🎤🎞️ “The one with the CX marriage officiant” with Nate Brown, Co-founder CX Accelerator in CX Passport Episode 139🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:34 Why does community matter?
4:10 Launching the CX Accelerator community
6:15 Selectivity and diversity in community
7:45 Community as the next sales marketing
10:15 CX community solving loneliness epidemic
15:35 Starting a career on the customer front line
22:19 1st Class Lounge
25:45 Nate’s style!
27:25 Authentic Voice of the Customer value
33:00 Contact info and closing
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Episode resources:
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TRANSCRIPT
Nate Brown: 0:00
I consider that customer service role to be like a mini marriage officiant because you have to know the customer intimately in terms of what they actually want, not what they said. Not the question they asked what they actually want.
Rick Denton: 0:19
You're listening to CX Passport, the show about creating great customer experiences with a dash of travel talk. Each episode we’ll talk with our guests about great CX, travel...and just like the best journeys, explore new directions we never anticipated. I'm your host Rick Denton. I believe the best meals are served outside and require a passport. Let's get going. Sometimes when you sit down to write an intro for someone who is so visible, so present in the customer experience community so vibrant and style and content, you feel almost blank. What could I say that isn't already widely known. Now, you've probably already seen him on stage or videos of him on stage, you've seen his insight shared in videos across LinkedIn. You've either envied or been amazed at his fashion sense, but you most certainly have not ignored it. For those of us in the CX community, especially if you're part of the great CX accelerator community, you may already know who joins us today. Y'all just don't know how excited I am to introduce today's guest, Nate Brown, co founder of CX accelerator builder, CX community and share of CX wisdom. Okay, I know y'all know, some of the more visible CX voices out there and may think, yeah, style energy charisma. Great. But what about the actual CX chops? What experience are you bringing to the table? That's something I appreciate about Nate, this isn't just theory, when your career started as a Customer Support Specialist, and then grew up in CX roles, from there, you've lived the front lines, you know, what creates good customer experience, both in the moment with the customer. And the supporting tools, processes, systems and culture that are required to make it go? This is the real deal. Today we are in presence of CX greatness, Nate, welcome to CX passport.
Nate Brown: 2:22
Oh, goodness, Rick, I'm over. You're blushing big time. That was that was quite an intro. I love the show. Love you. It is an absolute pleasure to be here. So hello, everybody, let's let's take a little CX journey together today.
Rick Denton: 2:34
Let's let's do that. And let's start in a space that's particularly special to you. I talked about CX accelerator, right? It's a community. Now community is that word that's been thrown around so casually. And it's a word, a theme and a focus that it's so important to you, as you see it vital to business and personal success.
Nate Brown: 2:53
I'm so excited to answer that I, you know, I was a lonely CX professional in my first CX role, Rick, you know, and I was struggling to find community inside of my own company, right? I mean, us as CX professional, we're just giving, giving, giving. And we often think about things differently than folks in terms of knower, we're fostering an experience we're serving, whereas others, you know, generally generally are going to view things are a little bit more of a selfish lens, perhaps, or like an in the box type of thinking of, we have to do this for our organization, whereas the CX Pro is often going to be thinking well outside of that box, terms of how can we how can we make the world a better place through the mission of this organization? How can we create experiences that are going to make make people's lives better and easier. So the conviction of that, you know, can be somewhat overwhelming. And, and so having having a community of folks, especially when doing this work, as we overflow with that purpose, and that excitement, it's critical, so you know, in, in that role, you know, being kind of lonely in that work, and then having folks that felt the same way, and we just jumped into Slack together. I mean, it was as simple as that. And just started bringing folks in that were that had that same heartbeat, and that same desire. And now we've got like, just over as, as of last week, just over 4000 Folks, that oh, my gosh, I know, that walk about
Rick Denton: 4:17
from starting feeling lonely, or whatever. Well, let's, let's actually jump there. I was thinking about asking you about community, the context of business, but I want to go back to the CX accelerate, because when you're talking about a story like that, that you're feeling, hey, this kind of lonely as a CX guy in my own company. And I want to now you're at 4000. At, aside from kind of that inspiration, walk me through how did you go about doing this? Because I know there's a lot of energy around the word community these days. So for those that might want to create a community in their own space, if you're CX join CX accelerator, but in your own space somewhere else, do you you know, how would you go about doing that? What are some of the stories, maybe some of the good stories, but even some bumps that you experienced along the way when you were creating CX accelerator?
