The Customer Experience Podcast
The Customer Experience Podcast

Episode 156 · 3 months ago

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


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

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On a shout from the rooftops is no,this is you know. This is not as good as it gets right. It can be so muchbetter and- and I think people have misunderstood, the concept of beingvirtual and being a person is one and the same one just has a camera on andthat that just simply isn't the case. If you want to really connect with youraudience, 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, achieved desired outcomes and exceed customer expectations in apersonal and human way. This is the customer experience podcast. Here'syour host, eaten Beaute, hey welcome back to the customer experience podcastthanks! So much for listening. You are in the middle with us here of a greatseries that we're doing this summer, two big things that were doing in theseries. First, I'm joined by my longtime friend team member SMO AT BOMBom Co, author with me on two books. The first was rehumanize Your Business,the new book, Human Center Communication Stephe, and I gottogether and brought in eleven of our expert friends, and so that's thesecond part we're interviewing all eleven of them in complimentary. Theseare not redundant to what we what we did with them in the book, they're allnew conversations, and so we just thought it would be fun to take it overfor the summer Steve Who is joining us today. What has always even we areexcited with our guests today, the guests about to introduce his causeethen and I to really challenge our beliefs on what being authentic reallymeans. We had one way of looking at it and following Julie and listening toJulie, she really challenged that belief that that we had and offered anew perspective which Ethan and I really like she has a unique backgroundand sales training as well as acting and she blends those two togetherseamlessly and effectively in our training she's, the founder of salespresentation expert, the author of several books, which will get it to alittle bit later and a master of selling through video. So I want towelcome Julie Hanson, to our show today welcome Julie Gosh. Can you introduceme everywhere Steve Y available? Yes, I doubt it, but thankyou, I'm so happy be here with you guys, yeah. Thank you. So much again for allthe time you gave us, we did a deep interview with you that informed achapter in the new book we're looking forward to sharing that with people. Wealso appreciate you coming back to have this conversation and where we're goingto start Julias, where we start with all of our guests here on this podcast,which is customer experience when I say that what does it mean to you? The first thing that comes to mind forme is my first introduction to that. You know those two words and- and itwas a book that I think has been mentioned on one of your. You know byone of your earlier guess, to the PODCAST, the experience economy, and Iread that you know I think it came out twenty years ago, but I read itprobably you know twelve years ago and well. First of all, I love the subtitle because it says work is theater and every business is stage. So I'm abig proponent of that- and these are you- know, Harvard Business Gradsthey're not like acting types. You know, so I thought that was very profound andI think it was very pressy and at the time when I was talking about removingfrom you know this exchange of services and goods to what is the experiencearound that? What are the feelings that were creating was our customer, and socertainly we were on the edge of that twenty years ago, and now we are wellinto you know the experience economy, and so I think, in terms of customerexperience, it's what are our customers feeling? What are they walking awaywith, because hopefully, we've all gotten away from that idea. That salesis a very logical process and that's... people make decisions- and you knowit's taken a long time to break free of that. But you know that's that's mythoughts on customer experience really good. I like a couple things that youdid there in particular, first obviously leaning into feeling. I thinkthat's exactly right and it is to the point of the book. I think the way it'sbecome manifest, it's funny how long it's taken I mean. We've only beendoing this show for two years. I guess I could have probably started a coupleyears earlier, but much earlier than that. I don't think the idea had reallytaken hold, so they definitely were very forward looking. I think the wayit's manifest now is that that feeling- and this is the other part- I likedabout what you did- what we leave customers with when they walk away froma moment or an experience or a transaction or a product, interactionor service experience. What are they left with? What are they walk away withthat emotional residence piece that becomes our greatest point ofcompetition and different entit in like a crazy, hyper