Kat Kennan is the founder and CEO of Radical Customer Experience™️, a ground-breaking consulting firm that encourages brands to establish genuine connections with their customers by embracing strengths-based, trauma-informed, and inclusive marketing services.
With a passion for empowering individuals and driving positive change, her mission is to help brands speak up, speak out, and foster diversity, equity, inclusion, and belonging in their customer interactions. As a certified trauma-informed professional, Kat brings a crucial perspective to her work, infusing every aspect of her business ventures with a deep understanding of the human experience.
Questions
• We always like to give our guests an opportunity to share in their own words a little bit about their journey. So, could you tell our listeners how did you get from where you were to where you are today?
• You are very good at encouraging your brands to establish genuine connections by embracing strength-based, trauma-informed and inclusive marketing services. Could you break that down for our listeners in a very layman terms that the average person listening could understand what all of that means?
• You embrace a framework called the three R's framework, which stands for Radical Vulnerability, Radical Empathy and Radical Transparency. So, could you first break down what each of those R's mean, what they represent, and then maybe give us an example of those in interjecting those into customer experiences.
• In your feedback just know that empathy is very, very, very different from sympathy. Have you come across persons who you find may lack the competencies or the behaviours that support empathy? And in cases like that, how do you overcome that, how do you strengthen that skill?
• Now Kat, can you also share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business?
• Could you also share with our listeners, maybe one or two books that you've read? Either you've read a very long time ago, or even one you've read recently, but it has had a great impact on you.
• Could you also share with us what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people.
• Where can listeners find you online?
• Now, before we wrap our episodes up, we always like to ask our guests Do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this code? Let's say for instance, you're faced with a challenge and obstacle or hurdle. And just speaking this quote or kind of repeating it to yourself kind of just gets you back on track, and gets you refocused to achieve whatever you're working on. Do you have one of those?
Highlights
Kat’s Journey
Kat shared that she’s a marketer by trade. She has been building and rebuilding marketing organizations for brands of all shapes and sizes and industry sectors for a little over 20 years. But a huge part of her story is that she has complex PTSD. So, she’s a trauma survivor herself. And a number of years ago, she realised she was perceiving marketing messages very differently.
So, during the pandemic, she went back, and she got certification of being trauma-informed and now she’s sort of marrying her personal experiences with trauma, the certification, work and a career, lifeline time of running marketing and brands.
Establishing Connections by Embracing Strength-Based, Trauma-Informed and Inclusive Marketing Services
Me: So, could you give us an example, when I read your bio, and it stated that you are very good at encouraging your brands to establish genuine connections by embracing strength-based, trauma-informed and inclusive marketing services. Now, that sounds very high level, could you break that down for our listeners in a very layman terms that the average person listening could understand what all of that means?
Kat shared that she thinks as marketers, we were all taught and are still taught fear-based marketing, right? So, we're creating urgency with our customers, there's limited time, there's limited quantity. And repeatedly putting out messages like that, while they do help in the short term can actually be very psychologically damaging in the long term when consumers are bombarded with those kinds of messages, literally, like every second of every day.
And so, what she encourages her clients to do is use that same data, and just flipping the message a bit. And so, for an example, instead of saying, “Hey, we're almost out of x, y product, limited quantities.” You can put out messaging that says, “We know this is one of your favourite products.” So, you're switching the positioning, but you're using the same data points.
And then in terms of trauma-informed and what that looks like, the fact is that all of us have experienced some kind of trauma in our lives, particularly if you look at it through the lens of COVID where 40% of us lost someone or know someone that died during a pandemic. But it really goes through all areas of marketing. A really easy tangible example on the creative campaign side would be a brand that says, say they do a Mother's or Father’s Day campaign and then they send out a text or email that says, “Hey, we know this time of year might be tough for you, click here to opt out of our Mother's Day messaging.” And so, right there, you are showing a customer that they are seen and heard.
She knows this happened to her after her mom passed, getting bombarded with all those like Mother's Day, Mother's Day, what are you getting for your mom? What are your kids getting for you? Like all of those messages, it can be really overwhelming and triggering. But instead, putting out an empathy-based message like the example she just gave, you're still driving sales, at its most basic level, you are segmenting your customers, but you make them feel heard at the same time.
Embracing The 3 R’s Framework – Radical Vulnerability, Radical Empathy and Radical Transparency
Me: Now, could you also share with our listeners, in doing research in terms of getting you on our podcast, one of the things that we found out was that you embrace a framework called the three R's framework, which stands for Radical Vulnerability, Radical Empathy and Radical Transparency. So, could you first break down what each of those R's mean, what they represent, and then maybe give us an example of those in interjecting those into customer experiences, and navigating the whole journey of the customer, ensuring that those three R's are included, what does that look like in real life for a customer?
Kat shared that the easiest way to think about it is really in terms of brand positioning. We're all humans, whether we are the customer or setting brand side, and we make mistakes, right? So, a radically vulnerable brand will own up to those mistakes, and just be really sincere about it. She thinks that it allows brands to connect on a personal level, even though they're a company.
In terms of radical empathy, it really is, it's not sympathy, that's something very different. It's at a very internal level, saying, hey, your customers are coming from all different ethnic backgrounds or size, shapes, ages, right. And embracing that they're just a whole person, and really putting their life experiences first, which then leads to sales, instead of putting sales first, which tend to make customers kind of feel not great.
And then in terms of radical transparency, she has now started saying radical transparent investment, because companies really should be investing in their communities. But it's not just putting a park bench or doing a street clean up, it is really authentically investing in their communities. Maybe it's like training the next generation of workers, maybe is like truly getting involved in the community versus, some sort of vanity metric. And so, the three of those all kind of come together to embrace what she sees as radical customer experience.
