The Customer Experience Podcast
The Customer Experience Podcast

Episode 156 · 4 months ago

156. An Actor’s Guide to Authentic Videos w/ Julie Hansen

ABOUT THIS EPISODE

If you’ve been on a video call lately (and hasn’t everyone?), you’ve probably noticed how disengaged, distracted, or disconnected everyone is.

This is partly because we’re all operating under the mistaken belief that virtual and in-person are one and the same, except that one just has a camera. Not so.

In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Julie Hansen, Founder and Sales Presentation Expert at Performance Sales and Training, about video skills for virtual communication excellence. 

Julie talked with us about:

  • How much influence sales has over customer experience
  • Why video skills are like acting skills
  • How to speak to a virtual group as if they’re an individual
  • What best video practices are
  • How to improve your video presence over time

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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What a shout from the roof topsis. No, this is you know, this is not as good as itgets right. It can be so much better and and I think peoplehave misunderstood the concept of being virtual and being in person as one in thesame one just has a camera on, and that that just simply isn't thecase. If you want to really connect with your audience, the single mostimportant thing you can do today is to create and deliver a better experience foryour 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. Hey, welcome back to the customer experience podcast. Thanks so much for listening. Youare in the middle with us here of a great series that we're doingthis summer. Two big things that we're doing in the series. First,I'm joined by my longtime friend team member, CMO At bombomb, coauthor with meon two books. The first was rehumanize Your Business, then new book, human set of Communication. Steve and I got together and brought in elevenof our expert friends, and so that's the second part. We're interviewing alleleven of them in complimentary these are not redundant to what we what we didwith them in the book. They're all new conversations and so we just thoughtwould be fun to take it over for the summer. Steve, who isjoining us today, well as always Ethan. We are excited with our guests today. The guests I'm about to introduces cause Ethan and I to really challengeour beliefs on what being authentic really means. We had one way of looking atit and following Julie and listening to Julie, she really challenged that beliefthat we had and offered a new perspective which Ethan and I really like.She has a unique background and sales training as well as acting, and sheblends those two together seamlessly and effectively. In our training she's the founder ofsales presentation expert, the author of several books, which will get it toa little bit later, and a master of selling through video. So Iwant to welcome Julie Hanson to our show today. Welcome Julie Gosh. Canyou introduce me? Everywhere, Steve It's probably available. Yes, I doubtit, but thank you. I'm so happy to be here with you guys. Yeah, thank you so much again for all the time you gave us. We did a deep interview with you that informed a chapter in the newbook. We're looking forward to sharing that with people. We also appreciate youcoming back to have this conversation and we're we're going to start Julie's where westart with all of our guests here on this podcast, which is customer experience. When I say that, what does it mean to you? The firstthing that comes to mind for me is my first introduction to that. You'reof those two words. And it and it was a book that I thinkhas been mentioned on one of your you know, by one of your earlierguests, and the podcast, the experience economy, and I read that,you know, I think it came out twenty years ago, but I readit probably, you know, twelve years ago. And well, first ofall, I love the subtitle because it says work is theater and every businessis stage. So I'm a big proponent of that. And these are,you know, Harvard Business Grads. They're not like acting times, you know. So I thought that was very profound and I think it was very pressing. And at the time I was talking about we're moving from, you know, this exchange of services and goods to what is the experience around that?What are the feelings that were creating with our customer? And so certainly wewere on the edge of that twenty years ago and now we are well into, you know, the experience economy, and so I think in terms ofcustomer experience, it's what our customers feeling, what are they walking away with,because hopefully we've all gotten away from that idea that sales is a verylogical process and that's how people make decisions...