Nate Brown: 4:57
There are some great resources out there the first First thing I would do, and I had my whole CX accelerator leadership team go through a book called belonging to the brand by Mark Schaefer. And it's a brand new resource. This is not something I had back in 2018, when we started CX accelerator. But what we did have, and what's still a great resource today is the Community Roundtable. So actually went and got certified as a community manager through through the Community Roundtable, there's so much back channeling, there's so much community hygiene that you don't think about, that's required in order to set up a great, great culture inside of the community. I mean, think about as an example, just give you a quick example. You don't, you don't set up a community and invite the whole world into it. You set up a community and you invite specific people there that are going to emulate the culture that you want to have, and the type of interactions you want to have. You foster that. And you establish that in this private campfire space, then as you as you earn that, you start to invite people in, and you would be amazed how they pick up the vibe, they pick up the culture, and they start to fit it. And then it just scales, but you still have the heart of it. And folks that would have come in with a totally different impression, and a totally different purpose in terms of their involvement in the community suddenly look around. And they're like, oh, that's what this place is. And that's what I can see here. And it's just awesome how that works.
Rick Denton: 6:29
Did you so I'm thinking about that, because there's an element of so the selectivity aspect of it. It's not just a hey, let's just create a community and people come hang out because you were being particularly purposely selective at the beginning to ensure that culture, how did you how did you balance that? selectivity? With not wanting to live inside of an echo chamber creating a culture but not a culture? That is just a culture of Nate Brown's How did you go about that?
Nate Brown: 6:58
Well, doing it with others. So I mean, from the beginning, it was not the Nate brown show. gerrae walk in Ginny Dipsy? Royce good person in Rome. Yeah. Hey, Chapman, that that was the original, just incredible group of facilitators of CX accelerator. Together, we created that atmosphere in that culture that was so inclusive in so helpful, there's no way I could have done that by myself. No way.
Your CX Passport Captain: 7:26
This is your captain speaking. I want to thank you for listening to CX Passport today. We’ve now reached our cruising altitude so I’ll turn that seatbelt sign off. <ding> While you’re getting comfortable, hit that Follow or Subscribe button in your favorite podcast app so you never miss an episode. I’d love it if you’d tell a friend about CX Passport and leave a review so that others can discover the show as well. Now, sit back and enjoy the rest of the episode.
Rick Denton: 7:53
That's awesome. And I actually didn't know who the OG was. So that's kind of cool for me to learn that. Because I don't know how I slipped in the velvet rope, I must have been one of those that kind of snuck in the stage. Or I said, Hey, I'm just a roadie loading equipment in and then suddenly, I'll let me stick around for the show. But it has been a great source of my education and the like. And I do want to talk more about that. Can I Can I go back to that sense of just general community. And the idea of you have found it to be particularly important, even setting up kind of a business approach around community for businesses. And I've heard you say that community is actually the future of sales marketing, actually could use some help kind of you I know the phrase, but I could use some help sort of expanding on that. What do you mean by that? Why should a company prioritize community for their sales marketing?
Nate Brown: 8:42
Yeah, it was Mark Schaefer who said that he believes community is the first great and the last great marketing strategy. So it's so essentially the future of marketing. And I kind of tacked on CX, which, which I believe is such a critical extension of that idea of the fulfillment of the brand promise, which ultimately comes from marketing. So But back to your original question, the wreck I mean, yeah, community, right. So we just had the US Surgeon General, released the epidemic of loneliness report, which is, oh, my gosh, you share up really go look at it. And it's so sad, and it's mind blowing, but it answers so many questions about why our society is the way that it is right now. And why our customers behave in certain ways, and why our employees are behaving in certain ways. In other words, you can't do the work of CX ignorant to this reality of the epidemic of loneliness. So people are desperate for meaningful connection and meaningful community. It literally says that in the report, as something we need to do as the cure together is cultivate meaningful community. So who better than that? Then CX professionals, who again, going back to the original conversation that we had, Rick, I mean, we have that heart for the As we have that overflow of passion and excitement of the fulfillment of our brand promise, we are selfless in our ability to serve outward and pull people in in a way that others may not be able to do. So it's the burden, the opportunity is ours, more than more than just about anybody else. So I see this as a huge call to action and in something that should get us fired up and add some urgency to the work as we come into 2024. Not only can we secure the future of the business, but we can be a part of helping society out of one of the greatest epidemics that exist right now.
