen in other companies and maybe how you think about it atJV sales yourselves, do you prefer to think of it as like a rollor a title or a position or responsibility of a person or team, oryou prefer to think about making experiences for customers better through culture ethos, kindof this transcendent thing that everyone is engaged in, like what are you seeing? How they're so yeah, let's go. This is the first part. Interms of does one role control the experience? I think the answer onthat is no, all roles control the experience. So let's give an example. So when I trained us, the ours, I tell them that youare the first contact, typically if it's net, if it's net, newand cold for that organization to know what you're about. So if they haveit a bad experience where you your email is not as good, you doa connected pitch that's like going to make someone annoyed, or you do acoal call that's really off. Like that's a first impression, right, andnow they're going to be like, I don't really know if I want todeal with that brand, right. And so so SDRs deal with the customerexperience because they're the first touch. It's the same with the NAE. Likea's will hop on the call and the person would be like hey, haveyou done any research on my company? And they're like no, and it'slike wait, what? So like now I don't I don't really care aboutthis conversation anymore, like I'm trying to get up this call as fast aspossible. So the customer experience is not just when the deal is close andit's not just for someone who is in customer success or customer experience. Theexperience is the sales cycle, right. I want people to feel comfortable andI want to be relatable to the buyer, because if I'm not doing those things, then why would you buy for me? And also, the buyingprocess should be made simple, not complicated, right, the more complicated something is, the more you're like, yeah, I don't, I don't want tobuy this, like you're making this way too hard for me. AndI think a lot of times the sellers, and when I when we train peopleand we coach people, is that you have to really be focusing on. How can you make this a great experience for someone? Right, becauseyou can always go probably find another product that does the same thing, similarat summarily's, right. It's the same thing as when you go to theDinnis, like if the dinnis is to give it a good experiences. Allright, cootement's going to go to their Dinnis, because my Dinnis is outhere, right. So it's the same thing. You have to come intothe cell cycle and be like, how could I make this a great experiencefor the buyer that it's very smooth. I set up the next steps,I tell them what the next steps are, I tell them what expectations are andI try to solve that problem and it's the same for the scrs tonow on the second and is the on the culture piece. Now, thisis really interesting is that, if you think about this from a content perspective, I'm gonna go this route. Most webinars are boring and they suck.It's just just period like they're just awful and that's why people leave like aten minutes. And again, the big piece of that is everyone's very focuson just the content. Now, the content itself. Right, if I'mjust there for just the content, then I could go and just listen tothe replay. I don't really need to be here. Right. It's thesame thing with a concert, right, if the artist just comes out andjust pulls out like they're no paddling here. I'm just going to read the lyricsout to you all, like Yo, I can't just listen to this athome, right. So, so the key is with a Webinar,right. And do you think about the culture? I think the concerts,and I would love to hear what concerts like. Really still to you aboutthe concerts that I remember, as I remember being experience, like I feltlike I was like I was there and it was an emotional connection. Andit's the same thing a webinars is that, at least what I run a robinars, or the webinars that I really enjoy, is that it's experience. Right, they're engaging with the audience, they're asking questions, you know,they maybe they have music in the background. These are things that wehave to be thinking about, because I...

...this is like this is like thereally interesting point, and this, my last point, is I think sometimeswhen it comes to marketing and sales, we forget the things that we enjoyand we don't try to add the things that we enjoy inside of the businessof what we're doing. Yeah, super important point. I typically hear thatpoint made in the negative, which is like you hate when this happens toyou, why would you do it to other people? And I think that'skind of a common thing. I think less common is the way you positionedit, Morgan, and it's really smart, which is what do you really enjoy? Why don't you do more of that for your customers? I alsolove to hear from someone WHO's a professional sales trainer and SDR coach that you'reteaching experience is really you know, we agree that it's this transcendent thing.It's his cultural things. I love that that you're teaching it from your seat, so go into your seat a little bit. Steve mentioned off the top. I totally agree. It's really cool title. Break that down for asales execute director of sales execution and evolution, like what's your core roll, andthen maybe speak specifically to the evolution piece, because I think I knowwhat it means, just knowing you as I do, but I'm curious tohear in your words. Yeah, so John and I were like what's atitle we can make up that no one else has and see how it relatesto my actual role, because I don't you don't want to just come onand be like yeah, my roles just sales trainer. That's that's boring.I was like we gotta gotta do something more than that, John. Sowe we came up with a couple ideas. We landed on director sales execution evolution, and it's been that title because it makes the most sense. Andso what that means is that on the Daytoday, I'm still executing. Andmost people who go through sales trainings, and this is a critical piece,and I'm going to tell you all why, is that. They have one they'venever sold anything before, but they're training you, which is like thatdoesn't this doesn't make any sense. And then number two is they haven't soldanything in the past twenty, thirty years. So they have really old examples,like hey, let me pull up my roller decks and it's like theRollo decks, like all right, you know, this