Navigating the Customer Experience

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Anyone working with customer journeys will deeply resonate with a struggle to align everyone around a shared understanding of the customer experience. As Co-Founder and CEO of TheyDo, the customer journey management solution for enterprises, Jochem van der Veer is pushing the boundaries of modern CX management, enabling true cross-team collaboration in today's increasingly virtual world.

 

Having worked in interaction and UX design for 10+ years, Jochem is well-versed in the power of truly walking in your customer’s shoes and passionate about helping companies transform towards a customer-centric way of working. His latest SaaS venture, TheyDo, is a platform that enables companies to visualize, standardize, and scale journey management so that their business goals align with customer needs.

 

Questions

 

• Could you tell us a little bit about how you got to where you are today?
• Could you tell us maybe one or two things that are key performance indicators if a company is trying to let's say, do a remap or maybe they've never done it before they're trying to figure out what is the journey of their customer? What do they want the journey to be?
• Have you found that things have changed a lot, especially in terms of customers’ expectations since the pandemic? What are some of the things that your organization is doing that helps to help organizations kind of emerge out of this global event we all had to experience.
• Could you give me an example, you can use any random industry, but just give us an example of what are some of the things that you do as an organization that can help your clients to master their customer experience and increase customer loyalty?
• Could you share with us what is the one online resource, tool, website or app that you absolutely cannot live without in your business?
• Could you share maybe one or two books that have had the biggest impact on you, it could be a book that you read a very long time ago, or even one that you've read recently, but it has had a great impact on you.
• Could you also share what's the one thing that's going on in your life right now that you're really excited about? It could be something you're working on to develop yourself or your people?
• Where can listeners find you online?
• Do you have a quote or saying that during times of adversity or challenging you tend to revert to this quote, it kind of helps to get you back on track or get you back refocus if for any reason you got derailed.

 

Highlights

 

Jochem’s Journey

 

When asked about his journey, Jochem shared that it ties into what we brought or speak about when we talk about customer experience. He has a background in interaction design, UX design and before they started TheyDo, they were consulting services, and basically helping big companies and Fortune 500 kind of like size to transform their way of work and really bring customer experience, which usually happens or was an add-on for customer service. But bring it to the front and allow everyone to see how their work impacts the customer experience and set up processes like design thinking or instill the way of working around journeys in a company so that everyone can participate in customer experience.

 

And what they noticed was there wasn't a good solution out there to turn journey maps, or insights that you got from let's say, customer service or your voice of customer programme into all your journeys and make sure that everyone could stay aligned other than journeys that are usually created as flat maps to understand part of the customer experien

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Gadi Shamia is the CEO and Co-Founder of Replicant, a conversational AI platform founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world. Prior to Replicant, Gadi helped take Talkdesk, a $10B contact centre software market leader from a seed-stage company to a Unicorn startup as its COO, and played a key role in architecting and executing its 20X growth in people and revenue.

 

Questions

 

• Could you share with our listeners a little bit about your journey?
• Can you share with us a little bit about how organizations are using AI to enhance customer experience? And have you seen that change more drastically, especially in the last 2 to 3 years?
• Could you also share with us how the intelligent voice automation is helping to improve business outcomes for companies who don't have enough manpower to keep up with demand?
• What's the one online resource, tool, website or app that you absolutely can't live without in your business?
• Could you share with us maybe one or two books that have had the biggest impact on you, it could be a book that you read a very long time ago or even listened to, or one that you have engaged with recently, but has really left a big mark on you.
• Could you also share with us what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people.
• Where can listeners find you online?
• Do you have a quote are saying that during times of adversity or challenge, you tend to revert to this quote, it kind of helps to get you back on track if for any reason you got off track, or you got derailed? Do you have one of those?

 

Highlights

 

Gadi’s Journey

 

Gadi shared that he likes this question because it gives him an opportunity to share with people that a lot of one's journey is luck, and maybe early smart decisions. But some of them in some cases no way to predict how one decision will lead to the next opportunity.

 

He got into tech as an accident actually, he studied accounting and economics. The tech industry at the time in the 90s was not really evolved actually even studying computer science was one of the easiest degrees to get to. And accounting economics management type degrees were really hard to get to at the time, really reverse from what is today.

