Business
**The Humans Strike Back**

‘The Humans Strike Back’ by Hotjar is a podcast designed to help you succeed by putting people first. Discover the stories of other humans who are making a difference and thriving by putting their users, customers, team members first – so you can learn from them, take action and grow.

Latest Episodes:

We're wrapping up Season 1 of THSB... Sep 18, 2018

In this episode, David & Louis talk about what the next steps for THSB are, and why we’ve decided to switch from a weekly podcast to seasonal, plus a few outtakes :)

Listen to the episode to learn when to expect new episodes and how you can voice your thoughts and opinions about the show.

And be sure to give us your input so you can shape the direction of Season 2 by going to hotjar.com/thsbsurvey.

How Zest has generated rapid growth by combining a human touch with automation Sep 11, 2018

Today we’re talking with Yam Regev, the founder of Zest.is, a content distillery focused on providing actionable content to its users. Yam shares how combining a human touch with automation became essential to Zest’s rapid growth.

Zest has gone from 0 to almost 18,000 weekly active users in just a year, and a lot of that growth is thanks to the fact that Yam personally responded to every single content submission when Zest first started.

That human touch created a powerful WOW moment for Zest’s users, which created a positive feedback cycle that brought them back over and over.

So listen to how Yam was able to achieve this super-human feat by being smart about when to automate & when to be human, and how his commitment to the unscalable led to Zest’s success.

(And make sure to tune in next week, where Louis and I are going share what the next phase of this show is going to look like.)

Enjoy!

Topics Discussed in This Episode:

[00:01:23] What Zest is, and what led Yam to found it
[00:04:22] How Zest works
[00:07:55] How Zest created a human buffer for content
[00:10:12] The difference between content and knowledge
[00:12:18] Yam’s user-first and human-centric approach to growing Zest
[00:17:18] How Yam responded individually to all of the content submitted to Zest
[00:22:01] How Yam scaled the process of individually answering each submission
[00:25:11] The kind of responses that Yam got from his personalized emails
[00:32:53] Zest’s user success methodology
[00:35:49] How success is defined at Zest
[00:40:57] How Yam would help people understand that people-first is the most sustainable way to grow
[00:44:42] Resources that Yam recommends

Crafting a message that resonates Sep 04, 2018

Today we’re talking with Josh Braaten, a marketing consultant and founder of Brandish Insights, about the lessons he learned when he formed his own Super PAC to take on the US government and fight for net neutrality.

He shares the backstory of what led him to create a Super PAC in the first place, and then deep-dives into the practical insights he gained while crafting a message to resonate with his target audience, such as:

How to focus on helping people with the issues they are facing without needing to sensationalize
How leading with common principles can open the door for people to listen to your message
How to start taking action in the face of an overwhelming amount of things to do.

Josh was a pleasure to speak with and someone I look forward to staying in touch with outside of the podcast, so I hope you find some value here as well.

Enjoy!

Topics Discussed in This Episode:

[00:01:43] Josh’s background and work
[00:03:01] How Josh got interested in net neutrality
[00:04:14] The process of forming a super PAC
[00:13:22] Why Josh decided that a super PAC was the best way to fight for net neutrality
[00:14:49] Josh’s next steps after forming America’s Internet
[00:17:20] What Josh realized about running a successful campaign with a super PAC
[00:19:49] Driving leads that lead to conversions
[00:23:59] Why it’s important to avoid sensationalism
[00:29:17] How you can persuade people by finding principles that you have in common with them
[00:32:39] What a principles-based discussion looks like
[00:35:13] What it was that allowed Josh to think he could make a difference with a big issue like net neutrality
[00:45:20] Resources that Josh recommends

How to find meaning and stay motivated at work Aug 28, 2018

Today we’re talking with Jane Garza & Kim Perkins from NOBL.io, an organization founded to help teams change the way they work for the better.

Jane & Kim share how they’ve helped teams successfully reach higher levels of motivation & collaboration.

And it’s a far cry from the rewards and punishment systems that researchers have learned from rats in mazes 60+ years ago.

Instead, they highlight the importance of:

How meaningful work is one of the most powerful driving factors for people
Moving away from a fear-based approach work to a strength-based approach
How leaders can shift toward making space for more meaningful work

They also share just how NOBL has helped companies such as Calvin Klein and Reddit change the way they measure success with small, easy to implement steps that add up over time.
Enjoy!

How to beat procrastination through human accountability Aug 21, 2018

In today’s episode, we talk to Focusmate founder Taylor Jacobson about human-to-human accountability and how it can help us beat procrastination and achieve our professional and personal goals.

If you’ve ever sat down to work on a task and then suddenly minutes—our hours—have passed without you accomplishing much, you’re not alone. Taylor experienced that situation enough times to know something had to change: so he created Focusmate, an app that pairs people with an accountability partner for live, virtual co-working sessions.

Focusmate’s vision is to improve the way millions of people work by helping them keep on task and get their jobs done. As you’ll hear in this episode, I tried it myself, and I can personally vouch for it!

In addition to hearing the story of how the app came about, we cover powerful ideas such as:

How pairing people with an accountability partner helps improve focus and achieve goals
Why relying on willpower is not an effective way to change behavior
How vulnerability and being willing to admit our mistakes enables us to be more productive

Topics Discussed in This Episode:

[00:01:04] How Taylor ended up being interviewed for this episode
[00:03:30] How Taylor’s interest in accountability partners got started
[00:07:25] What happened when Taylor moved to India for his first startup project
[00:10:54] The event that sparked the idea for Focusmate
[00:13:00] Why Taylor believed that other people would benefit from Focusmate
[00:20:26] Why relying on willpower alone to change a behavior isn’t effective
[00:23:59] How Taylor used accountability to develop Focusmate
[00:26:49] How many people are part of Focusmate now
[00:27:03] How Nir Eyal got involved in Focusmate
[00:28:28] How Taylor would convince people who feel skeptical about accountability
[00:32:57] Resources that Taylor recommends

Careers for moms: balancing personal and professional life by teaching moms to code Aug 14, 2018

Today we’re talking with Erica Peterson, the founder of Moms Can: Code.

When she became pregnant during her studies at West Virginia University, Erica was told that this ‘life choice’ did not fit with her career progression as a graduate student.

Instead of accepting that pregnancy and parenthood can hold someone back from professional achievement, Erica eventually created Moms Can: Code, a global community of moms who are learning to code and a training program to teach moms to code both online and in their local communities.

This is an important conversation about the role of women and parents in the (tech) workplace, and one that shows why it shouldn’t be a black or white decision between choosing to work or being there for your family. Enjoy!