Rick Denton: 10:39
I'm, I'm hoping that Riverside adequately puts my picture and picture up there, my jaw was dropping when you were talking about that. First of all, I didn't expect to hear the Surgeon General as a part of this conversation, in customer experience, but I had never thought of it that way. We tend to talk about all of the usual things around customer experience. But that customer experience and customer experience professionals doing something to help solve an actual epidemic of loneliness is stunning. Now, if I'm a cold hearted CFO, and I don't like people, CFOs are wonderful, right? I have plenty of friends who are the CFO. So all teasing aside, right, but they have a role, and it's a focus role on growth and revenue and the finances. So it's one thing to say we're solving an epidemic of loneliness. But yeah, why does that matter to a business? Why does a business care about community solving an epidemic of loneliness, in translation to business results?
Nate Brown: 11:34
It's fascinating to me, Rick, how we were so stuck, it feels like a CX professionals on this idea of proving our own value. Because it's just not happening in the way that it needs to. I mean, Forrester had some very compelling research on this recently, and has many other analysts that are really predicting, hey, if we as CX professionals don't start to do a better job in this area of proving the value of this work, we're gonna see CX initiatives defunded. We're gonna see those C suite costs chief customer office are titled start to disappear. It's, it's a scary time, you know, we're at a bit of a precipice here. So so how do we secure the future of this work and improve the value of what we're doing? Well, it to me, the wrestling match is all about timing. I mean, any CFO in any executive knows that the customer is ultimately the one that's sustaining the business. They're the ones that are paving the way to future success. But where we get addicted, is the short term, the extrapolation of short term revenue versus long term customer partnership. And I think good businesses are the ones that have the patients that have the maturity that have the customer centric focus, to think beyond this year, to think beyond this quarter, to think about beyond that short term extension of revenue, to how can we fulfill our brand promise really well, and earn the right over time to grow this thing? I love how Jeanne bliss talks about the customer as the greatest asset. And so you're, you're scaling that asset up? You're growing it through intelligent decision making? And you're asking that question quarterly of are we growing our greatest asset? Yes or no. And there's that metric, the customer growth engine, looking at that customer growth engine, instead of looking at that one revenue metric for the quarter. Yeah, and making decisions based on that you're gonna ruin long term customer relationships with that type of thinking. And that's what that's what ultimately most most businesses get caught up in. They know CX is the answer. But can they do they have the patience? Do they have the maturity? Do they have the freedom even because they might be acting based on forces far beyond them, and in our revenue, quarterly shareholder models that, that hold us hostage in so many cases, they might not have the freedom to do the right thing for the customer?
Rick Denton: 14:03
You know, and it's tying that back to the discussion around community. Well, first of all, wait, hang on, timeout. Preach brother preach. You certainly have a an aligned advocate in me, of course, right. And I'm biased. I'm in the CX world, right? Yeah. I actually, there's times that I think you know what, we need to come up with new brand, because CX has had some elements of branding failure of our own, that we haven't delivered on to our brand promise. And so it might be time to just come up with a new concept. beyond the scope of what I can think of right now. CX is just easier to talk about as a name. That idea of community really seems like that would be a way to help a company get past some of that short term thinking, if there is a built in community of customers that are supporting your brand. And Nate, I was back in the days that I was working for JC Penney, like 1520 years ago, there were these concepts of community now it was Around style was around design, it was around those sorts of things, but helping inform the brand on what sort of clothing to offer and, and what works in my, my women's suits versus my casual wear all that sort of thing. So community has been important to allowing your business to know what the customer said, and then be able to do something with it, that taking it beyond and being able to use it as something that enables encourages, informs a company to go beyond that short term thinking has to be an element of why community is so important and why you feel it's a part of sales, marketing and what that means. And it's something that I think as perhaps informed your sense of customers informed this idea of community, but really just, I spoke of those customer experience chops. Right. And when you're working on the frontline, you are there at the epicenter of customer experience creation. Tell me if you can think back to those days when you were that frontline, customer contact person? How was that informing you today? How do you take those specific experiences and use that to influence you and allow you to influence the businesses that you work with today?
