The Customer Experience Podcast
The Customer Experience Podcast

Episode 136 · 6 months 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

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.

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That's really the theme of how you candrive results with using videos bringing that humanity to yourcommunication, whether it is a prospect, a candidate, a team member or anyoneelse. The single most important thing you cando today is to create and deliver a better experience for your customers,learn how sales, marketing and customer success experts create internalalignment, achieve desired outcomes and exceed customer expectations in apersonal and human way. This is the customer experience podcast. Here'syour host, eath and beaute you've just been named VP of customerexperience. 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 forhis company fun fact. I'm a customer of this company I've had an exceptionalcustomer experience, our guest built his career in sales and accountmanagement rolls before joining sweet fish media as director of partnerships.Two years later, he was named VP of customer experience. He also co hostthe B TB Growth Show and the bee to be sales show. His appearance here on thisshow is long overdue. We're ending that now, Logan Liles, welcome to thecustomer experience podcast man, it feels overdue and it's always good tochat with you Ethan, whether we're recording or not. I totally agree withyou with what you said before we hit recording. We got to start this orwe'll just hang out forever and have a great conversation and no one will getto benefit, so we're actually getting to have this conversation and share itwith the world, and I feel, like I get smarter every time. I talk to you. It'salways edifying and I come away feeling great, and so I'm glad we get to dothis and record it for the podcast for once yeah totally. I and thank you forthe kind words and totally agree. You've been kind enough to host me on Bto be growth in some of these conversations as like themes emerge,and we want to have the conversation like now. Let's record this one andrelease it so I enjoy it too, before we get going and for people who arelistening, Logan and I have known each other for a few years- We're both inthe Colorado Springs area and I guess it's kind of a fun warmup spot, becauserelationships are fundamental like to both of our businesses like for us, itis the word relationships is a core value, it's baked into the core valuesat Sweetish, and this is not like a quiz or a put a you on the spot. But doyou remember the day that we met in person? For the first time? Absolutelyman- and I have told this story numerous times. I remember when youguys- became a customer at bombum of sweet fish and we started the processto launch this podcast, and I normally do an update video to our team kind ofrun down. Hey we've got a new customer. This is the situation. This is whatwe're excited about, and I said I've got a this one's going to be a longeron guys, because I have to tell you the story of meeting ethen and because Icredit that lunch that we have is being instrumental to joining the team hereat sweetish. So I was actually living in Texas for a while looking at movingback to Colorado for the second or third time in my life- and I waslooking at companies doing cool things here on the front range in Colorado andspecifically in color, springs, naturally found Bomba, and then I sawthis virtual summit where you were being interviewed by none other thanJames Carberry, founder and CEO here at Sweet Fish, and I started followingJames's content after that and then James said: Hey, I'm putting togetherthese lunches, I'm going to be out in Colorado, you should come and and so itwas the first time that I met James in person and the first time I met you inperson. We just had a fantastic conversation. I think at that pointthere was even maybe a position or two that you and I were going to talk. Talkabout at Boma ended up, you know not working out, but that relationship withJames led eventually to my first position here at sweet fish. You and Ibecame friends, and then you know the partner customer relationship went fromthere, and so our number one core value...

...of love people well, is, as you mentionrelationships are at the heart of that. I know relationships are part of thenumber one core value at Boma and I just think that that story of notknowing where the relationships were going to go. But I remember JamesSitting down and saying: Hey Ethan meet Logan Logan Be Ethan. You guys aregoing to be like mine, you guys are like minded going to have some greatthings. We had a great conversation and it led to so many things. My the startof my career transition at my opportunity, with sweetish in thepartnership that that we've had that goes beyond just producing the podcastyou and I flew down to Orlando Pre coid. When we had an in person customermastermind and just so many great things that came out of that lunch, somaybe that's a longer story than what you were looking for, but it's near anddear to me, and I can easily recap that any time glove it. I am glad I asked aninstructional. You know for folks listening again James invited me on toa 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 sweet fish customer foryears. He came to springs in Denver on that trip, just to spend time withpeople that he had met, digitally and in the process brought us together, andso that story for folks who heard it isn't just about Logan and I warming upthe conversation and telling old tales. It's investing in conversationsinvesting in relationships. Without a I mean, the expectation of an outcome iskind of there. I might get a job with these people. I might get a customerout of this. You know that's always kind of part of the context of it, butthat isn't the immediate goal. The immediate goal is connecting learningsharing growing and the natural outcome of that is better results for peopleand, frankly, from a customer experience perspective knowing the teamat sweet fish before I was even thinking about becoming a customer withsuch an important part of my experience to date with you. Also with that I'llask you to define customer experience when I say it, what does that mean youLogan Yeah? I feel like I'm going to repeat a lot of things that have beensaid here, because there have been ives just so ready to hire and some somegreat people. You know Joy Coleman, I'm such a big Fan of his book and VanessaVana Edwards, just some fantastic episodes that I'm always pointingpeople to, and I've gotten involved in consumed more of their content becauseof the 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 Ithink that distinction between what happens and how they feel at the end ofthe day, which you know a lot of people are trying to gauge with N ps and thosesorts of things. So maybe that's a you know a factor to it, but I think it'show what happens makes the customer feel across all of the touch points,and I think a lot of people are starting to define customer experiencevery separately from customer success because it it over arches all the touchpoints, marketing sales, customer success, Account Management, customerservice and support, and obviously there's some different overlaps there.But I would say, even pre marketing any engagement with your team of lunchright being hosted and featured in content from a brand seeing contentfrom an individual who's building their personal brand on linked in that ispart of the customer experience. And so I know that's been said before aboutthe feelings and about all the touch points. But I would say it's: It goeseven beyond when you think you've gone far enough to say this is everythingthat the customer experience umbrella covers. You probably have to go a stepor two farther yeah really well said, and it was a nice recap of key pointsthat have been themes throughout the show, but it's always worth sayingagain, because everyone adds their own kind of nuance to it. They're a reallyinteresting layer. You added was this idea that I may not even know that yourcompany exists, but I've met a couple of your employees on link in and thenyou know, because one day I have the...

...time I'm going to make a couple clicksand now I start to learn more about your business and all that, like ouremployees increasingly, and not just the obvious customer facing ones insales roles, bedr rules, customer success and customer service rules, ouremployees are increasingly adding a lot of color and feel to the broadercustomer experience. I have some immediate follow questions, but beforeI go there for folks who aren't familiar, tell us a little bit aboutsweet fish who's. Your ideal customer and what do you solve for them yea, andI think I can answer this question by adding on to something you were justtalking about there about the engagement with employees of yourcompany, then aren't necessarily in those traditional customer facing roles,something we do at sweet fish to capitalize on that reality, a littlebit. It's not mandatory, because everyone on our team, your linked inprofile, 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 andor promote, or bring awareness to the brand that you work for and that's theapproach we take, it sweet fish, one thing that we do equip our team to doif they want to is everybody, put the same tag line in your linked in profile?Now, a lot of people there's a difference between putting in what'syour current title and company and the tag line. Usually the tag line is prepopulated with your current titling company. Some people get creative withthat and what we've done is said. Everybody who wants to put this sametag line here, which describes what we do we produce podcast for be to bebrands and that's what we do. We actually started out as a blog ridingagency and James being in the early founder, sellar mode. You know foundthat first great fit customer and said well. How can I find more of these he'snot really the cold calling type for anyone who knows James, but he is therelationship, building type he's the curious type and they said well what,if I started a podcastt for non profit executives that were trying to