Topics Discussed in This Episode:

[00:01:44] How Erica came to found Moms Can: CODE
[00:07:03] What Erica did after receiving negative feedback about becoming pregnant during her graduate program
[00:08:39] How difficult the decision was to leave her graduate program
[00:10:11] How long it took Erica to apply for a new lab position
[00:12:24] How long Erica thinks is the right amount of time to wait before going back to work after having a baby
[00:16:05] What happened when Erica decided to take time off from the lab she worked at after having her baby
[00:21:16] The Family Medical Leave Act and how it affects mothers
[00:24:00] How doing science activities with her son and other parents and children helped lead to Erica founding Moms Can: CODE
[00:25:52] How the culture affects the way employers think about family leave
[00:36:51] Why being there for your family is as important as being there for your work
[00:38:25] How Erica launched Moms Can: CODE
[00:45:52] What happens when someone becomes a member of Moms Can: CODE
[00:48:10] How the creation of the airbag demonstrates why women need to be involved in STEM
[00:53:19] Why fathers need to take parental leave
[00:57:54] The resource that Erica thinks will help people understand the need for a family-inclusive culture
[01:02:53] How people can find out more about Moms Can: CODE

How to reach your peak creativity, inspiration, motivation, and drive Aug 07, 2018

Today we’re speaking with George Mumford, the mindfulness coach to some of the world’s top performing athletes.

Over his 20+ year career, George has helped teams such as the LA Lakers, The Chicago Bulls, and the New York Knicks reach new levels of focus, flow and presence.

Both Michael Jordan & Kobe Bryant directly credit George with helping them level up their game, and Phil Jackson, the coach of the Laker’s and Bull’s during their winning streaks, calls George his secret weapon that allowed him to win 8 NBA championships.

So why are we featuring him on this podcast?

Because the state of presence and flow that he helps athletes, Olympians, and global executives to achieve is a state that allows us all to focus our full potential to the moment at hand, free of the stress of what’s coming and free of the baggage of what may or may not have just happened.

In other words, a state that enables you to reach your peak creativity, inspiration, motivation, and drive.

Enjoy!

Topics Discussed in This Episode:

[00:01:19] George’s connection with Sharon Salzberg
[00:01:57] How George’s experience with chronic pain and addiction led to his interest in mindfulness
[00:02:56] What led George out of addiction
[00:06:04] The type of results George saw when he first started mediation
[00:09:23] How George went from learning about meditation to teaching mindfulness to sports teams
[00:12:19] What kinds of practices George helped the Bulls implement
[00:14:51] What George’s sitting practice looks like
[00:19:41] What George’s teachings enabled already top athletes to do that they couldn’t do before
[00:26:22] The importance of being able to let go of things
[00:31:40] How to overcome negative self-talk
[00:37:19] How to become aware of negative self-talk
[00:41:14] What someone should do if they want to start a mindfulness or meditation practice
[00:44:42] Books that George recommends

How to go from chasing numbers to making an impact by finding your ‘Why’ Jul 31, 2018

Today we’re talking with Peter Docker, co-author of the book, ‘Find Your Why.’

Peter is an Igniter and Implementation Specialist on Simon Sinek’s Start With Why team, where he’s helped companies in 88 countries around the world achieve the extraordinary by uncovering their higher purpose.

Peter shares several incredible stories about the power of finding your why, including:

Why he quit his job just days after listening to Simon’s now famous TED talk
The time he was forced to make a near-crash landing as the 1st officer of a 150-passenger commercial flight
How as an officer in the British Royal air force during one of the Gulf Wars he and his team dug deep and found a deeper purpose that drove them to incredible feats of accountability

Peter is an incredibly engaging speaker, and this conversation left me feeling charged and inspired, and I hope you end up feeling the same way.

Topics Discussed in This Episode:

[00:05:04] Peter’s introduction to the Start With Why movement
[00:08:37] What Peter was doing when he began working with the Start With Why organization
[00:10:01] The impact that Peter’s work has had on him personally
[00:12:09] What it looks like to help an organization find their context
[00:14:46] What kind of difference it can make when organizations go from understanding their content to understanding their context
[00:19:36] How finding the why is the antidote to ego
[00:27:11] What sets apart organizations and leaders that are able to transform their companies with their why from those who don’t
[00:39:57] What it looks like when changing an organization doesn’t start from the top
[00:44:13] Resources that Peter recommends for people who are looking to discover their purpose or act on their purpose
[00:46:02] Strategies you can use to begin with their own personal development
[00:49:32] How discovering your personal why can become a driving force of clarity and focus in your life
[00:51:40] How to find out more about Peter and his work

Marketing with integrity and the fight to break the consumerism cycle Jul 24, 2018

Today you’ll be hearing from Alice Karolina Smith, the founder of TheEthicalMove.org.

Alice shares a very unique story of how she went from dropping out of design school in Switzerland to being exposed to massive levels of income inequality in Bolivia – and how that led her to create an organization dedicated to breaking the cycle of consumerism.

It’s a story of how she reached a breaking point with traditional marketing methods that lead us to compromise our integrity, honesty, and transparency for a sale, and instead decided to focus her energy on encouraging companies to work towards serving the world around us.

In other words, to help companies succeed by putting people first.

Enjoy.

Topics Discussed in This Episode:

[00:01:38] When Alice started The Ethical Move
[00:02:13] What The Ethical Move is about
[00:04:35] How Alice’s experience in Bolivia influenced her to found The Ethical Move
[00:10:08] Why Alice quit graphic design school
[00:11:57] The time between when Alice left school and when she started The Ethical Move
[00:14:53] What actions business owners can take to sell ethically while still growing sustainably
[00:16:32] The importance of businesses understanding their customers
[00:20:15] Why companies should have a purpose behind what they’re doing
[00:22:07] An example of a good mission or vision for a company
[00:22:54] How helping others succeed can help your business succeed
[00:26:44] The next steps for The Ethical Move
[00:29:52] How Alice would persuade others to adopt a people-first approach
[00:31:40] A resource Alice would recommend use to help people put people first

Firing your biggest client: Why putting its team first paid off for konversionsKRAFT Jul 17, 2018

Today we’re talking with André Morys, the CEO and founder of konversionsKRAFT, one of Europe’s most successful (and award-winning) Conversion Rate Optimization agencies.

André is a great embodiment of what a people-first leader looks like, not only when it comes to his clients but also his team.

As we’ll hear from André, putting his team first has led to greater productivity, better customer service, and more revenue in the long run.

And he really walks the talk. In fact, in this conversation, André shares with us about the time he fired his single biggest client that was bringing in over €750,000 a year because they were becoming too much of a headache for his on his team.