Nate Brown: 16:06
Yeah, I mean, it's all about psychology and intrinsic motivation, right? I mean, putting myself back into that day, but I apologize, I did not answer your community question properly there at all. Let me let me flip back really fast to that. There are specific things when we use that that word community, there is a science to this. And great brands are thinking about how can we co create alongside our customers? How can we take our brand promise our brand core, the thing that we're looking to do, the promise that we're making out into the world, in terms of this is the way we're serving you people? How do we not just continue to serve outward and push that upon people, but invite them into a specific digital community mechanism that allows us to get meaningful, robust voice of customer feedback that allows us to try and experiment and innovate, that allows us to have customer supporting customers, and to be getting a sense of identity around that brand purpose in a way that we could not do unless we invite our customers truly in. So this is not for every brand. But for a lot of brands that want to have a community based sales and marketing and experiential strategy. Think it think about how you can morphed that idea of not just giving outward to the customer all the time, but actually inviting them into a layer of co creation. And I'd love to talk through specifically what that could look like. But to to fast forward to that question around going back to the frontline days. Yeah, it was awesome. I love that job. You know, I originally was selling postage meters on the streets of Jacksonville, Florida and getting kicked out of strip malls all day. So when I got put
Rick Denton: 17:47
Can I pause for a second, I need my brain to wrap a little bit around what you just said, postage meters are you were you walking around with postage meters out of a bag.
Nate Brown: 17:57
I mean, I had the briefcase of pamphlets, oh, my god, features of the postman, you really
Rick Denton: 18:04
did live the front line, holy cow,
Nate Brown: 18:07
I live the life I love the college that I went to. And it was an amazing place. Not exactly the kind of place you Launch out into a great business career. So let's just say I took what I could get. And I'm thankful for that because I had to fight through. And it was the whole I mean, it was dialing for dollars. You know, in the morning, I would spend eight to 11 cold calling everything in my territory and trying to drum up something. And then the afternoon you had to be out you had to be out knocking on doors. And it was you know, the statistics game and the different things and you're trying to find techniques that would actually get you into a conversation with folks. And it was awful. For me, but then But then you had a few folks out there that had a postage meter. And so the job was, hey, how can we extend our partnership with this? How can we maximize value here, and I loved I loved that. So the next job that I took was in that customer service type of capacity. And I mean, I fell in love with it immediately. It was just awesome.
Rick Denton: 19:09
I can imagine I you can hear the hesitation in even reframing the next thought because I'm still imagining you walking the streets and doing because that is such a very difficult and hard aspect but giving you that heart for Okay, they've got this relationship, how can we extend that that sort of thing, taking that into that customer service space? Okay, so you're there, you're now and you're you're you're engaging with the customer helping resolve challenges or whatever the specifics of that role was taken. Take that Nate, and let that Nate talk to this. Nate, what did you learn from that Nate that you're using today?