reach,because we had found a good fit in that market, invite them to be a guest on apodcast instead of cold calling them. They will say: Yes, we'll buildrelationships. The good news was, we did build a lot of relationships. Wegot those yeses, but then those customers did not have budget for blogriding, but then James had the epiphany of what. If we did this for other B tob companies, because we can help them build relationships with the peoplethey want to reach most because, in B to B, you know who those people areright, just like Sangram and others in the account base. Marketing Movementhave put front and center and you're creating great content. At the sametime, something we call content has networking James S obviously talkedabout that and previous episode. So that's what we do. We serve Btbai.We've worked a lot with SASS companies. Just like you guys at Bombanee SAS techcompanies tend to be a little bit more progressive, so they were kind of alittle bit ahead of the curve and podcast ing and there's still a lot ofroom to grow. So we all be to be companies, especially tech companies,produce their podcast, so they can build relationships and they can createa ton of content as a main pillar in their marketing strategy, perfect andfor just a little bit more context before we get into this the CX rolepiece the size of your team and the nature of it I mean you're all areremote you're distributed, let's just get for color for people just forcontext of, because where I want to go with this conversation is how did youdecide that a c x role was the right role? Why were you the right person forit and all of that, but for context for people who are thinking about their ownbusinesses, who may or may not have a dedicated CX person or team or functionjust give a little color on how sweet fish is structured. Yeah- and you knownot to you- know Tut our own horn about you, know our growth or anything. Butfor that context I was full timer number four, almost three years ago, alittle bit after that, first lunch that we re capt earlier and came in, sat in the sales seat. I didthat for about two and a half years and...

...since that time of having four fulltime, employees and a number of contractors at that point as well. Itwasn't just for folks but small at that point and then saw a tremendous amountof growth, both with podcast ing catching on fire, with this second wavethat it's having really and still continuing to climb and credit to Jamesfor building the brand. A lot before I came in, and so I got to step in thereto 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 ovid remember,coved hit and people are like. Can you work with US remotely? Can you help usrecord and release our podcast remotely and we're like yeah? That's pretty muchwhat we do already like: That's nothing new, and then we have a number ofcontractors as well and in my role of VP CX, we have two main functionswithin the customer experience function. There is customer success where we havewhat we used to call our account managers. Now they are producers, theyproduce their podcast for our customers and they're that primary accountmanagement customer success role customer facing, and then we have ourcontent production team who are less customer facing, but they're vital,like if we can't edit audio and create video clips and right blog content onour customers. PODCAST, then nothing really matters, and so those are thetwo functions now that make up a good bit of our business. We now havemultiple people in the marketing team, that sort of stuff but fully remote,pre co, vid, that's about size and growth over the last three years.Awesome so go back like eight to twelve months, tell me kind of what what wasgoing on in the business. When did you decide with James and theother leaders in the organization that C x was the right language to put onthis role of kind of bringing some of this stuff together? Give us somecontext about YAC title and why you yeah, so we had had a number ofpeople overseeing the post sale team and it wasn't always this way where wehad customer experience. overlaying customer success in our contentproduction team- it was essentially just C X- was just that front customerfacing team, and so maybe it's a little bit of a misnomer when you think aboutat least the way, I think about the difference between customer success andcustomer experience is a whole going back to your initial question. So wehad a number of people in the those roles. Did a great job Ryan Drodi who's,one of the first four full timer stepped into that just kind ofnaturally started. He was writing for sweet fish. Then he became the firstproducer and then naturally, as we grew that team, he was training those newproducers which we called account managers and at that time. So it was anatural progression of we have more customers. We have more people helpingthose customers. We need someone to oversee that, so that was kind ofinfancy of CX at at sweetish. Over time we had a few people in those roles,including for a time Dan Sanchezour, director of audience growth. He waskind of serving his interim director of CX and that started. I think theprogression of why me in that role, because Dan was coming in toessentially be our director of marketing, what we call our director ofaniene growth and he fits our buyer persona. He is a marketing leader he'sout there unlinked in he's, trying to do the things that our customers aretrying to do for their organizations and so him bringing in that level ofunderstanding of not just how do we get stuff done? How do we edit audioefficiently and meet deadlines, but taking that higher view of not justexecuting for the customer on what needs to happen but executing on theirgoals and having those strategic conversations, and so one we needed toget Dan back out of customer experience and into the role of audience growththat he was hired to do here at sweet fish. So, looking at at that that weneeded more strategic overlay in our CX...