 

And he got into tech because his university was on strike, because their tuition was increased. So, all the students went on an almost a semester long strike. And back in Tel Aviv, and a friend of his said, “Hey, you seem bored. Somebody's looking for a quality assurance person, a tech company.” He said, “I don't know what quality assurance is, don’t know exactly what tech is but let me give it a try.”

 

And he jumped in, he really liked it and they really liked him and his journey in technology really started because he was bored during a strike in university, he could have been an accountant by now.

 

And then from there one thing led to the other, joining a tech company was great, it later on split into two. I stayed was one of the two sides is a Co-Founder and build an ERP and accounting software that is still used today. It's called SAP Business One it was acquired by SAP back in 2002. Had a chance because of its acquisition to spend 6 years as senior executive at SAP. And really one thing led to the other in a way that eventually led him to do what he does today. So, some luck, some hard choices, some easy choices, and you can find yourself in a great career.

 

Organizations Using AI to Enhance C

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Stuart Leo is the founder and CEO of Waymaker.io – an intelligent business management platform that helps leaders build a better business in 30 days.

 

Stuart is a global thinker in strategy, systems and leadership development. As a founder of Waymaker.io, he has led the creation of Waymaker’s Leadership Curve - a revolutionary way of building clarity, alignment and remarkable results for any organization.

 

Questions

• Could you take maybe one or two minutes just to kind of share with us a little bit about your journey, even though I did read a very short piece on you, it's good when we ask our guests to express in their own words, how they got to where they are today.
• What are three keys to growth for any organization?
• Now, strategy is very important for business. Why do you think for some businesses strategy tends to be confusing? And how can leaders become more strategic in their decision making?
• Could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business?
• Could you share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read or listen to many years ago or even one that you've engaged with recently.
• Could you share with us what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people.
• Where can listeners find you online?
• Do you have a quote are saying that during times of adversity or challenge, you will tend to revert to this quote, it kind of helps to get you back on track if for any reason you got derailed or you got off track.

 

Highlights

 

Stuart’s Journey

 

Stuart shared that the journey is much like many other startup founders. He loves business, he loves working with people. He loves serving others in business, that's why we all do what we do. And for a very long time, he worked in corporate life and jumped out of corporate life to get out and do his own thing as you always are inspired to do.

 

And then for about 10 years he ran a consulting company, working in strategy and brand and sales tech and mar tech. And obviously, customer experience was a huge component of that. And then, along the way, they started seeing and observing problems that their clients would have, that they realized could be best solved with some software, as opposed to just some advisory services.

 

And so, they ended up pivoting which is always a fun journey, and developing a platform they call Waymaker.io, which at the end of the day is there to help you build a better business, and they help people get unstuck in their business, they help people find breakthrough and they help leaders put the leadership and management operating systems in place so that they can step back from their business and enjoy all the things that their business should provide them in terms of lifestyle and freedom.

 

So, a very traditional way of doing a startup, the more he listened to other startup founders, everybody comes from another business, you see a problem and you jump in, and you want to get in there and solve it. And that's really his journey.

 

Three Keys for the Growth of any Organization

 

When asked what are the three keys to growth to any organization, Stuart shared that number one, you must, must be clear on the problem you're solving and if you're not, then you would have lost focus. So number one, what is the problem we're solving, and that is the ultimate underlying purpose of the

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Jose Herrera is the CEO and co-founder of a Horatio, a Customer Experience company for today's fast-growing brands. Jose sets the strategic vision of Horatio and leads all growth, sales, and marketing efforts for the company.

 

Prior to founding Horatio, Jose was the Vice President at Morgan Stanley, overseeing the Latin American Investment Management institutional sales group. Originally hailing from the Dominican Republic, Jose and his two co-founders, Alex Ross, and Jared Karson, were inspired to create a company that provides tech-enabled customer support for North America's biggest brands while also creating opportunities locally on Jose's native island.

 

In 2021, Jose was named by Forbes Magazine on the Next 1000 list of today's entrepreneurs, redefining the American dream.