Nate Brown: 19:46
I mean, it would be so hard to be a customer service leader. And in many ways, a CX leader without having truly been in that position as an agent, like a contact center. are ancient. And there's many paths to this work. But I'm just saying like that is one where you get so much context about the type of interactions that are really good and really helpful, versus the ones that just aren't. And I mean it, you just got to learn so much in that role. I mean, I consider that customer service role to be like a mini marriage officiant because you have to know the customer intimately in terms of what they actually want, not what they said, not the question, they asked what they actually want, because you have to guide them to where they're trying to go when they don't have the language to use. So you've got to you've got that whole part of the equation. Then the other half is your is your incompetent business that you represent that has data trapped in 464, custom applications, their processes are an absolute disaster, something just came out from marketing last week, it hasn't actually been created yet. And like you, you customer service professional, have to take this customer that is generally clueless, this business that is often equally as clueless, you have to make a reality happen, you have to marry them together in this interaction. So you know, the customer and the business better than anybody, if you can be successful in that work. And you learn so much about the psychology of the customer, and of the agent, what makes them happy in that role. I mean, it's a curiosity inducer, it's a giant Rubik's Cube, if the work is made fun if it's done well, if you allow your agents to do more than just take tickets, but engage them to solve problems and be a part of change management and a part of the evolution of the business because of the way that they learn so much because of their role as a marriage officiant they should be part of that strategic conversation. I'm not saying lead it, but like have more of a voice at the table and, and being able to do more than take tickets. And so I mean that that mentality that I gained in those critical years is still very much with me today. And I love being an agent advocate. And I feel like I still have an understanding of what makes a great customer interaction separate from one that does not hit the mark
Rick Denton: 22:19
oh man made for thinking about that, what you've learned there and as that customer service agent, and certainly the sales role that we were describing, all of that is exhausting. I do love the term. I think you even said the mini marriage officiant but the CX marriage officiant This is brilliant. I love it. I would imagine that there have been many times when you have been in that role that you were exhausted and you would love to take a break just like when travel is long. And it's nice to have a little break. So I invite you to join me here. Little change of pace. We're joined me here in the first class lounge we'll move quickly here and have a little bit of fun. What is a dream travel location from your past?
Nate Brown: 22:59
Oh, goodness. It put me on a cruise boat. All I want to do is play Beach Boys cover songs and play pickleball
Rick Denton: 23:08
all I want to do is play Beach Boys cover ball and play pickleball got it. Oh my gosh, this is a neat, there's something I want to talk to you and so we'll talk about that after the episode because I think I got a path for you there. So okay, so as you're thinking about that from your past, and some of you've enjoyed it, the answer may be the same. What is a dream travel vacation you've not been to yet? Oh gosh,
Nate Brown: 23:29
Hawaii, Hawaii, for sure. Yeah, I just looks absolutely beautiful. I love the mountains. And I love the ocean. So anywhere that's really fun and exciting and safe that has both of those things together. Count me in
Rick Denton: 23:42
great place. Great choice for that. Absolutely. They even got have a miniature it's not miniature in the sense that it's small, but it's smaller than the Grand Canyon in Arizona but it has a similar sort of spectacular beauty. So you get all sorts of things in there. What is a favorite thing of yours to eat?
Nate Brown: 23:59
Nashville hot chicken. Oh, and I'm not live here. It is awesome.
Rick Denton: 24:06
And it's awesome enough that it is spreading like wildfire hadn't heard. I hadn't even heard of that concept a few years ago. And now it's everywhere on every corner. It's outpacing Starbucks, I think in my area. Well, all right.
Nate Brown: 24:17
Not Nashville hot chick. It's really gotta get some big shakes. You gotta get some Hattie B's. We'll show you the one.
Rick Denton: 24:25
Okay, some of these may may be making it into the show notes. Let's go the other direction. What's something growing up that you were forced to eat but you hate it as a kid.
Nate Brown: 24:35
I wasn't forced to eat much. I remember coming out of a Mexican restaurant and just bid 25 cents on a York Peppermint Patty, which I dropped in the parking lot and it rolled into one of those puddles that has like the oil rainbow in it. I still ate that Peppermint Patty because you know it was fresh out of the wrapper. I consumed a lot that I should not have put in my body this day, so there's just about nothing But I wouldn't eat.
Rick Denton: 25:01
Okay. All right another piece of the puzzle is put in place here. We're getting to understand Nate a little bit better. This is good. Oh, Nate, let's close out the lounge here. What is one travel item not including your phone not including your passport that you will not leave home without?
