July 9, 2020

#CX 60: Personal Brand as the New Company Brand w/ Ed Breault

In this episode of the #CX series, Ethan Beute, Chief Evangelist at BombBomb, talks with Ed Breault, CMO at Aprimo, about humanizing your brand and delivering on your brand promise by empowering your people.

Listen to more CX conversations on Ethan's podcast, The Customer Experience Podcast by clicking through one of the following links to your favorite podcast player:

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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.