Jeff Harrell: 0:00

When someone feels part of your brand, not just a consumer, they're more willing to share really candid feedback, because they care

Rick Denton: 0:10

customer experience wisdom, a dash of travel talk, we've been cleared for takeoff. The best meals are served outside and require passport. Today's a special episode for me. Not only is it this month's CX open to work episode, it's also a chance for me to have a friend on the show. I've known today's guest Jeff Harrell for many years. Jeff and I met in the late aughts, early teens, as we attend the same church in Frisco Preston trail Community Church, along with our shared faith, I've also come to respect Jeff's business savvy, especially his deep marketing spills built at companies like Thomson, Reuters, Intuit and Tyler technologies. Most recently, Jeff stepped out of big corporate in order to work with family, creating a successful real estate practice. With that now solidly in place, Jeff will return to the corporate world, which allows us to have this great, open to work conversation. You may hear us talk a lot about content marketing today. This is a sweet spot for Jeff, and I'm curious to learn more about his perspective, especially how that weaves together with overall customer experience. Another little fact about Jeff, he too is a podcaster. In fact, when I was just getting started back in 2021 Jeff really helped me understand the nuts and bolts of the podcasting world, his approach and what it takes to make a great podcast. I am only here 200 episodes, approaching four years because of Jeff's help and influence. Jeff, welcome to CX passport.

Jeff Harrell: 1:40

Rick, thanks so much. I think you give me a little too much credit. However, I think you are proving to be quite the podcast for yourself. So if there's any little tidbit I did give you, I appreciate that. But I think you've done quite

Rick Denton: 1:55

well. Hey, yeah, I truly am only here because I got to stand on shoulders, right? And so those that got me started it was a hold, a very, very special place in my heart, and trust me, would not have been able to be without some of the things you told me at the beginning. Yeah, I even think you may have even said, Don't do it.

Jeff Harrell: 2:13

It's likely I probably told you, make sure you know where your headphones are. We had before the show the headphones. So, right, that's mistake number one. You shouldn't do. But

Rick Denton: 2:22

okay, it just shows you're seasoned enough that headphones, I don't need those things. Well, Jeff, as much as I would want to, trust me, I would want to have just a full blown podcast conversation with you. I probably have to edit out for our listeners today, because they want to hear about customer experience. And I'm curious, what is it that draws you to the world of customer experience. Why is this world of all the world in business, important to you?

Jeff Harrell: 2:45

I think, I think because it's about people. We went to church together. You know? I think if you care about people, and you understand at the most basic people level, people want to be seen and people want to be known, I think at its very basic level. That's what customer experience is. When I go to a business or I engage with a business, do I feel seen? Do I feel known? It's almost like invite some guests over for dinner. What do you do? You greet them at the door. Why? Because you want them. They're seen. Greet them warmly. Can you imagine, doorbell rings and you Hey, come on in. You know, make yourself. You know, it's almost like when I go to Home Depot. That's how I feel. I walk around, you know, for 30 minutes. Well, well,

Rick Denton: 3:33

that's just because we could easily get lost in Home Depot. Maybe that's the experience they want to say, you just wander happily, silently.

Jeff Harrell: 3:39

It could be, but my, mostly for me, it's, I went around for 30 minutes, can't find the thing, and walk out the door. So I'll continue down this kind of, you know, dinner party analogy. You know what? If you know you go to a dinner party and they're serving shellfish and you're allergic, right? Instead, they say, Hey, Jeff, I know you have which I don't, but I haven't heard yet. It shellfish, by the way. I know you're really into craft beers. Here's three to choose, you know. So thinking about people, if you love people and we're in a people business, it's easy to look at data and numbers and brands, but we're in a people business. So if you love people and you want them to be seen and known, then customer experience is where it's at. I

Rick Denton: 4:22

like that because, you know, I hear a lot of times drawn to it. In this world, there's a lot of that heart for people. There is certainly there's the business elements that draws people towards it, problem solving, other things that are elements like that. I agree with you that it's really hard to sustain anything in whatever, however you want to define customer experience, if you don't actually care about the customer, to some degree, you and I were even talking, you know, off off Mike here, and about how one of the things that you're looking forward to in the next role is something that has you exposed and more around people. And so I know that's a key part of of who you are and what you're. About? Well, when you think about that, you talk about the dinner party, which, by the way, now I know if you're ever coming over to my house, I got to make sure and have those crap beers, so at least

