#192 - GOOW TV - 25th June

[00:00:00] Hello and welcome to another episode of Get Out of Wrap. Today, like last week, I am bringing you the audio from our LinkedIn Live TV show Gow TV where we chat about all things contact centres, get to know each other a little bit.

[00:00:18] We ask a big question and then go through some of the stats of our industry and chat about them. And all of the people that join, I always learned something from them.

[00:00:28] So every Tuesday on LinkedIn at 10am and as always, and I do so at the start of the show, thank you to my partners because I couldn't do any of this without them and that is DDCOS, Evalu Agent and OneCom.

[00:00:47] If you are interested with partnering with me, then please just let me know. But I hope you enjoy the show and as much as possible, I've tried to describe it in a way that's good for audio as well. But let me know what you think.

[00:01:06] Hello everyone, welcome June 25th Tuesday. We're back. It's been a week off just had an notification that says we're having trouble pungently to LinkedIn. This may be a problem with LinkedIn. Wait 30 to 60 seconds to see if nothing changes, try ending this, oh you are live.

[00:01:29] Okay, so hopefully I am there. That's a strange start to the show. Yes, June 25th. Welcome welcome welcome. It's been a couple of weeks since the last show and well, no a week. But what a busy time for us in the industry and for me.

[00:01:47] So I do hope you are well. I hope this is coming through. Let's thank first of all our partners. We have DDC did a great event with them last week at the Imperial War Museum in

[00:02:03] Trafford near Manchester, Lisztocco and did a great lecture on conversational analytics. It was fabulous. It's value agent. I'm chatting to them again tomorrow and we're going to be doing some great stuff.

[00:02:17] Can't quite sit there, but one comes so thank you very much to our partners now then. Yes, okay. You're here. That is great. A stranger. Dan hello. It's been a long time. It feels like

[00:02:34] eight is doesn't it? He is here as well. Danny good morning sir. Eddie. Hello sir, I can see you. Awesome. Me and Eddie used to work together. We had some fun. Didn't we make it is great to see you all.

[00:02:50] So let's kick off, shall we? With and as a reminder, if you comments are not showing, I promise you're I'm not ignoring. I'm really pleased to see Dan's comment there because normally yours don't always show up on my feed anyway, mate. So if you're comments don't show,

[00:03:07] please just refresh. I've realized I've written in Easter. I'm not ignoring you. Please just refresh LinkedIn. I hope everyone's got it here as well. Good morning sir. Good morning. England flag background. That's a big plus. Yeah, well today's the day isn't it? Today's the day. I'm going for

[00:03:30] a three-nil victory. I think we're finally going to start playing the way we all want England to. If you're in England, man. Oh, Marianne as well. Hello lovely. I'm here hooray. Very happy to be here today.

[00:03:45] In Coventry, how do? Raymondo is here. Raymondo. How are you? Let's kick off, shall we? With what is on your playlist? Let's get to know each other a little bit better. What style of music

[00:04:04] is your favorite or I could have phrased that as to what is on your playlist? What gets you going? What you're listening to? I love Lee Kerry's here. What a beautiful day or it is a beautiful day.

[00:04:21] A little bit too hot for you though. I've got a marks here as well. Good morning. Good. I'm glad that this warning I got from LinkedIn and Streamyard isn't true, but you are all here.

[00:04:34] Good morning. So let's get to know each other a little bit better. You're playlist, though. I don't know about you, but whenever I'm driving we have little, especially if the family are in the car, we have different playlists that we go to. So Danny, this morning started with

[00:04:56] fish, bash, bash by Pete and bad. That was a typo. What a beautiful day for. I love it. So Eddie is here as with Bandou de Mar, which are some Sambo moods or love it. You're a good

[00:05:11] mover. So we have Aaron good morning sir, but a Lincoln Park this morning for me. Love it. So Raymond Dose says Chris Stapleton, pilot childers, Alison Krauss, love me some country. I

[00:05:27] used to watch Yellowstone a lot and I don't think you can watch that without enjoying a bit of country music. Morning all, my Spotify's full of true crime podcasts not sure what that says about

[00:05:39] me. So if ever we need some detective work, Kristi, I'm in good morning to you, then you other person to go to. I do like what's the channel 4124 hours in police custody? That is a good one.