...and you know it's taken a longtime to break free of that, but you know, that's that's my thoughtson customer experience. Really good. I like a couple things that you didthere in particular. First, obviously, leaning into feeling. I think that'sexactly right and it is to the point of the book. I think theway it's become manifest it's funny how long it's taken. I mean we've onlybeen doing the show for two years. I guess I could have probably starta couple of years earlier, but much earlier than that, I don't thinkthe idea had really taken hold. So they definitely were very forward looking.I think the way it's manifest now is that that feeling, and this isthe other part I liked about what you did. What we leave customers withwhen they walk away from a moment or an experience or a transaction or aproduct interaction or a service experience? What are they left with? What arethey walk away with? That emotional residence piece that becomes our greatest point ofcompetition and differentiation and, like a crazy, hyper competitive market which most of USoperate in. One quick follow up for you on on customer experience inparticular. What do you think a salesperson's roll or responsibility is with regard tothe customer experience? Oh, cash, I think it's huge. I meana lot of times they are the only interaction someone has with your company,right, so I think it's vital that they're clear on, you know,the what their role is in creating those feelings and creating that experience. Whateverentry level someone gets in front of your company with, whether it's a youknow, somebody doing prospecting outreach or, you know, the salesperson or thepre sales person. Yeah, I think it just it's all got to belined up today to really be congruent. You know, if you get anykind of missteps along that that path, you know, people have a youknow, have have an opportunity to rethink their relationship. Let's get people alittle bit of background about you and the books that you put out. Youauthored a few books, sales presentations for dummies. act like a sales prothey make sure I get the the new title right here. It looked mein the eye. Using video to build relationships with customers, partners and teamsas the brand new book. Talk about the process and the motivation to writeyour new book. Well, you know the it started as a see rightafter, you know, with when the pandemic hit, because as an actor, I really watched with interest and curiosity as people adapted to this virtual worldwithout any training whatsoever about being in front of the camera and and I sawthem struggle with all the things I struggled with as an actor when I transitionfrom stage to, you know, being in front of a camera without anyof the tools, and so, you know, I developed this masterclass tohelp people navigate that transition and then I've just been coaching sales team, salespeople, you know, Tho thousand sales people over the past, you know, fourteen, fifteen months and realized, just made more aware of all thechallenges that the people are facing and it's sort of evolved into okay, we'reon video now and it's, you know, I kind of got the techniques down, I've got the mechanics down, but they're just feeling like, goodgrief, is this all there is? I mean, you know, it'sjust it's unfulfilling on both sides of the screen and you know, I feellike my my role here, and I want to shout from the rooftops,is no, this is you know, this is not as good as itgets right. It can be so much better and and I think people havemisunderstood the concept of being virtual and being in person as one in the sameone just has a camera on, and that that just simply isn't the caseif you want to really connect with your audience. So it's really come fromthis place of how do I build a relationship virtually right, because that's reallywhat it's all about for most salespeople right...

...now. It's like how do Ibuild a relationship. And, Oh, by the way, nobody talks onvideo anymore, like the the customers are so passive, and so it becomesa very painful process for a salesperson that doesn't know how to navigate that world. Yes, so I love that language, this idea that the pandemic forced usto get all the mechanics right, but we're still very mechanical passive.I think is another really great observation about the way a lot of people areshowing up these days. You know, originally I kind of wanted to ask, like, when will video stop being about video itself, I think itstill is for a lot of people, and be more about what it shouldbe about, and I know that all three of us agree on this,and I'm sure listeners would too, is relationships. We are a couple.I mean, without getting into all the details, what are a couple like? High level things that you wish more people could experience in a positive way, whether it's as a viewer of a video call or a video message oras someone who is showing up on video. Like how can we make some ofthose steps away from being mechanical to being more relationship oriented on either sideof the screen. Just a few practical tips people can take away. Sureyou know, for me it's all about in the book is all about howdo we create that near in person experience? I mean, certainly it's never goingto be one in the same, but we can get a lot closer. We can close that virtual gap quite a bit more than what we're seeing. And the name of the book is look me in the eye for areason, because eye contact is one of the ways that we quickly build relationships. And you know, if you've been on a zoom call today, youknow that it's severely lacking on any calls and that's because it's not easy,right. It's you have to look at the camera and the camera always isn'talways in, you know, an ideal place to do that, and thatmeans you can't read body language. And so I talked about how to workwith the camera and how to adapt to the cameras world and not just expectedto be like your world. And it's you know, there's there's techniques thatgo along with that. It's not something anybody is really born knowing how todo. So expecting yourself to be good at it is putting a big burdenon yourself. Awesome. So let's go back. This is something we likedrove by very quickly in our previous conversation and in the book. I wouldlove to have you give more context, in more detail, kind of aboutthe arc where you learned all of this. So, you know, I'll justdo the quick version and then I would love for you to fill itin. Like my quick version is. You're in some sales rolls. Youlooked around. You may be observed that other people seemed more confident or selfassured than you did. At some point it occurred to you that acting classesmight be a good way to build some of that confidence and self assurance,and so you did that. It went well. You realize the parallels betweenthe two and you were often running as a salesperson and a professional actor,and of course both of those blend together today into being someone who can advisepeople on being more effective in a commercial or revenue oriented capacity on video,because that's the blending of the two. But take us back, like takeus back into some of those sales rules. What were you selling? What wasthe sales process like? Who are your customers and what were you feelingas a salesperson? That led you to pursue acting and then maybe take itfrom there. Sure, Gosh, you're just flooding me with memories. Youknow, I started out as a buyer, so I understand that customer experience antsright, because I had tons of sales people calling on me and,frankly, the reason I got into sales was because buying was kind of boring. You knows, and it says, a salesperson you get to meet allkinds of people. They drew up nicer cars than I did. Just lookit look like a lot of fun.