Nate Brown: 25:16
Oh, gosh, look looking around here. Oh, well. My discs by Disc Golf discs. I was in Wisconsin last week. And all I have is this little carry on. And I shoved six Disc Golf discs in there, which I never got to use. But I always I always have to have them with me
Rick Denton: 25:42
man, that's awesome, Nate. I have not been a disc golfer. But my son introduced it to me this summer and actually had a really good time with it. Now I sucked, but it was still it's a lot of fun. So I can see why that would be your one travel item. I want to stay in kind of the fun category for a little bit. Let's let's spend some time talking about your legendary style. And yeah, I'm talking about your style. Because business can be so god awful, boring and sterile and then read you chose to go a different direction. What inspires you?
Nate Brown: 26:12
Well, I've been I've been dressing weird. Since I was a kid. It was a lot of color. So it certainly was not one day where I was like, I'm going to establish a personal brand with with this thing. No,
Rick Denton: 26:25
because built into advising you on the things to wear and everything. Yeah, it's it's been
Nate Brown: 26:29
evolving. And I've just been having fun with it literally since I was in eighth grade. So I just I really love color. And you know, Rick, I mean, my big thing with experience design, let's make it fun. Let's make it exciting. Let's make it curiosity inducing. And I want to represent that, you know, even even as I enter a room, I would love for somebody to smile and be like, what is that person up to? What are they doing over there? Like, what is that about it to come up and ask me and be like, Oh, I, you know, I got this thing, you know, Amazon for 20 bucks. And you know, this is my grandfather's hat, which is true is actually my these are my, these are my pickleball safety glasses. Like, let's just say I'm not spending a lot of money on this. Right and bringing things together that I love that have has a fun story. And, and I just love talking about it, which is exactly what we should be designing in our customer experiences, make it make it such that you want to talk about it, so that your customer is gonna go talk about you to somebody else, because they're like, this is exciting. This is fun. This is not what I expected. And it's even better.
Rick Denton: 27:32
That's I would expect to get, but I kind of like how you tied that to experience design. And it makes a ton of sense. I also and I appreciate it and truly trust you here that it was an organic expression, right? There was not the consultant that said, Okay, how can we make this exciting for an experience? And what will what will engage your customers, Nate and all that. And so I think that authenticity comes through and but it has to be balanced, right? With the authentic experiences and chops, right? There's plenty of flash out there. It's got to be balanced with some of that substance, which you've you've demonstrated as well those roles that you've had, where you've done that customer service and done that, that level of real customer intensity. And I think to some of those roles that you were describing there. It's really you talked about how the frontline knows that's that marriage of the customer in the business and that sort of thing. In general, even beyond the front line, it's so vital to understand what the customer is thinking and feel, you know, that voice of the customer, and voice of the customer is too often perceived as survey I've fought against that it's come up in other episodes, I've heard you kind of talk about it. Tell me what Voice of the Customer authentically means to you? And then how are you driving companies to actually create business value from their voice of the customer?
Nate Brown: 28:46
Well, it's intimidating to answer this question to you, Rick, because I've learned so much from you about this. But I'll attempt it. So voice of customer to me, like where I love to do it is is to is to get really creative in the way that you're finding the unstructured data that's out there, I heard a projection and forgive me, I forget where this came from. But somewhere around 80% of for most brands of how customers are talking about you are in this unstructured realm. It's on slick deals.com It's in Reddit, it's on Discord. It's in these places that you don't control, you did not create the structure, even a community mechanism which you know how much I love that that is a structure channel because you have created the opportunity for the customer to give you feedback and you control the mechanism in which that happens. But so the vast majority of accessible feedback that we could be utilizing is in these these wild unstructured areas. So being able to bring that in and go find it and then and then use it in creative ways and bring it together with good structured data. So enhancing both the quality and the quantity to make it me being full to make it jump off the page. But then my absolute favorite part about voice of customer science is then making that data come to life for your employee. Because what what is it that we're actually doing right? We're trying to connect our employees to our customers in a meaningful way. Yeah, that's what voice of customer gets to do for us. I mean, one of many of its exciting elements, but probably the most important. So So I mean, I'll give you the example. One time we had, I had a customer journey map for a product created a journey map. And it was a product that was struggling with internal perception at a job that I used to have was like, I can't just roll out this journey map. This this nobody's gonna look at this. This is gonna go in the in the trash can of email. Yeah. So I actually thought about what what is what is the customer doing with this piece of software. And so we had a simulation. In the break room, where the Kool Aid man bursts through a wall, it was a paper wall that we created and broke my arm. So when the employees came into work that day, they had security footage from the break room of the incident that occurred when the Kool Aid man came through the wall and broke my arm. Now, what they had to do was login to the software, which many of them hated. Turns out, they had never used it, it was this ignorant perception that it developed through watercooler talk. So they actually had to log in and navigate the steps of an EHS environmental health and safety manager and log this incident that occurred, it was so much fun, it was straightforward, it was easy, but it showcased the strength and the simplicity of this system. And when they generated that report, it was a ticket to lunch, they came to lunch. And then we presented the journey map and said, these are the great things that we're doing with for our customers with this tool, which you now have some hands on experience with. And it just it changed everything about the perception that people had of that tool.
