January 21, 2025 • 45 mins
Dillon Young, founder of Lifetime Value Media, RETURNS to the show to discuss building a media company, the evolving role of the word "digital" in customer success and what it takes to win in this job market. He and Alex explore actionable strategies for creating empathetic customer experiences, leveraging digital tools to drive value, and the importance of authentic networking in career growth.
Chapters:
- Intro
- Crafting value with micro-content
- The rise of digital in customer success
- What even is "digital" in CS?
- Overzealous tracking gone wrong
- Insightful secret shopping for empathy
- Building a media empire: small wins, big vision
- The emotional toll of job hunting
- Why networking is your secret weapon
- Building trust and connections in CS
- Acknowledging the champions behind the scenes
- Where to find Dillon and Lifetime Value Media
Enjoy! I know I sure did…
Dillon's Linkedin: https://www.linkedin/com/in/dillonryoung
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The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:03):
Can you imagine if you went on a first date with
someone.
You walk her to her door andyou say goodnight, and I can't,
I would love to see you again.
Do you think that's in thecards?
And then, before you get backto your car, you shoot her a
text and you're like hey, whatdo you think?
Let's do it again.
I'm outside, do you want?
Speaker 2 (00:22):
to go.
Speaker 1 (00:23):
Yeah, like, let's just run it back, let's do it
again.
I'm outside, do you want to go?
Speaker 2 (00:25):
Yeah, like, let's just run it back Once again.
Welcome to the Digital CustomerExperience podcast with me,
alex Turkovich.
So glad you could join us heretoday and every week as we
explore how digital can helpenhance the customer and
employee experience.
My goal is to share what myguests and I have learned over
the years so that you can getthe insights that you need to
evolve your own digital programs.
(00:45):
If you'd like more info, needto get in touch or sign up for
the weekly companion newsletterthat has additional articles and
resources in it.
Go to digital customersuccesscom.
For now, let's get started.
Hello and welcome back to thedigital CX podcast.
My name is Alex Turkovich.
This is episode 87 of the showwhere we talk about all things
digital in CX, and today I ampleased to be joined by my good
(01:09):
friend and editor of this showand all around media mogul when
it comes to CX Podcasts, ofcourse, it's Dylan Young of
Lifetime Value Media and theDaily Stand-Up, and the segment
is Awesome Newsletter, and it'sactually his second time back on
(01:31):
the podcast.
We talk about all manner ofthings, yes, relating to digital
, but also life and the jobmarket, and you know, one of the
benefits of having a show likethis is you get to talk to a lot
of people and get a lot ofinsights, and that is no Dylan's
no exception there, and so Iwanted to glean a little bit of
the insights that he has learnedfrom his guests over the past
(01:54):
years.
So please enjoy this episode ofthe digital CX podcast,
featuring none other than DylanYoung.
Hi Dylan, hey Alex, welcomeback to the show.
Speaker 1 (02:07):
That's right, I was here, hey, so you know what's
interesting.
The last time we talked, youreamed me for my very bright
drinking apparatus.
Do you remember that?
Speaker 2 (02:22):
I mean I, I, yeah, I called it out several, several
times because I kept forgettingthat I called it out and I kept
getting like shocked by it,because it is so you know what I
did.
Speaker 1 (02:33):
I'm gonna lie to you.
I didn't do this for you, butwhat I have today is a dcx
branded drinking vessel,stainless steel.
This is different than theother one, but it is just as
bright and obnoxious it isbright and obnoxious, yeah
absolutely slightly wrong colororange but impressive
(02:56):
nonetheless, the best I could doon literally less than no
notice I I just happen to beusing this today.
This is not for you oh manthat's funny.
Speaker 2 (03:10):
Um well, you are among a very few who are in the
two-timers club, and I'm excitedabout that for multiple reasons
.
Okay, because not only I thinkmost people who listen to this
show will know who you are,right, but in case you don't
like Dylan Young, would you callyourself lead host of the Daily
(03:32):
Stand-Up?
Speaker 1 (03:33):
Oh, I would never.
Speaker 2 (03:34):
Head honcho, I'm the boss, you're the boss.
Speaker 1 (03:37):
No, no, no, let's not vacillate.
I'm the big cheese.
No, I'm co-host of the DailyStand-Up with my two very good
friends of which you are veryfamiliar Rob Zambito and JP
Frost.
Speaker 2 (03:50):
That's right.
On top of that, you alsoproduce a killer weekly
newsletter called the Segment,which is super, super, super
cool and very creative and, youknow, not your typical CS.
You know CS publication, but itgets into all kinds of
different things.
You are also your head of amedia empire called Lifetime
(04:13):
Value Media, which does havesome association with this show,
in that you are probably theMVP of this show, for sure.
Speaker 1 (04:22):
I love to hear that.
I love to hear that because youknow why.
The amount of people who, whenyou get to the end of the show
and you say, oh, what's in yourcontent diet?
The amount of people I guessthere's an opportunity that they
could just be being lazy butalmost to a man and woman they
say, well, a cornerstone intheir content diet is your
(04:46):
podcast.
So I like to think that I've.
I've got a piece of ownership.
Speaker 2 (04:52):
Yeah, not actual ownership, I don't mean that,
alex, but you get what I'msaying I do, I do, I, you know,
I think people mention the showat the end because you know it
was in the contract.
So I didn't get that contract,so at the end let's see how I do
yeah, right, exactly, um, butno, look, I mean, the amount of
(05:14):
content that you put out withyour co-hosts and solo and all
that kind of stuff is amazing.
I mean, it's for those of youdon't listen to it go, you know,
subscribe to the daily stand-up, because it's a daily show,
which is an insane amount, andyou have a lot of guests, and
that's part of what we're goingto talk about today, for sure.
But it's cool because it'sshort, 15-minute episodes.
(05:36):
It's not me drooling on forlike an hour.
Speaker 1 (05:40):
Yeah, and imagine how I feel having to edit that.
No, I'm kidding, I'm kidding,I'm kidding.
Yeah, I think what we wanted todo was, if you look at it from
the most positive sense, we lovethe CS community me and the
other hosts that's who we is andwe wanted a way to bring
additional value that we weren'tsure we could do by wading into
(06:03):
the 60-minute pool.
I've done that before and Ithink a lot of people do it
really well, but I thought thatthere was a void for that sort
of like micro content thatpeople can dive into every
single day, and so that's reallykind of like.
The genesis of the idea was Iwant to hear more about it, but
(06:29):
I can't listen to 60 minutesevery day necessarily, right?
Speaker 2 (06:33):
Yeah, I mean 15 minutes is a lovely amount of
time because you know you canwalk and get the mail in 15
minutes, or you can.
You know, take your dog for awalk, or you can you know it's
it's good because not everybodyhas like 50 minute commutes like
I do.
Speaker 1 (06:50):
Yeah, and in a.
So I used to love, love, lovelistening to podcasts and then I
had to curtail it quite a bitwhen I started working remotely
and then it just like didn'treally fit into my, my world
anymore, cause I can't listen toa podcast and work at the same
time.
No, and so that was anotherthing was like I think of a lot
of this is like maybe superselfish of me, but I make a lot
(07:14):
of these creative decisions ortry to identify gaps in in the
market based on how I feel andwhat I think.
I don't.
I don't think that's the rightapproach, but I am probably the
avatar of lifetime value, mediaoverall, sure.
Speaker 2 (07:31):
I would agree with that.
I would agree with that, exceptfor the sloth that you have.
Speaker 1 (07:37):
I'm slow like him.
His name is Slow Mo, for therecord, and I am slow just like
him.
Speaker 2 (07:43):
I'm lazy, I'm very lazy for the record, and I am
slow, just like him.
I'm lazy, I'm very lazy, and II disagree.
So not to put you on the spothere, but how many episodes, how
many guests have you had on thedaily stand-up?
Do you keep track of that?
Speaker 1 (07:53):
surely you do at the time of this recording, we have
crossed over 160 episodes.
Guests maybe guests?
We've done more than that yeahmaybe like 180, 190 total
episodes.
The large, large majority ofthose are one-time guests.
Yeah, we've had a couple oftwo-timers that are fantastic.
(08:16):
You have actually been on threetimes, though at the time of
this recording, two of thoseepisodes have not aired yet.
All right, which is why I hadto laugh at I'm.
I am in rarefied air for twotimers on dcx and you're already
at three on the daily stand up.
I mean, I don't want to comparenotes, but I'm obviously a much
kinder and more benevolent hostthan you to to give you as much
(08:39):
air time as I have so yeahsomething like I mean maybe like
200 episodes and let's say like150, 160 guests.
Speaker 2 (08:48):
So I mean, obviously this is the Digital CX show, so
we've, you know, trying to focuson digital stuff, but we get,
you know, we go as you know, wego all over the place.
Sometimes, of course, out ofthose guests that you've had,
how many?
Because the format of the showis, somebody basically brings a
topic to the show, right and andyou famously ask what's on your
(09:10):
mind?
And famously, and I'm curiousto get a sense from you, because
I I'll admittedly have notlistened to all 160 some odd
episodes.
Speaker 1 (09:22):
I gotta go go.
Speaker 2 (09:23):
Yeah.
Speaker 1 (09:24):
I know.
Speaker 2 (09:29):
How much digital related or technology related
things have people brought tothe show and have you walked
away after all those episodeswith kind of a sense for, or a
finger on the pulse, so to speak, of what's happening digitally?
Speaker 1 (09:41):
So you're gonna love this because you and I have
talked quite a bit.
I'm a I'm a big fan ofambiguity, yeah, and I think the
problem I'm gonna have withthis answer is like okay, so
let's start at the beginning.
The question was how manypeople have talked about digital
?
I'd bet it's less than 20.