...function at sweetish. Looking at lastJuly, we finally started tracking churn and we realized who we've got a bighole in the bucket. We are bringing in a lot of folks, because James did agreat job in the early days. Building the brand Dan came in and added a tonof fuel to the fire to that and podcast ing was still in high demand and stillis, and we were so focused on that growth that we had let some thingsslide 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'd been sitting in the sales seat for two years, having theconversations with customers about not only what does our service do, butwhat's the strategy that's going to lead to results so bringing thatconsultative strategy perspective that I was having in presale conversationsand trying to bring that and infuse that more across our team, and so I'mstill trying to do as we've rolled out different things to try and be more ofa strategic partner than simply hey, we execute and we ended audio. We do thosesorts of things really good. I love this idea of taking someone who hasspent years having potential customer conversations and seeing you know whomoves through, who bails out and really truly understanding. The customer, Ithink you know that's been a consistent theme on the show for over two yearsnow is intimate familiarity with the customer who they are. What are theyabout? What motivates them, what lights them up about US versus competitors?What lights them up about doing this versus the status quote, which is notdoing this, and so I love this idea of you coming out of two years in a salesrole to take this on and to into bridge both ways. More often, I see someonecoming out of customer success like the CX conversation comes out of CS andthen starts to bridge the other way to Presale. So I really like I really lovehearing you talk about. It go the other way and it makes a ton of sense. Giveme a couple things practically like so so you already identified a couplethings like you said: okay, Churn. We need to take that on what were you knowin the first thirty sixty ninety days, like what were a few key things thatyou and or your peers wanted out of this commitment to appoint you to thisfunction like wore a few things you did or took on, I read Joey Coleman's booknever lose a customer again. I highly recommend that to anyone really in anyrole, but if you're taking on any sort of CX or customer success role, go readthat book, because it takes this idea that we all understand about buildingraving fans and and gives you a play book and breaks down the differentphases to the point now to where we've started, to build out our hub spotemail templates for our customer success team and break them intodifferent folders between advise a firm activate and these different phases hebreaks down in his book, so that to me helped start to take the first bites out of all of this.That seemed like okay. How am I going to start to boil the ocean here, and sothat framework has been incredibly helpful. Number two: We developed arallying cry and an incentive for the team with a short term goal, so Q, fourof last year in two thousand and twenty we said he here's where we're at withturn here's where we want to get it to and like I said, we really started tolook 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'sstart to implement some changes and then, let's start to track our progressin Q. Four, and if we hit this goal, we're going to reward the team in someway we let the team vote on it. We were going to do a retreat, but then, inDecember with you know, ovid numbers piking again things like that wedecided hey, let's give everybody a certain allotment to to beef up their Home Office, set upand then actually went over really well so trying to find a frame work tofollow and systematically address...

