Transcript
WEBVTT 1 00:00:05.519 --> 00:00:10.710 That's true. Grand Experience happens with customer success departments, and that's where you 2 00:00:10.910 --> 00:00:16.390 really need to humanize. If you want to talk b Tob Growth, then 3 00:00:16.429 --> 00:00:21.030 you want to talk to Ed Brialt. He's chief marketing officer at a premo 4 00:00:21.149 --> 00:00:25.899 and he owns the entire marketing process up through the BDR and str function. 5 00:00:26.539 --> 00:00:32.659 With current mantras like the personal brand is the new company brand and your customer 6 00:00:32.939 --> 00:00:37.810 is your new marketer. He's been looking for ways to humanize via premo brand. 7 00:00:38.409 --> 00:00:42.369 My name is Ethan Butte, coauthor of the Book Rehumanize Your Business. 8 00:00:42.770 --> 00:00:48.170 Chief evangelist at a software company called bombomb and host of the CX series here 9 00:00:48.250 --> 00:00:55.159 on BB growth. Get ready for a conversation with ED on extraordinary influence congruents 10 00:00:55.320 --> 00:01:00.719 between brand promise and customer experience. EDS to mantras, why, as a 11 00:01:00.799 --> 00:01:03.829 triathlete, he does some of his best work on his bike, and about 12 00:01:03.829 --> 00:01:11.950 the book rehumanize Your Business. Here's the conversation with Ed. Differentiating your brand 13 00:01:11.189 --> 00:01:17.030 by humanizing the experience. That's the theme of today's conversation. Our guest is 14 00:01:17.109 --> 00:01:21.579 spent the past dozen years in marketing strategy and pre sales rolls with a premo, 15 00:01:21.980 --> 00:01:26.540 a digital asset management and Marketing Resource Management Platform serving twenty five percent of 16 00:01:26.620 --> 00:01:32.420 fortune one hundred companies. Their customers have household names like Microsoft, CVs, 17 00:01:32.819 --> 00:01:36.890 kraft, Hind Stanley, Blackendecker, Bank of America and ATNT, to name 18 00:01:36.890 --> 00:01:42.090 a few. He currently serves as a premost chief marketing officer and takes responsibility 19 00:01:42.209 --> 00:01:47.400 for all aspects of global brand and growth, including brand experience, product marketing, 20 00:01:47.519 --> 00:01:51.840 demand, Jin ABM and more. Edbury all, welcome to the customer 21 00:01:51.920 --> 00:01:56.120 experience podcast. Thanks for having Ethan. Yeah, I really appreciate you making 22 00:01:56.159 --> 00:01:57.719 the time. I know we're in an interesting time. So before we get 23 00:01:57.719 --> 00:02:01.670 going in earnest, you know, we're recording this on Friday, March Twenty 24 00:02:01.870 --> 00:02:06.790 of two thousand and twenty. How is the coronavirus kind of affected you, 25 00:02:06.989 --> 00:02:10.270 or your family or your customers or your work at share any thoughts that you 26 00:02:10.349 --> 00:02:14.229 have right now. We were talking a little bit about triathlon in the mindset 27 00:02:14.550 --> 00:02:16.180 going in. I think that applies here as well. So just love to 28 00:02:16.259 --> 00:02:20.819 open on any thoughts or experiences you've had lately. Sure, I mean I 29 00:02:21.099 --> 00:02:24.659 physically and emotionally. It's I think it's brought us all closer together. You 30 00:02:24.740 --> 00:02:29.379 know, when I think about I just posted a picture on Linkedin with me 31 00:02:29.500 --> 00:02:34.169 and my three girls in my many Australian shepherd all huddled up at the dining 32 00:02:34.210 --> 00:02:37.330 room table. They all have their laptops on. It's, you know, 33 00:02:37.409 --> 00:02:42.530 this the consistency, the continuity of business and education. I mean we need 34 00:02:42.729 --> 00:02:46.719 to keep, you know, pressing forward, but we've come together to do 35 00:02:46.879 --> 00:02:51.280 that now, so that's been fun. And then with customers, you know, 36 00:02:51.319 --> 00:02:53.479 it's really like it. This is a great opportunity to give our customers 37 00:02:53.479 --> 00:02:57.879 a big hug and, you know, because we're all going through this together. 38 00:02:57.960 --> 00:03:00.349 Other at the human level, which is, you know, what we'll 39 00:03:00.349 --> 00:03:06.430 be talking about. I mean that impacts aren't just, you know, business 40 00:03:07.509 --> 00:03:12.229 centered there they're being what we're going through has a lot to do with our 41 00:03:12.310 --> 00:03:16.300 home lives and our personal lives and it's something that, you know, it's 42 00:03:16.300 --> 00:03:20.460 not really a financial crisis and we look at some of the challenges we've had, 43 00:03:21.580 --> 00:03:23.860 you know, and have gone through before. This is a this is 44 00:03:23.860 --> 00:03:28.250 a human situation. So I think it's brought us all closer together. Yeah, 45 00:03:28.330 --> 00:03:30.530 really good perspective and that is one of the silver linings that I think 46 00:03:30.650 --> 00:03:35.930 became obvious as more people started sharing stories and photos like the one you just 47 00:03:36.050 --> 00:03:38.009 described, as like we all get a lot more facetime with our families. 48 00:03:38.009 --> 00:03:42.560 I mean, I may, I know that you work not in the main 49 00:03:42.639 --> 00:03:45.520 office, at a primum. I know you're in Pittsburgh in the main office 50 00:03:45.599 --> 00:03:49.319 is in Chicago, but you know, for me, I only work five 51 00:03:49.360 --> 00:03:52.759 minutes from my home, but I'm seeing my wife and son a lot more 52 00:03:52.879 --> 00:03:54.080 now that I was, say, you know, a month and a half, 53 00:03:54.120 --> 00:03:58.030 two months ago, which is a really nice silver lining. And and 54 00:03:58.430 --> 00:04:00.349 then on the other side of what you said, there is all of our 55 00:04:00.469 --> 00:04:05.669 customers and our future customers who are reaching out to are probably experiencing the same 56 00:04:05.830 --> 00:04:10.099 thing. So we're all I mean just let's set aside any of the anxiety 57 00:04:10.259 --> 00:04:15.300 that the situation produces and just focus on the immediate situation they're seeing themselves. 58 00:04:15.340 --> 00:04:18.660 Were experiencing ourselves a lot more, as you know, family members on a 59 00:04:18.699 --> 00:04:21.779 day to day basis, and so we can meet our customers there and make 60 00:04:21.819 --> 00:04:26.529 a much stronger connection, I feel like. And we need to cheers to 61 00:04:26.569 --> 00:04:30.170 your point of we need to give him a hug. That's really good language. 62 00:04:30.410 --> 00:04:34.410 So let's get started. In earnest here. Customer experiences obviously the theme 63 00:04:34.529 --> 00:04:39.399 of the podcast and so I always like to open with your thoughts or characteristics. 