competitive market whichmost of us operate in one quick, follow it for o you on on customer experiencein particular, what do you think a sales person's roll or responsibilityis with regard to the customer experience? Okay, I think it's huge, Imean a lot of times. They are the only interaction someone has with yourcompany right, so I think it's vital that they're clear on you know the whattheir role is in creating those feelings and creating that experience.Whatever entry level, someone gets in front of your company with whether it'sa you know, somebody doing prospecting out reach, or you know the the salesperson or the pre salesperson yeah. I think it just it's all got to be linedup today to really be congruent. You know, if you get any kind of misstepsalong that that pass you know, people have a you know, have an opportunity torethink their relationship. Let's give people a little bit of background aboutyou and the books that you put out you authored a few books salespresentations for dummies act like a sales pro. We make sure I get the newtitle right here. It look me in the eye using video to build relationships withcustomers, partners and teams. Is The brand new book talk about the processand the motivation to write your new book? Well, you know the IT started asa scene right after you know when the pandemic hit, because as an actor, I Ireally watched with interest and curiosity as people adapted to thisvirtual world without any training whatsoever about being in front of thecamera and- and I saw them struggle with all the things I struggled with asan actor when I transitioned from stage to you know being in front of a camerawithout any other tools. And so you know, I developed this master class tohelp people navigate that transition and then I've just been couching salesteams, sales people, you know thousand sales people over the past. You KnowFourteen fifteen months and realized just made more aware of allthe challenges that people are facing and it's sort of evolved into. Okay,we're on video. Now and it's you know, I kind of got the techniques down toget the mechanics down, but they're. Just feeling like good grief, is thisall there is, I mean you know it's just it's unfulfilling on both sides of thescreen, and you know I feel, like my my role here and I want to show from therooftops is no. This is you know this is not as good as it gets right. It canbe so much better and- and I think people have misunderstood the conceptof being virtual and being in person as one and the same one just has a cameraon and that that just simply isn't the case. If you want to really connectwith your audience, so it's really come from this place of. How do I build arelationship virtually right because...

...that's really what it's all about formost sales people right now, it's like how do I build a relationship and oh bythe way, nobody talks on video anymore, like thecustomers are so passive, and so it becomes a very painful process for asales person that doesn't know how to navigate that world. Yes, so I lovethat language. This idea that the pandemic forced us to get all themechanics right, but we're still very mechanical passive, I think, is anotherreally great observation about the way a lot of people are showing up thesedays. You know originally, I kind of wanted to ask like. When will videostop being about video itself? I think it still is for a lot of people and bemore about what it should be about, and I know that all three of US agree onthis and I'm sure listeners would to is relationships. What are a couple I meanwithout getting into all the details? What are a couple like high levelthings that you wish more people could experience in a positive way, whetherit's as a a viewer of a video Paul or a video message, or as someone who isshowing up on video like how can we make some of those steps away frombeing mechanical to being more relationship, oriented on either sideof the screen? Just a few practical tips, people can take away sure youknow. For me, it's all about in the book is all about. How do we createthat near in person? Experience I mean. Certainly it's never going to be one inthe same, but we can get a lot closer. We can close that virtual gap quite abit more than what we're seeing and the name of the book is Lookin the I forreason, because I contact is one of the ways that we quickly buildrelationships, and you know if you've been on a zoom calltoday. You know that it's severely lacking on any calls and that's becauseit's not easy right. It's you have to look at the camera and the cameraalways isn't always in. You know an ideal place to do that, and that meansyou can't read body language and t. So I talked about how to work with thecamera and how to adapt to the cameras world and not just expect it to be likeyour world and it's you know, there's there's techniques that go along withthat. It's not something anybody is really born, knowing how to do so,expecting yourself to be good at it as putting a big burden on yourselfawesome. So, let's