The Customer Experience Podcast
The Customer Experience Podcast

Episode 136 · 1 year ago

136. So, You've Just Been Named VP of CX... Now What? w/ Logan Lyles


Everyone’s looking to you as the new dedicated CX leader to structure the customer experience. What are your two functions? What three practices will help you achieve them?

In this episode, I interview Logan Lyles, VP of Customer Experience at Sweet Fish Media, about being the pioneer of the CX role at his company.

Logan & I talked about:

- How our mutual friend James Carbary introduced us in Colorado Springs

- The two halves of Logan’s CX team: customer success and content production

- What the first 90 days as VP of CX looked like

- Why incorporate video into your internal and external messaging

Check out these resources we mentioned during the podcast:

- B2B Growth




- Megan Bowen on LinkedIn

- James Carbary on LinkedIn

- Never Lose a Customer Again by Joey Coleman

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That's really the theme of how you can drive results with using videos, bringing that humanity to your communication, whether it is a prospect of candidate, a team member or anyone else. The single most important thing you can do today is to create and deliver a better experience for your customers. Learn how sales, marketing and customer success experts create internal alignment, achieved desired outcomes and exceed customer expectations in a personal and human way. This is the customer experience podcast. Here's your host, Ethan Butte. You've just been named VP of customer experience. Now what? That's where we're starting the conversation today. Our guest is eight months into a CX roll. That was a first for him and for his company. Fun fact, I'm a customer of this company. I've had an exceptional customer experience. Our guest built his career in sales and account management rolls before joining sweet fish media as director of partnerships. Two years later he was named VP of customer experience. He also co hosts the BEDB growth show and the B tob sales show. His appearance here on this show is long overdue. We're ending that now. Logan lyles welcome to the customer experience podcast. Man, it feels overdue and it's always good to chat with you, Ethan, whether we're recording or not. I totally agree with you with what you said before we hit recording. We we got to start this or we'll just hang out forever and have a great conversation and no one will get to benefit. So we're actually getting to have this conversation and share it with the world, and I feel like I get smarter every time I talk to you. It's always edifying and I come away feeling great, and so I'm glad we get to do this and record it for the podcast for once. Yeah, totally I and thank you for the kind words and totally agree. You've been kind enough to host me on be tob growth in some of these conversations, as like themes emerging, we want to have the conversation like now, let's record this one and release it so I enjoy it too. Before we get going, and for people who are listening, Logan and I have known each other for a few years. We're both in the Colorado Springs area and I guess is kind of a fun warm up spot, because relationships are fundamental like to both of our businesses. Like for us, it is the word relationships as a core value. It's baked into the core values. It's sweet fish. And this is not like a quiz or a putting you on the spot, but do you remember the day that we met in person for the first time? Absolutely, Man, and I have told this story numerous times. I remember when you guys became a customer at bombomb of sweet fish and we started the process to launch this podcast and I normally do an update video to our team kind of run down. Hey, we've got a new customer, this is the situation, this is what we're excited about, and I said I've got to this one's going to be a longer one, guys, because I have to tell you the story of meeting Ethan and because I credit that lunch that we have as being instrumental to joining the team here at sweetish. So I I was actually living in Texas for a while, looking at moving back to Colorado for the second or third time in my life, and I was looking at companies doing cool things here on the front range in Colorado and specifically in color of springs. Naturally found bombomb and then I saw this virtual summit where you were being interviewed by none other than James Carberry, founder and CEO here at Sweet Fish, and I started following James's content after that and then James Said Hey, I'm putting together these lunches. I'm going to be out in Colorado. You should come, and so it was the first time that I met James in person and the first time I met you in person. We just had a fantastic conversation. I think at that point there was even maybe a position or two that you and I were going to talk talk about at bomb ended up, you know, not working out, but that relationship with James led eventually to my first position here at sweet fish. You and I became friends and then, you know, the partner customer relationship went from there. And so our number one core value of love people...

