Transcript
WEBVTT
1
00:00:00.080 --> 00:00:04.839
Branding is the art of diffrenciation.
If you fail to diffrenciate, you aren't
2
00:00:04.879 --> 00:00:10.630
branding, you're making a relationship with
the right referral partner could be a game
3
00:00:10.669 --> 00:00:15.789
changer for any BEDB company. So
what if you could reverse engineer these relationships
4
00:00:15.869 --> 00:00:21.190
at a moment's notice? Start a
podcast, invite potential referral partners to be
5
00:00:21.390 --> 00:00:26.699
guests on your show and grow your
referral network faster than ever. Learn more.
6
00:00:26.940 --> 00:00:36.490
At Sweet Fish Mediacom you're listening to
be tob growth, a daily podcast
7
00:00:36.649 --> 00:00:40.689
for B TOB leaders. We've interviewed
names you've probably heard before, like Gary
8
00:00:40.689 --> 00:00:44.609
Vander truck and Simon Senek, but
you've probably never heard from the majority of
9
00:00:44.729 --> 00:00:49.369
our guests. That's because the bulk
of our interviews aren't with professional speakers and
10
00:00:49.450 --> 00:00:53.759
authors. Most of our guests are
in the trenches leading sales and marketing teams.
11
00:00:54.000 --> 00:00:58.840
They're implementing strategy, they're experimenting with
tactics, they're building the fastest growing
12
00:00:58.920 --> 00:01:02.600
BDB companies in the world. My
name is James Carberry. I'm the founder
13
00:01:02.640 --> 00:01:06.349
of sweet fish media, a podcast
agency for BB brands, and I'm also
14
00:01:06.430 --> 00:01:10.189
one of the cohosts of this show. When we're not interviewing sales and marketing
15
00:01:10.230 --> 00:01:14.109
leaders, you'll hear stories from behind
the scenes of our own business. Will
16
00:01:14.109 --> 00:01:17.430
share the ups and downs of our
journey as we attempt to take over the
17
00:01:17.469 --> 00:01:26.939
world. Just getting well, maybe
let's get into the show. Barriers to
18
00:01:27.019 --> 00:01:32.459
entry are down, competition is up
and there's nothing more important than we can
19
00:01:32.500 --> 00:01:38.329
do than create and deliver better experiences
for our customers. That is differentiation,
20
00:01:38.450 --> 00:01:44.569
as is branding. There's an intimate
relationship between brand experience and customer experience,
21
00:01:44.849 --> 00:01:48.879
and you're about to go deep into
that in this episode of the Bab Growth
22
00:01:48.959 --> 00:01:52.239
Show. My name is Ethan Butt. I host the CX series here on
23
00:01:52.319 --> 00:01:56.519
the show, and you're about to
spend a half hour with branding expert David
24
00:01:56.599 --> 00:02:01.069
Bryer. Thank you so much for
clicking play on this episode of the Customer
25
00:02:01.150 --> 00:02:06.030
Experience Podcast. My name is Ethan
Butt and I'm so excited to have David
26
00:02:06.109 --> 00:02:08.789
Bryer with me today. David,
welcome to the show. Absolutely man,
27
00:02:08.830 --> 00:02:13.389
thank you so much for having me. David is the chief gravity to fire
28
00:02:13.469 --> 00:02:17.379
at DVD International. He runs a
branding consultancy and agency. He's the author
29
00:02:17.419 --> 00:02:23.379
of brand intervention thirty three steps to
transform the brand you have into the brand
30
00:02:23.460 --> 00:02:27.939
you need, and this line one
really resonated with me. Helping brands defy
31
00:02:28.219 --> 00:02:32.569
gravity and achieve brand elevation. So
I normally start with a definition question,
32
00:02:32.650 --> 00:02:37.729
but I want to start with this
instead. In this model of helping brands
33
00:02:37.810 --> 00:02:40.770
defy gravity, what is gravity in
this case? What is the constant force
34
00:02:40.889 --> 00:02:45.400
that is that a company or a
brand or a team has to fight against
35
00:02:46.120 --> 00:02:47.960
all? I'd say there's two sides
to that. What is the factor of
36
00:02:49.080 --> 00:02:53.319
the ever increasing amount of noise out
there and how do you not add to
37
00:02:53.439 --> 00:02:59.189
it but actually still be a singular
voice that's meaningful amongst all that noise?
38
00:02:59.830 --> 00:03:04.229
And the other flip side of that
is that that you, as a brand,
39
00:03:04.349 --> 00:03:09.229
as an organization, that what happens
is is that you do not fall
40
00:03:09.430 --> 00:03:19.099
into the sort of brand hell of
using cliches and that will suck the life
41
00:03:19.259 --> 00:03:23.620
out of a brand faster than a
room full of politicians. Is Great.
42
00:03:23.900 --> 00:03:28.370
I knew I get a good answer
on that, in a helpful one to
43
00:03:28.889 --> 00:03:32.530
those are both great insights to find
for me, customer experience. When I
44
00:03:32.569 --> 00:03:36.530
say customer experience, you what does
that mean? What are some of these
45
00:03:36.530 --> 00:03:40.520
characteristics. What comes to mind on
that term? Well, customer experience.
46
00:03:40.560 --> 00:03:44.000
Well, let's let's look at this. Well, let me let me step
47
00:03:44.039 --> 00:03:47.719
back and crush one myth right out
of the gate. What I'm about to
48
00:03:47.759 --> 00:03:52.080
talk about equally applies to be,
to be as well as be to see.
49
00:03:53.199 --> 00:03:57.030
There is this myth that, oh, well, do you brand businesses
50
00:03:57.069 --> 00:04:00.469
or do you brand the business centric
businesses or customer centric businesses? And I'm
51
00:04:00.469 --> 00:04:04.590
like, excuse me, there's actually
a person at the end of each of
52
00:04:04.669 --> 00:04:09.310
those decision points. One is making
a decision for an organization, one's making
53
00:04:09.349 --> 00:04:12.379
a decision for either their family or
their cells or whatever like that. See,
54
00:04:12.419 --> 00:04:16.300
have slightly different criteria, but you're
still dealing with having to be meaningful
55
00:04:16.339 --> 00:04:20.939
and impact a person. So,
in terms of customer experience, one of
56
00:04:20.980 --> 00:04:27.730
the big, big potholes and customer
experience is doing what is predictable. I
57
00:04:28.250 --> 00:04:33.170
I actually say that meeting expectations is
a death sentence, and what I mean
58
00:04:33.290 --> 00:04:40.680
by that is any organization that merely
does what is expected of them, their
59
00:04:40.720 --> 00:04:46.639
days are numbered. Right, they're
not giving you or me anymore then what
60
00:04:46.959 --> 00:04:51.000
we expect it. They're not.