(10:02):
However, I think more peopleare mentioning it as just
another tool in the toolbox forcustomer success, which I think
is appropriate.
I agree.
I remember the very first timeyou and I ever talked, you told
(10:23):
me about this podcast you werecreating and I don't want to
sound like a wise old man here.
No, I said I love it.
I think that's a great idea andthat's as niche as you have to
be with this stuff.
It can't be like well, I wantto talk about baseball.
It's got to be about the TampaBay Rays, it's got to be about
(10:44):
the New York Yankees.
Pitching you can't, yeah, justbeing an outfielder.
No, the point is, you justcan't be that broad anymore when
you're creating content and youcan go so deep on a topic.
Now I remember that first timewe talked it was a different
time and it was very much whenpeople thought about it as a
(11:05):
segment.
Speaker 2 (11:07):
Yes, oh, absolutely.
Speaker 1 (11:09):
I don't think that's the case anymore, and so so many
of our conversations we mightjust offhandedly mention digital
as this method of communicatingwith customers or this method
of accomplishing a very specifictask more efficiently in a way
that I don't think happened twoyears ago.
Speaker 2 (11:29):
Yeah, I concur, and it's interesting you say that
because it is kind of a thingit's regarded as a tool in the
tool belt, but to many it'sstill this kind of black box
situation where a lot of peopleeven have said to me is like,
you know, we have digital.
I'm like what does that mean?
Like yeah, they use email thisisn't binary, it's not a boolean
(11:53):
, like it's not on or off, likeyeah yeah yeah, you know so.
So I think a lot of people loveto like mention digital cs.
Is this one thing?
But it it's.
You know it's a multitude ofthings.
It can be anything reallywithin your organization and the
variables are vast, and so youknow it makes sense why people
just mention it like that.
(12:14):
But still, I think a lot ofpeople are struggling with the,
the identity of digital and howhow that impacts their own gig
and their own organization,their own team.
Speaker 1 (12:26):
You zoom out for a second and you think about oh,
we have digital.
Yeah, and I wonder what theyactually meant, because, to your
point, it's not binary.
But did they mean they have adigital segment or did they mean
they have automated customerinteractions?
Yeah, because both of those areaccurate.
(12:47):
But it's not the end of thestory and it's funny how we can
say that and we can laugh andthat guy's an idiot, you know,
like we can say that, but whenyou're in the middle of it it's
so hard to like think about,like the NBA Back in the 90s
people would say like, oh, yeah,we shoot three-pointers.
And from somebody from the 60swould be like what the hell is a
(13:11):
three-pointer?
we didn't have that, yeah, yeah.
But steph curry would hearsomebody from the 90s say, oh
yeah, we shoot three-pointers.
And he'd be like, yeah, youshoot three a game, I shoot 40.
Yeah, right, right.
And so it's so easy, with thebenefit of of hindsight, to see
how stupid we are.
(13:32):
I wonder what it'll be inanother, even just two years.
Speaker 2 (13:36):
Oh, totally yeah, I was talking with somebody the
other day who basically gothired on to, you know, run
digital within an organizationand it was very clear that the
leadership didn't really knowwhat that meant because they
were, you know, I think she gotput in charge of like the scale
team and they were just doingscaled stuff and yeah, that's
(14:00):
tangentially related to digital,but it's not digital Like it's,
you know.
So she hired some programmanagers and actually put in
place some stuff, which is cool.
But yeah, this whole havedigital thing is like.
I mean technically, if you havean email flow, you have digital
.
Speaker 1 (14:16):
Well, yeah, if you're using a laptop, you have
digital, because the alternativewould be oh, I got to use my
landline to call people all dayand see how they're using my
product.
Like, I think we ought to bemore specific in the vocabulary
about what we mean, and part ofthat is you're talking to people
(14:37):
who aren't speaking the samelanguage.
I wonder if that person was alittle bit older, the term
digital to them was like uniqueand interesting and to you, like
, obviously you live and breatheit all day and so, like, you
know all of the, the slightpermutations of it that that
person might not be privy to.
So I think there's also adegree of grace you have to give
(14:59):
people with this sort of stuff.
Speaker 2 (15:01):
I totally agree.
I totally agree and it you knowit's, it's nice when you know,
with with the platforms, thatyou and I both have to be able
to kind of help people see someof that stuff and and and learn
about some of the nuance thatmay exist.
And you know, like I've I tellmost of the guests that come on
the show is like my goal foreach episode is is for you know
(15:25):
people to walk away with likeone, two, three, four things
written in their notebook thatthey want to go like try and do
and wait.
We're taking notes.
I mean, this episode isobviously the exception to that,
but that's my goal.
Speaker 1 (15:41):
I'd like for people to be entertained and take
nothing from this.
Let's see if we can handle that.
Speaker 2 (15:48):
Thanks for tuning into another great episode of
the Digital CX.
Do you nerd out on stuff thatyou see, like in the wild, like
digital motions that you see,and you're like, oh, that's cool
, I wonder how they did that?
I mean because I know for afact that you are.
I think you're an air tablegeek like you.
You really go, go go hard onlike your two zapier and
(16:10):
automating that stuff, do you do?
You kind of see things and getemails and you're like, oh, how
do they know that?
Speaker 1 (16:17):
so no, not emails, I am emails, don't do it for me.
Anybody who knows me knows I'ma bit of a pessimist and a cynic
and so like the thing thatactually you know, the thing
that's happening now is I'm ahabitual phone shopper, so like,
if I have free time, I just goon like some of the online
(16:38):
stores of like clothing brands Ilike or things like that, and I
I just kind of like, no, whatdo they got in the store?
I don't buy nearly as much as Iused to because I'm building a
business and we don't make thatmuch money yet, but I'm
constantly looking at stuff andthere are some companies whose
(16:59):
tracking is just like a littletoo intense.
Speaker 2 (17:02):
Oh, sure, and and they don't.
Speaker 1 (17:04):
There is no room to breathe from the moment I close
out of that browser tab on myphone and I get a text from them
saying oh hey, it looks likeyou were interested in the blah,
blah, blah.
Why don't you come back and buyit for five dollars off?
And it's it's like literallywithin minutes.
Yeah, can you imagine if youwent on a first date with
(17:34):
someone and, like you walk herto her door and you say good
night, and I can't, I would loveto see you again.
Do you think that's in thecards?
And then, before you get backto your car, you shoot her a
text and you're like hey, whatdo you think?
Let's do it again.
I'm outside, outside, do?
Speaker 2 (17:51):
you want to go?
Yeah, like, let's just run itback.
Could you imagine, yeah, it'snuts, it's nuts and the.
You know, I don't think we'vegotten any better at this stuff
as a society than we did like 10years ago when dominoes first
launched their like pizzatracker situation.
You don't think we've evolvedpast the pizza tracker.
(18:11):
I think we've evolved past it,but in a very, not great state.
Like.
All I want to know is, roughly,when the pizza is going to get
here.
I don't really need to knowwhen it's going in the oven.
I don't really need to knowwhen it's going in the oven.
I don't really need to knowwhen it's been put in the box
and sliced up.
It's fun, I like that.
That's kind of neat.
(18:31):
To your point, we've gotten solike.
And obviously this is very, veryB2C right.
We've gotten very granular with, like shipping notifications
and tracking and GPS and blahblah blah, Like it's a, that's a
, that's a whole thing.
That wasn't even fathomable 10or 15 years ago.
We have all this technology.
Speaker 1 (18:53):
It can be super easy to just over index on it like
real quick to just over index onit like real quick, even just
slap it together withoutconsideration for the actual
customer experience.
Yeah right, because that's thething.
Like if they message me thenext day, I'd be like, oh yeah,
like I feel like that's anappropriate amount of time, but
(19:15):
I wonder if they've done theresearch, and probably to know
that, like well, if they don'tbuy within X amount of time,
then they're never coming back.
I think probably what thatmisses, though, is like well,
does that research include allof the folks who receive these
text reminders?
I will also say I'm basically aLuddite in this world now, like
(19:37):
you and I are of similar ages,like we didn't grow up with the
internet no, and so but we areconsumed by it, and have been
probably since, like we wereteens or preteens.
Speaker 2 (19:49):
I was telling somebody the other day.
I remember very clearly sendingmy first email, and it was my
buddy, adam Hale, who also had acomputer.
Speaker 1 (20:04):
Well it'd be real weird if he didn't yeah.
Speaker 2 (20:08):
I just remember sending it to him it was like a
test or whatever and then Iimmediately called him to ask
him if he got it.
Speaker 1 (20:15):
Yeah, yeah, yeah.
And now they're the bane ofyour existence.
Could you imagine if somebodycalled you today in your work,
if they sent you an email andthen immediately called you and
said hey, did you get?
Speaker 2 (20:29):
there was, in fact, that happened to me last week
there was a dude who was justlike you know, figured out the
syntax of my work email, sent mea couple notes and every time,
(20:49):
followed up with a phone call,Found my number on freaking
LinkedIn, which I've sinceremoved, but like that's like
some serious stalking.
Well, no, it's you know LinkedInnavigator, sales navigator,
doing what it's good at.
But you know it's funny becausethen you apply that kind of
stuff that happens in sales.
(21:10):
If you were to apply that samekind of tenacity to post sale, I
mean you'd be pissing off yourcustomers.
Speaker 1 (21:19):
Yeah, but we do.
We do Think of all of theautomations that people build
without any consideration builtin to whether manual
interactions are occurring withthe customer.
Speaker 2 (21:35):
Yeah, well, I mean, one of the things that I've
talked about on the show beforeis, like I think it's really
really important, if you're inany kind of CS or CX capacity,
to insert yourself into yourcustomer journey on a regular
basis.
Speaker 1 (21:49):
You're big on secret shopping.