...well is, as you mentioned. Relationships are at the heart of that. I know relationships are part of the number one core value at bomb and I just think that that story of not knowing where the relationships were going to go. But I remember James sitting down and saying hey, Ethan, meet Logan, Logan, be Ethan, you guys are going to be like mine. You guys are like minded, going to have some great things. We had a great conversation and it led to so many things, my the start of my career transition and my opportunity with sweet fish and the partnership that that we've had that goes beyond just producing the podcast. You and I flew down to Orlando Pre covid when we had an inperson customer mastermind and just so many great things that came out of that lunch. So maybe that's a longer story than what you were looking for, but it's near and dear to me and I can easily recap that anytime. Glove it. I am glad I asked and instructional, you know, for folks listening again, James invited me on to a podcast a couple of times with no expectation. I mean he hoped of course, that I'd become a customer, but I didn't become a sweetfish customer for years. He came to springs and Denver on that trip just to spend time with people that he had met digitally and in in the process brought us together. And so that story, for folks who heard it, isn't just about Logan and I warming up the conversation and telling old tales. It's investing in conversations, investing in relationships without a mean the expectation of an outcome is kind of there. I might get a job with these people, I might get a customer out of this. You know this always kind of part of the context of it, but that isn't the immediate goal. The immediate goal is connecting, learning, sharing, growing and the natural outcome of that is better results for people. And, frankly, from a customer experienced perspective, knowing the team at sweet fish before I was even thinking about becoming a customer with such an important part of my experience, varience to date with you. Also with that I'll ask you to define customer experience when I say it. What does that mean? You Logan? Yeah, I feel like I'm going to repeat a lot of things that have been said here because they have been so ready to hire and some some great people. You Know Joey Coleman, I'm such a big fan of his book, and Vanessa van Edwards just some fantastic episodes that I'm always pointing people to and I've gotten involved in consumed more of their content because of this show a common theme. I've heard from other guesses. It's the feeling. It's not just about what happens, it's about how the customer feels and I think that distinction between what happens and how they feel at the end of the day, which you know a lot of people are trying to gage with NPS and those sorts of things. So maybe that's a, you know, a factor to it, but I think it's how what happens makes the customer feel across all the touch points and I think a lot of people are starting to define customer experience very separately from customer success because it it overarches all the touch points, marketing, sales, customer success, Account Management, customer service and support, and obviously there's some different overlaps there, but I would say even premarketing, any engagement with your team, a lunch right, being hosted and featured in content from a brand, seeing content from an individual who's building their personal brand on Linkedin, that is part of the customer experience. And so I know that's been said before about the feelings and about out all the touch points, but I would say it's it goes even beyond when you think you've gone far enough to say this is everything that the customer experience umbrella covers. You probably have to go a step or two farther. Yeah, really well said and it was a nice recap of key points that have been themes throughout the show. But it's always worth saying again because everyone adds their own kind of nuance to it. They're a really interesting layer. You added was this idea that I may not even know that your company exists, but I've met a couple of your employees on Linkedin and then you know, because one day I have the time, I'm going to make...