You know whether it's and and that could
61
00:04:51.000 --> 00:04:57.029
be anything. It could be the
speed with which you respond if you're offering
62
00:04:57.069 --> 00:05:00.389
tech support. It could be people
answering the phhone instead of machines. It
63
00:05:01.029 --> 00:05:04.069
could be like, for example.
I mean I remember when you know what
64
00:05:04.189 --> 00:05:08.100
it I mean. We look at
apple and apple introduced the genius bar.
65
00:05:08.620 --> 00:05:13.180
It brought the biggest sore point for
technology was tech support. That was the
66
00:05:13.300 --> 00:05:15.259
most dreaded thing that anybody I ever
had to do. They get on with
67
00:05:15.379 --> 00:05:19.620
some Bozo, or they wait for
really long time or they would even try
68
00:05:19.660 --> 00:05:23.730
and be up sold to Jo.
That's going to cost you mean any one
69
00:05:23.769 --> 00:05:27.610
of those? It was always a
sore eye. And so apple, in
70
00:05:27.730 --> 00:05:31.410
a brilliant move, moves the genius
bar into the stores themselves. You,
71
00:05:31.850 --> 00:05:36.879
as a consumer, have experienced.
You have a an above above way exceeding
72
00:05:36.920 --> 00:05:41.199
expectations. You're also dealing with a
person right there who can look at it
73
00:05:41.319 --> 00:05:45.920
with you, and the culture of
apple being not like, for example,
74
00:05:45.959 --> 00:05:49.550
it wouldn't have worked in the culture
of best buy, because best buy isn't
75
00:05:49.589 --> 00:05:55.430
known for being a people centric culture. Right they're moving crap, they've got
76
00:05:55.470 --> 00:06:00.189
inventory, they've got four thousand different
versions of laptops, they've got four thousand
77
00:06:00.230 --> 00:06:02.069
different speakers. They got four that
you know, it's like a gazillion.
78
00:06:02.069 --> 00:06:06.180
It's just invatory. They're shoveling crap. So when I look at customer experience,
79
00:06:06.220 --> 00:06:11.980
I look at what's it's a very
simple exercise. What's the benchmark for
80
00:06:12.060 --> 00:06:15.180
what is expected? What's the norm
becomes real SIP? What is the norm?
81
00:06:15.660 --> 00:06:20.129
If the norm is X Y Z, well, how how can you
82
00:06:20.170 --> 00:06:25.930
do a better X Y Z?
Or How could you do Qrst U v
83
00:06:26.209 --> 00:06:30.050
W X Y Z? Because you
know what, five percent, ten percent,
84
00:06:30.250 --> 00:06:35.199
fifteen percent more can make an enormous
difference for the customer and be a
85
00:06:35.279 --> 00:06:39.600
very slight investment on the part of
an organization. As far as it's brandon
86
00:06:39.920 --> 00:06:43.040
the yet, yet that could be
the pivoting point that makes the difference in
87
00:06:43.040 --> 00:06:46.879
terms of customer experence view, and
me that's awesome. I also that the
88
00:06:46.959 --> 00:06:49.389
way you describe the genius bar makes
me see it differently. The thing that
89
00:06:49.430 --> 00:06:54.350
I always appreciated about is got that
kind of exit through the gift shop thing
90
00:06:54.430 --> 00:06:57.670
going on. We have to go
all the way past all the gorgeous product
91
00:06:57.709 --> 00:07:00.310
displays to get there and I get
on the way back out. So you're
92
00:07:00.310 --> 00:07:04.779
always like you know it is.
It is genius, truly to create such
93
00:07:04.819 --> 00:07:10.819
a gorgeous space to tackle the biggest
problem in a in a truly human and
94
00:07:10.980 --> 00:07:15.339
helpful way, and then, you
know, have that interaction with the product
95
00:07:15.420 --> 00:07:18.490
display as well. When I hear
what you just offered, which is great,
96
00:07:18.930 --> 00:07:21.529
what is the benchmark? How do
I exceed it? Is there any
97
00:07:21.569 --> 00:07:27.610
risk in you have to continue to
raise expectations for people who are doing business
98
00:07:27.689 --> 00:07:29.970
with you over time. And what
does that look like? Is it?
99
00:07:30.160 --> 00:07:32.600
Is that really it like? You
just need to be better today than you
100
00:07:32.639 --> 00:07:35.399
were yesterday and you have to keep
doing that, because every day is a
101
00:07:35.439 --> 00:07:39.959
new day and you got to,
like I operate out of a basis of
102
00:07:40.079 --> 00:07:43.600
fear, understand, and so I
think like, okay, do I have
103
00:07:43.720 --> 00:07:46.269
to keep raising the stakes? And
I ate, yeah, okay, yeah,
104
00:07:46.670 --> 00:07:50.230
talk about that. You know,
I can guarantee you look at any
105
00:07:50.790 --> 00:07:57.709
you grab any autobiography of any major
achiever in the world, whether you're talking
106
00:07:57.870 --> 00:08:01.579
Michael Jordan, you talk Muhammad Ali, or you're talking about any artist or
107
00:08:01.699 --> 00:08:09.980
any business leader or entrepreneur. Today's
innovation. What ultimately happens? It becomes
108
00:08:11.100 --> 00:08:15.370
tomorrow's norm. You know, you
look at. I mean we now,
109
00:08:15.410 --> 00:08:18.610
we will now, you and I
will find things on the drive through menus
110
00:08:18.850 --> 00:08:24.129
on McDonald's and Burger King and Wendy's
today that ten years ago, like no
111
00:08:24.329 --> 00:08:28.480
freaking way, are you kidding?
You know, unusual, more exotic,
112
00:08:28.560 --> 00:08:33.360
different things a little you know whether
they you know, what's stuff in their
113
00:08:33.399 --> 00:08:37.080
salads that's different, or seasonings or
different taste profiles that ten years ago they
114
00:08:37.120 --> 00:08:41.350
were they would laughter out of their
corporate headquarters. Now, today, their
115
00:08:41.389 --> 00:08:50.070
mainstream. So if one has to
really accept the fact that evolution, constant
116
00:08:50.110 --> 00:08:54.789
evolution, is the normal way to
do business, it's not the exception.