Speaker 2 (21:51):
I'm big on secret shopping because we don't do it
and I don't understand why wedon't do it.
Like, wouldn't you want to knowwhat emails you get when, when
you are a customer?
Cause I guarantee you, ifyou've never done it, you don't
know.
Like you, you know all thestuff that you've put in your
CSP to send out or whatever, butyou probably don't know what
(22:11):
they're getting from yourproduct.
You probably don't know whatthey're getting from the product
team.
You probably don't know whatthey're getting from marketing.
You probably you know, like youdon't know.
Speaker 1 (22:20):
And isn't it ironic that we are the empathetic like
limb of the organization and weare totally clueless on what
that customer journey andexperience feels like?
Speaker 2 (22:33):
Yeah, yeah, yeah, totally.
Hey.
I want to have a brief chatwith you about the show.
Did you know that roughly 60%of listeners aren't actually
subscribed to the show, onwhatever platform they're
listening to it on?
As you know, algorithms love,likes, follows, subscribes,
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So if you get value out of thecontent, you listen regularly
(22:54):
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Leave a comment.
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that goes out every week atdigitalcustomersuccesscom.
Speaker 1 (23:15):
Now back to the show.
Speaker 2 (23:16):
Yeah, totally, and you know.
Granted, in some cases it'shard to like.
You know if you're I don't knowif you're a payroll platform.
You can't onboard to a payrollplatform if you're not paying
anybody, but you know there'sways to kind of figure out
what's happening.
What else happened in your life, Dylan Young?
Speaker 1 (23:36):
You mean just like generally.
Speaker 2 (23:37):
Yeah.
Speaker 1 (23:38):
Well, so this is something very exciting that
happened earlier this week.
Lifetime Value has officiallysecured sponsors for every one
of its properties.
That's amazing.
Speaker 2 (23:50):
Congratulations.
Speaker 1 (23:52):
Every newsletter.
Thank you, yeah.
Speaker 2 (23:56):
That's really cool.
I mean it's a milestone inbuilding a business like that,
you know.
And I mean listeners of thisshow will know that for a little
while now, sponsors have beenon board, and sponsors are a
huge reason why we're workingtogether too.
Speaker 1 (24:11):
That's not true.
I worked for you for free, alex, I know you did.
Don't lie to the people.
Speaker 2 (24:17):
I know you did, but you no longer do.
Kind of Fair, fair.
Speaker 1 (24:20):
Don't lie to the people.
I know you did, but you nolonger do.
What Kinda Fair, fair, yeah, no, yeah.
So I think you know.
I wrote about this the otherday when we built Lifetime Value
, and I think anybody who doesthis sort of work like.
Your goal is to fill a void andyou want to do so in a unique
way.
I mean, I can't imagineundertaking a creative endeavor
(24:41):
and thinking I just want to doit exactly like these other
people.
Yeah, right, and so the onlyway to then validate that theory
or that thinking is typicallymoney.
It's like why do you build aproduct and people buy it?
You're excited when they buy itbecause it's like oh, they
actually want it, they love me,they really love me.
(25:02):
Who said that?
Speaker 2 (25:04):
I forget Cindy Lauper , maybe, maybe you need to
Google that, Susan Lucci.
Oh yeah, that's right.
Speaker 1 (25:22):
The numbers are not big, but the milestone and the
vote of confidence from sponsorsthat these are audience members
that they want to get in frontof is is big, and I don't mind
talking about it, because Ithink it is also a testament to
the audience and that thecontent is worth listening to
and worth consuming.
Speaker 2 (25:32):
Yeah, I agree, I'm speaking for the audience now,
but, like I mean, we're just, asa society, kind of used to.
You know, we're used toadvertising.
You know it is in our dailylives, it is everywhere, you
know.
One of the beautiful partsabout this community, though, is
that it is very focused, and,as a result, the sponsors are
(25:53):
also very focused, and I don'tknow about you I'm sure that you
know there was some criteria interms of bringing on board a
sponsor, but I I, I wanted tomake sure that whoever came on
board for the show was somethingthat I actually believed in and
didn't mind talking about, andyou know is is something that
(26:13):
that fits the mission right, I'mmaking a face as you say this
because I just want the money.
Speaker 1 (26:22):
But no, I think I will say I don't care so much
about that.
And I want to defend myselfbecause I say that to get a bit
of a rise, but then to say likeI'm more interested if they
think they can provide value tothe customer base.
Because there's two things thatare going to happen.
(26:47):
The advertising that they do onthe show is going to go like
gangbusters.
They're going to get enoughleads or demos or whatever that
they want to get to find signaland to say, oh, this is a good
channel for us to continue toadvertise on.
Or the opposite is going tohappen.
They're going to say, oh, thisis a good channel for us to
continue to advertise on.
Or the opposite is going tohappen.
They're going to say, oh, thisdoesn't resonate and they're
going to move on.
I don't necessarily think I needto protect the audience from
(27:12):
sponsors, particularly early on.
I think maybe a part of mythinking is coming from the fact
that we're just kind of likethrowing stuff against the wall
and seeing what works.
Maybe it won't be any good.
I've gotten unsolicitedfeedback from people about the
podcast, the.
It's probably important andit's not probably.
It is important to understandhow people are feeling when they
(27:34):
listen to the content or theyconsume the content.
So if somebody came to me andthey're like you know, this
advertisement stinks, but Idon't, I don't know how they
could do that, though, becauseall we do is read an ad and then
(27:58):
we move on.
It's not like you know, we'renot advertising anything.
That's crazy, uh, inflammatoryyeah energy drinks?
I wouldn't even care.
People love energy drinks.
I personally don't drink them,but what's wrong with that?
So you can bang out your calls.
Speaker 2 (28:17):
That's right, yeah, get through them.
Get through them.
Get those renewals, book thoserenewals.
Speaker 1 (28:22):
Yeah, manually writing 45 emails a day?
Yeah, that's right.
You need something for that.
Speaker 2 (28:29):
That's awesome to hear about the growth of your
business and the growth of yourempire, as I referred to it
earlier.
Yeah, earlier, yeah, the startof the empire I mean partially
was because you experienced asmany, many people have,
especially in cs.
You experienced a bit of jobloss last year, beginning of
(28:50):
last year, right, something likethat it's been at the time of
this recording almost 15 monthsyeah, insane, yeah insane, and
so and I wouldn't call it a bitof job loss a bit of that.
One is pretty binary a completeand total job loss don't
sugarcoat it, it's so longenough ago I guess um, a couple
(29:15):
things out of that.
First off, we've all benefitedfrom your, from your, your
misfortune.
So thank you for that, becauseyou have built this, this really
cool thing you know, and thedaily standup and all that kind
of stuff as a as a result ofthat.
Obviously, on the flip side,you know, you you've been
looking, you've been kind of outthere and you've also
experienced a lot of the thingsthat a lot of um job seekers
(29:41):
have been struggling with andwhatnot.
You've experienced that stufffirsthand and wanted to just get
your sense on.
You know kind of what's yoursense on things and how are you,
you know, how are you kind ofmaintaining and coping through
all of that?
Speaker 1 (29:54):
I quit for a while.
I had to, I think.
I lost my job in October of2023, the Monday, after having
worked 12 hour days over theweekend attending and helping to
break down the biggest and mostimportant conference that that
(30:16):
company goes to each year.
So was my, that was my thankyou.
Um, hey, monday at 11 am, I gota quick sync tossed on the
calendar and show up in the hrladies there too and you're
immediately like oh, I know, Iknow what's happening.
Like I, I think I logged on andjust laughed.
Speaker 2 (30:34):
I was like oh, I mean the quick sync has become quick
sink.
Oh, that has become thetelltale sign of what's about to
happen.
Speaker 1 (30:46):
Never accept that, meaning Everybody don't.
If you don't attend, they can'tlet you go.
That's right, it's a rule.
Anyway, once that I thinkbefore the day was was up I had
like polished off the resume andhad fired a couple of off, and
before the week was up I hadstarted to have interviews and
(31:08):
it didn't stop.
For months, like I, I haddozens of interviews and reached
the final stage at least half adozen times, only to be told we
gave it to somebody who has alittle bit more of this
experience or that experience.
I at one point, like man,anybody who's going through this
(31:29):
understands how much it beatsyou down yeah and I went to my I
like walked up to my wife likefeet, shuffling head down, just
like a broken man.
I was like I don't know whatand I have a toddler, by the way
, who who needs diapers and food, and and emotional, like
(31:51):
stability in the house yeah andI'm like I just don't know what
to do.
And she's like why don't youjust stop looking for a while
and that was probably march, ifyou're following along about uh,
45 days later is when werejiggered the previous podcast,
(32:12):
which was just called lifetimevalue, and started publishing
the daily standup.
So, being afforded that freedomfrom my absolutely wonderful
angel of a wife, I got up thenext day and like started
planning to build that thing.
It's a thing I'd always wantedto do, but it takes a while to
(32:35):
build a business, particularlyone like this, where it is truly
like a blue ocean, like nobodyelse is doing it, it hasn't been
verified or validated in anyway, and so we're throwing a lot
of stuff against the wall.
We've gotten to a good place,as we just discussed, in terms
of sponsorships and a goodvision, and so then, probably
(32:57):
like late summer, early fall, Iwas like cool, cool.
I think this is a good place.
I've got a lot of goodprocesses.
I've got some really goodcontractors who help me get some
work done.
I want to continue to see thisthrough, but I also probably got
to go back to work, startpaying some bills.
My wife is an absolute angel ofa woman.
But even angels have a limit totheir patience.
(33:19):
I also don't want my son tothink his dad doesn't work.
So, yeah, I've been looking fora while, but I think what also
changed, and this is what's socrazy.