...a couple clicks and now I start to learn more about your business and all that. Like. Our employees increasingly, and not just the obvious customer facing ones in sales rolls, bedr rolls, customer success and customer service rules, are employees are increasingly adding a lot of color and feel to the broader customer experience. I have some immediate follow up questions, but before I go there, for folks who aren't familiar, tell us a little bit about sweet fish. Who's your ideal customer and what do you solve for them? Yeah, and I think I can answer this question by adding on to something you were just talking about there, about the engagement with employees of your company than aren't necessarily in those traditional customer facing rolls. Something we do at sweet fish to capitalize on that reality a little bit. It's not mandatory because everyone on our team your linked in profile is yours right. It's completely optional, as it should be, if you want to put out content and do that to build your personal brand and or promote or bring awareness to the brand that you work for, and that's the approach we take a sweet fish. One thing that we do equip our team to do if they want to, is everybody put the same tagline in your linkedin profile. Now, a lot of people there's a difference between putting in what's your current titling company and the tagline. Usually the tagline is prepopulated with your current titling company. Some people get creative with that and what we've done is said everybody who wants to put this same tag line here, which describes what we do. We produce podcasts for B tob brands and that's what we do. We actually started out as a blog writing agency and James, being in the early founder seller mode, you know, found that first great fit customers and well, how can I find more of these? He's not really the cold calling type, for anyone who knows James, but he is the relationship building type. He's the curious type, and he said, well, what if I started a podcast for nonprofit executives that were trying to reach because we had found a good fit in that market, invite them to be a guest on a podcast instead of cold calling them, they will say yes. Will build relationships. The good news was we did build a lot of relationships. We got those yeses, but then those customers did not have budget for blog writing. But then James had the epiphany of what if we did this for other BB companies, because we we can help them build relationships with the people they want to reach most, because in bb you know who those people are. Right just like Sangram and others in the account based Marketing Movement, have put front and center and you're creating great content at the same time, something we call content based networking. James is obviously talked about that previous episode. So that's what we do. We serve B TOB companies. We've worked a lot with SASS companies, just like you guys that bomb bomb because SASS tech companies tend to be a little bit more progressive, so they were kind of a little bit ahead of the curve and podcasting and there's still a lot of room to grow. So we helped be to be companies, especially tech companies, produce their podcast so they can build relationships and they can create a ton of content as a main pillar in their marketing strategy. Perfect. And for a just a little bit more context before we get into this, the c x roll piece, the size of your team and the nature of it. I mean, you're all are remote, you're distributed. Let's just get for color for people, just for context of because where I want to go with this conversation is, how did you decide that a CX role was the right role? Why were you the right person for it, and all of that, but for context for people who are thinking about their own businesses who may or may not have a dedicated CX person or team or function. Just give a little color on how sweet fish is structured. Yeah, and you know not to, you know, Tut our own horn about you know, our growth or anything. But for that context, I was full timer number for almost three years ago a little bit after that first lunch that we recapped earlier and came in sat in the sales seat. I did that for about two and a half years and since that time of...

...having for full time employees and a number of contractors at that point as well. Wasn't just for folks but small at that point and then saw a tremendous amount of growth, both with podcasting catching on fire with the second wave that it's having really and still continuing to climb. And credit to James for building the brand a lot before I came in and so I got to step in there to the sales roll. We've grown over time. We are almost thirty full time employees now. We've been fully remote from day one, well before covid. Remember covid hit and people are like, can you work with US remotely? Can you help us record and release our podcast remotely? And we're like yeah, that's pretty much what we do already, like that's nothing new. And then we have a number of contractors as well. And in my role of vpfcx, we have two main functions within the customer experience function. There is customer success, where we have what we used to call our account managers now they are producers, they produce their podcasts for our customers. In there that primary account management, Customer Success Roll, customer facing. And then we have our content production team, who are less customer facing but their vital. Like if we can't edit audio and create video clips and right blog content on our customers podcast, then nothing really matters. And so those are the two functions now that make up a good bit of our business. We now have multiple people in the marketing team that sort of stuff, but fully remote pre covid. That's about size and growth over the last three years awesome. So go back like eight to twelve months. Tell me you kind of like what was going on in the business. When did you decide, with James and the other leaders in the organization, that x was the right language to put on this roll of kind of bringing some of this stuff together? Give us some context about why a CX title and why you yeah, so we had had a number of people overseeing the post sale team and it wasn't always this way, where we had customer experience overlaying customer success and our content production team. It was essentially just CX was just that front customer facing team, and so maybe it's a little bit of a misnomer when you think about, at least the way I think about, the difference between customer success and customer experience as a whole. Going back to your initial question, so we had a number of people in the those roles did a great job. Ryan Drotty, who's one of the first for full timers, stepped into that just kind of naturally started he was writing for sweetfish, then he became the first producer and then, naturally, as we grew that team, he was training those new producers, which we called the account managers and at that time, so it was a natural progression of we have more customers, we have more people helping those customers, we need someone to oversee that. So that was kind of infancy of see x at sweet fish. Over time we had a few people in in those roles, including, for a time Dan Sanchez, our director of audience growth. He was kind of serving as interim director of CX and that started, I think, the progression of why me in that role, because Dan was coming in too essentially be our director of marketing, what we call our director of audience growth, and he fits our buyer persona. He is a marketing leader. He's out there on Linkedin, he's trying to do the things that our customers are trying to do for their organizations, and so him bringing in that level of understanding of not just how do we get stuff done, how do we edit audio efficiently and meet deadlines, but taking that higher view of not just executing for the customer on what needs to happen, but executing on their goals and having those strategic conversations. And so one we needed to get Dan back out of customer experience and into the role of audience growth that he was hired to do here at sweet fish. So looking at at that, that we needed more strategic overlay in our CX function at...

