The Customer Experience Podcast
The Customer Experience Podcast

Episode · 4 months 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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Well, you see it on videois pretty much what you get, and so you get the sense of whothe person is. The single most important thing you can do today is tocreate and deliver a better experience for your customers. Learn how sales, marketingand customer success experts create internal alignment, achieved desired outcomes and exceed customer expectationsin a personal and human way. This is the customer experience podcast. Here'syour host, Ethan Butte, the human centered communications summer series. If you'rejust joining us, you haven't maybe listened to an episode recently. We've takenover the podcast all summer long with two key ideas all around this new book, Human Centered Communication. The first is that my longtime friend, team member, coauthor on this book and Co author on our previous book, Rehumanize YourBusiness, is joining me as a cohost. Steve Passanelli bombomb CMO is has beencohosting and he is today too. In addition, what we're doing isreaching out to the eleven expert friends that we invited to participate in this bookproject. We're interviewing them and complementary ways to the conversations that we had tofeed the book, and these are awesome people. Steve, who is ourguest today. Today we have Vivicavan Rosen, Aka Superviv cofound us, Oh see, vissibility officer, which we're going to get into that. We're goingto move questions around that, that title, that role. She's actually on theadvisory board of one of our largest competitors, which is fun. Butbut we're cool with that and so is she. So this is awesome.Linkedin expert forbs top twenty most influential and again, like all of our previousguests and the series, just an awesome person overall. Welcome to the goad. Awesome and is so great to be here. I love bombomb to youdo, and that's the thing. I this is a cool thing about theproject is some people no bombombs. Some of them didn't really. I meanthey 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 included inthe book use our competitors, and so it's really all about how do weraise up awareness and proficiency around being effective communicating in more personal and human ways. But we'll be getting into that through the conversation. We definitely are goingto talk a bit about video, because that's something that you've taught hundreds,if not thousands, if not tens of thousands, of years. So definitelybe getting into that. But well, we're going to start gifcat where wealways start on this show, which is customer experience. When I say customerexperience, what does that mean to you? You know, obviously the experience thatcustomers have. But it's funny because we are transitioning in and you seeus. Oh, I'm CXO, rather, so a new customer success, customerexperience officer, and so I'm learning that customer experience is so much biggerthan just the experience that our customers are having from you know what you needto do in the background, all the team members that you have to have, the scripts, the checklists, the technology, everything that needs to bein place so that when our customers come and experience our product, our service, whatever it is, that it seems seamless, that it seems intuitive,and yet you know it's that it's that duck floating or that Swan floating onthe water and underneath it's like, and I'm just learning more and more aboutthat as we went, as we on board our new CEXO. That's awesome. What a cool experience for everybody that that it's not just about let's givesomeone that title, find the right person, plug them in and off we go. It sounds like it's something that in properly, the whole team isinvolved in. Well, you know, it's really shown us where our strengthsare and where our weaknesses are, because our previous C exo was Bernie Borges, who was a founder of the company.

So he built the company with us, and so there's so much about the Gresso that's in our heads.But as the company has grown from for to, you know, forty,you know, in our heads as not a good place for the company tobe now. So that's what we really discovered, and bringing in this newperson is, you know, what do we know and what do we knowthat needs to be put on paper, essentially. Well, continue that aalong that that train of thought, you mentioned your products or service. What'syour product or service, if a kind of tell us about it. Who'syour ideal customer? What problem do you saw for them? Sure? Well, generically, Van Gresso helps sales people, entrepreneurs, individual business owners create morequalified conversations on Linkedin. We help you prospect better and sell more specifically, we work mainly with beaded enterprise size BETB sales teams through Linkedin, throughsales navigator and through social video, which is why I'm so excited to behere to still create more quality and qualified conversations to build their pipeline and somemore awesome. And now let's go to your title, because it's really aninteresting one. I don't know that we've I know for a fact that we'venever hosted a chief visibility officer on the show and I got to say Idon't know that I know any like them besides you. And so tell usa little bit of like what does visibility mean? Do you, in thiscontext, kind of what does a successful day or week or month or quarterlook like as a chief visibility officer? And you like this multi part question? Yeah, maybe. Where does video fit into this, because obviously videoenhances visibility. To give us a run it at at being a chief visibilityofficer? Sure, so. You know, there's chief learning officer, which Icould because I'm the master trainer at Van Grasso. There, you