64 00:04:39.639 --> 00:04:41.839 When I say customer experience. Words that mean, do you add? 65 00:04:42.519 --> 00:04:46.600 Yet? Customer experience for me is really that when I deliver it, it's 66 00:04:46.680 --> 00:04:50.720 really a like to call it a brand promise. You know, it's really 67 00:04:50.879 --> 00:04:56.470 those things and they're not always the brand promise isn't always explicit, but it's 68 00:04:56.509 --> 00:05:03.189 it's that the the truth in the the livery or service that you get from 69 00:05:03.230 --> 00:05:08.500 from a product or brand. And you know, we can say things, 70 00:05:08.660 --> 00:05:11.500 you know, we can write words down and have words up on a wall, 71 00:05:11.620 --> 00:05:19.060 but customer experiences delivery on a promise that you make and you hold true 72 00:05:19.180 --> 00:05:25.610 too, and hopefully that customer experience is really good. And if it's really 73 00:05:25.689 --> 00:05:31.089 good then you know you create advocates, advocates of your brand or your product, 74 00:05:31.689 --> 00:05:38.439 and I think that's what the sort of really the truth in transactions that 75 00:05:38.560 --> 00:05:42.800 we make today. Love it. So it does obviously start with words, 76 00:05:42.839 --> 00:05:46.000 but it can't just be words on a wall. To just go one step 77 00:05:46.120 --> 00:05:48.040 deeper there, you know, as this promise that you're making, you know 78 00:05:48.120 --> 00:05:50.750 the brand is making it and, of course, the people are making it. 79 00:05:51.110 --> 00:05:55.269 You have any like mechanisms or approaches or things that you've done over the 80 00:05:55.350 --> 00:05:58.990 years to it to make sure that your people are bringing it to life and 81 00:05:59.149 --> 00:06:03.069 honoring the promise that you're making in concept? Absolutely, and I think it's 82 00:06:03.189 --> 00:06:11.500 this continuous from the point of them having a need for something and you delivering 83 00:06:11.579 --> 00:06:15.980 it, and then once they it's delivered, it's then that value from what 84 00:06:16.139 --> 00:06:20.209 they were looking for is eventually realized, and then that's, I think, 85 00:06:20.370 --> 00:06:29.129 when the real experience starts, because now that they've got that promise, realize 86 00:06:29.209 --> 00:06:33.959 that value is, can you stay in front of them adding value? And 87 00:06:34.279 --> 00:06:39.319 so when we things that we do or things that how we think about it 88 00:06:39.639 --> 00:06:44.600 is that you always need to it always has to be on and it's one 89 00:06:44.639 --> 00:06:46.550 of those things. It's like take your iphone as an example. If you 90 00:06:46.629 --> 00:06:49.389 don't plug that thing in, what's going to happen? That battery is going 91 00:06:49.389 --> 00:06:54.509 to drain, and that's the same thing with the customer experience. If you 92 00:06:54.709 --> 00:07:00.389 don't continue to power it up and keep it plugged in, stay connected, 93 00:07:00.069 --> 00:07:02.779 then eventually, you know, the battery is going to turn red and it 94 00:07:02.860 --> 00:07:08.060 will shut off on you so it's one of these things that you need to 95 00:07:08.180 --> 00:07:15.449 have this continuous and interconnected from the nose to the tail of that which is 96 00:07:15.850 --> 00:07:19.769 it is that you put in market and promise, and so making sure that 97 00:07:19.930 --> 00:07:26.410 you've got your energy, your focus on an emp with the where they are 98 00:07:26.769 --> 00:07:30.319 in that that journey with you with your brand, because you know, as 99 00:07:30.439 --> 00:07:32.560 we know, things continue to change and you need, we need to understand 100 00:07:32.600 --> 00:07:38.600 where they are and then making sure that you're valuable where they are when they 101 00:07:38.680 --> 00:07:44.910 need you. So just really having that view, approach and service level to 102 00:07:45.029 --> 00:07:49.149 always, you know, keeping keeping that customers to experience supercharged. Love it 103 00:07:49.269 --> 00:07:53.189 really simple analogy, but a really powerful one too, and I like that 104 00:07:53.269 --> 00:07:57.629 you added the timing element as well. So listeners have context. Obviously introduced 105 00:07:57.670 --> 00:08:01.740 a premo generally, but I would love for you to talk about your company 106 00:08:01.899 --> 00:08:05.019 specifically. You know, who are your customers and what do you solve for 107 00:08:05.100 --> 00:08:11.139 them? Absolutely so, a premo is a digital asset management and Work Management 108 00:08:11.259 --> 00:08:16.250 Software Company. We are global and nature, as you mentioned. You know, 109 00:08:16.370 --> 00:08:20.850 we definitely have a lot of enterprise brands, and so did you asset 110 00:08:20.889 --> 00:08:26.250 management for customer experience. Think about one of our customers, the Home Depot 111 00:08:26.329 --> 00:08:30.199 is an example. Most folks know the Home Depot. Any piece of content 112 00:08:31.040 --> 00:08:35.440 that anybody has ever experienced, any touch point in the home depot experienced has 113 00:08:37.200 --> 00:08:41.190 it's from the point of its origination to that touch point of experience. A 114 00:08:41.269 --> 00:08:46.549 premot powers that. All of those sort of behind the scenes activities within the 115 00:08:46.669 --> 00:08:50.750 brand, you know, the strategy, the planning, the how they want 116 00:08:50.750 --> 00:08:54.899 to go to market, the budgeting, the workflow elements, right, the 117 00:08:56.500 --> 00:09:01.019 how that content gets to market, making sure it's aligned to strategy and that 118 00:09:01.179 --> 00:09:05.179 you get the team. So now this work management aspect of working with your 119 00:09:05.539 --> 00:09:11.009 the creative teams, your brand teams, you are if there's regulation associated with 120 00:09:11.129 --> 00:09:16.529 things, all of your go to market teams stay aligned to get content out 121 00:09:16.649 --> 00:09:22.409 in all these experience channels, like your ecommerce platform, like they're amazing mobile 122 00:09:22.450 --> 00:09:26.879 device where I learned how to do read you all the plumbing in my kitchen. 123 00:09:26.000 --> 00:09:33.080 I reinstall the sink with the home depots content, very rich educational content, 124 00:09:33.679 --> 00:09:37.240 and then really that life cycle of content for an enterprise brand, and 125 00:09:37.519 --> 00:09:43.429 you know they do. There are really strong brand that uses content to do 126 00:09:43.669 --> 00:09:50.389 great storytelling and education and, yeah, a premost really the underpinnings of that 127 00:09:50.669 --> 00:09:54.299 and delivery of the that content experience. Good job on your sink, by 128 00:09:54.340 --> 00:09:58.179 the way. I assume that it's all going well and what a cool thing 129 00:09:58.259 --> 00:10:01.899 to be able to easily learn to just one more layer here. I assume 130 00:10:03.419 --> 00:10:07.139 these are my assumptions, so correct me where I'm wrong or affirm my assumptions. 