...sweet fish. Looking at last July, we finally started tracking churn and we realized who we've got a big hole in the bucket. We are bringing in a lot of folks because James did a great job in the early days building the brand. Dan came in and added a ton of fuel to the fire to that and podcasting was still in high demand and still is, and we were so focused on on that growth that we let some things slide. And so combination of realizing the need realizing the strategic nature, we needed to include it in our CX function and that's where why me, because I was, I've been sitting in the sales seat for two years having the conversations with customers about not only what is our service do, but what's the strategy that's going to lead to results? So bringing that Consultative Strategy Perspective that I was having in pre sale conversations and trying to bring that and infuse that more across our team and something mind I'm still trying to do as we've rolled out different things, to try and be more of a strategic partner than simply hey, we execute and we added audio. We do those sorts of things really good. I love this idea of taking someone who is spent years having potential customer conversations and seeing, you know, who moves through, who bails out, and really truly understanding the customer. I think you know that's been a consistent theme on this show for over two years now, is intimate familiarity with the customer. Who they are, what are they about? What motivates them? What lights them up about US versus competitors? What lights them up about doing this versus the status quo, which is not doing this. And so I love this idea of you coming out of two years in a sales roll to take this on and into bridge. Both ways more off and I see someone coming out of customer success, like the CX conversation, comes out of CS and then starts to bridge the other way to pre sale. So I really like, I really love hearing you talk about it. Go the other way and it makes a ton of sense. Give me a couple things practically, like so you already identified a couple things, like you said, okay, Churn, we need to take that on. What were you know in the first three thousand and sixty ninety days, like what were a few key things that you and or your peers wanted out of this commitment to a point you to this function, like or a few things you did or took on a Red Joey Coleman's book. Never lose a customer again. I highly recommend that to anyone really in any role, but if you're taking on any sort of CX or customer success role, go read that book, because it takes this idea that we all understand about building raving fans and gives you a playbook and breaks down the different phases to the point now to where we've started to build out our hub spot email templates for our customer success team and break them into different folders between advise, a firm, activate and those different phases he breaks down in his book. So that to me helped start to take the first bites out of all of this that seem like, okay, how am I going to start to boil the ocean here? And so that framework has been incredibly helpful. Number two, we developed a rallying cry and an incentive for the team with a short term goal. So q four of last year, in two thousand and twenty, we said Hey, here is where we're at with churn, here's where we want to get it to. And, like I said, we really start to look at that. In July we started to implement some changes and we said, well, this isn't going to be an overnight, quick fixed thing right, so let's start to implement some changes and then let's start to track our progress in q four and if we hit this goal we're going to reward the team in some way. We let the team vote on it. We were going to do a retreat but then in December with, you know, covid number spiking again, things like that, we decided, hey, let's give everybody a certain allotmant to to to beef up their Home Office set up, and that actually went over really well. So trying to find a framework to follow and systematically address things rather than trying to...