[00:05:53] Harry has gone Kings of Leon, ultra bridge, meatloaf, pink, Brittany Oves, it's Brittany, good morning, good morning. Tracy, Alister, please let me know. I can't see it come up. So we have Danny says, Bev check out the Tessky Brothers Mark Brussard and Sean James.

[00:06:18] There we go, we have some recommendations. Are we peeders here? Always makes you feel warm inside Peter. But Rick Frey, Kerry says, Kristi, I'm constable, that's my Netflix. Yeah very true, I do like some true crime. I don't necessarily

[00:06:37] listen to the podcast at the moment there's two podcasts or that's all I'm listening to. I've already listened to both this morning and that is the rest is football with Gary Lennick, Aralen Chira and meca Richards who's brilliant and then the other one is the news agent.

[00:06:52] I'm consumed by the elections of the euros in the election. I am loving life at the moment. Mary Ann says, Fallout Boy, Spark, Screen Day, last dinner party with some girls allowed. Who are I believe they back touring again? Mary Ann with his girls allowed after all

[00:07:11] them tucked up. This is why I love these types of questions. Kristi Ann says, Kerry, the psychology in some people is unreal. Yeah, I would agree. You look at some of the

[00:07:23] stories in these true crime documentaries and think, wow, do you get a war with few of the world, though, where you're looking at everyone thinking, they are potential burglar or murderer. I love it.

[00:07:34] We're off on loads of tangents already. So your playlist, do you have the same challenge? I do, which is getting some of my tracks that I want in our family, hard driving playlist.

[00:07:49] So I have to wait like kind of four or five tracks before getting one that I like. Eddie says, girls allowed drum and bass remix is good. Well, there you go. I never thought that.

[00:08:02] I'd see that in a common nods in psychology. Yes, Danny, you will probably take a professional view of it. Dona, new metal mix is on pause. Juri asks Danzig, Lincoln Park, which craft night stalker says, Peter, do you change that Peter if you're spending time

[00:08:24] gaming or does that kind of stay with you then as well? The pack says Martin Taylor and Mary Ann says in response to Aaron, I do also like a bit of pop. Good, good, good, good. There is a new

[00:08:39] VT coming today and I'd choose the audio for it and there's a little bit of pop in that too. So I do hope you stick around for that. But other days it's called train,

[00:08:52] I'm already or transclassics. Well, that's kind of my background for working is above and beyond and an and unit deep. Dan says my, it's a fabulous has been buttored by my kids. The good

[00:09:07] thing is one thing all of our family share is a love of post maloine. So there is a lot of post maloine on our playlist. So that's always a good part of the journey. My personality focused is narcissism,

[00:09:26] psychopathy and macuivellism usually in leadership terms but there's more psychopaths, psychopaths in boardrooms than prison. And I imagine Danny with the election going on that you're getting a lot of a lot of study in there at the moment. Scott says very diverse music taste,

[00:09:43] something for every mood. Going to see future islands next month, everything from beetles, rocksy music, Otis Redding, Paolo and Tini, Sam Fender, Emel De May, Wolf, Alice Chemical Brothers,

[00:09:56] MD. I literally could go on for hours and I do think that is the beauty of this isn't it losing yourself in an eclectic mix of music. Christian says Danny, where are we needed a chat? I'd love

[00:10:09] to tap into your brain. Be careful what you wish for, Christian. Okay so please do keep these coming as we go. I will catch up on them and and share them. Let's start with, here we go.

[00:10:23] Maciveleon is a horse run in today. Speaky, well you've got to have a flutter on that. Maybe ask the Tories about some of the bets you should put on today. We have a smart speaker

[00:10:33] in the kitchen says Danny when my partner turns it on I'll randomly play Yackety Sax, Benny Hill to it. So my Spotify now suggests loads of TV even tunes. Oh that was one I could have

[00:10:45] done. I do. I think you always show your age. Pete says Dan, I set up a separate profile the kids link to the various echo devices. It's nurse with a drill. Oh Eddie you'll have

[00:10:58] to come back and let us know in the comments later on today if that horse wins. Yeah please do keep these coming. I wanted to talk I thought our question of the day and tap into all of

[00:11:11] your super knowledge. There are a couple of reports out last week around again customer satisfaction and I thought let's just focus on a particular area of that and that is customer loyalty. So

[00:11:26] the general view I guess is it's harder and harder to retain customers but do what do you think are the top factors that affect customer loyalty? It would be great. Some of you I know this

[00:11:44] is something that is hugely important. I think we all know the start about the cost of attracting a new customer versus retaining an existing one is there's a significant difference. Let's just

[00:11:58] carry on with these. I said to the same thing we call it in the contact centre for a manager play there calls on a Bluetooth speaker and a meeting. I'll connect and play Kass at Gleiff songs or something.