go back. This is something we like drove by very quicklyin our previous conversation and in the book I would love to have you give morecontext and more detail kind of about the arc where you learned all of this.So you know I'll just do the quick version and then I would love for youto fill it in. Like my quick version, is you were in some sales roles? Youlooked around. You may be observed that other people seemed more confident orself assured 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, andso you did that it went well. You realized the parallels between the twoand you're, often running as a sales person and a professional actor and, ofcourse, both of those blend together today and to being someone who canadvise people and being more effective in a in a commercial or revenueoriented capacity on video, because that's the blending of the two but takeus back like take us back into some of those sales rules. What were youselling? What was the sales process like? Who are your customers and whatwere you feeling as a sales person that led you to pursue acting and then maybetake it from there sure gosh? You just flooding me with Memories, but you knowI started out as a buyer, so I understand that customer experienceright because I had tons of sales people calling on me and frankly, thereason I got into sales was because buying was kind of boring. You know andit as a sales person you going to meet all kinds of people they drove nicercars than I did just wot. It looked... a lot of fun. What I didn'tanticipate making the transition into sales was just the psychological toll. It wouldtake to be constantly dealing with rejection right when you're, a buyer.Everybody takes your call right, everybody will see you you're, you know,King of the hill and suddenly you're in sales and it's a different story, andso I don't know why I didn't know that would happen, but it was. It was a bitof a shock to the system, and so one thing that acting really helped me dowas to think of myself, not just as Oh, my gosh they're rejecting me, but, likeyou know, this is my role as a sales person. It's not me as a person thatthey're rejecting right. It's just you know this product isn't right. As youknow, and as an actor you deal with lots of rejection and they're. Franklythey're rejecting you they're, not rejecting your product or service,because you are the product or service. So once you can handle that you know if people don't like yourproduct or service, it's like okay, I'm not going to take that personally. Soit did help from that sense and just being able to get up in front of peopleand be vulnerable was helpful. I think for sales, becauseI think it sales really good sales. People are vulnerable right. They letus see who they are, and that's one thing that you know is missing a lot onvideo is people are very, very closed up, and so we don't get that and that'swhy connections are suffering. When did it occur to you that that actingclasses might be helpful for you, for this maybe take us inside and actingclass like I'm, not sure what goes on in an active grass and then maybe talka little bit about the parallel between you know getting a close as a salesperson. I mean you alluded to it. There getting closes a sales person versusgetting a close as a an actor trying to get a role, sure sure. Well, you know Ididn't know what went on in acting classes either you know so it was. Itwas a mystery to me, but it was so preen because the thing that I reallyliked about it was- and I think Tina Fay says this about improve like there.There are no mistakes, right, they're, just beautiful accidents, and soeverything is an exploration, and you know in rehearsals it's not like. Ohyou didn't do that. Right, it's like okay. I want you to try this right oryou know, you're always trying things and it's just very, very free, so youlearn to open up and express yourself and what works and what doesn't workand and how to it's all about you know, acting is really about relationships.It's about your relationship with that other seeme partner, and it's very muchabout what is my intention that I'm trying to communicate to this personand, if I'm very clear on this- and this is one thing that really helped mein sales, if I'm C, if I'm focused on how I want you to feell because actingis very 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 and oh I'mnervous, and are they do they like me? It just puts you right smack in themoment, and that's where you have to be that's where relationships flourishright is when you're present and you're able to kind of put yourself in theback seat, so that was very instrumental to some of the techniquesthat I develop. For you know, presentations and and pitches. I thinkin terms of what I learned as an actor that really is relevant to being onvideo was interesting and I didn't know it at 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 minutesbefore the show right, so it was, it was a challenge in itself, and so thedirector kept saying it kept doing my...

