Press 1 For Nick: Recent Episodes
CX of M Radio
Learn the stories and skills of the worldโs most brilliant and interesting Customer Experience and Customer Service Leaders.
On this podcast, Customer Service and CX expert Nick Glimsdahl, and his guests โ each with a unique wealth of knowledge โ include leaders from a variety of backgrounds and industries.
๐๐๐ ๐๐๐๐๐๐๐๐๐: ๐ LinkedIn: https://www.linkedin.com/company/press-1-for-nick/ ๐น Subscribe to the channel: https://www.youtube.com/c/Press1ForNick ๐ Apparel: https://www.teepublic.com/user/press-1-for-nick
Welcome to another episode of Press 1 For Nick! Today, we have an interesting conversation with the banking maestro himself, Anton de Wet, Chief Client Officer at Ned Bank Retail and Business Banking.
With a career that dates back to 1986, Anton is no stranger to pioneering strategies that revolutionize customer experiences in banking. He unpacks the art of crafting client-centered cultures and reveals how organizations can successfully build robust design capabilities that truly resonate with clients' needs.
Get ready to dive into the world of iterative design, rigorous testing, and the marriage between customer experience outcomes and tangible business results. Anton also sheds light on the critical role of AI in enhancing service delivery within the contact center and the imperative of continuous adaptation to stay aligned with changing client expectations.
But that's not all. He opens up about the best practices for communicating the value of client experiences, transforming customer feedback into actionable insights, and implementing consistent customer experiences across various channels. His seasoned perspective will provide invaluable insights to those new to the client experience space or feeling overwhelmed by the challenge.
So, press play, lean in, and let's decode the pixie dust and fairy tales behind crafting a successful customer experience with Anton de Wet. Stay tuned!
ABOUT NICK GLIMSDAHL
Subscribe to my weekly newsletter
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LISTENER SUPPORT
Purchase Nickโs books:
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nick
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
--- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message
Welcome to another episode of Press 1 For Nick! Today we have a treat for our listeners as we dive into the world of customer experience and strategy with Chris Hood, the mastermind business strategist and a recognized customer experience guru.
In this episode, Chris shuns the allure of inflated titles, underlining the importance of achievements over nominal status - a topic we thoroughly dissect, particularly the manipulation of titles for credibility in smaller businesses.
As we navigate the complex intersection of AI and customer engagement, Chris expresses a prudent skepticism about the rush towards AI and emphasizes the undeniable power of human connection. This notion is echoed by a poignant Super Bowl commercial by Discover Card, reinforcing the need for personal interaction in an age of increasing automation.
Furthermore, we explore the notion of Customer Value Alignment (CVA) through the intriguing Goldilock scale, debate the consequences of prioritizing profits over passion with an eye on the gaming industry, and discuss Disney's recent focus shift. The episode challenges businesses to hold fast to their foundational values while evolving with the unstoppable tides of technology and customer expectations.
Join us as we venture into business strategy and customer experience where Nick and Chris share their insights on how to not just survive but thrive in the digital age.
--- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message
Welcome back to another episode of "Press 1 For Nick"! In today's episode, we have the pleasure of having a special guest, Dr. Michael Gervais, Founder of Finding Mastery.Dr. Mike is a world-renowned psychologist and author of "The First Rule of Mastery," bringing two decades of experience working with the elite in sports and business.
This episode revolves around the critical importance of self-talk, breathing, and mental training techniques like meditation and mindfulness. We'll be exploring how these practices can not only guide us through high-stress situations but also bolster our self-worth and internal validation, transcending the need for external approvalโa concept Mike knows all too well, as he shares his battles with FOPO, the fear of other people's opinions.
We'll also delve into the transformative journey from being a puddle to embodying the resilient vastness of an ocean, discussing practical mindfulness practices, the power of journaling, and the profound impact of wise counsel. Additionally, Dr. Mike will unfold the significance of defining our identity beyond social roles and navigating the unpredictable landscape of public perception.
Join us as we unfold these mindful strategies that top athletes and successful professionals use to stay present, confident, and at the peak of their game. If you're ready to transform your mindset, let go of the fear of judgment, and embrace a life of mastery. Letโs get into this episode!
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Through conversations with leaders, Nick and his guests exchange insightful stories, best practices, and invaluable lessons they have learned along the way. They are focused on the interplay between customer experience, employee experience, and the transformation of customer service. #customerservice #customerexperience
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customerexperience #customerservice
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J.J. Peterson - StoryBrand Chief of Teaching and Facilitation at StoryBrand and Co-Author of the Book, Marketing Made Simple [Marketing]
ABOUT NICK GLIMSDAHL
Subscribe to my bi-weekly newsletter
Find me on Twitter
Find me on LinkedIn
LISTENER SUPPORT
Purchase Nickโs books:
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nick
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
--- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message
Overview: In this episode, Garry Ridge discusses the importance of servant leadership and tribal engagement in achieving success. He talks about the attributes of tribalism, such as learning and teaching, belonging, values, and specialization, and how these can be applied in modern organizations. He also shares his thoughts on the role of a tribal leader and the values he looks for in hiring people.
Highlights:
"I am committed to the task of servant leadership in that I am here to help others succeed."
"One of the biggest desires we have as human beings is to belong."
"Tribes had values. What are the values there for? To help protect people and set them free?"
"Some tribe members are better warriors, and others are better builders, and others are better sales people, and some are even good customer service people."
"Doing the right thing is most important."
Links:
WD-40 careers page: https://wd40company.com/careers/current-opportunities/
Call to action:
If you enjoyed this episode and want to learn more about servant leadership and tribal engagement, check out the WD-40 careers page and see if there are any opportunities that align with your values and skills.
ABOUT NICK GLIMSDAHL
Subscribe to my bi-monthly newsletter
Find Press 1 For Nick on YouTube
Find me on Twitter
Find me on LinkedIn
LISTENER SUPPORT
Purchase Nickโs books:
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nick
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
--- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message
In today's episode, we have the pleasure of having a special guest, Geralyn Gaines, Guest Experience Immersion Manager at Ford Motor Company.Join us on this episode of the Press One podcast as we speak with Geraldine Gaines, the Guest Experience Immersion Manager at Ford Motor Company. Geraldine shares insights on enhancing the guest experience, the importance of diversity and inclusion, and the evolution of customer expectations in the automotive industry.In this episode, we'll cover:- The role of the Guest Experience Immersion Manager at Ford Motor Company- Why it's important for dealerships to reflect the diversity of their local communities- The shift from viewing customers as transactions to treating them as guests- Strategies for enhancing the guest experience, including Four Pass Rewards and remote service options- The use of Net Promoter Score to measure customer advocacy and satisfaction.Get ready to be inspired and gain the knowledge you need to elevate your own guest experiences!
__________________________________________________________________________________________________________________________
"They want somebody who can relate. They want to talk to somebody who can relate to them and that can best serve their needs." [00:02:45]"We want to be able to attract people to our brand by providing them with these very unique experiences." [00:06:38]"If it takes that little extra time with the guests, they'll rave about you, and you'll bring in even more business." [00:19:10]"Guests want convenience." [00:20:59]"I love hospitality. This is my dream job." [00:22:12]
ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn
LISTENER SUPPORTPurchase Nickโs books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
--- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message
Episode Highlights:
In today's episode, we have the pleasure of having a special guest, Elizabeth Dixon, President and CEO of Trilith Foundation.Join us as we dive into the importance of understanding and living out one's purpose in life, and how it can lead to personal and professional fulfillment.In this episode, you will also learn more about:โข The definition of purpose and its significance in our livesโข How to distinguish between taking purpose from our work and bringing purpose to our workโข The impact of having a strong sense of purpose in life and the organizations we are part ofโข Overcoming the challenges that can hinder us from finding our purpose.โข Practical strategies for staying committed to our purpose and aligning our thoughts and actions.Get ready to dive into these topics and how they can truly transform your life. Stay tuned for an inspiring and thought-provoking conversation. Let's get started!
"To me, [purpose] means the reason that something exists or another way to say that is a reason for being."[01:30] - Elizabeth Dixon
"I had a moment that really woke me up to the fact that I was defining my purpose in a lot of ways by my work. I wasn't bringing my purpose to my work, and that there was a really big difference between those two."[02:15] - Elizabeth Dixon
"When we extract our purpose from [our work], we can really get shaken up... The opposite of that is knowing our purpose, why we exist. And then we bring that into that season, that stage, that job, we bring it to our work."
[03:10] - Elizabeth Dixon
"Statistics say, and some experts would say this is a very conservative number, that 75% of people say that they cannot articulate their purpose in life."[06:05] - Elizabeth Dixon
"We have to make sure that we are thinking about our thinking."[09:49] - Elizabeth Dixon
"What are your thoughts throughout the day? Are they aligned with your sense of purpose?"[10:30] - Elizabeth Dixon
"We need emotions to be in the car, but in the backseat of the car... If our feelings are driving anything, we are really all over the place."[14:26] - Elizabeth Dixon
"My purpose is to reflect Jesus by galvanizing people and ideas for good."[17:44] - Elizabeth Dixon
"I think I want to leave behind a legacy of a wife and a mom and a friend who reflected my creator."[22:04] - Elizabeth Dixon
"When we think about ourselves in that place [looking back at 80 years of living], what are we going to be most proud of, and what do we need to do today to truly live that out?"[25:05] - Elizabeth Dixon
ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn
LISTENER SUPPORTPurchase Nickโs books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
--- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message
Episode Highlights:
In this episode, Michael Tingey will be sharing his insights and experiences in the golf industry. He began his journey in the golf industry while still in college. Working as a sales associate at Uinta Golf in Utah, he sold golf clubs while pursuing his degree.
As he approached graduation, Michael had offers from various industries but realized that his passion lay in golf. He will take us on a journey through his career at Ping, a renowned golf company, and highlight the key elements that contribute to their success.
Join us as we talk about the importance of humility, effective communication, and taking responsibility for mistakes.
Get ready for an engaging conversation filled with valuable lessons and anecdotes that will leave you wanting to know more about the world of golf. So, let's press play and get started with our conversation with Michael Tingey.
"Finding your passion: 'I realized I love the golf industry and maybe I can make a career out of this.'"
โ Michael 01:06
Prioritizing Workload: "I learned the importance of balancing my workload and prioritizing the tasks that I have working full time and going to school, I had to juggle a lot of things and make sacrifices."
โ Michael 03:12
Customer Service Excellence: "Service is really part of our mission, and one of the things we try to do is empower our representatives to be able to handle any experience or any situation that comes their way."
โ Michael 09:20
Word-of-Mouth Marketing: "You gave us a tour. A couple of weeks ago, we had an incredible experience. We loved learning about the history of Ping. Because of that experience, I've now shared the story with all of my golfing buddies, and my family. I've shared the pictures and even went and got a custom fit for a set of I 230 irons and a hybrid. And really, I mean, isn't that what it's all about?"
โ Michael 12:25
The Importance of Custom Fitting in Golf: "Yeah, fitting is an essential part of the game, and we strongly recommend that every golfer get custom fit for their clubs."
โ Michael 13:58
Custom Golf Club Fitting: "Every swing is unique. Every person is unique and we have to create tailored individual experiences for every person that comes to get custom fit in that interview."
โ Michael 15:10
Golf Club Fittings: "We have our online web fit tool and... we've been able to develop an algorithm that allows us to get a pretty accurate fitting based off of the input that you put in."
โ Michael 18:03
The Importance of Culture and Employee Satisfaction at Ping: "When you hire the right people and get the right people into the right positions, that's where success comes."
โ Michael 21:06
Ping's Remarkable Employee Loyalty: "It's not uncommon to see people have been here 30, 35, 40 years throughout the campus."
โ Michael 24:02
The Importance of Employee Feedback: "And I think as we listen to our employees, that's how we're going to gain those insights."
โ Michael 26:28
ABOUT NICK GLIMSDAHL
Subscribe to my weekly newsletter
Find me on Twitter
Find me on LinkedIn
LISTENER SUPPORT
Purchase Nickโs books:
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nick
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
--- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message
In this episode, we delve into the remarkable life and wisdom of Horst Schulze, a true luminary in the hospitality industry and a founding member of The Ritz-Carlton Hotel Company. Horst Schulze's profound insights have not only shaped the luxury hospitality landscape but have also empowered individuals and organizations to strive for excellence in every endeavor. Join us as we uncover the essence of excellence through the lens of a visionary leader.
Episode Highlights:
- The Early Spark:
Ever wondered where Horst's passion for the hotel industry originated? Discover the childhood inspiration that fueled his lifelong dedication. - The Two Sentences that Changed His Life:
Explore the pivotal moment when a Maitre d' imparted invaluable wisdom, leading Horst Schulze on the path to excellence. - The Origin of The Ritz-Carlton:
Unearth the fascinating story behind the birth of The Ritz-Carlton and how it revolutionized the world of luxury hospitality. - Mindset Mastery:Learn how shifting his mindset and striving for excellence played a pivotal role in Horst's remarkable career growth.
- The Power of Emotional Events:
Understand why significant emotional events are catalysts for behavioral change and personal growth. - The Maitre d' as a Role Model:
Discover why the Maitre d' became an enduring source of inspiration and guidance in Horst Schulze's life. - The Ritz-Carlton's Golden Standards:
Explore the secret behind The Ritz-Carlton's success โ laminated cards defining their Vision, Mission, Credo, and 20 gold standards. - Making Tough Choices:
Delve into the difficult decision Horst made when he had to part ways with his best friend in the pursuit of unwavering standards. - Creating a Sense of Belonging:
Learn why Horst believes in not just hiring employees but selecting them, fostering a culture of belonging within an organization. - The Power of Empowerment:Understand how empowering employees is the cornerstone of building trust and delivering exceptional customer service.
- Letters of Gratitude:
Hear the heartwarming story of how Horst still receives weekly letters from employees, a testament to the lasting impact of his leadership. - Striving for Personal Excellence:Get inspired by Horst's advice to all customer service representatives and individuals seeking excellence.
Join us as we journey through the life and insights of Horst Schulze, a true advocate for excellence, and discover how his wisdom can shape your path to personal and professional greatness. Excellence is not an accident; it's a choice we make every day.
ABOUT NICK GLIMSDAHL
Subscribe to my monthly newsletter
Find Press 1 For Nick on YouTube
Find me on Twitter
Find me on LinkedIn
LISTENER SUPPORT
Purchase Nickโs books:
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nick
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Episode Highlights:
Jeff Dudan is the CEO and Chairman of HomeFront Brands, a property service franchise platform that empowers entrepreneurs to create thriving franchised residential and commercial property service local businesses. A seasoned business builder and franchise executive, he has more than 30 years of experience building, operating and successfully exiting national franchise brands, including the leading national restoration franchise AdvantaClean. Dudan is also a noted podcast host, published author and keynote speaker. Specializing in leadership, entrepreneurship, innovation, technology, media, marketing and more, he continues to share his expertise and inspire positive change in the franchising and entrepreneurial landscape while cementing his legacy as a transformative industry leader.
Website: https://homefrontbrands.com/
LinkedIn: https://www.linkedin.com/in/jeffdudan/
Undercover Boss: https://vimeo.com/327114597
Instagram: https://www.instagram.com/jeffdudan/
Podcast: https://www.youtube.com/@thehomefrontpod/
Key lessons:
-
Hiring employees based on qualities like passion and work ethic leads to greater success.
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Starting strong and finishing impeccably are crucial for achieving success in business.
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Franchising can transform lives and communities by providing opportunities for growth.
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Challenging oneself, taking chances, and trusting oneself are key factors in personal growth and success.
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Learning and growth come from persevering through failure and setbacks.
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Surrounding oneself with achievers and those who have overcome similar obstacles is important for success.
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Making better decisions and leveraging personal values and purpose increases the probability of success.
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Overcoming self-limiting beliefs and taking action are vital for achieving goals.
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The constant iteration and focus evolution are necessary in entrepreneurship.
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Building strong relationships and maintaining a good reputation are essential for long-term success.
ABOUT NICK GLIMSDAHL
Subscribe to my weekly newsletter
Find me on Twitter
Find me on LinkedIn
LISTENER SUPPORT
Purchase Nickโs books:
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nick
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
In this episode, Nick Glimsdahl engages in an insightful discussion with Jane Grote Abell, Executive Chairwoman of Donatos Pizza. Jane shares lessons learned from her father, emphasizing integrity and customer focus as Donatos' cornerstones. Reflecting on her experience on Undercover Boss, Jane stresses the value of active listening and empathy in leadership.
A key highlight is the discussion on prioritizing employee well-being. Jane explains how this approach fuels loyalty and innovation, driving long-term success. She offers practical advice for emerging leaders: authenticity, collaboration, and people-centric growth.
The episode concludes with a rapid-fire round, offering personal insights from Jane. Nick wraps up by underscoring the importance of nurturing individuals for business triumph. Tune in for more on compassionate leadership and its impact.
ABOUT NICK GLIMSDAHL
Subscribe to my weekly newsletter
Find me on Twitter
Find me on LinkedIn
LISTENER SUPPORT
Purchase Nickโs books:
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nick
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Episode Highlights:
1. The Unconventional Approach to Customer Service:
Christian Brothers Automotive's journey started with a unique vision - to be more than just a repair shop. They've embraced the role of a guide, helping customers navigate their vehicle repair journey. By prioritizing transparency, trust, and informed decision-making, they've created an atmosphere that fosters lasting relationships.
2. Creating the "Nice Difference":
From their inviting environment to their transparent repair processes, Christian Brothers Automotive embodies the concept of the "nice difference." This is not your typical repair shop; it's a place where customers can expect a refreshing and positive experience that goes beyond expectations.
3. Digital Transformation and Customer Empowerment:
Recognizing the importance of customer convenience, Christian Brothers Automotive has revolutionized the digital experience. Just as you can track your pizza delivery, you can now track your vehicle's repair progress. This level of empowerment gives customers greater control and enhances their overall experience.
4. Commitment to Ongoing Education:
Staying ahead in the rapidly evolving automotive industry requires continuous education. Christian Brothers Automotive not only keeps up with advancements but leads the way. Their annual conference, "Mastering the Difference," brings together service managers and technicians to focus on customer service, team development, and industry trends.
5. The Franchise Opportunity:
What truly sets Christian Brothers Automotive apart is their franchise opportunity. It's not just about running a business; it's about making a positive impact on employees, customers, families, and the community. Embracing their culture means becoming part of something bigger than oneself.
6. Leaving a Lasting Impact:
Donnie Carr, a leader at Christian Brothers Automotive, encapsulates the company's essence by saying, "Our goal is that no matter how long you're part of this brand, you leave better than you came." This philosophy of continuous growth and impact defines the heart of Christian Brothers Automotive.
Conclusion:
Christian Brothers Automotive stands as a beacon of exceptional customer experience in the automotive aftermarket. Their commitment to transparency, trust, and innovation has redefined what it means to provide top-notch service. From their unconventional approach to customer service to their digital empowerment initiatives, Christian Brothers Automotive continues to shape the industry's landscape. And with their franchise opportunity, they're not just running a business; they're making a difference. Join us next time as we uncover more stories of transformation and innovation.
ABOUT NICK GLIMSDAHL
Subscribe to my weekly newsletter
Find me on Twitter
Find me on LinkedIn
LISTENER SUPPORT
Purchase Nickโs books:
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nick
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
J.J. Peterson - StoryBrand Chief of Teaching and Facilitation at StoryBrand and Co-Author of the Book, Marketing Made Simple [Marketing]
ABOUT NICK GLIMSDAHL
Subscribe to my bi-weekly newsletter
Find me on Twitter
Find me on LinkedIn
LISTENER SUPPORT
Purchase Nickโs books:
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nick
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Step into the dynamic world of hospitality where crafting unforgettable customer experiences is a finely tuned art, demanding precision, innovation, and a keen understanding of evolving trends. Meet Ricardo, a seasoned luminary at Marriott International, whose expertise shines through as he redefines customer engagement and elevates brand experiences, setting new standards for excellence.
Exploring Transformation: The Genius Behind the Evolution
Introducing Ricardo, a trailblazer at Marriott who orchestrates a symphony of transformation. As the driving force behind the Customer Engagement Center, Planning, Service Design, and Deployment team, he leads the charge in reshaping Marriott's global engagement centers. His influence spans further โ previously, he steered the Brand Strategy Consulting team, reshaping strategies for Marriott's diverse 30 brands. Ricardo's prowess in brand strategy, global expansion, and transformative efforts has been the backbone of Marriott's remarkable journey.