is outdated. Right. So that those are two things that typically happen. And so the modelwe have and the model that I'm in is that you have to execute daily. So I'm prospecting daily, closing daily, running a sale, running sales cycles, hand the objections, all those sorts of things. Is what I'mdoing on the daily. So I'm able to relate to the audience. Inthe reason that's important to what I said earlier is that people in the trainingcan sense that, especially senior reps, like I'm doing handing with senior reps, and they'll test you. They'll ask questions. By Hell. You'll holdup like what do you think about this? Because I want to see, likedo you actually know what a cell right and if you could answer thosequestions, then they're like okay, this person actually knows are talking about.But if you can't answer those questions, you're going to get destroyed in thosetrainings. Could sick. They're kind of be like yea, you your selves, try to hear our self. So like that, and people really resonatewith that. You know, feedback all these gids like, and we alwaysget this as an organization, is like hey, like, this is real, because we know that you're actually still doing this right and you're just aguide in a sense. And so that's why it's like really important on whythe this rule is created, because I'm executing on those things and I'm alsocreating content. I'm also engaging with an audience doing webinars and we just asI mentioned the beginning, I have a podcast. So I'm doing all thesethings. So when I talk about time management and I talk about priorities,it's not that I'm just sitting on linkedin o day long, like no,I'm actually like doing all these things. So, like I have to bediligent of my time. So once someone says, Hey, I'm too busy, I'm like, okay, like I am to like, let me showyou what to do right. So we all could be successful here. Sothat's what the execution of pieces. Now the evolution part is where I believeI one of my core skill sets is innovation and I recently read right ofa Lifetime Bob Eiger. If you have not read it and you're listening in, go get it immediately, because it's it's an incredible book. And onething that he says in the book that...

...his mentor told him, is innovateor die. Innovate or die. And that's how I feel about sales,is that you the innovator die. A lot of people say, and youall know this, like Oh, video, like it's a fat I don't knowabout that. I'm like all right, like it's still gonna be around infive years and like you've better learn how to use it. Like I'mnot trying to like peddle this on you, but like you better learn not touse this, because it's gonna be important. And so that's what thewhole key was, evolution. So my role is to take the foundational structurewe have at GV sales and then enhance it. So I'm like, Hey, video, like, let's figure how to do linked the video. Let'show to you learn how to use that. The sales cycle linked in sales navigator. Let me show you exactly how to do that right. New WaysOpen on the phone, let me talk about that. Digital direct mail.I'll talk about that too. I am willing to do things outside of thebox because I don't have any emotional feeling towards a channel, and this ismy is the last important point that I'm going to make is I don't getmarried to something like a channel. A lot of people are, like,I did this twenty years ago. This is the thing that I do.I don't care about anything else. Okay, it's twenty years ago, though.You know, like Disney still not making movies in black and white.They evolved a little bit, right. It's so like that's the thing likeyou have to be innovating. You can't get married to something because it workedeven five months ago. Nowadays it's like, yeah, I did that five monthsago, but doesn't work. I don't get married to it. Ionly care about the process of evolving and innovating, and that's the evolution piece. 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 to uncovertheir because you mentioned the experience. Is the sales cycle. It's the processand in our last interview you talked a lot about agility and experimenting and learningand evolving, and you just mentioned all those things while talking about the evolutionrole, you know, of your title. Talk to us. Is there anythingelse to offer about agility and changing your approaches and maybe how soon todo it, or maybe when the customer provides the trigger or the customer changes, you know, and more human centric approach, like what causes you tomake those moves quickly and to test and measure that? That is a fantasticquestion, because we can, you can go super deep on on this one. This so there's a lot here. So my first thing that comes tomind and this is something that everyone can do, and I would probably probablysay two to five percent of people do this, and when I say Iwould actually love to hear your percentages. So webinars, podcasts, like we'redoing this right now. How many people present age wise, do you think, will actually listen to anything and actually take any type of advice and actuallydo it? Do you said to to five? That two to five,and I might be being generous. Yeah, I think you are. Yeah,I think a Jack you are, and I think it's for a couplereasons. I think one, people don't take enough time to digest in processand make sense of what they're kincer. Like. I think a lot ofpeople read a bunch of books, they listen to a bunch of podcast butthey don't create the additional time to kind of do what you're proposing. Forme, it's to reflect on it at some level and figure out what Ilike, what I didn't like. Sometimes it's taking notes. I mean I'veseen Steve, Steve Uses is ipad pro and like takes all these notes byhand. Like I've seen some of them. Like that process is like like we'reso focused on turning the next page or reading the next chapter or readingthe next book or listening to the next episode that we don't take the timeto like really get into it and like episodes that I love, I'll straightdownload onto my phone and listen to the same episode two or three times overthe period of maybe a couple few weeks, just so I can experience in differentways and try to absorb it. So, anyway, two to fivecould be generous. I'll go like one hundred, two four. What doyou say, Steve From let's say we're in the Ballpark? Yeah, I'llgo, yeah, you're good. Okay, so that's fair. So so weagree that it's like one hundred twenty...

...five scale right. And so mytake on this from an Agili standpoint, and I've started to do this inthe past two to three months, is when I listened to a podcast,I find one thing, one thing to go do, like immediately. SoI'll give you all example. I listed the podcast fifteen minutes and she wastalking about Jack Her name is Jasmin Star. She was talking about writing a letterto yourself for the end of the year. Now most people will hearthat like that's Whooo, that's crazy, that's a mystical aspect. 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, thirty minutes writemyself a letter and if it doesn't work, I'll just say it doesn't work.But if it works, that's a credible right. So it's like,yeah, I wrote the letter literally what three days ago? I did this, and then I put an envelope and I was like, we're going tosee if this works at the end of the year, like but the thingis, like that was quick. I didn't have to think about it,and that's that's the point here, is that when it comes agilly, youcan't think about it. You know, I'm a huge fan of like superheromovies and things that nature. You think of the Flash, the flash justhe's got super speed, just runs. He doesn't think about he's like Yo, I can run fast. That's it. That's what I do. Like hedoesn't think about it. And the same thing as like I think weoverthink the information we get that, oh, someone's going to make fun of me, someone's going to be mad at me that I did 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 onething from podcasts and all about an actually do it and then see, like, if it works or not, that's really key. And I would thinknumber two to layer into the agility piece is that when you're listening to thesepodcasts, listen to a podcast, because this kind of goes to the questionsto eve like listening to podcast that have your customers on them and hear whatthey're talking about, to be like Whoa, okay, like, I did notknow. That was a huge obstacle, like maybe we need to go updateour product or maybe we need to figure out a service on this.And I think a lot of people don't take the time to actually listen totheir customers on podcasts. And it's going to be different for everyone because,you know, they may not have one or you may have to go takea deeper dive, but I promise there's a reddit out there right there's apodcast, there's an interview, there's a youtube, there's something. You canfind it. And those are the two points I want to make to addon to the agility piece. To add to that, do you think thatstrs and bedrs today have enough latitude to one be agile and do the thingsthat they need to do because they're in the roll, and then to actuallyaction upon it, or are they handcuffed by the way that that most teamsare structured? Yeah, okay, that's a fantastic question, because there arereally going to be some leaders out there that are going to like, whatare you doing? And so my answer the question is, because I knowsome people are going to be think about this. Morgan, I don't knowif time time. You have time. That's that's a fallacy. I wasable to hit over one of Er sit in quota and I also had ayoutube channel. So y'all can do it, like I promise, and so.But the fallow up to that, though, is there is a blockeron the leader for sure, because some people may be like, you're doinga little too much here. So this is where you have to pick theright topics for agility. Right. So if they don't allow you to dothings and your processing emotion, I would say maybe it's time to reconsider asa whole, because that you should. They should give you some autonomy tobe creative. But if you want to say that. That's fine. Soyou need to figure out. Okay, instead of agility on my sales skills, I need to get agility from my creative mindset. They can't take awayhow you study how people buy. They can't take away your mindset, theycan't take away your drive, they can't stop you from being more driven.That wouldn't make no sense. So now what you need to do is,okay, I got to think agility in a different way. So you justgot to study different topics, because if they're not going to allow you todo the sales stuff, you still need to sharpen your mind and to befast and to think about things differently so...

...you could talk to your customers differently. So that would be my suggestion there. Does that make bed are the toughestrole in sales? I mean, I'm going to say that's the rbdorolls the toughest role in sales? You know, obviously some a's would belike, all right, closing suffer. Okay, sure. But the thingis with this, though, it's because of the circumstance of a bad artistyard. Right, you're coming in. So a roll me. I didn'tknow what a crm even was, right, and I have to go learn technologythat I'm not familiar with and now I got to go talk to seesweets and VP's and managers. Probably eighteen percent of managers actually how a coach. So, like you have a lot of odds against you, like asan AE, like I say, it's a I'm not saying it's the easiestrole in the world. That's all I'm saying here. All I'm saying isthat you already probably have sales experience, you probably have a better manager,you probably have better resources, you might have inbound giving you leads to sell, right, but as an outbound bt RSD are, like you have togo home. You need to go figure that out, and there's not alot of people that could really coach on that. So that's why it's ahuge obstacle and it's a it's a mental game, because when you close thedeal, people are like yeah, that's awesome, yeah, awesome. Youschedule meetings, like are you gonna? Can you skill another big meeting?Like, what are you doing? It's like what? This is a differentgames a true. Yeah, I get that feeling a lot. I thinkit's a really fair question, like is it the toughest job in sales?Is it the toughest job in assass organization when you organizates that has it inyour perspective like that, the time that you do spend on Linkedin the peoplethat you do engage, in the community that you've built around the things thatyou care about and in the training that you're doing. Like who's doing itwell? and Or, if you don't want to like name names, whatare some of the best organizations doing? I know you said, like ainfer from your your previous answer, that you know the eighteen percent of probablydoing it well because they have good managers. But like, Yep, you knowwho's doing it well. Or what are the better organizations doing to supportthis this role, or how are they structuring it? Or you know,what is it? Some of the good things going on out there in BedrSdr World From The coaching perspective? Yeah, like, like who who has aBEDR SDR team that is performing well and is well supported, is iswell developed? Like what does that look like today? Yeah, I meanI can point to just a couple of teams that I've just worked with andI bos been thoroughly impressed. I would say first and foremost. I alwaysgive look and they got acquired, but I always show love the workfront.So you know what Justin high like, Oh, just good people across theboard, like that team is just very strong. But obviously that team iscompletely grown since getting inquired, but they just do a great job of enablement. I mean I was just so impressed by what they did from an ableand standpoint, the weekly coaching that they had, how they drilled it totopics like how they kept people super discipline and how they had just a goodtrack to promotion. Like they just did a really great job. And,you know, also give love to Snowflake Lars. You know he's been inthe game for a very long time and the way that he sets up structuresfor his teams and the way he operates it is always phenomenal. And thenI'll show love to Kevin Dorsey as well, Kadie, and he's also from whatI know of him and the feedback I know from other reps, hedoes a great job of coaching to and the key here is that from allthree of those people that I mentioned, and I have a lot of respectfor them, is because they do two things right. So they're teaching youon sales with they're also teaching you, like on you as a person.And I think what happens a lot of the Times is people only focus onthe metrics. So, like, you're not doing good at cold calling,she should do more calls. It's like, wait, no, there's a lotmore. They're like maybe something is going on in life, right,maybe you actually to figure out that it's just one thing that they're doing inthe call that you could fix and it's actually not more calls, it's theirintros awful. So if they make more calls, is actually worse. Right. So people, I don't think, are diagnosing when they're coaching the salesskills and also they're not not diagnosing the person. And from those three individuals, I know they do that really well...

...because I know them personally, butalso as well, like I know from what they've built over and over andover again that they have those coaching organizations and they could build other coaches andleaders, because I've also seen their leaders do the same thing too. Andso like those are three organizations I can point to because they just have consistentand continuous coaching environments. It's not just you got on board a good luckwhich most oversations. Unfortunately, that's what happens. That's why it's so hardfor bea to your US arts because like, okay, cool, you got certifiedgood luck and then there's nothing else there. It's just like I gotto go figure out myself, which can be an obstacle and hard for somepeople because some people aren't driven to go find the information. Yeah, Ilove that layer of not just coaching to the to the metrics in the softwareand the activities per se, but being a whole complete person in the roleand just that invent like I mean, we've all experienced in our own lives, or else I don't think we'd have the privilege of doing things like hangingout on a podcast for work is you know, we've all benefited from peoplewho cared about as as individual human beings and invested in us that way andit's just so key. It helps. I know it's helped me show upas a better person every single day to know that I have the support,and I mean it sounds soft, but the care of the people around me, it is makes a world of difference. Slight shift in conversation and even ashift a little bit away from CX. But you know, Steve mentioned offthe top linkedin top sales voice for three years running, probably for Iforget when they announced it, but you know what was Um, you knowwhat was your approach to the network, to Linkedin? Do you think thatthat earned you that that recognition? Like, what was it? What did yousee in the network, or what was your approach to it, orhow did you invest in it in a way that it was so rewarding foryou and that earned you that type of recognition? What do you think?What do you think that dynamic was? Yeah, so I would say thatwhen I first got on Linkedin there wasn't a lot of people posting videos atall. So like it was I started pretty concert like six years ago.So there was no videos whatsoever. There is only blog post. Those blogposts written by people who had the will linkedin influencer thing next to their name, and then people who were consultants or sales trainers, obviously building their brandsso they could get business. But I didn't see any sales leaders posting.There wasn'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 lotof people that I saw posting were for their company to reshare something. Hey, if you want to check out this job or like a recruiter. Likethere wasn't there. I didn't know. There was no like influence. Right. There was like nobody. It was just kind of like yeah, thesepeople are good at what they do if they post content, and that's becauseof their job, right, and those people probably relucted to even do it, but they had to do it right. So my thing was that, likethe people that posted those, not all, but some of the peoplethat posted them, it was like they were coming from an untouchable place.And what I mean by that is like Hey, I've reached this spot andthis is the spot that I'm at, and there's it's very hard to relateto someone like that. Like okay, your way over there, so I'lllisten to you, but like it's hard to relate. And so the reasonthat I've seen that consistency and continuously will is because I aim to be relatableand vulnerable. So when I first came out with the Asir Chronicles, itwasn't me saying I'm the best SCR of all time. You need to listento me, which some people's content. When I got into like Linkedin,like that's they were saying stuff like that. I just was like yeah, Imean I they are. I'm doing all right. I suck at thisactually. So if you want to follow my journey on how I actually getbetter, feel free to join me. Like that was me. I waswilling to be vulnerable, I was willing to be relatable and I didn't comefrom a spot of this is me. And and the thing is the reasonthat I was really focused on that is...

...because I got advice from the manhimself, Gary V, on this, because when I was creating content,I was right out of college, so I was twenty three and twenty fourright. So, so think about this. An outrageous concept. A twenty fouryear old kid just starting in sales, what, four months into the roll, is out here on Linkedin post in content. That's absurd. Likesix years ago, that's just ridiculous. That shouldn't be happening. So thething is like, but I but I knew I needed to do it.So I was like, what should I do? I remember like commenting ona facebook post on like that and he got back to me. It waslike hey, like all you need to do is like not front, likeyou just see the document what you're doing. You need to be like this iswhat I am. Don't say like you've closed a million dollar deal,because someone's gonna let call you out and you're gonna get roasted. So,like just stay when you're lane, you schedule meetings. This is all Ineed to do. And I was like, all right, cool, I'll I'lllisten to your vice. Something to do it, and I took thatadvice and everything pain out to the way it is. So, like it'sinteresting because sometimes people will comment on my post to be like dude, daydid you have you done this for like yeah, everything I post I donebefore. Like why would I post something I haven't done? I know peoplemight do that, but like that's not me. That's a waste of time. Like I'm going to tell you what I've actually done, so it canbe relatable and you could feel it. So I think the two factors reallyis relatability and 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 just like I'm just guiding you in a journey and hopefully you wantto come along and learn some things there. Talking about authenticity and being relatable,which brings the rate to my next my next question, because I wasscrolling through Linkedin one day and I see this post that just blew up withI don't know how many comments, and it's like hunt, three hundred,four hundred comments. It was you and it was a post about your playstation. You're like, I just hope to replaystation. I got these. Youbought like five games or something. I forget how many it was, butit was like you would crazy. I went crazy. Yeah, you sayso. You got in with the Games, the playstation and it was just theinteraction was just nuts. Talk about the approach that you take in bringingyour personal life on to linkedin too, and and how? And I knowyou're not doing it to generate sales, but how does it connect? Likea post like that, like does that help you sell as well, justbeing more human and relatable? Yeah, so backs. backstory on it isthat I have always been extremely career minded and focus. So, like whenI first started off, it was just like say Aal sales sales, sales, sales, that's it, right. And I got to a point whereyou someone even like told me, like a friend, was like hey,like every time you talk is just about career. But like, I knowyou know more things than that. End You could talk about other stuff,but the only thing you talked about is this, is this. So likeyou almost disconnect yourself from the audience as just this one thing that you do, and no one really knows who you are, so they can't feel likethey could connect with you. They may be like this is great insight,right, this is great knowledge, but but I don't know you, soit's hard to actually like relate like even more, relate to even more thanbefore, right, because when I said relatability, they were relating to thejourney. They're relating to what I was saying, but I never liked madeit very personal. So there was no personal relation. Right, just justto clarify that point. And so I was like, all right, Ihear that. That's reasonable. I should be a little bit more open sopeople can like see me as a person, right, and I always tell peopleis sales, is what you do, it's not who you are. AndI got that advice from my mentor, and that's what made me realize Ineed to be a little bit more open and like things that I like, because it's probably up there people out there who far like the same thingas me. Right. So it's like the very first post I decided todo, I was like, all right, let me just try this, andI did playstation. Yeah, I did a playstation two post and Iwas just like I let's see what happens.

I was like Hey, all,I'm a huge Gamer. Places to two is probably one of my favoritesystems. My favorite game is this game, and what's your favorite game? Crazy, I was like, what is going on? People are like,Oh, I don't know, you're a Gamer. They're like, Yo,this is my favorite games, like best post on Linkedin, and I waslike what's what? I was like, I really did not expect this.I was just like okay, like this is pretty dope. So then Ikept doing it. I was like, all right, game boy. ThenI was like, all right, PC games, all right, Star WarsGames, and then people were just like fired up and I realized that.I was like wow, like I should have just like been this open likethe whole entire time, like I was so concerned about how people were goingto react to me or be like like I don't want to follow and workany more because he's not getting sales advice. When, in return, to answerthat question you ask, is that people will actually relate to me more, like people will hop on a call and be like hey, like,I actually saw you post up places to too, like I'm actually a bigplace of to fin and this is like a VP. I'm like, okay, like, we can talk on playason too, and we talked about placesyou for like fifteen minutes, right, and then we talked about we needto do. But it's just that it's a different type of for poor building, I've realized, and it creates better relationships and it does be to somesales at the end of the day, and people are willing to reach outat we could talk about those things, but I never thought about just beingopen. That, I actually would lead to more open conversations, and it'sbeen really cool, or really cool on that. In Our last interview youwere talking about conversations verse presentations, which you credited to round or Jefferson.I mean, you just describe. That's what you do right there, andLinkedin you're creating conversations. You're not just presenting and pitching and presenting. Youropening it up. How are you doing that? You know, in othermediums as well, not just linked in and in your meetings or presentations orvideos, etc. Yeah, I think one of the things is that thestuff behind me. So everyone, for the most part, always comments onthe Mama mentality. They always say, oh, that's awesome, that's great, and so, like I put that there to like no, that's ame. So I want you to see that. So I create that relatabilitythere. In terms of the meetings, I always try to pay attention towhat's in the background of the zoom, like what's going on, like interms of they have like something hanging up or something like that. Like someonemay have, like I saw someone had like an Iverson Jersey and I waslike hey, like, what's your take on Iverson? Right, and wetalked about iverstood for a while, right, so it was like that was cool. So, like, I always just pay attention to people's backgrounds,not like in a creepy way, but I just want to see, likeyou have that back on the back of you for a reason, right,and you probably want people to ask you about it. Most people just don'task for whatever reason. I'm actually just curious, like hey, before weeven get to the conversation, like Iud of curiosity, like what is thereason for that? Right, like why do you have that? Is thata tiger? Steven things, a tiger behind you? I think those right, yeah, it's too tired. It's like, yes, like, whatis that about? Right, it's like I would, I would ask tolike because I'm actually really curious, and that's the piece, like I'm reallycurious about things. I'm not just like asking to ask, but I reallywant to know, and so, like that's how I incorporate it in trainings. If we had like a week of training and then we come back thenext week, I always ask people, Hey, look, what was thehighlight of the weekend? Right. So this is just a tip for everybody. There's like a whole study on this. It's in Vanessa van Edwards book capsto captivate. Yes, so she talks about how they're certain phrases thatwe use that people just don't like, but we say them, like how'syour day going, or like, how are you doing? are like what'sthe like, things like that, right, and so like you can ask someonehow they're doing and you're gonna get a generic answer. But instead whatshe talked about is, like what if you say, like what was thehighlight this weekend, or like what's been the highlight of the past twenty fourhours? It gets you thinking differently and it's like HMM, so instead ofasking people like Hey, what do you do for work? That's a boringquestion, right. So what you should ask people is, like tell mewhere your day to day it looks like, because that's different, right. Thenyou're like, oh, like my day to day, like yeah,morning, this is what I do, their afternoons, ctter. So youget more information. And so my point, and when I'm bringing it back tois that when it really comes down to making sure that you're having thesemeetings and trainings and bringing out these certain...