...boil the ocean, developing a rallying cry that the team could all get behind. And then the third thing we started to implement and we're taking to the next phase this year is what we call qprs. So everybody heard me right. I didn't say QB are. We all know what a quarterly business review is. We implemented a quarterly podcast review because we had not had a regular time where we were recapping with our customers. Where have we been, what successes have we had, what's going well? Where we at now, what areas do we maybe need to address and where are your questions? Where can we offer more guidance? which leads into the where we going together. So we implemented these qprs so we could sit down once a quarter on a forty five minute call. I think, as it was coming up with this idea is picking your brain about what would be good doing include in these. So I would say we also talked to customers before implementing this to get that feedback and you had some great input for me as so now we are regularly doing quarterly podcast reviews with our customers where we're looking at these three elements and making sure that, again, we recognize that our customers wanted and needed and we need to add that differentiation, as there's more competition in the market, of being a strategic partner, and that's one of the tactical things that we implemented. And we did hit that queue for turn goal and everybody was really enjoyed that and it was a great bonding moment for the team, feeling like a we set the flag on this hill, we charged up to together and we made it here. Let's now set our next goal and go towards it together. so much good stuff there. I guess right where I would like to follow up is the relationship between x and X. I think what you pointed to there. Well, I guess I'll highlight one thing you said to so that people don't miss it. I love this idea of doing qprs. I also love the idea of taking what you're learning as someone who is executing one of those calls and bringing it back to the team so that everyone can kind of get the color and nuance of what success looks like to different customers on a rolling basis, because I'm sure there's a lot of things that you know one customer is looking for that another customer might also be looking for, kind of stuff, and so that sharing internally is really good. But I really like this kind of rallying the team around it, celebrating something together. You all have an amazing culture. I've had nothing but wonderful interactions on linkedin and directly by video exchanges by email with your team members and I know it's important, but I also like that you were just right there talk a little bit about the relationship between x and CX in the context of the work that you do. I think that maybe it was in Joey Coleman's book that he and I'm rehashing his episode too much. Just tell me, but no, I think it was where he asked a team and maybe it was from somewhere else, but this story I remember hearing about we want to give the Ritz Carlton Experience to our customers and then you know, asking that executive well, do your employees know what that feels like? Do they know what the you know, the White Glove Ritz Carlton Experience is like? Well, well, maybe not. Well, how are you expecting them to to execute on that if you're not giving them something experiential that they can translate into how they're going to serve their customers? And so I think this is something that, you know, not a lot of scaling up companies that are sub thirty full time employees have a director of culture and people ops like we do, and it's you know, Kudos to James for investing here. Kudos to Ryan Drotti, who sits in that seat on our team right now and does a phenomenal job of engaging a remote team doing things like on our random channel on slack, asking a question of the day so that people have a prompt to be able to to share things and initiate those water cooler conversations that don't happen remotely unless you really intentionally try to make them happen, and gives us an opportunity to live...

...out our first core value of loving people well internally, so that you know we're really flexing that muscle to turn and and do some of those things with our customers, taking time on a customer call to to ask them, you know, more personal questions and build friendships with our customers. If we don't have that that premise or we're not doing that internally, it's really tough to ask your team to do that externally when there's not a precedent for it internally. Really good and I love the the really practical tip in there for folks that aren't doing it. Creating intentional prompts so that people can share about themselves, learn about other people, feel like they're seeing and appreciated or understood in a unique way. Really good stuff. They're Joey Coleman and never lose a customer. I get referenced video messages several times and I would be remiss if I did not ask you, as someone who is sent nearly seven hundred videos. I don't know if you're paying attention, but I am nearly wondering and I love that you pulled that up because I was thinking the other day. I was like, I wonder if I'm nearing a thousand, because I've heard you talk about when you hit that mark and that sort of stuff, and I know you can see because I use mom mom all the time. Yeah, so you're you're closing in on seven hundred. I think a really good hour of thank you's and good jobs to people in your network would get you, get you over that next milestone. But talk about the importance of these simple, casual, conversational video messages in place of what would otherwise be blocks of text, to build relationship and to improve either x or x and maybe a couple ways that you've you know of those. You know six hundred and some. You know what? What are a few key themes among them, like when are you doing that and why? Yeah, I love talking about this and I didn't even know you are going to prompt me here, but I can really go here because I'm not only just a proponent of bombomb because of our relationship and my experience with bombomb in the product, but the concept. If you are not using video in these very practical ways, you need to start doing in some former fashion. And so there are a few things we do. One we do a welcome video for every new customer. Joey Coleman talks about, you know, this Troth of where there's we're ringing the Sales Gong and the new customer is just signed and and especially in be tob we think there's no emotion, but there's a lot of emotion of what if this doesn't work out? What if my boss doesn't agree with me? What if I'm on the hook if this vendor doesn't Pan Out? And so where we've tried to address that is we have a process in place, mapped out in a sauna and the back end of sweet fish, to assign five or six individuals on the team to record a quick video welcoming the new customer, mentioning them by name if there are multiple points of contact within the organization, and just saying we're excited to work with you, here's my role, here's what I'm going to be doing, even if it's someone behind the scenes like our CEO, they'll read getting those together and then sending that to the customer. And almost every time we send them, customers are like, I'm stealing this, this was awesome, this is such a great way to kick off the relationship. I can't believe you guys did this. And we have had multiple customers steal that process and we love it. We're like sweet do it. So that's one thing that we do. Another thing that I have seen is just something that you've helped me a lot with and understanding how to send just one to one personal video messages when I sitting in the sales seat, did that a ton. Now that I'm overseeing the customer experience team, I just saw one of our producers, Sam, she's here in Colorado as well, and she's letting a customer no, Hey, we're going to schedule your first QPR, those quarterly reviews we were talking about earlier, and we want to be proactive. Just put it on the calendar. But to explain, Hey, here's the thinging behind this, here's what you can expect on this call. Sometimes you get something it's like, Oh, there's five bullet points, I'll read that later, and then you end up showing up to a call and you're like, why are we here? She intentionally sent a video...