know, chief our CMO was taken our CSO was taken. Even though I'm involvedobviously in marketing and sales, I did not want to be CEO. So, you know, thank you, Mario for being CEO. But we weretrying to figure out, like what what is? What qualifies me? Whatam I chief of at Van Gresso? I'm coming into the company. Youknow, I had a pretty decent reputation on social I had a big following. I did a lot of speaking publicly and privately, and so I andI'd written a couple books and I was a linkedin learning author. So Ihad that kind of visibility. So we're like, well, okay, howabout chief visibility officer, because it's certainly aligns with all my functions at VanGresso, but it also speaks to, you know, kind of my statuswithin Van Gresso as well, and it's a literative with my name. Soyou know, the the cove and Gresso visibility. Yeah, that's great,and to teach other people how to increase their visibility exactly exactly. And youknow, video is a big Oh, videos also a literati of the Vaca, van Gresso visibility and video. It was meant to be, you know, but video truly is about creating that visibility and what we've been through duringthe pandemic, during covid is people not being visible with each other, atleast at the beginning, before we got super comfortable with Zoom and teams andall of the other platforms out there, but it was, you know,we were so isolated and trying to do business in an isolated way and usinglinked in because that was kind of our only way to network for a longtime. And so the addition of video with us, specifically video within Linkedin, but social video, using, you know, zoom and and having thoseand turning on your camera and having those video meetings, being able to sendvideo messages, video email obviously being an important part of that, all helpedto bring a little bit more for one of a better word, a littlebit more understanding, compassion, alignment between...

...ourselves as sellers and our buyers outthere, because there was just a huge gap for a while. So oneof the things that Ethan I do before, or have been doing and all ofthese interviews is watching the previous interview back that we did for human centeredcommunication, and you know, when we watch it back, you know there'salways things that pop in your head. Well, why didn't ask that questionat that particular time. And so one of the things that we just breathedby that we thought was was interesting that we would like to expand upon rightnow is you mentioned video isn't the best idea for for everyone, and we'relike man, that as we could unpack on so many different ways. Isit rollers? Is it roll specific? Are there sales people that shouldn't touchit? Or because you're in sales you have to use video? And thenlike into the types of video, for video messaging or video right who beingin? There's so many questions in there. Can you start walking us down thatpath of videos in the best idea for everyone? Yeah, you knowthey're. There are few people. So first so I would say video isawesome if you can get comfortable with it, but a lot of people, andand hopefully now that we've been on zoom and we've seen ourselves on camerasso much, we're a little bit more comfortable with it, there are somepeople who are never going to be comfortable with it. When they do video, even if it's their ten video, their hundredth video, it's awkward,it's stilted and it's not serving them for whatever reason. You know, it'slike being on stage. Some people are just paralyzed being on stage for whateverreason. They just can't get past it. Now what we've found even the folksare like, Nope, I don't want to do this, I can'tbelieve you. You're making me do the selling with video course, like I'mnot going to do it. What we've taught them in how to use theirvoices, use their hands, verbal and non verbal engagement with their with theiraudience, most of them get to the point where, okay, this isokay, I can do it. I might not love it, I mightnot do it again after this course is completed, but but I can doit. And so I do think that most people, with the right kindof training or with enough practice or you know by reading through the book andthe some of the things that Lauren shares, that that they will get their handsaround and able to utilize video. But there are those, there arethose that it's really going to hurt their brand. They're just they're never goingto get comfortable with it and then so don't do it. I mean stickto your written word, stick to your phone calls. Were able to havelife meetings and now in most countries. So you know, go back toyour life meetings. There are times when it's going to hurt them. There'sother people out there who've built this brand like around who they are and whatthey look like and then when they go to video it's a completely different person. And for those folks I would say stick with whatever brand you had beforeor slowly shift your brand. But when we go to thinking that your twentyyears younger, forty pounds lighter or whatever it is, and then you geton video and you're this completely different person, it's really jarring. So you know, in that case I'm like, let's just stick with your brand orslowly morph your brand into who you actually are right now, because that disconnectis huge and and I think it could negative, negatively impact your ability tosell. But it's for sales people. Let's just go sales people specifically,because there's a lot of use cases for video for enter departmental communication and,Oh yeah, 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 she yeah screen.But for sale people specifically, it's not almost like a prerequisition. Requisite tobe in sales or to be a good salesperson is to be comfortable with whoyou are and the ability to transfer emotion.

