Our core values should capture and reflect our inherent beliefs. They should influence behavior, inspire action, engage emotions, and impact decision-making. Ideally, they’re also universally true, intrinsic human motivators. And successful human-centered communication is established in BLISS with respect to those very same core values.
To connect with both your employees and customers, you have to communicate in a way that speaks to what they value most. Create a narrative that provides value (Buy-in), imparts knowledge (Learning), fits their world (Integration), approaches them across channels (Synthesis), and offers reward in taking action (Support).
Today’s guest is Lauren Bailey, Founder and President of both Factor 8 and #GirlsClub. The former is a sales training and sales management training firm and the latter is a program to increase female representation in sales leadership. Through these efforts, Lauren and her team shape the future of sales by training sales reps and managers.
To deliver human-centered communication, she’s incorporating video in a variety of ways. When someone like Lauren, whose job is to coach others, explains the power of video, you sit up and take note.
In addition to her current roles, Lauren has served as the Global Director of Training at SAP. She’s also worked for inside sales centers serving IBM, Sony, HP, Panasonic, and more.
Lauren’s on a mission to help people feel more confident and successful at work. She discusses how the broken rung, confidence gap, and forgetting curve connect to her training approach. Lauren also walks us through the BLISS acronym and explains how using video can help us speak the language of others. Connecting with people face to face at their core and using their language encourages them to care about what we’re saying — because it fits their world.
Lauren is part of a special series we’re doing this summer here on The Customer Experience Podcast. She’s one of 11 experts that Steve Pacinelli and I interviewed in-depth in the process of writing our Wall Street Journal bestselling second book, Human-Centered Communication: A Business Case Against Digital Pollution (Fast Company Press, October 2021).
Throughout this series, we’re back in conversation with each of these experts in a way that’s complementary to — rather than redundant to — their insights featured in the book.
In this episode, Lauren shares with us:
• Why there are still relatively few women in sales leadership roles
• How to apply Bloom’s Taxonomy in training
• What BLISS has to do with video communication
• How to solve some problems with today’s BDR role
• Why feeling-focused intent yields better results than outcome-focused intent
A Blissful Approach to Training Customers and Employees
Hear Episode 149 and any/every other conversation of The Customer Experience Podcast in your preferred podcast player …
While you’re there, please click to rate the show – and if you’ve got a minute, type up a short review. We appreciate you and value your feedback!
We also embed these conversations in a searchable and playable format in their companion blog posts. Hear our conversation Lauren Bailey right here …
Sign up for a monthly email with CX insights and highlights
Video Highlights: A Blissful Approach to Training Customers and Employees
Check out the top five video highlights from the discussion with Lauren Bailey, Founder and President of Factor 8 and Founder of #GirlsClub.
1. Changing The Face of Sales Leadership
2. The Power of Intent
3. The Forgetting Curve and Bloom’s Taxonomy
4. Fixing Problems in The BDR Role
5. Why Read The New Book Human-Centered Communication (Julie Hansen, Mario Martinez Jr., and Viveka von Rosen)
Links Related to This Conversation:
- Lauren Bailey on LinkedIn
- Factor 8
- Human-Centered Communication: A Business Case Against Digital Pollution
More in the Human-Centered Communication Series:
- Episode 151 with Mathew Sweezey, “Creating Holistic and Immersive Experiences”
- Episode 152 with Morgan J. Ingram, “Creating an Environment of Continuous Coaching”
- Episode 153 with Dan Hill, Ph.D., “Emotional Intelligence and Human-Centered Connection“
Subscribe, Listen, Rate, and Review The Customer Experience Podcast: