The Customer Experience Podcast
The Customer Experience Podcast

Episode · 1 month ago

159. Sending Videos for Greater Sales Visibility w/ Viveka von Rosen


What you see on video is pretty much what you get. Video gives you a sense of who the person is. At present and in the future, salespeople need to become comfortable with video through the techniques of “created charisma”.

In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Viveka von Rosen, Co-Founder and Chief Visibility Officer (CVO) at Vengreso, about using video to create visibility in sales.

Join us as we discuss:

  • What the relationship between video and visibility is
  • Who video is and is not good for
  • Why video gets straight to the heart of authenticity
  • When to shift the script to create connection
  • What the role of LinkedIn is for salespeople

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What you see on video was pretty muchwhat you get, and so you get the sense of who the person is. 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, eth and bute the human centered communication summer series.If you're just joining us, you haven't maybe listen to an episode recently,we've taken over the podcast all summer, long with two key ideas all around thisnew book: Human Centered Communication. The first is that my longtime friendteam member coauthor on this book and Coauthor on our previous bookrehumanize, Your Business is joining me as a CO host, Steve Passonians has beenco hosting and he is today too. In addition, what we're doing is reachingout to the eleven expert friends that we invited to participate in this bookproject we're interviewing them in complimentary ways to the conversationsthat we had to feed the book, and these are awesome. People Steve Who is ourguest today today we have Viveka rose an AKA supervise COFA, Raso, chiefvisibility officer which we're going to get into that we're going to. We havequestions around that that title that roll she's actually on the advisoryboard of one of our largest competitors, which is fun but but we're cool withthat, and so is she so this is awesome linked in expert forbs, top twenty,most influential and again, like all of our previous guests and this series,just an awesome person overall, welcome, vivace, awesome and so great to be here.I love Bombon. You do and that's the thing I this acool thing about the project is some people now Bombombay them didn't reallyI mean they knew us a little bit. They didn't know a lot about our product.It's not just about video messages. Some people use various people includedin the book, use our competitors, and so it's really all about. How do weraise up awareness and proficiency around being effective, communicatingand more personal and human ways, but we'll be getting into that through theconversation? We definitely are going to talk a bit about video, becausethat's something that you've taught hundreds of not thousands, if not tensof thousands of sister so definitely beginning into that, but we're going tostart a difficult where we always start on this show, which is customerexperience when I say customer experience. What does that mean to you?You know I obviously the experience that customers have, but it's funny,because we are transitioning in an nucs, I'm CX. Rather so a new customersuccess, customer experience officer, and so I'm learning that customerexperience is so much bigger than just the experience that our customers arehaving from you know what you need to do in the background, all the teammembers that you have to have the scripts, the checkless, the technology,everything that needs to be in place so that when our customers come andexperience our product, our service, whatever it is, that it seems seamlessthat it seems intuitive. And yet you know it's that it's that duck floatingor that Swan floating on the water and underneath is like a and I'm justlearning more and more about that, as we would as we on board our new CXawesome. What a cool experience for everybody that that not just aboutlet's give someone that title find the right person plug him in and off we go.It sounds like it's something that, in properly the whole team is involved inwell, you know it's really shown us where our strengths are and where ourweaknesses are, because our previous CX O was Bernie Borges who was a founderof the company, so he built the company...

...with us and so there's so much aboutthe Gresse. That's in our heads, but as the company is growing from for to youknow, forty you know in our heads is not a good place for the company to benow. So that's what we really discovered in bringing in this newperson is you know? What do we know, and what do we know that needs to beput on paper essentially well continue the along that that train of thoughtyou mention your product or service. What's your product or service Viviatell us about it, who's, your ideal customer. What problem do you saw forthem sure well, generically vingrette helps sales people, entrepreneurs,individual business owners, create more qualified conversations on Linkedin. Wehelp you prospect better and sell more specifically, we work mainly withbeaten enterprise, Eze B, to be sales teams through linkedin through salesnavigator and through social video, which is why I'm so he excited to behere to still create more quality and qualified conversations to build theirpipe line in some more awesome. And now, let's go to your title, because it'sreally an interesting one. I don't know that we've. I know for a fact thatwe've never had to the chief visibility officer on the show, and I got to say Idon't know that I know any that them besides you and so tell us a little bitof like what does visibility mean to you in this context. Kind of what doesa successful day or week or month or quarter, look like as a chiefvisibility officer, and you like this multi part question yeah. Maybe wheredoes video fit into this, because obviously video enhances visibility togive us a run, it it being a chief visibility officer sure so you know,there's chief learning officer which I could be because I'm the master trainerat Ven, Grasso, there's you know, chief, our C mo was taken. Our CS was takeneven though I'm involved, obviously in marketing in sales. I did not want tobe CEO, so you know thank you, Mario for being CEO, but we were trying tofigure out like what. What is what qualifies me? What am I chief of atTangres, so I'm coming into the company? You know I had a pretty decentreputation on social. I had a big following. I did a lot of speakingpublicly and privately and so and I'd written a couple o books and Iwas a linked on learning author. So I had that kind of visibility. So we'relike well okay, how about chief visibility officer, because it'scertainly aligns with all my functions at Ven Gressa, but it also speaks toyou know kind of my status within ten grasso as well, and it's alliterativewith my name. So you know Devaka and Grasso visibility. Yeah, that's great!I'm going to teach other people how to increase their visibility. Exactlyexactly- and you know, video is a big. Oh video is also alliterative, tificate,gressie visibility and video. It was meant to be you know, but video trulyis about creating that visibility and what we've been through during thepandemic during ovid is people not being visible with each other, at leastat the beginning, before we got super comfortable with Zoom and teams and allof the other platforms out there, but it was. You know we were so isolatedand trying to do business in an isolated way and using linked inbecause that was kind of our only way to network for a long time, and so theaddition of video with a specifically video within linked in but social videousing you know, zoom and having those in turning on your camera and havingthose video meetings being able to send video messages, video email, obviouslybeing an important part of that all helped to bring a little bit more for one of a better word, a little bitmore understanding, compassion...

...alignment between ourselves as sellersand our buyers out there, because there was just a huge gap for a while. So one of the things that Ethan I dobefore or have been doing in all of these interviews is watching theprevious interview back that we did or human centered communication and youwhen we watch it back. You know: There's always things that pop in yourhead. Well, why didn't? I ask that question at that particular time, andso one of the things that we just breathed by that we thought was wasinteresting that we would like to expand upon right now. Is You mentionedvideo? Isn't the best idea for for everyone and we're like man? That is so.We could on Packin, so many different ways as it rollers. Is it roll specific?Are there sales people that shouldn't touch it or because you're in sales youhave to use video and then like into the types of video for video messagingor video right being and there's so many questions in there? Can you startwalking us down that path of video? Isn't the best idea for everyone? Yeah.You know there. There are a few people, so first O I would say video is awesomeif you can get comfortable with it, but a lot of people, and hopefully now thatwe've been on zoom and we've seen ourselves on camera, so much we're alittle bit more comfortable with it. There are some people who are nevergoing to be comfortable with it when they do video, even if it's their tenthvideo, their hundredth video, it's awkward, it's stilted and it's notserving them for whatever reason you know it's like being on stage. Somepeople are just paralyzed being on stage, for whatever reason they justcan't get past it. Now what we've found even the folks were like? No, I don'twant to do this. I can't believe you're making me do this selling with videocourse like I'm not going to do it, what we've taught them in how to use their voices, use their handsverbal and nonverbal engagement with their with their audiences. Most ofthem get to the point where, okay, this is okay, I can do it. I might not loveit. I might not do it again after this course is completed, but but I can doit, and so I do think that most people with the right kind of training or withenough practice- or you know, by reading through the book and to some ofthe things that Lauren shares, that that they will get their hands aroundand able to utilize video. But there are those there are those that it'sreally going to hurt their brand they're, just they're never going toget comfortable with it and then so don't do it. I mean stick to yourwritten word. Stick to your phone calls were able to have life meetings in ouin most country, so you know go back to your live meetings. There are timeswhen it's going to hurt them. There's other people out there who've builtthis brand like around who they are and what they look like and then, when theygo to video, it's a completely different person and for those folks Iwould say, stick with whatever brand you have before, or slowly shift yourbrand. But when we go to thinking that you're twenty years younger fortypounds lighter or whatever it is, and then you get on video and you're thiscompletely different person, it's really jarring. So you know in thatcase I'm like, let's just stick with your brand or slowly more, if yourbrand into who you actually are right now, because that disconnect is hugeand it and I think it could n negatively impact your ability to sell,but it s for sales people. Let's just go sales people specifically becausethere's a lot of use cases for video for Internat mental communication andyeah product team members recording their screens and sharing that I meanthere's so and and of course you know, you don't need to be that comfortableon video to convey a complex topic. You know by yeah screen, but for sale.People specifically is that almost like a prerequisite to be in sales or to bea good sales person is to be comfortable with who you are and theability to transfer emotion.

So, if someone's terrible at video,because the only reason we asking is because Mario said like we don't hire apal that aren't comfortable on video for yeah for Vano and so people or theygot to get comfortable real, quick, like yeah yeah, so to be in sales. Isthat a is that a mandatory requirement in your opinion or just to add to thatyeah? Is that where we're going? Oh, you know if it wasn't yeah we're goingto because, but I buy that question out right, I'm really curious what you havetheir Viveka yeah and I mean Maria and I might differ and that's okay. So toSteve's point. I think there are a lot of people in sales who are comfortablein the real life engagement, but for whatever reason that camera just freaksthem out, and so they just can't get past that they just can't get past thator it's just technology right. They just then they're, maybe a little bitolder they're not used to like taking the one million and one selfies everyten seconds, they're, just not comfortable with the technology and forwhatever reason they can't get over it right, and there are some peoplewhether it's I mean whether it's female sells people who just can't get overbad hair days, which I'm having right now so pony tail or you know or beingtwenty pounds overweight, and then we can get into whole kinds of genderdisparity, but maybe we shouldn't or whether it's just the guy who justcan't handle the technology. You know he's always done his selling on thegolf course he's always done his selling on site visits he's never doneso he doesn't even cold call right he's. Just he's always been that jovial dude,who everybody knows and the big hugger and handshaker, but he just cannothandle the technology. So for those folks I do think it's not everyone andit's probably a very small minority of most sales people, but they areabsolutely out there and I don't want them to say you know just give up andretire because you, you know you're not ever going to be able to sell again.That's that's just simply not true. They can find ways around that. Buteven to your point, I think the pandemic has shifted so much workingfrom home. I mean look at all everything. That's blowing up right nowabout CEOS or like we want our people back at work and the workers are likeyeah, no we're going to stay here. Things have changed and I do think thatin the future sales people are going to have to get comfortable with video, andI love that Mario says we don't in. We have certainly hired people who are notcomfortable with video, but they get comfortable right because we make allof our people turn their cameras on during our meetings and since we're allover the world, it might be two o'clock in the morning. You know we might havebabies attached to our our hips, but but the camera comes on, so it issomething I think that for the future, especially if we continue doing thisvirtual selling that sales people are gonna have to get used to awesome. Acouple cook follows here, but for listeners we're talking about MariaMartinez Junior CEO Ven Grasso, he has we. His episode and conversation withus is already released in this series. You can just go to Bombombay and findthat, and both Mario and vivace are featured in human centeredcommunication, and in the chapter that we that we wrote around Mario'steachings and insights, we do talk a lot about internal culture, some reallygood stuff there that you all are doing to help people get comfortable tomanage expectations and align. People are on the expectations and last notehere for listeners. Ven Grasso was initiated and completely built as acompletely remote workforce yeah, and so it was critical from the get go toget that foundation right so follow up here to this idea of more people aregoing to need to get comfortable doing this in the future. You've taught allkinds of different people in all kinds of different industries: how to getcomfortable using video in social media... messages in emails et Cetera Kit, atwo part question, because everyone is going to say this isn't for me. I hatethe sign right. They all do it right. When do we makethis call where, where we truly accept, did she's not cut out for this or I'mnot cut out for this or he's not cut out for this an I'm thinking, maybehe's a sales manager which kind of leads it to the other part of thequestion, which is how can a team prepare to make this transition intomaking video communication in general and video messages, in particular partof the way that they're successfully building relationships and acceleratingpipeline yeah? You know, and we have we've hadwe. You know: We've worked with a lot of different verticals, different sizesales teams, and you get your folks who are like I'm in you know and they're soexcited about it, and then you have the folks that are, you know, like yeahyou'll, see my video for our final test and that's the only time you're goingto see or video, so you definitely get that pushing pull a little bit for us.What has been absolutely key is that the the leadership, the salesleadership, whether it's a sales manager or the you know in some casesthe SMO, the C, so that the sales leadership also puts themselves outthere and gets involved the the sales leaders who are learning along withtheir employer with their employees. Those teams are by far the mostsuccessful because they're, just like they're putting themselves out thereand they're like I got. You know I got zits I've got, I stumble, I makemistakes, no one's perfect and then the rest of the team goes okay. If he cando that or if she does that, then I can do it too. So that for us, has beenkeys, getting the sales leadership involved with the training, along withwith all the other employees, along with all the other learners. There aresome people who just bless them. They just so challenged and they they triedreally hard and they did all the you know they did all the homework and theythey did all the videos they were supposed to, and it's just superawkward, but in some cases what they came up with was cool. Someone on myteam can do the video and I can just send the introduction. So there can beanother account manager say that does the video or the sales leader does thevideo and says hey? You know this is sales leader, Blah Blah Blah. I'mshooting this video for John who you know really well. He wanted to let youknow Blah Blah Blah and so in. That's not the best thing to do, but it'scertainly a solution. If you've got someone who just can't do it cool forthe sake of asking the obvious instead by I'm, excited to go to where you'regoing to take us next, but one last question here at the risk of asking theobvious: What are you sharing with people at thebeginning of, say something like you're selling on video course yeah? Why we need to be using video? How isthis different? How is this better than what we are doing today? I, like that'svery obvious to me. It's very obvious, to say it's very obvious to you, but Iguarantee someone listening is wondering like why. Why would I even bother if I'mgoing to be uncomfortable? Why would I even bother to push through thatdiscomfort? Well, you know, there's the Omni Omnichannel approach number one. So if you've tried email, if you've triedcold calling, if you can't do sit visits right now, you know becausemaybe your state hasn't opened up. If you don't have their phone number, soyou can't text them or you know their cell phone numbers. You can't text themso you're kind of stuck on ways of engaging video adds another channel,and when you go from three to four channels you know say a cold call and avideo email and voice mail. You know voice message and then say a videousing either linkedin or an email. You know Bombaya video. It increases thelikelihood of someone responding to you like by four hundred percent. So it'sjust in one way. Another channel I, but...'s a channel, that's so differentfrom what most people are doing out there like linked in inherently. Weprefer using tools like bom, bom or the other one, where we can send a link andit's got a little thumb nail and the video will pop up. But you can, you canuse in your linked in mobile device, send a video now. How different is thatfrom all the other spanyers you're? Getting there's also voice mail too,but I recommend sending the video and it does. It stands out and it's thatkalt factor that no, like an trust factor. You know I can read stuff allday long. I can see pretty. You know face tuned pictures all day long, butwhat right? But what you see on video unless it's Sooming, it's got, touch upyour appearance, but what you see it on video is pretty much what you get, andso you get the sense of who the person is now what we teach in our classes.You know it's kind of created, charisma, we teach both verbal and nonverbalcharisma, and so one mistake that people make is being alittle bit too sedate. You notice, I'm now, I'm not saying everyone has to besuper vive. We talked about that a little bit, but there is, is thisbalance between who you normally are laid back to lax, talking, kind ofmonotone and being wild and crazy? There's a balance between those andthat's what comes across best on video and that's what I that's. What I'msaying that's this kind of like created charisma. It teaches people to get tothat next level so that when someone does see the video they are getting asense of who the person is, even though you know person who's doing, the videomight feel is like a little over the top. It does give people actually abetter sense of who is on the other side of the screen and who they'regoing to be engaging with. I that it's just like anything else, it's a balancebetween people are things to be a anb and it's usually not there's a wholebunch of gray in between, and you need to find. You know the right balancebetween the two is our correlation between anonymity, Digital Annemie, ancrappy messages. Yeah we were, we were thinking, we were thinking o. We were thinkingabout this before money, Eteinte a had a time and we go through questions and,and it really came out, I mean let me give ye a little bit of back story, andthen you can answer the question. I love that you were just talking aboutthe leaders getting in and doing it too, because guess what we just did Ethanand I just responded to leads leads coming into the system. You know we getseveral thousand leads for sand, yeah he's coming in and Eath, and I took achunk of those leads and started responding every day with video for amonth Ovian. So we learned so much, but one of the things that I learned andnot saying we have crack crappy messages, but sometimes when I wasprompted for email number, seven in the fourteen day free trial, and I wouldreread it and then I'm like. Oh, I got to actually say I don't know if Ibelieve this message like it's not good enough, because now it's a rotated withme as a person, it's who I am I'm delivering it and if I was, if I didn'thave to deliver, I would have just hit the send button right yeah, but youprobably wouldn't even a read it. You would just hit the sun, but is thesense it's already been created, yeah yeah, so talk to us about you knowabout like being front and center and video and how that could bring out thebest. Then you're messaging, because you pause you're more intentionalyou're more thoughtful. You know I love it. You said that, because in ourprocess, we've got, you know kind of template scripts that are the baselinefor what we then create for the client and even in that process we're like wow,that's really still ton like. I never say that right and so even within ourown scripts- and this is what we do...