131 00:10:07.529 --> 00:10:09.409 You know, when you're in kind of the discovery phase, essentially the 132 00:10:09.450 --> 00:10:13.769 left side of a bow tie funnel, prior to the commitment to do business 133 00:10:13.889 --> 00:10:18.889 with the premo, where are you starting in an organized organization? I assume 134 00:10:18.970 --> 00:10:22.799 they I assume that your sales and marketing folks are engaging probably multiple, multiple 135 00:10:22.799 --> 00:10:26.320 decision makers. I mean this is deep into the brand and deep into your 136 00:10:26.360 --> 00:10:31.240 customers business, so they're probably multiple decision makers. But kind of where's that 137 00:10:31.279 --> 00:10:33.919 conversation? Starting on the, you know, by side, and then once 138 00:10:35.000 --> 00:10:41.230 it gets turned over to customer success, Account Management, however you you define 139 00:10:41.309 --> 00:10:45.070 that for your organization, that WHO's your main point person within your just want 140 00:10:45.110 --> 00:10:48.909 to know from a customer you know who are you're connecting with on on the 141 00:10:48.990 --> 00:10:50.500 side of Home Depot, for example, in the beginning, and then as 142 00:10:50.539 --> 00:10:52.899 the you know, as you renew for the fourth, fifth, sixth, 143 00:10:52.980 --> 00:10:58.259 eighth year. Yeah, absolutely, and yeah, my example was the home 144 00:10:58.379 --> 00:11:01.580 depot. But yeah, we have financial services, insurance, investments, retail, 145 00:11:01.580 --> 00:11:07.289 banking, life sciences, farmer so any enterprise that needs to deliver content 146 00:11:07.370 --> 00:11:13.649 experiences at scale. And what you'll find is that where we will land could 147 00:11:13.649 --> 00:11:18.159 be in different places. It could be a marketing driven initiative, it could 148 00:11:18.159 --> 00:11:22.960 be any commerce driven initiative. They could be going through a digital transformation and 149 00:11:24.360 --> 00:11:28.519 need strong work management capabilities. And they're buying. To your point on lots 150 00:11:28.559 --> 00:11:33.190 of folks. They're they're buying with consensus. So what we have to do 151 00:11:33.590 --> 00:11:37.789 is sell and or meet them with consensus. Know there's a lot of individuals 152 00:11:37.909 --> 00:11:41.149 in the buying group. So it's, you know, a lot of research 153 00:11:41.990 --> 00:11:46.669 on and we use a lot of predictive demand analytics. We will go and 154 00:11:46.830 --> 00:11:52.340 research these organizations understand what roles are putting out the demand in the demand unit 155 00:11:52.460 --> 00:11:56.580 of the target accounts. For these accounts that are literally putting out the demand 156 00:11:56.620 --> 00:12:03.210 signals for a premo, we will typically start in marketing, which is an 157 00:12:03.289 --> 00:12:07.889 origination point, but what's interesting is marketing in some of these initiatives like customer 158 00:12:07.929 --> 00:12:13.250 experience cross other functional areas of a business. So it's no no longer just 159 00:12:13.409 --> 00:12:20.519 marketing, but there could be actual customer experience teams that are driving these initiatives. 160 00:12:20.639 --> 00:12:26.120 They could be finance teams that are driving optimization from a cost standpoint. 161 00:12:26.360 --> 00:12:31.269 There could be a compelling event within a regulated industry, financial services or life 162 00:12:31.309 --> 00:12:35.669 science. That where the need is. So I want to say they're not 163 00:12:37.070 --> 00:12:39.590 it. Not everyone is a snowflake. But when you when you do the 164 00:12:39.710 --> 00:12:45.580 deep research and you're looking at functional areas and or rolls, they tend to 165 00:12:45.659 --> 00:12:52.980 have different titles depending upon the industry and or original origination point. So deep 166 00:12:52.059 --> 00:12:58.809 research there. But what we then do is understand who's active in the buying 167 00:12:58.929 --> 00:13:03.850 group and then who's not active. Then we look at WHO's engaged with US 168 00:13:05.370 --> 00:13:09.730 and WHO's not engaged. And what we then begin to do, and it's 169 00:13:09.169 --> 00:13:16.840 I'll call it the ultimate point of validation on are we doing a good job 170 00:13:16.000 --> 00:13:20.519 to engage this brand, is, I call it, create extraordinary influence. 171 00:13:20.480 --> 00:13:30.470 So extraordinary influence within that organization to make sure that we are creating not just 172 00:13:31.389 --> 00:13:35.350 a one too many engagement but one to one, like really getting down to 173 00:13:35.429 --> 00:13:41.899 the layer the grain of the person, the individual, because oftentimes they've got 174 00:13:41.019 --> 00:13:46.139 different motivators. They're, like I talked about, cross functionally. There's different 175 00:13:46.419 --> 00:13:50.379 reasons for them to want to solve a problem and if we are talking about 176 00:13:50.379 --> 00:13:54.340 how he would solve that problem in a way that doesn't land with them, 177 00:13:54.860 --> 00:13:58.129 we can often put them off and actually have it work against us. So 178 00:13:58.690 --> 00:14:05.370 we really research heavily and we try to bring value and education and, no, 179 00:14:05.690 --> 00:14:13.240 empathize them and teach Taylor take control is we use some of that methodology 180 00:14:13.360 --> 00:14:18.240 there, but we want to be delivering value in a terminology, in in 181 00:14:18.320 --> 00:14:24.159 a way that makes sense and is is at that individual level. Yeah, 182 00:14:24.159 --> 00:14:26.629 I love it, which did just tease up so much of where I want 183 00:14:26.629 --> 00:14:31.350 to go over the next fifteen, twenty minutes or so, starting with, 184 00:14:31.470 --> 00:14:37.230 I guess, customer experience or brand experience. who used brand promise as the 185 00:14:37.350 --> 00:14:41.100 differentiator, like as a premost differentiator? So you know you own a good 186 00:14:41.220 --> 00:14:46.259 piece of the customer life cycle directly as chief marketing officer, including the SDR 187 00:14:46.419 --> 00:14:54.049 function. How do you view brand experience as a competitive differentiator? And it's 188 00:14:54.049 --> 00:15:01.649 a really great point. I think that brand experience as a differentiator needs to 189 00:15:01.809 --> 00:15:07.600 match your I'll call it the the value at which the product inner service level 190 00:15:07.679 --> 00:15:11.279 in your organization needs to be. So at a premo specifically. You know, 191 00:15:11.360 --> 00:15:18.960 we definitely consider ourselves and our if you look at the analysts Forrester Gartner 192 00:15:18.039 --> 00:15:22.149 out there with with forester, we are, you know, in the leaders 193 00:15:22.429 --> 00:15:26.950 wave for three actual wave. So they consider us the will call the top 194 00:15:28.070 --> 00:15:31.350 brand or the premium brand. And so what I'm challenged to do is say, 195 00:15:31.470 --> 00:15:37.820 HMM, so if we are the premium brand and our customers and our 196 00:15:39.740 --> 00:15:43.940 prospective customers appreciate sophistication or a best in breed solution, I need to have 197 00:15:45.019 --> 00:15:50.970 an experience now that is best in breed and the premium right. So if 198 00:15:50.009 --> 00:15:56.289 I could equate a premo to a top, you know, brand, I 199 00:15:56.409 --> 00:16:00.929 would say that I have to match that full experience. So what that means 200 00:16:02.090 --> 00:16:04.720 then is in think about the buying process like that, the buying experience. 