And it paid off. Not only did they make that money back, André’s team ended up surpassing their revenue expectations for that year and continued to do so.

We also get practical and talk about how he merges big data with personal, qualitative insights to deliver results for his clients.

So get ready for a great episode on the importance of focusing on employee happiness and the impact it can have.

Topics Discussed in This Episode:

[00:01:25] How André got into CRO (conversion rate optimization)
[00:02:18] How long konversionsKRAFT has been around
[00:02:50] How André’s founding of his company interfered with his studies
[00:04:08] The team-first philosophy that André uses at work
[00:06:16] What led André to prioritize the happiness of employees, even over that of clients
[00:08:07] What André did at his company to increase employee happiness
[00:10:09] Why André fired one of his company’s biggest clients because of the effect that client was having on his team
[00:14:40] What allowed André to confidently make the hard decision to fire a client and lose a lot of revenue
[00:17:08] Whether firing a client allowed André’s team to perform better and bring in more revenue in the long run
[00:21:15] How André applies a people-first approach to CRO
[00:23:24] What happens when clients focus on data and forget about people
[00:26:41] How many customer service reps André's team spoke with to get the results they needed
[00:28:11] What happens in André’s 2-day workshop
[00:29:36] How André knows when he’s hit an emotional driver
[00:30:50] What information André needs to develop a persona
[00:32:50] The importance of qualitative data
[00:34:28] What else André’s team did to validate the customer personas they created
[00:35:29] How to go from creating personas to creating messaging to appeal to those personas
[00:38:35] The emotional drivers for a specific persona created by André’s team
[00:42:36] The connection between personas and personality types
[00:45:32] How André’s company discovers which kind of customers make the most money for their clients
[00:47:01] How André would convince people that a people-first approach is the sustainable and successful way to go
[00:50:29] A resource that André recommends

How mindfulness at work enhances decision-making & builds stronger, more effective teams Jul 10, 2018

Today I’m happy to introduce Lori Schwanbeck, a lovely human being who’s been working as a mindfulness consultant with dozens of companies and organizations like Google, the U.N., and even the ministry of Bhutan.

In fact, she was still recovering from her jet lag from coming back from Bhutan when we had this conversation.

Lori shares with us how practicing mindfulness at work can help us to enhance our decision-making, think more creatively, and build stronger teams.

Lori also shares why it’s so important to be vulnerable, human, and be yourself at work in order to create connections with others, how that actually leads to incredibly powerful teams, and why mindfulness is such a powerful tool to enable all of that.

What I loved so much about this conversation was how Lori was so willing to get personal, and how she invited me to do the same. I opened up a lot during this interview and shared a few things myself about what it is about working at Hotjar that has enabled me to do the best, most effective work of my life.

She also walked me through two incredibly quick but effective mindfulness exercises that take less than a minute each but lead to some pretty meaningful insights, so I hope you follow along and do them as well when you come to them.

I’m so glad I had the chance to talk with Lori, and I hope you feel just as at home with her as I did.

Topics Discussed in This Episode:

[00:01:30] How Lori got into mindfulness, and how that led to becoming a mindfulness consultant
[00:02:49] The Search Inside Yourself Leadership Institute
[00:04:03] Where Lori studied transpersonal psychology
[00:04:30] What was it that made Lori decide that mindfulness had to be a part of her life and work
[00:06:00] Lori’s background with Vipassana meditation
[00:08:25] How Lori can bring mindfulness and meditation into a workplace setting
[00:11:33] Research on the efficacy of building emotional intelligence
[00:13:28] The importance of emotional intelligence in the workplace
[00:17:13] What Lori’s workplace training look like
[00:18:53] How people could practice Lori’s teachings at home
[00:24:32] How to introduce skillful behavior
[00:26:10] What skillful behavior training looks like
[00:28:03] The importance of being able to be vulnerable in the workplace
[00:32:08] The types of companies and organizations who are interested in Lori’s training
[00:33:34] How Lori overcomes skepticism of her programs
[00:37:07] What happens when leaders of organizations Lori works with are skeptical or don’t buy into her methods
[00:39:25] What Lori would say to people who are on the fence about adopting a people-first approach
[00:41:06] Resources that Lori recommends
[00:43:43] The three-breath practice
[00:46:19] The neuroscience of breathing exercises

Caring deeply: How to hire the right people and earn your team’s trust Jul 03, 2018

“You are who you are and that’s why we love you. That’s why we hired you. So don’t try to be someone else because we wanted you.” – Omer Molad

Today we’re talking with Omer Molad, the founder and CEO of the recruiting software startup, Vervoe, on how to bring a more human element into the hiring process.

Omer shares an incredibly personal story about how he learned to earn the trust of his team members’ while he was a platoon commander in the Israeli army in his early 20s.

That story alone is enough of a reason to listen to this episode, but Omer also talks about how he overcame the challenges & prejudices that he faced as an outsider to the tech industry in Melbourne, Australia while looking for work, and how that led him to develop a new way to hire that eventually became the heart of Vervoe.

What I loved about speaking with Omer was his complete openness and transparency, his willingness to admit that even as the CEO, he doesn’t have all the answers but is 100% willing to make the effort and find his way.

He’s definitely an inspirational figure, and I hope you get as much value out of listening to him share his stories as I did.

Topics Discussed in This Episode:

[00:01:27] What brought Omer to Melbourne, Australia
[00:02:47] The differences between working in Israel and working in Australia
[00:04:07] What the experience of trying to find a job in Melbourne was like
[00:07:13] How Omer landed his first job in Melbourne
[00:08:21] Omer’s time in the Israeli military
[00:10:54] What made Omer realize he needed to build trust with his team when he was a platoon commander
[00:17:41] How Omer’s experiences with the military apply to where he is now
[00:20:23] How psychological safety and trust can help teams perform better
[00:24:03] How Vervoe is different from more traditional companies
[00:27:14] How compartmentalization can take energy away from work
[00:28:50] How leaders should balance being vulnerable with being a positive and motivating force for the team
[00:31:35] How Omer’s past experience combined with taking a human-first approach play out at Vervoe
[00:35:19] Omer’s experiences with hiring people who might otherwise have been screened out
[00:42:35] What the first stage of Vervoe’s hiring process looks like
[00:47:05] What happens in the second stage of Vervoe’s hiring process
[00:49:05] What Vervoe applicants do after completing stage two
[00:53:44] A resource that Omer recommends
[00:55:31] What Omer has learned from talking with introverted employees

Why ‘feminine’ traits lead to higher revenue, performance and customer engagement Jun 26, 2018

I’m very excited to introduce today’s guests:

Nilima Bhat & Raj Sisodia, co-authors of Shakti Leadership and pioneers of the Conscious Capitalism Movement.