...right. This is this is what we do iswith an gress o does, even in our own scripts, we're like okay, that that wasreally stilted, and then we start working with the client and the clientslike. Okay, that's really stilted. We would say this instead, so then we haveto Morf the script some more and then you get the individual learners who arethen taking these scripts and making them their own and they're like. Iwould never say that, and so yeah I mean there is, I think, when we usesales scripts on the phone when you certainly when you use, we use sale,scripts and emails, a lot that we would normally never say, probably gets pastthe monitors and goes out to our audience and then might come across asabsolutely in authentic. So I hadn't really thought about that before,but I do love that yeah. When you apply script plus me equals that's, not anauthentic voice, then then there is some. You know there does need to besome communication with marketing with with you know, sales enablement to. Howcan we align? Who? I really am what I would really say to what's going out tomy audience and then never mind, you know, we've got the buyers journey without all the different levels of buyers journey we've got all the differentbuyer personas. Am I going to have to shift that script depending on where mybuyer is in the buyers journey and who, I'm speaking to in my buyers, Journey Yeah really interesting? I mean thereare two layers there. It's it. One is: Is this this script and communicationplan that's been prescribed to me: Does it feel like me and my right, and thenhow does my relation to Steve's question? How does my relationshipchange when I'm putting my own face and voice behind that message? How doesthat change it, but then this layer that you, that you just added, which iseveryone that you're sending it to, is a little bit different, even if theyfit these three criteria. They're completely unique individuals, talkabout how you teach in any of the courses that you've taught over theyears or that you're actively teaching. Now how do you balance? Because thereis this? You know we talked with Mary, of course, a lot about art and science.I'm sure you have that you. You know that the science of we need thisrepeatable process. We need scrap that we know work at this particular leveland we need everyone to follow approximately the same things that weknow that our theories are holding and that what we're doing is true and wecan iterate on that and make it better and better better. At the same time, we want to give people some sense ofcreative freedom and ownership over the message ownership over the relationshipand then when we're asking them to do video asking them to take that in nextlater deeper. How do you kind o h that balance of the science of repeatprocess uniform script, uniform messaging versus you need to own it andput some real human spirit behind it, and it needs to be uniquely your ownYeah Yeah? Absolutely so. You know there are certainly cases where you'regoing to be saying the same script over and over again, in which case you'regoing to craft the script, to speak to a buyer person as opposed to anindividual. So I know that you know if I'm talking to C SOS who are women atenterprise, size companies. I might use this script. I might morfit a littlebit differently, for you know the C Mo mail at s mb, so the scripts themselvesshift a little bit depending on the buyer persona and then, of course,there are use cases of where you would never use a script per se. If I'm, youknow outlining, say a proposal that I'm sending, and so I'm just walking peoplethrough the proposal in a video- that's not obviously going to be scripted, butthere are still some things standards. I guess that I want to make sure Icover like. I don't want to go too long. I want to make sure that I'm getting tothe points quickly. I want to make sure that I am still using the voice,modulation and the hand gestures. I...