...things, I was just pay attentionto what people surroundings are, and then I'll ask people like Hey, whatwas your highlight this past weekend? are like, what's been a highlight thisweek? You know, what's something exciting you're looking forward to, because there'sare questions that people don't get asked and it really opens up the conversation tolearn a lot more about that person, just dropping knowledge bombs. You cansee why he's a part of the upcoming book. Here the speaking of thebook, we're super grateful that you participated in this project with human center communicationand we know you've had some access to some of the other sections of thebook here and there. What chapter or person or just topic are you superinterested in getting out there in front of people so on. So I'm reallyexcited to read re read Dan Tears section. So shout out to Dan on this. So I knew Dan. Wow, I connected with Dan like before Ieven got into sales, before I even created the star chronicles. Actuallyconnected with him on a platform called Blab. I don't know if any well evenremember this platform. All right. So, basically, so this,this is this is wild. So blab is very similar to clubhouse, whichyou'll probably seen or like played around with the before and it but it's videoformat, so it's for it's basically for spots you could be in and youhave your talking whatever, people can like clap and give you props if you'resaying something good and you could like collect claps. It's actually, it wasactually pretty cool. But it's got no sunset, but it is actually goodplatform and basically people in the audience can also comment and give you feedback aswell. So I was doing a podcast. I was basically doing like a podcastBlab with another person and Dan was one of the people that we interviewedand he just gave just incredible insights and I always remember him just drop inknowledge everywhere, and so I've always followed him ever since then. So whenI saw him in the book, I was like, Oh wait, dad, what up? It's been a minute. It's been a man of something likein six years, something like that. But I've always just followed as contentand stayed stay tune, and he always goes a good insight. Sothat will be definitely some good stuff in there. Do this so awesome,like Dan is one of these guys that you just asked and he shows up, you ask and he answers the question you ask, he makes the introductionlike just such a good dude. I love that. I just love thatyou connected with the years ago on a platform that I've never heard of.So wild. Yeah, yeah, yeah, so so again for books. AreListening. We brought eleven of our expert friends like Morgan J Ingram,who you've just spent the past at I know, thirty five minutes with andbrought them into this conversation about how to be more personal, how to bemore human, how to put humans at the center of the work that wedo so the outcomes wind up in a situation that benefits people. I mean, that's the reason we're doing all this work. So if you've enjoyed thisconversation with Morgan, one he mentioned Vanessa Van Edwards. She was our gueston this podcast on episode fifty four, unlocking the science of video. DanTire back on episode forty of this podcast. The biggest transformation and prospecting in thirtyyears. By the way, that transformation is video email. It's socrazy, 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, in the chapter that Morgan is featured in, has a ton of awesomevideo advice. Dan was also our guest again in the series that we're doingthis summer on episode one hundred and forty eight. So feel free to checkthat one out before we let you go, Morgan. Steve has a couple questionsthat I traditionally ask all the guests, but Steve gets to do it about. Yeah, I just got crappier version of the true. So,Morgan, this is your opportunity to thank or mention someone that's just had amajor impact on your life and and your career. Yeah, so I wantto show love to Ralph Barcie, and...

...the reason I want to show loveto him is because this is even. This is this is just funny.So he wrote a blog post back in twenty, I'm trying to remember,two thousand and fifteen, and basically it was like this is what you shouldbe doing to be a great SDR. Basically, that was like the premiseof the block, because I was trying to figure out like what even starewas it, because I was about to get moves to that role. Andso one of the things you mentioned was, hey, you should start a youtubechannel as an str and share insights with your audience, and that's theway they grow your brand and that's going to be a way to learn moreinformation about you, NSCR, because you'll be able to interview other sales theaters, and so I was like that's really interesting, and so I tweeted himand was like hey, has anyone started at you to channel for Strs,I could say, and I called it like something different. It was likestr like playbook or something I was going to call but I change the name. And I was like hey, like, is anyone done this? And he'slike 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 waslike any like he liked. He's kind of like okay, like youknow, everyone says that, and so I remember like having that as afocus and I remember, like four months later, as an SDR, likeI created it and I like sit him the first video and he was likeOh, like you were serious. I was like yeah, like why wouldI not do this? Like you said, this is what someone should do,and that goes back to what I said earlier. So many people willoverthink that concept. They're like, well, I gotta get a producer, Igotta go to camera, I got to learn youtube. I just likeyou know, I literally have my Mac book they gave me for work,and I was like I'm gonna go film it and I'm gonna fill them inone of the call rooms and just like bear this out right, and that'sthe big thing is you just got to take action and start. But I'lldefinitely show love the route Barcie and still to this day he's a friend andhe's still a mentor and and I still talk to him. That's a greatstory. How about a company that has just provided you with amazing, anamazing customer experience where they just want, above and beyond, a brand ora company that really stands out, and it could be anything. So II gotta show loved him stance. All Right, I'll I'm obsessed. I'mobsessed with stand socks like like, like beyond belief, like and the inand here's the reason why. So I used to go to New York likealmost every single month for sales training. That a lot of clients there,and I would always go to the dance store and Soho. And so whenI would go down, when I would go there like and again, Iwant to went once a month, right, the people remembered me. Oh snap, they're like, Oh what up? I was like what? They're like, yeah, we see you, like because I go pretty frequel.They're because my brother and there too. So, like I would say forthe weekend and I would probably go twice sometimes what the thing is like.They'd be like Yo, look what's up, and like we would have conversations.But other friends live in New York would go over there and so likewhat I would buy things. They would be like hey, so, likeI'm gonna let you know, like here's like the new drop that's going tocome out next month. So like if you come by next month, likethese are things that you just mad attached to. And then he was like, Hey, I've seen you bought a lot of socks here since here,like we actually have like a secret pack if you want to check that out. And so he would like so me like the secret socks right, andlike obviously, like I'm a huge advocate because I kept coming but like,as I kept showing up, that kept showing me more things. So likewhen people say all Morgan so fire about stands, like yeah, because likewhen I went to that store, like they will always would hook me up. They remembered who I was. Like they were really cool about it,and it's actually this really cool because like in other locations, select when Iwas in Phoenix for vacation, I want in the stand store and like Italk to do for like thirty minutes. They didn't know I was but likewe just talked for thirty minutes and they were just like really relaxed, cooland I was talking about like Wili stands and stuff. So like for me, like the customer experience that they have, at least when I go in there, is always top notch, which is why the only socks that Iwear a stance. Love it. That is such a common theme when weask these questions, and we've asked it well over a hundred times now,that theme of essentially they see me as...