Empathy – How to Strengthen That Skill
Me: Now, a big part of what you do is empathy. And I heard you mentioned in your feedback just know that empathy is very, very, very different from sympathy. Have you come across persons who you find may lack the competencies or the behaviours that support empathy? And in cases like that, how do you overcome that, how do you strengthen that skill?
Kat shared that she doesn't think that there are people sitting around a table thinking about how to hurt people. At least, we hope not, most of us that have been brand side are trying to think of what's best for our customers. She thinks the empathy perspective comes in is it's not really changing what you do, it's changing how you think about it. In customer experience, it’s very frequently gets viewed as pure customer support, customer experience is so much more than that.
But a key element that she thinks has always been missing as someone's life experience. And being able to have empathy like whether it's where someone came from, whether it is the holiday example she just mentioned whether or not they may have lost a parent. We're all humans. Even if you're selling, for example, B2B, when you pick up the phone and talk to somebody, you're not talking to a company, you're talking to a person and so, you they deserve to be treated like a person.
Me: Agreed, 100%.
App, Website or Tool that Kat Absolutely Can’t Live Without in Her Business
When asked about online resource that she cannot live without in her business, Kat shared that she would say her own tool or app, which is the Cancel Culture Check-Up. But beyond that, certainly, she tends to live and breathe by LinkedIn. And some of the other communities that she’s involved in professionally. It can be really lonely being an entrepreneur and finding resources and communities wherever you can she thinks is very important.
Books that Have Had the Biggest Impact on Kat
When asked about books that have a big impact, Kat shared that she thinks one of the first authors that sort of set her down this path was Brené Brown. She didn't even know it at the time when she first read her work. Brené Brown has been so influential to her. When she first read about her and globally watched the infamous TED talk, going on 10 years ago, she had no idea that it was going to start the wheels turning to where she ended up today. But, she showed her actually what vulnerability really look like, both at work and at home and put this whole thing into motion. Absolutely.
Me: So, I know you've mentioned Brené Brown, but is there a particular book that you would want to give to our audience? Or is it all of her content you're saying just jump out there and buy them?
Kat shared that she thinks everyone needs to read absolutely everything she (Brené Brown) puts out. But she does have something that's just easy to get to. She has a couple of Netflix specials that are really easy to watch. She has a podcast where she is having really, really impactful conversations with folks. So, she highly recommends both of those.
What Kat is Really Excited About Now!
When asked about something that she’s really excited about, Kat shared that it's somewhere in the middle. So, they are just moving out of beta for a software product that they've put together, it's called the Cancel Culture Check-Up. Basically, it's her answer to a net promoter score, which honestly gives you no real data other than how your customers feel on average at any given moment in time. But there's an assessment that's based around the three R's that she mentioned earlier. And it measures brand sensitivity, and we know that brands that are more sensitive and empathic and vulnerable, all of these things that we're talking about will have higher sales, will engage more deeply with their customers. So, she’s totally geeking out on her own data product right now. She thinks it is a huge game changer and so, so important, particularly for consumer facing brands.
Me: So, this app or solution that you're working on, are you saying that it would be in direct competition to the NPS and give greater data insight on the clients’ experience? Or how they feel about the brand?
Kat stated yes, now, someone could certainly add a Net Promoter Question. At the end of the day, net promoter is just asking whether or not your customers would recommend your product to a friend. So, someone could add that question if they are really married to the NPS, although, as she said, she thinks it's fundamentally flawed as a metric. And, she thinks what they've put together with the brand sensitivity score far outweighs any kind of the insights that you could get otherwise.
Me: Okay. Is there a question that is attached to the app that your metric would be measuring? Like, what exactly are you pulling out from the customer from your application, if you can share any insight on it at all?
Kat shared that certainly the three R's are their frame, it's what frames the assessment. But, the product rather than a net promoter score is a Brand Sensitivity Score. So, it really deep dials into everything we're talking about like empathy and vulnerability.
And just how much customers trust a brand to do what's right. And we know even anecdotally that brands that are standing up for what's right, or embracing, even things like sustainability, and diversity and inclusion, all of those things, not only are they critical, but are really instrumental in growing their customer base and growing revenue.
Me: And when can our listeners expect for that product to be available to the world?
Kat shared that she’s so glad Yanique asked because it is available today. You just have to head on over to her website, which is www.radicalcustomerexperience.com and you will see three or four tiers that are available to subscribe to.
Where Can We Find Kat Online
Website – www.radicalcustomerexperience.com
LinkedIn – Kat Kennan
Instagram – Kat Kennan
Quote or Saying that During Times of Adversity Kat Uses
When asked about a quote or saying that she tends to revert to, Kat shared that she certainly goes back to Brené Brown. And she bases it off of Teddy Roosevelt. But, “It's easy to be in the stands. It's easy to watch and poke and make fun of people and criticize them, but it's way harder to be in the arena.” And she always remember that on those particularly tough days where it just feels like she’s getting bulldozed literally that she'd so much rather be in the arena and be facing those challenges than be just sitting in the audience watching.
Me: Perfect, I remember that one from her book The Gifts of Imperfection.
Thank you so much Kat for taking time out of your very busy schedule and hopping on this podcast with us today sharing about all of these great insights that your company and the initiatives that you're taking as it relates to empathy and transparency and authenticity and just really ensuring that your brands are not just about the outside of the customer experience or the vanity but more so the depth of it in terms of getting to know people, making people feel seen, making people feel heard, making people feel valued, because as you mentioned, those things will definitely lead to longer lasting customer relationships, customer loyalty and that's what I'm sure all brands are aspiring to, a high level of customer retention that your customers are with you for a lifetime. So, thank you so much.
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