May 14, 2021
Today there is a very special
interview taking place on the show, in that the person being
interviewed is…me! And, no, it isn’t me asking myself questions. I
guess that is kind of like every solo episode I’ve done or much
weirder where I would speak about myself in the third
The interviewer today is Michael
Bartlett. He is the Director of Experience Innovation at JMARK and
also trains people to pass the Certified Customer Experience Exam
(CCXP). We got connected because he is hooked on books. As an avid
book junkie, he reviews many of them on his YouTube channel, called
the "CCXP Exam Simulator."
As he was prepping to do a
review of my new book, What
Your Customer Wants and Can’t Tell You, for his YouTube channel, he asked if I had
considered having someone turn the tables a bit to interview me
here on The Brainy Business. I said why not! As I’ve always found
it much easier to answer questions about myself and an experience,
than to just talk about it. I hope you enjoy the conversation as
much as I did!
I hope you love
everything recommended via The Brainy Business! Everything was
independently reviewed and selected by me, Melina Palmer. So you
know, as an Amazon Associate I earn from qualifying purchases. That
means if you decide to shop from the links on this page (via Amazon
or others), The Brainy Business may collect a share of sales or
- [00:38] Today there is a very
special interview taking place on the show, in that the person
being interviewed is…me!
- [01:03] The interviewer is
Michael Bartlett. He is the Director of Experience Innovation at
JMARK and also trains people to pass the Certified Customer
Experience Exam (CCXP).
- [04:24] If you want to
understand customers you have to understand how their minds
- [04:52] Melina shares her
journey and interest in behavioral economics.
- [07:28] Fun fact: She is a
classically trained opera singer and enjoys singing – this led to a
big realization about a tendency toward perfectionism in life and
- [09:58] It can really be one
piece that is throwing everything else off just a little
- [11:47] Our brains will limit
us and feel like you pushed too far. Your body can keep going but
your mind feels like you should stop.
- [12:34] How our brain can hold
us back psychologically in sports also translates into
- [12:46] Michael shares about
- [14:13] Melina shares how and
why The Brainy Business came about. She was writing blogs for
entrepreneurs and editing books as a side hustle.
- [16:32] When they moved, she
had a unique opportunity to really just focus on school for her
master’s degree and building a new type of business around
- [19:04] On May 19, 2018, after
encouragement from a mastermind, Melina started to rebrand her
company and launched the podcast with its first three episodes on
July 6, 2018.
- [20:13] Melina always knew she
would have a book.
- [21:53] She ended up finalizing
her publisher in late May 2020 and the full manuscript was due at
the end of August – a summer of writing!
- [23:30] When reading the book,
you can focus on the areas that really interest you or learn more
about a particular subject. She also includes corresponding podcast
- [25:03] She had an idea of some
topics that needed to be in the book. She created it similar to a
“choose your own adventure” book in the way that you can follow the
parts that interest you most. Interconnectivity is so critical to
how the brain works and that was important to reflect in the book’s
- [26:06] She gives her readers
the opportunity to make connections to jump around in a controlled
environment. She is creating a course that will be available to
purchase and go along with the book and go even
- [28:24] At the end of the book,
Melina gives a really good example of how you can chain these
- [30:01] Melina really wants her
readers to use, apply, and do what they set out to do with the
- [30:50] The most important
thing for when you are going to get started is spending more time
thinking about the problem. Taking the time to know what you are
doing, why you are doing it, and why it matters is
- [31:42] You can go and use
behavioral economics and have a good impact within your business if
you take the time to understand the concepts and how they can work
together. Everything is a learning opportunity to grow.
- [32:21] There are times when
you should reach out and find a partner, especially if it is a
really big and critical project.
- [33:32] Test small and test
- [35:18] Melina shares the books
that have inspired and impacted her.
- [38:02] Melina shares her two
recommendations of books to really dig into behavioral
- [39:23] First nugget Michael
really liked from Melina’s new book was when she reminded everybody
about the importance of first impressions and the mode people are
in when they first encounter your business.
- [39:46] Michael shares two
quotes that were huge takeaways from Melina’s
- [41:35] Melina shares her
- [42:49] Melina’s first
book, What Your Customer
Wants and Can’t Tell You is now available on Amazon, Bookshop, Barnes
Book Depository, and Booktopia.
Thanks for listening. Don’t
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what you heard, please leave a
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Order your copy of
What Your Customer Wants and
Can’t Tell You on Amazon, Bookshop, Barnes
Book Depository, and Booktopia