What I didn't anticipate making the transitioninto sales was just the psychological toll it would take to be constantly dealing withrejection. Right, when you're a buyer, everybody takes your call right, everybodywill see you your you know, King of the hill, and suddenlyyou're in sales and it's a different story. And so I don't know why Ididn't know that would happen, but it was. It was a bitof a shock to the system, and so one thing that acting really helpedme do was to think of myself not just as Oh my gosh, they'rerejecting me, but, like, you know, this is my role asa salesperson. It's not me as a person that they're rejecting, right,it's just, you know, this product isn't right. Is You know,when as an actor you deal with lots of rejection and they're frankly, they'rerejecting you. They're not rejecting your product or service because you are the productor service. So what you can handle that. You know people don't likeyour product or service. It's like, okay, I'm not going to takethat personally. So it did help from that sense, and just being ableto get up in front of people and be vulnerable was helpful, I think, for sales, because I think it sales really good sales. People arevulnerable, right, they let us see who they are, and that's onething that you know, is missing a lot on video is people are very, very closed up, and so we don't get that and that's why connectionsare are suffering. When did it occur to you that that acting classes mightbe helpful for you for this? Maybe take us inside and acting class,like I'm not sure what goes hot in an acting class, and and thenmaybe talk a little bit about the parallel between, you know, getting aclose as a salesperson. I mean, do you alluded to it? They'regetting closes a salesperson versus getting a close as a an actor trying to geta role. Sure, sure, well, you know, I didn't know whatwent on in acting classes either, you know. So it was ait was a mystery to me. But it was so free because the thingthat I really liked about it was, and I think Tina Fay says thisabout Improv like there are there are no mistakes right, they're just beautiful accidents, and so everything is a an exploration and you know, when rehearsals it'snot like Oh, you didn't do that right, it's like, okay,want you to try this. Right are you know, you're always trying thingsand it's just very, very free. So you learn to open up andexpress yourself and what works and what doesn't work and and how to it's allabout, you know, acting is really about relationships. It's about your relationshipwith that other scene partner and it's very much about what is my intention thatI'm trying to communicate to this person? And if I'm very clear on this, and this is one thing that really helped me in sales if I'm clear, if I'm focused on how I want you to feel, because acting isvery active. It's like I always want somebody to feel something right or toexperience something. I'm not thinking about, Oh how do I feel? AndOh, I'm nervous, and are they do they like me? It justputs you right smack in the moment and that's where you have to be.That's where relationships flourish, right, is when you're present and you're able tokind of put yourself in the back seat. So that was very instrumental to someof the techniques that I developed for, you know, presentations and and pitches. I think in terms of what I learned as an actor, thatreally is relevant to being on video was interesting, and I didn't know itat the time, but I was on camera and I was supposed to belike just infatuated with this other actor who I'd met like ten minutes before theshow, right. So it was it was a challenge itself, and sothe director kept saying it. Kept doing...