...want to make sure that I'm speaking theperson's name as well as writing the person's name and the message you knowso there are some standards that I want to make sure I'm I'm checking off thoseboxes, but it really depends on the use case who the person is on the otherside and how I guess how important the message is. If I'm just responding to you know for D, fifty sixty linked ininvitations a day. I maybe have two or three videos that I shuffle between. IfI'm sending a proposal to someone I've just spent, you know two and a halfhours with on zoom. It's going to be a lot different type of video, althoughthere are still things for all of them that I want to make I'm on to make sureI have the right, like I said, the right lighting, the right length, theright modulation, the right hand, gestures. Some of those things aregoing to be standard across all types of videos and use cases awesome. Wewould be completely remiss, of course, if we did not ask the linked an expert.At least one linked in question come up a little bit, but so this is a reallyinteresting one. So, in the episode that we released last week with Jack, OVandercook winning by design, he introduced something that Steve Was itnew to you? Yes yeah. I was totally new to me too. I never thought about thisand I would love your take on it. So we were talking a little bit about the waypeople are doing business. Why we need to be more human centered in ourapproach, the long term reputational damage and what came up was the ideathat a lot of bdra and SDRs are being asked they're. Just basically beingprescribed a playbook, you have to do these steps in this order, with thesetype right words et Cetera, they don't have much control over it. Some of itis, may be more aggressive or not as thoughtful, not as well targeted. Someof these things that we all know are annoying and frustrating if we receive,but they're being asked to do it from their own personal, linked in profile.So I never thought about the consequences of H, I'm using my ownpersonal asset, which is a long term asset for me, and I know you know thevalue of it and can preach the value of it. Yeah well, as anybody I'm beingasked, essentially to potentially denigrate the value of this long termasset that I hold personally for organizational benefit. Now, do mybenefit in this role. Talk about that tension. Have you observed this before?Have you done discussed this before, like? What do you think about that like?Where is sales managers asking people to do things that they would never dowith their own linked in profile and this kind of ties, even in thisquestion of I feel different about sending the message of my face andvoice around it? Yeah Yeah Yeah Yeah, exactly yeah. I know this. This comesup all the time, in fact, so much so that it's one of the first things thatwe address when we do our on boarding our kick offs with our clients, because,yes, you know the fact is you own your linked in profile and no boss can tellyou what to do with it. So quite I mean I guess they could fire you if youdidn't, but according to linked in you know, no one can make you do anythingwith your linked in profile that you don't want to our response. To that isabsolutely don't ever do anything you're uncomfortable with don'tcustomize your about section or add media. That totally makes youuncomfortable, don't adjust your settings to be more visible if you're,afraid of stocking or whatever. I never want our clients to do anything thatthey're like deeply uncomfortable with, and that being said, having worked withnow, hundreds of thousands of people run hundreds of thousands of peoplethrough our programs. We absolutely know what works on Linkedin, especiallyas far as profiles, engagement, messaging, etc, and so we are sharingbest practices. You know we highly recommend you elevate your brandbecause you're Coradin with your company, when you leave the company byall means, take the company's branding off there. If you want to, but rightnow you are corand ing with the company as far as your profile as far as thekind of invitations that you might said,...