...an individual human being and kind ofme where I am and based on what they know. Not every business cando that the same way, but we have tools available that can help usdo that. And, of course, I think it also goes back towhere we started, which is a cultural element where this is important. Thisis how we do it around here. This is the way Morgan and Ingramfeels. is how we want everybody to feel. That's how we do it. Like so many good lessons. Probably if we spend another ten minutes onyour experience, Oh for sure, well, we don't have it. We're goingto let you get on with your day. We're going to get listlet listeners get on to maybe another episode. But before we do, where wouldyou send people if they want to follow up on the work that youdo, if they want to connect with you on some of the various platformsthat you engage with people on, if they want to check out one up? Like, where would you send people who've enjoyed this conversation? Yeah,so, I mean, first and foremost, if you want to follow me orif you have a question. Actually, the best place nowadays actually hit meup on instagram at Morgan Jay Ingram. So check me out there. Verysimple to find in terms of the PODCASTS. It's called the one upformula with Morgan Jay Ingram. It's on spotify, I think, Google podcastand also apple podcasts. Feel free to check that out. And the focusis around understanding what people do outside of their working career that make them successful. So you learn a lot, like about eating habits, Yoga. I'Man'tlike infred sauna now, like I've just learned so much. I'm like,that's weird, but I go try and you and Steve can go deep bythat time. Well, the brother bring you on, Steve, because,like it's just you. I literally have learned so much. Like I'm inInfreen sans every Friday now I'm like, what am I doing with my life? I who am I? So? So, yeah, if you're intoRed Red light therapy, all about it. Yeah, if you, if youare into those things and you want to figure out how to become moreholistic, right, become more of you those that podcast. We have somepretty awesome people in their corporate pros on there, things of the nature,and then linkedin that mom on there too. So, Morgan Jay Ingram, youcan follow me there. Awesome. We will round up a bunch ofthese links. We do video highlights from this. So if you've been listeningand you want to see Morgan, you want to check out some of thecore passages that he shared here. Steve said, like just a bunch ofgold in this one, and so we do those video highlights, we dothe full audio, we do links to the things that are mentioned. Allat bombobcom slash podcast. Thank you so much for listening and, Morgan JayIngram, thank you so much for a participating in human center communication and bespending this time with us. Absolutely thanks for having me too. Often you'reoverwhelmed by the amount of noise in your inbox and slack in your linkedin messagesand every other channel and medium you use. And, guess what, so areyour prospects, customers, employees and recruits. Digital pollution is the problem. Human centered communication is a solution. From the authors of the best sellingbook rehumanize Your Business, comes a new book, Human Centered Communication, abusiness case against digital pollution, featuring expert insights from leaders at companies like salesforce, hub spot and Vangresso, giving you proven methods to earn attention,build trust, create engagement and enhanced reputation, helping you connect and communicate more effectivelywith the people who matter most. Learn more and pre order your copytoday at Bombombcom. Book and ask about special packages for your team, yourcompany or your community by emailing book at Bombombcom, visit Bombombcom, book oremail book at Bombombcom. Thanks for listening to the customer experience podcast. Remember, the single most important thing you can do today is to create and delivera better experience for your customers. Continue Learning the latest strategies and tactics bysubscribing right now in your favorite podcast player or visit bombombcom podcasts.

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