117
00:08:54.870 --> 00:08:58.980
It has to become the rule if
you're going to continue to lead a color
118
00:08:58.139 --> 00:09:07.500
uture of innovation needs to be your
norm. And and complacency is the work
119
00:09:07.899 --> 00:09:13.690
of the dark Lord from Harry Potter
or wherever you want to pick, whatever
120
00:09:13.769 --> 00:09:18.970
dark line right. Yeah, NASTIES
character you've ever encountered on a screen exactly.
121
00:09:18.049 --> 00:09:22.009
It's like it's like the Zombie Apocalypse. If you're look at you go
122
00:09:22.169 --> 00:09:24.799
wait a second, because complacency is
like hey, we've made it, and
123
00:09:24.879 --> 00:09:28.159
I cover this in the book,
which you know, I talked about the
124
00:09:28.200 --> 00:09:35.480
fact that you know the what the
difference between losers and real winners, or
125
00:09:35.519 --> 00:09:37.990
or let's say short term winners versus
long term winners. Let's put it in
126
00:09:39.110 --> 00:09:43.789
that context. The long term winners
realize that every time they reach a milestone,
127
00:09:43.990 --> 00:09:48.309
that that's a new start. Basically
there is no finish line and whereas
128
00:09:48.350 --> 00:09:50.870
the short term winners, they'll be
like, oh good, we made it
129
00:09:50.950 --> 00:09:52.100
this mouse, so we can now
coast, we can chill for a while,
130
00:09:52.139 --> 00:09:56.740
we can kick our feet up,
and that's not true. It's just
131
00:09:56.940 --> 00:09:58.700
not true. You need to always
raise the bar. You Ne need to
132
00:09:58.779 --> 00:10:03.539
always go okay. I mean and
great example. I mean I just use
133
00:10:03.580 --> 00:10:05.500
this because I know a lot about
a not that, not because I'm like
134
00:10:05.500 --> 00:10:09.809
a Steve Jobs Junkie, but I
do it I admire what he did so
135
00:10:09.889 --> 00:10:15.809
much. I remember reading from his
boot autobiography that when they were done with
136
00:10:15.889 --> 00:10:18.610
the first IPAD, before was ever
released, he was already saying good,
137
00:10:18.929 --> 00:10:22.240
what's what's number two version going to
look like? What's number three version?
138
00:10:22.440 --> 00:10:28.960
Even before he was already already ready
to outcreate, sort of literally make his
139
00:10:30.080 --> 00:10:35.240
own product line obsolete. He was
already planning on its own obsolescence based on
140
00:10:35.320 --> 00:10:37.269
his own innovation, not waiting for
somebody else to come along. So that's
141
00:10:37.309 --> 00:10:41.990
the that's the viewpoint of the true
winner in today's in today's business model.
142
00:10:41.509 --> 00:10:46.309
So good. I love the idea
of and this applies especially for people that
143
00:10:46.350 --> 00:10:50.019
are listening in in a software business, you know it's you know, but
144
00:10:50.139 --> 00:10:52.460
this ipad thing, it's hardware,
which you know you have to have a
145
00:10:52.580 --> 00:10:56.340
formal release date. But you know, with with software, even though you
146
00:10:56.379 --> 00:10:58.179
can kind of correct it on the
fly, you still have major releases.
147
00:10:58.299 --> 00:11:03.059
But knowing, okay, in order
to make this deadline, we cut some
148
00:11:03.259 --> 00:11:05.490
corners or we made some compromises or
we said we'll do this later, but
149
00:11:05.690 --> 00:11:09.570
having that plan baked into the whole
thing from the get go to create this
150
00:11:09.690 --> 00:11:15.210
just constant movement for I love it. Talk now about brand or branding.
151
00:11:15.889 --> 00:11:20.200
How do you define it and what
is its relationship to customer experience? Okay,
152
00:11:22.360 --> 00:11:26.039
so little little back story, just
to give a context here. About
153
00:11:26.279 --> 00:11:31.919
five years ago I started looking at
I start looking at branding from a stepoint
154
00:11:31.960 --> 00:11:33.269
of how do I how do I
simplify this, because all of a sudden
155
00:11:33.269 --> 00:11:39.750
I was starting to see so many
more people entering into the branding space and
156
00:11:39.909 --> 00:11:43.830
people calling themselves branding experts and all
these kind of stuff from Blah, blah,
157
00:11:43.830 --> 00:11:46.950
blah, I'm will and thence graphic, graphic design background or something.
158
00:11:46.950 --> 00:11:50.419
Yeah, they they have a graphic
design background or or they may or they
159
00:11:50.419 --> 00:11:52.740
may have dabbled in social media channels
and it's like, well, I'm a
160
00:11:52.779 --> 00:11:56.059
brand expert because I can get friends, I can get them eyeballs. What
161
00:11:56.139 --> 00:11:58.980
does make you a branding expert?
That makes you a good person to get
162
00:11:58.980 --> 00:12:03.570
attention to the brands. It's one
part, but that's not the whole story.
163
00:12:03.850 --> 00:12:05.730
So what happened was was I went
to Amazon one day and I typed
164
00:12:05.769 --> 00:12:11.330
in branding on the books and I
pressed search just to see how many books
165
00:12:11.690 --> 00:12:15.529
and at the time and again,
it's about six five. Six years ago,
166
00:12:16.240 --> 00:12:18.840
there's over six thousand three hundred books. Blew my mind. Then there
167
00:12:20.080 --> 00:12:24.039
was then, then then, I
think most recently I've checked within the past
168
00:12:24.039 --> 00:12:26.600
few months, it's up to eight
thousand three hundred or something like that.
169
00:12:26.279 --> 00:12:30.000
Now I think I did the math
and if I did it write, if
170
00:12:30.070 --> 00:12:33.590
you were to read each and every
one of those books, one per day,
171
00:12:33.230 --> 00:12:37.230
would take you twenty two years.