They join me to talk about how qualities traditionally considered to be more ‘feminine’ – such as empathy, compassion, vulnerability and even love – are helping businesses increase revenue and create higher levels of employee engagement and customer satisfaction.

And this isn’t just their opinion. They came to this interview packed with research and studies showing that companies that embody these qualities significantly outperform businesses that prize domination, competition, aggression, and winning at any and all costs.

These two make such a powerful case for the need to bring a people-first mindset into every aspect of business that if I could make this episode required listening for business leaders, I would.

So have a listen and learn more about what traditional, profit-oriented businesses are getting wrong, and how a new generation of companies is setting itself up for long-term success.

Topics Discussed in This Episode:

[00:02:46] The existential crisis that led to Nilima leaving the corporate world and look for answers elsewhere
[00:05:08] Raj’s background and what led him to Conscious Capitalism and his current line of work with Nilima
[00:11:27] The research that shows that people are looking for more feminine qualities in leadership
[00:12:38] The concept of shakti leadership
[00:17:06] How to talk about the concept of shakti leadership in a way that’s accessible to anyone, regardless of spiritual background
[00:21:58] Raj’s experience with the concept of shakti
[00:27:30] The positive aspects of masculine qualities
[00:30:04] What it looks like for a company to embody a balance of feminine and masculine principles
[00:32:57] What companies look like when they have too many negative masculine or feminine traits
[00:37:52] How to create a company that embodies a balance of positive masculine and feminine traits
[00:45:00] The response to corporate pushback against ideas like the seven levels of consciousness
[00:52:23] Data that supports the fact that companies that follow the values of conscious capitalism do better
[00:56:34] Resources that Raj and Nilima recommend

Conscious leadership: How to create a no-drama, high-trust work environment Jun 19, 2018

How do you cultivate a healthy, open culture that empowers employees to thrive?

In today’s episode, we’re talking with Diana Chapman, the co-founder of The Conscious Leadership Group, about how to create a more authentic, people-focused culture at work.

Diana and her team have helped dozens of organizations, including Ebay, Asana, Whole Foods and more, to increase employee engagement and performance by eliminating drama, building trust, and cultivating a culture where authenticity, vulnerability, and transparency can take root.

And they’re getting results. In fact, Dustin Moskovitz and Justin Rosenstein, the co-founders of Asana, actually give every single one of their employee the chance to go through CLG’s leadership training, and credit that with helping them to more effectively achieve their company goals.

In this episode, you’ll learn:

How Diana went from teaching scrapbooking classes in Michigan to teaching Silicon Valley giants the importance of conscious leadership
Why authentic conversations and mindfulness matter, not just in personal relationships, but also within organizations
The need to value emotional intelligence and ‘body’ intelligence as highly as cognitive intelligence
How to cut through drama and see the underlying facts
How to change your approach to a situation by changing the way that you frame it
How to create a roadmap to get yourself and your team out of negative habits

Diana is an incredibly open and inspiring person and was more than willing to share the exact exercises she guides companies through to help their employees to thrive.

Topics Discussed in This Episode:

[00:01:10] How Diana moved from teaching scrapbooking to her current career
[00:02:36] The class on conscious relationships that Diana took from Gay and Katie Hendricks
[00:03:07] What it was about the classes at the Hendricks Institute that made Diana want to focus on conscious leadership
[00:06:03] The definition of conscious leadership
[00:07:30] The power of being in the present
[00:09:09] What being present looks like
[00:11:29] The three types of intelligence
[00:13:50] How you can cultivate emotional intelligence and body intelligence
[00:17:09] What happened when a presentation did not go the way that Diana expected
[00:20:12] What Diana changed about her presentation•[00:22:02] How the experience of the group Diana was working with changed once she changed her approach
[00:22:58] How that presentation experience impacted the way that Diana makes presentations with other companies
[00:23:28] How to present people-first ideas to people in organizations who are skeptical
[00:25:47] Exercises that can help with presenting alternative ideas
[00:34:55] How clients can use the results of their exercises
[00:36:57] Steps organizations that want to change can take
[00:38:12] What to do when one person wants to have an authentic conversation and another person does not•[00:41:34] What kind of changes Diana has seen in organizations that have embraced conscious leadership
[00:42:26] What flow states are
[00:43:30] How Diana would help people understand the benefits of a people-first approach
[00:48:02] One resource that Diana recommends•[00:49:03] The Enneagram system

How to fix failed messaging with just 3 conversations Jun 12, 2018

“I realized that I’m doing the same stuff as I was doing at the first launch, this is like launch number four, and I’m not growing like I should be. What’s the missing piece here?”

“What I discovered? There’s a big difference between your audience and your customers.”

- Brian Dean, founder of Backlinko.com

Today, we’re speaking with Brian Dean, the founder of Backlinko.com, about the importance of talking to people in order to make sure your messaging is on point. I’ve been a fan of Brian’s for years now, and his site is one of my favorite sources for everything related to SEO and building backlinks.

Today, Brian is going to walk us through how sales of his flagship course, SEO That Works, started to stall by the 3rd or 4th launch, even though his email list was growing like crazy.

And no matter how much he looked at his analytics, he couldn’t figure out what was going wrong. UNTIL, that is, he started talking directly with his customers.

So listen closely and find out how Brian dramatically increased his launch numbers with a simple human-first approach.

Topics Discussed in This Episode:

[00:02:27] Where Backlinko was in October 2013
[00:03:33] How Brian decided to launch a flagship course
[00:04:10] How Brian got the feedback that led him to create a new course
[00:04:50] How long it took Brian to create that first course, and how long it takes to create a course now
[00:05:31] How Brian learned what people thought about SEO from reading blog comments
[00:07:19] The overall structure of Brian’s first course
[00:08:07] How Brian promoted his first course
[00:08:33] What happened when Brian launched his first course
[00:09:26] How the audience changed after the launch of the first course
[00:11:26] How many people Brian tried to sell the first course to
[00:13:39] How Brian knew he could do better than he did at his initial launch
[00:14:22] The online course that Brian took to learn more about selling, and what he learned from it
[00:14:27] How Brian went about reaching out to customers who had been successful with his material
[00:16:10] What questions Brian asked when he reached out to customers
[00:17:09] What Brian found out from asking those questions
[00:19:23] How Brian changed the messaging and course after talking to customers
[00::21:37] Why talking to people is the only way Brian could have discovered the changes that he needed to make
[00:22:35] How Brian’s next launch size tripled after making changes
[00:23:28] How Brian applied his new knowledge moving forward

How to be happier, less stressed, and more effective through mindfulness meditation Jun 05, 2018

What does meditation and mindfulness have to do with success?