201 00:16:06.240 --> 00:16:10.440 You know, if I'm going to buy a tesla verse, a lower and 202 00:16:10.720 --> 00:16:17.919 economical automotive option, you're going to get very different buying experiences and so I 203 00:16:18.039 --> 00:16:21.750 have to make sure that that matches. So you know where we do that? 204 00:16:22.669 --> 00:16:27.590 The research we bring the value. We educate, we we want to 205 00:16:27.710 --> 00:16:33.500 enrich and deliver value even before they're a customer, right before there's a transaction. 206 00:16:33.620 --> 00:16:38.980 We want to show them what it's like to when you become a customer, 207 00:16:40.860 --> 00:16:44.179 then it really starts, but show them early what it's like and, 208 00:16:44.740 --> 00:16:48.929 you know, tailoring their solutions, spending time getting to know their business. 209 00:16:48.769 --> 00:16:53.289 And we do that through, you know, various methods. But the idea 210 00:16:53.370 --> 00:16:59.570 is that has to match and if there's a mismatch then you can't use experience 211 00:16:59.730 --> 00:17:03.000 to differentiate. And then you know, in some ways, you know the 212 00:17:03.200 --> 00:17:08.680 products that we do have can be left on differentiated because you know some of 213 00:17:08.720 --> 00:17:15.440 the technological capabilities are. You know, when you look at those what seven 214 00:17:15.559 --> 00:17:18.589 thousand mare tech tools out there, and if that and chart has gotten super 215 00:17:18.750 --> 00:17:23.190 crazy over the past two three years of particular. Yes, and what I'll 216 00:17:23.230 --> 00:17:26.990 have to do, will have to do some time, is sometimes as differentiate 217 00:17:27.309 --> 00:17:36.940 why a file on a shared server somewhere is different from a fully defined, 218 00:17:37.180 --> 00:17:41.819 you know, digital asset management for Customer Experience Enterprise System. So I so 219 00:17:42.660 --> 00:17:48.250 education really needs to happen right and also, you know, leading in that 220 00:17:48.369 --> 00:17:52.450 buying experience so people understand that we're taking them down a path and makes sense 221 00:17:52.529 --> 00:17:59.279 for them. Yeah, I really like this idea that you have to I 222 00:17:59.400 --> 00:18:02.759 mean, if the challenge is to meet or exceed expectations, which I think 223 00:18:02.799 --> 00:18:06.640 it is, and it's constantly ratchetting up, and the A premo brand is 224 00:18:06.720 --> 00:18:11.119 already set as a premium brand, you know, in multiple categories, and 225 00:18:11.200 --> 00:18:14.150 you already have a high bar, and so I really appreciate your attention to 226 00:18:14.269 --> 00:18:18.150 that and I really like it. So we were privileged. I was privileged. 227 00:18:18.309 --> 00:18:19.950 Thank you again for the invitation to spend some time with you and your 228 00:18:21.029 --> 00:18:23.309 team, your chief revenue officers, so many of your team members, that 229 00:18:23.430 --> 00:18:27.660 you're at your annual kick off earlier this year in Chicago, and one of 230 00:18:27.700 --> 00:18:33.740 the ways that happened was you're at the Pittsburgh airport and you saw an orange 231 00:18:33.779 --> 00:18:37.019 covered book called rehumanize Your Business. That was there. It is that was 232 00:18:37.339 --> 00:18:41.809 that was co authored by me and and my friend and now your friend, 233 00:18:41.890 --> 00:18:45.809 to Steve Passin Elli, when you first encountered that, because this, this 234 00:18:45.009 --> 00:18:48.289 is I think part of what you were you know, is you're trying to 235 00:18:48.329 --> 00:18:52.210 figure out how do I meet or exceed this premium experience? How do I 236 00:18:52.289 --> 00:18:56.160 make sure that I deliver on an individual level. I think there's a gap 237 00:18:56.279 --> 00:19:00.400 that this may be closed, but you and I've never spoken explicitly about you 238 00:19:00.480 --> 00:19:03.000 know what was it when you saw it? What clicked for you around the 239 00:19:03.200 --> 00:19:11.750 the concept of of rehumanizing and video in particular, absolutely going. First of 240 00:19:11.829 --> 00:19:15.589 all, the title was Rehumanize Your Business and I was working before I had 241 00:19:15.750 --> 00:19:19.789 seen this, on this idea of humanizing a Primo and what that meant. 242 00:19:19.910 --> 00:19:23.269 And and I think what we found out when I looked at data, I 243 00:19:23.460 --> 00:19:27.380 looked at first party win lost data, I looked at, you know, 244 00:19:27.579 --> 00:19:34.859 customer surveys, I looked at third party win lost data. What really the 245 00:19:34.940 --> 00:19:41.650 big differentiator for us and what we do? What had everything to do with 246 00:19:41.849 --> 00:19:47.089 building relationships and connecting with with people, with the right individuals, finding the 247 00:19:47.170 --> 00:19:52.130 economic buyer, making sure that we were able to get them aligned around making 248 00:19:52.170 --> 00:19:57.279 me a decision. And so we went down that journey. And I mean 249 00:19:57.319 --> 00:20:00.680 I saw the book and I picked it up. I was flying to San 250 00:20:00.799 --> 00:20:06.640 Francisco, actually Napa Valley, and for a marketing event and I read it 251 00:20:06.799 --> 00:20:10.230 covered a cover and when I landed, I picked up the phone and I 252 00:20:10.309 --> 00:20:12.109 called one of my colleagues I said, I've got our blueprint. You know, 253 00:20:12.230 --> 00:20:17.109 this was it just really spoke to me. But then, you know, 254 00:20:17.349 --> 00:20:21.740 there's all the things around. What would take to change that. This 255 00:20:21.980 --> 00:20:26.619 really helped me understand the the internal changes that we would have to go through, 256 00:20:26.619 --> 00:20:33.500 the cultural changes. And we asked the question, are we more valuable 257 00:20:33.299 --> 00:20:41.049 in person? And it was one hundred percent we were more valuable in person. 