...lines and he'd say you know, he'd, stopme and he'd say you know you just you don't look like you, don't look thathappy and I'd be like well. Well, I am you know what it just be insistent thatI was and and finally said. Let me record a take,and so we recorded it and they said come over here, went over looked at theyou know, review the recording sure enough. I looked almost angry right. Imean I thought I was smiling. I thought I looked happy and when I learned wasyou know the director said something really interesting. He said it doesn'tmatter 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 in video today is, I feel like I'm lookingat you on the screen. So therefore you must feel that. Well, I don't becauseyou're not looking me in the eye through the camera or I feel like I'msmiling, but it's not been communicated on your face, so we're not getting thatfrom you. So that really was pivotal and you know when I thought about allthe things going on in video that you know are problematic and why why wehave this when I go broken communication loop, because we thinkwe're expressing something we feel like we're doing something the customerdoesn't receive receive something entirely different and then we're wereaghast that it didn't land properly or were getting no reaction. So I didn't realize you know ten years ago.This would be really important as we go. You know in this virtual selling world,but it's absolutely foundational. So you washed yourselfback in that particular story and you saw what other people were seeing as anactor and then take that into as a sales professional as well. How oftenshould people be evaluating their body of work and watching themselves backyeah? That's a great question. First of all, nobody likes to watch themselveson video. I'm sure you probably know that, but even as the actor I'd be likeokay, I got to watch this with one eye or a glass of wine. It's just you knowpainful. So I suggest people you know watch themselves on a regular periodicbasis. It depends on. Are you working on a particular skill right and Ialways say you know, watch your video and look first of all. What did you do?Well right? It's I mean if, if you're going to be, I was a good director toyourself. You GONTA, look at both what worked, what didn't work so look. Whatdid you know what well and then pick one thing to work on and work on thatwith you know, just you and your camera and then work on it on 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 ofwith those periodic moments to see. How am I doing with this particular skilland then, as you kind of master, that then you can add on you, know theadditional skills, but most people tend to watch themselves on video go. Oh, Ilook horrible and that's it. I'm obably get out of it right right, so so egofocus and me oriented without worrying about the recipient you before beforeit gets to the next question that we have outlined here actually want to go.Go back because you said something when you'retalking about your book and looking people in the in the eye, and I had anepiphany, which I probably should have had this epiphany a long time ago. Iflow sometimes luckily Ethan wrote, wrote the book so we're good there. But look me in the eye on a zoom call yeah.I just thought about that. If you're in a live meeting and you're sittingaround the conference table, you can only look at one person at a time andyou need to be conscious and aware of the amount of time that you're spendingwith each individual in the room, because you have your state t colters,you have the the the buying group and it's like okay. Let me make sure I giveeveryone their time and do diligence and but when you're in a zoom call forthe adept person, that's really good at...

...engaging and connecting through zoom.You can look at everyone in the eye simultaneously at at the same time,have you seen people like because you were mentioninglike the ape you didn't use? The Word Apathy, I forget what you said was justthe the apathy of people on video calls. Does that engaging person? That'slooking at everyone at the same time? Do they have an advantage on soon?Because of that reason, oh absolutely, you know if first of all,everybody is having their own experience on video right. You arenever talking to a group and in fact, even when you're speaking live, youshould never be thinking about I'm talking to a group, because it makesyour presentation much more general, less specific and personal. So it willchange your tone and your body language and everything if you just think abouttalking to one person, so you know it all. It all starts thereand then everybody everybody feels like you're connecting with them, and that'sthat's really powerful thing, because you're right in person we had to do theyou know, make sure we hit all the different stakeholders and do a certainamount. Now we don't have an audience that ismaking as much eye contact as they might in person because they don't feelobligated 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 you, a hundredpercent of the time they going to control their own level of I contact.But if you're available there to make a connection when they do look up, then you know that improves yourchances of building a relationship. Okay, so yeah, let's, let's switchgears now in our previous interview, you talked about over confidence andyou talked about not being confident enough and how they both hurt. You, ifyou go in on a video and you're over confident you just go in with this.This relaxed swagger, almost at that seems uninterested, and you were youwere going through that what's the Goldie one thing we didn't ask, though,as I watched the interview back, it was like okay, we have over confidence andwe have not confident enough, and we know what that looks like. We don'tneed a description of that. How do you land in that Goldie, lock,sone of in the Middle? Are there things that you can do to temper or to enhanceyour confidence level? Absolutely and it's confidence and it's a certain typeof energy? So when I talked about that over confidence, sometimes it's justyeah I'm going to it's that determination, like I'm just going toyou know I'm comfortable here, I'm going to just be myself, which is great.I don't want you to be someone you're not, but when we start to think aboutbeing comfortable, like you said, that's when the body language getsreally laid back and you know we start to look inattentive and our energy goesdown and our voice goes down and you really need to bring more energy to avideo call just to look as attentive as you did in person right, because thecamera takes away a certain amount of energy. So you have to bring thatenergy, and you know it's different for everybody. You know that Goldie locksis a great example, because what's a great energy level for one person mightbe too high or too low for somebody else. So the best judge of how you comeacross as confident and energetic as possible in that sweet spot is torecord yourself and have someone you trust a couplepeople. You Trust, look at so yeah. That's, that's you! That's for you. Iknow in person and to do that you have to do different levels, and I like this,you talk about this exercise in my book, where you can you go over the top, likeyou imagine, you know the most over the top actor you can think of. I was thinkof like Nicolas Cage or alpaco right. It's like everything's like this rightand you just like. Like deliver your...