In today’s episode, you’ll hear from Sharon Salzberg, one of the first people to bring insight & mindfulness meditation to the US back in the 70s and 80s. She has taught meditation to thousands of people, including at retreats alongside the Dalai Lama.

So why meditation?

Because I’ve experienced & seen first-hand how meditation has helped me and others to develop the traits that are essential to succeeding by putting people first:
Empathy, compassion, presence, peace, decreased stress & anxiety, increased self-control, focus, and discipline, increased levels of energy, a heightened sense of well-being.

And the list goes on and on.

In fact, if there was only ONE thing that I would recommend others do if they want to succeed by putting people first, it would be making some kind of mindfulness or meditation practice a regular part of your life.

But don’t just take my word for it. Let’s listen to Sharon talk about her own experiences in bringing mindfulness meditation to a skeptical audience, what got her hooked to meditation, the scientific evidence behind the benefits of meditation, and how to easily get started without a lot of fuss.

Topics Discussed in This Episode:

[00:03:00] Whether Sharon has needed to hold another job during the 40 years that she’s been teaching meditation.
[00:04:41] When Sharon realized she could teach meditation full time and make a living from it
[00:06:14] What led Sharon to get into meditation and make it her life’s work
[00:09:14] Sharon’s trip to India when she was in college
[00:09:39] What about meditation had such a strong impact on Sharon
[00:12:13] Why you should continue with meditation even when it brings up negative emotions
[00:15:53] Some of the scientific findings behind the benefits of meditation
[00:22:53] How people can get started with meditation and make it part of their daily lives
[00:25:59] Which styles of meditation are best to start with
[00:27:52] Why even Type-A personalities can benefit from meditation
[00:29:55] Sharon’s book, Real Happiness at Work
[00:32:10] Sharon’s experience with perfectionism
[00:35:11] What a Loving Kindness practice is
[00:37:16] Sharon’s experience with the Dalai Lama
[00:41:28] How Sharon would convince people to adopt a people-first mindset
[00:44:37] Resources that Sharon recommends

Scaling the unscalable: How 1-to-1 conversations with customers help Drift grow May 29, 2018

What happens when you go from being customer-centric to customer-obsessed?

In today’s episode, you’ll hear from David Cancel, the CEO of Drift, the company behind conversational marketing, which emphasizes 1-to-1 conversations with your potential customers over a more traditional sign up-to-drip email series.

So why are we featuring a company that starts these conversations with a chatbot, instead of humans?

Because David, a 5-time startup founder and former Chief Product Officer at HubSpot, has without a doubt one of the most human approaches to understanding his customers that I’ve ever come across.

But he wasn’t always this customer-focused. In fact, he stumbled onto this approach almost by accident 10 years into his now 20 year stretch in SaaS, and it’s what has helped set Drift apart in the already crowded messaging market.

In this episode, David and I discuss:

How not having enough money to afford a proper support team led to the biggest breakthrough in his career, and how that helped him evolve from being customer-centric to customer obsessed
Why the only metrics that matter for measuring individual and team performance within a company are customer-related metrics
How doing the unscalable is critical to a company’s success
Why it’s so important for employees to discover their ‘superpower’ in order to thrive (as well as what David’s superpower is).

He also shares the biggest insights that he himself has gotten from his personal interactions with customers.

Honestly, David was a GOLDMINE of information on how to run a customer-focused company. So have your favorite pen and notebook handy, and get ready to take a ton of notes.
Topics Discussed in This Episode:

[00:02:27] The story of a time that David’s 11-year-old daughter came to his office to do a pricing study on baked goods
[00:06:38] The difference between a company that’s customer-centric and one that’s customer-obsessed
[00:07:09] How David got the idea for his business model at Drift
[00:011:07] What it looked like to have engineers communicating directly with customers
[00:011:43] What Drift’s methodology looks like now
[00:15:22] Which customer metrics Drift measures
[00:17:55] How customer metrics tie into the performance of the team
[00:20:15] How Drift is doing cohort analysis
[00:20:56] Whether individual performance is tied to customer metrics
[00:22:48] How Drift keeps different members of their product teams in touch with customers
[00:25:42] Why David switched away from having engineers take support calls and chats
[00:27:42] How the leadership team at Drift communicates with customers
[00:28:41] What one-to-one marketing means and how it works
[0032:00] The biggest insights that David’s gotten from meeting personally with customers
[00:34:17] Steps that David took to make his product easier to use for customers
[00:35:38] How Drift segments different types of customers in order to better serve different markets
[00:39:08] What Drift is doing in their company culture to ensure that their teams are successful
[00:43:10] Why David thinks it’s important for employees to find their superpower
[00:44:22] How to find your superpower
[00:49:03] What David considers to be his superpower
[00:49:58] How David would convince others to adopt a people-first approach
[00:52:11] Resources that David recommends

Speaking human: Using storytelling to build trust with your customers May 22, 2018

Just how much of an impact can being transparent and vulnerable have on your business?

In today’s episode, we’re talking with Alaura Weaver, a copywriter who specializes in helping people speak ‘human,’ about the effect that storytelling can have on your business and how being transparent and vulnerable in your communication can create meaningful relationships with your customers.

She also shares a powerful story about the human cost of putting profit before people that’s definitely worth listening to.

Alaura is a contributing writer to CopyHackers, one of the my favorite Copywriting resources online, and is the story editor and content manager for the PRX podcast, “Inflection Point.”

In today’s episode, you’ll learn:

How putting numbers before people leads to poor choices and a lack of trust from your customers
Why storytelling is essential to sales
Why you should frame your relationship with your customer as a shared story, with the customer as the hero of that story
How you can get actionable information out of qualitative feedback
And why it’s so important for companies to be transparent and vulnerable.

So if you want to discover how to communicate your story in a way that can help you grow your business, then this is definitely the right episode for you.