258 00:20:41.289 --> 00:20:44.609 So, you know, looked at and again I love data, I 259 00:20:44.730 --> 00:20:47.769 like the the art and science. I like to consider myself like a whole 260 00:20:47.890 --> 00:20:55.680 brained marketer, and the data told me, plus the science said to me 261 00:20:56.480 --> 00:21:02.319 this sort of one to one seeing faces communicating. You we've been communicating for 262 00:21:02.440 --> 00:21:07.150 a hundred in facetoface, for a hundred fiftyzero years, and you know, 263 00:21:07.309 --> 00:21:12.109 we've been literate for Fivezero years, and things like email, that's text that 264 00:21:12.230 --> 00:21:17.150 take the human elements of us out, are only fifty years old. So 265 00:21:17.789 --> 00:21:22.700 if we could get the science working in our favor and literally make it so 266 00:21:22.779 --> 00:21:26.940 much easier to communicate, that was a no brainer for me to start going 267 00:21:27.059 --> 00:21:30.980 down that road, you know. And then it's turning the cameras on. 268 00:21:32.299 --> 00:21:34.250 You know, that was a whole thing too. There's you know, I 269 00:21:34.569 --> 00:21:41.890 feel like this new technology over the last fifty years has really distance put so 270 00:21:41.049 --> 00:21:45.289 much distance. You know, it's brought us closer or faster to communicate, 271 00:21:45.450 --> 00:21:52.319 but it's created human distance that was totally gone now and if my job as 272 00:21:52.400 --> 00:21:56.880 a marketer is to create connections and communicate, and if my job as a 273 00:21:56.119 --> 00:22:03.430 revenue generating marketer is to create pipeline and, you know, when opportunities with, 274 00:22:03.710 --> 00:22:07.990 you know, my sales team, then I have to figure out what 275 00:22:07.109 --> 00:22:12.789 are those ways, what are those new methods of communication to make it more 276 00:22:12.829 --> 00:22:19.380 effective, and it was, you know, clearly rehumanizing our business, our 277 00:22:19.700 --> 00:22:25.059 customer experience, our brand experience, and then even, you know, the 278 00:22:25.220 --> 00:22:30.809 early days of you know or the early steps in customer experience, and then 279 00:22:30.970 --> 00:22:36.970 even afterwards, right whenever your product and like where the rubber meets the road, 280 00:22:36.970 --> 00:22:41.769 right that true brand experience happens with customer success departments, and that's where 281 00:22:41.849 --> 00:22:47.319 you really need to humanize, in where it really makes a difference to so, 282 00:22:48.000 --> 00:22:51.039 yeah, it's really been a guide book for us. Awesome. The 283 00:22:51.119 --> 00:22:55.160 one thing I really really appreciated about your approach to it and some of our 284 00:22:55.200 --> 00:22:59.269 early conversation was again going to this art and science piece. There are things 285 00:22:59.349 --> 00:23:03.509 that can't be measured that are going on right you're not going to see it 286 00:23:03.549 --> 00:23:07.349 in your funnel metrics. When you communicate eye to eye, facetoface, you 287 00:23:07.470 --> 00:23:11.750 speak very specifically to one person, you speak to their needs, you demonstrate, 288 00:23:11.269 --> 00:23:15.700 you truly demonstrate, that you've done all the research it and you can, 289 00:23:15.140 --> 00:23:18.019 you know, meet them where they are. And so appreciating that some 290 00:23:18.140 --> 00:23:22.579 of that, you know it is going to eventually come out in the funnel 291 00:23:22.619 --> 00:23:23.779 metrics, but they're not going to be right there in your face. And 292 00:23:23.900 --> 00:23:29.089 so you know this. There is a faith element at some level of like 293 00:23:29.369 --> 00:23:33.210 I know this is the right thing and I just appreciate your vision around that. 294 00:23:33.170 --> 00:23:37.930 So something that came up when we were chatting, while we were together 295 00:23:37.089 --> 00:23:41.289 in person, was this idea, and I don't know if these were your 296 00:23:41.369 --> 00:23:45.039 words or the way I heard your words, but it's this idea that you 297 00:23:45.119 --> 00:23:48.720 know for years, I think, especially you know in what Seth Golden would 298 00:23:48.759 --> 00:23:52.039 call the television industrial complex, where you know you just get enough money behind 299 00:23:52.200 --> 00:23:55.829 something, you run a whole bunch of, you know, AD campaigns on 300 00:23:55.950 --> 00:24:00.150 television and imprint and whatever. The packaging, product, packaging, matches, 301 00:24:00.190 --> 00:24:03.109 and you just, you know, you put a dollar in and you get 302 00:24:03.109 --> 00:24:06.630 ten dollars in revenue out and it's just this giant machine. And in that 303 00:24:06.789 --> 00:24:11.859 way, you know, the marketers, the writers, the designers would essentially 304 00:24:11.059 --> 00:24:15.140 define what the brand is, that you could just write it down and put 305 00:24:15.140 --> 00:24:18.180 a whole bunch of money behind it and that was the brand and people took 306 00:24:18.220 --> 00:24:22.019 the brand as you defined it. But you know, as we were talking, 307 00:24:22.180 --> 00:24:26.049 I think you know around this this humanization differentiation, customer experience piece, 308 00:24:26.130 --> 00:24:33.089 that that your people, your team members, define the brand interaction by interaction. 309 00:24:33.329 --> 00:24:37.450 So did that trigger anything for you? Does that you know, again, 310 00:24:37.569 --> 00:24:42.319 your team members define the brand, not your you know, copywriters. 311 00:24:44.119 --> 00:24:48.519 Exactly. Yeah, it's I've got a couple of Mantras for two thousand and 312 00:24:48.559 --> 00:24:53.349 twenty. One is that the new personal brand is a new company brand and 313 00:24:55.470 --> 00:25:00.589 the customer is the best marketer. And you know, with those Mantras, 314 00:25:00.150 --> 00:25:04.309 you know, the idea is that the in the interface point. And what 315 00:25:04.589 --> 00:25:11.619 somebody actually gets is they get Ashley, you know, in customer success, 316 00:25:11.259 --> 00:25:18.019 they get yours in our customer experience team they get Eli as on the front 317 00:25:18.019 --> 00:25:25.569 end str bedr and so when people think about the customer experience that a Primo 318 00:25:25.650 --> 00:25:29.970 delivers, it's not what the COPYWRITER's right, it's not the blog or the 319 00:25:30.089 --> 00:25:33.849 tone or the all that stuff that's in the brand book. It's really that 320 00:25:33.890 --> 00:25:41.319 that person from the brand. It's it's how they help, it's how it's 321 00:25:41.400 --> 00:25:45.160 their approach, it's their empathy, it's their time, their energy, their 322 00:25:45.240 --> 00:25:48.839 knowledge, their experience they bring to the table. Because, if you think 323 00:25:48.880 --> 00:25:52.509 about it, the product is the same regardless of who gets it. The 324 00:25:52.750 --> 00:26:00.230 difference now is that interface between the product and the customer, which is the 325 00:26:00.349 --> 00:26:07.140 person. And what we found is that the individuals who really think you know 326 00:26:07.259 --> 00:26:11.900 person first and you know, we know people buy from people, but by 327 00:26:11.059 --> 00:26:18.089 is really transactions as well. That transaction is with the service level. They're 328 00:26:18.130 --> 00:26:23.450 in the middle. Is Up to the individual, and so empowering them to 329 00:26:25.450 --> 00:26:29.009 be the brand is really what I want to do and I want to create 330 00:26:29.049 --> 00:26:33.519 a platform, a brand experience platform, for every individual of my company to 331 00:26:33.720 --> 00:26:38.599 want to get up on to and bring their whole self to work every day 332 00:26:40.359 --> 00:26:45.519 and their own unique spin on it. But then a level of value that 333 00:26:45.599 --> 00:26:49.630 that you can only get if they bring their whole self to work every day. 334 00:26:49.750 --> 00:26:55.950 So giving them permission to be themselves and deliver as much value as possible. 