Jeff Harrell: 5:07

I got that the shellfish not true, but what's in my

Rick Denton: 5:11

fridge right now? What's in my fridge right now? Okay, well, but as you think about that and the experiences that you've been a part of in the past, how have you created an experience that your customers wanted in the past. Well,

Jeff Harrell: 5:24

we say we're going to talk about podcasting, but I do have a great, I think, an example of the first podcast that I launched. Okay, back in 2020, like everybody else, when we were sent home and we all started podcasts in our closet right time, and I still am, to some degree. I was a trail runner, and I loved to do trail running, and even ultra marathons. So things 50k above, and I would go on runs and then and I would not one runs. I typically wouldn't listen to anything during a run. But in between, I love podcasts about running. I you know, I dive into a topic, and I want to learn everything I can about that topic. So I consumed a lot of podcasts around trail running. What I found is most of them kind of hovered around elite runners. They were interview style, and they would talk to these elite runners that were running, you know, six minute miles through the forest, good gravy. I can't run a six minute mile downhill. I can't run a six minute mile if I'm driving. There you go. So I just found that most it was, it was inspiring to a degree, but, but unrelatable to another degree. As a trail runner, and I consider myself, you know, I'm a Clydesdale, which is a certain height and weight. Okay, that's why I called it big ass runner. And what I found was, as an everyday runner, I wanted to be entertained, and I wanted a podcast for me, you know, for everyday guy that's out there juggling work and training and life and kids and family and all the things. So I just didn't see one out there that really resonated. So we decided to create one. Called it the big ass runner, and it was the everyday runner for that person that's out there juggling all the different things. And so the experience I wanted to create was to bring content to this everyday runner, you know, bring content that would be relatable, right? So that wouldn't be, you know, there's things to learn from elite athletes, but there's a lot of things you're like, I'll never be there. I'll never do that. Yeah?

Rick Denton: 7:26

Well, if you have your nutrition, you know, crafted by the finest of chefs, and your support team is in it's a Mercedes wagon or whatever that looks like, right?

Jeff Harrell: 7:34

So our tagline was to encourage and entertain the everyday runner, and that's where this was and as we were building it, we thought, there's a local radio station here. You know it, Rick, some of your listeners may not know it's called the ticket. Ah, yes, segments. And so we decided, let's do a show that has segments so we can have variety, because we think our listeners want that. And then we started asking friends that we had, hey, what kind of topics would you want to hear which we wanted to craft and create an experience for our listener that was exactly what they wanted. And then even more so, when we were thinking about, okay, let's hire someone off Fiverr with a real nice, deep voice to do a do the intro for us, we thought, no, what if instead we asked our listeners, the everyday runner, to do the intro each week. Oh, that's cool. So every week was, hey, I'm John Smith, a big ass runner from, you know, such and such Idaho. And welcome to the Big Ass. And they loved it, loved it, loved it, loved it. So we launched in 2020 we did 190 episodes. We did quite well, I think, in the space, and we kind of created this loyal following called the Big Ass runner herd. They kind of named themselves that, okay? And we, we did merch, and the people bought it, and we love it. So, you know, to answer your question, I think, is, hey, what, what does? What is this customer? What do they want? What experience they want to have. How can we build something that resonates, that's for them? So when they listen, they go, Hey, in fact, maybe I hear myself because I'm doing the intro. Oh, yeah. Maybe they talk about a race I was just at, or maybe they interviewed one of my training buddies, yeah. And so that's what we did.

Rick Denton: 9:18

Hey there, CX Passport travelers. I want to let you know about CX Passport Live. CX Passport Live helps brands amplify their event's impact with the power of live in-person, podcasting. Brands partner with CX Passport Live at their on-site event to help excite attendees, reward high value customers and convert potential customers. Bring a new level of energy and excitement to your event and amplify your brand's impact with CX Passport Live. Learn more at cxpassportlive.com Now back to the show. the so there's so many lessons in there. I love that you went to I did not expect you to mention the podcast. Which is, it was a great podcast. I didn't think of that when I was thinking of having this conversation with the other thing of the companies and the like that you worked for. What I love about that, though, is I heard so many lessons that are applicable straight directly to business. One, listen to your customers and then adapt what you're doing to them. It was beyond that, though, which is almost table stakes. It's this idea of community building that then created loyalty your customers, AKA your listeners, identified themselves as part of your brand, not a consumer of your brand. They said, I am a big ass runner, and that's what I want to be. I love those ideas that you brought into that were you? How did you go about building that community so that, because I imagine Episode One, there wasn't somebody to record that first intro, maybe not even episode two or three or so, how did you go about building that community in a way that people felt like, I want to be this brand. We