...send, or language or content that youmight send out and engage with, always make it your own voice. You know that'swhat that's what we were just talking about, if you're, if you're leavingvoice male messages or video messages or even written messages- and you wouldnever say hey, you know then say hi or if you, but but if you never say dearethen, then say: Hey, even you know, you've got to at least align it to whoyou are, because that inauthenticity will absolutely show through, if you're,forcing something that's in authentic. So to your point, there's a balancebetween how far am I comfortable in Co granding with my company on Linkedin,and where can I just say no, and where can I just like, go okay? Well, theyprobably know what they're talking about so I'll, give it a try and seehow it does and where can I you know, go that's awesome, I'm going to jumpone hundred percent in and it's never all of the above right. It's alwayslittle bits of this that and the other as far as as far as engagement onLinkedin, but the short answer is you know that your employee owns their ownlinked in profile? I'm glad we don't do. You know, face selling with facebookselling with twitter selling, with tick talk selling with club house, becauseto me those other platforms are you know, even with with my own engagementare much more personal and I would feel super uncomfortable doing what I do onlink in on facebook, but link in it is kind of business, focused yeah. So, like everything else, there is thegray area in between s always try areas. It's not yes or no. No! Well we'rereally grateful and thankful that you contributed to human centercommunication, and you got to join us again here on on the podcast, and youknow as we're working to get the book out. We know you had limited time worththe book we have had a little bit of time with Yes is there a particularchapter or particular topic that you were most excited about to get outthere in the world besides? Besides yours of course, sides our own rightexactly well yeah beyond Marias in mine. Of course, you should read those. No, Ithink, I'm because I t t there are so many great chapters, but what I want tohighlight. I think, because of what we were talking about and beinguncomfortable with camera, and is it possible that some people are not madefor camera? I would definitely recommend chapter six Julie, Hanson's,because you know she talks all about preparing for the camera authenticity,acting, prepare preparedness, confidence, alignment, listening andbeing present audience of one messaging, so definitely Julie's chapter and thenalso Lauren, Bailey's chapter two, because I think it's going to allow people to to get more comfortablewith the whole concept. So I would, I would point out Julie and LaurenceChapter as well as of course mine and Maria's, but I mean it's hard to pick afavorite right because there's there's just there really are there chaptershere that are going to address those areas where you just need to improveand address the areas that you're, like God, know, awesome. So for folks who are listening,you can hear conversations even in advance of getting the book which isavailable for preorder at Bobbo book, where you can email book at Bombombayquestions, especially about ordering copies for your team or your entireorganization or for people in your network. If you want to dive deep rightnow with some of these folks and their unique expertise, these areconversations that are complementary to what you'll find in the book you're notredundant at all, and you can go right now to bomb Omo, H, podcast and hearthe conversation with Mario Martinez, junior, founder and CEO of Andres. Soyou can hear the conversation with Lauren Bailey, founder and president ofboth factor at ING Girls Club. You can...