335 00:26:56.470 --> 00:26:59.869 So it's I really think that, you know, humanizing the brand experience 336 00:26:59.910 --> 00:27:07.220 has to be a process of enablement and give permission and and go through the 337 00:27:07.339 --> 00:27:14.420 process several times so they just feel comfortable getting all of this technological and business, 338 00:27:15.259 --> 00:27:18.250 you know, barrier out of the way. Just we have to undo 339 00:27:18.410 --> 00:27:22.450 so many things that we put up between us and our customers, and so 340 00:27:22.890 --> 00:27:27.170 that's really this the process that we're going through right now. Both of those 341 00:27:27.250 --> 00:27:32.400 mantras are just so powerful and I think I think the way you talked about 342 00:27:32.559 --> 00:27:36.519 is words sounds kind of soft, but it's just beautiful. This this trust 343 00:27:37.079 --> 00:27:41.240 in people and the in the acknowledgement that this is true. I mean what 344 00:27:41.319 --> 00:27:44.869 you said is absolutely true, but it's this fundamental shift, still from a 345 00:27:44.950 --> 00:27:48.950 practical standpoint, from, you know, the way we think we're supposed to 346 00:27:48.029 --> 00:27:52.150 do it. You know, plug people exclusively into the process in and, 347 00:27:52.910 --> 00:27:56.869 you know, functionally treat them interchangeably. You know, that's the most hardcore 348 00:27:57.029 --> 00:28:02.380 process orientation. But you know, this is this is you cannot ignore the 349 00:28:02.500 --> 00:28:07.019 fact that these people do deliver the experience, and so this trust and confidence 350 00:28:07.180 --> 00:28:11.259 and permission is just such a great employee experience and then, of course that's 351 00:28:11.299 --> 00:28:15.769 the necessary precursor to a great customer experience. I think you were right at 352 00:28:15.769 --> 00:28:19.809 the edge of, I think what you term life flow. Could you speak 353 00:28:19.849 --> 00:28:22.529 to that a little bit? I feel like you're right there on the doorstep 354 00:28:22.650 --> 00:28:26.250 and or you were talking about it without using that term, but that's something 355 00:28:26.289 --> 00:28:30.119 that stuck with me again from our time together earlier this year. Yeah, 356 00:28:30.200 --> 00:28:34.279 life flow is understanding. So we talked about workflow, right, and we 357 00:28:34.400 --> 00:28:40.359 talked about work and you know the process of our daytoday. But lifeflow really 358 00:28:40.440 --> 00:28:45.230 it embraces and it gets back to that giving permission. It's this this concept 359 00:28:45.349 --> 00:28:49.829 or term is that as knowledge workers. Right. So a lot of us 360 00:28:49.869 --> 00:28:55.980 are knowledge workers now and you know, some of the way we do work 361 00:28:56.299 --> 00:29:04.220 is going back to eras of commercial in business, you know, like factories, 362 00:29:04.660 --> 00:29:11.410 and when you think about the different eras of business, we are at 363 00:29:11.450 --> 00:29:17.890 it in a new era of knowledge work and you can't really, you know, 364 00:29:18.089 --> 00:29:22.410 clock in clock out like a factory worker would. You can't turn on 365 00:29:22.289 --> 00:29:27.200 the conveyor belts of productivity and production anymore. When you're dealing, when your 366 00:29:27.319 --> 00:29:30.680 brain is your job, you know. And so when your brain is your 367 00:29:30.720 --> 00:29:36.839 job, that thing can work for you anytime and that's good, that's bad. 368 00:29:37.119 --> 00:29:38.710 I do my honor, my best work. We were talking about out 369 00:29:38.710 --> 00:29:44.109 triathlon incit thing. I do my best work when I'm running or biking or 370 00:29:44.190 --> 00:29:51.950 swimming and I'll bring data with me and I'll solve some of my problems outside 371 00:29:52.190 --> 00:29:53.859 the you know, the virtual office or the you know, the brick and 372 00:29:53.940 --> 00:29:59.539 mortar office. So lifeflow really gets down to it's a trust thing. It 373 00:29:59.859 --> 00:30:06.900 gets down to creating a culture in the organization and with your your customer experience 374 00:30:07.170 --> 00:30:14.289 that work can happen anytime, and then creating an environment with technology, with 375 00:30:14.490 --> 00:30:18.769 very well defined methods of communication and interaction. Right. So it's not just 376 00:30:18.930 --> 00:30:22.640 ad hoc. We do work whenever, but it's actually really well defined, 377 00:30:22.759 --> 00:30:30.279 structured boundaries on the agreement to do work. But it's not you. We 378 00:30:30.400 --> 00:30:33.119 will work during these hours and when you're here, you're working, and if 379 00:30:33.160 --> 00:30:41.029 I see you're working, it's a we now look at work output verse the 380 00:30:41.230 --> 00:30:45.549 how it gets done and embrace the things that, in you know, in 381 00:30:45.670 --> 00:30:49.259 two thousand and twenty are a reality for us. Virtual Work and working with 382 00:30:49.460 --> 00:30:57.700 teams that are from a third party and the idea that you know knowledge work 383 00:30:57.819 --> 00:31:04.410 happens and you can't physically see it happen. And but then also you've got 384 00:31:04.490 --> 00:31:07.930 to turn that off to right. It's the now I'm turning off. Now 385 00:31:07.970 --> 00:31:11.410 I'm the father and now I'm the mother, now I'm the son, now 386 00:31:11.450 --> 00:31:18.839 I'm the husband, etc. You have to it's an agreement with yourself that 387 00:31:18.119 --> 00:31:22.000 says you know your boundaries, you know when you need to turn it off, 388 00:31:22.079 --> 00:31:26.240 you know when you need to recharge and then come back to give you 389 00:31:26.680 --> 00:31:30.519 your best work, and sometimes some people's best work is knowledge workers. Again, 390 00:31:30.640 --> 00:31:33.710 need to go somewhere to get inspired, going in on a hike, 391 00:31:33.789 --> 00:31:37.349 go in the woods, go stare at a body of water, go read 392 00:31:37.430 --> 00:31:41.430 a book. Know that that's worked too, and so it's really trust in 393 00:31:41.670 --> 00:31:47.980 getting work done, but then creating an environment culture around the individual, in 394 00:31:48.099 --> 00:31:53.700 the organization and agreements with customers. That that's the new method. Yeah, 395 00:31:53.700 --> 00:31:56.819 I really like that. I think again, there's a there's a strong permission 396 00:31:56.900 --> 00:32:00.420 element in there and a high level of self awareness. It requires a new 397 00:32:00.490 --> 00:32:05.890 skill set to manage this really well. It's interesting. My career spanned a 398 00:32:05.930 --> 00:32:07.210 little bit of both. I may've been the knowledge work of the whole time, 399 00:32:07.369 --> 00:32:12.170 but you know, specific output has been part of my roles in the 400 00:32:12.210 --> 00:32:14.849 past before, and so it's like I've been in this shift and it's been 401 00:32:14.890 --> 00:32:17.880 really interesting. In self awareness has been really critical. One quick follow up 402 00:32:17.920 --> 00:32:22.359 question there. Do you set out? This is just for my own benefit 403 00:32:22.440 --> 00:32:24.400 and whoever else is in my own experience, because I do. I'm not 404 00:32:24.440 --> 00:32:29.039 a triathlete, but I do run a lot and hike a lot and walk 405 00:32:29.079 --> 00:32:32.549 around in the woods. And do you specifically, when you set out on 406 00:32:32.630 --> 00:32:36.589 a ride or set out on a swim, do you specifically set out to 407 00:32:36.710 --> 00:32:39.829 solve or particular ular problem? Because sometimes I'm not disciplined about it. I've 408 00:32:39.829 --> 00:32:43.750 kind of done a little bit of both, but haven't gotten really good at 409 00:32:43.789 --> 00:32:47.140 trying to solve a specific problem on a specific run. Are you in high 410 00:32:47.140 --> 00:32:52.579 level of intention there? Absolutely. Absolutely. I'm, like you said, 411 00:32:52.579 --> 00:32:57.980 selfaware. I know that I do my best work when in I I'm pretty 412 00:32:58.059 --> 00:33:04.450 sure that there's some physical attributes to this. My brain works better whenever I'm 413 00:33:04.769 --> 00:33:07.690 you know, I get my heart rate up to above a hundred forty, 414 00:33:07.210 --> 00:33:12.410 you know, beats per minute, because what's happening scientifically? We're flushing, 415 00:33:12.730 --> 00:33:15.559 you know, waste products out of our brain and, you know, the 416 00:33:15.640 --> 00:33:19.559 blood, our hearts doing its work. And so I will bring problems with 417 00:33:19.759 --> 00:33:22.440 me. I will say, okay, I'm getting up right now and I'm 418 00:33:22.440 --> 00:33:25.119 going to go hit the true weather permitting, I'll go hit the trail or 419 00:33:25.160 --> 00:33:30.430 a hit the treadmill and okay, I need to solve this problem on a 420 00:33:30.430 --> 00:33:34.269 run or solve this problem in the pool or solve this problem on the bike, 421 00:33:34.470 --> 00:33:42.460 and I will sit there and move through the problem solving or data analysis 422 00:33:43.059 --> 00:33:47.779 in my head and I find that it's this being in motion for me. 423 00:33:49.420 --> 00:33:53.180 You know, this footing, this forward movement, also allows me to get 424 00:33:53.220 --> 00:34:00.529 a very focal put a very narrow view on something that I need to focus 425 00:34:00.650 --> 00:34:02.490 on. I you cannot distract me. I can't get a phone call, 426 00:34:02.529 --> 00:34:06.849 I can't respond to email, I can't multitask. You know, when I'm 427 00:34:06.849 --> 00:34:08.849 on my bike and my hands are down in the trathlon bars, I'm not 428 00:34:08.969 --> 00:34:14.039 going anywhere, I'm not multitasking. I got one thing on my brain and 429 00:34:14.159 --> 00:34:19.760 I use the full power of my brain on specific things. But then here's 430 00:34:19.760 --> 00:34:22.960 the new problem. It's okay, I just had some brilliant ideas. How 431 00:34:23.000 --> 00:34:28.030 do I capture these notes? So I will literally be, let's say, 432 00:34:28.110 --> 00:34:31.309 ten miles into a bike ride, get off, hit the hit the pause 433 00:34:31.389 --> 00:34:36.630 button on my workout watch and I will sit there in either voice to text 434 00:34:37.230 --> 00:34:43.619 emails to myself or Jot some notes down, or I we use Microsoft teams 435 00:34:43.659 --> 00:34:46.820 and slack channels and things like that. There's Saturdays where I'm out on a 436 00:34:46.940 --> 00:34:51.420 long ride or run and I will drop notes to my team on, you 437 00:34:51.539 --> 00:34:55.610 know, some some ideas, some breakthrough ideas, some thought starters for some 438 00:34:55.849 --> 00:35:00.050 podcast and we want to do or other content that we want to produce or, 439 00:35:00.409 --> 00:35:04.449 you know, the words we want to use. How do we again 440 00:35:04.530 --> 00:35:07.880 marketing? It's like me. We get creative with, you know, link 441 00:35:07.199 --> 00:35:14.440 the linguistics of business and I find that I can find the right words to 442 00:35:14.559 --> 00:35:21.159 use to describe complex challenges or problems or products whenever that that sort of life 443 00:35:21.239 --> 00:35:24.829 flow opportunity comes to me on the workout. Really good. I love you 444 00:35:24.909 --> 00:35:29.070 identified that problem because I know that I have lost I don't know if they 445 00:35:29.110 --> 00:35:31.869 were milliondollar ideas, but I know that I've lost so many ideas for like 446 00:35:32.070 --> 00:35:37.059 for not having that discipline to stop it in and capture it. So awesome. 447 00:35:37.099 --> 00:35:38.900 I'm really glad I asked that follow up and this has been awesome, 448 00:35:39.300 --> 00:35:44.099 but we're up against it. I want to honor our number one core value 449 00:35:44.139 --> 00:35:49.139 of relationships here by giving you the chance to to think someone who's had a 450 00:35:49.179 --> 00:35:52.929 positive impact on your life or your career. Oh absolutely, I would say 451 00:35:52.090 --> 00:35:57.449 somebody who, and I've known this individual for fifteen years, he's challenged me 452 00:35:58.050 --> 00:36:00.969 through various roles out of pream of the whole time. He's my current CEO, 453 00:36:00.369 --> 00:36:06.239 John Stammon. He's he's somebody who, no matter where I was and 454 00:36:06.400 --> 00:36:10.679 my career, looked at me and knew I was able to be challenged and 455 00:36:10.840 --> 00:36:15.239 pushed and you know, I think I let him know early on, that 456 00:36:15.239 --> 00:36:20.869 I grow through struggle and so he's always trusted me, giving me just enough 457 00:36:20.909 --> 00:36:23.829 space to grow into and then, whenever he's seen me grow into that space, 458 00:36:23.949 --> 00:36:28.150 give me more and more and more. So, yeah, I would 459 00:36:28.150 --> 00:36:32.179 not be doing what I'm doing and as passionate about what I'm doing in my 460 00:36:32.380 --> 00:36:39.860 career if I didn't have that that constant coaching challenge and then friend as part 461 00:36:39.860 --> 00:36:44.139 of that. That's wonderful. It sounds like you're doing that with some of 462 00:36:44.179 --> 00:36:47.849 your team members as well, with kind of giving them space and and recognizing 463 00:36:47.889 --> 00:36:52.329 them for who they are and letting them grow within that. How about name 464 00:36:52.449 --> 00:36:54.610 a company that you really like, your respect for the way that they deliver 465 00:36:54.769 --> 00:36:59.530 for you as a customer? Sure other than bomb bomb, of course. 