...presentation, I tell sose people thisall the time, I'm 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 it is I likewow, that's it I that do seem very different and some people it's it'slike a great level. It's like man. That is right where you need to live, and itreally it's interesting when they have their peers around going yeah. That'sthat's you man. You need to find that energy level when you're in camera, butwe are not good judges of that ourselves, and so it takes somecalibrating. I guess I would say, and to get to that state your question.About being you know, how do we show up with the right energy? Is You know justlike any sport? Or you know it's just like actors do before performance likeyou have to warm up you the fact that most people get on video and they as soon as I hit record, they thinkthey're going to be at their peak t is such a you know. Performers will laughat that nonsense. Right I mean you got to prepare to get your peak, it's notlike on an on off button, and you don't want to warm up on your audience right,so you got to before you get on camera, whether it's live or recorded. You gotto be in that state, so you're, you know right there, and so that takes alittle bit of time and work. Yeah really good, and I mean you riskobviously losing attention and maybe even respect trying to warm up on youraudience for folks are listening. Of course, you probably doing if you'redoing sales calls or any any video calls there's a good chance that chorusor Gong or a similar tool might be available. Often Times they just gostraight to the cloud, you can obviously record on zoom if you'redoing recorded video messages like with bombum those obviously sit whereverthose videos get stored in Bob o. It just stays in your library. Thesevideos can be watched back and I love your call Juli Man. We do judge it moreharshly than anyone else does so I love this idea of enlisting trusted othersto be real with us, and if we want to be good at this- and I think we have tobe good at this if we're going forward, I mean you said earlier: Julie, likeyou, didn't expect that these the skills and insights that you developeda decade ago would be so super relevant today, but I think they'll be even morerelevant a decade from now, and so this is is just something we have to getgood at. So you wrote a book on sales presentations. Obviously, you'vetouched on that a little bit already it's kind of hard not to in thesethemes. I love the way all your work in all comes together. You wrote a book onit and I would love for you just to address a little bit. How do youencourage people to keep the customer in mind? How do we make this more abouta maybe a conversation than a presentation? I think most people thinkokay. I've got to give this presentation there either a handed adeck and they're just supposed to learn it and deliver it as someone taughtthem to deliver it, which I love your take on that because I have a feel like.I know where that will go a d and the alternative is. I need to whip up someinformation, I'm just going to blast a bunch of information at people and thensay what do you think? Let's go right. The next step just give us a couple:high level tips on being more engaging and useful, and really customer centricor customer oriented in delivering a sales presentation. Sure sure you know,I think you have to stop, and you know, step back as a sales person and realizethat there are very few places in life where we let someone talk to us formore than two minutes at a time right, unless you're being lectured bysomebody and hopefully I's an adult, you don't have to put up with thatanymore, but it's just very rare, except when we get in the presentationand then it's like holy moly. You know so it's very different and the waypeople pay attention is different. So it starts right at the beginning. Ithink you know if people are still sharing that well, here's here's mycompany and about US and they're, not...

...they're, not thinking about. Why doesmy customer hear about this like every point on that customer that companyoverview slide? If you don't know why you're sharing it with that particularcustomer shouldn't be in there and people don't care about you anyway,right so starting from that place of what is what is the most interest toyour customer? You know, I think we've made some headway there, but we seem tobe regressing on video because I think people are getting very dependent ontheir slides again and they're reading from their slides, and it wasn't okayto read from your slides in person and is not okay to read from a n video justbecause they're right in front of you and that crutch often makes people whodidn't mean to do that. You know fall back on this very route. Readingeverything on the slide. You know to your point. It does need to be more ofa conversation. That's you know, it's proven the more thecustomers engaged, the more likely they are to have. You know, have a goodexperience and to you now move forward in the funnel. So there's all kinds ofgood reasons to do that. The problem is it's really difficult on video, becausewe don't get it's hard to have a conversation with a passive audience,so we have to work harder. We have to have more tricks up our sleeve, and youknow that requires some planning. You know it never just happens. I thinksales people often think well, you know I'll I'll say hey. I want this to bemore of a conversation and customers are like blah blah blah white noise.You know paced it back and wait. You know, gottheir popcorn and there you know let you roll, so you have to break up thatexpectation that this is just another presentation to you know just by getting them engaged early on andlooking for ways to to interact with them and using the camera to helppeople feel engaged and feel like they're responsible for participating.Are there sure fire questions? So you talked about going off script, which isobviously the topic that we're on right now. But you mentioned this in the lastinterview too, that you want to get people kind of off script and have themresponding spontaneously. You know almost: Are there sure fire questionsthat you could give the audience or strategies to get people to kind of gooff the normal, the normal script, the audience that maybe isn't engaged yeah?I think I think it's always a good idea if you'vegot some previous relationship with the customer. You've had a previous meetingjust to start with Hay last time you said this was important. This was vitalpower things going in this area. You know getting a feed anything that's ofmost interest to the customer right, starting from that standpoint, and thenyou know you may have to pivot from what you plan to do so that can help customers be moreinteractive, but I would say there are some tricks to using video to getpeople more interactive to a lot of times. People ask questions and they'llask them as they're looking at the screen right, it's like. So what areyou? What are you doing in your? You know to Gort Your Business today and ifI don't feel like you're looking at me as you say it because remember we'reall having our individual experience. I think you're not talking to me. I thinkyou're talking to Bob- and I bet he's going to answer right and the morepeople you have gin to call the more you multiply that and that's why somany questions just go unanswered because we're staring at the screen orasking that image if they want to answer that question or it doesn'tsound like a question because we're so used to people not answering we sort oftentatively throw it out there like. So what are you doing to grow businesstoday and it's like I'm sorry, I was that a question or statement, or you know if you are- and this is partof now this goes back to acting it's like. If your intention is, I want tohear what that person has to say. I...

...want them to answer this question.That's my expectation, I'm going to ask it with that kind of determination. I'mjust say. So what is what are you doing to really grow your business today andI have a whole different energy around it. I'm going to look at the camera andI'm going to hold it there until you come up with so in right. So enjoy theconversation that that we had today loved having you a part of the book andthe previous interview, you know. I know you got a speak peekat the book. Are there any particular chapters or topics that you're reallyinterested to get out in front of everyone else? Anything that reallyresonated with you and human center and Communication Yeah, I mean there's a bunch of things,I'm interested in one that really I'm just personally interested in becauseit ortalons with what I talk about is the chapter that Damn Hill wrotebecause he does talk about that emotional peace, that's involved insales and how we need to connect with that, virtually and also about readingbody language and how important that is. But you know he also acknowledges howmuch more difficult that is on video and so yeah. I'm interested to hear histake on that some one. One of my a for folks were listening Dan Hills episode.You can hear it right now. Dan Hill is he's a PhD. He holds seven patents inthe analysis of facial coding, Data Really Gray, guy he's actually aprevious podcast guest. That's how we met him in the first place and theninvited him into this book project along with you Julie. So if you go tobomboost, you can check out the conversation with Dan. You can seevideo