 

Questions

• Can you share with us in your own words, a little bit about your journey and how you got to where you are today. So, could you share that with us?
• Could you share with us a little bit about Horatio? And what Horatio does? What are some of the brands that you support? And is it industry specific? Or do you cut across all different industries?
• What are customers’ expectations now in terms of a company or a brand’s response time?
• What are maybe two or three other key performance indicators that you think are critical for a company to truly attract customers that will remain loyal to them?
• In your opinion, do you think if your satisfaction score is high that that guarantees the customer will remain loyal to you?
• Now, could you share with us Jose, what's the one online resource, tool, website or app that you absolutely can't live without you in your business?
• Could you also share with our listeners maybe one or two books that have had the biggest impact on you? It could be a book that you read recently, or maybe one that you read a very long time ago, but it still has a very big impact on you.
• Could you also share with us maybe one or two emerging trends that you see in customer experience for 2022 and beyond? Anything that you think is coming up that you think brands need to definitely pay attention to?
• Could you also share with us what's one thing that's going on in your life right now that you're really excited about? It could be something you're working on to develop yourself or your people.
• Where can listeners find you online?
• Do you have a quote or a saying that during times of adversity or challenge, you will tend to revert to this quote? It kind of helps to get you back on track or get you back refocused.

Highlights

 

Jose’s Journey

 

Jose shared that he grew up in the Dominican Republic, and he pursued his undergraduate career in the United States. And after he graduated from college, he spent almost 10 years in the financial services industry. And he then pursued my MBA at Columbia Business School, which is where he met his co-founders, Alex and Jared. And after they graduated from Columbia Business School, they started Horatio as a way for them to, number one, generate meaningful job opportunities and improve the working conditions of the Dominican Republic, which is where he grew up, and also redefine what it means to provide an amazing customer experience working with some of the fastest growing e-commerce companies in the world.

 

What is Horatio and the Brands That Horatio Supports?

 

Jose shared that Horatio mainly provides omnichannel customer support across chat, email, SMS and social platforms. And they integrate the latest technologies to provide that service on behalf of t

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Welcome to navigating the customer experience, Happy International Women's Day 2022.   We have been podcasting for almost 6 years, and we are already 158 episodes in, like, Wow. Thank you so much to every one of our listeners that has ever taken the time to listen to our podcast. And we really hope that you are able to get some value out of our conversations.

 

Today, I want to spend a little time and talk about a few customer experience trends for 2022. Let's first begin by defining what our customer experience is. The term customer experience describes a customer's overall impression of your business throughout the course of their customer journey. From first discovering your brand to using a purchased product or service.

 

There are many strategies a business needs to invest in to create fantastic customer experiences. These of course may include offering stellar customer service, driving proactive customer engagement and building positive customer relations, solving your customers problems and issues and communicating with them often. All of these things can potentially be brand differentiators for customers in their own right.

 

Now, some big ticket item trends that we have seen emerging and developing further in 2022 and beyond include:

 

• Social Media as a Primary Service Channel - Social media platforms like Facebook, Instagram and LinkedIn have become vital elements of the customer journey. A 2019 survey revealed that 85% of contact centre leaders say that social media is a simplest way to support customers. Customers are increasingly discovering brands, browsing products and making buying decisions on social media. As a result, they expect to be able to ask questions and get help on the same channels. However, in 2021, only 14% of consumers strongly agreed that companies are effectively combining newer channels such as social, digital and mobile and traditional ones like email, telephone, paper mail to provide a positive customer experience. Many companies may be struggling to bring the same standard of service to yet another channel. But as I've mentioned before, social media represents one of the most effective channels to provide your customers with timely and easily accessible support. In 2022, it's definitely worth prioritizing your social media as part of your omnichannel service strategy.

 

• Abundant Self-Service Options for Customers - Many customers do their own research, conduct their own analysis, and many times may even proceed to purchase even without speaking directly with a representative from a company…. you may ask WHY? People enjoy serving themselves, and this allows them to be in control of their experiences and control the pace. A Harvard Business Review found that a whopping 88% of U.S customers expect organizations to offer a self-service support portal. Things like this may include an FAQ page (frequently asked questions), chatbots or even a comprehensive knowledge base. In addition to meeting these customer expectations, providing robust self-service tools reduces the burden on your customer support team. With the right resources, customers are empowered to successfully solve their enquiries, often in less time than a representative can. And of course, this will free up your customer service team to focus on more complex and hands on items or issues with customers.

