Podcasts about for nick

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:“Read the guest, seize the moment, personalize the experience to rock their world.” Transcript: https://press1fornick.com/jim-knight ***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A CoffeeBOOK 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/ ★ Support this podcast on Patreon ★

Jamey talks about: What it means to have purpose What it looks like to have world class service Why it's important to treat your customers like Michael Jordan The person who influenced Jamey the most in the past year:  Chip BellHis note to all CX professionals:“It's possible and advisable to find something that doesn't feel like you're making a living, but it is bigger than that, it's 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.”Transcript:https://press1fornick.com/jamey-lutz/ ***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A CoffeeBOOK 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/ ★ Support this podcast on Patreon ★

Laura talks about: How do you define success? Does success = happiness? Her thoughts on “fake it till you make it”? The person who influenced Laura the most in the past year:  Kara Goldin,  Founder and CEO - Hint Inc.Her note to all CX professionals:“Find your why, and relate it to the customer's why.”Transcript:https://press1fornick.com/laura-gassner-otting***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A CoffeeBOOK 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 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/ ★ Support this podcast on Patreon ★

Tim talks about: How Culture is built Why it's so important E+R=0  The book that has influenced Tim the most in the past year:  Abolition of Man by CS LewisHis note to all CX professionals:“At 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 job”Show Notes and Transcript***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A CoffeeBOOK 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 RadioSPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click, here. ★ Support this podcast on Patreon ★

Kyle talks about: How creating 1,000 videos a year improved the Customer Experience Why this removed the unknowns and what-ifs Why it's 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:“Take 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...”Transcript: https://press1fornick.com/win-the-house-you-love***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A CoffeeBOOK 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/ ★ Support this podcast on Patreon ★

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:·      No Rules Rules: Netflix and the Culture of Reinvention: https://amzn.to/3rtPaEX  His note to all CX professionals:“Everybody's job is Customer Support. We should all be thinking about the Member Experience, and working on it every day, no matter your title. ”Transcript: https://press1fornick.com/alex-frommeyer/ ***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A CoffeeBOOK 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/ ★ Support this podcast on Patreon ★

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:·      Dan Gingiss: Co-Host of the Experience This! Podcast. His note to all CX professionals:“Lead with empathy, then give them some more empathy, then solve the problem.”Transcript:https://press1fornick.com/joey-coleman***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A CoffeeBOOK 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 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/ ★ Support this podcast on Patreon ★

Aja talks about:·     What makes the Spartan Race so unique·      How to keep the brand consistent over 200 races·    The Importance of Community The book that has influenced Aja the most in the past year:·      Be our Guest: Perfecting the Art of Customer Service https://amzn.to/3ifcfH9 Her note to all CX professionals:“Know your value. You are not “just” 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 “just customer service.”Transcript: https://press1fornick.com/aja-varney ***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletter: https://mailchi.mp/a59e7bfa46ae/sign-up-to-join-the-press-1-for-nick-content Find me on Twitter: https://twitter.com/Press1ForNick Find me on LinkedIn: https://www.linkedin.com/company/press-1-for-nick/***LISTENER SUPPORTSupport this show through Buy Me A Coffee: https://www.buymeacoffee.com/press1fornick 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/★ Support this podcast on Patreon ★

 Scott talks about:·       What it means to be ICONIC·       Why companies run from their own uniqueness. ·       How you should “Go Negative”The book that has influenced Scott the most in the past year:·    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:“If I were being treated the way that I am currently treating this customer, would it make me excited to do business here again.”Transcript: https://press1fornick.com/scott-mckain  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 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 here: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ 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/ ★ Support this podcast on Patreon ★

 Antonia talks about:·       The importance of building a world class culture first·       What it means to emotionally engage with your customers·       How to differentiate on brand experienceThe book that has influenced Antonia the most in the past year:·      Prosperity: Better Business Makes the Greater Good: https://amzn.to/35XMFAKHer tip to power meaningful customer experience:“Be 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 they're doing. And even if you're in a role that has a level of repetition to it, never underestimate your power to make a change in someone's life in some small way. So, bring yourself to work, and come tapped into what makes you excited and happy because you'll create great experiences that way."Transcript: https://press1fornick.com/antonia-hock/ 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 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 here: https://www.govds.com/  This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ 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/ ★ Support this podcast on Patreon ★

Darren talks about:·       What people say about UX·       How to decipher between a real UXer and a fake one·       How to seamlessly connect UX and CXThe book that has influenced Darren the most in the past year:·      Multipliers: How the Best Leaders Make Everyone Smarter: https://amzn.to/3qnWb9w His note to all customer service professionals:“Ascribe to Excellence...Because when you focus on excellence, you benefit yourself and everyone else.”Transcript:https://press1fornick.com/darren-hood/   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 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 here: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/  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/ 