clips from this interview with Julie. You can check out the episodewith Mario Martinez, junior ven, Gresson, Morgan, J Ingram who's, athree time linked in top sales voice, probably going to be for time herepretty soon. I don't know when they announced the top sales voices, LaurenBailey of factorage girls clubs. So many great people involved in thiswe've got more interviews coming again. This is a series that we're doing. Ithink it runs through the end of September, and you can learn more aboutthe book that we've been talking about a Bombombay and we'll learn more aboutall of Julie's work, including her master class in just a moment, butSteve. Let's make sure to ask Julia, give Julie the two opportunities thatwe give all of our guests at this point in the podcast yeah. We love for you tothank or mention someone that has had a positive impact on your life or careerand then to double down a brand or company that has provided an amazingcustomer experience. Okay. Well, you know, lots of peoplehave just touched my life and amazing ways, but I would say the person thatreally helped me get on the path that I'm on now is Jill Conrat and I thinkmost sales folks know er she's, the author of several sales books, agalselling most recently, and she reached out to me when my first book came outabout eleven years ago, and I really wasn't that well connected in the salescommunity as far as other speakers and trainers and coaches- and she invitedme to this network of you- know: women, sales leaders and from there I just Imean it- was eye opening. I got to see what the road ahead of me might looklike, because I really didn't know what my career would involve after kind oftaking a step in the you know in this direction. So that was, you know justthe start of many Greek friendships that have developed out of there and anincredible wealth and knowledge that I never would have stumbled upon on myown so that that was awesome and then thecompany that just the best customer I'm sure this isnot going to be the first time. You've heard this, but I'd have to say Apple.You know this is the first time some... says apple is not, but it's usuallyit's usually like. You know where someone's giving a nod to just theclassics and the best like with Carlton's and the Amos and the etc. Sowhy do you choose apple? You know they. Just they make everything easy theyjust they are so customer experience focused right and they you know it. Ihad to send a watching to get repaired and they were like well. This mighttake the art to see what was wrong with it and if they would send me a new oneor I think, good replacement and they were like well, it might take. You knowfive days. Well, they had it looked at reviewed. Sent me a new one like in aday and a half or something so just always surprising you in a good way,which is the way you want to be surprised by a company right yeah. It'sawesome and I love the shout out to Jill Conrath, it's so cool when peoplejust make themselves available to help others and kind of just light the pathand make introductions really cool. I love that too, for people who want tofollow up on this conversation. They want to learn more about your new book,any of your other books that may be want to connect with you on linked inor they want to check out what you're selling on video master class. Whereare some places? You would send people Julie, yeah. All of that information ison my website at Julie, Hanson, dot live. You can also go directly to theselling on video master class at selling on Desh Video Com, and my bookis on Amazon and also on my website awesome, and we will link up a bunch ofthat for folks that are so. You get the spelling right. It's Hanson Sen, not so,and it's Janis person, yes, Dat, live cool, we'll round up those links, as wealways do it bomboost as well. In the case that you were listening on the go,a you can hit that sixty second back button and write these things down ortype a note or whatever you do with your phone or whatever you're listening,but we also round them up at Boboko Lash podcast. Thank you all forlistening Julie. Thank you. So much for joining us again in conversation isfantastic thanks guys. Actually, too often, you are overwhelmed by theamount of noise in your inbox and slack in your lengthened messages and everyother channel and medium you use and guess what so are your prospects,customers, employees and recruits digital collusion is the problem. Humancentered communication is a solution from the authors of the best sellingbook rehumanize, Your Business comes a new book human centered communication,a business case against digital pollution, featuring expert insightsfrom leaders at companies like sales force hub spot and Ven Gressa, givingyou proven methods to earn attention, build trust, create engagement andenhanced reputation. Helping you connect and communicate moreeffectively with the people who matter most learn more and pre order your copytoday at Bombombay, and ask about special packages for your team, yourcompany or your community by emailing book at Bombombay visit, Bom Bomo bookor email book at Bom Bambo. Thanks for listening to the customer experience.PODCAST remember. The single most important thing you can do today is tocreate and deliver a better experience for your customers, continue learningthe latest strategies and tactics by subscribing right now in your favoritepodcast player, or visit Bom Bomo podcast t.

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