Segment 1: Crafting Experiences Beyond Compare
At the core of Ricardo's approach lies a deep-rooted focus on the vital elements that compose exceptional customer experiences within the whirlwind of hospitality. From intuitively grasping customer desires to curating personal interactions, Ricardo unveils how these elements coalesce into unforgettable guest journeys.
Segment 2: Forging Ahead in Customer Engagement
Outpacing the norm is paramount across all industries, and Ricardo masterfully embodies this philosophy. Our discussion uncovers his strategic blueprint for maintaining Marriott's pioneering status in customer engagement. Embracing evolving industry trends and harnessing cutting-edge technologies, Ricardo's revelations illuminate how innovation propels their engagement strategies.
Segment 3: Balancing Brand Identity and Uniqueness
The delicate equilibrium between brand uniformity and individuality poses a challenge for many enterprises. Amid Marriott's diverse array of 30 global brands, Ricardo divulges his artful approach to this balance. He expounds on the harmonious coexistence of a consistent brand essence and bespoke guest encounters.
Segment 4: Technology's Symphony in Elevating Engagement
In an era dominated by technology, its role in enhancing customer engagement stands monumental. Ricardo unveils the symphony of technology within Marriott's global engagement centers, orchestrating extraordinary guest moments. Our discourse touches upon standout technologies and innovations that have indelibly shaped the landscape.
Segment 5: Breathing Life into Brands Amidst Fierce Competition
Drawing from his realm of expertise in brand strategy and transformation, Ricardo imparts invaluable counsel to enterprises seeking to reinvigorate their brands amidst cutthroat competition. His pragmatic insights emphasize the essence of market acumen, authenticity, and alignment with customer values.
Segment 6: Envisioning Tomorrow's Customer Engagement
Gazing into the future, Ricardo's visionary stance offers a glimpse into the next chapter of Customer Engagement Centers. From AI-fueled personalization to elevated analytics, he unveils pioneering strides poised to redefine the horizon of customer engagement.
Ricardo's voyage and wisdom underscore the paramount role of strategic orchestration, innovation, and an intimate comprehension of customer aspirations in the realm of customer engagement. As we navigate the ever-evolving hospitality landscape and beyond, his narrative stands as a guiding light for all aspiring to master the intricacies of crafting unparalleled customer experiences.
Stay tuned for more enlightening dialogues as we unravel the enigma behind sculpting extraordinary encounters across diverse industries. Your reflections and thoughts on these insights are warmly welcomed! ๐๐
CustomerEngagement #HospitalityIndustry #BrandStrategy #Innovation #CustomerExperience #LeadershipInsights
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Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Embarking on the Journey to 1,000,000 Daily Cookies: Insights from Jason McGowan, CEO & Founder of Crumbl Cookies [Enhancing Customer Experience]
Meet Jason McGowan, the visionary co-founder and esteemed CEO of Crumbl Cookies. For those not yet familiar, Crumbl Cookies stands as America's unparalleled gourmet cookie powerhouse, experiencing an exponential rise in popularity. Jason's unparalleled contribution lies in crafting the very recipe that underpins Crumblโs iconic chocolate chip cookie. With an unwavering dedication to collaboration with exceptional minds, Jason's mission revolves around crafting uncomplicated, premium products and services that tangibly enhance lives and foster positive societal change.
Highlights of our Conversation:
- Unveiling the Crumbl Board Game - (1:45.443 - 2:31.464)
Discover the fascinating origins of the Crumbl phenomenon through an engaging exploration of the Crumbl Board Game.
- Tracing the Genesis of Crumbl Cookies - (2:52.190 - 5:15.260)
Uncover the captivating journey that led to the establishment of Crumbl Cookies, a narrative filled with pivotal moments and insights.
- Pioneering the Path to One Million Daily Cookies - (7:15.484 - 12:38.192)
Delve into the remarkable expedition that took Crumbl Cookies to the awe-inspiring milestone of producing one million cookies daily.
- Crafting Culinary Perfection: Thousands of Cookies Later - (5:36.363 - 6:26.718)
Discover the meticulous process that encompassed thousands of cookies, ultimately culminating in the creation of the quintessential chocolate chip cookie.
- From Test Kitchen to Consumers: A Cookie's Odyssey - (25:01.444 - 29:05.144)
Unravel the enthralling narrative of each cookie's voyage from the test kitchen to the hands of eager consumers, an evolution of perfection.
- Assembling the Ideal Crumbl Crew - (20:20.499 - 21:30.850)
Gain insight into the meticulous process of curating the Crumbl Crew, a team dedicated to upholding the brand's exceptional standards.
- Crafting the Crumble Experience Across 500+ Stores - (15:05.130 - 19:38.523)
Peek into the strategies employed to ensure that every Crumbl Cookies location orchestrates an enchanting and memorable experience for patrons.
- Harnessing the Power of Videos for Brand Engagement - (Time not specified)
Discover how Crumbl Cookies leverages the dynamic medium of videos to foster heightened brand engagement and connection.
Join us in this captivating conversation as Jason McGowan shares his profound insights and anecdotes that have shaped Crumbl Cookies into the enchanting empire it is today.
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Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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In this episode, Oscar Trimboli shared his transformative journey through deep listening and how it impacts leaders and organizations. A pivotal wake-up call during a budget meeting made him realize he wasn't truly listening. This led him on a quest to uncover the profound impact of deep listening, which reveals the unspoken 86% of communication and the root causes of issues in group discussions.
Check out the article I wrote about this episode, here: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=6861702337161940992
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
In "The JOLT Effect," sales expert Matt Dixon explores the art of overcoming indecision in the buying journey. He introduces the JOLT method, a powerful framework that empowers salespeople to guide customers toward making confident decisions. Let's delve into some key insights from the book:
Understanding the Customer's Buying Journey:
Did you know that customers are often well into their buying journey even before reaching out to a supplier? By the time they make contact, they've likely conducted extensive research and formed initial preferences (3:21.990 - 4:54.528).
Status Quo vs. Indecision:
Customers often find themselves stuck between maintaining the status quo and making a change. The book highlights how salespeople can identify and address this state of indecision (5:14.415 - 12:06.390).
Guiding Customers Away from Overthinking:
Customers often get caught up trying to become experts themselves, slowing down the decision-making process. Dixon offers strategies to prevent this and help customers reach a resolution (12:43.150 - 18:42.136).
Becoming the Trusted Advisor:A critical aspect of the JOLT method is positioning oneself as a trusted advisor. The book explains how salespeople can gain customers' trust and guide them toward making better decisions (14:16.874 - 18:42.136).
The JOLT Method:
Judge the Level of Indecision (19:36.678 - 20:49.620):The first step in the JOLT method involves assessing the customer's level of indecision. Understanding their hesitations and doubts is crucial to providing the right guidance.
Offer a Recommendation (20:49.620 - 21:59.381):
Once the salesperson understands the customer's indecision, they can confidently offer a well-suited recommendation. This personalized approach demonstrates expertise and builds trust.
Limiting the Exploration (21:59.381 - 22:14.249):Customers often get overwhelmed with choices. The JOLT method suggests streamlining options, making the decision-making process less daunting.
Taking the Risk off the Table (22:14.249 - 22:44.632):By addressing and mitigating risks associated with the decision, salespeople can provide reassurance and instill confidence in the customer.
Importance of "Judging the Indecision":Judging the indecision is the foundational step in the JOLT method. It allows salespeople to understand their customers' pain points, concerns and needs better (23:11.071 - 25:55.855). This enables them to tailor their approach and offer the most effective guidance, setting the stage for successful sales interactions.
Challenges to Traditional Sales Techniques:
"The JOLT Effect" presents a paradigm shift in traditional sales practices, challenging salespeople to recognize and defeat the indecision obstacle (26:40.331 - 28:41.479). Dixon sheds light on how sellers can equip themselves to face this new challenge head-on.
The Role of Customer Service and Experience:The book draws inspiration from prominent figures in customer service and experience, shaping Dixon's approach to sales (34:39.375 - 36:13.467).
A Message to Customer Service Professionals:If he could leave a note to all customer service professionals, Dixon would encourage them to prioritize understanding and addressing their customers' indecision (36:32.125 - 38:35.633). This empathetic and proactive approach can drive exceptional customer experiences.
In conclusion, "The JOLT Effect" by Matt Dixon offers valuable insights and strategies for sales professionals seeking to overcome customer indecision and become trusted advisors in the buying journey. Through the JOLT method, salespeople can lead their customers toward confident decisions and foster lasting business relationships.
ABOUT NICK GLIMSDAHL
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
In this episode, we delve into the fascinating world of experience management and design with the renowned pioneer, keynote speaker, and expert, Lou Carbone. Join us as we unlock the power of emotional and unconscious clue-based experience design and learn how businesses can create profound connections with their customers.
Key Points Discussed:
The Essence of Total Experience Management ๐Discover why going beyond surface-level interactions is crucial in crafting extraordinary value and forging deep emotional bonds with customers.
Customer-Driven vs. Customer-Centric: A Paradigm Shift ๐Learn the distinction between being customer-driven and merely customer-centric and how understanding customer desires and emotions drives impactful experiences.
Saving Apple Boxes: The Art of Experience Creation ๐Explore how thoughtful design can create experiences beyond the digital realm, leaving lasting memories and reinforcing brand differentiation.
Unraveling the Importance of Clues ๐ต๏ธโโ๏ธUnderstand how sensory clues shape emotions and attitudes, influencing customer behavior and fostering loyalty.
Nurturing the Emotional Connection ๐คDiscover the key to creating meaningful and emotionally connected relationships by embedding emotional clues in experiences.
Shifting from Push to Pull: A Paradigm Shift ๐Embrace a customer-driven approach over a product-push mindset to design experiences that truly resonate with customers.
Breaking Down Experience Design ๐ Learn how experience management is a journey of continuous improvement, with insights into functional, human, and mechanic clues.
The Challenge of Fragmentation in Experience Management ๐งฉExplore the impact of social media and tools on experience management and the need for businesses to adopt a holistic strategy.
Embracing Next Practices for a Competitive Edge ๐Understand the significance of next practices in staying ahead and innovating in a rapidly evolving world.
Unifying for a Positive Impact on the World ๐Discover how organizations can drive effective experience management by aligning customer focus with business outcomes and embracing new approaches.
Join us as we immerse ourselves in the world of experience management and design with Lou Carbone, and learn how to create remarkable experiences that leave a lasting impact on customers and businesses alike.
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
In this inspiring episode, we sit down with Sean Ilenry, Vice President of Support at Dutchie, and delve into his incredible journey from homelessness at 19 to becoming a successful executive at 29. As a true self-made success story, Sean shares valuable insights and wisdom on career happiness, maximizing potential, and the profound role of customer service in the modern business landscape.
Key Discussion Points:
- Unveiling the Current Mission: Sean opens up about his current mission and the driving force behind his relentless pursuit of excellence.
- Decoding Career Happiness: What does career happiness mean to Sean, and how can individuals find fulfillment in their professional lives?
- Maximizing Potential: Sean shares actionable tips and strategies for unlocking and harnessing one's full potential.
- The Power of Resilience: Discover how resilience plays a pivotal role in overcoming challenges and reaching new heights in both personal and professional spheres.
- Customer Service's Crucial Role: Sean sheds light on the significance of exceptional customer service and how it impacts business success and customer loyalty.
- CX: The Frappuccino Analogy: Sean creatively compares customer experience (CX) to a cup of frappuccino, illustrating the essential ingredients for an unforgettable CX journey.
- Influential Figures in Customer Service: Learn about the book or person in the customer service or experience field that has had the most profound impact on Sean's outlook in the past year.
- Leaving a Note to Customer Service Professionals: Sean delivers a heartfelt and empowering message to all customer service professionals, leaving them with inspiration and encouragement.
Join us for this engaging episode as Sean Ilenry's remarkable story and invaluable expertise shed light on the path to career happiness and the art of creating unforgettable customer experiences. Whether you're aspiring to climb the corporate ladder or seeking to enhance your customer service skills, this conversation will leave you motivated and ready to take on new challenges. Tune in now for an episode filled with practical insights and inspiration!
ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletter
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
In this podcast, we explore Josh Halpern's journey as the CEO of Shaquille O'Neal's restaurant franchise, Big Chicken, and his passion for creating unforgettable experiences in the hospitality industry.
Key Points:
Partnership and Collaboration: Josh's collaboration with Big Chicken stemmed from a previous partnership with Shaquille's restaurant group, leading to an exciting journey of growth.
Remarkable Growth: Big Chicken has rapidly expanded with 23 locations already open and nearly 300 franchise units in development, prioritizing quality and exceptional customer service.
Customer Experience: Big Chicken focuses on continuous improvement, utilizing feedback and various tools to enhance the customer experience.
Creating Memorable Experiences: Big Chicken emphasizes fun and memorable experiences for guests and employees through events, promotions, and community engagement.
Catering to Different Generations: The company tailors loyalty programs to cater authentically to each generation's preferences.
Fostering Trust and Teamwork: Big Chicken fosters a collaborative environment, promoting teamwork and shared success.
Unlocking Time for Growth: The company empowers employees to focus on impactful activities, driving performance.
Future Vision: Josh envisions a bright future for Big Chicken, aiming to receive rave reviews from guests and ensuring strong franchisee economics.
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Bob talks about:
ยท Your true worth is determined by how much you give in value than you take in payment
ยท The Five Laws of Stratospheric Success
ยท And the importance of communicating with tact and empathy
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Embracing Fulfillment in the Future of Work: Insights from Jenn Lim, Chief Happiness Officer [Happiness]
In this podcast episode, Jenn Lim, Chief Happiness Officer at Delivering Happiness, shares valuable insights on the future of work and the pursuit of fulfillment in the post-COVID world. She emphasizes the need to go beyond superficial happiness and focus on living an authentic and meaningful life aligned with one's values and purpose. Jenn discusses the importance of self-reflection, self-awareness, and questioning the internal voices and constructs that hold us back from being authentic. She suggests building a support network of trusted advisors and engaging in self-work exercises to uncover blind spots and shadows.
The podcast highlights the significance of focusing on what is within our control and making progress, especially during uncertain times like the pandemic. Jenn emphasizes that sustainable happiness is built on growth and purpose, and organizations worldwide are recognizing the value of prioritizing meaningful happiness in the workplace. Investing in people as assets and aligning business goals with employee well-being leads to greater success and sustainability.
Practical steps towards deeper fulfillment include self-inquiry, testing values and purpose, and using them as a guiding compass. Jenn encourages a mindset shift that embraces open-mindedness, adaptability, and reflection, allowing for personal growth and positive change. She emphasizes the importance of prioritizing mental and emotional well-being, along with physical health, in creating a fulfilling work environment.
Listeners are invited to explore Jenn Lim's work through her website at Jennlim.com and find additional resources on happiness in the workplace at deliveringhappiness.com. The episode concludes with a call to embrace fulfillment and contribute to a future of work that celebrates authenticity, growth, and meaningful happiness.
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
What is one thing people might not know about you?
Tell me about your Nana... ๐
Tell my listeners about Vayner Media.
What does it mean to Lead from the Heart?
What is the most important trait to look for when hiring?
What does it mean to have Emotional Optimism?
Tell me about this Honey Empire you have built at Vayner Media.
Why do you focus on people first?
What is the ROI for great Culture?
What does empathy mean to you?
What book, person, or experience has influenced you the most in the past year?
What would it say if you could leave a note to all customer experience leaders?
ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletter
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Introduction:
In this episode, we have the privilege of speaking with Michael Lee Sherwood, an influential figure in driving technological innovation within the City of Las Vegas. As the former Chief Information Officer (CIO) of the city, Michael shares valuable insights and case studies highlighting the impact of technological implementations in enhancing efficiencies, improving customer experiences, and boosting productivity.
Key Discussion Points:
Leveraging Technology for City Advancement:
Michael reveals a compelling case study showcasing how technology was utilized to bring about significant improvements within the City of Las Vegas. He delves into specific examples where technology was implemented to enhance efficiencies, elevate customer experiences, and increase productivity.
Overcoming Unique Challenges in the Government Sector:
Implementing innovation and transformation within the government sector presents unique challenges. Michael discusses the key obstacles he encountered during his tenure and shares how he successfully managed to overcome them. His insights shed light on the strategies and approaches that can be adopted to drive innovation effectively in governmental organizations.
Prioritizing Technologies for Citizen Benefit:
With an abundance of technologies and data-driven approaches available, Michael provides valuable insights on how he prioritized them to make decisions that ultimately benefitted the citizens of Las Vegas. He unveils the criteria and frameworks he employed to ensure the highest impact and discusses the strategies behind his decision-making process.
Data-Driven Decision-Making:
Michael emphasizes the power of data-driven decision-making and shares an example of a project where he effectively harnessed data to make impactful decisions in the city's operations or services. The discussion delves into the story behind this project and highlights the positive outcomes resulting from leveraging data insights.
Essential Factors for Meaningful Innovation:
Drawing upon his extensive experience, Michael shares the essential factors necessary for achieving valuable and meaningful innovation within an organization. He discusses the strategies, principles, and organizational culture that can effectively drive innovation forward, fostering a culture of continuous improvement and creativity.
Conclusion:
In this insightful episode, Michael Lee Sherwood offers a wealth of knowledge and experience in driving technological innovation within the City of Las Vegas. Listeners gain valuable insights into leveraging technology for city advancement, overcoming challenges in the government sector, prioritizing technologies for citizen benefit, harnessing the power of data-driven decision-making, and fostering meaningful innovation within organizations. Join us as we delve into the exciting world of technological transformation with Michael Lee Sherwood.
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Introduction:
In this episode, we have the pleasure of speaking with Chris Olexa, the CEO/Founder of Aspire2B Hospitality Group. Chris is an esteemed figure in the hospitality industry, and in this conversation, he shares his valuable insights and experiences that have shaped his journey towards being hospitality-driven. Join us as we explore the importance of hospitality and its impact on achieving excellence and success.
Key Discussion Points:
The Genesis of a Hospitality Career:
Chris takes us back to his beginnings in the hospitality industry, discussing the path that led him to where he is today. He shares the experiences and inspirations that ignited his passion for hospitality, laying the foundation for his successful career.
The First Project:
Reflecting on his journey, Chris recounts his first major project in the hospitality industry. He shares the challenges, triumphs, and lessons learned from this formative experience, which set the stage for his future endeavors.
The Drive for Hospitality:
Chris discusses what drives him to prioritize hospitality in his business ventures. He delves into the core values and principles that underpin his approach, highlighting the importance of creating exceptional guest experiences and fostering a customer-centric culture.
Striving for "Best in Class":
For Chris, achieving "best in class" is more than just a phraseโit is a philosophy. He defines what "best in class" means to him, emphasizing the pursuit of excellence in all aspects of the hospitality industry, from service quality to operational efficiency.
Guest-Centric Focus:
Chris firmly believes in placing guests at the center of everything his company does. He shares strategies, anecdotes, and practices that illustrate how this guest-centric approach drives decision-making and shapes the overall guest experience.
Hiring and Retaining Talent:
Drawing upon his experience, Chris provides insights into the hiring and talent retention processes within the hospitality industry. He discusses effective strategies for identifying and attracting top talent, as well as fostering a culture that encourages employee growth and satisfaction.
Measuring Success in Hospitality:
In the realm of hospitality, success can be measured in various ways. Chris reveals the key metrics and indicators he uses to gauge success within his organization. He discusses the importance of guest feedback, employee satisfaction, and financial performance in evaluating the overall success of a hospitality business.
Conclusion:
Join us as we gain valuable insights from Chris Olexa, CEO/Founder of Aspire2B Hospitality Group, on the significance of embracing a hospitality-driven approach. Through personal anecdotes and industry expertise, Chris emphasizes the importance of guest satisfaction, cultivating a customer-centric culture, and fostering excellence in every aspect of the hospitality experience. Tune in to discover the secrets behind achieving remarkable success in the world of hospitality.
ABOUT NICK GLIMSDAHL
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Purchase Nickโs books:
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
David Hutchens, Author, CEO at The Storytelling Leader [Storytelling]
How did you get into storytelling?
How does storytelling help ideas move through the organization?
Why do people get fearful of storytelling?
How does Storytelling create an emotional connection?
What are the stories we should bring to the CX and EX?
Outlearning the wolves
What book or person in customer service or experience has influenced you the most in the past year?
If you could leave a note to all customer service professionals, what would you say?
How did you get into storytelling?
How does storytelling help ideas move through the organization?
Why do people get fearful of storytelling?
How does Storytelling create an emotional connection?
ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletter
Find me on Twitter
Find me on LinkedIn
LISTENER SUPPORT
Purchase Nickโs books:Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nickSupport this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
In this episode, we dive into Kwame Christian's insightful book, "Finding Confidence in Conflict," as he shares valuable insights on various aspects of navigating difficult conversations. Kwame discusses the following key points:
Compassionate curiosity: Kwame explores the concept of compassionate curiosity and its significance in engaging with others during conflict. Learn how adopting this mindset can transform challenging conversations into opportunities for growth and understanding.
The avoidance of difficult conversations: Discover the common reasons why people tend to shy away from difficult conversations. Kwame sheds light on the underlying fears and concerns that hinder open and productive communication, and provides strategies for overcoming these obstacles.
Conflict as an opportunity: Kwame emphasizes the transformative power of conflict, highlighting how it can lead to positive outcomes when approached with the right mindset and skills. Explore ways to reframe conflict as a catalyst for personal and professional development.
Embracing failure as a path to success: Kwame shares his personal journey and reveals how embracing the license to fail played a pivotal role in his achievements. Discover why shifting our perspective on failure can empower us to take risks, learn from setbacks, and ultimately achieve greater success.
Tune in to this episode to gain practical insights from Kwame Christian's expertise and learn how to find confidence in navigating challenging conversations.
ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletter
Find Press 1 For Nick on YouTube
Find me on Twitter
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LISTENER SUPPORT
Purchase Nickโs books:Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nickSupport this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
In this episode, we dive deep into the world of employee experience with renowned customer experience expert, Joey. We explore why Joey shifted his focus from customer experience to employee experience in his book and how his perspective on customer experience has evolved through this lens.
Joey provides an overview of the eight phases of the employee experience outlined in his book, comparing them to the eight phases of the customer experience. Discover how these phases intertwine and influence each other.
We discuss the common challenges businesses face when guiding employees through different phases of the employee experience. Joey sheds light on specific areas where organizations tend to struggle more than others.
Joey's research uncovered six standout tools employers can use to enhance the employee journey. Join us as we explore these tools and understand how they contribute to creating a positive experience for employees.
Gain insights into how specific tools align better with different phases of the employee experience. Joey shares real-life examples of organizations effectively leveraging these tools to maximize their impact.
Is personalized communication more crucial than the specific tools used? We discuss the role of communication and interaction in the employee experience and how organizations can strike the right balance.
Joey's framework, 'The First 100 Days,' takes center stage as we delve into the key factors employers should focus on during this critical period. Learn how to set the stage for a positive employee experience from day one.
Uncover common challenges and mistakes organizations face during the first 100 days of an employee's journey. Joey provides actionable strategies to help overcome these obstacles and establish the right tone from the start.
Prepare to be inspired as Joey shares unique and unconventional employee benefits and perks that organizations have implemented to enhance the overall employee experience.
We wrap up the episode by exploring the delicate balance organizations must strike between their desire for employee engagement and employees' expectations for care. Joey provides valuable insights on navigating this balance effectively.
Tune in to this episode for a masterclass on employee experience and discover the secrets to unlocking the full potential of your organization's workforce.
ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletter
Find Press 1 For Nick on YouTube
Find me on Twitter
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LISTENER SUPPORT
Purchase Nickโs books:Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nickSupport this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
In this episode, we dive deep into the world of employee experience with renowned customer experience expert, Joey. We explore why Joey shifted his focus from customer experience to employee experience in his book and how his perspective on customer experience has evolved through this lens.
Joey provides an overview of the eight phases of the employee experience outlined in his book, comparing them to the eight phases of the customer experience. Discover how these phases intertwine and influence each other.
We discuss the common challenges businesses face when guiding employees through different phases of the employee experience. Joey sheds light on specific areas where organizations tend to struggle more than others.
Joey's research uncovered six standout tools employers can use to enhance the employee journey. Join us as we explore these tools and understand how they contribute to creating a positive experience for employees.
Gain insights into how specific tools align better with different phases of the employee experience. Joey shares real-life examples of organizations effectively leveraging these tools to maximize their impact.
Is personalized communication more crucial than the specific tools used? We discuss the role of communication and interaction in the employee experience and how organizations can strike the right balance.
Joey's framework, 'The First 100 Days,' takes center stage as we delve into the key factors employers should focus on during this critical period. Learn how to set the stage for a positive employee experience from day one.
Uncover common challenges and mistakes organizations face during the first 100 days of an employee's journey. Joey provides actionable strategies to help overcome these obstacles and establish the right tone from the start.
Prepare to be inspired as Joey shares unique and unconventional employee benefits and perks that organizations have implemented to enhance the overall employee experience.
We wrap up the episode by exploring the delicate balance organizations must strike between their desire for employee engagement and employees' expectations for care. Joey provides valuable insights on navigating this balance effectively.
Tune in to this episode for a masterclass on employee experience and discover the secrets to unlocking the full potential of your organization's workforce.
ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletter
Find Press 1 For Nick on YouTube
Find me on Twitter
Find me on LinkedIn
LISTENER SUPPORT
Purchase Nickโs books:Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nickSupport this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Jason Lippert, the CEO at LCI Industries, a company where he has held various roles for the past 28 years, starting as a management trainee. Lippert's leadership combines strategic manufacturing capabilities with a winning team culture, enabling LCI Industries to deliver unparalleled customer service, award-winning innovation, and premium products to every customer they serve.
Get ready to discover a different side of Jason Lippert as we kick off the episode with a question that reveals a surprising aspect about him (0:46.190 - 2:11.513).
For those unfamiliar with LCI Industries, we provide a concise introduction to the company and its scope (2:21.439 - 3:11.066).
Looking for some hidden gem vacation spots? Stay tuned as Lippert shares his personal recommendations (3:35.498 - 4:41.637).
Delving deeper, we explore Lippert's purpose at LCI Industries and gain insights into the driving force behind his leadership (4:50.321 - 7:32.852).
Discover why Lippert believes in treating employees like family members and how this value drives the company's success (8:24.961 - 8:57.219).
Prepare to be inspired as we uncover the transformational journey of LCI Industries' company culture, which led to a remarkable decrease in turnover (200% from 2011 to 31% in 2021). Lippert shares key changes that made this possible, including the importance of valuing and listening to frontline employees and holding the organization accountable (9:20.918 - 14:01.992).
We shine a spotlight on Lippert's commitment to weekly listening sessions with frontline leaders and explore the significance of active listening in creating a thriving work environment (15:32.999 - 18:59.630).
Lippert reveals why integrating care into the company's culture was crucial and shares anecdotes that illustrate how they redefined leadership (20:34.487 - 22:58.407), even involving throwing tape measures and welding rods.
Discover why LCI Industries considers social responsibility a top leadership objective and learn how they make a positive impact on society by focusing on philanthropy (23:44.312 - 27:19.981).
In the final segment, Lippert emphasizes the importance of focusing less on numbers and more on the hearts and minds of employees (28:18.505 - 28:44.848).
Join us as we unravel the captivating journey of Jason Lippert and gain valuable insights into building a thriving company culture that empowers employees and drives extraordinary results.
ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletter
Find Press 1 For Nick on YouTube
Find me on Twitter
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LISTENER SUPPORT
Purchase Nickโs books:Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nickSupport this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Becky Ploeger, Hilton as the Head of Hilton Reservations and Customer Care
Key Takeaways:
- Becky Ploeger's career took an unexpected turn, leading her to the contact center industry, which became her true passion.
- Agility, technology, people skills, and analytics are crucial in the contact center industry.
- Listening to customers and embracing proactivity are key to providing better experiences.
- AI can enhance teams' effectiveness while requiring human oversight to ensure genuine experiences.
- Becky actively participates in the CCW community to stay ahead of industry trends and shape the future of customer service.
Customer Contact Week is the leading event series dedicated to serving professionals within the customer service industry, kicks off its silver jubilee celebration in Las Vegas, Nevada. 25 Years of Shaping Customer Excellence, this year's event returns to Caesars Forum from June 19-22, 2023. CCW is powered by CCW Digital, a division of Customer Management Practice (CMP). Use the code CCWLV_P1N for 20% off all end user passes.
ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletter
Find Press 1 For Nick on YouTube
Find me on Twitter
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LISTENER SUPPORT
Purchase Nickโs books:Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nickSupport this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Key Takeaways:
- Effectively leveraging CEC channels is essential for creating a powerful omnichannel strategy and enhancing the entire customer journey.
- Analytics plays a crucial role in driving decision-making and optimizing customer experience initiatives.
- Understanding customer intent is vital for prioritizing the customer experience and aligning business strategies with customer needs and expectations.
- Businesses should continuously adapt their strategies to evolving customer behaviors and preferences by leveraging technology and utilizing tools for learning.
- Translating customer insights into actionable improvements is key to refining offerings and delivering exceptional customer experiences.
- Prioritizing and supporting frontline employees is essential as they serve as the face of the brand and have direct interactions with customers.
- Technological advancements and analytics can significantly improve understanding and meeting customer expectations, as demonstrated by success stories at Marriott International.
- Marriott's unique approach of achieving 0% containment and working backward with technology brings benefits to the customer experience.
- Kacey Tolua's induction into the CCW Hall of Fame is a well-deserved recognition, highlighting her contributions to the customer experience industry
Customer Contact Week is the leading event series dedicated to serving professionals within the customer service industry, kicks off its silver jubilee celebration in Las Vegas, Nevada. 25 Years of Shaping Customer Excellence, this year's event returns to Caesars Forum from June 19-22, 2023. CCW is powered by CCW Digital, a division of Customer Management Practice (CMP). Use the code CCWLV_P1N for 20% off all end user passes.
ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletter
Find Press 1 For Nick on YouTube
Find me on Twitter
Find me on LinkedIn
LISTENER SUPPORT
Purchase Nickโs books:Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nickSupport this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
The Key to Scaling Success: Balancing People, Processes, and Tools - Lydia Clayton, AVP Contact Center Operations of Cox Automotive
Key Takeaways:
- Establishing a strong foundation is crucial for scaling success. Identify core capabilities, processes, and tools that support your organization's growth goals.
- Striking the right balance between people, processes, and tools is an art. Understand the strengths of your workforce, automate tasks where possible, and select tools that enhance your processes.
- Automation plays a vital role in achieving scalability. Automate repetitive tasks to improve productivity, reduce errors, and ensure consistent outcomes.
- Embrace adaptability and continuous learning. The business landscape is constantly changing, and organizations must be agile to respond to market dynamics, customer needs, and technological advancements.
- Scaling is an ongoing process. Continuously evaluate, optimize, and adapt your strategies to fuel long-term growth and maintain consistency in operations.
By applying these key takeaways, organizations can navigate the complexities of scaling and position themselves for sustainable growth and success in a rapidly evolving business environment.
Customer Contact Week is the leading event series dedicated to serving professionals within the customer service industry, kicks off its silver jubilee celebration in Las Vegas, Nevada. 25 Years of Shaping Customer Excellence, this year's event returns to Caesars Forum from June 19-22, 2023. CCW is powered by CCW Digital, a division of Customer Management Practice (CMP). Use the code CCWLV_P1N for 20% off all end user passes.
ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletter
Find Press 1 For Nick on YouTube
Find me on Twitter
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LISTENER SUPPORT
Purchase Nickโs books:Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nickSupport this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Tony Amante Schepers is the Director of Operations and Customer Experience Success at Curbside Kitchen.
- Success in customer experience is defined by creating meaningful and memorable interactions that exceed customer expectations, build trust, and leave a lasting positive impression.
- When facing challenges in a CX leadership role, it's important to assess the situation, understand existing processes and culture, and identify quick wins to demonstrate the value of CX and gain support from leadership.
- The first step for CX leaders is to listenโto customers, team members, and other stakeholdersโso they can understand pain points and needs and develop a customer-centric strategy.
- Trust is crucial in customer experience because it forms the foundation of a successful strategy. Building trust with customers creates loyalty, enhances satisfaction, and leads to long-term relationships.
- Customer experience plays a role in different business stagesโlaunch, grow, expand, mature, and potential decline. CX should adapt and evolve to meet the changing needs and expectations of customers at each stage.
- Driving the customer experience initiative forward to meet business objectives requires aligning CX goals with broader business goals, focusing on key metrics, and effectively communicating the impact of CX on the bottom line.
- When things don't go as planned in CX, it's important to be agile, adaptable, and responsive. Addressing complaints, learning from mistakes, and continuously improving are key to maintaining a positive customer experience.
- The influence of books and people in customer service or experience can vary. It's essential to stay updated on the latest trends, industry insights, and best practices to continually enhance CX strategies.
- To all customer service professionals, remember that every interaction is an opportunity to create a positive experience. Empathy, active listening, and a customer-first mindset are critical in delivering exceptional service and building lasting relationships.
Customer Contact Week is the leading event series dedicated to serving professionals within the customer service industry, kicks off its silver jubilee celebration in Las Vegas, Nevada. 25 Years of Shaping Customer Excellence, this year's event returns to Caesars Forum from June 19-22, 2023. CCW is powered by CCW Digital, a division of Customer Management Practice (CMP). Use the code CCWLV_P1N for 20% off all end user passes.
ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletter
Find Press 1 For Nick on YouTube
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LISTENER SUPPORT
Purchase Nickโs books:Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nickSupport this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Here are the key takeaways:
- Unique Approach: Nationwide takes a unique approach to tackle technology problems by empowering entry-level talent. They provide team members with a pathway to successful careers beyond the contact center, allowing them to make a significant impact across various departments within the organization.
- Talent Retention: Nationwide prioritizes the growth and career development of talented individuals. They recognize the potential of smart and capable individuals who may not have advanced past the initial interview stage for specific roles. Retaining and nurturing this talent is one of their top priorities.
- Addressing Concerns: Nationwide addresses concerns related to costs, new technology implementation, and project management. They have strategies in place to ensure the growth and success of their talented team members.
- Customer Service Experience: Customer service experience is highly valued at Nationwide. Spending time in customer service roles provides individuals with a deeper understanding of business dynamics. It equips them with valuable skills that can be carried into any field.
- Learning from Industry Leaders: Nationwide explores innovative approaches to enhance the customer experience. They draw insights from industry leaders such as the Ritz Carlton and invest in training sessions on topics like forgiveness, gratitude, and emotional intelligence through partnerships with companies like Positive Foundry.
- Fostering Team Growth and Development: Nationwide employs various approaches to nurture the growth and development of their team. They engage in activities like shadowing, gimbal walks, and one-on-one sessions to connect with team members on both group and individual levels. Strong leadership support and resource investment play a significant role in enabling team members to prioritize growth and development.
- Building a Positive Work Environment: Nationwide emphasizes the benefits of bringing in new talent, effective communication through multiple channels, and demonstrating care and approachability as leaders. These elements contribute to a positive and engaging work environment where ideas flourish.
By implementing these strategies, Nationwide aims to solve technology problems while empowering entry-level talent, fostering growth, and creating a supportive work culture.
Customer Contact Week is the leading event series dedicated to serving professionals within the customer service industry, kicks off its silver jubilee celebration in Las Vegas, Nevada. 25 Years of Shaping Customer Excellence, this year's event returns to Caesars Forum from June 19-22, 2023. CCW is powered by CCW Digital, a division of Customer Management Practice (CMP). Use the code CCWLV_P1N for 20% off all end user passes.
ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletter
Find Press 1 For Nick on YouTube
Find me on Twitter
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LISTENER SUPPORT
Purchase Nickโs books:Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nickSupport this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
The Importance of Emotional Loyalty - Paula Thomas, Founder & CEO of "Let's Talk Loyalty" [Loyalty]
How did you get into loyalty?
What does loyalty mean to you? There is a much bigger appetite to have a loyalty.
When it comes to loyalty, where do companies get it wrong?
What are your thoughts on discounts or coupons? [Bribe]
What are the types of Loyalty?
Transactional to emotional loyalty [Examples]
Why does Emotional Loyalty Matter?
What is the value of Emotional Customers?
How can Companies Build Emotional Loyalty?
Where does storytelling come into customer loyalty?
ABOUT NICK GLIMSDAHL
Subscribe to my bi-monthly newsletter
Find Press 1 For Nick on YouTube
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LISTENER SUPPORT
Purchase Nickโs books:
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nick
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
Kwame Christian is the founder and CEO of the American Negotiation Institute, where he conducts training that helps make difficult conversations easier.
He hosts the worldโs most popular negotiation podcast, Negotiate Anything. The show has over 6 million downloads and listeners in +180 countries. His bestselling book, Finding Confidence in Conflict, has helped countless individuals navigate difficult conversations and was inspired by Kwameโs popular TEDx Talk of the same name.
SHOW NOTES:
Kwame talks about his book, Finding Confidence in Conflict. He goes on to explain:
ยทย ย ย ย What is compassionate curiosity
ยทย ย ย ย Why do people avoid difficult conversations
ยทย ย ย ย Why conflict is an opportunity
ยทย ย ย ย Why having the license to fail was the key to his success
ABOUT NICK GLIMSDAHL
Subscribe to my bi-monthly newsletter
Find Press 1 For Nick on YouTube
Find me on Twitter
Find me on LinkedIn
LISTENER SUPPORT
Purchase Nickโs books:ย
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
Apparel: https://www.teepublic.com/user/press-1-for-nickย
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
Stop Ignoring Mental Health (Do This Instead) - Pasha Palanker - 2-time Purple Heart Recipient [Mental Health]
@Pasha Palanker is a retired Special Operations Master Sergeant. He is credited with saving the lives of 15 soldiers by confronting and stopping a suicide bomber in a face-to-face altercation. Pasha is a two-time recipient of the Purple Heart for wounds received in combat.ย
Pasha is on a mission to break the stigma associated with Mental Health treatment. He is helping organizations address the current nationwide mental health crisis by openly sharing his journey from the high of being an elite warrior literally being at the top of the world jumping from planes 25,000 feet up in the air, to the rock bottom of emotional breakdown and then back to recovery.ย
Pasha is a professional parachute demonstrator who regularly jumps into high-profile events such as NASCAR races, college football games, and private corporate events.
ABOUT NICK GLIMSDAHL
Subscribe to my bi-monthly newsletter
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VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
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Christine Cravens - User Research Manager at Kroger [User Experience]
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Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
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Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
The Risk of Sticking With Status Quo. Dave Cherry - Principal - Cherry Advisory [Digital Transformation]
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Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
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Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
Develop & Train Others - Robin Ambrozy - Associate Professor of Instruction at Ohio University [Customer Service]
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
The Importance of Mentors - Scott Jeffrey Miller - Author, Podcast Host, Keynote Speaker [Leadership Experience]
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BROUGHT TO YOU BY: VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES: Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
What Clients Want (but wonโt tell you) - Nathan Foy [Client Experience]
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Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
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Joe Pine - Co-Founder at Strategic Horizons LLP [Experience Economy]
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
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Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
Mark and John X. Cronin - Crazy Socks [Spreading Happiness]
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Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
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Horst Schulze is a founding member of The Ritz-Carlton Hotel Company and has established a new standard of excellence in the hospitality industry. Under his leadership, The Ritz-Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award โ twice. Later in his career, Mr. Schulze founded The Capella Hotel Group. Now, he energizes organizations to reconnect with their service commitment. He recently also completed his first book titled โExcellence Wins."
What is one thing people might not know about you?
It says in the book that by age 11 you wanted to be in the hotel business. Where did that hotel spark come from?
The Maitre d' Changed my Life in Two Sentences - Create Excellence in what you're doing.
Excellence is never an accident. It's a result of high intent.
We are ladies and gentlemen serving ladies and gentlemen. Serving is our profession
Enjoyed his vision for the future in business
Promise me you will never go to work
How Horst Failed the Maitre d', and how it changed his life
The origin story of the Ritz Carlton
How changing his mindset helped his career growth. Go to work for excellence. You define yourself.
You only change your behaviors when there is a significant emotional event.
Maitre d' is his role model
Ritz Carlton Laminated Cards helped them become the finest in the world: Vision, Mission, Credo, and 20 gold standards
He fired his best friend to keep his standard. Keeping him would have compromised our objective
I am a very important person (and so are you). Don't hire people. Select them! We gave them belonging
Give Employees a Sense of Belonging (Day 1) - 3 Million Workers Surveyed
Who do you want to be in 6 months' time? We want to be the best!
Employees spend most of their time interacting with guests in the cafe. Show your guests you care.
Empowering Employees Builds Trust
Horst Still Receives Weekly Letters from Employees Thanking Him (Impact Others). You define yourself by your job (good or bad)
If you could leave a note to all customer service representatives, what would it say? Question Yourself: How could I do this better? Morally and Ethically, could I be better? How to reach a level of excellence (Question Yourself)
ABOUT NICK GLIMSDAHL
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Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Jane Grote Abell - Executive Chairwoman of the Board & Owner at Donatos Pizza [Service]
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
Sean Ilenry, Vice President of Support at Dutchie [Self Executive]
What is your current mission?
What does it mean to have Career Happiness?
How can people maximize their potential?
How does resilience play into maximizing potential?ย
What do you believe is the role of Customer Service?ย
How is CX like a cup of frappuccino?
What book or person in customer service or experience has influenced you the most in the past year?
If you could leave a note to all customer service professionals, what would you say?
ABOUT NICK GLIMSDAHL
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LISTENER SUPPORT
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
Nick Webb - Author - What Customers Crave [CX Innovation]
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Purchase Nickโs books:Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nickSupport this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Brad Cleveland - Author, Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results [Customer Experience]
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
Dee Ann Turner - 33-year veteran at Chick-fil-A [Customer Experience]
Dee Ann Turner is a 33-year veteran of Chick-fil-A, Inc, and was selected as the companyโs first female officer in 2001 and served as the Vice President, Talent and Vice President, Sustainability. During her long career, she worked closely with Chick-fil-Aโs founder, S. Truett Cathy, and other key leaders as an architect of their organizational culture. Today, she leads her own organization, Dee Ann Turner & Associates, LLC, focused on writing books and speaking to audiences on how to steward extraordinary talent.
01:18 What is one thing people might not know about you?
02:45 In the book, you talk about Employment Value Promises. What are those and why are they important?
03:53 Have you always bet on talent?
04:36 What is the difference between a committed vs. Complacent Employee?
07:42 What attributes were you looking for at Chick-Fil-A as Talent or Franchisees?
09:58 Whatโs the franchisee retention rate at Chick-Fil-A?
10:35 Whatโs the difference between CFA and others?
13:45 Is there a reason why other organizations don't invest in their people like Chick-fil-a?
16:03 Who owns the culture in an organization?
17:31 How important is mentoring?
19:34 Is it also important to help others on the journey?
20:37 What does loyalty mean to you?
21:50 Is loyalty a two-way street?
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
Kieron Kitson-Walters - Voice Platform Engineer at Peloton Interactive [Customer Service]
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
Laura Gassner Otting - Author of Limitless [Happiness]
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Purchase Nickโs books:Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Tiffany Perkins-Munn, Head of Marketing Data & Analytics for JP Morgan Chase [Data & Analytics]
How did you get into data & analytics?
Why should everyone talk about data analytics?
How can companies make it accessible?
What is the best way to be a critical thinker through data?
How can companies leverage data science to maintain a competitive edge?
What does it mean to have a connected client experience? (entire customer journey)
How did you get into data & analytics?
Why should everyone talk about data analytics?
ABOUT NICK GLIMSDAHL
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Purchase Nickโs books:Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nickSupport this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Derek Gaunt - Negotiations Trainer and Coach at The Black Swan Group, Ltd - Author, "Ego Authority Failure" [Tactical Empathy]
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
David Hutchens, Author, CEO at The Storytelling Leader [Storytelling]
How did you get into storytelling?
How does storytelling help ideas move through the organization?
Why do people get fearful of storytelling?
How does Storytelling create an emotional connection?
What are the stories we should bring to the CX and EX?ย
Outlearning the wolves
What book or person in customer service or experience has influenced you the most in the past year?
If you could leave a note to all customer service professionals, what would you say?
How did you get into storytelling?
How does storytelling help ideas move through the organization?
Why do people get fearful of storytelling?
How does Storytelling create an emotional connection?
ABOUT NICK GLIMSDAHL
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Purchase Nickโs books:ย
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
[Replay] Joe DeLoss - Founder of Hot Chicken Takeover [Meaningful Experiences]
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
How to LEAD with Heart. Claude Silver, Chief Heart Officer at VaynerMedia [Culture]
What is one thing people might not know about you?
Tell me about your Nana... ๐
Tell my listeners about Vayner Media.
What does it mean to Lead from the Heart?
What is the most important trait to look for when hiring?
What does it mean to have Emotional Optimism?
Tell me about this Honey Empire you have built at Vayner Media.
Why do you focus on people first?
What is the ROI for great Culture?
What does empathy mean to you?
What book, person, or experience has influenced you the most in the past year?
What would it say if you could leave a note to all customer experience leaders?
ABOUT NICK GLIMSDAHL
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LISTENER SUPPORT
Purchase Nickโs books:ย
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
[Replay] Ron Kaufman - New York Times Bestselling Author "UPLIFTING SERVICE" [Service]
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
The JOLT Effect: How High Performers Overcome Indecision by Matt Dixon [Sales Experience]
What is one thing people might not know about you? 1:11.747 -1:58.230
How far is a customer through the buying journey before ever making contact with a supplier? 3:21.990 - 4:54.528
5:14.415 - 12:06.390 Status quo vs. Indecision
What can you do to prevent customers from spinning their wheels trying to become experts themselves? 12:43.150 - 18:42.136
How to guide customers to make a good decision? 14:16.874 - 18:42.136 How does a salesperson position themselves as the trusted advisor
What is the JOLT method? 19:01.498 - 22:57.454
Judge the Level of Indecision 19:36.678 -20:49.620
Offer a Recommendation 20:49.620 -21:59.381
Limiting the Exploration 21:59.381 - 22:14.249
Taking the Risk off the table, 22:14.249 - 22:44.632
Why is โjudging the indecisionโ the first and most crucial stepin the JOLT method? 23:11.071 -25:55.855
JOLT hits a nerve to Traditional Sales People - 26:40.331- 28:41.479
So how are sellers supposed to fight an enemy theyโve never been taught to recognize and never been equipped to defeat? 29:31.740 - 32:52.127
33:22.047 - 34:20.772 Who is to blame for the company that doesn't have the confidence to move forward?
What book or person in customer service or experience has influenced you the most in the past year? 34:39.375 - 36:13.467
If you could leave a note to all customer service professionals, what would you say? 36:32.125 - 38:35.633
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Ian Golding - CEO and Founder - Customer Experience Consultancy [Customer Experience]
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
The Journey to 1,000,000 Cookies Daily - Jason McGowan, CEO & Founder of Crumbl Cookies [Customer Experience]
Jason McGowan is the co-founder and CEO of Crumbl Cookies, for those listeners who don't already know, they are America's fastest-growing gourmet cookie company. Jason is the one who developed THE recipe for Crumblโs chocolate chip cookie. Jason thrives on working with brilliant people in creating simple, high-quality, products and services that can improve the lives of others and impact society for the better.
Crumbl Board Game - 1:45.443 - 2:31.464
The Origin of Crumbl Cookies - 2:52.190-5:15.260
The Journey to Million Cookies Daily 7:15.484 - 12:38.192
It took Thousands of Cookies to create the Perfect Chocolate Chip Cookie 5:36.363 - 6:26.718
The process of going from the test kitchen to the consumers? All Cookies need to fight for their place. Perfecting their way to the perfect cookie. 25:01.444-29:05.144
Hiring the right Crumbl Crew? 20:20.499-21:30.850
You've opened over 500 stores in 5 years. How do you make sure each location is orchestrating a delightful Crumble Experience? 15:05.130-19:38.523
How are you using videos to build brand engagement?
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
[Replay] The Future Of Work. Steve Cadigan - LinkedIn's First Chief HR Officer, Future of Work Obsessed [Workquake]
Why are more people changing jobs faster today than at any time in history?
What does all this change mean to our careers and employers?
What can companies do to keep our staff from leaving?
You mention in the book that college is no longer the investment that will gaurantee us a viable career path, so how should we view school?
Most companies still hire based on the best place to work, we pay well, and have good products, but that doesn't differeniate them from anyone, so is there a better way?
Do companies over value employee retention? How do companies attract talend when they can offer neither long-term stability or security?
How should you treat an employee when they leave your company?
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Why You NEED to be Hospitality Driven. Chris Olexa, CEO/Founder at Aspire2B Hospitality Group [Hospitality]
How did you get started in hospitality?
What was the first project?
What makes you hospitality driven?
What does "best in class" mean to you?
We put the guests at the center of ALL we do
How do you hire and retain talent
How do you measure success
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
[Replay] Laura Gassner Otting - Author of Limitless [Happiness]
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
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Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
What's at stake if you don't focus on CX? Elizabeth Dixon, Strategy, Innovation, Virtual & Live Speaking; Chick-fil-A Inc. [Customer Experience]
What is the power of CX?
What parts of the product, process, place, and people make the customer experience stand out?
What's at stake if you don't focus on CX?
Why is having the right mindset so important?
What are the behaviors that create the culture at work?
How does the consumer feel when they are not appreciated?
What part does empathy play in the CX?
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
[Replay] Ryo Zsun - The Culture Mystro at Zappos [Zappos Experience]
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
How to Solve Problems with E-Learning - Marc Havercroft, President at Go1 [E-Learning]
Their purpose (and passion) is to rekindle peopleโs love for learning, reigniting their childlike insatiability for new knowledge and experiences. They make learning simple, accessible, convenient, and comprehensive. Our platform consolidates all the types, topics, and formats of learning material available, making it easy to access and intuitive to use. They are the Worldโs Most Popular Corporate E-Learning Solution.
Brian Kaufman is the Director of Customer Experience at Bespoke Post, where heโs helped scale the team from 3 agents in 2017 (he was one of them!) to nearly 60 agents today. Bespoke Post was recently named Best in Class Contact Center at the 2021 CCW Excellence Awards, and Newsweek listed Bespoke Post among the top Subscription Box customer experience companies for 2020 and 2021. Prior to joining Bespoke Post, Brian spent more than 5 years as a television sports anchor/reporter in various news markets across the country.
Congrats on your new role. Give my listeners a recap of GO1 and your new role.
Take me through the first week at GO1. What was your goal? Interface: what do you deliver and the customer experience
Have you talked to your clients?
What questions are you asking the employees and customers?
Why should a company culture reflect its purpose and drive?
Why should learning be a lifelong process?
How does Go1 use intelligence to offer user recommendations based on usersโ preferences?
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
[Replay] Culture Is Built On What You Practice, Promote and Permit. Tim Kight - CEO, Focus 3 // Speaker, Writer, Coach [Culture]
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BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Use Data to Personalize the Customer Experience, Brian Kaufman, Director of Customer Experience at Bespoke Post [Subscription Experience]
Brian Kaufman is the Director of Customer Experience at Bespoke Post, where heโs helped scale the team from 3 agents in 2017 (he was one of them!) to nearly 60 agents today. Bespoke Post was recently named Best in Class Contact Center at the 2021 CCW Excellence Awards, and Newsweek listed Bespoke Post among the top Subscription Box customer experience companies for 2020 and 2021. Prior to joining Bespoke Post, Brian spent more than 5 years as a television sports anchor/reporter in various news markets across the country.
Bespoke Post is a monthly membership club delivering awesome boxes of top-shelf goods from under-the-radar brands.
And itโs free to join!
Every month, they introduce their members to cool products like outdoor gear, barware, clothing, and more (even live oysters!).
It is all based on a preference quiz members fill out when signing up. The box lineup changes every month, and each box has around $70 in value, but you only pay a fraction of the price.
Use promo code [NICK] for 20% off your first order.
Tell my listeners who is Bespoke?
What's in a box?
How do you choose the products you work with?
How do you use data to personalize the experience?
What role does storytelling play at BeSpoke Post?
What's your role as the Director of CX
What initiatives are you working on?
How do you shift the customer to a club mindset
What about the manufacturing experience
ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletter
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Eric Farber - Author, The Case for Culture [Culture]
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Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
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Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
Why Brands Need To Be more Human - Ilenia Vidili, Customer-Centricity Advisor [Customer Centricity]
She is a passionate customer-centricity advisor, author, and keynote speaker. She has been inspiring leaders and C-level executives of world-class organizations on embracing customer-centricity as the key to unlocking the future of business. Driven by bringing humanity to business, her mission is to see a brighter futureโwhere companies embrace a higher purpose, create value for all stakeholders, and contribute positively to society. She is the author of Journey to Centricity: A customer-centric framework for the era of stakeholder capitalism.ย
Buy here book: https://amzn.to/3J1d82R
Why do brands need to be more human?
How can you shift your focus to bring more humanity into companies?
How can my listeners connect emotionally with customers?
What does a strong community have to do with brand purpose and trust?
What makes a company trustworthy?
What makes empathy one of the most important competencies of emotional intelligence
How can companies embed empathy into the entire organization
Where should it start?
Can empathy be taught?
For the listeners who aren't quite convinced empathy matters, what data do you have to change their minds?
Why do brands need to be more human?
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
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Kindra Hall - Chief Storytelling Officer at SUCCESS Magazine, Keynote Speaker, and WSJ Bestselling Author of Stories That Stick [Stories That Stick]
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Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
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Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
Tony Johnson. Tony is the founder and principal at The Tony Johnson Group.ย He is an international speaker, author, and thought leader on the topics of customer and consumer experience, customer service, guest engagement, and leadership.
What does CX mean to you?
Let's talk about the Great Resignation. When did it start and why is it happening?
What can companies do about it?
Pay, Benefits, Flex in scheduling
what does it mean to really appreciate employees?
EX, What does it mean to treat your people well?
What examples do you have of someone who has done that well?
Is it important for employees to know theirs why?
What role does recognition play in retaining your clients?
How much feedback do employees have?
Why does real work exp in cx strategy matter so much?
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
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Brian Solis - Global Innovation Evangelist at Salesforce [Marketing]
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BROUGHT TO YOU BY:
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This podcast is under the umbrella of CX of M Radio:ย
https://cxofm.org/Podcast-Shows/ย
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Gene Smith serves as Senior Vice President and Athletic Director for The Ohio State University.
Smith is a former student-athlete and coach who has earned a reputation for advocating for student-athletes and increasing the support they receive. Smith was intimately involved in the crafting of new Name, Image, and Likeness (NIL) NCAA legislation and was a fierce advocate for student-athletes to have the opportunity to train and compete during the pandemic.
What is NIL? 2:05.169 - 3:33.105
What is the Average Student-Athlete Debt at OSU? 4:17.541- 5:53.288
It seems like a lot of Colleges/Universities are stretching the boundaries when it comes to NIL, so How is the NCAA making sure everyone playing "in bounds" per se?
I heard Ryan Day, who is the Head Football Coach at Ohio State, Ryan Day, say that it will take about 13 million dollars to keep the roster intact. Which is a lot of money, which means a lot of responsibility, so how are you prepping the student-athletes at OSU for NIL when it comes to financial literacy, taxes, business plan, etc.?
The recruiting process is crazy now, where these athletes are deciding on a school that is the highest bidder, so what is OSU doing to make sure you're not falling into that trap and staying true to your standard of excellence?
It isn't only about bringing in the best talent, but retaining them year over year, especially with the new rules with the transfer portal. What can OSU do to minimize this risk of players transferring?
Does this align with the Circle of Care?
One of those pillars is mental health. You have 4 full-time sports psychologists now. How has the impact been on your athletes?
What book or person has influenced you the most in the past year?
If you could leave a note to all collegiate athletes interested in OSU, what would you say?
ABOUT NICK GLIMSDAHL
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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J.J. Peterson - StoryBrand Chief of Teaching and Facilitation at StoryBrand and Co-Author of the Book, Marketing Made Simple [Marketing]
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Jason Lippert is the CEO at LCI Industries, but he has served in many positions over the last 28 years, his first role in the company was as a management trainee. Lippert combines their strategic manufacturing capabilities with the power of its winning team culture to deliver unrivaled Customer Service, award-winning Innovation, and premium products to every customer they do business with.ย
What is one thing people might not know about you? .46.190 - 2:11.513
For those who don't know, who is LCI Industries? 2:21.439 - 3:11.066
Hidden Gem Vacation spots 3:35.498 -4:41.637
What is your purpose at LCI? 4:50.321 7:32.852
Why do you need to drive toward values - Treat your Employees Like Family Members -8:24.961 - 8:57.219
You've led a unique and effective company culture journey, resulting in significant decreases in turnover
(200% from 2011 to 31% in 2021). What changed? Value/ Listen to the Frontline / Hold us accountable. Ask you Frontline Leaders Questions to Solve Problems. Separate your HR Department from Culture 9:20.918 - 14:01.992
I saw online that you have weekly Listening Sessions with Frontline Leaders. 15:32.999 - 18:59.630
Why it is Important to Listen by Example 19:28.730 - 20:17.117
Why was it important to have a caring part of your culture - How to reprogram people on what leadership looks like - 20:34.487 - 22:58.407 [Throwing Tape Measures and Welding Rods]
Why Social Responsibility Initiative a Leadership top 5 objective? Five Philanthropy on Staff - Build a better society by focusing on Social Responsibility 23:44.312 - 27:19.981
28:18.505 - 28:44.848 Focus Less on the Numbers and More on Heads and Heart of your Employees
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Learn about all the guests book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
Nancy Flowers is the Vice President of Insights & Loyalty at Hagerty. She is a Loyalty Strategist, Client Experience & VOC Expert, Marketing Professional, and Champion of Change. [Listening]
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BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Marcus Sheridan - Author, They Ask, You Answer [Customer Obsessed]
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
Stephen Trzeciak. He is a physician-scientist, Chief of Medicine at Cooper University Health Care, and Professor and Chair of Medicine at Cooper Medical School of Rowan University in Camden, New Jersey.ย Dr. Stephen Trzeciak is a specialist in intensive care medicine and a clinical researcher with more than 120 publications in the scientific literature. Dr. Stephen Trzeciak is the co-author of two books, Compassionomics: The Revolutionary Scientific Evidence that Caring Makes a Difference, and Wonder Drug: 7 Scientifically Proven Ways That Serving Others Is the Best Medicine for Yourself, which we will talk about today.ย Stephen Trzeciakโs mission is to raise compassion and service to others globally, through science.
Tell me about this Wonder Drug that helps people live longer, gives you more energy, better sleep, less depression and anxiety, more happiness, and success?
Some of my listeners might say, this is too good to be true. So, how does the data back this up?
What are the side effects of this wonder drug?
How does serving activates the reward centers in the brain?
How much serving others does it take to activate these rewards?
What advice do you have for the company when it comes to giving back to the communities they work/live?
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
Anthony Iannarino is a highly respected international speaker, bestselling author, entrepreneur, and sales leader specializing in complex business-to-business sales.ย Anthony is a top thought leader in sales strategy. His most recent book, Elite Sales Strategies: A guide to being one-up, creating value, and becoming truly consultative.
What does it mean to be a sales guide?
4:44.428 โ 7:20.708
ย Why does it require more of a salesperson of being one-up?
7:53.623 โ 9:45.219
ย Are you the hero or the guide in sales?
10:23.127- 11:05.288
ย the difference between buyer's journey and buyers' journeys
11:19.093 โ 13:41.318
ย What happens when desperation kicks in for salespeople?
13:58.910 โ 15:17.980
ย Why should you stop talking about solutions and start talking about outcomes? [Solution mode vs. Outcomes Mode]
Uncertainty kills decisions
16:26.820 -ย 19:29.620
ย Why Should Salespeople create certainty over credibility?
19:43.782 โ 21:12.486
ย Decisions Makers Seek Trusted Advisors
21:26.678 โ 23:05.03
ย Why prevents clients from Change
How to create certainty so clients change
25:20 โ 27:12.029
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
The Biggest Source of Digital Friction is... Roger Dooley - Author | Keynote Speaker | Podcast Host | Forbes Contributor [Customer Effort]
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
Jennifer Karen is the Patient Experience Officer at BJC Healthcare and an industry leader in HealthCare experience strategy. Jennifer is an active member and advisor to national and international organizations and Boards. She is a fire starter inspiring a culture of service excellence, hospitality, ownership, and results across the globe.
What does patient experience mean to you? 1:13.868 โ 1:49.720
How can you give your patient their best life? 2:04.793-3:26.103
What questions are you asking your patients? 4:03.542 โ 4:56.363
How important is it to have compassion in the patient experience? Why? 5:33.771 โ 8:01.393
Can compassion be taught? 8:18.261 โ 9:09.797
Why is compassion not taught in school? 9:18.735 โ 10:09.064
If the world of academia was listening to this episode right now, what would you tell them about compassion? 10:29.044 โ 11:14.012
How important is it to know the patientโs journey? 11:45.060 โ 12:49.967
Have a Compassionate Mindset โ [Donโt make your patients wait] 14:17.664 โ 15:34.118
On a prior conversation you mentioned that your professionals have coaches, so why is that so important? 15:53.417 โ 16:25.891
Why All clinicians should have coaches - A good coach will help the patient and human experience 17:32.468 โ 19:19.741
How does listening change patientsโ behavior? 19:59.292 โ 21:58.134
23:41.293 โ 24:16.533 How to use visualization to improve Healthcare
How can you check your bias before listening? 25:02.908 โ 26:06.628
If you could leave a note to all customer service professionals, what would you say? 29:19.711 โ 30:02.351
ABOUT NICK GLIMSDAHL
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Purchase Nickโs books:ย
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
[Replay] Bob Burg - Bestselling Co-author of โThe Go-Giverโ [Giving]
Bob talks about:
ยทย ย ย ย Your true worth is determined by how much you give in value than you take in payment
ยทย ย ย ย The Five Laws of Stratospheric Success
ยทย ย ย ย And the importance of communicating with tact and empathy
ABOUT NICK GLIMSDAHL
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Purchase Nickโs books:ย
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
Jason Cutter, CEO of Cutter Consulting Group, is a mindset and scalability expert. Even though he didnโt have a sales upbringing or background (his bachelorโs degree is in Marine Biology), he knows what it takes to be successful in sales and build profitable teams. His books, podcasts and work with clients are focused on helping close more deals, make more money, and produce scalable results.
How did you get into Sales?
Before you got into sales, did you believe Sales was a dirty word? Why?
How have sales changed since you started?
Why is it important to focus on the Sales Experience?
ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletter
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
[Replay] Monica Deal - Director of Customer Experience at Lexis Nexis [Customer Success]
Monica is the Sr. Director of Customer Success at LexisNexis. She talks about:
ยทย ย ย ย Journey Mapping
ยทย ย ย ย Moments of Truth
ยทย ย ย ย Ideal Experiences
ยทย ย ย ย Empowering Employees
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
Christine McHugh is an executive coach, consultant, and former Fortune 200 leader with hands-on experience, including 27 years at Starbucks.
As a coach, Christine partners with leaders looking to scale their organizations, bringing a wealth of experience in strategic planning, operations, and culture development. She is president of the board for the Green Apron Alliance, a global nonprofit organization for Starbucks alumni.
As a fellow runner, how does distance running align with Customer Service?
Similar to distance running, it is all about playing the long game. From your time in Customer Service, how important was it to focus both tactfully and strategically?
In running, there are times when things don't go as planned. What do you do next?
How important is personal development for you?
What does it mean to be a servant leader? Are you born with it or can you grow into one?
What does community mean to you?
ABOUT NICK GLIMSDAHL
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Purchase Nickโs books:ย
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
[Replay] How to Never Lose A Customer Again - Joey Coleman - Author, Never Lose A Customer Again [Customer Service]
Welcome to another throwback episode! I hope you enjoy it!
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Why Should you Create a Culture of Innovation - Brandon Rhoten
Alex Hutchinson is a National Magazine Award-winning journalist, contributing editor at Outside, a columnist at the Globe and Mail, and a senior editor at Canadian Running.ย
This episode will be talking about his latest book ENDURE: Mind, Body, and the Curiously Elastic Limits of Human Performance.
In what role does the brain play in a race?
Does your cognitive development correlate to your physical development?
Fatigue: Inability to continue vs sense of effort
What about refocus or concentration? Explain the last lap kick?ย
What is brain endurance training and how does it work?
What role does Oxygen plan in endurance?
How do you apply endurance in the workplaceย
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
[Replay] How to have Uplifting Service - Ron Kaufman, New York Times Bestselling Author "UPLIFTING SERVICE" [Service]
Welcome to another throwback episode! I hope you enjoy it!
ABOUT NICK GLIMSDAHLSubscribe to my bi-weekly newsletter
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BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Why Should you Create a Culture of Innovation - Brandon Rhoten
Brandon Rhoten is a change agent. He is the Chief Marketing Officer best known for building Wendy's digital/social, helping achieve an epic turnaround. Successful track record of delivering sustained growth through enterprise-wide transformation initiatives. He also spent time at Papa John's International and Potbelly Sandwich Work as the Global Chief Marketing Officer.
Why does change rarely happens unless you bring in a change agent?
We all know change is hard, so what does it take to change?
What is one question you ask companies you work with as it relates to change?ย
How can you be the change agent?
Do you have to stay to make sure the wins occur?ย
How important to bring in the right team?
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
[Replay] The Importance of CX to the Business - John DiJulius - President - The Dijulius Group [Customer Service]
Welcome to another throwback episode! I hope you enjoy it!ย
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ย
Neil Hoyne - Chief Measurement Strategist at Google, Author of Converted: The Data-Driven Way to Win Customers' Hearts [Data]
What is the difference between behavioral attributes and personas?
Is human behavior predictable?
Why should you embrace irrationality when interacting with customers?
What's the difference between conducting a good conversation and building relationships?
What makes Customer Lifetime Value the indispensable measurement for marketers?
What are the masters of retention doing better than others?
What is the importance of storytelling when it comes to data?
ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletter
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Purchase Nickโs books:Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
How to Influence People - Brian Ahearn - Chief Influence Officer at Influence PEOPLE [Buy-in]
Welcome to another throwback episode! I hope you enjoy it!
ABOUT NICK GLIMSDAHL
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Purchase Nickโs books:Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nickSupport this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Ryan Hawk - Host of The Learning Leader Show, Author: The Pursuit Of Excellence [Success]
What does trust mean to you?
How does listening build trust? What does it mean to listen with your eyes?
What is the difference between success and excellence?
How should my listeners pursue excellence?
How do you feel when people say "Follow your passion"? What should we do instead?
What makes mindset important when it comes to success?You said in the book "Devote yourself to the process of doing things well, and good outcomes will find you". How do you apply this to your success in podcasting?
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
Chris Vetrano - Head of Partner & Customer Engagement | Bikes, Scooters & Transit at Lyft [Customer Engagement]
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
ABOUT NICK GLIMSDAHL
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LISTENER SUPPORT
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Sasha Gainullin - CEO at battleface [Customer Expectations]
In the spring of 1999 for 4 months, you were a Customer Service Representative. What did you learn and what have you taken with you over the next 23 years?
How is CS the essence of battleface? Once you stop listening to the customer, then you can't stop innovating.
What does it mean to have a battleface?
I read a Forbes article where you talk about how outdated the travel insurance industry has become. How was it outdated and how is battleface different?
What does it mean to be a humanity-focused travel insurance company?
How do you listen to customers at battleface?
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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*Jamie Eubanks - CEO at Magical Vacation Planner [Grit]*
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
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Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Kerry Bodine - Author, speaker, and customer experience thought leader. CEO of Bodine & Co. [Customer Experience]
Kerry Bodine is the co-author of Outside In and a globally recognized customer experience expert. She founded Bodine & Co. in 2014 on the belief that unified and profitable customer experiences must be built from within โ and that requires new ways of working and thinking.
:41.206 People might know about you
2:45.090 โ 5:17.354 Why CX must be built from within the organization
6:16.947-7:37.675 Donโt make decisions based on flawed assumptions
8:15.106-9:17.159 Tell Stories to Solve Problems
9:46.294-11:03.806 The best way to deliver information is through aggregate/real-life storytelling
11:23.246โ 15:03.345 Get buy-in across the organization by showing how CX impacts business outcomes
17:25.918 โ 20:20.225 Most companies think they deliver a great experience, but customers don't agree. How can they know for sure?
21:27.869-22:28.164 Has your organization delivered on your Mission, Vision, Values / Brand Attributes?
23:13.948-26:01.928 How to get in front of relationship management
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Annette Franz, author of Built To Win [Culture]
Annette has 30 years of experience (both client-side and vendor side) helping companies understand their employees and customers, identifying what drives retention, satisfaction, engagement, and the overall experience, and designing customer experience strategies to deliver a better experience for all constituents.
Annette was named one of โThe 100 Most Influential Tech Women on Twitterโ by Business Insider and she is also an official member of the Forbes Coaches Council, and that is just the start. Her newest book Built to Win: Designing a customer-centric culture that drives value for your business is out now. Annette.
What is the difference between customer-focused and customer-centric?
How do you know if a company is customer-centric?
Why do customer-centric organizations require a mindset and behavior shift?
What advice do you have to companies who are struggling to change?
You mentioned there is a perception gap between businesses that think they put the customers at the heart of all they do and what customers think. Why is there a gap?
How can companies get the entire organization to rally around the customer?
What is the best way to measure companies' existing cultures?
How does the role of culture fit in the employee experience?
How do you link culture to outcomes?
When you go into an organization, what is the first question you are asking your clients [What problem are you solving for your customers?]
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Jeremy Burek - Vice President of Customer Enablement at EagleView [Customer Service]
How has Custome Service evolved since you started?
What role does the human experience play in Customer Service?
What does AI mean to you?
How can AI and Humans Co-Exist in Customer Service?
What are some ways companies use AI at the wrong time?
How is the AI vendor broken today? Let's talk about the foundational elements you need for AI to be successful
How important is data to you?
What impact does data have on the business?
How do EX and CX work together?
How has Custome Service evolved since you started?
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
[Replay] Scott McKain - Author, ICONIC, and Hall of Fame Speaker [Customer Service]
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
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BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
John O'Leary - Two-Time National Bestselling Author | Coach | Live Inspired Podcast Host [Perseverence]
John is an inspirational speaker teaching, 50,000+ people each year around the world and via virtual experiences how to live inspired.
John is the host of the Live Inspired Podcast with more than 1.2 million downloads and amazing guests each week like Brenรฉ Brown, Dave Ramsey, Joe Buck, Ozzie Smith, Kurt Warner, and more.
Consistently described as โthe best speaker weโve ever had,โ Johnโs emotional story-telling, unexpected humor, and authenticity make each of his presentations, experiences, episodes, and interactions truly transformational.
John O'Leary Introduction - 5:42
Say yes to the one in front of you - 11:59
How to love the one in front of you - 15:14
The difference between surviving and thriving - 19:29
The risk of thriving vs. surviving - 23:55
How to celebrate the scars - 25:41
The difference between I have to, and I get to - 28:26
John OโLearyโs relationship with Jack Buck - 30:54
What more can I do? - 33:57.037-35:40.986
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Jon Picoult - Customer Experience Expert | Author of "From Impressed To Obsessed" [Customer Experience]
He is the founder of Watermark Consulting and a leading expert in customer and employee experience. He has advised C-Suite leaders at some of the worldโs foremost brands, helping companies capitalize on the power of loyalty โ both in the marketplace and in the workplace. Today, Jon joins us to talk about his fascinating new book, โFrom Impressed To Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong Fans.โ
The opening line of your new book, says: โIf youโre aspiring to satisfy your customers, then you are aspiring to mediocrity.โ That seems to contradict a fundamental business tenet with which weโre all familiar, namely, that customer satisfaction is key. Why should we all rethink that?
Your book talks about how customer experience is really an exercise in memory-shaping. Can you explain what you mean by that, and the implications it has for how businesses engage with customers?
Whatโs the difference between customer experience and customer service? Are those terms interchangeable?
Many companies these days are struggling to hire workers. If employees are a type of customer, what about employment candidates? Should customer experience design techniques be applied to the job search process?
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
ABOUT NICK GLIMSDAHL
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Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
[Replay] We're Doing CX Wrong... And How To Get It Right, author Nick Zeisler [Customer Experience]
How are we doing CX Wrong?
What resources do you have to see if you're doing CX wrong?
What are your thoughts on chasing ROI?
What does Culture have to do with CX?
If you have 60 seconds in front of a CEO, what would you say?
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
Lee talks about his time as a professional hockey player talks about the importance of experiences, and how UWM uses technology to be the fastest, easiest and cheapest.
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BOOK RECOMMENDATIONS:
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Julian Treasure - Founder at The Sound Agency, five-time TED speaker, author of How to be Heard and Sound Business [Listening]
1:40 It didnโt do quite as well as your TED Talks, but still quite impressive.150 Why do we take hearing for granted?โ4:08 How can my listeners hear better?7:10 Why are you giving me so much attention! Is about increasing your consciousness?7:45 Another crucial topic you discuss in your book is inner listening, so how does that play a role in our relationships with ourselves?10:10 How does it make people feel when they realize they are no longer that voice?11:39 This is so impactful on the power of listening. Can you re-train your inner voice?12:59 How can people in Customer Service listen with intention?17:00 How do most people feel when they are interrupted?19:33 What is the beauty of silence?22:12 Why do companies hire on listening, but they donโt reward on listening. What is that?23:42 What would you say to someone who leads customer service and says โWell, thatโs great Julian, but how do I score on listening?โ
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
ABOUT NICK GLIMSDAHL
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LISTENER SUPPORT
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Eryc Eyl - Humancentric keynote speaker, author, and business philosopher [Contact Center]
What is the perception of the Contact Center today?
What is wrong with that perception?
Why is it challenged to hire and retain talent?
How can companies retain their talent?
How do we motivate people when they are from home?
Is there a disconnect between what companies what from their agents and what they're measured on?
Can you force employees to be engaged? How do companies do it wrong? What should companies do instead?
How does Empathy play into this?
The supervisors of the contact center are also trying to do their job, and focus on what metrics they are measured on, so how do you have sympathy for them as well?
If you could talk to the supervisor 1-2-1, what would you say?
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
ABOUT NICK GLIMSDAHL
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LISTENER SUPPORT
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Tom DeWitt - Director - CXM@MSU at Michigan State University, President - CX of M - Michigan's Association of Customer Experience Professionals [Education]
CXM@MSU: Conferences, Companies, Action Teams, Roundtables, Mentorship
What is the role of the collaborative?
What does the Master's Degree entail?
What is the goal for enrollment?
Who do you believe might be a good fit?
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
ABOUT NICK GLIMSDAHL
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LISTENER SUPPORT
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
ABOUT NICK GLIMSDAHL
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Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
ABOUT NICK GLIMSDAHL
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Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
ABOUT NICK GLIMSDAHL
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Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Evan Kristel - Tech Influencer [Remote Workforce]
What did the leaders of companies think of Working from Home prior to the pandemic?
On March 13 the world stopped, and the United States was under a National Emergency, which forced everyone home. What did the leaders think would happen and what actually happened?
From the employees' perspective, has the data shown that they enjoy working from home and not driving into work? More efficient,
Were there any challenges with employees working from home?
What does the return to work look like? Will it go back to normal or be more of a hybrid approach? How will it change?
Prior to the pandemic, there were a lot of in-person meetings, so will your clients expect you to see them in person, or will that also be more of a hybrid approach?
What will change for you? Will you travel more or do you enjoy WFH?
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VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
ABOUT NICK GLIMSDAHL
Subscribe to my weekly newsletter
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Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
[REPLAY] Kaye Chapman - Learning & Development Manager at Comm100, CX Accelerator Community Organizer [Learning Experience]
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
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BOOK RECOMMENDATIONS:
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
[REPLAY] Aja Varney - Director, Global Customer Engagement at Spartan Race, Inc. [Spartan Experience]
Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.
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BOOK RECOMMENDATIONS:
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Fred Reichheld is the creator of the Net Promoter system of management, the founder of Bain & Companyโs Loyalty practice, and the author of five books including the New York Times bestseller The Ultimate Question 2.0.
He is currently a fellow and senior advisory partner at Bain, where he has worked since 1977. According to the New York Times, Fred โput loyalty economics on the map.โ The Economist refers to him as the โhigh priestโ of loyalty.
- What is one thing people might not know about you?
- How are people/companies implementing NPS the wrong way? What is the right way?
- How has NPS evolved?
- What is the relationship between love and loyalty?
- What happens when customers feel love from a company?
- What is the power of a recommendation?
- Why should companies focus on frontline team leaders?
- What does it take to be remarkable? Which companies do this well?
- How does persistence provide a foundation for building loyalty?
- Why is it that only 10% of executives believe the primary purpose of the business is to enrich customers' lives?
ABOUT NICK GLIMSDAHL
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Nick's NEW book:
Reasons NOT to Focus on CX is now available at Barnes & Noble.
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BOOK RECOMMENDATIONS:
Learn about all the guestsโ book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
ABOUT NICK GLIMSDAHL
Subscribe to my weekly newsletter
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LISTENER SUPPORT
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Nathan Foy, Author, What Rich Clients Want But Won't Tell You [Client Experience]
He is the Founder and CEO - Fortis Riders and author, What Rich Clients Want But Won't Tell You.
- What are the criteria to become a client?
- How do the affluent think differently?
- Is great service enough for your clients or do they demand more?
- What is the true impact of exceptional service?
- Iโm sure there are plenty of unique differences between your clients, but what do they have in common?
- What happens when clients trust you? Is it only about trust or is there more?
- What do you do at Fortis to inspire loyalty?
- You mention in the book "Your ability to adapt to changes, adopt the right solutions, and solve problems rapidly will largely determine your future success." Is this something you had to learn?
- A lot of companies dismiss potential clients who they think might be hard to please, but you encourage companies to take on the difficult clients. Why is that?
- How can my listeners Adopt a High-Performance Mindset
- How would the world suffer if Fortis failed to do your job?
ABOUT NICK GLIMSDAHL
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Nick's NEW book:
Reasons NOT to Focus on CX is now available at Barnes & Noble.
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BOOK RECOMMENDATIONS:
Learn about all the guestsโ book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Chris Voss is the CEO & Founder of The Black Swan Group Ltd
Author of Never Split The Difference: Negotiating As If Your Life Depended On It.
Chris founded the Black Swan Group, in 2008 upon his retirement from the FBI where he was the FBIโs lead international kidnapping negotiator.
Chapters of this episode:
- 0:00 โ Introduction
- 0:53 โ What is one thing people might not know about you?
- 2:43 โ How long do you have to make that first impression?
- 4:30 โ How did you make your first impression count?
- 6:35 โ How do I get the customer who is fired up to calm down and get them to trust you?
- 16:05 โ What is the power of an open-ended question?
- 22:31 โ How do you continue to push somebody to the limit, but still gain their trust?
- 25:31 - What is mirroring and why it works?
- 29:48 - What is the beauty of silence?
- 32:25 - How do you get comfortable being uncomfortable?
- 33:33 - What is the importance of visualization?
- 34:51 - How to get what you want when things are lopsided?
- 40:30 - What tactics should a Customer Service Rep use to diffuse a frustrated customer?
- 41:00 - Why you shouldn't say I'm Sorry in Customer Service.
- 45:15 - What book or person has influenced Chris in the past year?
- 47:06 - If you could leave a note to all Customer Service Representativesโ Desk, what would it say?
- 48:39 - Learn about the Black Swan Group, Ltd.
ABOUT NICK GLIMSDAHL
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Nick's NEW book:
Reasons NOT to Focus on CX is now available at Barnes & Noble.
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BOOK RECOMMENDATIONS:
Learn about all the guestsโ book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Jillian Benbow - Co-Host of The Community Experience [Community Experience]
She is the Senior Community Experience Manager at SPI Media and the host of the podcast The Community Experience.
- Tell my listeners about SPI Media?
- How do you explain a community?
- Where do people get community wrong?
- What is the best way to onboard the community?
- How do you go about setting boundaries with a community?
- What is the best way to deal with conflict resolution?
- Onboarding Email Automation Series: Welcome, tour, events
- Is there a fine line to keeping your current community happy and also growing your community?
- So let's say someone started a podcast, now what?
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guestsโ book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
ABOUT NICK GLIMSDAHL
Subscribe to my weekly newsletter
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LISTENER SUPPORT
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Scott Jeffrey Miller - Author, Podcast Host, Keynote Speaker [Leadership Experience]
- Scott Jeffrey Miller currently serves as the Special Advisor on Thought Leadership for the FranklinCovey Company and is the host of their weekly podcast series, On Leadership with Scott Miller. Additionally, Scott is the prolific author of numerous books, writes a column for Inc. Magazine, and keynotes for clients around the world.
- Questions
- Tell my listeners about your book Master Mentors.
- You pull from 30 guests from your podcast. Why these 30?
- I've had the ability to have so many amazing guests on my show, and I learn and grow from all my guests. At the very beginning of the book, it says Master Mentors guarantees you will experience a transformative shift in your personal mindset, life skill set, and career toolset. With that in mind, how has this book transformed your personal mindset, life skill set, and career toolset?
- I love that each chapter has a question because I believe this world needs to ask bigger questions. Which question was your favorite?
- What has been your favorite question you keep coming back to? Why?
- Which guest surprised you the most?
- Tell me more about your dinner parties? How did this start? Who do you invite? What's the goal?
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
ABOUT NICK GLIMSDAHL
Subscribe to my weekly newsletter
Find me on Twitter
Find me on LinkedIn
LISTENER SUPPORT
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Tony Amanta Schepers is the Director of Operations and Customer Experience Success at Curbside Kitchen.
- How do you define success in CX?
- So many CX leaders have started in a new role and quickly hit a wall or aren't โmoving the needle fast enoughโ to appease leadership. What guidance/advice would you have for these CX leaders?
- What's the first thing they should do?
- Why is it so important to earn trust first?
- There are different business stages like launch, grow, expand, mature and potential decline. How does CX play a role in each step? Curbside Kitchen examples?
- Customer Experience is great, but how do you drive the initiative forward to meet business objectives?
- Mike Tyson famously said: "Everyone has a plan until you get punched in the face". I believe the same is true in CX, meaning, it doesn't matter how perfect the plan is, someone is going to complain about something or maybe you don't hit expectations. What happens when things don't go as planned?
- What book or person in customer service or experience have influenced you the most in the past year?
- If you could leave a note to all customer service professionals, what would you say?
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Ryo Zsun is the Culture Mystro at Zappos and leads campus tours. He is a stellar example of what a zapponian really means.
His adventure started in the Zappos Cafรฉ as a Barista, the following year he joined the elite Zappos Customer Loyalty Team [ZCLT] WOWing customers in their call center.
In 2014, he joined an amazing team known as The Zappos Culture Guides, giving tours 4 times a day to guests from all over the world who come to visit our Zappos HQ to see what their culture looks like in action.
Present-day, youโll find Ryo traveling & sharing his personal stories, experiences, and passion for company culture & customer service as a keynote speaker for Zappos Insights, Inc.
- Whatโs one thing people might not know about you?
- As the world is in a mad dash to find the right gifts, how is Zappos helping their customers out? [Holiday Help]
- Does everyone needs to participate in Holiday Help?
- What stories do you have from your Holiday Help time?
- Iโm sure there are ideas the come with ways to improve the customer experience while on Holiday Help, so how do they go about that?
- What ideas have come up that youโve implemented? [Ask Anything, Zappos Adaptive program]
- You talk about the importance of wowing your customers, but do you also wow your employees or business partners?
- Customer service doesnโt always go perfect, so what are a couple of stories you have when Zappos righted a mistake?
- Last year, you implemented Virtual Santa, which you are doing again this year, can you tell my listeners more about that?
- What book or person has influenced you the most in the past year?
- If you could leave a note to all CSRs, and it would hit their desk Monday at 8 am, what would it say?
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Rick opened the first City Barbeque in 1999, they thought we wanted to serve folks the best barbeque theyโd ever hadโbut it didnโt take long for them to realize they wanted to serve more than just great food. Today, their goal is to serve and create happiness.*
Rick opened the first City Barbeque in 1999, they thought we wanted to serve folks the best barbeque theyโd ever hadโbut it didnโt take long for them to realize they wanted to serve more than just great food. Today, their goal is to serve and create happiness.
Before you opened a City BBQ, you started out entering BBQ Competitions. Tell me about that?
When you decided to open City BBQ, and it wasn't a seamless start, but you begin to get orders, and what did you do to meet expectations and deliver on your promise?
What I like about City BBQ is the consistency I get at every location and not just the quality of food, but the people and atmosphere. I read online that you train your employees to treat every person who walks into a City BBQ as a guest in your home. I love that. How else are you building and training your teams to create a consistent experience across every location?
As you grow how has the organization had to adapt to culture and systems to meet demand and expectations?
One of City Barbeque's core values is serving its communities, teammates, and neighbors. What does that mean to you?
What have been keys to City BBQโs growth?
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
ABOUT NICK GLIMSDAHL
Subscribe to my weekly newsletter
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LISTENER SUPPORT
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Jay Baer brings 27 years of marketing and customer experience expertise and has worked with more than 700 companies, including 36 of the FORTUNE 500. In his keynotes and webinars, Jay teaches how to grow businesses by giving customers a differentiated experience they notice and talk about.*
*What is one thing people might not know about you?*
*How do you succeed in marketing and communications today?*
*What are talk triggers?*
*What are the different types of talk triggers? Should my listeners you every type per interaction?*
*How do customers feel when companies have inconsistent experiences?*
*Why should leaders experience their business as a consumer does?*
*Should you keep an eye out for what your competitions customers are saying?*
*Why does trust matter more than truth?*
*What book or person in customer service or experience have influenced you the most in the past year?*
ABOUT NICK GLIMSDAHL
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Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
ABOUT NICK GLIMSDAHL
Subscribe to my weekly newsletter
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LISTENER SUPPORT
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Dr. Bertley is a scientist, scholar, and evangelist for innovative thinking. As the President and CEO of COSI, he is shepherding the leading science center to its next iteration in a legacy of success.
02:20 For those listeners who are not familiar with COSI, please tell us a bit about you.
05:00 What is the COSI Guest Experience? How much emphasis is put on the guest experience?
08:00 How has COSI been impacted over the last 20 months?
12:20 Tell me more about COSI Connects?
13:42 Whatโs next for COSI? How did that come to fruition?
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guestsโ book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
*Please fill out this survey:* https://forms.gle/7ig267wFeyoLU2Xg7****
Free Ebook
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Brian Solis is a world-renowned digital anthropologist and futurist who serves as Global Innovation Evangelist at Salesforce. Brian is also an 8x best-selling author and international keynote speaker.
Brian shared his latest research on CX and its new trajectory as a result of the pandemic at the 2021 AMA Ignite that I moderated. He also explored how marketing can take the lead to unify the organization around the customerโs experience and the future of business growth.
ABOUT NICK GLIMSDAHL
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LISTENER SUPPORT
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guestsโ book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Jerry Campbell - Director, Customer Workflows-Leading Practices at ServiceNow
Where does the Customer Experience Start?
Why is it important to involve your employees in the decision-making process to deliver great CX?
What specifically should the employee be involved with? Should they have an input in technology selection, onboarding, operations, marketing? Where does it stop?
Let's talk about Technology next. Why do most companies feel that technology is always the solution?
What happens if the technology is too complex or not integrated correctly? What does that do to morale or productivity?
What makes CX professionals agents of change? How is that different than other leaders in the organization?
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Charlie Godfrey is the Senior Director at Genesys.
01:00 What is one thing people might not know about you?
01:50 Can you have Empathy with Technology?
02:43 A lot of people talk about Empathy, but how do you make it real?
10:50 What is the difference between Empathy and Sympathy?
13:07 Can Empathy be taught?
17:23 Should you deliver Empathy to your Customers or Employees first?
Where do people fail with Empathy?
20:07 How does empathy align with CX?
24:50 Is it possible to have empathy at scale? Do you need tech involved?
28:46 What book or person in customer service or experience has influenced you the most in the past year?
If you could leave a note to all customer service professionals, what would you say?
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This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Fanatics Carolyne Truelove is the Head of Global Fan Experience at Fanatics, Inc. Fanatics is changing the way fans purchase their favorite team apparel, jerseys, headwear, and hard goods through innovative, tech-infused approach to making and selling fan gear in today's on-demand, mobile-first culture.
Fanatics offers the largest collection of timeless and timely merchandise whether shopping online, on your phone, in flagship stores, in stadiums, or on-site at the world's biggest sporting events.
01:20 What is one thing people might not know about you?
03:26 What is it that you do as the Head of Global Fan Experience at Fanatics?
04:46 At Fanatics, you have Athletes and a Coach. Is it a play on sports or something else?
06:45 Tell me your culture at Fanatics?
08:35 Does that improve retention?
12:01 How do partnerships with internal teams improve the Fan Experience? (Effortless Tools, Self Service)
17:12 What makes the Fan Experience so unique at Fanatics?
How do you measure the fan experience?
19:47 How are you using this data to improve the fan experience?
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VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Steve is a highly sought-after talent advisor to leaders and organizations across the globe. As a founder of his own silicon valley based firm, Cadigan Talent Ventures, Steve advises organizations including Twitter, Eventbrite, Cisco, Intel, Salesforce, and more. Prior to launching his firm, Steve worked as an HR executive for over 25 years at a wide range of companies, but his HR career was capped by serving as the first CHRO for LinkedIn from 2009 through 2012.
02:43 Why are more people changing jobs faster today than at any time in history?
05:32 What does all this change mean to our careers and employers?
09:30 What can companies do to keep our staff from leaving?
14:42 You mention in the book that college is no longer the investment that will guarantee us a viable career path, so how should we view school?
22:30 It seems like most companies still hire based on the best place to work, we pay well, have good products, but that doesn't differentiate them from anyone, so is there a better way?
31:10 As an employee, should we always be looking at our next career move? Why or why not?
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*John and Mark X. Cronin are the father-son teams that founded Johnโs Crazy Socks, the worldโs largest sock store. John is an entrepreneur who just happens to have Down syndrome. You may know them for being named EY Entrepreneurs of the Year or testifying before Congress or speaking at the UN. You may know them because John became โSock Buddiesโ with President George H.W. Bush. Or you may know them for having grown a bootstrapped start-up to a multi-million dollar business in four years.*
*Johnโs Crazy Socks is an internationally recognized social enterprise with a mission to spread happiness and show what people with differing abilities can do.*
*Their mission infuses all aspects of their business. More than half of their employees have differing abilities. Their Giving Back Program starts with a 5 percent pledge of profits to the Special Olympics and has raised over $450,000 for their charity partners. They have attracted over 29,000 online reviews five-star reviews. Johnโs Crazy Socks has over 240,000 Facebook followers and 55,000 Instagram followers.*
*You will love their socks, but the socks are just the physical manifestation of the happiness they share.*
02:50 What is your mission at John's Crazy Socks?
05:00 How many socks do you have?
09:48 What type of feedback do you receive from your customers?
15:02 I'm sure the pandemic wasn't kind to your business. How did you adapt?
21:51 What would you tell my listeners about how to have successful and happy employees?
30:16 Why is giving back so important to you guys?
Tell me about your fulfillment process? What makes you unique?
Why is giving back so important to you guys?
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Kindra Hall is the Chief Storytelling Officer of SUCCESS Magazine. She is also a best-selling author and Her book, Stories that Stick debuted at #2 on the Wall Street Journal Bestseller List. Her second book, Choose Your Story, Change Your Life: Silence Your Inner Critic and Rewrite Your Life from the Inside Out, releases in January of 2022. Pre Order Now:* https://amzn.to/3mjJQmm****
*00:38* What is one thing people might not know about you?****
*01:45* What's the power of a story?****
*03:25* Are all stories created equal?****
*05:24* What does it take to tell a good story?****
*15:15* Is the "Why" important in storytelling?****
*17:00* You mentioned that Customer Experience has a natural edge over traditional marketing, why is that?****
*18:57* You talk about the importance of filling the empty spaces in customers' lives. What if instead of hearing awful hold music and the "your call is very important to us" you heard stories from other customers?****
*24:00* What does vulnerability have to do with telling a great story?****
*25:53* Tell my listeners about your new book: Choose Your Story, Change Your Life: Silence Your Inner Critic and Rewrite Your Life from the Inside Out, which releases in January of 2022?****
*30:34* What book or person in customer service or experience has influenced you the most in the past year?****
*Please fill out this survey:* https://forms.gle/7ig267wFeyoLU2Xg7****
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BOOK RECOMMENDATIONS:
Learn about all the guestsโ book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
*Please fill out this survey:* https://forms.gle/7ig267wFeyoLU2Xg7****
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Dee Ann Turner is a 33-year veteran of Chick-fil-A, Inc, and was selected as the companyโs first female officer in 2001 and served as the Vice President, Talent and Vice President, Sustainability. During her long career, she worked closely with Chick-fil-Aโs founder, S. Truett Cathy, and other key leaders as an architect of their organizational culture. Today, she leads her own organization, Dee Ann Turner & Associates, LLC, focused on writing books and speaking to audiences on how to steward extraordinary talent.
*01:18 What is one thing people might not know about you?*
*02:45 In the book, you talk about Employment Value Promises. What are those and why are they important?*
*03:53 Have you always bet on talent?*
*04:36 What is the difference between a committed vs. Complacent Employee?*
*07:42 What attributes were you looking for at Chick-Fil-A as Talent or Franchisees?*
*09:58 Whatโs the franchisee retention rate at Chick-Fil-A?*
*10:35 Whatโs the difference between CFA and others?*
*13:45 Is there a reason why other organizations don't invest in their people like Chick-fil-a?*
*16:03 Who owns the culture in an organization?*
*17:31 How important is mentoring?*
*19:34 Is it also important to help others on the journey?*
*20:37 What does loyalty mean to you?*
*21:50 Is loyalty a two-way street?*
*Please fill out this survey:* https://forms.gle/7ig267wFeyoLU2Xg7****
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BOOK RECOMMENDATIONS:
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
*Please fill out this survey:* https://forms.gle/7ig267wFeyoLU2Xg7****
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*0:00 Introduction*
*01:57 What does Client Experience mean to you and why is it important?*
*03:50 Being Client First, your goal is to Deliver Radical Personal Service, which is awesome, but how 05:05 Do you also deliver an internal client experience?*
*08:49 One of the things we talked about prior was for your team to discover your best self. What is that important?*
*11:30 What is Grow, Prosper, Serve and why is it important?*
*15:27 Tell my listeners about WOW University?*
*18:25 Is it important to keep it fresh and relatable?*
*21:00 The Paducah continues to invest in their people, from the Ritz Carlton Leadership Center Training, Google Leadership Institute, and the Fans First Training put on by the Savannah Bananas. Why is it important to invest in your employees?*
*Please fill out this survey:* https://forms.gle/7ig267wFeyoLU2Xg7****
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
*Please fill out this survey:* https://forms.gle/7ig267wFeyoLU2Xg7****
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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*Joe DeLoss is a social entrepreneur focused on building transformational brands for transformational people. Heโs spent the last decade building businesses and providing meaningful employment opportunities for men and women whoโve faced significant adversity in their lives. Joe believes everyone deserves a fair chance to build a new story for themselves. His most recent success, Hot Chicken Takeover, is a fast-casual restaurant chain taking over the Midwest.*
*01:55 Why Hot Chicken?*
*03:25 Did you have restaurant experience?*
*04:42 What's your mission with HCT?*
*08:15 At HCT, approximately 70% of the staff have a criminal record, so what attributes are you looking for when hiring people?*
*09:35 HCT boasts retention rates three times its industry. What is the key to your success in retention? Benefits? Let them choose benefits.*
*14:05 How much do you focus on the Guest Experience?*
*18:00 What is the retention of your guests?*
*19:30 Do your guests know they are supporting a social enterprise, or are they just there for the awesome chicken?*
*21:32 What happens when you serve food and then went to strict carryout.*
*24:20 What's next for Hot Chicken Takeover*
*27:48 Bold Humility*
*Joe's book recommendation:*
*An Everyone Culture:* https://amzn.to/3DkyynL****
*Please fill out this survey:* https://forms.gle/7ig267wFeyoLU2Xg7****
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BOOK RECOMMENDATIONS:
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
*Please fill out this survey:* https://forms.gle/7ig267wFeyoLU2Xg7****
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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*Dan Gingiss is a customer experience speaker and coach with a 20-year corporate background at companies like McDonaldโs, Discover, and Humana. He is an author, keynote speaker and podcast host, and most recently has a new book out called the experience maker.*
*1:40 Where Dan would eat for his last meal in Chicago*
*2:39 What is the most common response to a positive experience?*
*4:26 You mentioned in your book that the bar for customer experience is very low. Why is that?*
*8:46 Can companies achieve CX perfection? What should they do instead?*
*13:52 What does it mean to be wiser?*
*17:01 I didnโt expect witty in there? Why witty? Whatโs your favorite example of being witty?*
*24:03 What is the most important factor in a customerโs loyalty? (Reducing Effort)*
*25:34 Where are the pain points most likely in a customerโs journey?*
*28:35 Explain his new book in 30 seconds*
*Please fill out this survey:* https://forms.gle/7ig267wFeyoLU2Xg7****
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BOOK RECOMMENDATIONS:
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
*Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.*
*Please fill out this survey:* https://forms.gle/7ig267wFeyoLU2Xg7****
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BOOK RECOMMENDATIONS:
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Nancy Flowers is the Vice President of Insights & Loyalty at Hagerty. She is a Loyalty Strategist, Client Experience & VOC Expert, Marketing Professional, and Champion of Change.
00:32 Introduction
02:10 Hagerty Insurance is an Automotive Lifestyle Brand. What does that mean?
10:16 VP of Insights and Loyalty โ tell me what you are responsible for at Hagerty?
12:18 Loyalty- how do you define it at Hagerty?
14:41 How do you drive customer engagement and loyalty at Hagerty Insurance?
17:16 Why is it important to focus on the Moments that Matter?
19:24 How do you prioritize MTM?
26:26 How do you build an emotional connection in Moments that Matter? Do you have an example?
29:45 Can you correlate human emotion to business value?
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.
Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7
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BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/
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VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Shep answers the questions to :
- Is there a strategy that can set your company up for success, no matter what curveballs the world may throw your way?
- How do you expand a relationship with a customer so that it's strong enough to sustain multiple renewals of trust?
- When should we start working on getting the customer to come back - to renew their service or "subscription"?
- What can we learn from unhappy customers?
*Please fill out this survey:* https://forms.gle/7ig267wFeyoLU2Xg7****
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.
Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7
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ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Clickhere: https://press1fornick.com/lets-talk/
Nick talks about:
- What made you want to start this podcast? What did you learn as a podcaster?
- Everyone and their mother now has a CX podcast. What do you think makes Press 1 for Nick different and better than the rest of them?
- What do you look for in the guests that you invite to your podcast?
- You ask every guest the question if you could leave a note to all customer service professionals and itโs going to hit everyoneโs desk at 8 am, what would it say? Which notes have been your favorites?
- How have you evolved in your own personal view of CX after having interviewed so many CX thought leaders? And do you even believe in thought leaders anymore?
- Why do you still commit time to create a CX podcast?
- Whatโs Next?!
*Please fill out this survey*
Free Ebook: Advice & Book Recommendations from Customer Service & Customer Experience Leaders
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Jim talks about:
- How to define Company Culture
- How to AMP up, maintain or even revolutionize company culture
- The best way to find and retain top talent
*The person who influenced Jim the most in the past year:*
Radical Leap by Steve Farber: https://amzn.to/3l5jUcF
*His note to all CX professionals:*
โRead the guest, seize the moment, personalize the experience to rock their world.โ
*Transcript:* https://press1fornick.com/jim-knight
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Jamey talks about:
- What it means to have purpose
- What it looks like to have world class service
- Why itโs important to treat your customers like Michael Jordan
*The person who influenced Jamey the most in the past year:*
Chip Bell
*His note to all CX professionals:*
โItโs possible and advisable to find something that doesnโt feel like you're making a living, but it is bigger than that, itโs possible to make a difference. Find out how to blend your individual passion/purpose with that of your organization and you will never have to work another day in your life.โ
*Transcript:*https://press1fornick.com/jamey-lutz/
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Laura talks about:
- How do you define success?
- Does success = happiness?
- Her thoughts on โfake it till you make itโ?
*The person who influenced Laura the most in the past year:*
Kara Goldin, Founder and CEO - Hint Inc.
*Her note to all CX professionals:*
โFind your why, and relate it to the customer's why.โ
*Transcript:https://press1fornick.com/laura-gassner-otting***
ABOUT NICK GLIMSDAHL
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Tim talks about:
- How Culture is built
- Why itโs so important
- E+R=0
*The book that has influenced Tim the most in the past year:*
Abolition of Man by CS Lewis
*His note to all CX professionals:*
โAt the top, it would say E+R=O. Today, I get to work with purpose, serve people, solve problems, and bring energy. Man, I love my jobโ
*Show Notes and* Transcript****
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations, here.