...my lines and he'd say, youknow, he'd stopped me and he's say, you know, you just you don'tlook like, you don't look that happy, and I'd be like well, well, I am, you know, poot and just be insistent that Iwas. And and finally said let me record it take and so werecorded it and they said come over here. Went over, looked at the youknow, review the recording. Sure enough, I looked almost angry right. I mean I thought I was smiling, I thought I looked happy, andwhen I learned was you know, the director said something really interesting.He said it doesn't matter if you feel it if the camera doesn't see it. And you know, that's that is a lot of what's going wrong invideo today is I feel like I'm looking at you on the screen, sotherefore you must feel that. Well, I don't, because you're not lookingme in the eye through the camera. Or I feel like I'm smiling,but it's not being communicated on your face, so I'm not getting that from you. So that really was pivotal. And you know what I thought aboutall the things going on in video that you know are problematic and why whywe have this when I got broken communication loop, because we think we're expressingsomething, we feel like we're doing something, the customer doesn't receive receive something entirelydifferent, and then we're we're a gas that it didn't land properly orwe're getting no reaction. So I didn't realize, you know, ten yearsago, this would be really important as we go, you know, inthis virtual selling world. But it's absolutely no foundational so you asked yourself backand that particular story and you saw what other people we were seeing as anactor, and then take that into as a sales professional as well. Howoften should people be evaluating their body of work and watching themselves back? Yeah, that's a great questions. First of all, nobody likes to watch themselveson video. I'm sure you probably know that, but even as an actorI'd be like, okay, I'm got to watch this with one eye orglass of wine. It's just, you know, painful. So I suggestpeople, you know, watch themselves on a regular periodic basis. It dependson are you working on a particular skill? Right, and I always say,you know, watch your video and look, first of all, whatdid you do well? Right, it's I mean, if if you're goingto be a good director to yourself, you're going to look at both whatworked what didn't work. So look, what did you know well and thenpick one thing to work on and work on that with, you know,just you and your camera, and then work on it and team calls orwith fan friends and family, and then finally with customers. And then recordyourself, so you don't have to constantly record yourself, but kind of withthose periodic moments to see how am I doing with this particular skill and thenas you kind of master that, then you can add on, you know, the additional skills. But most people tend to watch themselves on videog Ohand the horrible and that's it. I probably get out of it right right. It's so so ego focus and met oriented without worrying about the recipient.Before before I get to the next question that we have outlined here, actuallywant to go go back because you said something when you're talking about your bookand looking people in the in the eye, and I had an epiphany, whichI probably should have had this epiphany a long time ago, a littleslow sometimes. Luckily Ethan wrote the book, so we're good there. But lookme in the eye on a zoom call. I just thought about that. If you're in a live meeting and you're sitting around a conference table,you can only look at one person at a time and you need to beconscious and aware of the amount of time that you're spending with each individual inthe room, because you have your stakeholders, you have the the the buying group, and it's like, okay, let me make sure I give everyonetheir time and due diligence. And but when you're in a zoom call,for the adept person that's really good at...

...engaging and connecting, through zoom youcan look at everyone in the eye simultaneously at at the same time. Haveyou seen people like, because you were mentioning like the apathy? You usethe word apathy. I forget what you said. It's just the apathy ofpeople on video calls. Does that engaging person that's looking everyone the same time? Do they have an advantage on zoom because of that reason? Oh,absolutely. You know, if, first of all, everybody's having their ownexperience on video right, you are never taught talking to a group and infact, even when you're speaking live, you should never be thinking about himtalking to a group because it makes your presentation much more general, less specificand personal. So it will change your tone and your body language and everythingif you just think about talking to one person. So you know it all. It all starts there, and then everybody, everybody feels like you're connectingwith them, and that's that's a really powerful thing, because you're right.In Person We had to do the you know, make sure we hit allthe different stakeholders and do a certain amount. Now we don't have an audience thatis making as much eye contact as they might in person because they don'tfeel obligated to do so. So, from a sale standpoint or a speakerstandpoint, you should be making eye contact, you know, the majority of thetime and people, you know nobody's going to stare at stare at youa hundred percent of the time. They get to control their own level ofeye contact. But if you're available there to make a connection when they dolook up, then you know that improves your chances of building relationship. Okay, so yeah, let's let's switch gears now. In our previous interview youtalked about overconfidence and you talked about not being confident enough and how they bothhurt you. If you go in on a video and you're overconfident, youjust go in with this this relaxed swagger, almost that at that seems uninterested andyou were you were going through that. What's the Goldilock? One thing wedidn't ask, though. As I watch the interview back, it waslike, okay, we have overconfidence and we have not confident enough, andwe know what that looks like. We don't need a description of that.How do you land in that goldilocks zone of in the middle is? Arethere things that you can do to temper or to enhance your confidence level?Absolutely, and it's confidence and it's a certain type of energy. So whenI talked about that over confidence, sometimes it's just yeah, I'm going toit's that determination, like I'm just going to you know, I'm comfortable here, I'm going to just be myself, which is great. I don't wantyou to be someone you're not. But when we start to think about beingcomfortable, like you said, that's when the body language gets really laid backand, you know, we start to look in attentive at our energy goesdown and our voice goes down, and you really need to bring more energyto a video called just to look as attentive as you did in person,right, because the camera takes away a certain amount of energy. So youhave to bring that energy and you know it's different for everybody you know,and you that Goldilocks is a great example, because what's a great energy level forone person might be too higher too low for somebody else. So thebest judge of how you come across as confident and energetic as possible in thatsweet spot is to record yourself and have someone you trust, a couple peopleyou trust, look at say yeah, that's that's you, that's the youI know in person. And to do that you have to do different levels. And I like this and talk about this exercise in my book where youcan you go over the top, like you imagine, you know, themost overthetop actor you can think of. I was think of like Nicolas Cageor Alpuccino. Right. It's like everything's like this right, and you justlike like deliver your presentation. I tell...