So if someone's terrible at video,because the only reason we're asking this because Mario said, like we don'thire people that aren't comfortable on video, for yea, for Va, soand so, some people, or they got to get comfortable real quick.Like yeah, yeah, so to be in sales, is that a isthat a mandatory requirement in your opinion? You or just to add to that, yeah, is that were we're going? You know, if it wasn't,yeah, we're going to because, but I buy that question out right. I'm really curious what you have their BIVOCA. Yeah, and I meanMario and I might differ, and that's okay. So to Steve's point,I think there were a lot of people in sales who are comfortable in thereal life engagement but for whatever reason that camera just freaks them out and sothey just can't get past that. They just can't get past that. orit's just technology, right, they just they there may be 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 for whatever reason theycan't get over it right. And there are some people, whether it's Imean whether it's female sales people who just can't get over bad hair days,which I'm having right now, so ponytail or, you know, or beingtwenty pounds overweight, and then we can get into whole kinds of gender disparity, but maybe we shouldn't. Or whether it's just the guy who just can'thandle the technology. You know, he's always done his selling on the golfcourse, he's always done his selling on site visits. He's never done so. He doesn't even cold call right. He's just he's always been that jovialdude 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, justgive up and retire because you're you know, you're not ever going to be ableto sell again. That's that's just simply not true, they can findways around that. But even to your point, I think the pandemic hasshifted so much working from home. I mean, look at all everything that'sblowing up right now about CEOS or like we want our people back at workin the workers are like yeah, no, we're going to stay here. Thingshave changed and I do think that in the future sales people are goingto have to get comfortable with video, and I love that Mario says wedon't. We have certainly hired people who are not comfortable with video, butthey get comfortable right because we we make all of our people turn their camerason during our meetings and since we're all over the world, it might betwo o'clock of the morning, you know, we might have babies attached to ourour hips, but but the the camera comes on. So it issomething I think that for the future, especially if we continue doing this virtualselling, that sales people are gonna have to get used to awesome. Couplequick follow ups here, but for listeners, we're talking about Mario Martinez, junior, CEO van Dresso. He has we his episode in conversation with UShas already released in the series, so you can just go to bombombcom slashpodcast and find that in both Mario and Vivica are featured in human centered communicationand in the chapter that we that we wrote around Mario's teachings and insights,we do talk a lot about internal cultures. Some really good stuff there that youall are doing to help people get comfortable, to manage expectations and alignpeople around the expectations. And in last note here for listeners, Van Gressowas initiated and completely built as a completely remote workforce. Yeah, and soit was critical from the get go to get that foundation right. So followup here to this idea of more people are going to need to get comfortabledoing this in the future. You've taught all kinds of different people in allkinds of different industries how to get comfortable using video, in social media,in messages, in emails, etc.

Kind of two part question, becauseis everyone is going to say this isn't for me, I hate this time. Right, and they all do it right. When do we make thiscall, where we where we truly accept does she's not cut out for this, or I'm not cut out for this or he's not cut out for thistime. Thinking maybe as a sales manager, which kind of leads to the otherpart of the question, which is how can a team prepare to makethis transition into making video communication in general, and video messages in particular, partof the way that they're successfully building relationships and accelerating pipeline? Yeah,you know, and we have. We've had we you know, we've workedwith a lot of different verticals, different size sales teams, and you getyour folks who are like, I'm in, you know, and they're so excitedabout it, and then you have the folks that are, you know, like yeah, you'll see my video for our final test and that's theonly time you're going to see our video. So you definitely get that push andpull a little bit. For us, what has been absolutely key is thatthe the leadership, the sales leadership, whether it's the sales manager, theyou know, in some cases, the CMO, the CSO that thesales leadership also puts themselves out there and gets involved the the sales leaders whoare learning along with their employ or with their employees. Those teams are byfar the most successful because they're just like, they're putting themselves out there and they'relike, I got you know, I got Ze's, I've got Istumble, I make mistakes, no one's perfect, and then the rest ofthe team goes okay, if he can do that or if she does that, then I can do it too. So that, for us, hasbeen key, is getting the sales leadership involved with the training along with withall the other employees, along with all the other learners. There are somepeople who, bless them, they just so challenged and they they tried reallyhard