 

• Increased Communication - According to Salesforce, 84% of customers say the experience a company provides is as important as its products and services. And two- thirds of customers say they're willing to pay more for a better customer experience. One way to deliver on this expectation is to use customer service automation. Automated customer service tools powered by machine learning and artificial intelligence are excellent for improving the spe

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Adele Spraggon is an award winning author, a thought leader and an international speaker and trainer. She has been awarded 2020, Woman of Inspiration Award and in 2021, she was recognized as a Top Behavioural Expert of the Year. Her book Shift: 4 Steps to Personal Empowerment has won three awards and is sweeping the globe, transforming how people are setting and achieving their goals. After decades of feeling stuck in patterns of procrastination, avoidance and quitting, all of which had her living her life below her fullest potential.

 

Adele set out on a journey of discovery and learning.

Her inquiry?

Why the personal and professional methodologies she was following did not work for her. The result is a creation of her proprietary 4 Step Repatterning Technique, which she delivers through a member portal called the Pattern Maker Hub. Today, she supports thousands globally to achieve extraordinary levels of happiness, peace of mind, prosperity, goal-achievement, and life fulfilment.

 

Questions

• Could you share a little bit about your journey?
• Could you share with us how your brain is making decisions on your behalf and how to change your underlying decision-making patterns so that you can achieve any goal that you set for yourself.
• How do you change your brain to kind of just reallocate how it is that you approach that activity?
• What do you think is the root cause for stress, anxiety and overwhelm? And if you're looking at your situations, and you're looking in the wrong place, could the solution be found in our brain patterns? And how do we tap into that?
• Could you share with us what is the one online resource, tool, website or app that you absolutely cannot live without in your business?
• What are maybe one or two books that you could recommend? It could be a book that you read recently, or even one that you've read a very long time ago, but it's definitely still had a very big impact on you.
• Now, we have a lot of listeners who are business owners and managers who feel they have great products and services, but they lack the constantly motivated human capital. And if the people aren't motivated, of course, you know the quality of service is going to be diminished. If you were sitting across the table from that person, what's the one piece of advice that you would give them to have a successful business?
• Can you also share with us what's the one thing that's going on in your life right now that you are really excited about, it could be something that you're working on to develop yourself or your people.
• Where can listeners find you online?
• Do you have a quote or a saying that during times of adversity or challenge, you will tend to revert to this quote, it kind of helps to maybe get you back on track or get you refocused if for any reason you got derailed.

 

Highlights

 

Adele’s Journey

 

Adele shared that her background is Personal Development. She has been in that field for over 35 years now. But an interesting thing was happening in the first 15 or so years of those. She was a lead coach at one of the leading top personal development industry corporations. And at the same time, she was really, really struggling to achieve her goals, she had a terrible pattern of quitting. So, she would quit things each and every time. And she also had a very high level of anxiety. And despite following all the personal development methodologies that she was teaching and had been taught, she stayed inside myself. So, she really felt like an imposter, which many people fe

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Aaron Thompson is a Chief Revenue Officer at SuccessCOACHING, the leading provider of Customer Success training and education. He is a connector, educator and public speaker with over 20 years experience helping companies improve retention rates, increase recurring revenue and recoup customer acquisition costs. Aaron enjoys skiing, kayaking and golfing with his family and friends.

 

Questions

 

• Could you share with us a little bit about your journey?
• What customer experience is and then what customer outcomes are and maybe give us a practical example of that.
• Could you maybe share with us maybe one or two drivers that you think can help organizations to try and stay ahead of the curve as it relates to anything that may be impacting them as a result of the pandemic?
• Could you share with us what's the one online resource, tool, website or app that you absolutely cannot live without in your business?
• Could you also share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read a very long time ago, or even one that you've read recently that has impacted you.
• Where can listeners find you online?
• Do you have a quote or saying that during times of adversity or challenge, you'll tend to revert to this quote; it kind of helps to keep you on track or get you back on track if for any reason you got derailed. Do you have one of those?

 

Highlights

 

Aaron’s Journey

 

Aaron shared that every job he’s had his entire life has been customer facing. The first job he had was working at a health club, helping the members check in as they came in the front door, cleaning the club, etc. And he had a job all the way through high school, all the way through college, all customer facing in different regards, call centers, customer service, little retail here and there. And then about 36 years old, he actually got laid off for the first time in his career. And he had been down a technical track as a software programmer, he had been an implementation consultant, he had been a trainer and instructional designer and most recently was working in customer support at a SaaS company and they laid off about 100 people.