466 00:37:00.489 --> 00:37:02.639 Thank you for that. Yeah, it's been a really cool partnership. By 467 00:37:02.639 --> 00:37:06.760 the way, thank you so much for sharing, sharing the vision and allowing 468 00:37:06.800 --> 00:37:09.679 us to help you realize some of the ideas that you already developing yourself. 469 00:37:09.840 --> 00:37:13.960 But I'll let you give another one besides, Barbara. Yeah, no, 470 00:37:14.079 --> 00:37:17.829 another obviously, as CMO, there's a lot of technology in my text act 471 00:37:17.909 --> 00:37:23.429 that makes a difference, and another piece of tech that we use, where 472 00:37:23.789 --> 00:37:27.989 there's the technology, but then there's the engagement with us, is a company 473 00:37:27.989 --> 00:37:32.980 called Sixth Sense. They do predictive demand analytics, and you know that you've 474 00:37:34.019 --> 00:37:38.099 got a great relationship when you have a personal relationship with at least twenty people 475 00:37:38.099 --> 00:37:43.860 at that company. There are at least twenty people at that company that I 476 00:37:44.369 --> 00:37:49.289 have met and we maintain a relationship, from the CEO to the CMO, 477 00:37:49.489 --> 00:37:52.170 Latin cone, and actually just had a coffee talk with her this morning before 478 00:37:52.250 --> 00:37:58.130 this, and then other individuals add that company from their customer experienced team, 479 00:37:58.210 --> 00:38:01.519 their their field marketing team, their demand team. We where we have a 480 00:38:01.679 --> 00:38:08.159 great relationship and they are sharing some of their innovations with me, maybe even 481 00:38:08.199 --> 00:38:13.429 before they get to market, and I just want to say that I feel 482 00:38:13.469 --> 00:38:15.590 like I'm part of their journey as well. So big shout out to them, 483 00:38:15.949 --> 00:38:21.909 core piece of my revenue and customer experienced text act. That's great. 484 00:38:21.909 --> 00:38:23.630 It sounds like you, as a customer, are one of their marketers. 485 00:38:24.030 --> 00:38:30.019 Has as is your Buntra. Yeah, you know it's a it is. 486 00:38:30.260 --> 00:38:31.980 I mean, I wouldn't. I'm not making this stuff up. It's real 487 00:38:32.099 --> 00:38:37.980 and I off and walk the talk to so and try to emulate that back 488 00:38:37.059 --> 00:38:39.460 with my business. But yeah, I mean I couldn't do what I do 489 00:38:39.659 --> 00:38:46.650 without great partners like bombomb, like six cents and others the long tail of 490 00:38:47.050 --> 00:38:52.610 of other tech companies who go above and beyond the transaction. I love it. 491 00:38:52.690 --> 00:38:57.840 I really appreciate your perspective. Obviously I love your balance of art and 492 00:38:57.920 --> 00:39:01.599 science. I love your view of a whole brain and obviously mind body as 493 00:39:01.679 --> 00:39:05.960 well, that it's all right there. So I just really appreciate who you 494 00:39:06.039 --> 00:39:08.440 are at. I appreciate you spending time with me and if folks enjoyed this, 495 00:39:08.599 --> 00:39:12.469 and I assume that if they're listening at this moment, they enjoyed it, 496 00:39:12.510 --> 00:39:15.590 because here we all are at the end of the conversation. How could 497 00:39:15.590 --> 00:39:17.590 folks follow up with you with the premo or anywhere else that you like to 498 00:39:17.630 --> 00:39:22.590 maybe send them? Sure, I would say Linkedin is my number one platform. 499 00:39:22.829 --> 00:39:28.380 So Ed Brialt on Linkedin and then, you know, a premo is, 500 00:39:28.460 --> 00:39:32.500 you know, a premocom and we're always pumping out great content on customer 501 00:39:32.539 --> 00:39:38.650 experience, but more with a with content centricity to it. Digital Transformation, 502 00:39:39.010 --> 00:39:43.650 work management. Were now talking about the future of work and, you know, 503 00:39:44.250 --> 00:39:46.769 I think we're living in the future of work. I think the future 504 00:39:46.769 --> 00:39:51.530 of work came faster than we all thought, with, you know, working 505 00:39:51.690 --> 00:39:57.239 virtually remotely. Regardless of whatever the human situation, work continuity must go on. 506 00:39:57.920 --> 00:40:00.800 So yeah, any of those those places and I'm always up for a 507 00:40:00.800 --> 00:40:07.119 great discuss super I'll link that up at Bombombcom podcast. Thank you again, 508 00:40:07.190 --> 00:40:10.110 ed, and thank you for listening to the customer experience podcast. Thank you, 509 00:40:10.150 --> 00:40:16.190 Eathan. So Ed was kind enough to refer to rehumanize your business as 510 00:40:16.829 --> 00:40:22.539 their video guide book or the blueprint for their video success, and they're using 511 00:40:22.619 --> 00:40:28.139 video to humanize their brand, to humanize the customer experience. If you'd like 512 00:40:28.179 --> 00:40:31.699 to do the same, you can learn more about rehumanize your business by visiting 513 00:40:31.739 --> 00:40:42.690 Bombombcom Book. That's bomb Bombcom book, or you can search rehumanize your business 514 00:40:42.929 --> 00:40:46.730 at Amazon or wherever you prefer to buy books. My name is ethanviewed, 515 00:40:46.969 --> 00:40:52.760 coauthor of Rehumanize Your Business and I appreciate you listening to be tob growth. 516 00:40:54.519 --> 00:40:59.280 Is the decisionmaker for your product or service, a beb marketer. Are you 517 00:40:59.360 --> 00:41:04.750 looking to reach those buyers through the medium of podcasting? Considered becoming a cohost 518 00:41:05.070 --> 00:41:08.590 of BB growth? This show is consistently ranked as a top one hundred podcast 519 00:41:08.710 --> 00:41:13.269 in the marketing category of Apple Podcasts, and the show gets more than a 520 00:41:13.309 --> 00:41:17.510 hundred and thirtyzero downloads each month. We've already done the work of building the 521 00:41:17.579 --> 00:41:22.380 audience, so you can focus on delivering incredible content to our listeners. If 522 00:41:22.420 --> 00:41:25.780 you're interested, email logan at sweet fish mediacom.