...perhaps the customer, and now we know if that's been seen, it's more likely that that message is going to be seen. To other things I've I've seen our team do well is customer service. Is Not all that CX is, but it's a it's a part of it. Right and all of us have those sticky situations where we need to work with a customer and even if you weren't fully remote precovid, you probably dealing with more customers remotely and sometimes you need to address something quickly before there's time for a live chat to actually work through the sticky situation. And so I've encouraged our team and I've seen them do this, send a quick message to convey that humanity with an upset customer or something that needs some nuance that this is going to take thirty minutes. And also it's more efficient for you because we, most of US anyway, talk faster than we type. So it's efficient, it creates that humanity, it lets the customer know, Hey, I didn't just beam you with a template, that your request is in the queue. And the other area goes more to the ex side you were talking about. In the employee experience, our team has consistently avoided meetings by sending a three minute screen recording video or just a you know, one to one personal video with Bombomb to team members on slack and saying hey, this is a little bit more nuanced. It's somewhere in between a back and forth slack message and a thirty minute meeting. So let's knock this out both ways, which allows us to communicate more efficiently also more effectively, because that tone of voice, the body language that I contact, the look. I'm not trying to micromanage here, so tell me if I'm not. And you can do that even in a one to one video message like you would, you know, over zoom. And so those are a few ways we bake in the use of video go on both the CX and the ex side really good at for folks listening, I encourage you to hit that sixty two back probably like two, maybe three times, because there are a lot of really useful tips in there from someone who's been using video messages for a few years now to improve the experience that customers have and that employees have. The one I want to speak to specifically that I really enjoy is a using video messages and slack, which I do all the time using the bombomb chrome extension and so to my team members. But specifically what you offered there this idea of okay, this could be like this annoying kind of back and forth text exchange where we're typing too much stuff to really get to the real meaning. But we don't necessarily all need to schedule this live synchronous fifteen or thirty minute meeting a two minute video where I can qualify things, I can position things, I can include that nuance might close the gap on it. And so this, this efficiency play, I think, is one that's not enough in the conversation overall about videos. I think too much of the conversation right now, kind of popularly, is about prospecting and using it to get attention in this kind of like, I hate to use the term, but kind of like the shiny object thing. And so I just want to let folks know who are sitting there on the on the outside of this video messaging practice from Logan, who is years into it, that there are all these practical, useful, efficient uses of video that aren't just about kind of begging and borrowing and stealing attention by doing something different than people haven't seen before. By the way, not enough people are doing it. So you still get that result. To it's still does work in prospecting. I'm so glad you said that, because it still does work in that newness factor. You know, it's kind of like when I hear people say, oh, podcasting so saturated. I'm like, have you looked at the numbers? Have you compared the number of podcasts to youtube channels and blogs and look at the number that are actually active? And so, anyway, I won't go on my rant there because we're not talking about podcasting, but if you want to know the actual numbers are, reach out to me. But video, I think I feel like we're in like that majority phase, but it's I'd say. I think you and John Rougie on your team maybe put some stuff out on this a while back, like where are we in that curve...