...things rather than trying to boil theocean developing a rallying cry that the team could all get behind and thenthe third thing we started to implement and we're taking to the next phase thisyear is what we call prs. So everybody heard me right, I didn't say BR. We allknow what a quarterly business review is. We implemented a quarterly podcastreview because we had not had a regular time where we were recapping with ourcustomers. Where have we been? What successes have we had what's going?Well, where are we at now? What areas do we maybe need to address, and whereare your questions? Where can we offer more guidance which leads into thewhere we going together? So we implemented these PRS, so we could sitdown once a quarter on a forty five minute call, I think, as I was comingup with this idea, was picking your brain about what would be good doing,including these. So I would say we also talked to customers before implementingthis to get that feedback, and you had some great input for me and so now weare regularly doing quarterly podcast reviews with our customers. Where we'relooking at these three elements and making sure that again, we recognizethat our customers wanted and needed, and we need to add that differentiationas there's more competition in the market of being a strategic partner andthat's one of the tactical things that we implemented and we did hit that Qfor turn goal and everybody was really enjoyed that, and it was a greatbonding moment for the team feeling like Hay. We set the flag on this hillwe charged up to together and we made it here. Let's now set our next go andgo towards it together, so much good stuff there. I guess where, where Iwould like to follow up, is the relationship between ex and C X. Ithink what you pointed to there. Well, I guess I'll highlight one thing yousaid to so that people don't miss it. I love this idea of doing prs. I alsolove the idea of taking what you're learning as someone who is executingone of those calls and bringing it back to the team so that everyone can kindof get the color and nuance of what success looks like to differentcustomers on a rolling basis, because I'm sure there's a lot of things thatyou know. One customer is looking for, that another customer might also belooking for kind of stuff, and so that sharing internally is really good. ButI really like this kind of rallying the team around it celebrating somethingtogether. You all have an amazing culture. I've had nothing but wonderfulinteractions on linked in and directly by video exchanges by email with yourteam members, and I know it's important, but I also likethat you were just right. There talk a little bit about the relationshipbetween ex and C X in the context of the work that you do. I think thatmaybe it was in joy, Coleman's book that he and I'm rehashing his episodeto too much just tell me, but no, I think it was where he asked a team, andmaybe it was from somewhere else, but this story I remember hearing about. Wewant to give the Ritz Carlton Experience to our customers and thenyou know asking them executive. Well, do your employees know what that feelslike do they know what the you know, the White Glove Ritz Carlton experienceis like well. Well, maybe not well. How are you expecting them to execute onthat, if you're not giving them something experiential that they cantranslate into how they're going to serve their customers? And so I thinkthis is something that you know not a lot of scaling up companies that aresub thirty full time. Employees have a director of culture and people, opslike we do, and it's you know Kudos to James for investing here, Kudos to Ryandraughty, who sits in that seat on our team right now and does a phenomenaljob of engaging a remote team doing things like on our random channel onslack asking a question of the day so that people have a prompt to be able toto share things and initiate those water, Cooler, conversations that don'thappen remotely unless you really intentionally try to make them happenand gives us an opportunity to live out...

...our first core value of loving peoplewell internally, so that you know we're really flexing that muscle to turn anddo some of those things with our customers taking time on a customercall to ask them. You know more personal questions and buildfriendships with our customers. If we don't have that that premise or we'renot doing that internally, it's really tough to ask your team to do thatexternally, when there's not a precedent for it. Internally, reallygood- and I love the the really practical tip in there for folks thataren't doing it, creating intentional prompt so that people can share aboutthemselves. Learn about other people feel like they're, seen and appreciateit or understood a unique way, really good stuff. There Joy Coleman and neverlose a customer again reference video messages several times, and I would beremiss if I did not ask you as someone who has sent nearly seven hundredvideos. I don't know if you're paying attention, but I am nearly tamperingandd. I love that you pulled that up because I was thinking the other day. Iwas like. I wonder if I'm nearing a thousand, because I've heard you talkabout when you hit that mark and that sort of stuff- and I know you can see-because I use my mom all the time yeah so you're closing it on seven hundred.I think a really good hour of thank yous and good jobs to people and yournetwork would get you get you over that next milestone, but talk about theimportance of these simple casual, conversational video messages in placeof what would otherwise be blocks of text, to build relationship and toimprove either ex or CX, and maybe a couple ways that you've you know ofthose. You know six hundred and some you know at what are a few key themesamong them like. When are you doing that and why Yeah I love talking aboutthis, and I didn't even know you were going to prompt me here, but I canreally go here because I'm not only just a proponent of Bombon because ofour relationship and my experience with bombum in the product, but the concept.If