Okay, now the thing that's amazing
172
00:12:37.269 --> 00:12:41.870
about that is this is a specific
tool and the one thing that I know,
173
00:12:41.990 --> 00:12:45.940
I've been doing this long enough that
I know when there's a lot of
174
00:12:46.019 --> 00:12:50.059
different viewpoints about one thing, a
lot of conflicting viewpoints, there's always something
175
00:12:50.820 --> 00:12:56.700
central and fundamental that has not been
well established. There's like a missing fundamental
176
00:12:56.779 --> 00:13:01.210
point if there's that many viewpoints,
that many experts, that many philosophies and
177
00:13:01.250 --> 00:13:03.769
approaches and systems and things. And
listened at the other so I looked at
178
00:13:03.769 --> 00:13:05.409
all this, I looked at all
this, I looked at all this and
179
00:13:05.450 --> 00:13:09.769
then I actually realized it actually is
one thing because I'd been using this successfully
180
00:13:09.769 --> 00:13:15.960
for clients. I'd also been using
it in my own my own philanthropic activities
181
00:13:16.200 --> 00:13:20.240
and raising millions of dollars for things
that I care about. And so I'm
182
00:13:20.279 --> 00:13:22.480
like, what am I doing and
what's working here? And it came down
183
00:13:22.559 --> 00:13:26.679
instead of all I of these eight
thousand plus books, it came down to
184
00:13:26.759 --> 00:13:33.190
a four word definition, and that
Ford definition is the art of differentiation.
185
00:13:33.509 --> 00:13:39.309
Branding is the art of differentiation.
If you fail to differentiate, you aren't
186
00:13:39.350 --> 00:13:43.019
branding, you're making you might be
making something prettier, you might be making
187
00:13:43.059 --> 00:13:48.379
something sound cooler. You might be
rewriting its copy, you might be getting
188
00:13:48.419 --> 00:13:54.139
it more distribution points on social channels
and other channels, but if you are
189
00:13:54.340 --> 00:13:56.169
not, if at the bed rock
of each of those activities you are not
190
00:13:58.330 --> 00:14:01.409
differentiating, then you are not branding. And the reason that that's important is
191
00:14:01.490 --> 00:14:05.250
because you and I, if I
were to say I would say, okay,
192
00:14:05.250 --> 00:14:07.529
even here's the deal. I have
two bottles of water here, I
193
00:14:07.570 --> 00:14:11.360
got sick one. Here's a sixteen
ounce brand, a sixteen ounce brandby and
194
00:14:11.679 --> 00:14:15.919
neither of these manufacturers have done anything
to different shape one from the other.
195
00:14:16.519 --> 00:14:18.120
I just say which one, which
one do you want? Which one do
196
00:14:18.159 --> 00:14:20.360
you want to buy? And you're
like, you look at them, you
197
00:14:20.480 --> 00:14:24.309
like you're trying to look at the
label, you look an inside to see
198
00:14:24.389 --> 00:14:26.710
if there's any difference in color or
something. You can't tell any difference.
199
00:14:26.870 --> 00:14:30.789
The first things you're going to command
in mouth is like well, which one's
200
00:14:30.789 --> 00:14:35.029
cheaper? Now it's not because you're
cheap, but it's because you and I,
201
00:14:35.389 --> 00:14:39.580
we demand difference. We demand a
point of difference and if a manufacture,
202
00:14:39.620 --> 00:14:43.019
if a company, whether they're offering
a service or product, fails to
203
00:14:43.259 --> 00:14:48.299
deliver differentiation. The consumer will do
it on your behalf. That's why,
204
00:14:50.100 --> 00:14:54.129
that's why you get these races to
the bottom of undercutting, undercutting, undercutting
205
00:14:54.129 --> 00:14:56.450
on price. The reason that that
can happen is because those categories were that's
206
00:14:56.490 --> 00:15:01.769
happening. They have failed to differentiate
and add value. Differentiate in this in
207
00:15:01.850 --> 00:15:07.129
this context, is synonymous with value, but it is clearly differentiation in the
208
00:15:07.240 --> 00:15:11.039
in your eyes and in my eyes, like I can see that's totally not
209
00:15:11.279 --> 00:15:15.039
like anything I've seen before. You
look at the best product launches. That's
210
00:15:15.080 --> 00:15:18.120
not like any I've seen before.
You look at the best whatever, whether
211
00:15:18.159 --> 00:15:24.950
they're anything sneakers, cars, clothing, building equipment, whatever. You know,
212
00:15:24.190 --> 00:15:26.470
it's just, you know, I
mean even with what you've got going
213
00:15:26.509 --> 00:15:30.710
on with with Bomba Ba, I
someone I ended up, you know,
214
00:15:30.789 --> 00:15:33.429
I was talking with somebody. I
was like Whoa, I saw this thing.
215
00:15:33.470 --> 00:15:35.470
I was like and N I clicked
on it. I'm like, I
216
00:15:35.549 --> 00:15:37.299
want to track track, track down
who was this person that had this little
217
00:15:37.299 --> 00:15:41.740
animated gift in my thing, because
I noticed what I did. I see
218
00:15:41.779 --> 00:15:45.700
this person on this little loop and
it's whatever it is, the three second
219
00:15:45.740 --> 00:15:48.580
or four second animated gift, and
I'm going. You know what, what
220
00:15:48.700 --> 00:15:52.450
did I do? I clicked play. I needed to hear what they were
221
00:15:52.570 --> 00:15:56.129
saying. I was compelled. I
what I didn't fall into. Oh,
222
00:15:56.169 --> 00:16:00.529
I don't have time to look at
that email right now. I was immediately
223
00:16:00.690 --> 00:16:06.279
compelled, instantaneously, and I'm a
consistent observer of what are those things that
224
00:16:06.399 --> 00:16:11.000
trigger me into action rather than Ah, that's just adding to the noise.
225
00:16:11.000 --> 00:16:15.240
I'll get to that later and then
I end up with way too many things
226
00:16:15.279 --> 00:16:19.830
to get to later. Yeah,
gravity used to come to gravity rather your
227
00:16:19.870 --> 00:16:23.269
sender succumbs to gravity. Yeah,
so I lovely offer there this thing,
228
00:16:23.350 --> 00:16:27.830
and that's why I just want to
reiterate this idea that there is no finish
229
00:16:27.909 --> 00:16:33.019
line and you have to constantly be
innovating because if you're innovative and different times
230
00:16:33.100 --> 00:16:37.539
to differentiation. You know, eight
years ago, ten years ago, but
231
00:16:37.580 --> 00:16:41.340
now the norm has come to meet
you because you've been complacent. You need
232
00:16:41.460 --> 00:16:45.700
to reinvent. Hence the brand intervention. One of the one of the great
233
00:16:45.779 --> 00:16:49.649
lessons in there is about seeing and
being seen. Can you talk about that?