I have a ton of thoughts aboutthis.
I have found next to no luckfrom cold applications.
Speaker 2 (33:39):
Right.
Speaker 1 (33:40):
Just looking at listings and saying like, oh,
that sounds like me.
I feel like I could do that andjust tossing my application in
the ring.
Speaker 2 (33:48):
Yeah.
Speaker 1 (33:49):
When I went back to it, it was almost exclusively
networking with people andsaying, hey, I'm in the market.
Do you got anything that walksand talks like what I have done
in the past?
Do you have anybody who maybethey don't even know they need
someone, but they've gotquestions and can you introduce
me?
Love to just talk with them.
(34:10):
And then there was a lot oflike talking to people without
any ask whatsoever.
Speaker 2 (34:16):
Yeah, yeah.
Speaker 1 (34:17):
Learning from other people.
I've talked to dozens of peoplewho have made career
transitions in the same time andsaid, like, how did you do it?
What did you how?
And so a lot of the things Ijust described are exactly what
they said.
Like well, I don't cold applyto anything.
Speaker 2 (34:35):
The spray and pray does not work.
Speaker 1 (34:37):
It does not.
It's awesome for your vanitymetrics of like.
I used to keep a spreadsheet ofall of the applications I
submitted.
The only metric that actuallymatters, which is number of
hires achieved.
That's right.
It's usually very low incomparison.
Speaker 2 (34:52):
I put in 10,000 applications.
Speaker 1 (34:55):
It also, once I flipped that mindset and I
started to like really have morein-depth conversations with
people who were hiring for CSleaders, or had done so, or who
had just become, who had justbeen hired as CS leaders, I
realized how stupid it would beto just hire a leader of an
(35:21):
existing team that you've nevermet before, right?
Can you imagine, yep, like Ionly get to know you through a
total of maybe five hours ofconversations broken up over six
, seven, eight weeks.
Speaker 2 (35:39):
Which is crazy, because that used to be the norm
.
Speaker 1 (35:41):
Very much the norm that used to be the norm.
Yeah, well, what I think is alsoinsane is how ridiculous of a
process it still is.
Like that's the only way we gethired now, yeah, is we've got
to have had conversations withpeople for years and get to know
them, right, well, what aboutanybody who didn't know that
(36:02):
secret?
That's right, that's justgetting started.
That doesn't have a job.
What do they do in the meantime?
It's, it is a I terrible way asa terrible thing for the
(36:27):
employment market to besubjected to.
Yeah.
Speaker 2 (36:30):
I mean it used to be.
It used to be that people wouldgive you advice when you were
like on the job hunt or whateveryou know to, to network and and
do all that kind of stuff.
But it was like kind ofancillary.
You know it was ancillary.
They're all these companieshave these application processes
and that's kind of stuff.
But it was like kind ofancillary.
You know it was ancillary.
There, all these companies havethese application processes and
that's kind of how you enteredthe funnel and did all that kind
of stuff and sure, if you knewsomebody you'd ask for a
(36:51):
referral.
Now the networking is the way,because I mean, there's so many
qualified applicants.
I think there's a couple ofthings right.
There's so many qualifiedapplicants in the think there's
a couple of things right.
There's so many qualifiedapplicants in the market.
We are now, more than ever eventhough there's a lot of return
to office kind of stuffhappening more than ever we're
hiring a remote workforce, whichmeans the talent pool has just
(37:15):
exploded.
And so in an applicant trackingsystem, within an hour of a gig
being posted, you're all of asudden against the thousand
other applicants, and so ahiring manager or even a
recruiter is not going to goweed through all those
applications.
They're going to favor peoplethat are in a certain person's
(37:35):
network and I was like oh, Iknow them from so-and-so, or I
talked with them at thisconference, you know, and it's
like all of those things thatused to be side notes of, yeah,
you know, go, go network and bepart of some groups or whatever.
Speaker 1 (37:50):
And now it's like like talk to people network, go
to conferences and hang out fromfive years ago bristles at that
idea, because my attitude wasbut I'm good at the work.
Like just give me a chance andI'll show you I'm good at the
(38:10):
work, yeah.
And now, having been throughthis experience and also just
talking to as many people as Ido through the work I do, I
would laugh in that dude's faceand be like you're a moron man,
like it's fine if you're reallygood at it, but probably so is
everybody else.
(38:31):
That's how they made it to aleadership position in the first
place.
And even then, like what isgood, particularly in leadership
?
What does good work mean?
That's different for everyorganization and it's up to the
team how they perceive if you'rea good leader or not.
And so it is all about thenetwork.
And as you were talking, Ithought of the horny phrase of
(38:54):
your.
Your network is your net worth.
Oh, and it's lame, right, butit is also that easy of, like
the connections you create andthe conversations you have and
the relationships that you buildand how that is everything
(39:14):
really in life.
I mean you strip business awayfrom it.
There's a lot of metrics totalk about when it comes to
business, but at the end of theday.
I think this is a thing that myco-host, rob, says all the time
.
It's people working with people.
Yeah right, yeah yeah.
And you got to get comfortablewith the fact that you got to be
(39:36):
.
You either have to beabsolutely like Elon Musk level
brilliant.
Speaker 2 (39:41):
And someone would argue with that.
Speaker 1 (39:42):
Famously yeah, true, true.
Well, he's brilliant atstealing stuff, then I mean,
even if he didn't think heinvented this stuff or started
these companies, and he's reallygood at stealing them anyway.
But he's also notoriouslydifficult to work with and just
like a miserable sob, likeyou've either got to be that or
you got to learn to play nice inthe sandbox and talk to people
(40:04):
and be a connector.
And none of that stuff comesnatural to me.
I hate it.
Well, I did hate it.
I really actually enjoy it now.
But that has been the keythrough the search now.
Speaker 2 (40:16):
Yeah, I love that.
I think that's sage advice andit's an amazing place to kind of
put a ribbon in this episode.
Speaker 1 (40:26):
Oh no, we're not done .
We're going another 40 minutes.
Speaker 2 (40:31):
Two-hour marathon.
Do you have any shout-outs orkudos that you'd like to give?
Speaker 1 (40:40):
I want to give a shout out to a couple of people,
specifically JP Frost, firstand foremost, for being one of
the very first guests I ever hadon the first version of the
podcast and who has become adear, dear friend of mine.
Rob Zambito, I can basicallysay the exact same thing.
(41:01):
Met him at a conference that mefrom five years ago would have
laughed at and been like you'resuch a loser.
You went to a CS conference andyou made a friend like
networking, again met Rob at aconference and again is one of
my dear and closest friends,both of whom now work with me
(41:27):
but I will say, I believe aresmarter or have better
temperaments than me and decidedto invest a good portion of
their time and a bit of theirreputation working with me.
I will say the same for oneother person and that is Steen
Smet, who he was doing his worldtour last year and was in New
York City for like 36 hours andI live two hours from New York
(41:49):
City and I said I'm coming tomeet you and I put on the full
court press for him to come andwork with Lifetime Value Media.
Bring his podcast, hiscreativity, his energy to
Lifetime Value Media.
And he is the first person whoever said yes.
We've had several more say yes,some big projects that are
(42:13):
going to launch later this yearbut he was the first one who
said I believe in you and I'mnot going to be on your podcast,
I just believe in you and wantto support you and see what you
can do with the content I create.
So those are probably the threepeople I want to shout out for
believing in me, a person whohad a crazy harebrained vision
(42:35):
and is trying to continue to seethat through.
Speaker 2 (42:40):
I love it.
Three amazing folks there,that's for sure.
Speaker 1 (42:46):
You're like a Ford runner-'re, like a four distant
number five, yeah, yeah.
Oh, there's somebody in between, I don't know it's funny there.
Speaker 2 (42:52):
I heard a comedian the other day say um, say
something.
Like you know, I was once toldthat I was.
You're in the top four ofcomedians in this room.
It is just like.
Okay, so number four yeah, yep,top.
Speaker 1 (43:05):
Non-divisible by five number is always very dubious,
right, that's right, you're thetop 17th best.
Yeah, it's like come on, man,you're not, you're not you're
not fooling anybody where canpeople find you?
Speaker 2 (43:21):
where can people listen to you?
Where can people engage withyour content, All of that good
stuff.
This is your.
This is your moment to plug Along list.
Speaker 1 (43:30):
Okay, easiest place to find everything we do is
lifetimevaluemediacom.
That's lifetime value media.
It's all one word.
There's no dashes, no hyphens.
Whatever Lifetimevaluemediacom,you can find me on LinkedIn.
I guess I don't have to spellit.
It'll be in the show notesH-T-P-P-S, w-w-w.
No, I should be pretty easy tofind.
(43:52):
You can also search forLifetime Value Media on LinkedIn
and it all should come together.
If all of our just massivecontent generation is working
correctly, it should all sort oflike backlink together.
But those are the two bestplaces.
Send me a message.
I love talking to people andand let's, let's do a little
networking thing, especially ifyou have a job.
Speaker 2 (44:12):
No, I'm kidding, yeah that's right if you're
gainfully employed, yeah, andhave an extra one laying around,
that's right all right buddy,hey, I appreciate you coming on
the show and I appreciate you asa person and a friend, and
you're a hell of an editor too.
Speaker 1 (44:30):
Same, same.
Let's see how I can do withthis.
Love you, alex.
Love you Bye.
Speaker 2 (44:37):
Thank you for joining me for this episode of the
Digital CX Podcast.
If you like what we're doing,consider leaving us a review on
your podcast platform of choice.
If you're watching on YouTube,leave a comment down below.
It really helps us to grow andprovide value to a broader
audience.
You can view the DigitalCustomer Success Definition
Wordmap and get more informationabout the show and some of the
(44:59):
other things that we're doing atdigitalcustomersuccesscom.