and they did all the you know, they did all the homework and theythey did all the videos they are supposed to and it's just super awkward. But in some cases what they came up with was cool. Someone onmy team can do the video and I can just send the introduction. Sothere can be another account manager say that does the video, or the salesleader does the video and says, Hey, you know, this is sales leader, blah, blah, blah, I'm shooting this video for John,who you know really well. He wanted to let you know. Blah,Blah Blah, and so in that's not the best thing to do, butit's certainly a solution if you've got someone who just can't do it. Coolfor the sake of asking the obvious instead by I'm excited to go to whereyou're going to take us next. But one last question here, at therisk of asking the obvious. What are you sharing with people at the beginningof say something like you're selling on video. Course, yeah, why we needto be using video. How is this different? How is this betterthan what we are doing today? I like, that's very obvious to me. It's very obvious to see if it's very obvious to you, but Iguarantee some one listening is wondering, like, 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 Omni channel approach number one. So if you've tried email, if you've tried cold calling, if youcan't do site visits right now, you know, because maybe your state hasn'topened up, if you don't have their phone numbers, so you can't textthem, or you know their cell phone numbers, you can't text them.So you're kind of stuck on ways of engaging. Video adds another channel andwhen you go from three to four channels, you know, say a cold calland a video, email and voice mail, you know, voice message, and then, say, a video using either linked in or an email, you know, bombomb, email video. It increases the likelihood of someone respondingto you like by four hundred percent. So it's just, in one way, another channel, but it's a channel that's so different from what mostpeople are doing out they're like linked in...

...inherently. I we prefer using toolslike bombomb or the other one where we can send a link and it's gota little thumbnail and the the video will pop up. But you can.You can, using your linkedin mobile device, send a video. Now how differentis that from all the other spammy messages you're getting? There's also voicemailto but I recommend sending the video and it does. It stands out andit's that kalt factor that no like and trust factor. You know, Ican read stuff all day long. I can see pretty you know, facetuned pictures all day long, but went right. But what you see onvideo, unless it's zoom and it's got touch up your appearance. But whatyou see on video is pretty much what you get, and so you getthe 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 andnonverbal charisma, and so one mistake that people make is being a little bitto sedate. You notice I'm now. I'm not saying everyone has to beSuper Vivi. We talked about that a little bit. But there is thisbalance between who you normally are, laid back Chilas talking kind of monotone,and being wild and crazy. There's a balance between those and that's what comesacross best on video, and that's when I that's what I'm saying. Thisthis kind of like created charisma. It teaches people to get to that nextlevel so that when someone does see the video, they are getting a senseof who the person is. Even though you know person who's doing the videomight feel it's like a little overthetop, it does give people actually a bettersense of who is on the other side of the screen and who they're goingto be engaging with. That it's just like anything else. It's a balancebetween people. Are Things to be a and B and it's usually not.There's a whole bunch of gray in between and you need to find, youknow, the right balance between the two. Is there a correlation between anonymity,digital anonymity, and crappy messages? We were we were thinking, wewere thinking, yes, we were thinking about this before. Funny Ethern I'mmet ahead of time and we go through questions and and it really came out. Let me, let me give you a little bit of backstory and thenyou can answer the question. I love that you're just talking about the leadersgetting 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 get several thousand leads for thousand. Yeah, he's coming in, andEthan I took a chunk of those leads and started responding every day withvideo for a month of it. And so we learned so much. Butone of the things that I learned, and not saying we have Craig crappymessages, but some times when I was prompted for email number seven in thefourteen day free trial and I would reread it and then I'm like, Oh, I got to actually say I don't know if I believe this message,like it's not good enough, because now it's a girt dated with me asa person, it's who I am. I'm delivering it and if I would, if I didn't have to deliver, I would have just hit the sendbutton right. Yeah, but you probably wouldn't even read it. You justhit the send butt. The says it's already been created it. Yeah,so talk to us about, you know, about like being front and center andvideo and how that could bring out the best than your messaging, becauseyou pause, you're more intentional, you're more thoughtful. You know, Ilove that you said that, because in our process we've got, you know, kind of templated scripts that are the baseline for what we then create forthe client. And even in that process we're like, wow, that's reallyStilton, like, I never say that, right. And so even within ourown scripts, and this is what...