234
00:16:49.809 --> 00:16:53.009
Because I think you know what a
lot of people not only will they
235
00:16:53.009 --> 00:16:57.889
confuse branding with advertising, let's say, or even marketing in general, when
236
00:16:57.929 --> 00:17:02.879
we know that brand is even more
broad and fundamental than any of those activities.
237
00:17:03.320 --> 00:17:04.720
You know, I think a lot
of people think that it's about,
238
00:17:04.720 --> 00:17:07.519
you know, how do we look
to the public? But can you talk
239
00:17:07.559 --> 00:17:14.799
about this relationship between helping other people
see versus seeking to be seen yourself?
240
00:17:14.839 --> 00:17:18.829
Totally, totally. I'm always of
the mindset for myself and for my clients
241
00:17:19.670 --> 00:17:26.269
is very, very important distinction.
I'm always like, how do I empower
242
00:17:26.549 --> 00:17:30.579
my clients and how do I get
my clients to empower their clients or customers?
243
00:17:30.259 --> 00:17:37.819
The greatest brands empower you and me
if you and I feel bigger,
244
00:17:37.259 --> 00:17:42.380
bolder, freer, more liberated,
more empowered at the at the end of
245
00:17:42.460 --> 00:17:47.450
an interaction with a brand then we
did at the beginning, rather than okay,
246
00:17:47.450 --> 00:17:49.690
I completed a transaction. That's how
that's not anything. I mean even
247
00:17:49.809 --> 00:17:52.450
something is trivial. What do you
I mean? And I know Amazon has
248
00:17:52.490 --> 00:17:56.289
been like on everyone's chopping block.
What lately they've been kind of like it.
249
00:17:56.369 --> 00:17:59.720
One's the love to kind of kick
them these days. But let's take,
250
00:17:59.759 --> 00:18:03.680
for example, even Amazon. What
does Amazon do now? They have
251
00:18:03.960 --> 00:18:07.400
they give me the user, they
give me more of my time because I
252
00:18:07.440 --> 00:18:10.359
can go in and out of there
with the one click and I could be
253
00:18:10.440 --> 00:18:14.430
out of there in about a minute
and a half. Okay, that made
254
00:18:14.470 --> 00:18:18.589
me more potent. I didn't have
to speak to somebody on the phone.
255
00:18:18.630 --> 00:18:22.150
I didn't have to spend twenty minutes, thirty minutes or whatever. I gave
256
00:18:22.269 --> 00:18:26.779
me back twenty eight minutes. That's
not that's not a big thing that it's
257
00:18:26.819 --> 00:18:32.140
not like a technological revolution where I
have a computer and all of a sudden
258
00:18:32.180 --> 00:18:34.180
I can do things that I couldn't
do before or blah, blah, Blah
259
00:18:34.180 --> 00:18:38.859
Blah. But that's an example.
And so the thing is is when brands
260
00:18:38.980 --> 00:18:42.650
are looking at the equation of things, yes, you need to get eyeballs,
261
00:18:42.809 --> 00:18:48.410
but when you're getting those eyeballs,
don't become so obsessed and fixated onto
262
00:18:48.329 --> 00:18:52.009
the issue of how do we get
more eyeballs? How do we get more
263
00:18:52.049 --> 00:18:55.720
eyeballs? How do we you got
to be in the you got to provide
264
00:18:55.720 --> 00:19:00.000
value before you can seek to get
value back. So how do the real
265
00:19:00.000 --> 00:19:03.880
question becomes how do we help other? How do we help empower other instead
266
00:19:03.880 --> 00:19:07.079
of how do we get empowered?
How do we empower others? How do
267
00:19:07.160 --> 00:19:12.309
we add so much to our customers? How do we give them so much
268
00:19:12.349 --> 00:19:18.670
more? And again it aligns we
talked about earlier. We talked about meeting
269
00:19:18.710 --> 00:19:22.309
expectations is a death sentence. If
I'm going to give you the same as
270
00:19:22.349 --> 00:19:26.220
anyone in my competitors could give you, why you going to come back to
271
00:19:26.259 --> 00:19:29.700
me? Why is that? Why
is this relationship that we have going to
272
00:19:29.740 --> 00:19:30.980
be considered valuable to you? Why
are you going to be loyal to me?
273
00:19:32.339 --> 00:19:34.180
You have no imp you have no
incentive to do that. But if
274
00:19:34.380 --> 00:19:40.930
every time I make sure that I
give you some additional tools. I mean
275
00:19:40.970 --> 00:19:44.130
I will take twenty minutes in a
conversation with a client and I'll say,
276
00:19:44.250 --> 00:19:47.609
by the way, I just said
something. I really want you to understand
277
00:19:47.769 --> 00:19:51.170
the meaning of what I've said and
how you can use this. Here's why
278
00:19:51.289 --> 00:19:53.440
this is important. I never assume
that they know why I'm staying what I'm
279
00:19:53.440 --> 00:19:57.680
saying. So I take I take
those ten, fifteen, twenty minutes and
280
00:19:57.880 --> 00:20:02.440
I say I want to explain this
to you because it's vitally important. If
281
00:20:02.480 --> 00:20:04.799
you do not understand why, you
will not be able to make use of
282
00:20:04.880 --> 00:20:08.029
it. And that's one of the
rules that I basically applied throughout my career,
283
00:20:08.069 --> 00:20:15.190
which is that rules enable you to
follow, but knowledge enables you to
284
00:20:15.309 --> 00:20:18.869
lead. I never want a client
to just have a set of rules that
285
00:20:18.910 --> 00:20:22.619
they can now follow. Okay,
when we advertise here, this is what
286
00:20:22.740 --> 00:20:26.460
the brand pieces we should use,
and we do this, we should just
287
00:20:26.900 --> 00:20:30.539
that's blindly being a robot. I
want them to understand why are you doing
288
00:20:30.660 --> 00:20:33.140
that? You run, you must
understand the role of differentiation. You must
289
00:20:33.180 --> 00:20:37.890
understand why we've chosen the voice that
we've chosen. You must remain attentive.
290
00:20:38.089 --> 00:20:44.410
You must realize when you've achieved one
milestone, that's simply a milestone. That's
291
00:20:44.450 --> 00:20:47.970
yesterday's news. What's tomorrow's news?
It's going to keep us as relevant tomorrow
292
00:20:48.250 --> 00:20:52.119
as we sought to be yesterday.
And so all of these things really start
293
00:20:52.160 --> 00:20:56.279
to come together and they just make
an amazingly powerful recipe. That's great.