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This podcast is under the umbrella ofCX of M Radio
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Kyle talks about:
- How creating 1,000 videos a year improved the Customer Experience
- Why this removed the unknowns and what-ifs
- Why itโs important to disrupt the flow of information when educating customers
*The book that has influenced Kyle the most in the past year:*
It's Not Always Depression: Working the Change Triangle to Listen to the Body, Discover Core Emotions, and Connect to Your Authentic Self by Hillary Jacobs Hendel: https://amzn.to/3BDsiHt
*His note to all CX professionals:*
โTake a 10 minute break in silence. People are so used to doing the next thing, and overcoming problems and not having a lot of time to sit and allow them to hear what our body is telling us. A lot of wisdom happens in the silence...โ
*Transcript:https://press1fornick.com/win-the-house-you-love*
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Fro talks about:
- Explains how Dental Insurance was broken
- How Beam Dental reduced effort to create a better Member Experience
- The importance of culture and core values
*The book that has influenced Fro the most in the past year:*
ยท No Rules Rules: Netflix and the Culture of Reinvention: https://amzn.to/3rtPaEX
*His note to all CX professionals:*
โEverybodyโs job is Customer Support. We should all be thinking about the Member Experience, and working on it every day, no matter your title. โ
*Transcript:* https://press1fornick.com/alex-frommeyer/****
ABOUT NICK GLIMSDAHL
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BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Joey talks about:
- Why do companies lose customers
- The cost of losing a customer
- Why companies don't spend more time, money, or energy trying to retain customers.
*The person who has influenced Joey the most in the past year:*
ยท Dan Gingiss: Co-Host of the Experience This! Podcast.
*His note to all CX professionals:*
โLead with empathy, then give them some more empathy, then solve the problem.โ
*Transcript:https://press1fornick.com/joey-coleman*
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BOOK RECOMMENDATIONS:
Learn about all the guest's book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Aja talks about:
ยทย ย ย What makes the Spartan Race so unique
ยทย ย ย How to keep the brand consistent over 200 races
ยทย ย The Importance of Community
The book that has influenced Aja the most in the past year:
ยทย ย ย Be our Guest: Perfecting the Art of Customer Service https://amzn.to/3ifcfH9ย
Her note to all CX professionals:
โKnow your value. You are not โjustโ customer service...You are the front line, you keep the business rolling, you keep those customers loyal to the brand, you are making product development, you are all of those things in one. You're never โjust customer service.โ
Transcript: https://press1fornick.com/aja-varneyย
ABOUT NICK GLIMSDAHL
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LISTENER SUPPORT
Support this show through Buy Me A Coffee: https://www.buymeacoffee.com/press1fornickย
BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/ย
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ย
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ย
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Scott talks about:
ยท What it means to be ICONIC
ยท Why companies run from their own uniqueness.
ยท How you should โGo Negativeโ
The book that has influenced Scott the most in the past year:
ยท Be the Best at What Matters Most: The Only Strategy You Will Ever Need https://amzn.to/3hobA5B
His note to all customer service professionals:
โIf I were being treated the way that I am currently treating this customer, would it make me excited to do business here again.โ
Transcript:https://press1fornick.com/scott-mckain
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Antonia talks about:
ยท The importance of building a world class culture first
ยท What it means to emotionally engage with your customers
ยท How to differentiate on brand experience
The book that has influenced Antonia the most in the past year:
ยท Prosperity: Better Business Makes the Greater Good: https://amzn.to/35XMFAK
Her tip to power meaningful customer experience:
โBe you, bring your own life experiences and your own enthusiasm for whatever it is that gets you going in this world, bring that to work because the very best customer experiences are created by people who are exuberant and excited about what theyโre doing. And even if youโre in a role that has a level of repetition to it, never underestimate your power to make a change in someoneโs life in some small way. So, bring yourself to work, and come tapped into what makes you excited and happy because youโll create great experiences that way."
Transcript:https://press1fornick.com/antonia-hock/
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BROUGHT TO YOU BY:
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This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Darren talks about:ยท What people say about UX
ยท How to decipher between a real UXer and a fake one
ยท How to seamlessly connect UX and CX
The book that has influenced Darren the most in the past year:ยท Multipliers: How the Best Leaders Make Everyone Smarter: https://amzn.to/3qnWb9w
His note to all customer service professionals:
โAscribe to Excellence...Because when you focus on excellence, you benefit yourself and everyone else.โ
Transcript:https://press1fornick.com/darren-hood/
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn morehere: https://www.govds.com/
This podcast is under the umbrella ofCX of M Radio: https://cxofm.org/Podcast-Shows/
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Howard talks about:
ยทย ย ย ย What it means to be digitally driven
ยทย ย ย ย Why Executives grimace when you want to focus on CX
ยทย ย ย ย How to prioritize your Digital Transformation
The person who has influenced Howard the most in the past year:
ยทย ย ย Shep Hyken - Cult of the Customer
ยทย ย ย Tom Goodwin - Digital Darwinismย
His note to all customer service professionals:
โYou are the #1 listening post to the customer, so while your first priority should be to serve the customer, please recognize that you are our CIA, FBI, Secret Service...when you learn things, figure out how that information gets back to the organization, because we value the insights that you get...โ
Transcript: https://press1fornick.com/howard-tiersky/ ย
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Jane talks about:
ยท Lessons she learned from her Dad
ยท Talks about her time on Undercover Boss
ยท The importance to taking caring for your people
*The person who has influenced Jane the most in the past year:*
ยท Chick fil a โ They are the best out there in Customer Service.
ยท Dare to Serve by Cheryl Bachelder: https://amzn.to/3pwKLzP
ยท Thanks for Coming in Today: Creating a Culture Where Employees Thrive & Customers Service is Alive by Charles Ryan Minton: https://amzn.to/3ipENze
*Her note to all customer service professionals:*
*โBe Kind, because we have no idea whatโs going on in peopleโs lives, and try to make someone elseโs life a little betterโฆโ*
*Love Kindness:* http://www.reebavenuecenter.org/love-kindness/****
*Transcript:https://press1fornick.com/jane-grote-abell/***
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This podcast is under the umbrella of CX of M Radio
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Michael talks about:
ยท What CX has to do with better experience in the contact center
ยท How to improve employee retention
ยท How training in the contact center is different than general CX
The person who has influenced Michael the most in the past year:
Art Ginslerโs book: Artโs Principles โ 50 years of hard-learned lessons in building a world-class professional services firm: https://amzn.to/34L5ira
*His note to all customer service professionals:*
*โ*Listen to your customersโฆand act on what you hear.โ
Transcript: https://press1fornick.com/michael-hinshaw/
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VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
This podcast is under the umbrella of CX of M Radio
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Chris Voss - World's #1 Negotiation Coach, Bestselling Author "Never Split The Difference" - CEO at The Black Swan Group, Ltd - Part 2 of 2 [Negotiation]
Chris talks about:
ยท What is mirroring and why it works?
ยท What is the beauty of silence?
ยท How do you get comfortable being uncomfortable?
ยท What is the importance of visualization?
ยท What tactics should a Customer Service Rep use to diffuse a frustrated customer?
ยท Why you shouldn't say I'm Sorry in Customer Service.
The person who has influenced Chris the most in the past year:
The Ride of A Lifetime by Bob Iger: https://amzn.to/2R45Rcg
*His note to all customer service professionals:*
*โ*Take the time to actually hear people out. Youโre going to get a 7 to 1 rate of return on your time, because people are going to continue to come back to you until they feel heardโฆand demonstrate your understanding.โ
Transcript: https://press1fornick.com/chris-voss
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
This podcast is under the umbrella of CX of M Radio
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Chris Voss - World's #1 Negotiation Coach, Bestselling Author "Never Split The Difference" - CEO at The Black Swan Group, Ltd - Part 1 of 2 [Negotiation]
Chris talks about:
ยท How long do you have to make that first impression?
ยท How did you make your first impression count?
ยท How do I get the customer who is fired up to calm down and get them to trust you?
ยท What is the power of an open-ended question?
ยท How do you continue to push somebody to the limit, but still gaining their trust?
Transcript: https://press1fornick.com/chris-voss
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
This podcast is under the umbrella of CX of M Radio
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Paul talks about:
ยท The Fireside Chats Without The Fires Podcast
ยท Why some managers only see their employees vs. family
ยท Why he sees his employees as a sports team
The person who has influenced Paul the most in the past year: Limitless by Jim Kwik
*His note to all customer service professionals:*
*โ*Be authentic to the customersโ needs.โ
Transcript: https://press1fornick.com/paul-catherall
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
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Brad Cleveland - Author, Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results [Customer Experience]
Brad talks about:
ยท Why organizations should build a core leadership team around the Customer Experience
ยท The importance of effective communication
ยท How to get Employee Feedback
The person who has influenced Brad the most in the past year:
My Mom, Annie Cleveland
*His note to all customer service professionals:*
*โ*Thank you for all the hard work and important work that you do.โ
Transcript: https://press1fornick.com/brad-cleveland
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VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
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Jeff Toister, Author of The Guaranteed Customer Experience [Customer Guarantee]
Jeff talks about:
ยท What is a customer guarantee?
ยท How do you ensure promises are kept?
ยท How do you recover from a broken promise?
The people who have influenced Jeff the most in the past year:
ยท Denise Lee Yohn
ยท Leslie OโFlahavan
*His note to all customer service professionals:*
โWrite your own thank you letter, put it on your desk and then read it once a day for three weeks at the beginning of your shift, and try to earn a real version of that letter.โ
Transcript: https://press1fornick.com/jeff-toister
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Bob Burg - Bestselling Co-author of โThe Go-Giverโ [Giving]
Bob talks about:
ยท Your true worth is determined by how much you give in value than you take in payment
ยท The Five Laws of Stratospheric Success
ยท And the importance of communicating with tact and empathy
The person who has influenced Bob the most in the past year:
Nancy at the Juno Beach Cafe
*His note to all customer service professionals:*
*โ*Never let compliance stand in the way of making an experience great for the customer.โ
Transcript: https://press1fornick.com/bob-burg
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VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
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Ron talks about:
ยท What it takes to build a service culture
ยท The difference between excellent service and service culture
ยท And the importance of a service mindset
The person who has influenced Ron the most in the past year:
*Afeef Hussain*
*His note to all customer service professionals:*
โBe grateful for the privilege you have for today to touch and uplift other peopleโs lives.โ
Transcript: https://press1fornick.com/ron-kaufman/
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
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Melina talks about:
ยท The old adage โPerception Is Realityโ
ยท How to shift your business to be customer-obsessed
ยท What drives buying behavior
ยท How to leverage the power of questions
The person who has influenced Melina the most in the past year:
Scott Miller โ EVP of Thought Leadership at Franklin Covey and his book Marketing Mess to Brand Success: https://amzn.to/2RFw5BT
*Her note to all customer service professionals:*
โBe Thoughtfulโ
Transcript: https://press1fornick.com/melina-palmer
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
This podcast is under the umbrella of CX of M Radio
SUPPORT:
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Interested in partnering with the Press 1 For Nick podcast? Click here
Mary Poppen - Chief Customer Officer, Glint at LinkedIn [Customer Success]
Mary talks about:
ยท Why itโs important to be happy at work
ยท How to become happier and more successful
ยท And company culture plays a role in employee engagement
The person who has influenced Mary the most in the past year:
Vincent Manlapaz: https://www.linkedin.com/in/vincentmanlapaz/
The Service-Based Paradigm Mindset: https://amzn.to/3xRCVVx
*Her note to all customer service professionals:*
*โ*When a customer comes first, then the customer will last. โ Robert Halfโ
Transcript: https://press1fornick.com/mary-poppen-chief-customer-officer-at-glint/
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
This podcast is under the umbrella of CX of M Radio
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Interested in partnering with the Press 1 For Nick podcast? Click here
Dan Brousseau โ Principal at McorpCX [Customer Experience]
Dan talks about:
ยท What it means to have a double bottom line
ยท How to turn insight into impact
ยท And the steps to take to get impact
The book that has influence Dan the most:
The Power of Moments by Chip & Dan Heath: https://amzn.to/3eQIAlL
His note to all customer service professionals:
*โ*Do everything you can to stay really close to the business.โ
Transcript: https://press1fornick.com/dan-brousseau/
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
This podcast is under the umbrella of CX of M Radio
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SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here
Marcus Sheridan - Author, They Ask, You Answer [Customer Obsessed]
Marcus talks about:
ยท Why companies should obsess over customers
ยท Why donโt companies educate their customers
ยท Why consumer ignorance is no longer a sales and marketing strategy
The person who has influence Marcus the most in the past year:
โNever Lose a Customer Againโ โ Joey Coleman
His note to all customer service professionals:
โIt should never be our go to sounds sound smart, it should only be our goal to be understood.โ
Transcript: https://press1fornick.com/marcus-sheridan/
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
This podcast is under the umbrella of CX of M Radio
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SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here
Dr. Chris Phelps - Dentist, Author & Cialdini Method Certified Trainer [Influence]
Chris talks about:
ยท The difference between telling vs. influencing employees
ยท How to improve patient experience
ยท The results of behavioral science in his practices
The person who has influence Chris the most in the past year:
Robert Cialdini.
Books: Influence: The Psychology of Persuasion: https://amzn.to/3ergeOY and Pre-suasion: https://amzn.to/3xnoyrD
His note to all customer service professionals"
โFind a connection and something that you can praise your customers about if possibleโ.
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
This podcast is under the umbrella of CX of M Radio
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Interested in partnering with the Press 1 For Nick podcast? Click here
J.J. Peterson - StoryBrand Chief of Teaching and Facilitation at StoryBrand and Co-Author of the Book, Marketing Made Simple [Marketing]
He talks about:
ยท How to get a customer interested in brands
ยท How to pique someoneโs interest
ยท Why itโs important to obsess over your customersโ success
ยท The importance of empathy and authority in storytelling
The person who has influenced J.J. the most in the past year:
Beth (Friend)
His note to all customer service professionals:
*โDonโt play the victim.โ*
Transcript and show notes can be found here: https://press1fornick.com/j-j-peterson/
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
This podcast is under the umbrella of CX of M Radio
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Ben Gertz - Director of Learning and Development at EcoWater Systems LLC [Learning & Development]
Ben talks about:
ยท Learn & Development, and why it is important
ยท The benefits of L&D
ยท What happens after training
ยท How companies can be intentional about L&D when we are working from home
His note to all customer service professionals:
*โTraining doesnโt end in the classroom, so what are you doing about it.โ*
Transcript and show notes can be found here: https://press1fornick.com/ben-gertz/
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
This podcast is under the umbrella of CX of M Radio
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Kieron Kitson-Walters - Senior System Administrator at Under Armour [Customer Service]
Kieron talks about:
ยท The importance of blending both empathy and technology
ยท How to empower your agents to provide empathy
ยท How to set clear expectations
ยท The importance of innovation at Under Armour
His note to all customer service professionals:
*โListen.โ*
Transcript and show notes can be found here
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
This podcast is under the umbrella of CX of M Radio
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Interested in partnering with the Press 1 For Nick podcast? Click here
Ebrahim Hyder - VP Consumer Support at Michael Kors [Customer Service]
He talks about:
ยท Why and How to establish operational excellence standards
ยท How a brand like Michael Kors create customer loyalty
ยท How to improve your First Call Resolution
The book that has influenced Ebrahim the most in the past year:
โ๏ธ Pushing Boulders: Oppressed to Inspired by Athol Williams: https://amzn.to/3dah9Ur
Ebrahim's note to all the customer service and CX professionals:
"Thank you for all that you've done in elevating the service experience. Unfortunately, our jobs are never, so we must keep pushing the boulder and continuously trying to improve the customer service experience."
JOIN THE PRESS 1 FOR NICK COMMUNITY:
LinkedIn: https://www.linkedin.com/company/press-1-for-nick/
Website: https://press1fornick.com/podcast/
Connect with Nick: https://www.linkedin.com/in/nickglimsdahl/
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://www.cxofm.org/
SUPPORT:
Want to support this show? Click here to buy me a coffee: https://www.buymeacoffee.com/press1fornick
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
Marc Havercroft - Global Chief Customer Officer - SAP Cloud Business Group| SAP SuccessFactors [Human Experience]
He talks about:
ยท Individualization vs Personalization
ยท Removing obstacles and listening to your people
ยท The importance of Emotional Intelligence
The book that has influenced Marc the most in the past year:
โ๏ธ Grit: The Power of Passion and Perseverance: https://amzn.to/39W5LJM
Marcโs note all the customer service and CX professionals:
โDelight your customers and be the subject at their dinner table.โ
JOIN THE PRESS 1 FOR NICK COMMUNITY:
LinkedIn: https://www.linkedin.com/company/press-1-for-nick/
Website: https://press1fornick.com/podcast/
Connect with Nick: https://www.linkedin.com/in/nickglimsdahl/
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://www.cxofm.org/
SUPPORT:
Want to support this show? Click here to buy me a coffee: https://www.buymeacoffee.com/press1fornick
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
Alice Sesay Pope - SVP, Global Head of Contact Centers at VISA [Digital Transformation]
She talks about Digital Transformation:
ยท Who should have a seat at the transformation table?
ยท How to mitigate risk?
ยท How to build a business case to digitally transform a company?
The book that has influenced Alice the most in the past year:
โ๏ธ Switch: How to Change Thing when Things are hard: https://amzn.to/39IOPX6
Her note to all the customer service and CX professionals:
"Thank you."
JOIN THE PRESS 1 FOR NICK COMMUNITY:
LinkedIn: https://www.linkedin.com/company/press-1-for-nick/
Website: https://press1fornick.com/podcast/
Connect with Nick: https://www.linkedin.com/in/nickglimsdahl/
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://www.cxofm.org/
SUPPORT:
Want to support this show? Click here to buy me a coffee: https://www.buymeacoffee.com/press1fornick
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
Genefa Murphy - Chief Marketing Officer at Five9 [Marketing / Contact Center]
She talks about:
ยท The similarities between marketing and the contact center
ยท The importance of being predictive instead of prescription in sales, marketing, and customer service
ยท The difference between brand loyalty and brand intimacy
The book that has influenced Genefa the most in the past year:
โ๏ธ Innovation Stack: Building an Unbeatable Business One Crazy Idea at a Time by Jim McKelvey https://amzn.to/3dqt8vY
Her note to all the customer service and CX professionals:
"Walk a day in the life of your customers."
JOIN THE PRESS 1 FOR NICK COMMUNITY:
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here.
BROUGHT TO YOU BY:
๐D๐: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more.
This podcast is under the umbrella of CX of M Radio.
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SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here to connect.
Jason Bradshaw - Chief Customer & Marketing Officer at Volkswagen Group Australia [Customer Experience]
He talks about:
ยท The importance of customer feedback
ยท Setting clear expectations
ยท Explains the biggest roadblocks in delivering great CX
The book that has influenced Jason the most in the past year:
โ๏ธ Cult Status: How to Build a Business People Adore: https://amzn.to/3cu8SdE
His note all the customer service and CX professionals:
โDonโt wait for the Journey Map to be done, start improving today.โ
JOIN THE PRESS 1 FOR NICK COMMUNITY:
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here.
BROUGHT TO YOU BY:
๐lFYpnLGTA๐: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more.
This podcast is under the umbrella of CX of M Radio.
SUPPORT:
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SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here to connect.
Stacy Sherman - Director of Customer Experience & Employee Engagement at a global company, Schindler Elevator Corporation [Customer Feedback]
She talks about:
ยท Companies should live and breathe CX
ยท How to drive behaviors
ยท The importance of customer feedback
*Opinions are her own. Stacy does not represent any company.
The person who has influenced Stacy the most in the past year:
โ๏ธ Oprah Winfrey
Her note all the customer service and CX professionals:
โMake sure that you are intentionally listening to your customers, and then personalize the response.โ
JOIN THE PRESS 1 FOR NICK COMMUNITY:
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here.
BROUGHT TO YOU BY:
๐๐๐: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more.
This podcast is under the umbrella of CX of M Radio.
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Interested in partnering with the Press 1 For Nick podcast? Click here to connect.
Jason Van Camp - Author of Deliberate Discomfort: How U.S. Special Operations Forces Overcome Fear and Dare to Win by Getting Comfortable Being Uncomfortable [Service]
He talks about:
ยท The difference between trust and a training mindset
ยท The importance of mental strength
ยท Why itโs difficult to have self-discipline
The book that has influenced Jason the most in the past year:
โ๏ธ Outlaw Platoon: https://amzn.to/3cagL81
โ๏ธ Shoe Dog: https://amzn.to/3155mQz
โ๏ธ The Subtle Art of not giving a F*ck: https://amzn.to/3r9lKtV
His note all the customer service and CX professionals:
โChoose hard things or hard things will choose you.โ
JOIN THE PRESS 1 FOR NICK COMMUNITY:
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here.
BROUGHT TO YOU BY:
๐๐๐: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more.
This podcast is under the umbrella of CX of M Radio.
SUPPORT:
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SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here to connect.