[00:12:08] Well there's one there I'm going to check them out who doesn't love a Kass like love song. Good to see you I love a play I love a mixed playlist as long as it's not hard caught anything.

[00:12:20] Danny is appreciative of you Peter. So customer loyalty what do you think top factors are that affect customer loyalty and Danny is kicking us off how you make them feel that's it that's thanks everybody that's the question over but what don't regret one to do to start.

[00:12:44] A that the customer to the company value says Eddie not the values to the customer very, very interesting thanks Eddie. Ray Mondo says effort lack of equals convenience yeah I know certainly speak impersonally if you make it easy I'm going to keep coming back so I would

[00:13:06] definitely agree with that one and Christie and there's ease of use when they need support they get it right it makes them feel good ease of use went I'll sorry three different things yeah

[00:13:19] ease of use so very much on that convenience and effort when they need to poor get it right so true Christian and then the other one make them feel good which does course go with Danny's one how

[00:13:32] do you make them feel Darren is here how easy it is to deal with you yes Darren I love it and you share regularly some of the testimonials that your customers are giving you and I see that

[00:13:44] that is that's something that comes up so you are you're putting your money away or mouth is how you handle an issue when something goes wrong yes a man that's I think when you see real customer

[00:13:57] service in being demonstrated isn't it when when things go wrong are you going to really help me so love that Harry says for me always in how you make people feel in the recruiting world anyway

[00:14:13] and as you have testimonials many from people on here coming out your yingang for that carry so you absolutely do deliver deliver that though again practicing what you preach I love it

[00:14:28] I'd argue says Danny that ease of use doing what you said and listening to me are expectations of doing the job how poor have see expect come if our expectations of loyalty are so reduced now Danny

[00:14:43] really thought provoke and point there there are of course we know the customers are are transient aren't they I think there are some brands that we get stuck on because we like the

[00:14:54] product or service and it takes a lot for us to to leave that brand but we know that customer are transient and will move for better service better product better price but you're right

[00:15:08] in terms of where are we setting our benchmark though what are the things that just should be of the given and then how do we go above and beyond Eddie says various channels to contact us

[00:15:20] very true and how easy do we make it to navigate through those channels as well isn't it Rachel good to see you a combination of consistently exceeding expectations through quality products and service while building trust and positive relationships

[00:15:39] very true I love that trust and positive relationships how many companies or brands do you feel like you have that trust and a positive relationship with speaking personally I sadly I guess I think some of the things that we use pretty much every day whether that's utilities

[00:15:58] or the internet I don't feel like I have that relationship with them I think it's very difficult to get things done with them and you know our personal experiences are very much being reflected in

[00:16:12] what we see in a lot of scores out there Mary Ann says I agree with Beth effort the journey must be smooth for all types of communication and people need to be made to feel good not that

[00:16:26] they are disturbing people when they're contacted yeah well your bother in me the football's on Danny says my partner is low to me I not because I do what I said not because she can get

[00:16:38] older me whenever it's because of the small consistent authentic things that show I care and that's really really interesting because I guess for a company does that is that evidence in things like the proactive contact around loyalty schemes and giving you things and being reliable and

[00:17:02] I can't help but think of costa so costa is the one that's nearest to us and the one we use more often than than not a very rarely run out of the things we like their loyalty scheme and their

[00:17:14] app is great so is it that kind of thing that they these are small things really but they do make a different payback there's customer investment in the product or service very true our ability

[00:17:29] to influence beyond that because Danny says a motion management endeavour what a great little phrase P an emotion management endeavour I love that now so I asked I asked that put those questions

[00:17:44] because I did a bit of research and there's a great article and study done by Forbes and I will share in my newsletter that comes as a result of this show the whole I've share the whole link

[00:17:56] we can read this in some depth but this is what they found by asking customers so the top factors that affect customer loyalty let me if you can argue with a top one I'll maybe say is that a

[00:18:12] little bit generic customer service number two was rewards programs let me just pick up Scott comment whilst you have a reader that value for money reliability and empathy a key so true Scott valued engaged customers can be brand-out for cuts first mention of something like that link in

[00:18:32] it to lullities so spot on ambassadors which in turn helps attract new customers especially with social media yeah using using our engaged customers to both track and also answer questions for new customers isn't something that's new but it's perhaps something that's certainly fallen out

[00:18:53] the limelight and Rachel also agreeing with you 100% there but let's just look at this list so you can really say two and three maybe pretty similar or part of the same answer coupons or discount codes

[00:19:10] I found the next two really interesting so environmental impact and alignment with personal values and in the article it goes on to expand on that a little bit that there is now certainly in a

[00:19:24] younger demographic of customers a desire for companies to share their views on the big societal types of questions that might arise around whether that's diversity inclusion or big key events going on in the world or the climate has referenced in point four but I thought that's that's interesting

[00:19:47] and staying silent on certain things doesn't seem to be leading to customers I'm in an impact on lullity sorry little mosquito just flew in my ear, bad bassar it to be rewarding coupons

[00:20:01] well if they want me as a customer they're going to have to pay me if you're buying lullity is it really loyalty yeah very true and we do people just go well yeah thanks I love that but

[00:20:12] as soon as I I'm treated badly or your service starts to weigh and I'm off you can keep your coupons very very true and I certainly remember in back in the day there was a garage near

[00:20:26] me that did a great is I think it was called jet and it had a great coupon scheme running which I was well into so I started filling up there but then they massively hawicked their

[00:20:38] prices over and above some of the bigger ones and I was right well I don't care about anything be interesting to see the time period this is over to see if cost of living is impact in

[00:20:50] their responses given rewards and coupons discounts are up there over ease of use website app etc this is from May of this year Darren so like I say I will share the whole thing

[00:21:04] but that's a really good consideration in terms of where we are right now in in caught with a you know cost of living it's insane isn't it at the moment christian says Danny where I'm thinking

[00:21:16] it echoes that feel good factor who doesn't want an extra 10% for being a good customer yeah very true very true christian we've got a 4.8 on trust pilot but we only send postcontacts survey to the

[00:21:30] custom has speak give breabies do well it's the same as sit reading some of the server the reviews on Amazon these are people that have had the product sent to them so for nothing it's brilliant

[00:21:43] Danny says coincidentally I've got two people of my socials this morning asking for contacts and sky to get better end of contract deal dot dot loyalty yeah really you know again

[00:21:57] does that come back to bebz earlier point about ease just why we having to go on link in asking for who might have a contact and you do see these quite often know you who's got a contact at xy so

[00:22:11] it is it is a really good point some of the other things here website speed, app availability you do wonder don't you again should those and where we are right now with technology

[00:22:27] these are these really factors I guess website content and functionality you think oh I guess navigation there but it's lower than speed that's strange but an interesting and interesting topic

[00:22:41] nonetheless now I have been busy in this last weeks since the last show and you'll be pleased to know there is a new VT so this one is and as I mentioned I thought long and hard about the

[00:22:59] the music for it so here we go I can't believe they're you're came into my life you'll mean if you're I can't believe what are we thinking so I just thought we'd have a couple of

[00:23:13] minutes and this doesn't necessarily need to be a question for me but it can be a question for me or anyone else that you've seen in the comments about how things are going what we're up to

[00:23:28] some of the events maybe we're going to what's on our mind but this is an open ended ask me or anyone anything yeah there it is there it is everything's right in the world now

[00:23:43] Danny I've got that comment and that's all I was looking for I will get my glow sticks out yeah said each I'm glad you you never leave them never leave home without them so I do

[00:23:54] I mean this might fall flat on his face but maybe no one has any questions but do we have any question not necessarily just for for me it could be to the general people

[00:24:09] watching or you might want to specify somebody in the comments that you've seen and it can be about anything here we go thank you bev first one anyone here going to the forum event Thursday

[00:24:24] in York is that the is that conference bev I was hoping to be involved in that but Christian asked me so in a half I'm not going no that's not not true at all I love the

[00:24:37] forum events a great atmosphere always at them oh look yes payers go in so there is a hug inbound there between two wonderful human beings bevily didn't know it was on I saw I don't know why

[00:24:54] but I flew as virtual it's hard to keep up at the moment agreed anywhere I'm too many times customer loyalty discount only appears when speaking to retention had that exact experience recently

[00:25:07] yes that's very galling Scott isn't it very galling no Eddie is not going to that but bev says it is on operational excellence oh I'd love to be going to that but I am stuck out there we go be

[00:25:21] done well worth the ticket for that alone just to try and see each other in person it is wonderful isn't it I don't think he's here today but Barry went to the Barry and his lovely wife went to the

[00:25:34] DDC discusses which are thoroughly recommend getting on board with but the event that we did last week on conversational analytics with the awesome Liz Stoke I hope to be able to do

[00:25:47] a podcast of a little lecture I'm just waiting for the London School of Economics to give the okay on that one because I recorded it but it was fascinating and so important to our industry

[00:26:03] there was about 20 30 people at the event and we had a great time yeah I love this it's also virtual in a couple of weeks oh yeah okay cool great oh and thanks Peter some of breast practice

[00:26:17] showcase in person yeah that will be good I have a lot of time for a lot of time for the forum so that kind of work I'm gonna do the I'm gonna do the VT again could took me a while

[00:26:30] I can't believe they're you're came into my life you'll need me see I can't breathe cherry summer song as well but oh actually it's time for another VT so it is the read along

[00:26:45] and we are we're still in a world of systems but we're gonna be looking at things that so literally I'm sure many of us give all experience now the first one and for those of

[00:27:00] a really super following this we are on what page do we are on we are on this page numbers on the oh sorry it's my eyesight we're on page 153 of the awesome contact bable UK contact center decision

[00:27:18] makers guide and here we have new agents find it difficult to familiarize themselves with our systems by contact center size so you can see 54% of respondents agree or strongly agree that new contact that new agents find it difficult to familiarize themselves with systems when they first

[00:27:43] start in the contact center which leads to sub optimal performance errors in processes and loamer row this is a higher figure than usual and is perhaps linked to the increasing number of people working remotely great little final point there to the right up to this section marion

[00:28:06] wrong directions for me to my I'm in common treat them I then travelling to London very early tomorrow for this DXFO leaders to meet anyone going to that should be real then I am back when

[00:28:17] I'm off back to the South Coast so much fun should we have a pole marion on how many train selfies you would Danny you definitely are responsible for them and wonder how many actually

[00:28:30] asked their new advisors perhaps loudlies has Danny yeah because is that me because you think it's it would be much higher and it does of course make you wonder about what we are actually doing to

[00:28:48] help people get familiar with the systems we already know from previous shows that there is going to be five systems maybe the one average five systems that agents are going to have to use

[00:29:06] are we just letting somebody buddy them and then you'll get the hang of it you'll get on with it how much time are we spending really helping people and that final point I thought is an

[00:29:17] interesting one of course which is how many people are at home Darren has got on the carry bus with the number four I do love the number four this is sure I will play in football many

[00:29:30] if for many years so next is that four systems I'm intrigued okay so I often talk related says Danny that recognize that everyone in the video and learns differently who then he spoke through identical train in processes it's great I do think that

[00:29:50] the pandemic we've gone backwards a little bit because I think the pandemic made us think about people as individuals on mass and now that's a bit of an oxymoron but we had to really consider

[00:30:03] people's situations how they learned and cater for them and I think we've just gone back to oh selfies sorry Darren sorry Darren yeah I get it our systems equal six front n three

[00:30:20] one spot once two can bases and eight I report dashboards maybe five that's how we measure distance now by the number of train selfies we see on LinkedIn I think it depends on the make up for

[00:30:36] example in my experience a small CC and a startup may have more systems to juggle as often software is bought to plug a gap at the time of a fast-scale so true the context is important

[00:30:47] Darren isn't it before the organization of matures and refines is text act if that's not in place from day one very true consistency in training is important sometimes buddy up instills bad

[00:30:59] practices yeah very true am I would like you to go and sit with this guy who's going to teach you all the things not to do a man says we did stun with our neurodiverse allies group to ensure

[00:31:09] we had appropriate material with the different learning styles great there is some great practice out there isn't there and now I would suggest is an example of that a man thank you for

[00:31:22] for sharing okay moving on we now have agents often need to duplicate or collect and paste data into multiple applications well I'm surprised because 58% of respondent agree or strongly that is necessary for agents to duplicate or cut and paste data multiple times across systems

[00:31:49] leading to wasted time and transcription errors this is found across all contacts enter size bands pretty consistent there and you do think don't you with AI and you know kind of what we have possible through technology that this is something that could be certainly big sprung ends

[00:32:16] we are now going to get you masters at copying and pasting again this was one where I expected the number two be higher I don't know what everyone else is everyone else's view on that is but

[00:32:31] that is certainly one that I expected to see higher and you do wonder to what extent are project in place it just streamline that to make it easier for people so that we talked don't

[00:32:47] we about kind of tapping into the expertise that our agents have from a dealing with customers and building relationship point of view and spending less time on transactional you know kind of minimal stuff not always a need that says Danny for example I've witnessed a perfectly reasonable

[00:33:05] CRM the producer sells performance figures for commission payments however because of a lack of trust advice is copy the details into manual trackers and other platforms to validate commission at month end this one says Christian I've seen this many times when product teams provide

[00:33:25] MVP's and don't actually get close to the users to understand impact yeah a lot of the time they say it reduces handling time yes you've hit the nail on the head there Christian 16% on neutral on

[00:33:41] this one feels like those 16% need to get a bit closer to the front line to answer what should be a simple yes or no question yeah there's another story being told here Scott isn't

[00:33:55] though yeah yeah therefore you are to know but I know yeah Christian says yes have seen this a lot and Darren completely agrees with you Christian and I think this this belies the fact that you guys

[00:34:11] are know what you're talking about and are closer to the reality maybe than some of the people that responded to this survey Marianne says integration is a huge issue I have heard so many

[00:34:26] system solution companies say they do this perfectly so please tell me why so many companies end up doing a work around certain integration pieces do not work correctly that is a bug bear

[00:34:42] now Bev says having spent many hundreds of hours side by side with agents in my consulting capacity what you spot is incredible so often the agent has given up voice in the concerns but when

[00:34:53] I'm paid to say it as it is is sometimes gets up the food chain there's a lesson there's somewhere yeah a very very true very true you want to know how to do things or what the real challenges are

[00:35:06] spend time with the with the agents there's an idea for the people running the contact them to agree to often decisions on systems platform changes with a front line and not engaged or ask what would make it easier for them yes very very true very true we have

[00:35:27] got time for one more let's have a look at this one agents post core work load is too high respondents from all size bands report problems with 62% agreeing or strongly agreeing that

[00:35:41] post core workload needs to be reduced isn't it funny a lot of the graphs that we've looked at in this read along that haven't had such high and across the board when it comes to the contact

[00:35:58] center size haven't had such high responses in terms of agree or strongly agree and they are all in the area of things directly impact agents during their job but surely this is somewhere that we

[00:36:14] need to focus on and I think both Marianne and Beves points are really good and Darren's around the kind of engagement of where we bring agents to find out what's going on in reality

[00:36:29] to find out what needs to be fixed and then when you come to look at a solutions provider that that is front and center that you start with these areas that is likely linked to the previous

[00:36:40] ones as Darren they can't get everything done while the customers on the phone due to the copy and pasting or lack of integration or too many systems so true and Eddie says old systems are

[00:36:51] the interface with new systems always calls the need for the copy and paste very true. Don't he says we recognise it's too high but get out a wrap is still a thing well yeah

[00:37:01] every cloud oh yeah yes I wonder if that is a good place to call it a wrap or today it's been great spending time with you guys I've left a few minutes as you can tell with my little

[00:37:17] three lines here the the shirt I'm already on account bound to this evening and I've made a change to the the show reservoir dogs quote learn to type thanks Eddie I've made a change going

[00:37:33] playing as out today is going to be what I think and I you know those everything that mean where someone sits there and says kind of like argue with me this is the hill I'm gonna die on

[00:37:47] that this is the best England football song there's ever been I'll leave the comments open so you can say what you think but this is the best one thank you all very much for another great show

[00:38:02] I always learned something from you all it's great to see you and there will be a show next Tuesday so I will see you next Tuesday I'll register this on LinkedIn so you can bag your seat

[00:38:14] but again thanks very much and this I'm playing as out is the best England song there's ever been come on England and of course it was at this point that I played world in motion by new order

[00:38:28] featuring of course John Barnes is famous rap I'd defy anyone to say any other song is better than that when it comes to supporting England when this is published on Friday will know

[00:38:43] England played well on Tuesday night I've been loving the euros I do hope that was interesting for you if you want to get the visuals as well then just head over to get out a rap TV on YouTube

[00:38:58] and stay tuned for another let's call it a normal get out rap podcast episode coming next week I've some really good ones lined up and once again thanks for listening and take care everyone