Jeff Harrell: 10:59

actually use social media. So we launched social media ahead of time. We actually did, believe it or not, the first episode was one of our listeners. Oh,

Rick Denton: 11:08

well, that I stand corrected, rapidly corrected, actually,

Jeff Harrell: 11:12

yeah. So we created, you know, we said, okay, let's, let's extend the show. Let's do a little preview through we just built a Facebook big ass runner page, profile, and started, you know, friending people that were trail runners, and kind of built a little bit of an audience that way. And dropped our preview episode. It was just a few minutes. Here's why, you know, here's why we exist in the world. And then we, I was shocked to be honest, Rick, when, because I'm like, okay, is anyone gonna say yes, hey, you've never heard the show before. Never listened to a single episode, because there aren't any right? Would you do an intro? And I was shocked that people were like, they want to be part of something, right? And especially when you just talk about the why behind what you're doing and who it's for. And I think that's a lesson too. For me, is, if you're crystal clear on who your audience is, and you really understand, you know, what big problems are trying to solve. You know, in the trail running world, it's just like, how do I how do I just train and balance all these other things? Or I've never been in a race before, what do I eat before? What? You know, I'm not elite. You know, my stomach's not trained. What do I eat? You know? So

Rick Denton: 12:25

how much babes fried chicken Am I allowed to have before a race? Right? The

Jeff Harrell: 12:29

answer is, as much as you can tolerate, you know? So I think us being our audience as well was helpful, because we said, what would we want? Were,

Rick Denton: 12:39

yeah, that makes sense. So Jeff, I mentioned in the intro content, Mario, normally I ask an open to work a guest at this point. You know, how does this affect business? Well, you already described how this focus on experience affected your business results. You had a successful podcast from episode one, and then growing from there, because of that, focus on your customer, your listener, your community, big ass runners. So I want to actually go into content marketing specifically because what you're talking about, in my mind, and it's a relatively unformed understanding of it, is that idea of content marketing, you use your social media to create the brand, to create the podcast, and how like taking that podcast? How are you using that idea of content marketing to improve experience, both for the podcast and businesses that you've worked for in the past?

Jeff Harrell: 13:30

I think it's this is gonna be a common term, I'm sure, for you as a CX expert, but it's the feedback loop. So when we would create some I would love to tell you, Rick, that everything we did, every segment, resonated with our audience, but it didn't. We had some flops. So we had some ideas. We thought this is going to be awesome. And you know, it's what's great about podcasting is you get you get data, right? So we'd go, Hey, why did this episode resonate so well versus this episode? And we can make our own kind of hypothesis around that. And we wanted to prove that hypothesis by talking to our actual listeners. So I had a group, a small group of our listeners who love to give feedback, and I would say, Hey, what are your top three or four segments that we do? Which ones do you wish we wouldn't do? Right? Right? And we would hear from too quite honestly, they were, I think when someone feels part of your brand, part of your like, not just a to your point earlier, not just a consumer, but part of it, they're more willing to share really candid feedback because they care, they care about your product, they care about the podcast. So for us, you know, it was, it was getting feedback, having a feedback loop, and then incorporating that feedback into either improving what we were doing or new ideas. So you could even expand that to, you know, new product innovation. Well, for us as a podcast, it was a brand new segment. Let's try this brand new segment. And it kind of led us to probably our most popular segment, which was called Why I run, and why that was so powerful, is we started to hear, you know, it's great to get on the trail. There's a lot of mechanics around it, there's form, there's, you know, but really, for me, it's, it's about the why, why am I out there? I'm out there because I want to be healthier. I'm out there because I want to feel like I'm, you know, one with nature. I'm out there because I've got big goals, and I'm not sure I can make them. I'm I'm a little bit fearful that I can actually do 100k so that's why I'm out there. So we allowed people, our listeners, to share their why, and that was probably when, not probably when the stats and the feedback proved that that was the most powerful segment we ever did. We would never have gotten there, had we, because we didn't just think, hey, let's do it. Why I run came from feedback from our listeners, and so I think as content marketer, you're creating content that's trying to help address or solve a problem or a pain point, but you've got to make sure you have that feedback loop, because you can get in this echo chamber of, here's what they want, and here's this work before, let's do this again. But if you don't have that feedback loop, that kind of spurs either improvement or new ideas, then I think you become just sort of okay. But if we want to be excellent, I think you got to have that feedback loop.