you are not using video in these very practical ways, you need to startdoing in some former fashion, and so there are a few things we do one. We doa welcome video for every new customer Joey Coleman talks about you know thisTroth of where there's we're ringing the sales going and the new customer isjust signed and and especially in bt. We think there's no emotion, butthere's a lot of emotion of what, if this doesn't work out. What if my bossdoesn't agree with me, what, if I'm on the hook, if this vendor doesn't panout, and so where we've tried to address that is we have a process inplace, mapped out in a SANA in the back end of Sweetish, to assign five or sixindividuals on the team to record a quick video welcoming the new customer,mentioning them by name if there are multiple points of contact within theorganization and just saying we're excited to work with you, here's myrole, here's what I'm going to be doing, even if it's someone behind the scenes,like our coo dey'll, read getting those together and then sending that to thecustomer and almost every time we send them. Customers are like I'm stealingthis. 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 stealthat process. We love it, we're like sweet, do it, so that's one thing thatwe do. Another thing that I have seen is just something that you've helped mea lot with an understanding how to send just one to one personal video messageswhen I was sitting in the sales sate did that a ton now that I'm overseeingthe customer experience team, I just saw one of our producers, Sam she's,here in Colorado as well, and she was letting a customer know: Hey we'regoing to schedule your first PR, those quarterly reviews we were talking aboutearlier, and we want to be pro active, just put it on the calendar, but toexplain: Hey here's the thinking behind this here's what you can expect on thiscall. Sometimes you get something it's like. Oh there's, five bullet pointsI'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 a video, perhaps the customer, andnow we know, if that's been seen, it's more likely that that message is goingto be seen. Two other things. I've seen our team do well is customer service isnot all that CX is, but it's a it's a part of it right and all of us havethose sticky situations where we need to work with a customer, and even ifyou weren't, fully remote pre covet you're, probably dealing with morecustomers remotely, and sometimes you need to address something quicklybefore there's time for a live chat to actually work through the stickysituation, and so I've encouraged our team and I've seen them. Do this send aquick message to convey that humanity with an upset customer or somethingthat needs some nuance, that this is going to take thirty minutes and alsoit's more efficient for you, because we most of us anyway talk faster than wetype so it's efficient. It creates that humanity. It lets. The customer knowhey and didn't just beam you with a template that your request is in the Qand a the other area goes more to the ex side you were talking about in theemployee experience. Our team has consistently avoided meetings bysending a three minute screen: recording video or just a you know, oneto one personal video with Bombum to team members on slack and saying hey.This is a little bit more nuanced, it's somewhere in between a back and forthslack message and a thirty minute meeting. So let's knock this out bothways which allows us to communicate more efficiently, also more effectivelybecause that tone of voice the body language that I contact. The Look, I'mnot 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 sothose are a few ways we bake in the use of video on both the CX and the ex side,really good at for folks listening, I encourage you to hit that sixty. Second,back probably like two, maybe three times, because there are a lot ofreally useful tips in there from someone who's been using video messagesfor a few years now to improve the experience that customers have and thatemployees have. The one I want to speak to specifically that I really enjoy isa using video messages in slack, which I do all the time using the bombumcrome extension and so to my team members, but specifically what youoffer there. This idea of okay. This could be like this annoying kind ofback and forth text exchange where we're typing too much stuff to reallyget to the real meaning, but we don't necessarily all need to schedule. Thislive synchronous, fifteen or thirty minute meeting a two minute: Video.Where I can qualify things, I can position things. I can include thatnuance might close the gap on it, and so this this efficiency play, I think,is one. That's not enough in the conversation over all about videos. Ithink too much of the conversation right now kind of popularly is aboutprospecting and using it to get attention in this kind of, like I hateto use the term but kind of like the shiny object thing, and so I just wantto let folks know who are sitting the on the on the outside of this videomessaging practice from Logan, who is years into it, that there are all thesepractical, useful, efficient uses of video thataren't just about kind of begging and borrowing and stealing attention bydoing something different than people haven't seen before by the way, notenough people are doing it, so you still get that result to. It still doeswork in prospecting. I'm so glad you said that because it still does work inthat newness factor. You know it's kind of like when I hear people say ohpodcast, ing so saturated I'm like have you looked at the numbers? Have youcompared the number of podcast to yutu channels and logs and look at thenumber that are actually active? And so anyway, I won't go on my rant therebecause we're not talking about podcast ing, but if you want to know the actualnumbers reach out to me, but video, I think I feel like we're in like thatmajority phase, but it's I'd say I think you and John Rugi on your team,maybe put some stuff out on this a while back like. Where are we in thatcurve of adoption were earlier than we...