Rick Denton: 31:51
That is the making it fun. I often talk about storytelling. And I don't I don't think I emphasize fun enough. I emphasize the emotions, the storytelling aspect, but I love what you've brought to me today, Natan to the CX passport traveling community, is that idea of fun, and that and how that's not just you know what, I don't know why, where along the way, we decided that business had to be serious and boring. And instead you're describing businesses, I did not expect to hear the Surgeon General discussed today. And I did not expect to hear that the Kool Aid man broke through the wall and broke your arm. And yet, I will not forget those two things. Because well, not the breaking of your arm. But that's fun. And it's a fun story. I hate to say this, but the fun is going to have to end I looked at the clock and I could keep talking to you for a lot longer. I I really enjoyed this, Nate, I am curious, for those that want to share in this fun for those that might want to learn more about how they can have fun and learn about CX and experience design, and all that you offer in the context of even learning more about the CX accelerator community so that they are not suffering from an epidemic of loneliness. And what's the best way for folks to learn more,
Nate Brown: 33:09
that would be the best to hop on over CX accelerator.com. It is free and will always be free. It is a nonprofit community. So that is that is hopefully a gift to the CX world that will just be helpful, the purpose of which is just helping CX professionals on every stage of their CX career. So I'd be so honored if you would join us there. And that's the best place to reach me is right there in Slack. LinkedIn is great to just put in Nate Brown, I would usually at this point, say Twitter, but it's not Twitter. And I also not as active there. But you can certainly find me on Twitter as well. And it's at CX accelerator.
Rick Denton: 33:44
I will get all of that in the show notes I and listeners, I can vouch for this. Nate is somebody that I sort of admired from a distance native, somebody that I found to be not just a charismatic presence, but an intelligent presence. And yet, not yet. And then Nate and I were we started a conversation on CX accelerator. So what he's saying is authentic. This is not fluffernutter. He means that go to CX accelerator, learn from the community. And yeah, hit Nate up because it was a great conversation, Nate. I did enjoy I did learn. It was a an Well, let's be honest, it was a fun conversation for me. I really appreciate it, Nate. Thank you for being on CX passport.
Nate Brown: 34:23
Thank you, everybody. Have a wonderful day.
Rick Denton: 34:30
Thanks for joining us this week on CX Passport. If you liked today’s episode I have 3 quick next steps for you Click subscribe on the CX Passport youtube channel or your favorite podcast app Next leave a comment below the video or a review in your favorite podcast app so others can find and and enjoy CX Passport too Then, head over to cxpassport.com website for show notes and resources that can help you create tangible business results by delivering great customer experience. Until next time, I’m Rick Denton and I believe the best meals are served outside and require a passport.
Host - Rick Denton
Rick believes the best meals are served outside and require a passport.
A sought after keynote speaker and CX leader, Rick transforms CX and VOC programs from Survey & Score to Listen and Act.
After a successful corporate career, Rick launched EX4CX - Execution for Customer Experience to bring CX victories to a wide client base.
Rick combines these loves by hosting the CX Passport podcast, a weekly talk with guests about customer experience and travel.