...hear our conversation with Julie Hanson,who created the selling on video master class among a variety she's writtenlike three books now yeah all around, and she was a professional actresswhich is really cool. Yes, intersection of sales acting and video, and you knowto use a word that you used in that linked in response. At the end there,the authenticity, that's required to do. Each of those things very well and, ofcourse, coming up in the series. To conclude: We Have Adam Conto, CEO ofRemak, a brand that everyone is familiar with. So that's by MOM COM,podcast or Bombombay Steve. We can't let Viveka go without learning moreabout her, so give it a couple opportunities to share two two opportunities. The first onethanker mentioned someone who's had a positive impact in your life or career. You know, and people are probably thosewho follow me and have heard me before- probably sick of this, but I alreadymentioned the KT factor, then no, I can trust my friend Bakur, actually kind oflaunched my career. I used to share his book. Well, certainly endless referrals,but also go givers long before I started online, and so when I firststarted on social, I you know I put it out there does anyone know. You know ifat Bob Burg is on social anywhere, and he responded right away on twitter andinvited me to his conference and we've actually become very good friends. ButI quote him all the time all things being equal people do business withpeople, they know like in trust, and I think nowadays that is more important thanever, and I think video, as I mentioned, adds that K and L N T to the no like intrust factor. So Bob Berg is a huge and continues to be a huge influence for me.Yes, we agree with no like and trust and been using that for years as aswell, let's take a step higher, let's go with brand or company that hasdelivered you an amazing customer experience yeah, you know just re saysso fine like yesterday, so there's a woman's brand of workout clothingbecause that's it's one thing. I've started doing during the pandemiccalled Women's best there they're based in Europe, and they had a big sale forfather's Day. Ironically, and I bought a bunch of stuff- and you know,production they ran out. So not only did they refund me the money, obviouslyof the items they couldn't they couldn't deliver. They then gave me acredit for the amount that I had spent, even though they refunded me the fullamount plus they gave me an extra fifty percent and I'm like. Okay, all you hadto do as refund me in a timely manner, but they went above like so so farabove and beyond, and this is a European company. So what do they carereally and the fact that you know the fact that they did that they had agreat kind of apology letter that just the whole experience made me go fromI'm not broidering from them again right if they can't get the stuff thatthey put on there and that I bought I'm not gonna buy from them again to I notonly went you know. I took my credit. Oh yes, I did. I I you know not onlyspent all that money, but I spend even more money which they may or may not beable to deliver the project. But, and- and you know the product- Ifinally got the first shipment and the products awesome, and I love it, and soit's you know that that just from a z, the whole experience was positive. Sogood, is this: This ability not only to manage expectations up front, obviouslyto exceed them whenever possible, but to recover in moments of failure oreven just disappointment. Maybe the company didn't fail at all. In thiscase it sounds like they did now they did a little bit, but this ability torecover makes such a big impact. Great Story. Thank you for sharing that andthank you for spending this time with us, vivace you're Awesomee, for peoplewho enjoyed this and want to follow up.