...we do, right, this isthis is what we do, is we then Gresso does. Even in ourown scripts, we're like, okay, that that was really stilted. Andthen we start working with the client and the clients like, okay, that'sreally stilted. We would say this instead. So then we have to morph thescript some more, and then you get the individual learners who are thentaking these scripts and making them their own and they're like, I would neversay that. And so yeah, I mean there is I think when weuse sales scripts on the phone, when we certainly when use we use salescripts 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 as absolutelyinauthentic. So I han't really thought about that before, but I do lovethat. Yeah, when you apply script plus me equals, that's not anauthentic voice. Then then there is some you know, there does need tobe some communication with marketing, with with you know, sales enablement to howcan we align who I really am, what I would really say to what'sgoing out to my audience? And then, never mind, you know, we'vegot the buyers journey, we've got all the different levels of buyers journey, we've got all the different buyer personas. Am I going to have to shiftthat script depending on where my buyer is and the buyers journey and whoI'm speaking to in my buyers journey? Yeah, really interesting. I meanthere are two layers there. It's it. One is is this this script andcommunication plan that's been prescribed to me does it feel like me? AmI? And then how does my relation to Steve's question? How does myrelationship change when I'm putting my own face and voice behind that message? Howdoes that change it? But then this layer that you that you just added, which is everyone that you're sending it to, is a little bit different. Even if they fit these three criteria, they're completely unique individuals. Talk abouthow you teach in any of the courses that you've taught over the yearsor that you're actively teaching now. How do you balance because there is thisyou know, we talked with Mari of course, a lot about art andscience. I'm sure you have to you know the science of we need thisrepeatable process, we need script that we know work at this particular level andwe need everyone to follow approximately the same things, that we know that ourtheories are holding in that what we're doing is true and we can iterate onthat and make it better and better and better. At the same time,we want to give people some sense of creative freedom and ownership over the message, ownership over the relationship. And then when we're asking them to do video, we're asking them to take that in next layer deeper. How do youkind of change that balance of the science of repeat process, uniform script,uniform messaging, versus you need to own it and put some real human spiritbehind it and it needs to be uniquely your own. Yeah, yeah,absolutely. So, you know, there are certainly cases where you're going tobe saying the same script over and over again, in which case you're goingto craft the script to speak to a buyer persona as opposed to an individual. So I know that. You know, if I'm talking to CSOS who arewomen at enterprise sized companies, I might use this script. I mightmore fit a little bit differently for, you know, the CMO mail atSMB. So the scripts themselves shift a little bit depending on the buyer persona. And then, of course there are use cases of where you would neveruse a script per se. I'm if I'm, you know, outlining,say, a proposal that I'm sending and so I'm just walking people through theproposal in a video that's not obviously going to be scripted. But there arestill some things, standards, I guess, that I want to make sure Icover. Like I don't want to go too long, I want tomake sure that I'm getting to the points quickly. I want to make surethat I am still using the voice modulation in the hand gestures. I wantto make sure that I'm speaking the person's... as well as writing the person'sname in the message, you know. So there are some standards that Iwant to make sure I'm I'm checking off those boxes, but it really dependson the use case, who the person is on the other side and howI guess how important the message is. If I'm just responding to, youknow, forty, fifty, sixty linkedin invitations a day, I maybe havetwo or three videos that I shuffle between. If I'm sending a proposal to someoneI've just spent, you know, two and a half hours with onzoom, it's going to be a lot different type of video, although thereare still things for all of them that I want to make I'm going tomake sure I have the right like I said, the right lighting, theright length, the right modulation, the right hand gestures. Some of thosethings are going to be standard across all types of videos and use cases.Awesome. We would be completely remiss, of course, if we did notask the linkedin expert at least one linkedin questions come up a little bit,but so this is a really interesting one. So in the episode that we releaselast week with Jacko Vander Koi, founder of winning by design, heintroduced something that Steve, was at new to you. Yes, yeah,I was totally new to me too. I never thought about this and Iwould love your take on it. So we were talking a little bit aboutthe way people are doing business, why we need to be more human centeredin our approach, the long term reputational damage, and what came up wasthe idea that a lot of bedrs and SDRs are being asked they're just basicallybeing prescribed a playbook. You have to do these steps in this order withthese type words, etc. They don't have much control over it. Someof it is maybe more aggressive or not as thoughtful, not as well targeted. Some of these things that we all know it are annoying and frustrating toreceive. But they're being asked to do it from their own personal linked inprofiles. So I never thought about the consequences of I'm using my own