This episode was edited byLifetime Value Media, a media
production company founded byour good mutual friend, Dylan
Young.
Lifetime Value aims to servethe content, video, audio
production needs of the CS andpost-sale community.
They're offering services at asteep discount for a limited
(45:20):
time.
So navigate tolifetimevaluemediacom, go have a
chat with Dylan and make sureyou mention the Digital CX
podcast sent you.
I'm Alex Trukovich.
Thanks so much for listening.
We'll talk to you next week.
Can you imagine if you went on a first date with
someone.
You walk her to her door andyou say goodnight, and I can't,
I would love to see you again.
Do you think that's in thecards?
And then, before you get backto your car, you shoot her a
text and you're like hey, whatdo you think?
Let's do it again.
I'm outside, do you want?
Speaker 2 (00:22):
to go.
Speaker 1 (00:23):
Yeah, like, let's just run it back, let's do it
again.
I'm outside, do you want to go?
Speaker 2 (00:25):
Yeah, like, let's just run it back Once again.
Welcome to the Digital CustomerExperience podcast with me,
alex Turkovich.
So glad you could join us heretoday and every week as we
explore how digital can helpenhance the customer and
employee experience.
My goal is to share what myguests and I have learned over
the years so that you can getthe insights that you need to
evolve your own digital programs.
(00:45):
If you'd like more info, needto get in touch or sign up for
the weekly companion newsletterthat has additional articles and
resources in it.
Go to digital customersuccesscom.
For now, let's get started.
Hello and welcome back to thedigital CX podcast.
My name is Alex Turkovich.
This is episode 87 of the showwhere we talk about all things
digital in CX, and today I ampleased to be joined by my good
(01:09):
friend and editor of this showand all around media mogul when
it comes to CX Podcasts, ofcourse, it's Dylan Young of
Lifetime Value Media and theDaily Stand-Up, and the segment
is Awesome Newsletter, and it'sactually his second time back on
(01:31):
the podcast.
We talk about all manner ofthings, yes, relating to digital
, but also life and the jobmarket, and you know, one of the
benefits of having a show likethis is you get to talk to a lot
of people and get a lot ofinsights, and that is no Dylan's
no exception there, and so Iwanted to glean a little bit of
the insights that he has learnedfrom his guests over the past
(01:54):
years.
So please enjoy this episode ofthe digital CX podcast,
featuring none other than DylanYoung.
Hi Dylan, hey Alex, welcomeback to the show.
Speaker 1 (02:07):
That's right, I was here, hey, so you know what's
interesting.
The last time we talked, youreamed me for my very bright
drinking apparatus.
Do you remember that?
Speaker 2 (02:22):
I mean I, I, yeah, I called it out several, several
times because I kept forgettingthat I called it out and I kept
getting like shocked by it,because it is so you know what I
did.
Speaker 1 (02:33):
I'm gonna lie to you.
I didn't do this for you, butwhat I have today is a dcx
branded drinking vessel,stainless steel.
This is different than theother one, but it is just as
bright and obnoxious it isbright and obnoxious, yeah
absolutely slightly wrong colororange but impressive
(02:56):
nonetheless, the best I could doon literally less than no
notice I I just happen to beusing this today.
This is not for you oh manthat's funny.
Speaker 2 (03:10):
Um well, you are among a very few who are in the
two-timers club, and I'm excitedabout that for multiple reasons
.
Okay, because not only I thinkmost people who listen to this
show will know who you are,right, but in case you don't
like Dylan Young, would you callyourself lead host of the Daily
(03:32):
Stand-Up?
Speaker 1 (03:33):
Oh, I would never.
Speaker 2 (03:34):
Head honcho, I'm the boss, you're the boss.
Speaker 1 (03:37):
No, no, no, let's not vacillate.
I'm the big cheese.
No, I'm co-host of the DailyStand-Up with my two very good
friends of which you are veryfamiliar Rob Zambito and JP
Frost.
Speaker 2 (03:50):
That's right.
On top of that, you alsoproduce a killer weekly
newsletter called the Segment,which is super, super, super
cool and very creative and, youknow, not your typical CS.
You know CS publication, but itgets into all kinds of
different things.
You are also your head of amedia empire called Lifetime
(04:13):
Value Media, which does havesome association with this show,
in that you are probably theMVP of this show, for sure.
Speaker 1 (04:22):
I love to hear that.
I love to hear that because youknow why.
The amount of people who, whenyou get to the end of the show
and you say, oh, what's in yourcontent diet?
The amount of people I guessthere's an opportunity that they
could just be being lazy butalmost to a man and woman they
say, well, a cornerstone intheir content diet is your
(04:46):
podcast.
So I like to think that I've.
I've got a piece of ownership.
Speaker 2 (04:52):
Yeah, not actual ownership, I don't mean that,
alex, but you get what I'msaying I do, I do, I, you know,
I think people mention the showat the end because you know it
was in the contract.
So I didn't get that contract,so at the end let's see how I do
yeah, right, exactly, um, butno, look, I mean, the amount of
(05:14):
content that you put out withyour co-hosts and solo and all
that kind of stuff is amazing.
I mean, it's for those of youdon't listen to it go, you know,
subscribe to the daily stand-up, because it's a daily show,
which is an insane amount, andyou have a lot of guests, and
that's part of what we're goingto talk about today, for sure.
But it's cool because it'sshort, 15-minute episodes.
(05:36):
It's not me drooling on forlike an hour.
Speaker 1 (05:40):
Yeah, and imagine how I feel having to edit that.
No, I'm kidding, I'm kidding,I'm kidding.
Yeah, I think what we wanted todo was, if you look at it from
the most positive sense, we lovethe CS community me and the
other hosts that's who we is andwe wanted a way to bring
additional value that we weren'tsure we could do by wading into
(06:03):
the 60-minute pool.
I've done that before and Ithink a lot of people do it
really well, but I thought thatthere was a void for that sort
of like micro content thatpeople can dive into every
single day, and so that's reallykind of like.
The genesis of the idea was Iwant to hear more about it, but
(06:29):
I can't listen to 60 minutesevery day necessarily, right?
Speaker 2 (06:33):
Yeah, I mean 15 minutes is a lovely amount of
time because you know you canwalk and get the mail in 15
minutes, or you can.
You know, take your dog for awalk, or you can you know it's
it's good because not everybodyhas like 50 minute commutes like
I do.
Speaker 1 (06:50):
Yeah, and in a.
So I used to love, love, lovelistening to podcasts and then I
had to curtail it quite a bitwhen I started working remotely
and then it just like didn'treally fit into my, my world
anymore, cause I can't listen toa podcast and work at the same
time.
No, and so that was anotherthing was like I think of a lot
of this is like maybe superselfish of me, but I make a lot
(07:14):
of these creative decisions ortry to identify gaps in in the
market based on how I feel andwhat I think.
I don't.
I don't think that's the rightapproach, but I am probably the
avatar of lifetime value, mediaoverall, sure.
Speaker 2 (07:31):
I would agree with that.
I would agree with that, exceptfor the sloth that you have.
Speaker 1 (07:37):
I'm slow like him.
His name is Slow Mo, for therecord, and I am slow just like
him.
Speaker 2 (07:43):
I'm lazy, I'm very lazy for the record, and I am
slow, just like him.
I'm lazy, I'm very lazy, and II disagree.
So not to put you on the spothere, but how many episodes, how
many guests have you had on thedaily stand-up?
Do you keep track of that?
Speaker 1 (07:53):
surely you do at the time of this recording, we have
crossed over 160 episodes.
Guests maybe guests?
We've done more than that yeahmaybe like 180, 190 total
episodes.
The large, large majority ofthose are one-time guests.
Yeah, we've had a couple oftwo-timers that are fantastic.
(08:16):
You have actually been on threetimes, though at the time of
this recording, two of thoseepisodes have not aired yet.
All right, which is why I hadto laugh at I'm.
I am in rarefied air for twotimers on dcx and you're already
at three on the daily stand up.
I mean, I don't want to comparenotes, but I'm obviously a much
kinder and more benevolent hostthan you to to give you as much
(08:39):
air time as I have so yeahsomething like I mean maybe like
200 episodes and let's say like150, 160 guests.
Speaker 2 (08:48):
So I mean, obviously this is the Digital CX show, so
we've, you know, trying to focuson digital stuff, but we get,
you know, we go as you know, wego all over the place.
Sometimes, of course, out ofthose guests that you've had,
how many?
Because the format of the showis, somebody basically brings a
topic to the show, right and andyou famously ask what's on your
(09:10):
mind?
And famously, and I'm curiousto get a sense from you, because
I I'll admittedly have notlistened to all 160 some odd
episodes.
Speaker 1 (09:22):
I gotta go go.
Speaker 2 (09:23):
Yeah.
Speaker 1 (09:24):
I know.
Speaker 2 (09:29):
How much digital related or technology related
things have people brought tothe show and have you walked
away after all those episodeswith kind of a sense for, or a
finger on the pulse, so to speak, of what's happening digitally?
Speaker 1 (09:41):
So you're gonna love this because you and I have
talked quite a bit.
I'm a I'm a big fan ofambiguity, yeah, and I think the
problem I'm gonna have withthis answer is like okay, so
let's start at the beginning.
The question was how manypeople have talked about digital
?
I'd bet it's less than 20.
(10:02):
However, I think more peopleare mentioning it as just
another tool in the toolbox forcustomer success, which I think
is appropriate.
I agree.
I remember the very first timeyou and I ever talked, you told
(10:23):
me about this podcast you werecreating and I don't want to
sound like a wise old man here.
No, I said I love it.
I think that's a great idea andthat's as niche as you have to
be with this stuff.
It can't be like well, I wantto talk about baseball.
It's got to be about the TampaBay Rays, it's got to be about
(10:44):
the New York Yankees.
Pitching you can't, yeah, justbeing an outfielder.
No, the point is, you justcan't be that broad anymore when
you're creating content and youcan go so deep on a topic.
Now I remember that first timewe talked it was a different
time and it was very much whenpeople thought about it as a
(11:05):
segment.
Speaker 2 (11:07):
Yes, oh, absolutely.
Speaker 1 (11:09):
I don't think that's the case anymore, and so so many
of our conversations we mightjust offhandedly mention digital
as this method of communicatingwith customers or this method
of accomplishing a very specifictask more efficiently in a way
that I don't think happened twoyears ago.
Speaker 2 (11:29):
Yeah, I concur, and it's interesting you say that
because it is kind of a thingit's regarded as a tool in the
tool belt, but to many it'sstill this kind of black box
situation where a lot of peopleeven have said to me is like,
you know, we have digital.
I'm like what does that mean?
Like yeah, they use email thisisn't binary, it's not a boolean
(11:53):
, like it's not on or off, likeyeah yeah yeah, you know so.
So I think a lot of people loveto like mention digital cs.
Is this one thing?
But it it's.
You know it's a multitude ofthings.
It can be anything reallywithin your organization and the
variables are vast, and so youknow it makes sense why people
just mention it like that.
(12:14):
But still, I think a lot ofpeople are struggling with the,
the identity of digital and howhow that impacts their own gig
and their own organization,their own team.
Speaker 1 (12:26):
You zoom out for a second and you think about oh,
we have digital.
Yeah, and I wonder what theyactually meant, because, to your
point, it's not binary.
But did they mean they have adigital segment or did they mean
they have automated customerinteractions?
Yeah, because both of those areaccurate.
(12:47):
But it's not the end of thestory and it's funny how we can
say that and we can laugh andthat guy's an idiot, you know,
like we can say that, but whenyou're in the middle of it it's
so hard to like think about,like the NBA Back in the 90s
people would say like, oh, yeah,we shoot three-pointers.
And from somebody from the 60swould be like what the hell is a
(13:11):
three-pointer?
we didn't have that, yeah, yeah.
But steph curry would hearsomebody from the 90s say, oh
yeah, we shoot three-pointers.
And he'd be like, yeah, youshoot three a game, I shoot 40.
Yeah, right, right.
And so it's so easy, with thebenefit of of hindsight, to see
how stupid we are.
(13:32):
I wonder what it'll be inanother, even just two years.
Speaker 2 (13:36):
Oh, totally yeah, I was talking with somebody the
other day who basically gothired on to, you know, run
digital within an organizationand it was very clear that the
leadership didn't really knowwhat that meant because they
were, you know, I think she gotput in charge of like the scale
team and they were just doingscaled stuff and yeah, that's
(14:00):
tangentially related to digital,but it's not digital Like it's,
you know.
So she hired some programmanagers and actually put in
place some stuff, which is cool.
But yeah, this whole havedigital thing is like.
I mean technically, if you havean email flow, you have digital
.
Speaker 1 (14:16):
Well, yeah, if you're using a laptop, you have
digital, because the alternativewould be oh, I got to use my
landline to call people all dayand see how they're using my
product.
Like, I think we ought to bemore specific in the vocabulary
about what we mean, and part ofthat is you're talking to people
(14:37):
who aren't speaking the samelanguage.
I wonder if that person was alittle bit older, the term
digital to them was like uniqueand interesting and to you, like
, obviously you live and breatheit all day and so, like, you
know all of the, the slightpermutations of it that that
person might not be privy to.
So I think there's also adegree of grace you have to give
(14:59):
people with this sort of stuff.
Speaker 2 (15:01):
I totally agree.
I totally agree and it you knowit's, it's nice when you know,
with with the platforms, thatyou and I both have to be able
to kind of help people see someof that stuff and and and learn
about some of the nuance thatmay exist.
And you know, like I've I tellmost of the guests that come on
the show is like my goal foreach episode is is for you know
(15:25):
people to walk away with likeone, two, three, four things
written in their notebook thatthey want to go like try and do
and wait.
We're taking notes.
I mean, this episode isobviously the exception to that,
but that's my goal.
Speaker 1 (15:41):
I'd like for people to be entertained and take
nothing from this.
Let's see if we can handle that.
Speaker 2 (15:48):
Thanks for tuning into another great episode of
the Digital CX.
Do you nerd out on stuff thatyou see, like in the wild, like
digital motions that you see,and you're like, oh, that's cool
, I wonder how they did that?
I mean because I know for afact that you are.
I think you're an air tablegeek like you.
You really go, go go hard onlike your two zapier and
(16:10):
automating that stuff, do you do?
You kind of see things and getemails and you're like, oh, how
do they know that?
Speaker 1 (16:17):
so no, not emails, I am emails, don't do it for me.
Anybody who knows me knows I'ma bit of a pessimist and a cynic
and so like the thing thatactually you know, the thing
that's happening now is I'm ahabitual phone shopper, so like,
if I have free time, I just goon like some of the online
(16:38):
stores of like clothing brands Ilike or things like that, and I
I just kind of like, no, whatdo they got in the store?
I don't buy nearly as much as Iused to because I'm building a
business and we don't make thatmuch money yet, but I'm
constantly looking at stuff andthere are some companies whose
(16:59):
tracking is just like a littletoo intense.
Speaker 2 (17:02):
Oh, sure, and and they don't.
Speaker 1 (17:04):
There is no room to breathe from the moment I close
out of that browser tab on myphone and I get a text from them
saying oh hey, it looks likeyou were interested in the blah,
blah, blah.
Why don't you come back and buyit for five dollars off?
And it's it's like literallywithin minutes.
Yeah, can you imagine if youwent on a first date with
(17:34):
someone and, like you walk herto her door and you say good
night, and I can't, I would loveto see you again.
Do you think that's in thecards?
And then, before you get backto your car, you shoot her a
text and you're like hey, whatdo you think?
Let's do it again.
I'm outside, outside, do?
Speaker 2 (17:51):
you want to go?
Yeah, like, let's just run itback.
Could you imagine, yeah, it'snuts, it's nuts and the.
You know, I don't think we'vegotten any better at this stuff
as a society than we did like 10years ago when dominoes first
launched their like pizzatracker situation.
You don't think we've evolvedpast the pizza tracker.
(18:11):
I think we've evolved past it,but in a very, not great state.
Like.
All I want to know is, roughly,when the pizza is going to get
here.
I don't really need to knowwhen it's going in the oven.
I don't really need to knowwhen it's going in the oven.
I don't really need to knowwhen it's been put in the box
and sliced up.
It's fun, I like that.
That's kind of neat.
(18:31):
To your point, we've gotten solike.
And obviously this is very, veryB2C right.
We've gotten very granular with, like shipping notifications
and tracking and GPS and blahblah blah, Like it's a, that's a
, that's a whole thing.
That wasn't even fathomable 10or 15 years ago.
We have all this technology.
Speaker 1 (18:53):
It can be super easy to just over index on it like
real quick to just over index onit like real quick, even just
slap it together withoutconsideration for the actual
customer experience.
Yeah right, because that's thething.
Like if they message me thenext day, I'd be like, oh yeah,
like I feel like that's anappropriate amount of time, but
(19:15):
I wonder if they've done theresearch, and probably to know
that, like well, if they don'tbuy within X amount of time,
then they're never coming back.
I think probably what thatmisses, though, is like well,
does that research include allof the folks who receive these
text reminders?
I will also say I'm basically aLuddite in this world now, like
(19:37):
you and I are of similar ages,like we didn't grow up with the
internet no, and so but we areconsumed by it, and have been
probably since, like we wereteens or preteens.
Speaker 2 (19:49):
I was telling somebody the other day.
I remember very clearly sendingmy first email, and it was my
buddy, adam Hale, who also had acomputer.
Speaker 1 (20:04):
Well it'd be real weird if he didn't yeah.
Speaker 2 (20:08):
I just remember sending it to him it was like a
test or whatever and then Iimmediately called him to ask
him if he got it.
Speaker 1 (20:15):
Yeah, yeah, yeah.
And now they're the bane ofyour existence.
Could you imagine if somebodycalled you today in your work,
if they sent you an email andthen immediately called you and
said hey, did you get?
Speaker 2 (20:29):
there was, in fact, that happened to me last week
there was a dude who was justlike you know, figured out the
syntax of my work email, sent mea couple notes and every time,
(20:49):
followed up with a phone call,Found my number on freaking
LinkedIn, which I've sinceremoved, but like that's like
some serious stalking.
Well, no, it's you know LinkedInnavigator, sales navigator,
doing what it's good at.
But you know it's funny becausethen you apply that kind of
stuff that happens in sales.
(21:10):
If you were to apply that samekind of tenacity to post sale, I
mean you'd be pissing off yourcustomers.
Speaker 1 (21:19):
Yeah, but we do.
We do Think of all of theautomations that people build
without any consideration builtin to whether manual
interactions are occurring withthe customer.
Speaker 2 (21:35):
Yeah, well, I mean, one of the things that I've
talked about on the show beforeis, like I think it's really
really important, if you're inany kind of CS or CX capacity,
to insert yourself into yourcustomer journey on a regular
basis.
Speaker 1 (21:49):
You're big on secret shopping.
Speaker 2 (21:51):
I'm big on secret shopping because we don't do it
and I don't understand why wedon't do it.
Like, wouldn't you want to knowwhat emails you get when, when
you are a customer?
Cause I guarantee you, ifyou've never done it, you don't
know.