Where would you send them to learn moreabout you, the videos that you create, the courses that you teach the booksthat you've written and what you and your team are doing at venges yeah,obviously go to Ven Grasso, that's one spe and groom, and if you go to theResoom Fort last resources, we have so many great free resources for you tocheck out about all aspects of social selling. Not just video so definitelycheck those out. If you want to connect with me, like just literally Googlelinked an expert, and my linked in profile should be the first well we'llsee depends where you're calling in from I guess, but it should be one ofthe first profiles that shows up on Google, so please reach out, and pleaselet me know that you heard me on this podcast and I'd be happy to connectawesome. Thank you. So much thanks move come! Thank you too often, you wereoverwhelmed by the amount of noise in your inbox and slack in your linked inmessages and every other channel and medium you use and guess. What so areyour prospects, customers, employees and recruits digital collusion is theproblem. Human centered communication is a solution from the authors of thebest selling book rehumanize, Your Business comes a new book humancentered communication, a business case against digital pollution, featuringexpert insights from leaders at companies like sales force hub spot andVen Gressa, giving you proven methods to earn attention, build trust, createengagement and enhanced reputation, helping you connect and communicatemore effectively with the people who matter most learn more and pre order.Your copy today at Bombombay, and ask about special packages for your team,your company or your community by emailing book at Bombombay visit, Bom,Bom com book or email book at Bom Bamot. Thanks for listening to the customerexperience. PODCAST remember. The single most important thing you can dotoday is to create and deliver a better experience for your customers, continuelearning the latest strategies and tactics by subscribing right now inyour favorite podcast player, or visit Bom Bombo podcast.

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