No single person has every answer. But there’s power (and immense knowledge) in numbers. While an individual may not be able to transform an entire way of thinking alone, many people can collectively share their expertise, diverse perspectives, and viewpoints to enable us to learn something that changes the way we do something — like communicate — forever and for the better.
With a concept as broad yet as essential as human-centered communication, it would take more than the experience and expertise of one or even two people. A dozen or more experts together can equip us with the information we need to recenter our communication around what matters most — people.
The way we communicate with others sets the tone for our relationships and lays the foundation for our long-term reputation and revenue. In our communication, it’s not just the message we’re trying to get across to our recipients that matters most. Our recipients’ needs, wants, and interests should be equal to our own. To build genuine connection, we need to approach communication in a way that demonstrates that we understand and value what’s important to them.
In today’s episode, I have the pleasure of chatting with my longtime friend and two-time coauthor, Steve Pacinelli, CMO at BombBomb. In our conversation, Steve shares what he learned throughout writing our new book, Human-Centered Communication, and we discuss some of our experts’ most actionable and exciting lessons.
In addition, we talk about what it means to be deeply human-centered in a digital age and the shared belief behind Human-Centered Communication. Steve also explains that an important goal in writing the book was to be practical. Within the pages, readers are offered interactive moments and roadmaps they can use as a guide to improving their communication. (And with a title like Human-Centered Communication, isn’t that what they should expect?) For instance, in the chapter featuring Viveka von Rosen, Co-founder of Vengreso, LinkedIn expert, and virtual and video selling teacher, readers can find seven steps to making better videos. It’s that level of actionable insights Steve finds to be so valuable in the books he reads (and writes!).
By the way, our book is available for preorder right now. It’s releasing formally on October 12, 2021, from Fast Company Press. If you’d like to listen to our entire expert series, episodes that complement each expert’s book chapter, then check out the links near the conclusion of this post.
Here are some takeaways from today’s episode:
• Why customer experience is built on the exploration of a shared belief
• Where the idea for the book originated
• What the big idea behind human-centered communication is
• Who each expert is and what you can expect in each of their chapters
• What interactive experiences we created around the book
The Shared Belief Behind Human-Centered Communication
Listen to Episode 162 and any other episode of The Customer Experience Podcast in the podcast player you prefer …
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We also embed the full conversation in a playable and searchable format right here in these blog posts. You can listen to Episode 162 with the player embedded right here.
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More in Our Human-Centered Communication Series:
- Episode 148 with Dan Tyre, “Video Messaging and The Next Normal”
- Episode 149 with Lauren Bailey, “A Blissful Approach to Training Customers and Employees”
- 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“
- Episode 154 with Mario Martinez, Jr., “The Art and Science of Selling to Prosumers“
- Episode 156 with Julie Hansen, “An Actor’s Guide to Authentic Videos“
- Episode 157 with Shep Hyken, “Why Repeat Customers May Not Be Loyal Customers“
- Episode 158 with Jacco van der Kooij, “Creating Customer Impact in Moments That Matter“
- Episode 159 with Viveka von Rosen, “Sending Videos for Greater Sales Visibility“
- Episode 161 with Adam Contos, “Video Is About Who, Not About What“
Other Episodes You Might Enjoy:
- Episode 160 Featuring Shep Hyken and Dan Tyre with Ethan Beute, “B2B Sales with Human-Centered Communication“
- Episode 6 with Steve Pacinelli, “Connecting with Customers by Exploring a Shared Belief”
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