Rick Denton: 16:28

Jeff, I love that idea of, I'm almost sitting here thinking, instead of Voc, it's vol voice, the listener. So I don't know if that's ever going to take off, but the idea of and the lessons that you are taking from podcasting into the ultimate overall customer experience world. Really valuable there. I have to imagine, Jeff that when you went to some of these runs, there was some distance, not just the distance you ran, but distance to get there and travel can be a little bit challenging. It's nice to stop off in a lounge, and that's what I invite you to do right now here and join me in the first class lounge. We're going to move quickly here and have a little bit

Jeff Harrell: 17:01

of fun. I've been in a first class Wow, just so you know, really, okay,

Rick Denton: 17:06

well, I don't want to hear the Compare and contrast between the other two.

Jeff Harrell: 17:12

I didn't fly enough to actually get upgraded into the first class lounge. So

Rick Denton: 17:19

back doors, ways to sneak in people that you know that kind of thing, absolutely. So, yeah, but it will you experience it. It can be a treat, and I hope that it's a treat for you today. Here, what's a dream travel location from your past? I

Jeff Harrell: 17:30

unfortunately, have not done a lot of international travel unless, right? Unless you include, you know, Nuevo Laredo, which is right across the border of New Mexico.

Rick Denton: 17:39

You did a lot of great work there. I can't imagine. It's a dream travel location, travel.

Jeff Harrell: 17:43

Look, although the you know, I've worked with some kids down there, that was a dream, but not so much. My favorite place that I've been to is Crested Butte, Colorado. I'm a mountain guy. I'm a trail runner. So it makes sense, but is, as a kid, we would go to Colorado. We went to a lot of places in Colorado. I love all of them, but my favorite is Crested Butte. You got a quaint little town, you got the mountain. You have the, I think, the prettiest views and mountains and in the Rocky Mountain region. So for me, unfortunately, it's getting more crowded, because everyone that goes there goes back, right? It too, which is good. That's kept it a little bit more quaint, I think for longer. It's not, you know, right next to Denver or anything, but man Crested Butte is my place.

Rick Denton: 18:26

It is. It's been some years since I've been there with the family. And I will attest to that a stunning ski town, a stunning mountain. And you know what I liked about the town too, is that you could certainly have your usual, amazing, you know, Colorado rocky pizza place. It seems like every town has one of those. And there was a really good steak place like it had this range of food and beverage that you could really enjoy the town. All right, not a crested bee podcast, although, again, I think we could spend some time talking there. But what's a dream travel location you've not been to yet? There's

Jeff Harrell: 18:58

a lot of them, you know, since I haven't done a lot of international travel, and there are a lot of them, I think if I could narrow it down, though, again, being a mountain guy, and I see pictures of Switzerland, I see the split helps finding these little mountain towns like that would be the greatest you can find just a little quaint mountain town and get to explore. To me, that would be perfect.

Rick Denton: 19:20

I gotta ask, and I don't, I don't expect an answer, and I might even delete it out. But why do you live in McKinney, Texas, my friend, it sounds like you need to be in the mountains right now.

Jeff Harrell: 19:30

I'm a Texan. You know, this is home. It makes it makes the mountains more beautiful. There it is. You're sitting here looking at, you know, flatness. I'm a trail runner, so I don't have to worry about,

Rick Denton: 19:42

ah, that's true. That is kind of nice. Yeah, for those that are on video, you see his Aggie Ring flashing. And I haven't brought it up because I'm on the other side of that divide, but he definitely has a Texan through and through Jeff. I mentioned the the pizza encrusted Butte, but beyond that, what's a favorite thing of yours to eat?

Jeff Harrell: 19:58

Without a doubt, sushi. I. I am me some sushi. Yeah, anytime any doesn't that be fancy? Just give me a good ie tower with some tuna and some salmon, a little bit of yellowtail and some wasabi. And I am a happy guy.

Rick Denton: 20:14

I like that. Ooh, that. And that sounds really nice and fresh and clean right now. What about the other way? What's something growing up that you were forced to eat, but you hated as a kid,

Jeff Harrell: 20:23

so aunt leanie Would would come to church right with her pie. Okay, I like pie. Don't get me wrong. I like I like me some pie. But she would make coconut cream pie. The cream part was fine. It's the coconut and it's not the flavor, it's the texture. She would sprinkle the toenails on top. You know what I'm talking about, disgusting. I can't that's I love most foods, but you throw coconut into something like with the little strands. I call them toenails. Yeah, boy,

Rick Denton: 20:56

you and I are very aligned there. And I will say that I think out of because your episode will be about 204 205, something like that. I think you're the first guest to ever mention a dessert as the thing you were forced to eat, but hated as a kid. I'm with you, though, on coconut now, I like a coconut flavor, like in Thai food, you get a good coconut curry, or something like that, but, boy, you put those shavings in there. No, thank you.

Jeff Harrell: 21:17

Pina Colada, great. But those,

Rick Denton: 21:22

I love it. Absolutely love it. Jess sadly, we're going to have to leave the lounge. No pina colada in hand. Unfortunately, what is one travel item not including your phone, not including your passport, that you will not leave home without?

Jeff Harrell: 21:34

Well, I'm gonna can I? Can? I have three answers, absolutely okay. So number one, I think for me, travel is certainly about the experience and the destination, but it's also about the people that are with you. So I'm bringing along my wife, oh yes, and my kids, if I can stuff them in the suitcase. So that's number one. Number two for more tech side, I cannot travel on a plane without my bows, noise cancelation reach, oh my gosh. I don't even have to have music or any playing, I mean, most of the time, but just put them on and hear the chatter. Like, when you take them off, you're like, oh my goodness, look at all the things I got to miss. Oh, so that would be, that would be the second thing, and then the third thing's more philosophical. So when I first started doing some ministry in Mexico, I met with a really wise person who had done some ministry, and he said, when I go into different cultures, he goes, make sure, because it's going to shock you. Rick, Americans tend to have a bit of a hey, I come in here and I know how to like, that's a bad thing to have a posture of learning. So for me, whenever I travel somewhere, I try to as I even on the way there go, Okay, I'm gonna go in with a posture of learning. I don't know everything about this place. I don't know everything that's right to do. I know my way, but I want to really learn their way. So really approaching travel with the posture of learning.

Rick Denton: 23:12

Jeff, that may be one of the most beautiful, certainly most thoughtful, something that's getting my brain to say, Rick, I don't even know that you want to continue the podcast here. We should just end it right there on posture of, yeah, and you know what's interesting about that, and I am going to bring us back into the kind of the customer experience world with that, is that's exactly what is required in a customer experience sort of approach that, that willingness to, if you will, have a posture of learning with your customer, that that, just like you talked about in the podcast earlier in well, the podcast, that that's what you were doing, is assuming I don't know how to run this thing. Let me, let my listeners tell me what they want, and have that posture of learning. I think that's that's a really good attitude to take forward. You can tell that my synapses have been frozen a bit, not by the temperature outside, but by the wise worlds that words that you said, Jeff, if that's the good thing you know to be doing in customer experience, what are companies in general, missing in this world of customer experience, or even if you want to go specifically content marketing, and how can they improve on what they're missing today? Yeah, yeah. I'll probably

Jeff Harrell: 24:20

answer a little bit more in the content marketing side. I think it's all connected, right? So I'm a story brand certified guide, and if your listeners aren't familiar with story brand, guy named Donald Donald Miller wrote a couple of best selling books as an author. He studied story he actually brought the story framework to business. So he created this company called Story brand, because if you're really going to share what your brand is all about, you can do so through a story, one of the most pivotal kind of ahas from that experience is you are not the hero. Your customer is the hero. You are the guide. So I think a lot of what I see when. See bad marketing or bad experience. It's typically because the company has positioned themselves as the hero, not as the guide. If you really think of your client as the hero, and your Mr. Miyagi, and they're, you know, Daniel's son, you know they're trying to quit being bullied by Johnny and the Cobra Kai gang and just trying to win a tournament. You know, you're over there teaching them, wax on, wax off. You're not so worried about wanting to tournament yourself. So I think if you can position yourselves as the guide and really think about your client or customer as the hero, I think that's that's one mistake I see a lot. The second one would be forgetting about the post purchase experience. Oh yeah, I think a lot of companies you know, you're focused on quotas and selling the thing and getting the thing done and getting get the offer sheet signed, or whatever the case may be, and then you're on to the next thing, and you forget the post purchase experience is, I think, where most of the fruit is, because, you know, if you have a really good post purchase Experience, you're going to create more raving fans. Like this was amazing. Like, if you ever bought something and then you never heard from that company, you get a little bit of remorse, and you're like, I like the thing, but I don't know if I like the thing so much anymore, right, right? So, you know, you get this opportunity to really create and build, you know, raving fans that are telling other people. So that's one benefit. Another benefit is that we talked about earlier, the feedback loop. Yeah, if you've got a really strong post purchase experience, that's going to include getting feedback from your customers. And as a marketer, I've learned so many things about what what to position, or how to message or features that I didn't even know were important, or thought that were important, but the feedback loop informed me. And so I was like, they love this thing that I didn't even I thought it was kind of a throw away, right? So that's the thing, is really having a feedback loop,