 

And for the first time he found himself without a job and he didn't know what he would do next. And so, he started looking at other kind of pivots in his career and thought maybe he would go into a sales track, he looked back into kind of the technical side. And long story short, there was this company in Portland, Oregon, where he’s based that was looking for a new Head of Customer Success, that was going to be tasked with fixing the churn problem. See, they had a 40% year over year churn rate. And obviously, that was preventing them from growing. And so, they wanted to bring someone in to fix that hole in the bucket. And with his support background, he was able to get that job. And he tells this story when he does my classes now and his certifications in customer success.

 

His first day as the Head of Customer Success, he came in and again, he’s tasked with fixing this churn problem. And he thinks he knows what customer success is at this point, it's like support on steroids or kind of account management 2.0.

 

And he came in on day one as the head of CS and he thinks, “Well, you know, what I've never actually Googled “What is customer success?” And long story short, he finds the industry, the technology players, the books, the authors, Jeanne Bliss and CCO 2.0 is really critical at the beginning of his development, of his strategy. And so, in a 12 month window, he was able to go and create his own customer success strategy, implement that stra

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During the Iranian Revolution of 1978, Shaahin's family had to escape to survive and ended up finally migrating to Los Angeles, California. At 15 years old Shaahin left home with nothing but the clothes on his back and created over a BILLION dollars in revenue by inventing the legendary smart drug known as Herbal Ecstacy. These childhood experiences had a major impact on his perspective of freedom, hard work and entrepreneurship. Later Shaahin went on to invent Digital Vaporization (the forerunner to today's vapes) and start a number of successful businesses with a couple of notable failures.

 

Today, he is the Founder and CEO of Accelerated intelligence Inc, a major Amazon FBA seller with millions in sales, the lead coach at Amazon Mastery where he teaches entrepreneurs how to CRUSH IT! on the Amazon platform and an active YouTube creator.

 

Shaahin is considered one of the leading global minds on what's next in e-commerce, Amazon and the internet. He is described as the “Willy Wonka of Generation X” by the London Observer and Newsweek and is one of the most forward thinkers in business - with his Amazon Mastery Course he acutely recognizes trends and patterns early on the Amazon platform to help others understand how these shifts impact markets and consumer behaviour.

 

Questions

 

• Could you share in your own words, a little bit about your journey and how it is that you got to where you are today?
• Could you share with our listeners for those persons who may be new to this whole Amazon reselling? What are some key things that need to be present for you to be successful in this channel?
• So, tell us a little bit about the book Billion.
• What are some things maybe that you've experienced that has helped to kind of manage the customer experience because that does form parts of the customer journey when their expectation is x, but the actual experience is y, how do you go around that? How do you navigate that to kind of come up with still a very good experience?
• Could you also share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business?
• Could you also share with us what are one or two books that have had the biggest impact on you? It could be a book that you read a very long time ago or even one that you read recently that has left impressionable mark on you.
• Could you share with us what's one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people.
• Where can listeners find you online?
• Do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote? It kind of helps to get you back on track or get you refocused if for any reason you got derailed. Do you have one of those?
•  

 

Highlights

 

Shaahin’s Journey

 

Shaahin shared that they moved to the United States as refugees, political refugees in the 1980s. By the time he was 15, he had started his first business, he left home, left family, no friends, basically sleeping in abandoned buildings, abandoned cars, trying to figure out what to do with himself. He got involved in the electronic music scene, he found a mentor and he invented an alternative to a drug that was very popular at that time called Ecstasy. It became a global phenomenon and by the time he was still in his teens with a grade school education, he had 200 employees, and it created over a billion dollars in revenue.

 

And so, he had 200 employees working for him, he had a lot of customer service people, he knows it's a show about customer service, he knows a lot about that.

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Jeff Rosenblum is a co founder of Questus, a digital advertising agency that has worked with many of the world's most influential brands, including American Express, Apple, Capital One, Disney, The NFL, Samsung, Starbucks, Universal, Wyndham and Verizon. Jeff created a groundbreaking documentary about the advertising revolution called The Naked Brand and the book Friction which explained how passion brands are built.

 

Jeff has lectured at some of the top universities in the world, including Yale, Cornell, Columbia, and the London Business School. He has won some of advertising’s most prestigious awards, and presented at many of the industry's largest conferences.