Lewis Taylor - VP, Head of Global CX & Austin Site Lead at Dropbox [Customer Service]
He talks about:
ยท The importance of leadership invested in the customer experience
ยท How to reduce customer effort
ยท How he has seen customersโ expectations change the past five years
The book that has influenced Ian the most in the past year:
โ๏ธ Who Moved My Cheese? https://amzn.to/3eQdsoj
โ๏ธ Team of Teams: New Rules of Engagement for a Complex World: https://amzn.to/3vxkOD7
His note all the customer service and CX professionals:
โDonโt make customers navigate your organizations to have a great experience.โ
JOIN THE PRESS 1 FOR NICK COMMUNITY:
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here.
BROUGHT TO YOU BY:
๐๐๐: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more.
This podcast is under the umbrella of CX of M Radio.
SUPPORT:
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SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here to connect.
๐ง Ian Golding - CEO and Founder - Customer Experience Consultancy [Customer Experience] ๐ง
He talks about:
ยท His book Customer What? https://amzn.to/3rSj19l
o CX Strategy
o Putting employees first
o Delivering benefits early
o Golding Experience Pyramid
The person who has influenced Ian the most in the past year:
โ๏ธ Satya Nadella
His note all the customer service and CX professionals:
โAre you doing the right thing for the right reason?โ
JOIN THE PRESS 1 FOR NICK COMMUNITY:
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here.
BROUGHT TO YOU BY:
๐๐๐: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more.
This podcast is under the umbrella of CX of M Radio.
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Peter talks about Customer Centricity
o What is Customer Lifetime Value
o How companies grow the current customer instead of cross/up-sell
o What's more important between Brand Equity or Customer Equity?
Connect with Peter, here.
JOIN THE PRESS 1 FOR NICK COMMUNITY:
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here.
BROUGHT TO YOU BY:
๐๐๐: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more.
This podcast is under the umbrella of CX of M Radio.
SUPPORT:
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SPONSORING OPPORTUNITIES:
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Jenny is the Customer Experience Manager at Apeel and FruitStand LLC. She talks about:
ยท Customer Appreciation
o Celebrate the Customer Connection
o How to tell the customer story
o How do measure the customer appreciation program
Connect with Jenny, here.
JOIN THE PRESS 1 FOR NICK COMMUNITY:
Website
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here.
BROUGHT TO YOU BY:
๐๐๐: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more.
This podcast is under the umbrella of CX of M Radio.
SUPPORT:
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Interested in partnering with the Press 1 For Nick podcast? Click here to connect.
SHOW NOTES:
Monica is the Sr. Director of Customer Success at LexisNexis. She talk about:
ยท Journey Mapping
ยท Moments of Truth
ยท Ideal Experiences
ยท Empowering Employees
Connect with Monica, here.
JOIN THE PRESS 1 FOR NICK COMMUNITY:
Website
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here.
BROUGHT TO YOU BY:
๐๐๐: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more.
This podcast is under the umbrella of CX of M Radio.
SUPPORT:
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Interested in partnering with the Press 1 For Nick podcast? Click here to connect.
SHOW NOTES:
Kwame talks about his book, Finding Confidence in Conflict. He goes on to explain:
ยท What is compassionate curiosity
ยท Why people avoid difficult conversations
ยท Why conflict is an opportunity
ยท Why have the license to fail was the key to his success
Connect with Kwame, here.
JOIN THE PRESS 1 FOR NICK COMMUNITY:
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here.
BROUGHT TO YOU BY:
๐๐๐: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more.
This podcast is under the umbrella of CX of M Radio.
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SHOW NOTES:
Steve talk about the benefits of working in both call center and field service, his thoughts effortless experience and then closes out the episode by talking about how it is important to help your consumers help themselves.
JOIN THE COMMUNITY:
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BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here
BROUGHT TO YOU BY:
๐๐๐: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more
This podcast is under the umbrella of CX of M Radio
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Nick kicks off the episode by talking about how he had to take a three-day winter survival course to get into high school, and then like every great CX leader, he brings the conversation back to feedback, coaching, effortless experience, and having Harryโs be as โฆ forgetful as possible.
Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/. Last, you can also find all the book recommendations, here: https://press1fornick.com/books/ #innovation #technology #customerexperience
๐๐ก๐ ๐๐ซ๐๐ฌ๐ฌ ๐ ๐ ๐จ๐ซ ๐๐ข๐๐ค ๐๐จ๐๐๐๐ฌ๐ญ ๐ข๐ฌ ๐๐จ๐ฐ๐๐ซ๐๐ ๐๐ฒ ๐๐๐. They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. www.govds.com
CX of M Radio: https://www.cxofm.org/
How often have you heard from the CX community about the importance of getting Executive Buy-in?
The topic usually makes its way into every customer experience conversation, right? There is no better way to learn about Executive Buy-In and what executives really think about CX then to actually ask C-Suite personnel. And, how much better would it be to learn from C-Suite leaders in different parts of the world and representing different industries?!
During this CXPA LinkedIn live event, Nick Glimsdahl, Host of the Press 1 for Nick podcast and Director of Contact Center Solutions at VDS, will moderate the following panel of experts:
ยท Ian Golding: CEO and Founder of Customer Experience Consultancy Ltd
ยท Lewis Taylor: VP, Head of Global CX & Austin Site Lead @Dropbox
ยท Anton de Wet: Chief Client Officer Nedbank RBB
ยท Jeb Dasteel: Owner at Dasteel Consulting
At the end of this event you will learn the answers to questions like:
ยท What does the C-Suite talk about regarding CX?
ยท Does the C-Suite think CX is just another trend?
ยท What are the metrics the C-Suite care about?
Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/. Last, you can also find all the book recommendations, here. #innovation #technology #customerexperience
๐๐ก๐ ๐๐ซ๐๐ฌ๐ฌ ๐ ๐ ๐จ๐ซ ๐๐ข๐๐ค ๐๐จ๐๐๐๐ฌ๐ญ ๐ข๐ฌ ๐๐จ๐ฐ๐๐ซ๐๐ ๐๐ฒ ๐๐๐. They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. www.govds.com
CX of M Radio: https://www.cxofm.org/
CXPA: www.cxpa.org
Eric talks about how he represented Snoop, Dr. Dre, Death Row, and Tupac. He was basically a gangster lawyer.
He goes on to talk about the importance of culture and the importance of taking care of your team, clients, vendors, and community.ย
๐กHere are some highlightsโฆ
โ๏ธ Lawyers are so focused on the next trial in front of them that they forget they are running businesses
โ๏ธ A culture of all fun and no discipline is chaosย
โ๏ธ The purpose of a business is to serve its customers. At our company, we take care of the team, clients, vendors, community. ย
The person who has influenced Eric the most in the past year
โ๏ธ Ryan Holiday.ย
๐ Books:ย
Trust Me Iโm Lying: https://amzn.to/3umhSILย
Perennial Seller: https://amzn.to/3qIgM8bย
His note all the customer service and CX professionals:
โTake care of yourself first and that allows you to take care of other peopleโ
Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/. Last, you can also find all the book recommendations, here.ย #innovation #technology #customerexperience
๐๐ก๐ ๐๐ซ๐๐ฌ๐ฌ ๐ ๐
๐จ๐ซ ๐๐ข๐๐ค ๐๐จ๐๐๐๐ฌ๐ญ ๐ข๐ฌ ๐๐จ๐ฐ๐๐ซ๐๐ ๐๐ฒ ๐๐๐. They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. www.govds.com
CX of M Radio: https://www.cxofm.org/
Bronkar talks about how he toured Europe as a Ring Master, the importance of rhythm, and how you need to put on your gratitude glasses. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/. Last, you can also find all the book recommendations, here.ย #innovation #technology #customerexperience
Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/ #customerexperience #customerservice #press1fornick
Mike Goldsby talks about the correlation between fitness and entrepreneurship, the importance of walking in your customers shoes, and why Walt Disney was obsessed over quality. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/. Last, you can also find all the book recommendations, here.ย #innovation #technology #customerexperience
Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/ #customerexperience #customerservice #press1fornick
Lee talks about his time as a professional hockey player, talks about the importance of experiences, and how UWM uses technology to be the fastest, easiest and cheapest. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/. Last, you can also find all the book recommendations, here.ย #innovation #technology #customerexperience #customerservice
Nick Webb talks about CX Innovation, what Customer Crave, and why you should stop thinking about customer service as a best practice. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/ #customerexperience #customerservice #press1fornick
Jeremy talks about what QA, how he measures QA, and a technique to teach agents. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/ #customerexperience #customerservice #press1fornick
Ed Ariel talks about how the national customer service churn is 30-40%, but he keep his churn between 2-3%. He goes on to explain how to retain your CSRs by metrics and transparency. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/ #customerexperience #customerservice #press1fornick
Mike talks about Contact Center, Center of Excellence, and stresses the importance of separating yourself from the competition by driving loyalty and creating a seamless experience. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/ #customerexperience #customerservice #press1fornick
Josh Anderson talk about his experience with customer service and customer experience, the best technology investment he has ever made, and the hardest part about being a CIO. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick #customerexperience #customerservice #press1fornick
Therese Steiner - Director of Strategy & Operational Effectiveness in Global Customer Success at Lexis Nexis. She talks about how to use customer journey to drive continuous improvement.
Join the Press 1 For Nick community on LinkedIn here and connect with Nick here.
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Roberta O'Keith talks about VOC, how to build and execute on a VOC strategy, and the importance of Governance. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick #customerexperience #customerservice #press1fornick
Jeb Dasteel is Owner of Dasteel Consulting, and he is also the author of the book "Competing for Customers" - Why Delivering Business Outcomes is Critical in the Customer First Revolution. Prior to his current role, he spent 21 year at Oracle, with the last 12 years as the Chief Customer Officer. On this episode, jeb talks about how to translate CX iniatives into business results, and he talks about building a business case around ease of doing business. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick #customerexperience #customerservice #press1fornick
Robin Ambrozy - Associate Professor of Instruction at Ohio University. She talks about her customer service leadership course, the characteristics of a leader and ways to leaders can continue to develop and train others. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick #customerexperience #customerservice #press1fornick
Brett Frazer - Vice President of Customer Service at Sun Basket. Brett talks about why your customers deserve the best, and breaks down the basics, how to measure it, and show an return on investment. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick #customerexperience #customerservice #press1fornick
Michelle Ludwin talks about the definition of UX, common myths about UX, and how to measure and monitor UX. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nickย
Chris Vetrano is the Head of Partner & Customer Engagement | Bikes, Scooters & Transit at Lyft. Chris talks about what it means to be customer obsessed, how and when to add the right channels, and explains how Lyft has adapted in 2020. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick #customerexperience #customerservice #press1fornick
Leslie O'Flahaven discusses ways companies can deliver on consistent communication in an omnichannel world, and some tips to write automated texts that sound more human and less robotic.
Asiana Ponciano is the Strategic Talent Leader, Employee Voice & Experience at Hawaiian Airlines. Asiana talks about her role, shares the new vision at Hawaiian Airlines and how it is broken down into four words: Mฤlama - โcareโ, Hoโokipa โ โhospitalityโ, Lลkahi โ Means โcollaborationโ, and Poโokela โ โexcellenceโ. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick
Audrey Stone discusses CX, UX and EX, the definition of each experience, and the risk of not sticking to these definitions. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nickย
Dr. Chip Bell is a highly sought-after keynote speaker and a prolific writer. He is considered a world-renowned authority on customer loyalty and service innovation. In fact, Global Gurus ranked him in 2020 for the sixth straight year in a row in the top three keynote speakers in the world on customer service. Chip talks about his new book, Inside Your Customer's Imagination. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nickย
Bill is the Head of Customer Experience at Freddie Mac, and Host of his own podcast, Be Customer LED. https://becustomerled.com/episodes/ Bill Staikos talk about the core tenants of CX and why they are important, being customer focused vs. customer obsessed, and how to align CX wit business outcomes. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick
Joe is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. He is cofounder of Strategic Horizons LLP, which is a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings, and he is also the Co-author of The Experience Economy. Joe talks about the Experience Economy, and the importance of it, and what is to come. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick
Beth is a Customer Experience and Customer Service Leader. She is an effective, respected leader who has been recognized for creating a positive experience for both customers and associates. Beth discusses ways to build a successful contact center, and how to provide customers with peace of mind, and also create a great experience. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick
Barbara is the Deputy Chief Veterans Experience Officer at U.S. Department of Veteran Affairs. In this role Barbara is responsible for building a lasting customer experience capability at VA and sharing best practices across sister Federal Agencies. Barbara is the Deputy Chief Veterans Experience Officer at U.S. Department of Veteran Affairs. Barbara talks about why the Veterans Experience Office was created and the amazing achievements they have accomplished in five years, which include not are not limited to Customer Service policy, VA Welcome Kit, Community Engagement Boards and the VA Hotline. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick
Jeannie is Global Keynote Speaker, Trainer, and workshop leader, CEO & Chief Customer Experience Investigator at Experience Investigators, Forbes Contributor and LinkedIn Learning Author and Instructor. Jeannie talks about service blue printing, how to get started, the difference between Front stage & Back Stage and how to set expectations. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick
Ali is the Head of Customer Experience Design at Dow Jones. She is responsible for leading the global CX Design team that designs end-to-end experiences for Dow Jones' Consumer and B2B customers. Ali Lichtenstein talks about Customer Experience Design, why it is important to adopt a customer centric viewpoint, and the differences between CXD and UXD. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick
Max is the CEO Customerville, Author of Design Driven Feedback, and the host of a CX Vlog called 40 Billions Reasons. Max Israel talk about the importance of CX fatigue, ways to get your customers to invest in the conversation and a few steps you can take to improve CX fatique. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick
Chimene is the President and Chief Customer Officer at The Killer Brownie Company. Chimene Ross talks about how Killer Brownie's came to be, how to craft the world's most delightful experiences and how to stay focused on the customers experience. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick
Christine Cravens talks about how customer needs are constantly shifting, how to create the right framework to stay nimble, and how to focus on being customer centric.
Jesse Cole talks about how his baseball team went from losing $150,000 annually to now selling out every game. It all comes down to the fan experience and flipping the script to show his fans something they had never seen before (i.e. break dancing first base coach, grandma pageant, backwards day and more).
Lisa Diehl talks about how blending technology and the human touch creates the ultimate experience, and the importance of finding the balance.
David Avrin talk about his book "why customers leave and how to win them back". On this episode, Nick and David talk about how inflexible policies are bad for business, and the importance of balancing effiiency with effectiveness.ย
Jason Anderson - Director, Customer Experience. Jason explains how he got started in CX, how to have a pre-customer experience strategy, along with steps you should take and specific road blocks to watch out for in your strategy.
Denise Lee Yohn talks about culture, what it takes to build a healthy culture, who's responsibility it is and what compaies are doing it well. She goes on to explain why companies need to find the intersection between brand and culture and the importance of communication.Nick Glimsdahl is the Director of Contact Center Solutions at VDS. He is a thought leader in both the Customer Service and Customers Experience fields. As the Director of Contact Center Solutions at VDS, his mission is to bring together digital transformation, customer expectations, and business objects to create effortless customer experiences. #press1fornick
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Roger Dooley talks about his book Friction. How you define it, examples of high effort, and describes why security is the biggest source of ditigal friction. Nick Glimsdahl is the Director of Contact Center Solutions at VDS. He is a thought leader in both the Customer Service and Customers Experience fields. As the Director of Contact Center Solutions at VDS, his mission is to bring together digital transformation, customer expectations, and business objects to create effortless customer experiences. Y#press1fornick
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customerservice
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Rob Stevenson talks about his professional career, why it's important to ask WHY, the importance of FUBAR and why it is ok to make mistakes. Nick Glimsdahl is the Director of Contact Center Solutions at VDS. He is a thought leader in both the Customer Service and Customers Experience fields. As the Director of Contact Center Solutions at VDS, his mission is to bring together digital transformation, customer expectations, and business objects to create effortless customer experiences. #press1fornick
customerexperience
customerservice
cxofmradio
cxconvos
podcast
podcasthost
podcastshow
podcastlife
cxpa
socap
cxaccelerator
icmi
John DiJulius talks about how he got started in customer service, how important CX is to his businesses and the importance of actively listening to your customers using the acronym FORD.ย
Tanya Curtin - Director of CX at PNC. Tanya talk about a CX focused culture, how to champion a cx initiative across the enterprise, and ways to mitigate risk.
Derek talks about his book Ego, Authority Failure, the importance of emotional intelligence, listening and tactical empathy. He brings all of these back to customer service. Derek Gaunt is a lecturer, author of Ego, Authority, Failure, and trainer with 29 years of law enforcement experience, 20 of which as a team member, leader and then commander of hostage negotiations teams in the Washington, DC metropolitan area. Derek talk about how he sold jail time, the importance of Emotional Intelligence, and how his hostage negotiations expertise translates to customer service. Nick Glimsdahl is the Director of Contact Center Solutions at VDS. He is a thought leader in both the Customer Service and Customers Experience fields. As the Director of Contact Center Solutions at VDS, his mission is to bring together digital transformation, customer expectations, and business objects to create effortless customer experiences. You can connect with Nick on LinkedIn. #press1fornick
customerexperience
customerservice
cxofmradio
cxconvos
podcast
podcasthost
podcastshow
podcastlife
cxpa
socap
cxaccelerator
icmi
Annette Franz talks Journey Mapping, the difference between Journey Mapping and Life Cycle stages, how to get started, and what do once you have completed your Journey Map. Nick Glimsdahl is the Director of Contact Center Solutions at VDS. He is a thought leader in both the Customer Service and Customers Experience fields. As the Director of Contact Center Solutions at VDS, his mission is to bring together digital transformation, customer expectations, and business objects to create effortless customer experiences. You can connect with Nick on LinkedIn. #press1fornick
customerexperience
customerservice
cxofmradio
cxconvos
podcast
podcasthost
podcastshow
podcastlife
cxpa
socap
cxaccelerator
icmi
Dr. James Killian shares his horrible experience of buying a bike and talks through ways to close the experience gap. Nick Glimsdahl is the Director of Contact Center Solutions at VDS. He is a thought leader in both the Customer Service and Customers Experience fields. As the Director of Contact Center Solutions at VDS, his mission is to bring together digital transformation, customer expectations, and business objects to create effortless customer experiences. You can connect with Nick on LinkedIn.ย
Shep Hyken talks about how he got started in CX, Why FINE is the F BOMB of customer service, and he walks through the five cults of the customer. You can connect with Shep Hykenย on www.hyken.com Nick Glimsdahl is the Director of Contact Center Solutions at VDS. He is a thought leader in both the Customer Service and Customers Experience fields. As the Director of Contact Center Solutions at VDS, his mission is to bring together digital transformation, customer expectations, and business objects to create effortless customer experiences. You can connect with Nick on LinkedIn.ย
Chris Drury talks about how he got into customer service, crazy calls he has received and explains what it means to be a CX Evangelist.
James Dodkins discusses his experience as a real-life Rock Star and how he transitioned to a CX Rock Star. He also discusses his six core elements of really good customer experience and which companies are doing it well.
Nick Zeisler - Principal at Zeisler Consulting. Nick talks about CX Strategy and Brand Promises, how to make sure they are aligned and what to do next once everything is aligned.
Dan Gingiss - Chief Experience Officer at The Experience Maker. Dan talks about the time he delivered pizza to Michael Jordan and how CX can be the best sales and marketing strategy.ย
Brian is the Chief Influence Officer at Influence People. Brian talks about ways to persuade people in a way that is lasting and ethical, and breaks down ways to build a coaching culture.ย
Nate Brown - Chief Experience Officer at Officium Labs, and Co-Founder of CX Accelerator. Nate talks about his role, what coming with CX Accelerator and how to implement a Voice of the Employee and Employee Engagement Strategy.ย
Andy Netzel - VP, Client Success Effectiveness, Enterprise Payments & Analytics at KeyBank. Andy talks about the importance of understanding the expectations from both the employee and clients, explains what do to after understanding expectations, and what do when expectations change.
Dave Cherry is the principal of Cherry Advisory. He talks about how retail has transitioned from omnichannel to CX, the risk of sticking with status quo, and ways to deliver a memorable retail customer experience by balancing innovation and security.
Jonathon McKay is a partner at PATH. He talks about how your customers & employees are your best source of innovation, how to let your employees get creative, and ways to listen to your customers.
Neal Topf is the founder of Callzilla, ICMI Top 50 to Follow, and a new podcast host, Fireside Chats without the Fires. He reflected on his tenure in customer service, the difference between customer service and customer experience, and lessons he has learned along the way.