Like you, you know all thestuff that you've put in your
CSP to send out or whatever, butyou probably don't know what
(22:11):
they're getting from yourproduct.
You probably don't know whatthey're getting from the product
team.
You probably don't know whatthey're getting from marketing.
You probably you know, like youdon't know.
Speaker 1 (22:20):
And isn't it ironic that we are the empathetic like
limb of the organization and weare totally clueless on what
that customer journey andexperience feels like?
Speaker 2 (22:33):
Yeah, yeah, yeah, totally.
Hey.
I want to have a brief chatwith you about the show.
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As you know, algorithms love,likes, follows, subscribes,
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So if you get value out of thecontent, you listen regularly
(22:54):
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Speaker 1 (23:15):
Now back to the show.
Speaker 2 (23:16):
Yeah, totally, and you know.
Granted, in some cases it'shard to like.
You know if you're I don't knowif you're a payroll platform.
You can't onboard to a payrollplatform if you're not paying
anybody, but you know there'sways to kind of figure out
what's happening.
What else happened in your life, Dylan Young?
Speaker 1 (23:36):
You mean just like generally.
Speaker 2 (23:37):
Yeah.
Speaker 1 (23:38):
Well, so this is something very exciting that
happened earlier this week.
Lifetime Value has officiallysecured sponsors for every one
of its properties.
That's amazing.
Speaker 2 (23:50):
Congratulations.
Speaker 1 (23:52):
Every newsletter.
Thank you, yeah.
Speaker 2 (23:56):
That's really cool.
I mean it's a milestone inbuilding a business like that,
you know.
And I mean listeners of thisshow will know that for a little
while now, sponsors have beenon board, and sponsors are a
huge reason why we're workingtogether too.
Speaker 1 (24:11):
That's not true.
I worked for you for free, alex, I know you did.
Don't lie to the people.
Speaker 2 (24:17):
I know you did, but you no longer do.
Kind of Fair, fair.
Speaker 1 (24:20):
Don't lie to the people.
I know you did, but you nolonger do.
What Kinda Fair, fair, yeah, no, yeah.
So I think you know.
I wrote about this the otherday when we built Lifetime Value
, and I think anybody who doesthis sort of work like.
Your goal is to fill a void andyou want to do so in a unique
way.
I mean, I can't imagineundertaking a creative endeavor
(24:41):
and thinking I just want to doit exactly like these other
people.
Yeah, right, and so the onlyway to then validate that theory
or that thinking is typicallymoney.
It's like why do you build aproduct and people buy it?
You're excited when they buy itbecause it's like oh, they
actually want it, they love me,they really love me.
(25:02):
Who said that?
Speaker 2 (25:04):
I forget Cindy Lauper , maybe, maybe you need to
Google that, Susan Lucci.
Oh yeah, that's right.
Speaker 1 (25:22):
The numbers are not big, but the milestone and the
vote of confidence from sponsorsthat these are audience members
that they want to get in frontof is is big, and I don't mind
talking about it, because Ithink it is also a testament to
the audience and that thecontent is worth listening to
and worth consuming.
Speaker 2 (25:32):
Yeah, I agree, I'm speaking for the audience now,
but, like I mean, we're just, asa society, kind of used to.
You know, we're used toadvertising.
You know it is in our dailylives, it is everywhere, you
know.
One of the beautiful partsabout this community, though, is
that it is very focused, and,as a result, the sponsors are
(25:53):
also very focused, and I don'tknow about you I'm sure that you
know there was some criteria interms of bringing on board a
sponsor, but I I, I wanted tomake sure that whoever came on
board for the show was somethingthat I actually believed in and
didn't mind talking about, andyou know is is something that
(26:13):
that fits the mission right, I'mmaking a face as you say this
because I just want the money.
Speaker 1 (26:22):
But no, I think I will say I don't care so much
about that.
And I want to defend myselfbecause I say that to get a bit
of a rise, but then to say likeI'm more interested if they
think they can provide value tothe customer base.
Because there's two things thatare going to happen.
(26:47):
The advertising that they do onthe show is going to go like
gangbusters.
They're going to get enoughleads or demos or whatever that
they want to get to find signaland to say, oh, this is a good
channel for us to continue toadvertise on.
Or the opposite is going tohappen.
They're going to say, oh, thisis a good channel for us to
continue to advertise on.
Or the opposite is going tohappen.
They're going to say, oh, thisdoesn't resonate and they're
going to move on.
I don't necessarily think I needto protect the audience from
(27:12):
sponsors, particularly early on.
I think maybe a part of mythinking is coming from the fact
that we're just kind of likethrowing stuff against the wall
and seeing what works.
Maybe it won't be any good.
I've gotten unsolicitedfeedback from people about the
podcast, the.
It's probably important andit's not probably.
It is important to understandhow people are feeling when they
(27:34):
listen to the content or theyconsume the content.
So if somebody came to me andthey're like you know, this
advertisement stinks, but Idon't, I don't know how they
could do that, though, becauseall we do is read an ad and then
(27:58):
we move on.
It's not like you know, we'renot advertising anything.
That's crazy, uh, inflammatoryyeah energy drinks?
I wouldn't even care.
People love energy drinks.
I personally don't drink them,but what's wrong with that?
So you can bang out your calls.
Speaker 2 (28:17):
That's right, yeah, get through them.
Get through them.
Get those renewals, book thoserenewals.
Speaker 1 (28:22):
Yeah, manually writing 45 emails a day?
Yeah, that's right.
You need something for that.
Speaker 2 (28:29):
That's awesome to hear about the growth of your
business and the growth of yourempire, as I referred to it
earlier.
Yeah, earlier, yeah, the startof the empire I mean partially
was because you experienced asmany, many people have,
especially in cs.
You experienced a bit of jobloss last year, beginning of
(28:50):
last year, right, something likethat it's been at the time of
this recording almost 15 monthsyeah, insane, yeah insane, and
so and I wouldn't call it a bitof job loss a bit of that.
One is pretty binary a completeand total job loss don't
sugarcoat it, it's so longenough ago I guess um, a couple
(29:15):
things out of that.
First off, we've all benefitedfrom your, from your, your
misfortune.
So thank you for that, becauseyou have built this, this really
cool thing you know, and thedaily standup and all that kind
of stuff as a as a result ofthat.
Obviously, on the flip side,you know, you you've been
looking, you've been kind of outthere and you've also
experienced a lot of the thingsthat a lot of um job seekers
(29:41):
have been struggling with andwhatnot.
You've experienced that stufffirsthand and wanted to just get
your sense on.
You know kind of what's yoursense on things and how are you,
you know, how are you kind ofmaintaining and coping through
all of that?
Speaker 1 (29:54):
I quit for a while.
I had to, I think.
I lost my job in October of2023, the Monday, after having
worked 12 hour days over theweekend attending and helping to
break down the biggest and mostimportant conference that that
(30:16):
company goes to each year.
So was my, that was my thankyou.
Um, hey, monday at 11 am, I gota quick sync tossed on the
calendar and show up in the hrladies there too and you're
immediately like oh, I know, Iknow what's happening.
Like I, I think I logged on andjust laughed.
Speaker 2 (30:34):
I was like oh, I mean the quick sync has become quick
sink.
Oh, that has become thetelltale sign of what's about to
happen.
Speaker 1 (30:46):
Never accept that, meaning Everybody don't.
If you don't attend, they can'tlet you go.
That's right, it's a rule.
Anyway, once that I thinkbefore the day was was up I had
like polished off the resume andhad fired a couple of off, and
before the week was up I hadstarted to have interviews and
(31:08):
it didn't stop.
For months, like I, I haddozens of interviews and reached
the final stage at least half adozen times, only to be told we
gave it to somebody who has alittle bit more of this
experience or that experience.
I at one point, like man,anybody who's going through this
(31:29):
understands how much it beatsyou down yeah and I went to my I
like walked up to my wife likefeet, shuffling head down, just
like a broken man.
I was like I don't know whatand I have a toddler, by the way
, who who needs diapers and food, and and emotional, like
(31:51):
stability in the house yeah andI'm like I just don't know what
to do.
And she's like why don't youjust stop looking for a while
and that was probably march, ifyou're following along about uh,
45 days later is when werejiggered the previous podcast,
(32:12):
which was just called lifetimevalue, and started publishing
the daily standup.
So, being afforded that freedomfrom my absolutely wonderful
angel of a wife, I got up thenext day and like started
planning to build that thing.
It's a thing I'd always wantedto do, but it takes a while to
(32:35):
build a business, particularlyone like this, where it is truly
like a blue ocean, like nobodyelse is doing it, it hasn't been
verified or validated in anyway, and so we're throwing a lot
of stuff against the wall.
We've gotten to a good place,as we just discussed, in terms
of sponsorships and a goodvision, and so then, probably
(32:57):
like late summer, early fall, Iwas like cool, cool.
I think this is a good place.
I've got a lot of goodprocesses.
I've got some really goodcontractors who help me get some
work done.
I want to continue to see thisthrough, but I also probably got
to go back to work, startpaying some bills.
My wife is an absolute angel ofa woman.
But even angels have a limit totheir patience.
(33:19):
I also don't want my son tothink his dad doesn't work.
So, yeah, I've been looking fora while, but I think what also
changed, and this is what's socrazy.
I have a ton of thoughts aboutthis.
I have found next to no luckfrom cold applications.
Speaker 2 (33:39):
Right.
Speaker 1 (33:40):
Just looking at listings and saying like, oh,
that sounds like me.
I feel like I could do that andjust tossing my application in
the ring.
Speaker 2 (33:48):
Yeah.
Speaker 1 (33:49):
When I went back to it, it was almost exclusively
networking with people andsaying, hey, I'm in the market.
Do you got anything that walksand talks like what I have done
in the past?