 

Questions

 

• Could you share with us a little bit about your journey?
• Your Book Exponential, could you tell us a little bit about what the book is about? Who is the book geared towards helping and what do you mean by empowering? And what do you mean by interrupting?
• What does empowerment really mean in practical steps or practical implementation? When you say you employ your team members, what does that look like? Could you give us maybe one or two examples?
• How do factors like culture and transparency help companies to build exponential growth?
• You mentioned that there are multiple channels that exist nowadays. Let's say a brand is looking to be present on all channels, but they just don't have the resources to be active on all channels. What would your recommendation be to them?
• Could you share with our listeners what is the one online resource, tool, website or app that you absolutely cannot live without in your business?
• Could you also share with our listeners maybe one or two books that have had the biggest impact on you? It could be a book that you read a very long time ago, or even one that you read recently. But it definitely has left an impressionable mark on you.
• What's one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people.
• Where can listeners find you online if they wanted to follow your journey or even to get in contact with you?
• Do you have a quote or saying that during times of adversity or challenge, you'll tend to revert to this quote; it kind of helps to get you refocused or get you back on track if for any reason you get derailed.

 

Highlights

 

Jeff’s Journey

 

Jeff shared that he took a pretty unique path to where he’s at, he didn't necessarily go to some of the finest educational institutions in the world, he was a pretty crappy college student, to be honest with you. And when he graduated school, he had to beg his way into an internship at a research company and they gave him a three month shot and he applied a philosophy that he continued to apply every single day now three decades later, which is “First one in, last one out, every day.” First one in, last one out.

 

So eventually, that internship turned into a full time job and this was around the birth of the internet. And as a researcher, his job was to collect data and they had very traditional ways of collecting that data, it was through the mail and through the mall surveys and phone surveys, in focus groups. And his job was to figure out how he can collect the highest quality data possible at the lowest price. And then when the internet came along, he had this crazy idea, which was why can't we start collecting all of that data through the internet, which seems grossly obvious now. But really, nobody was doing it at that time, or very few people were doing it at that time.

 

So, he

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Ethan Beute is the Chief Evangelist at BombBomb and he is a co-author of Rehumanize Your Business and of Human-Centered Communication, his newest book. He is also the host of The Customer Experience Podcast. Ethan Beute has spent the past decade helping business professionals be more personal and human through simple video messages.

 

Questions

 

• Could you share with our listeners, those who have not tapped into your awesomeness as yet, a little bit about your journey, how it is that you got to where you are today?
• Could you share with us maybe, I would say the main pillars that that book is built on? Who is the book for? What is the book about? And how can it really help you to up your customer service game?
• What does a company need to be to be customer obsessed and cult followed that people want to follow that brand? How can you really get your customers to want to be intrinsically loyal to you?
• Are there maybe two or three indicators as a representative or a manager or an employee in an organization that will kind of guide you to know that you're truly connecting with someone?
• Could you share with me why video is so impactful? How does it work? And what kinds of messages can you give with a video? Is it only for tutorial based kinds of conversations? Or can it just be simple responses and messages instead of actually written communication?
• Can you share with us what's the one online resource, tool, website or app that you absolutely can't live without and your business?
• Could you also share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read a very long time ago, or even one that you've read recently that has left somewhat of a memory or good memory or an impact on you?
• Could you share with us what's one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people?
• Where can listeners find you online?
• Do you have a quote or saying that during times of adversity or challenge, you will tend to revert to this quote; it kind of helps to get you back on track or keep you refocused.

 

Highlights

 

Ethan’s Journey

 

Ethan shared that he built a career in local television, so he ran local marketing teams inside local TV stations like your local ABC, or NBC or Fox station, in Grand Rapids, Michigan, in Chicago, and out here where he is now in Colorado Springs, Colorado. And he was kind of bored of the work; he had been doing it for some time. And so, he started doing project work with a variety of different people that he knew, including the two co-founders of BombBomb and he just really liked what they were up to, he thought it was interesting. And so, he joined them as the first and only marketer over a decade ago as you were kind enough to mention in the introduction.

 

And in that time, just the growth in team size, customer base, revenue, it's been this dramatic journey of transformation and that's been happening at the same time that he’s been really in a front row seat of this movement to replace some of what is typically faceless typed out text, think about emails, social messages, text messages, Slack messages, all this faceless typed out texts that we rely on every day, replacing some of that with simple personal video messag