...sales people this all the time.I like just just go as big as you can. And it's funny whatpeople's idea of big is. Some people it's like okay, so what I'mlike, wow, that's it seemed very different, and some people it's it'slike a great level. It's like man, that is right where you need tolive and it really it's interesting when they have their peers around go yeah, that's that's you man, that you need to find that energy level whenyou're in camera. But we are not good judges of that ourselves, andso it takes some calibrating, I guess, I would say. And to getto that state. I think you're questioned about being you know, howdo we show up with the right energy? Is, you know, just likeany sport or you know, it's just like actors do before performance,like you have to warm up. You the fact that most people get onvideo and they as soon as I hit record, they think they're going tobe at their peak is such a you know, performers will laugh at thatnonsense, right. I mean you got to prepare to get your peak.It's not like on and on off button, and you don't want to warm upon your audience, right. So you got to before you get oncamera, where it's live or recorded, you got to be in that stateso you're, you know, right there, and so that takes a little bitof time and work. Yeah, really good, and I mean yourisk obviously losing attention and maybe even respect trying to warm up on your audience. For folks are listening. Of course you're probably doing if you're doing salescalls or any any video calls, there's a good chance that chorus or Gongor a similar tool might be available. oftentimes they just go straight to thecloud. You can obviously record on zoom. If you're doing recorded video messages,like with Bombomb, those obviously sit wherever those videos get stored in.Bombama just stays in your library. These videos can be watched back and Ilove your called you lay mean, we do judge it more harshly than anyoneelse does. So I love this idea of enlisting trusted others to be realwith us, and if we want to be good at this, and Ithink we have to be good at this if we're going forward. I meanyou said earlier, Julie, like you didn't expect that these, the skillsand insights that you developed a decade ago would be so super relevant today.But I think they'll be even more relevant a decade from now, and sothis is just something we have to get good at. So you wrote abook on sales presentations. Obviously you've touched on that a little bit already.It's kind of hard not to in these themes. I love the way allof your works all comes together. You wrote a book on it and Iwould love for you just to address a little bit. How do you encouragepeople to keep the customer in mind? How do we make this more abouta maybe a conversation, than a presentation? I think most people think, okay, I've got to give this presentation. There either a handed a deck andthey're just supposed to learn it and deliver it as someone taught them todeliver it. Which I love your take on that, because I have afeeling I know where that will go. And the alternative is I need towhip up some information. I'm just going to blast a bunch of information atpeople and then say, what do you think? Let's get right the nextstep. Just give us a couple high level tips on being more engaging anduseful and really customer centric or customer oriented in delivering a sales presentation. Sure, sure, you know. I think you have to stop and you know, step back as a salesperson and realize that there are very few places inlife where we let someone talk to us for more than two minutes at atime, right unless you're being lectured by somebody and hopefully as an adult youdon't have to put up with that anymore. But it's just very rare, exceptwhen we get into presentation and then it's like holy molly, you know. So it's very different and the way people pay attention is different. Soit starts right at the beginning. I think. You know if people arestill sharing that. Well, here's here's my company and about us, andthey're not. They're not thinking about why...

...does my customer care about this?Like every point on that customer or that company overview slide. If you don'tknow why you're sharing it with that particular customer, shouldn't be in there andpeople don't care about you anyway. Right. So starting from the place of whatis what is the most interest to your customer, you know, andI think we've made some headway there. But we seem to be regressing onvideo, because I think people are getting very dependent on their slides again andthey're reading from their slides and it wasn't okay to read from your slides inperson and it's not okay to read from a video just because they're right infront of you. And that crutch often makes people who didn't mean to dothat. You know, fall back on this very rote reading everything on theslide. You know, to your point, it does need to be more ofa conversation. That's you know, it's proven the more the customers engage, the more likely they are to have, you know, have a good experienceand to move forward in the funnel. So there's all kinds of good reasonsto do that. The problem is it's really difficult on video because wedon't get it's hard to have a conversation with a passive audience. So wehave to work harder, we have to have more tricks up our sleeve andyou know that requires some planning. You know, it never just happens.I think salespeople often think, well, you know, I'll say, Hey, I want this to be more of a conversation shit, and customers arelike, blah, blah, blah, white noise. You know, theysit back and wait, you know, get their popcorn and there, youknow, let you roll. So you have to break up that expectation thatthis is just another presentation to you know, just by getting them engaged early onand looking for ways to to interact with them and using the camera tohelp people feel engaged and feel like they're responsible for participating. Are there surefirequestions you you talked about going off script, which is obviously the topic that we'reon right now, but you mentioned this in the last interview to thatyou want to get people kind of off script and have them responding spontaneously,you know, almost are there sure fire questions that you could give the audienceor strategies to get people to kind of go off the normal the normal scriptthe audience that maybe isn't engaged? Yeah, I think I think it's always agood idea if you've got some previous relationship with the customer or you've hada previous meeting, just to start with. Hey, last time you said thiswas important, this was vital. POW, are things going in thisarea? You know, getting a feed anything that's of most interest to thecustomer right starting from that standpoint and then, you know, you may have topivot from what you plan to do so that I can help customers bemore interactive. But I would say there are some tricks to using video toget people more interactive to a lot of times people ask questions and they'll askthem as they're looking at the screen. Right's like, so what do youwhat are you doing in your you know, to Grow Your Business Today? Andif I don't feel like you're looking at me as you say it,because remember, we're all having our individual experience, I think you're not talkingto me. I think you're talking to Bob and I bet he's going toanswer right. And the more people you have on a call, the moreyou multiply that. And that's why so many questions just go unanswered because we'restaring at the screen, we're asking that image if they want to answer thatquestion or it doesn't sound like a question, because we're so used to people notanswering, we sort of tentatively throw it out there, like so,what are you doing to grow your business today? And it's like, I'msorry, was that a question or statements or you know, if you areand this is part of you know, this goes back to acting, it'slike, if your intention is I want...