personalasset, which is a long term as set for me, and I knowyou know the value of it and can preach the value of it as wellas anybody. I'm being asked essentially to potentially denigrate the value of this longterm asset that I hold personally for organizational benefit, now to my benefit inthis role. Talk about that tension. Have you observed this before? Haveyou done discussed this before? Like, what do you think about that?Like we're sales managers asking people to do things that they would never do withtheir own linkedin profile, and this kind of ties even to this question ofI feel different about sending the message if my face and voice or on it. Yeah, yeah, yeah, yeah, exactly. Yeah, no, thisthis comes up all the time, in fact, so much so thatit's one of the first things that we address when we do are on boarding, our kickoffs with our clients. Because, yes, you know, the factis you own your linkedin profile and no boss can tell you what todo with it. So quite I mean, I guess they could fire you ifyou didn't, but according to Linkedin, you know, no one can makeyou do anything with your linked in profile that you don't want to.Our response to that is absolutely don't ever do anything you're uncomfortable with. Don'tcustomize your about section or add media that totally makes you uncomfortable, don't adjustyour settings to be more visible if you're afraid of stalking or whatever. Inever want our clients to do anything that they're, like, deeply uncomfortable with. And that being said, having worked with now hundreds of thousands of people, run hundreds of thousands of people through our programs, we absolutely know whatworks on Linkedin, especially as far as profiles, engagement, messaging, etc. And so we are sharing best practices. You know, we highly recommend youelevate your brand because your co branding with your company. When you leavethe company, by all means take the companies branding off there if you wantto, but right now you are co branding with the company as far asyour profile, as far as the kind...

...of invitations that you might set,set and or language or content that you might send out and engage with.Always make it your own voice. You know. That's what that's what wewere just talking about. If you're if you're leaving voice smell messages or videomessages or even written messages and you would never say hey, you know,then say hi or if you but if you never say dear Ethan, thensay Hey Ethan. You know. You've got to at least a line itto who you are, because that in authenticity will absolutely show through if you'reforcing 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 andwhere can I just say no and where can I just like go, okay, well, they probably know what they're talking about, so I'll give ita try and see how it does. And where can I, you know, go that's awesome. I'm going to jump one hundred percent in. Andit's never all of the above right. It's always little bits of this,that and the other. As far as as far as engagement on Linkedin,but short answer is, you know that your employee owns their own linked inprofile. I'm glad we don't do, you know, face selling with facebook, selling with twitter, selling with Ticktock, selling with clubhouse, because to methose other platforms are, you know, even with with my own engagement,are much more personal and I would feel super uncomfortable doing what I doon linked in on facebook, but linked in it is kind of business focused. Yeah, so, like everything else, there's a gray area in between.Is Always Gray areas. It's not yes or no now? Well,we're really grateful and thankful that you contributed to human center and communication and yougot to join us again here on on the podcast and you know, aswe're working to get the book out, we know you had limited time worththe book, but you have had a little bit of time with this.Is there a particular chapter or particular topic that you were most excited about toget out there in the world, beside besides yours, of course, besidesour own, right exactly? Well, yeah, beyond Mario's and mine.Of course you should read those. No, I think I'm because I think thatthere are so many greate chapters. But what I want to highlight,I think, because of what we were talking about and being uncomfortable with Cameron, is it possible that some people are not made for camera? I woulddefinitely recommend chapter six, Julie Hanson's, because you know she talks all aboutpreparing for the camera, authenticity, acting, prepared preparedness, confidence, alignment,listening and being presents audience of one messaging. So definitely Julie's chapter andthen also Lauren Bailey's chapter two, because I think it's going to allow peopleto to get more comfortable with the whole concept. So I would I wouldpoint out Julie and Lauren's chapters, as well as, of course, mineand Mario's, but I mean it's hard to pick a favorite right because there's, there's just there really are there chapters here that are going to address thoseareas where you just need to improve and address the areas that you're like God, no, awesome. So for folks who are listening, you can hearconversations even an advance of getting the book, which is available for pre order atBombombcom book, or you can email book at Bombombcom with any questions,especially about ordering copies for your team or your entire organization or for people inyour network, if you want to dive deep right now with some of thesefolks in their unique expertise. These are conversations that are complementary to what you'llfind in the book. They're not redundant at all and you can go rightnow to Bombbcom podcast and hear the conversation with Mario Martinez Junior, founder andCEO of Van Dress. So you can hear the conversation with Lauren Bailey,founder and president of both factor eight and Girls Club. You can hear ourconversation with Julie Hanson, who created the...