Do you have anybody who maybethey don't even know they need
someone, but they've gotquestions and can you introduce
me?
Love to just talk with them.
(34:10):
And then there was a lot oflike talking to people without
any ask whatsoever.
Speaker 2 (34:16):
Yeah, yeah.
Speaker 1 (34:17):
Learning from other people.
I've talked to dozens of peoplewho have made career
transitions in the same time andsaid, like, how did you do it?
What did you how?
And so a lot of the things Ijust described are exactly what
they said.
Like well, I don't cold applyto anything.
Speaker 2 (34:35):
The spray and pray does not work.
Speaker 1 (34:37):
It does not.
It's awesome for your vanitymetrics of like.
I used to keep a spreadsheet ofall of the applications I
submitted.
The only metric that actuallymatters, which is number of
hires achieved.
That's right.
It's usually very low incomparison.
Speaker 2 (34:52):
I put in 10,000 applications.
Speaker 1 (34:55):
It also, once I flipped that mindset and I
started to like really have morein-depth conversations with
people who were hiring for CSleaders, or had done so, or who
had just become, who had justbeen hired as CS leaders, I
realized how stupid it would beto just hire a leader of an
(35:21):
existing team that you've nevermet before, right?
Can you imagine, yep, like Ionly get to know you through a
total of maybe five hours ofconversations broken up over six
, seven, eight weeks.
Speaker 2 (35:39):
Which is crazy, because that used to be the norm
.
Speaker 1 (35:41):
Very much the norm that used to be the norm.
Yeah, well, what I think is alsoinsane is how ridiculous of a
process it still is.
Like that's the only way we gethired now, yeah, is we've got
to have had conversations withpeople for years and get to know
them, right, well, what aboutanybody who didn't know that
(36:02):
secret?
That's right, that's justgetting started.
That doesn't have a job.
What do they do in the meantime?
It's, it is a I terrible way asa terrible thing for the
(36:27):
employment market to besubjected to.
Yeah.
Speaker 2 (36:30):
I mean it used to be.
It used to be that people wouldgive you advice when you were
like on the job hunt or whateveryou know to, to network and and
do all that kind of stuff.
But it was like kind ofancillary.
You know it was ancillary.
They're all these companieshave these application processes
and that's kind of stuff.
But it was like kind ofancillary.
You know it was ancillary.
There, all these companies havethese application processes and
that's kind of how you enteredthe funnel and did all that kind
of stuff and sure, if you knewsomebody you'd ask for a
(36:51):
referral.
Now the networking is the way,because I mean, there's so many
qualified applicants.
I think there's a couple ofthings right.
There's so many qualifiedapplicants in the think there's
a couple of things right.
There's so many qualifiedapplicants in the market.
We are now, more than ever eventhough there's a lot of return
to office kind of stuffhappening more than ever we're
hiring a remote workforce, whichmeans the talent pool has just
(37:15):
exploded.
And so in an applicant trackingsystem, within an hour of a gig
being posted, you're all of asudden against the thousand
other applicants, and so ahiring manager or even a
recruiter is not going to goweed through all those
applications.
They're going to favor peoplethat are in a certain person's
(37:35):
network and I was like oh, Iknow them from so-and-so, or I
talked with them at thisconference, you know, and it's
like all of those things thatused to be side notes of, yeah,
you know, go, go network and bepart of some groups or whatever.
Speaker 1 (37:50):
And now it's like like talk to people network, go
to conferences and hang out fromfive years ago bristles at that
idea, because my attitude wasbut I'm good at the work.
Like just give me a chance andI'll show you I'm good at the
(38:10):
work, yeah.
And now, having been throughthis experience and also just
talking to as many people as Ido through the work I do, I
would laugh in that dude's faceand be like you're a moron man,
like it's fine if you're reallygood at it, but probably so is
everybody else.
(38:31):
That's how they made it to aleadership position in the first
place.
And even then, like what isgood, particularly in leadership
?
What does good work mean?
That's different for everyorganization and it's up to the
team how they perceive if you'rea good leader or not.
And so it is all about thenetwork.
And as you were talking, Ithought of the horny phrase of
(38:54):
your.
Your network is your net worth.
Oh, and it's lame, right, butit is also that easy of, like
the connections you create andthe conversations you have and
the relationships that you buildand how that is everything
(39:14):
really in life.
I mean you strip business awayfrom it.
There's a lot of metrics totalk about when it comes to
business, but at the end of theday.
I think this is a thing that myco-host, rob, says all the time
.
It's people working with people.
Yeah right, yeah yeah.
And you got to get comfortablewith the fact that you got to be
(39:36):
.
You either have to beabsolutely like Elon Musk level
brilliant.
Speaker 2 (39:41):
And someone would argue with that.
Speaker 1 (39:42):
Famously yeah, true, true.
Well, he's brilliant atstealing stuff, then I mean,
even if he didn't think heinvented this stuff or started
these companies, and he's reallygood at stealing them anyway.
But he's also notoriouslydifficult to work with and just
like a miserable sob, likeyou've either got to be that or
you got to learn to play nice inthe sandbox and talk to people
(40:04):
and be a connector.
And none of that stuff comesnatural to me.
I hate it.
Well, I did hate it.
I really actually enjoy it now.
But that has been the keythrough the search now.
Speaker 2 (40:16):
Yeah, I love that.
I think that's sage advice andit's an amazing place to kind of
put a ribbon in this episode.
Speaker 1 (40:26):
Oh no, we're not done .
We're going another 40 minutes.
Speaker 2 (40:31):
Two-hour marathon.
Do you have any shout-outs orkudos that you'd like to give?
Speaker 1 (40:40):
I want to give a shout out to a couple of people,
specifically JP Frost, firstand foremost, for being one of
the very first guests I ever hadon the first version of the
podcast and who has become adear, dear friend of mine.
Rob Zambito, I can basicallysay the exact same thing.
(41:01):
Met him at a conference that mefrom five years ago would have
laughed at and been like you'resuch a loser.
You went to a CS conference andyou made a friend like
networking, again met Rob at aconference and again is one of
my dear and closest friends,both of whom now work with me
(41:27):
but I will say, I believe aresmarter or have better
temperaments than me and decidedto invest a good portion of
their time and a bit of theirreputation working with me.
I will say the same for oneother person and that is Steen
Smet, who he was doing his worldtour last year and was in New
York City for like 36 hours andI live two hours from New York
(41:49):
City and I said I'm coming tomeet you and I put on the full
court press for him to come andwork with Lifetime Value Media.
Bring his podcast, hiscreativity, his energy to
Lifetime Value Media.
And he is the first person whoever said yes.
We've had several more say yes,some big projects that are
(42:13):
going to launch later this yearbut he was the first one who
said I believe in you and I'mnot going to be on your podcast,
I just believe in you and wantto support you and see what you
can do with the content I create.
So those are probably the threepeople I want to shout out for
believing in me, a person whohad a crazy harebrained vision
(42:35):
and is trying to continue to seethat through.
Speaker 2 (42:40):
I love it.
Three amazing folks there,that's for sure.
Speaker 1 (42:46):
You're like a Ford runner-'re, like a four distant
number five, yeah, yeah.
Oh, there's somebody in between, I don't know it's funny there.
Speaker 2 (42:52):
I heard a comedian the other day say um, say
something.
Like you know, I was once toldthat I was.
You're in the top four ofcomedians in this room.
It is just like.
Okay, so number four yeah, yep,top.
Speaker 1 (43:05):
Non-divisible by five number is always very dubious,
right, that's right, you're thetop 17th best.
Yeah, it's like come on, man,you're not, you're not you're
not fooling anybody where canpeople find you?
Speaker 2 (43:21):
where can people listen to you?
Where can people engage withyour content, All of that good
stuff.
This is your.
This is your moment to plug Along list.
Speaker 1 (43:30):
Okay, easiest place to find everything we do is
lifetimevaluemediacom.
That's lifetime value media.
It's all one word.
There's no dashes, no hyphens.
Whatever Lifetimevaluemediacom,you can find me on LinkedIn.
I guess I don't have to spellit.
It'll be in the show notesH-T-P-P-S, w-w-w.
No, I should be pretty easy tofind.
(43:52):
You can also search forLifetime Value Media on LinkedIn
and it all should come together.
If all of our just massivecontent generation is working
correctly, it should all sort oflike backlink together.
But those are the two bestplaces.
Send me a message.
I love talking to people andand let's, let's do a little
networking thing, especially ifyou have a job.
Speaker 2 (44:12):
No, I'm kidding, yeah that's right if you're
gainfully employed, yeah, andhave an extra one laying around,
that's right all right buddy,hey, I appreciate you coming on
the show and I appreciate you asa person and a friend, and
you're a hell of an editor too.
Speaker 1 (44:30):
Same, same.
Let's see how I can do withthis.
Love you, alex.
Love you Bye.
Speaker 2 (44:37):
Thank you for joining me for this episode of the
Digital CX Podcast.
If you like what we're doing,consider leaving us a review on
your podcast platform of choice.
If you're watching on YouTube,leave a comment down below.
It really helps us to grow andprovide value to a broader
audience.
You can view the DigitalCustomer Success Definition
Wordmap and get more informationabout the show and some of the
(44:59):
other things that we're doing atdigitalcustomersuccesscom.
This episode was edited byLifetime Value Media, a media
production company founded byour good mutual friend, Dylan
Young.
Lifetime Value aims to servethe content, video, audio
production needs of the CS andpost-sale community.
They're offering services at asteep discount for a limited
(45:20):
time.
So navigate tolifetimevaluemediacom, go have a
chat with Dylan and make sureyou mention the Digital CX
podcast sent you.
I'm Alex Trukovich.
Thanks so much for listening.
We'll talk to you next week.
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