294
00:20:56.319 --> 00:21:00.000
So when in the recipe, you
know, we talked, I think it
295
00:21:00.119 --> 00:21:03.839
was before we hit record, about
vision statements and mission statements and things.
296
00:21:03.079 --> 00:21:07.630
What are these executables like? What
are the you know, when you engage
297
00:21:07.750 --> 00:21:10.990
with someone, you know what is
what is one of the leaf behinds in
298
00:21:11.029 --> 00:21:14.990
addition to this knowledge, in this
philosophy, in this mindset that's so valuable
299
00:21:15.390 --> 00:21:19.259
to be operating from as a contributor
in a business enterprise, do you leave
300
00:21:19.380 --> 00:21:25.019
them with some not again that rules, but, you know, some some
301
00:21:25.220 --> 00:21:30.380
documentations, some filters to evaluate opportunities
on and move forward? Like what just
302
00:21:30.500 --> 00:21:37.289
tangibly? What's a what is a
practical leaf behind that as an exercise to
303
00:21:37.369 --> 00:21:40.769
go with the knowledge totally? So
well, there's there's a few, there's
304
00:21:40.769 --> 00:21:45.450
a few different things in and to
be just to give you a little sneak
305
00:21:45.130 --> 00:21:48.960
peek, a little pull back on
the curtain, I'm acting putting together an
306
00:21:49.000 --> 00:21:55.960
actual course that that goes, really
dives quite deeply into this. But to
307
00:21:56.039 --> 00:22:00.079
give you an idea there there's there
are four core phases and fifteen steps that
308
00:22:00.200 --> 00:22:03.589
go into this. They go into
this whole evolution. Some of the things
309
00:22:03.670 --> 00:22:07.589
are really reminding them and sometimes I
have to I have to beat up my
310
00:22:07.789 --> 00:22:12.190
clients verbally to basically say, what
are you doing? Where the hell was
311
00:22:12.349 --> 00:22:18.019
that in the brand voice that we
established? You fell back into your old
312
00:22:18.140 --> 00:22:22.259
habits and those old habits didn't they're
not going to take it to tomorrow.
313
00:22:22.299 --> 00:22:26.339
Okay, they're not. They're not
your gps for where you're going. And
314
00:22:26.019 --> 00:22:30.730
so a perfect case in point one
of my one of my clients out of
315
00:22:30.730 --> 00:22:34.490
Napa Valley. It was just amazing
because they saw a nine hundred percent growth
316
00:22:34.569 --> 00:22:38.690
in twenty four months after the rebrand
that we did for them. Maybe about
317
00:22:38.849 --> 00:22:42.410
six months into it, the owner, Sandra, had called me up.
318
00:22:42.410 --> 00:22:47.240
She goes to David, we have
a we have a new salesperson that we
319
00:22:47.359 --> 00:22:51.160
want to introduce, that we want
to actually take on, but they're not
320
00:22:51.279 --> 00:22:55.160
quite comfortable with the brand, with
the brand title, the title of that
321
00:22:55.319 --> 00:22:57.240
you came up with us, because
I created titles that were part of the
322
00:22:57.279 --> 00:23:00.869
brand culture, like, for example, because they produced this amazing stuff Napa
323
00:23:00.869 --> 00:23:04.509
Valley, so delicious, these amazing
short bread cookies that they were like melt
324
00:23:04.589 --> 00:23:08.150
in your mouth, ridiculous. They
were a freaking drug. Okay, you
325
00:23:08.309 --> 00:23:14.019
needed you definitely needed like someone to
be your supplier. You needed a different
326
00:23:14.019 --> 00:23:17.339
kind of intervention. It was a
different kind of intervention. But what happened
327
00:23:17.460 --> 00:23:22.740
was so she went from on her
card, going from founder to chief indulgence
328
00:23:22.779 --> 00:23:26.339
officer. Okay, that was her
new title. So it had the spirit
329
00:23:26.380 --> 00:23:27.650
of the brand, it had the
fun of the brand. The brand was
330
00:23:27.690 --> 00:23:32.369
a fun brand. WHO's not a
throughs brand? And so that was the
331
00:23:32.369 --> 00:23:33.490
you know, some brands are a
little more serious and some brands are not,
332
00:23:33.890 --> 00:23:37.369
but that's one thing. It's like. You know, people do respond
333
00:23:37.410 --> 00:23:41.289
the fun. You'll notice people actually
do respond to energy. And so it
334
00:23:41.410 --> 00:23:45.119
happens is the name of the salespeople. That I the title that came up
335
00:23:45.119 --> 00:23:48.519
and I said I need your sales
personel going to be called senior taste testalizers.
336
00:23:48.240 --> 00:23:52.519
All right, and this person now, so the new persons coming and
337
00:23:52.559 --> 00:23:55.440
say this person is not quite comfortable, David, with have this senior taste
338
00:23:55.480 --> 00:23:56.990
antiser. Can You? Can you
dilute it a little bit it? I
339
00:23:57.029 --> 00:24:00.950
said, Sandra, I really don't
recommend this. She's like no, please,
340
00:24:00.990 --> 00:24:03.069
can you just humor me? So
I came up with something that was
341
00:24:03.190 --> 00:24:07.190
definitely diluted. There was no question
and I didn't like it and I said
342
00:24:07.230 --> 00:24:10.779
look, if you feel you have
to, here you are, but whatever.
343
00:24:11.180 --> 00:24:15.099
And so the funny thing is here's
just the lesson in point. To
344
00:24:15.180 --> 00:24:19.140
answer your question. This person comes
in, the new title is given to
345
00:24:19.259 --> 00:24:25.130
her, this m diluted one.
This person is there for a day at
346
00:24:25.170 --> 00:24:29.529
the end of a nine hour shift, as in this new sales capacity,
347
00:24:30.089 --> 00:24:33.089
the person, the culture was too
much for her and she quit. And
348
00:24:33.410 --> 00:24:37.849
Son and the end sonds are the
owner. Well, well, what a
349
00:24:37.930 --> 00:24:41.160
tell from the beginning exactly. She
goes. I learned my lesson. She
350
00:24:41.240 --> 00:24:44.799
goes. You told me it was
off brand to do that. I said
351
00:24:44.839 --> 00:24:47.960
yes, I did, and she
got and I said why would you compromise
352
00:24:48.039 --> 00:24:52.150
your brand to satisfy her if she's
already having problems with that? That's already
353
00:24:52.150 --> 00:24:55.309
it should be a red flag.
seat. There's the door. We don't
354
00:24:55.349 --> 00:24:59.029
have to do business together and that
and she goes. I will never ever
355
00:24:59.630 --> 00:25:02.750
go off brand again. And that
would that's just one example, one much
356
00:25:02.829 --> 00:25:06.789
little baby example. So good.