Topics Discussed in This Episode:

[00:01:40] How Alaura got into copywriting
[00:02:13] Alaura’s previous work in B2B sales
[00:04:35] Why storytelling is intrinsic to sales
[00:06:16] Why Alaura decided to pitch an article to Joanna Wiebe at Copyhackers and how the process worked
[00:08:48] The moment that Alaura realized how dehumanizing business can be, and why that prompted her to look for a more human way of doing business
[00:11:11] How putting numbers before people can result in making choices that cause guilt and break trust between companies and their customers
[00:19:36] How Alaura applied a more human-first approach to her copywriting business
[00:21:32] Why you should frame your relationship with your customer as a shared story, with the customer as the hero of the story ● [00:25:38] How Alaura walks companies through the process of discovering their story
[00:27:09] How Alaura sorts through data to find out what’s relevant and what isn’t
[00:31:20] The types of questions that Alaura asks in customer surveys
[00:32:13] How Alaura creates customer profiles
[00:33:56] How you can get quantifiable information out of qualitative feedback
[00:37:20] What to do with a customer persona once it’s established
[00:40:26] Why it benefits companies to be transparent and vulnerable
[00:45:11] The results that Alaura has seen from companies that take a story-based approach to appealing to their customers
[00:48:25] How Alaura would help people understand why a people-first approach is the most sustainable form of business
[00:50:47] One resource that Alaura recommends

Rescuing a sinking ship: How customer feedback saved CXL Institute May 15, 2018

What do you do when you take a massive gamble on an initiative you think is a sure bet, and then it almost tanks your company?

In today’s episode, Peep, the founder of CXL, one of the most popular conversion optimization blogs on the internet, shares:

How the launch of the CXL Institute training program completely bombed, left the company with only 30 days worth of cash, and got Peep to the point where he was almost ready to pull the plug and let his whole team go.

BUT, he also shares how thanks to his people-first approach, Peep and his team were able to turn things around and start generating a profit.

We talk about the exact steps Peep and his team took to understand the needs of their customers as the ship was going down, including:

The exact questions they asked when their customers started AND left the course, and how that led them to give away a key part of their course for free
How they broke down the limited data they had to better understand who was staying in the course, who was leaving, and why
As well as the fundamental change they made to the course’s format that encouraged a positive change in their customers’ behavior and led to an increase in attendance

So if you’re interested in hearing how one of the top minds in CRO managed to rescue a sinking ship, you’ll definitely want to listen to this episode.

Topics Discussed in This Episode:

[00:02:36] How the CXL Institute got started
[00:05:04] The size of the email list CXL had at the time of the launch of CXL Institute
[00:05:58] What Peep decided to do when it looked like CXL Institute was about to run out of money
[00:7:35] The things that Peep learned from the qualitative feedback they got from people who were using or canceling their service
[00:11:00] How CXL Institute conducted interviews and surveys
[00:12:53] The types of questions CXL asked in surveys
[00:14:17] How the surveys helped CXL decide what to stop doing and what to keep doing
[00:14:54] The process that CXL used for analyzing the data from interviews and surveys
[00:15:39] How changing the cancellation process helped CXL get necessary feedback
[00:17:02] The top reasons why people were canceling their CXL Institute service
[00:18:29] How CXL used churn analysis to help them understand their cancellation data
[00:24:58] Resources that Peep recommends

Escaping the ‘perfect’ trap: How to get your idea out there, fast May 08, 2018

Are you able to ship fast and get your ideas out there? Or do you get stuck in the ‘perfectionism’ trap?

In today’s episode, Sarah is going to share how she launched a brand-new User Experience course and watched it take off, before she even prepared a single lesson.

It’s a great story of how to validate a concept before even putting pen to paper by listening to your potential customers, and how to enlist your early users into creating an even more successful final product.

You’ll get to hear from Sarah about:

How losing a $5,000 a month client forced her to throw her perfectionism and impostor syndrome out the window and just launch with a concept that was ‘good enough’
How she knew she was onto to something big just by sending out a single Google form
How she sold out an 85-seat workshop with just 2 hours worth of work (and had to shut down registration early)
The one survey question she asks that always results in the most valuable responses
The need for authenticity and vulnerability in communications with customers
How obsessing over the people you want to help is a must if you really want to understand them

She also talks about the power of giving to give instead of giving to get, and the value that comes from nurturing relationships directly with your early customers.
I had a great time talking with Sarah, and I hope you learn from her as much as I did.

Topics Discussed in This Episode:

[00:02:18] Sarah’s newsletter, The UX Notebook
[00:02:35] Why Sarah started The UX Notebook
[00:03:39] Sarah’s hobby as a marathoner
[00:05:08] The definition of UX
[00:07:29] How Sarah’s first UX course, the UX Portfolio Program, got started
[00:09:32] What it’s like to lose a $5000 per month client
[00:14:00] How Sarah started testing her portfolio program idea
[00:17:28] How to get started finding an audience for your product when you don’t have a big email list
[00:18:53] The differences between Sarah’s portfolio program and other projects she’d tried in the past
[00:21:35] Advice for people dealing with imposter syndrome
[00:24:39] The importance of getting feedback from early adopters of your project
[00:26:54] How Sarah set the price for her beta program
[00:31:27] The type of feedback Sarah ended up getting from her beta users
[00:34:30] How Sarah’s portfolio program helped users
[00:35:41] What types of survey questions to ask after a purchase
[00:38:41] Sarah’s reasons for adopting a people-first approach
[00:42:24] Resources that Sarah recommends

Building habit-forming products that improve your users' lives with Nir Eyal May 01, 2018

Do we have a moral obligation to improve the lives of our users and customers? Or is the goal simply to get them addicted to our products and services?

In this episode, Nir Eyal, author of the best-selling book, "Hooked: How to Build Habit-Forming Products," shares how there IS a way to get people to use your products in a way that benefits their lives, instead of disrupting them.

After founding two tech companies that were both acquired, Nir spent years running experiment after experiment to learn exactly how successful companies were creating products that people couldn’t put down, and his research led him to the conclusion that companies focused on improving the quality of life of their users have the best shot at success.

Today, he shares with us:

The difference between hooking people and addicting them, and why addiction is NOT the goal of great product design
Why it’s definitely in a company’s long-term interest to create products that improve the quality of life of their users
The exact steps you can use to understand the needs and pain points of your users
How product hunt.com used Nir’s model to generate massive amounts of engagement

You’ll also hear Nir’s take on why making money and helping people are NOT mutually exclusive.

Enjoy!