...think? If you you know for folks likeme and you that have been doing this for a while and so for folks that arelike ohee people? You know the white boards overdone, and this is overdoneand D. I just yesterday I saw a call on my calendar because I still take somesales calls right now, someone book some time, but I saw this. It wasn'tactually a lid. It was someone who was interested in maybe being a contractaudio engineer for us, and so I send him back a video message: Hey I'm goingto take the call off the calendar because I didn't want to just you know,delete it, add some humanity and say: Hey. You actually do have someexperience. Here's where you need to go! Look at the Blue Bar right below myface with the called the action feature within Bomba. Here's, the link whereyou can apply to be an audio engineer contractor with us, and he used thecomment feature back, but I've seen this in emails back as well as likeWhoa. I was not expecting this. Thank you so much I've not gotten a messagelike this, and so not just for prospecting, but in all sorts ofcommunications with customers with potential employees with candidatesthat 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 toconvey that humanity, which you know you talk about a ton and rehumanizeyour business, and I think that that that's really the theme of how you candrive results with using videos bringing that humanity to yourcommunication, whether it is a prospect, a candidate, a team member or anyoneelse, really good. I love that specific example and from an employeeexperienced perspective, I found it really helpful to reach out to peopleapplying for jobs, because I know that so many people experience that fromother companies is a black hole, and so just this idea of a human face comingback to you greeting you by naming letting letting you know that theyappreciate your interest in the company is super powerful. We you go on. I knowyou'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 Allison, she's,amazing, but really quick question here, you're very well in touch with the Btob sales and marketing community. Obviously, that is who your customersare. It's also who spend a lot of time engaging with on linked in. Where doyou think we are with CX at a high level in that community like? Where arewe man? I think that might be a wholeother episode, I feel like you know some are doing it really. Well, I thinkI don't know necessarily where we are. If I could say you know, we were in aneight out of ten or most organizations are here, but I do think one thing thatmore companies are going to start paying attention to, as we've beateveryone over the head with sales and marketing alignment, and it's still achallenge for a lot of organizations and it's understandable. But a lot ofus hear that and we're like, oh gosh, another podcast, another Weben areabout sales, a marketing alignment. I don't think that sales and customerexperience were sales and customer success. However, you have thatstructured in your organization is talked about enough, and I do thinkthat the Co panies that are creating a better customer experience are focusing,on that crucial hand off I've done a few episodes with Megan Bowen atrefined, labs and agency that we have a lot of similarities and a lot ofsimilar approaches to on our PODCAST, be to be growth, sharing some veryspecific things about how to make those sales to customer success, hand offsbetter in those sorts of things, and that content has gotten a lot ofengagement. So I think it's a topic that companies that are trying toimprove the customer experience they're focusing on that lever, because it'sone that just a little bit of attention can generate a lot of results, reallygood. I'm glad I ask that is a topic for a whole conversation. We won't havethat one today, the folks who were listening. We've mentioned his nameseveral times already both of these gentlemen, several times alreadythey're, both guests on the customer experience, podcast episode, fifteenwith joy, come and best selling author of never lose a customer again. Youhave one hundred days to create or lose a lifelong customer. I encourage you tofollow up on an Logan's advice here. He...

...would that that book in thatconversation were go to s for him and his transition to a CX leadership role.That's episode, fifteen with joy, Coleman and, of course, episode. Sixtyone with James Cower, carberry, founder and ce of sweet fish media, author ofcontent based networking. We called that one which is essentially the subtitle of his of his book instantly. Creating connection with anyone youwant to know. PODCAST ING is a great way to do it. Sweet fish is a greatteam to help you do that before I let you go logan and I am holding you overfor your meeting with Allison. So apologies to you allison, you know thedrill here. You've listened to enough of these episodes, whose someone Ye'dlike to thank her mention yeah. I'm I'M gonna, give three shout outs here one Ialready did Megan Bowen at refine labs if you're not following her on Linkin,her last names, Bowen follow her she's. The chief customer officer at refinelabs has a ton of experience in a number of different organizations incustomer success roles, and so she has been instrumental lately to me steppinginto a CX roll, where we have similar businesses similar target audiences,similar business models to to a degree and she's been great in letting me pickher brain and just talking through different ideas. We want to implementfrom a sales perspective. Rex Biberon is someone I always go to for advice. Iwas actually just teting him yesterday as we're hiring for a new sales roleand he's just one of those mines in B to be sales, he's a person that I trustthat I look up to respect and he has had a lot of positive things over thelast two or three years, we've gotten to know each other, and then I've gotto give a shout up to James, because, as we went back to the story, westarted with his willingness to give me a seat on this rocket. Ship literallyhas changed the trajectory of my career and my life, and so I would be remissif I didn't include him there, even though you rightly gave a shout out tohim 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 theexperience they deliver for you as a customer yeah. So recently, we'veestablished to very important partnerships with brands in the podcasting text space one sounded on F M, the other river side FM that were actuallyrecording this podcast on and their product is by no means perfect. there.I think, heading in the right direction, though, and continuing to address newthings that customers are asking for. They just rolled out their IOS AP, andthis is not a plug for all of their great features and everything, buttheir customer support team. I reach out to them recently and said: Hey ourcustomers, who are using your platform as part of our service they're, notgetting a. You know a fast enough response and they said: Hey here is ourenterprise support email? Have everyone use this, and since we've been doingthat, I mean lightning, fast responses, and so it's not always in customerexperience about how well do we deliver it's? How well do we respond, becausethose are the opportunities where we can turn a frustrated customer into araving Fan, and there are just a few examples where that team has stepped upto help it in that area, with our team, specifically so Riverside Dot FM,especially if you already have a podcast check them out awesome andSounder FM. I also love that platform to I love being a customer of yours. Ilove your team. I appreciate you spending time with us for folks whoenjoyed it and they're listening right now, so they did enjoy it where. Howcan they follow up with you Logan and how can they follow up with sweet fishor any place El anything else? You want to send people to be to be growth yeah,so a few different ways connect with me on linked in. I think I'm, the onlyLogan lyles Ly Les Pretty Easy to find me on linked in you can find this asweet fish, mediacy f. You want to get in touch with the team. You can alsoemail me directly, pretty easy, Logan Atsweet Fish Media Com. If you areactive or poking around on Club House,...

James and Dan, two of our team members,we've mentioned multiple times here- are doing the marketing at noon: Roomon Club House every week day noon, Eastern. So if you don't have, ifyou're not on club house, shoot me a linked on message or an email andthere's some great conversations that are happening, their live and, ofcourse our show be to be growth. If you're not subscribed, you can checkthat out. Wherever you get your podcast awesome key is Logan Lyles. I am Ethanbut hit us up on Linkin thanks so much for listening and thank you again Loganfor your time. Absolutely even this was fantastic, as all of our conversationstend to be thanks, so much clear communication, human connection,higher conversion. These are just some of the benefits of adding video to themessages your sending every day. It's easy to do with just a little guidanceto pick up the official book. Rehumanize your business, how personalvideos, accelerate sales and improve customer experience learn more in ordertoday at bombance Buck, that's B, O M B Bomb Com buck thanks for listening tothe customer experience. podcast remember the single most importantthing you can do today is to create and deliver a better experience for yourcustomers, continue learning the latest strategies and tactics by subscribingright now in your favorite podcast player, or visit bomboost.

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