...selling on video master class, amonga variety. She's written like three books now. Yeah, all around,and she was a professional actress, which is really cool. Yes, intersectionof sales, acting and video and you know, to use a word thatyou used in that linkedin response at the end, there the authenticity that's requiredto do each of those things very well and, of course, coming upin the series. To conclude, we have Adam Kanto, CEO of Remax, a brand that everyone is familiar with. So that's Bombmbcom podcast or bombombcom book. Steve, we can't let Vivica go without learning more about her,so give her a couple opportunities to share to to opportunities. The first one, thanker, mentioned someone who's had a positive impact in your life or career. You know, and people are probably those who follow me and have heardme before probably sick of this, but I already mentioned the kalt factor,the no liken trust. My friend Bob Berg actually kind of launched my career. I used to share his book. Well, certainly endless referrals, butalso go givers, long before I started online and so when I first startedon social I, you know, I put it out there. Does anyoneknow? You know if at Bob Berg is on social anywhere? And heresponded right away on twitter and invited me to his conference and we've actually becomevery good friends. But I quote him all the time. All things beingequal, people do business people they know, like and trust, and I thinknowadays that is more important than ever. And I think video, as Imentioned, adds that K and L and t to the no like andtrust factor. So Bob Berg is a huge and continues to be a hugeinfluence for me. Yes, we agree with no like and trust and beenusing that for years as well. Let's take a step higher. Let's gowith brand or company that has delivered you an amazing customer experience. Yeah,you know, just resays so funny like yesterday. So there's a woman's brandof workout clothing, because that's that's one thing I've started doing during the pandemic, called Women's best. They're they're based in Europe and they had a bigsale for father's Day, ironically, and I bought a bunch of stuff and, you know, production they ran out. So not only did they refund methe money. Obviously, of the the items they couldn't they couldn't deliver. They then gave me a credit for the amount that I had spent,even though they'd refunded me the full amount. Plus they gave me an extra fiftypercent. And I'm like, okay, all you had to do is refundme and a timely manner. But they went above like so, sofar above and beyond. And this is a European company. So why dothey care really, and the fact that, you know, the fact that theydid that they had a great kind of apology letter. That just thewhole experience made me go from I'm never ordering from them again, right,they can't get the stuff that they put on there and that I but I'mnot going to buy from them again, to I not only when, youknow, I took my credit, Oh yes, I did. I that, you know, not only spent all that money, but I spent evenmore money which they may or may not be able to deliver the product andand you know the product. I finally got the first shipment and the productsawesome and I love it. And so it's you know that that just froma to Z, the whole experience was positive. So good is this?This ability not only to manage expectations up front, obviously to exceed them wheneverpossible, but then to recover in moments of failure or even just disappointment?Maybe the company didn't fail at all in this case. It sounds like theydid. Now they did a little bit, but this ability to recover makes sucha big impact. Great Story. Thank you for sharing that and thankyou for spending this time with us. VIVICA, you're awesome. For peoplewho enjoyed this and want to follow up,...

...where would you send them to learnmore about you, the videos that you create, the courses that youteach, the books that you've written in what you and your team are doingat Van Gresso? Yeah, obviously go to Van Gresso. That's one SV ng area, SOCOM and if you go to the NEGRESSOCOM fort. Lastresources. We have so many great free resources for you to check out aboutall aspects of social selling, not just videos. So definitely check those out. If you want to connect with me, like just literally Google linkedin expert andmy linkedin profile should be the first. Well, we'll see, depends whereyou're calling in from, my guess, but it should be one of thefirst profiles that shows up on Google. So please reach out and please letme know that you heard me on this podcast and I'd be happy toconnect. Awesome. Thank you so much. Thanks for we coup. Thank you. 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 and getus 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 to thecustomer experience. PODCAST. Remember the single most important thing you can do todayis to create and deliver a better experience for your customers. Continue Learning thelatest strategies and tactics by subscribing right now in your favorite podcast player, orvisit Bombombcom podcasts.

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