Rick Denton: 26:54

yeah? Or as we were talking about, as we were hitting record, and I was struggling with the recording platform that were on here, that they just introduced a feature, and I'm like, What the heck is this? And how do I get rid of it? And I'm sure there was some product team that thought this is awesome. I can't wait to roll it out, and the first time I see it, I want it off my screen as quickly as possible. So yeah, that customer feedback there is, well, you started to go down that path, Jeff, how? How can you? How can you? Jeff Harold, specifically help customer companies improve in those two areas.

Jeff Harrell: 27:21

Well, I think, I think one, one is, you know, I've worked for several different companies, and love the customer, and I think once you really you know if you love the customer, and we start, so we started this podcast right, be seen and be known. If you love understanding customers, then making sure that that post purchase experience is fantastic is, you know, for me, I'm a SaaS guy. I'm a SaaS marketing guy, and churn is huge deal. Retention rates is a huge deal, and share a wallet is a huge deal. So by really creating that that end to end, great customer experience that includes post purchase experience, you know you're gonna you're gonna reduce your your churn rates, you're gonna increase your retention rates, and you're gonna grow your share Wallet. So for me, as you know, as someone who wants to pour all that I've learned into a new company that you know, hopefully it's a tech and we got, you know, that cares about their customers, those are the kinds of things that I really think about,

Rick Denton: 28:21

yeah, and so tell me that, like, if you were thinking about what's next for you in this is what kind of, what's, what's that next role? What does it look like for you, where you're doing that for a company, what does that mean to you, and what does it

Jeff Harrell: 28:33

look like? It's a good question. And I think it's probably content marketing or product marketing that's really where my love is because, again, it's about understanding the customer and understanding them to the point where you can create great content that helps them along their journey. So if you understand what their buyers journey is, and you're able to create great content to help them along the way, and then help the company, obviously make money. That's important too.

Rick Denton: 29:00

There we go. Good, right? You know, you talked on the soft side, but let me tell you, the CFO is not letting you. Is stick around in that role if you're not actually doing something the the balance sheet

Jeff Harrell: 29:10

Well, and that's what I find is interesting, is if you do, if you care about the customer and you care about the employee, usually the financial stuff comes as well. But you certainly, I mean that that is certainly part of it, right? You've got to make sure you're hitting those quotas and you're, you're doing the things to help the company, the stockholders move forward. And that's right,

Rick Denton: 29:31

yeah, I can care about the customer really well and sync a company in a week if I care about them a little too much. So yeah, well, Jeff, this has been good. It is fun to record with a friend. I almost wish that we'd been able to pull it off in person, for those that peel back the curtain a little bit. One, obviously the show normally is done this way. And two, we are enjoying a once every decade snowstorm in North Texas. So nobody going anywhere right now. And so Jeff, I did enjoy, though, getting. Record with a friend, someone who shares a faith with me, someone who I can learn from the business wisdom that you provided. I did. I truly when we hit play, I did not expect the wisdom that you shared coming out of the podcasting world as a as a symbol, as an example of how one can really drive customer experience and content marketing forward, that opened my eyes. And, you know, I also just love the fact that we shared a distaste for the coconut toenails as one describes Jeff. Folks wanted to get to know a little bit more about you. Hey, maybe they heard something they really like, and want to say, Hey, I got a need for something that you do, Jeff. What's the best way for them to get in touch?

Jeff Harrell: 30:39

Reach out on Instagram. I'm Jeff Harold yo on Instagram and reach out. I would love to connect to anybody, really. So I think, you know, I love people, pouring into people. I love coaching people, helping people. So there's anything I can do. I will

Rick Denton: 30:55

get that into the show notes. I think actually, Jeff, you may be again, the first guest that has offered up their Instagram instead of a LinkedIn profile, and I like that

Jeff Harrell: 31:03

something. I'm on LinkedIn too, but Sure,

Rick Denton: 31:05

but that's an and right? It was. It's Instagram and LinkedIn, so I'll get both of those there in the show notes. And I look forward to folks reaching out to you there. Jeff, it was a an absolute delight for me. Thank you for being on CX passport. Lot of fun.

Jeff Harrell: 31:18

Rick, thanks so much for having me. Appreciate it.

Rick Denton: 31:25

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.