Topics Discussed in This Episode:

[00:03:06] The goal of Nir’s book, and the difference between habit and addiction
[00:06:57] Whether companies have moral and ethical obligations to build products that are beneficial to their users
[00:08:37] The science of addiction
[00:12:48] How to design products that are habit-forming and improve people’s lives
[00:14:28] The techniques that help companies discover consumer pain points ● [00:15:38] Insights from Nir’s personal experience about finding internal triggers
[00:17:44] How Ryan Hoover recognized the opportunity in Product Hunt
[00:20:26] How to encourage engagement
[00:21:45] The next steps after building a hook
[00:26:33} Questions you should ask yourself when designing a product
[00:28:17] How Nir learned the steps that he recommends
[00:30:49] Companies that Nir has invested in
[00:31:35] How you can discover your customers’ internal triggers
[00:35:23] The importance of understanding customer psychology
[00:37:41] How companies can use data to understand customers
[00:38:51] How cohort analysis can explain customer usage of a product
[00:40:22] How to measure cohorts
[00:41:57] How companies can tell if their products are having a beneficial impact on their users
[00:44:04] Why Nir believes that a people-first approach is the most sustainable way to succeed
[00:46:02] Resources that Nir recommends

How to make a difference and create opportunities by speaking up Apr 24, 2018

What’s one of the most effective ways we can make a difference?

According to Poornima Vijayashanker, the founder of Femgineer.com, it’s our own ability to speak up and share our experiences – whether it’s at work or a conference of 400+ people.

As the founding engineer at Mint.com, Poornima helped build, launch, and scale the product until it was acquired by Intuit for $170 million.

After the acquisition, Poornima began speaking and sharing her experiences within the tech industry. Once people started coming up to her and sharing what an impact her talks had, Poornima realized what a powerful platform public speaking was – giving her a chance to make a difference by sharing her story while opening up professional opportunities that wouldn’t have been possible otherwise.
Since then, she’s spoken somewhere between 500-1000 times to audiences of over 400 people at conferences and companies around the country, including at TEDx and Salesforce.

In today’s episode, you’ll learn:

What pushed her to start speaking and get out of her comfort zone
Why she thinks EVERYONE needs to learn to speak up for themselves, especially at work
How people with zero public speaking experience can take their first steps
How she overcomes her own stage-fright, and how she’s helped other people overcome their own imposter syndrome and fear of public speaking
She also goes into the proactive steps she took to be able to get in front of 400+ people at Salesforce

I hope you enjoy this conversation with Poornima. She’s super smart, has a ton of insights, and was even generous enough to offer THSB listeners a free copy of her book, Present! A Techie's Guide to Public Speaking.

Topics Discussed in This Episode:

[00:02:36] How Poornima got started with public speaking
[00:13:06] The fear of public speaking, and what people can do to get past it
[00:16:31] Why people should speak, even if they aren’t sure they have anything new or unique to say
[00:19:10] Poornima’s experience with stage fright
[00:22:28] Steps for people who want to get started with public speaking
[00:28:25] How you can use personal experiences to find topics to speak on
[00:36:32] Why Poornima is involved in encouraging women and minorities to speak out
[00:39:47] How Poornima got invited to speak at Salesforce
[00:44:10] One vital step that people who want to get into public speaking can take
[00:45:28] Why a people-first approach is important
[00:48:49] The biggest impact that public speaking has had on Poornima
[00:53:02] The importance of having a mentor or partner

Diagnosing a confusing experience in 5 seconds Apr 17, 2018

Who knew one word could create so much confusion?

Bill Macaitis, who served as a marketing executive for 3 of the fastest ever growing SaaS companies (Slack (CRO/CMO), Zendesk (CMO) and Salesforce (SVP Marketing)), shares how a drop in website sales caused mayhem and how he discovered the culprit by getting feedback from strangers in 5 seconds.

You might not associate the Silicon Valley culture with putting people first, yet the story Bill is going to share with you is deeply rooted in human-centricity.

In today’s episode, you’ll learn about the effect that one word can have on a marketing strategy, and how the reactions of strangers who have spent only five seconds looking at a site can explain a lot about how potential customers are reacting to that site.

You’ll also learn what Bill uses to align entire teams around one core strategy, what a cohort is and why it’s important to your business, and what a five-second test is.

Topics Discussed in Today’s Episode:

[00:02:02] Bill’s role at Salesforce in 2010-2011
[00:03:20] The V2MOM acronym
[00:04:32] Marc Benioff and his vision for Salesforce
[00:08:05] The messaging around Salesforce at the time of Bill’s story
[00:09:35] Bill’s feelings and concerns about Marc’s new idea for Salesforce
[00:12:38] What made Bill realize something was wrong with the new messaging for Salesforce
[00:14:32] The size of the drop in leads at Salesforce
[00:16:52] How Bill decided to approach finding and fixing the messaging problem at Salesforce
[00:17:33] What is meant by the term “cohort” in marketing
[00:18:42] The five-second test
[00:19:37] How confusion over the word “social” was causing Salesforce to lose leads
[00:22:47] Resources that Bill recommends

From rogue experiment to global success: The story behind HubSpot for startups Apr 10, 2018

Startups used to tell HubSpot that they were undervaluing them by NOT providing an affordable option for them to use their software.

Priced well below enterprise software, nevertheless it was still unattainable to a struggling startup with the technical expertise and talent get more out of marketing and sales; and therefore, they were cobbling together a lot of different solutions that ended up being a pain to manage and scale with.

A few of Hubspot’s team members listened to their feedback, and with the blessing of our startup-loving co-founders, started a rogue experiment called HubSpot for Startups that helped startups get an edge with 90% off our premium software.

Before Kim Walsh stepped in to head up HubSpot for Startups, the experiment had been seriously flailing, with many process, positioning, and scaling issues.

Hear from Kim how she turned the program around and helped guide its vision to where it is today -- from experiment to serious force that helps startups grow, with over 800 global partners and over 2500 customers worldwide.

[00:01:56] How HubSpot got its start as a rogue experiment.
[00:06:22] What is meant by accelerators and incubators, and how they affect startups
[00:08:09] Why startups weren’t able to use HubSpot at its original price
[00:10:49] The meaning of onboarding
[00:12:10} The types of data HubSpot used to pinpoint the problem with the original price
[00:13:10] The types of questions Hubspot asked in feedback surveys
[00:15:37] How to tailor content and questions to different types of customers
[00:16:57] What HubSpot did with the feedback that they received from their startup customers
[00:19:46] How HubSpot helps its partners
[00:20:30] HubSpot’s go-to market strategy
[00:22:59] Why HubSpot for Startups changed its name from Jumpstart
[00:26:03] How Google Trends can help business owners understand their market
[00:27:39] Resources that Kim recommends
[00:28:39] Statistics on how much it costs to fund a startup
[00:29:30] How to convince people to listen to others and get feedback

Turning early users into super loyal customers with David Darmanin Apr 05, 2018

David Darmanin is the CEO of Hotjar, as well as one of the cofounders that took Hotjar from an idea to a successful company. Over the years, David has learned the value of putting people first and taking feedback seriously. He’s used this experience to help turn Hotjar’s earliest users into some of the company’s most loyal customers.