...of adoption? We're earlier than we think. If you you know, for folks like me and you that have been doing this for a while, and so for folks that are like Oh, I seeing people, you know, the white boards overdone and this is overdone and done. I just yesterday I saw a call on my calendar, because I still take some sales calls right now. Someone books some time, but I saw this. It wasn't actually a lead, it was someone who was interested in maybe being a contract audio engineer for us, and so I send him back a video message. Hey, I'm going to take the call off the calendar because I didn't want to just, you know, delete it. It adds some humanity and say they you actually do have some experience. Here's where you need to go. Look at the Blue Bar right below my face with the call to action feature within bombomb here's the link where you can and apply to be an audio engineer contractor with us. And he used the comment feature back, but I've seen this in emails back as well as like Whoa, I was not expecting this. Thank you so much. I've not gotten a message like this. And so not just for prospecting, but in all sorts of communications with customers, with potential employees, with candidates that you're hiring, all sorts of applications where you can stand out, not because you're trying to be cheesy or different, but you're trying to convey that humanity which you know you talk about a ton in rehumanize your business and I think that that that's really the theme of how you can drive results with using videos, bringing that humanity to your communication, whether it is a prospect of candidate, a team member or anyone else, really good. I love that specific example and from an employee experienced perspective, I found it really helpful to reach out to people applying for jobs, because I know that so many people experience that from other companies. Is a black hole, and so just this idea of a human face coming back to you, greeting you by naming letting letting you know that they appreciate your interest in the company is is super powerful. We you go on. I know you've got a meeting with the original producer of the customer experience podcast. I don't want you to be late for your time with Alison. She's amazing, but really quick question here. You're very well in touch with the be tob sales and marketing community. Obviously that is who your customers are. It's also who you spend a lot of time engaging with on Linkedin. Where do you think we are with CX at a high level in that community? Be Like, where are we? Man? I think that might be a whole other episode. I feel like, you know, some are doing it really well. I think I don't know necessarily where we are. If I could say, you know we were in an eight out of ten or most organizations are here. But I do think one thing that more companies are going to start paying attention to as we've beat everyone over the head with sales and marketing alignment and it's still a challenge for a lot of organizations and it's understandable. But a lot of us here that and we're like, oh gosh, another podcast, another webinar about sales and marketing alignment. I don't think that sales and customer experience or sales and customer success, however you have that structured in your organization, is talked about enough and I do think that the companies that are creating a better customer experience are focusing on that crucial handoff. I've done a few episodes with Megan Bowen that refine labs and agency that we have a lot of similarities and a lot of similar approaches to on our podcasts. Be To be growth, sharing some very specific things about how to make those sales to customer success handoffs better in those sorts of things, and that content has gotten a lot of engagement. So I think it's a topic that companies that are trying to improve the customer experience they're focusing on that lever because it's one that just a little bit of attention can generate a lot of results, really good I'm glad I asked. That is a topic for a whole conversation. We won't have that one today. For folks who are listening, we've mentioned his name several times already. Both of these gentlemen several times already. They're both guests on the customer experience podcast, episode fifteen with Joey Coleman, best selling author of never lose a customer again. You have one hundred days to create or lose a lifelong customer. I encourage you to follow up on on Logan's advice here.

He would that hit, that book and that conversation were got's for him and his transition to a CX leadership role. That's episode fifteen with Joey Coleman and, of course, episode sixty one with James Car carberry, founder and CEO of Sweet Fish Media, author of content based networking. We called that one, which is essentially the subtitle of his of his book, instantly creating connection with anyone you want to know. PODCASTING is a great way to do it. Sweet fish is a great team to help you do that. Before I let you go, Logan and I am holding you over for your meeting with Alison, so apologies to you, Allison. You know the drill here. You've listened to enough of these episodes. Who's someone you like to thank or mention? Yeah, I'm I'M gonna give three shoutouts here. One I already did. Megan Bowen at refine labs. If you're not following her on Linkedin, her last names Bowean, follow her. She's the chief customer officer at refine labs. has a ton of experience in a number of different organizations in customer success roles, and so she has been instrumental lately to me stepping into a CX roll where we have similar businesses, similar target audiences, similar business models to it to a degree, and she's been great in letting me pick her brain and just talking through different ideas we want to implement. From a sales perspective, Rex Biverston is someone I always go to for advice. I was actually just texting him yesterday as we're hiring for a new sales roll and he's just one of those minds in BB sales. He's a person that I trust, that I look up to, respect and he has had a lot of positive things over the last two three years. We've gotten to know each other. And then I've got to give a shout out to James Because, as we went back to the story we started with, his willingness to give me a seat on this rocket ship literally has changed the trajectory of my career and my life, and so I would be remiss if I didn't include him there, even though you rightly gave a shout out to him already. So those are my three I wanted to give shout outs to today. Awesome, well done. How about a company or a brand that you appreciate for the experience they deliver for you as a customer? Yeah, so recently we've established two very important partnerships with brands in the podcasting text base. One sound or dot FM, the other Riversidet FM that we're actually recording this podcast on, and their product is by no means perfect. There I think heading in the right direction, though, and continuing to address new things that customers are asking for. They just rolled out their IOS APP, and this is not a plug for all of their great features and everything, but their customer support team. I to reach out to them recently and said Hey, our customers who are using your platform as part of our service, they're not getting a, you know, a fast enough response, and they said Hey, here is our enterprise support email. Have everyone use this, and since we've been doing that. I mean lightning fast responses, and so it's not always in customer experience about how well do we deliver, it's how well do we respond, because those are the opportunities where we can turn a frustrated customer into a raving fan. And there are just a few examples where that team has stepped up to help it in that area with our team specifically. So Riversidet FM, especially if you already have a podcast. Check them out. Awesome and Sounder FM. I also love that platform too. I love being a customer of yours. I love your team. I appreciate spending time with us. For folks who enjoyed it, and they're listening right now, so they did enjoy it. Where how can they follow up with you, Logan, and how can they follow up with sweet fish or any place, cell anything else you want to send people to be be growth? Yeah, so a few different ways. Connect with me on Linkedin. I think I'm the only Logan, lyles L Y L EES. Pretty easy to find me on Linkedin. You can find us at sweet fish Mediacom. If you want to get in touch with the team, you can also email me directly, pretty easy. Logan at Sweet Phish Mediacom. If you are active or poking around on Clubhouse,...

James and Dan, two of our team members we've mentioned multiple times here, are doing the marketing at noon room on clubhouse every weekday, noon eastern. So if you don't have if you're not on clubhouse, shoot me a linkedin message or an email and there's some great conversations that are happening their live and, of course, our show be to be growth. If you're not subscribed, you can check that out wherever you get your podcasts. Awesome. He is Logan, lyles. I am Ethan, but hit us up on Linkedin. Thanks so much for listening and thank you again, Logan, for your time. Absolutely even this was fantastic, as all of our conversations tend to be. Thanks so much. Clear Communication, human connection, higher conversion. These are just some of the benefits of adding video to the messages you're sending every day. It's easy to do with just a little guidance, so pick up the official book. Rehumanize Your Business. How personal videos accelerate sales and improve customer experience. Learn more in order today at Bombombcom Book. That's bomb bombcom book. Thanks for listening to the customer experience podcast. Remember the single most important thing you can do today is to create and deliver a better experience for your customers. Continue Learning the latest strategies and tactics by subscribing right now in your favorite podcast player, or visit Bombombcom podcast.

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