Hey, I could go an hour or
357
00:25:06.910 --> 00:25:11.259
two hours easily because I'm sure you
have so many more great takeaways and stories,
358
00:25:11.339 --> 00:25:14.420
but I'm going to wrap this with
the way I always like to wrap
359
00:25:14.460 --> 00:25:18.220
it because I always get such great
answers. We're all about relationships here on
360
00:25:18.339 --> 00:25:22.250
the show and at bombomb and so
I want to give you a chance to
361
00:25:22.329 --> 00:25:25.890
think or mention someone who's had a
really positive impact on your life or on
362
00:25:25.970 --> 00:25:32.410
your career and to shout out to
a brand or a business that's doing customer
363
00:25:32.410 --> 00:25:37.160
experience. Well, wow, well, okay, so I don't know that
364
00:25:37.240 --> 00:25:41.240
I can limit it to one,
but I'll try a couple drawn to do
365
00:25:41.440 --> 00:25:45.160
please. So, so the first
one and what? So, first of
366
00:25:45.200 --> 00:25:48.920
all, Ted Reuben, if you
know. I don't know if you know
367
00:25:48.000 --> 00:25:51.869
Ted. You Know Ted, Yep, Ted, TED's. Teds like a
368
00:25:51.910 --> 00:25:55.349
brother from another mother. We're we're
very kintured spirits. Ted Is Great on
369
00:25:55.470 --> 00:26:00.230
relationships and and to Ted Ted's.
Ted's awesome in terms of relationships and customer
370
00:26:00.269 --> 00:26:03.819
experience. He's all about that.
Damon John is a freaking rock star,
371
00:26:03.819 --> 00:26:08.859
Damon. Damon had actually responded to
an article that I had written for Fast
372
00:26:08.900 --> 00:26:15.460
Company and he literally tweeted out the
best article ever written on Shark tank ever.
373
00:26:15.779 --> 00:26:18.450
That's what he tweeted out and I
saw that I was like Holy Shit,
374
00:26:18.650 --> 00:26:22.970
right, I was just astonished and
then I responded. He responded immediately
375
00:26:22.970 --> 00:26:25.970
back. I know. I didn't
know damn at the time. So this
376
00:26:26.170 --> 00:26:30.970
is like and and Damon ended up
writing the forward to my book Brandon Dimension,
377
00:26:30.049 --> 00:26:34.960
and so he's such a great example
of someone who is never lost touch
378
00:26:36.079 --> 00:26:41.240
with being buried down to earth and
accessible and he's such a continual shining example
379
00:26:41.400 --> 00:26:47.150
of that and that's fabulous. And
then also, I would say, I'd
380
00:26:47.150 --> 00:26:52.150
say Lacy Abachi, lacy a Bachi, she's gonna she's gonna go. No
381
00:26:52.309 --> 00:26:55.710
Way, you didn't mention me.
I said I did. So she's someone
382
00:26:55.829 --> 00:27:02.339
that I came know Onlin and she's
she's a really she's an awesome linkedin coach.
383
00:27:02.579 --> 00:27:06.500
She's really she's really cool, really
quite badass. And those are those
384
00:27:06.539 --> 00:27:10.660
are three first ones. And of
course I mean my my wife doesn't doesn't
385
00:27:10.660 --> 00:27:12.339
help me in this regard. She
gives me great great customer serves as a
386
00:27:12.380 --> 00:27:17.089
fabulous spouse. We're we're just like, we're just an amazing team. But
387
00:27:17.210 --> 00:27:19.569
that I have to include, because
not no answ would be complete without that
388
00:27:19.609 --> 00:27:23.250
in there as well. Coursen at. And then name a company that that
389
00:27:23.369 --> 00:27:27.930
you really respect the way that they're
doing brand or customer experience. Wow,
390
00:27:29.089 --> 00:27:33.119
let's see here. Go to you
obviously have some crients you love, but
391
00:27:33.279 --> 00:27:40.240
give me something, something else,
totally will you'll tell you know, this
392
00:27:40.400 --> 00:27:44.039
is not this made me one or
your listeners mayor may not be aware,
393
00:27:44.119 --> 00:27:47.069
but I'll tell you a company.
They're more booty company, but I'd really
394
00:27:47.109 --> 00:27:49.750
dig him. Now you know I
mean, obviously everyone knows sonos. Sono
395
00:27:49.750 --> 00:27:53.150
says done a real good job in
terms of their own brand. But there's
396
00:27:53.150 --> 00:27:57.349
a company called, it's coming,
called Peach tree audio and they have an
397
00:27:57.430 --> 00:28:03.579
amazing Bluetooth. So when we moved
to our new offices about four years ago,
398
00:28:03.259 --> 00:28:07.140
I was looking for a Bluetooth speaker, like kickass one, and so
399
00:28:07.220 --> 00:28:08.980
everyone say, Oh, Sono,
Sono, sonas. That I was.
400
00:28:10.019 --> 00:28:14.250
That was I'm doing my own homework. And this deep blue too keeps on
401
00:28:14.410 --> 00:28:17.049
coming up that people are talking about. They see, these guys are like
402
00:28:17.170 --> 00:28:19.490
real audio files. They're really just
they're just amazing. They're off the hook
403
00:28:19.529 --> 00:28:22.089
and they have all of these presets
when you make it louder or lower in
404
00:28:22.170 --> 00:28:25.529
this air and that are like like, for example, like I didn't even
405
00:28:25.569 --> 00:28:33.079
know that when a sound signal goes
across blue tooth that it actually loses sound
406
00:28:33.079 --> 00:28:37.920
quality and that unless the speaker,
the receiving speaker, compensates, you'll actually
407
00:28:37.960 --> 00:28:40.839
end up with a diminished sound quality. I didn't know that. So a
408
00:28:41.000 --> 00:28:45.309
really good Bluetooth Speaker is going to
compensate and do it really to very high
409
00:28:45.309 --> 00:28:49.430
levels and these guys have been amazing. I've called up their tech support.
410
00:28:51.230 --> 00:28:55.309
They've called me back literally, of
called me, but I mean on my
411
00:28:55.470 --> 00:28:59.700
phone ten minutes later and they've taken
twenty minutes. Thirty minutes will be when
412
00:28:59.700 --> 00:29:03.339
I've had a few technical questions and
they've been always accessible. And so that's
413
00:29:03.380 --> 00:29:07.220
a company's a smaller boot tea company, but it's a company that I completely
414
00:29:07.700 --> 00:29:14.930
I love. Their customer service is
amazing and they're always available and they're just
415
00:29:15.089 --> 00:29:18.769
super supportive that it's really a lost
art. Whenever I think of great customer
416
00:29:18.890 --> 00:29:22.049
service, I think of these guys. It's a great story because they've done
417
00:29:22.049 --> 00:29:26.160
some education with you right like before
you engaged with them. This whole you
418
00:29:26.240 --> 00:29:29.440
know, loss over blue tooth is
like now you have something. I'm super
419
00:29:29.519 --> 00:29:33.039
compelled now big, just just on
that little learning alone. So great example.
420
00:29:33.279 --> 00:29:36.920
Hey, David, has been so
fun. If people want to follow
421
00:29:36.920 --> 00:29:38.190
up, and by the way,
I encourage you. I hope you mentioned
422
00:29:38.269 --> 00:29:42.950
linkedin. David produces a ton of
video and it's just as engaging as this
423
00:29:44.109 --> 00:29:47.390
conversation was. David, where would
you send someone to follow up with you
424
00:29:47.470 --> 00:29:49.910
or learn more about brand intervention?
Well, I mean you definitely can go
425
00:29:49.990 --> 00:29:56.660
to rising above the noisecom oursimg.
Rising above the noisecom is my website,
426
00:29:56.700 --> 00:29:59.420
so you can definitely go there.
You can subscribe a as a Free Book
427
00:29:59.420 --> 00:30:02.900
Let, the Lucky Brand Ebook.
You can download that. That immediately gets
428
00:30:02.940 --> 00:30:06.380
your subscription. I would recommend doing
that because there's a lot of amazing stuff
429
00:30:06.380 --> 00:30:08.650
over the next several months is going
to be coming out for those that want
430
00:30:08.690 --> 00:30:14.369
to learn. Definitely Hook up with
me on Linkedin, subscribe to my Youtube
431
00:30:14.369 --> 00:30:18.529
Channel and Brandon eventually grab it.
And here's the here's the tip. Here's
432
00:30:18.529 --> 00:30:21.960
the tip I'm going to tell all
of you listens inside secret. If you
433
00:30:22.240 --> 00:30:27.400
get not, if you when you
get your copy of brand intervention, grab
434
00:30:27.559 --> 00:30:32.599
the hardback copy. Trust me,
the actual production guy who's are different than
435
00:30:32.680 --> 00:30:37.230
the paperback. Get that one because
when you see me, whether I'm speaking
436
00:30:37.230 --> 00:30:41.309
in your city or you come to
a conference from talking and you have your
437
00:30:41.390 --> 00:30:44.150
hardcover with you, I will sign
your hardcover. You come up to me
438
00:30:44.230 --> 00:30:47.109
with a paperback, I'm going to
look at you and I'm going to look
439
00:30:47.150 --> 00:30:49.180
at you say you're joking right,
yeah, it's well, you didn't read
440
00:30:49.180 --> 00:30:52.940
the Amazon reviews. That's another thing
Amazon does well. That's the one tip
441
00:30:53.339 --> 00:30:56.059
that I read on the Amazon reviews. You have to get the hard back
442
00:30:56.180 --> 00:31:02.579
because it's just as gorgeous coffee table
experience, just really well designed and laid
443
00:31:02.579 --> 00:31:06.769
out. So great closer, David, thank you again so much for spending
444
00:31:06.849 --> 00:31:10.490
time with me today. I hope
people love the conversation and they reach out
445
00:31:10.490 --> 00:31:12.769
and connect you on Linkedin. Oh, absolutely, man, I totally appreciated
446
00:31:12.930 --> 00:31:17.650
great interview and and keep on,
keep on doing what you do with bom
447
00:31:17.769 --> 00:31:21.000
bomb them. You and I need
to talk about Bumba more anyway, because
448
00:31:21.000 --> 00:31:23.720
I I think I can actually like
get you involved with some of my clients.
449
00:31:23.759 --> 00:31:27.160
I think that there's I think that
there's some real synergy there. That
450
00:31:27.240 --> 00:31:30.079
can happen. They'll be awesome.
Yeah, I mean you are your own
451
00:31:30.160 --> 00:31:33.509
best differentiator and that's what we're trying
to put forward, is you know who
452
00:31:33.549 --> 00:31:38.230
you are, and so these customer
experience touches by video again, the asynchronicity.
453
00:31:38.269 --> 00:31:41.549
Yes, Great, I'm glad you
have that vision and we do need
454
00:31:41.589 --> 00:31:44.950
to have that conversation. Absolutely,
mad perfect. Thanks so much. Have
455
00:31:45.029 --> 00:31:47.900
a great rest of your week.
Oh, Youtube, crush it. Bye
456
00:31:47.940 --> 00:31:53.259
Bye, bye, bye brand experience
and customer experience our key to differentiation,
457
00:31:53.779 --> 00:31:59.539
and differentiating ourselves in a world of
noise and competition is one of the most
458
00:31:59.539 --> 00:32:02.250
important things we can do. Hey, if you enjoyed that conversation, there's
459
00:32:02.250 --> 00:32:07.009
a lot more where that came from, on branding, on sales, on
460
00:32:07.210 --> 00:32:10.970
marketing, on CS, all in
pursuit of discovering how we can create and
461
00:32:12.089 --> 00:32:16.759
deliver better experiences for our customers.
Check out the customer experience podcast by visiting
462
00:32:16.799 --> 00:32:24.960
Bombombcom podcast or by checking out the
customer experience podcast in your favorite podcast player.
463
00:32:25.359 --> 00:32:31.509
Thanks for listening. We totally get
it. We publish a ton of
464
00:32:31.829 --> 00:32:35.750
content on this podcast and it can
be a lot to keep up with.
465
00:32:36.269 --> 00:32:39.589
That's why we've started the BOB growth
big three, a no fluff email that
466
00:32:39.710 --> 00:32:45.460
boils down our three biggest takeaways from
an entire week of episodes. Sign up
467
00:32:45.460 --> 00:32:52.420
today at Sweet Fish Mediacom big three. That sweet PHISH MEDIACOM Big Three