In this episode, David explains why he and his co-founders decided to create a landing page for a product that wasn’t even live yet. He talks about the things that he learned from previous startup ideas that failed and the resources that he used to ensure that Hotjar would be different.

Listen to the episode to hear David explain how Hotjar slowly began giving access to early users, eventually amassing around 7,000 users before the product’s official launch. This strategy allowed David and his co-founders to collect feedback, create WOW moments and develop relationships with beta users that continue to this day. David also tells the story of how treating a single beta user like an enterprise client led to Hotjar’s largest customer to date.

[00:03:08] Who was involved at the very beginning of Hotjar
[00:05:32] Why the decision was made to set up a homepage for Hotjar long before the official launch
[00:06:10] How David used the experience of past failures when deciding to create the beta program for Hotjar
[00:07:36] The book that helped David learn about critical ingredients for a good launch.
[00:09:20] The first day David and his co-founders gave access to people who signed up
[00:09:53] How David’s idea for a beta program stretches all the back to 2007 when he read a book about beta testing around the time Google was doing their first betas
[00:12:27] What happened when the first users started to get access to Hotjar
[00:13:50] The WOW moments that occurred when David and his co-founders started to receive feedback from their first users
[00:17:34] The types of feedback that Hotjar received from its earlier users, and what feedback David found surprising and interesting
[00:21:58] The number of conversations, heatmaps, surveys and polls, and other types of feedback received during their beta testing period
[00:22:58] How Hotjar is still getting value today from the data they received from those beta testers several years earlier
[00:23:46] Why Hotjar decided that every customer would be treated the same, regardless of how large or small their brand was, and how that led to Hotjar’s biggest six-figure client
[00:25:49] Why David believes that entrepreneurs can’t afford not to communicate openly with users you
[00:26:26] Resources that David recommends

Tal Ben-Shahar on discovering your passion & embracing failure in order to succeed Apr 04, 2018

Tal Ben-Shahar is a bestselling author, a Harvard professor who is responsible for creating two of the university’s most popular courses, and a co-founder of a leadership consulting company called Potentialife.

Tal is also an important figure in the Positive Psychology movement, a movement that focuses on learning about what makes people happy and well, as opposed to what makes them sad and sick.

In this episode, we're discussing what it means to put people first, and how doing so can help you achieve success. Tal will also talk about discovering passions, the benefits of giving, and why money doesn’t bring happiness, as well as what actually can help you find happiness.

Tal also talks about why failure is a necessary component of success. He shares examples of failure from his own life, and illustrates why he feels that it’s important to share his failure with others. He explains how you can build resilience that will help you get through failures, periods of suffering, and difficult times.

At the end of the episode, Tal also recommends resources that can help you learn how to take a people-first approach to success.

[00:01:48] What it means to Tal to succeed by putting people first
[00:03:31] The importance of cultivating a strong sense of self
[00:05:05] Tal’s thought experiment for discovering one’s passions
[00:06:41] The connection between Tal’s passion for sports and his line of work
[00:07:42] Why failure is essential to achieving success
[00:10:07] How money doesn’t bring happiness, and what does bring happiness instead
[00:11:03] Tal’s explanation of deep happiness
[00:13:02] What people should do when they’re in a job that they don’t feel passionate about
[00:15:51] An exercise that people can use when they’re looking to move into their calling
[00:17:51] How people can look for meaning in their lives and jobs
[00:21:35] The benefits of giving
[00:23:38] How the benefits of giving apply in a business context
[00:26:09] How Tal learned to share his failures with others
[00:31:38] Why it’s natural to go through periods of suffering or doubt
[00:35:25] How you can develop resilience that will help you get through difficult times
[00:38:08] How to observe negative emotions rather than trying to change them
[00:40:40] How to convince people that embracing a people-first approach in business is the most sustainable way to succeed
[00:41:44] Resources recommended by Tal

Rand Fishkin on user research, quick wins & why money comes from helping people Apr 03, 2018

Rand Fishkin, one of the co-founders of the software company Moz, shares controversial stories of pushing through product changes, thoughts on guerrilla research, and opinions on the intersection of money and helping users. Moz is a company that creates software for marketing professionals, with a primary focus on SEO. This episode was recorded a few weeks ago, before Rand left the company.
Rand has a reputation for being one of the most honest and transparent people in business. In our interview, we’ll be discussing two different situations where Rand pushed through changes to a product without following the proper process, in an effort to put users first and make the product more user-friendly. Did he make the right choice? That’s up to you to decide after you hear what Rand has to say.
In addition, we’ll be talking about the importance of curiosity, and how natural curiosity about how users are experiencing a product can result in guerilla research that can be used to improve the product. We’ll also discuss quick wins and why Rand believes that you don’t have to make a choice between making money and helping people, because the two are directly tied to each other. Tune in to hear the whole episode and get a book recommendation from Rand.

Show notes:

[00:02:26] Moz’s Keyword Explorer tool, and the usability problems that users were experiencing with it
[00:06:29] How Rand pushed through a solution for the Keyword Explorer usability problems
[00:08:02] The Keyword Explorer tool’s metrics, and how they were causing confusion for users
[00:10:18] What Rand did to push through a fix for the problem that was creating confusion about the Keyword Explorer tool’s metrics
[00:12:36] How Rand identified the initial usability problems with the Keyword Explorer tool
[00:15:32] How Rand would advise other people to identify their potential customers and reach out to them for insights
[00:18:04] Why Rand thinks it took so long to get needed changes made to a product
[00:20:07] Rand’s thoughts on quick wins
[00:21:49] The tool Moz used that showed the increase in usage after the first change
[00:22:47] Rand on why he believes that it’s process and structures that prevent needed changes that would help users, not bad people
[00:25:19] Why helping users helps ensure that you’ll make more money and your business will be more successful, so there’s no need to choose between helping people and making money
[00:27:22] Resources that Rand recommends

Teaser Mar 23, 2018

'The Humans Strike Back' by Hotjar launches on Tuesday the 3rd of April 2018! There will be 3 episodes published: one on Tuesday 3rd, one on Wednesday 4th, and one on Thursday 5th. Listen to this teaser to find out who our first guests will be. Take care and be human!

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The Humans Strike Back

In this episode, David & Louis talk about what the next steps for THSB are, and why we’ve decided to switch from a weekly podcast to seasonal, plus a few outtakes :)

Listen to the episode to learn when to expect new episodes and how you can voice your thoughts and opinions about the show.

And be sure to give us your input so you can shape the direction of Season 2 by going to hotjar.com/thsbsurvey.

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