...to hear what that person has tosay, I want them to answer this question. That's my expectation. I'mgoing to ask it with that kind of determination. I'm just say so whatis, what are you doing to really grow Your Business Today? And Ihave a whole different energy around it. I'm a look at the camera andI'm going to hold it there until you come up with something right. Soenjoy the conversation that that we had today. Loved having you a part of thebook and the previous interview. You know. I know you got asneak peek at the book. Are there any particular chapters or topics that you'rereally interested to get out in front of everyone else? Anything that really resonatedwith you and human centered communication? Yeah, I mean there's a bunch of thingsI'm interested in. One that really I'm just personally interested in because it'sour aligns with what I talked about, is the chapter that Dan Hill wrote, because he does talk about that emotional piece that's involved in sales and howwe need to connect with that virtually and also about reading body language and howimportant that is. But you know, he also acknowledges how much more difficultthat is on video and so yeah, I'm interested to hear his take onthat. Awesome the one on my yead for folks for are listening Dan Hillsepisode. You can hear it right now. Dan Hill is a he's a PhD, he holds seven patents in the analysis of facial coding data. ReallyGreat Guy who's actually a previous podcast guest. That's how we met him in thefirst place and then invited him into this book project along with you,Julie. So if you go to bombombcom slash podcast, you can check outthe conversation with Dan. You can see video clips from this interview with Julie. You can check out the episode with Mario Martinez Junior Van Gresso, Morganj Ingram, who's at three time linkedin top sales voice, probably going tobe four time here pretty soon. I don't know when they announce the topsales voices. Lauren Bailey of factory and Girls Club. So many great peopleinvolved in this. We've got more interviews coming. Again. This is aseries that we're doing. I think it runs through the end of September,and you can learn more about the book that we've been talking about, aBombabcom book, and we'll learn more about all of Julie's work, including hermasterclass in just a moment. But, Steve, let's make sure to askJulie or give Julie the two opportunities that we give all of our guests atthis point in the podcast. Yeah, we love for you to thank ormention someone that has had a positive impact on your life or career and thendouble down a brand or company that has provided an amazing customer experience. Okay, well, you know, lots of people have just touched my life andamazing ways, but I would say the person that really helped me get onthe path that I'm on now is Jill Conrath, and I think most salesfolks know her. She's the author of several sales books, agile selling mostrecently, and she reached out to me when my first book came out abouteleven years ago and I really wasn't that well connected and the sales community asfar as other speakers and trainers and coaches, and she invited me to this networkof, you know, women sales leaders and from there I just Imean it was eye opening. I got to see what the road ahead ofme might look like, because I really didn't know what my career would involveafter kind of taking this step in the you know, in this direction.So that was, you know, just the start of many great friendships thathave developed out of there and an incredible wealth and knowledge that I never wouldhave stumbled upon on my own. So that that was awesome. And thenthat company that to the best customer. I'm sure this is not going tobe the first time you've heard this, but I'd have to say Apple.You know, is this the first time...

...someone says apple? It is not, but it's usually. It's usually like you know, where someone's giving anod to just the classics and the best, like it's Carlton's in the apples ofthe etc. So why do you choose apple? Well, you know, they just they make everything easy. They just they are so customer experiencefocused, right, and they you know, it's I had to send a watchin to get repair and they were wrong with it and if they wouldsend me a new one or, I think, a replacement, and theywere like, well, it might take, you know, five days. Well, they had it looked at, reviewed set me a new one likein a day and a half or something. So just always surprising you in agood way, which is the way you to be surprised by a company, right. Yeah, it's awesome and I love the shoutout to Jill Conrathit's so cool when people just make themselves available to help others and kind ofjust light the path and make introductions. Really Cool. I love that too. For people who want to follow up on this conversation, they want tolearn more about your new book any of your other books, and maybe wantto connect with you on Linkedin, or they want to check out what you'reselling on video master class. Where some places you would send people? Julie? Yeah, all of that information is on my website at Julie Hanson dotlive. You can also go directly to the selling on video master class.It's selling on VIDEOCOM and my book is on Amazon and also on my website. Awesome, and we will link up a bunch of then. For folksthat are so you get the spelling right. It's Hanson Sean not s and it'sjulianis person, yes, dot live. Cool. We'll round up those links, as we always do. It bombmcom podcast as well. In thecase that you are listening on the go, a you can hit that sixty twoback button and write these things down or type a note or whatever youdo with your phone or wherever you're listening, but we also round them up atBombcom podcast. Thank you all for listening. Julie, thank you somuch for joining us again in conversation this it's fantastic. Thanks, guys.Actually, too often you're overwhelmed by the amount of noise in your inbox andslack in your linkedin messages and every other channel and medium you use. Andguess what, so are your prospects, customers, employees and recruits. Digitalpollution is the problem. Human centered communication is a solution. From the authorsof the best selling book rehumanize Your Business, comes a new book, Human CenteredCommunication, a business case against digital pollution, featuring expert insights from leadersat companies like sales force, hub spot and Van Gresso, giving you provenmethods to earn attention, build trust, create engagement and enhanced reputation, helpingyou connect and communicate more effectively with the people who matter most. Learn moreand pre order your copy today at Bombombcom. Book and ask about special packages foryour team, your company or your community by emailing book at Bombombcom,visit Bombombcom, book or email. Book at Bombombcom. Thanks for listening tothe customer experience podcast. Remember, the single most important thing you can dotoday is to create and deliver a better experience for your customers. Continue Learningthe latest strategies and tactics by subscribing right now in your favorite podcast player,or visit Bombombcom podcast.

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