Howard Tiersky - CEO, FROM, The Digital Transformation Agency [Digital Transformation]Howard talks about:·       What it means to be digitally driven·       Why Executives grimace when you want to focus on CX·       How to prioritize your Digital TransformationThe person who has influenced Howard the most in the past year:·      Shep Hyken - Cult of the Customer·      Tom Goodwin - Digital Darwinism His note to all customer service professionals:“You 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...”Transcript: https://press1fornick.com/howard-tiersky/   JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with NickBOOK RECOMMENDATIONS:Learn about all the guests book recommendations hereBROUGHT 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 hereThis podcast is under the umbrella of CX of M RadioSUPPORT:Want to support this show? Click here to buy me a coffeeSPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Jane talks about:·       Lessons she learned from her Dad·       Talks about her time on Undercover Boss·       The importance to taking caring for your people The person who has influenced Jane the most in the past year:·       Chick fil a – They are the best out there in Customer Service.·       Dare to Serve by Cheryl Bachelder: https://amzn.to/3pwKLzP·       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:“Be Kind, because we have no idea what's going on in people's lives, and try to make someone else's life a little better…” Love Kindness: http://www.reebavenuecenter.org/love-kindness/Transcript:https://press1fornick.com/jane-grote-abell/ JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with NickBOOK 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:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Michael talks about:·       What CX has to do with better experience in the contact center·       How to improve employee retention·       How training in the contact center is different than general CXThe person who has influenced Michael the most in the past year:Art Ginsler's book: Art's Principles – 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:“Listen to your customers…and act on what you hear.”Transcript: https://press1fornick.com/michael-hinshaw/   JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick 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:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

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:·       What is mirroring and why it works?·       What is the beauty of silence?·       How do you get comfortable being uncomfortable?·       What is the importance of visualization?·       What tactics should a Customer Service Rep use to diffuse a frustrated customer?·       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/2R45RcgHis note to all customer service professionals: “Take the time to actually hear people out. You’re 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 heard…and demonstrate your understanding.” Transcript: https://press1fornick.com/chris-voss  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick 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:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

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:·       How long do you have to make that first impression?·       How did you make your first impression count?·       How do I get the customer who is fired up to calm down and get them to trust you?·       What is the power of an open-ended question?·       How do you continue to push somebody to the limit, but still gaining their trust?Transcript: https://press1fornick.com/chris-voss  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick 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:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here 

Paul talks about:·       The Fireside Chats Without The Fires Podcast·       Why some managers only see their employees vs. family·       Why he sees his employees as a sports teamThe person who has influenced Paul the most in the past year: Limitless by Jim KwikHis note to all customer service professionals: “Be authentic to the customers’ needs.”Transcript: https://press1fornick.com/paul-catherall  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick 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:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Brad Cleveland - Author, Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results [Customer Experience]Brad talks about:·       Why organizations should build a core leadership team around the Customer Experience·       The importance of effective communication·       How to get Employee FeedbackThe person who has influenced Brad the most in the past year:My Mom, Annie ClevelandHis note to all customer service professionals: “Thank you for all the hard work and important work that you do.”Transcript: https://press1fornick.com/brad-cleveland  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick 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:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Jeff Toister, Author of The Guaranteed Customer Experience [Customer Guarantee]Jeff talks about:·       What is a customer guarantee?·       How do you ensure promises are kept?·       How do you recover from a broken promise?The people who have influenced Jeff the most in the past year:·       Denise Lee Yohn·       Leslie O’FlahavanHis note to all customer service professionals:“Write 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.” Transcript: https://press1fornick.com/jeff-toister   JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guest's 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:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Bob Burg - Bestselling Co-author of “The Go-Giver” [Giving]Bob talks about:·       Your true worth is determined by how much you give in value than you take in payment·       The Five Laws of Stratospheric Success·       And the importance of communicating with tact and empathyThe person who has influenced Bob the most in the past year:Nancy at the Juno Beach CafeHis note to all customer service professionals: “Never let compliance stand in the way of making an experience great for the customer.” Transcript: https://press1fornick.com/bob-burg  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick 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 hereOuVQy69Un3XeRHTZws5O  This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Ron talks about:·       What it takes to build a service culture·       The difference between excellent service and service culture·       And the importance of a service mindsetThe person who has influenced Ron the most in the past year:Afeef HussainHis note to all customer service professionals:“Be grateful for the privilege you have for today to touch and uplift other people’s lives.” Transcript: https://press1fornick.com/ron-kaufman/  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick 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:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here 

Melina talks about:·       The old adage “Perception Is Reality”·       How to shift your business to be customer-obsessed·       What drives buying behavior·       How to leverage the power of questionsThe person who has influenced Melina the most in the past year:Scott Miller – 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:“Be Thoughtful”Transcript: https://press1fornick.com/melina-palmer  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick 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:Want to support this show? Click here to buy me a coffee 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: · Why companies should obsess over customers · Why don’t companies educate their customers · Why consumer ignorance is no longer a sales and marketing strategy The person who has influence Marcus the most in the past year: “Never Lose a Customer Again” – Joey Coleman His note to all customer service professionals: “It should never be our go to sounds sound smart, it should only be our goal to be understood.” Transcript: https://press1fornick.com/marcus-sheridan/ JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick 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: Want to support this show? Click here to buy me a coffee 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: · The difference between telling vs. influencing employees · How to improve patient experience · 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: “Find a connection and something that you can praise your customers about if possible”. JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick 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: Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES: 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: · How to get a customer interested in brands · How to pique someone’s interest · Why it’s important to obsess over your customers’ success · The importance of empathy and authority in storytelling The person who has influence J.J. the most in the past year: Beth (Friend) His note to all customer service professionals: “Don’t play the victim.” Transcript and show notes can be found here: https://press1fornick.com/j-j-peterson/ JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick 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: Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES: Interested in partnering with the Press 1 For Nick podcast? Click here

Nick Desai is an accomplished and visionary entrepreneur who has started and led four venture funded start-ups over the last 18 years. Nick is the Co-Founder and former CEO of Heal, an on-demand doctor house call app available in Los Angeles, Orange County, San Francisco and San Diego. For Nick, Heal is more than a company – it’s a mission to fix the broken $3 trillion healthcare system.Nick’s previous start-ups have been innovative leaders in technology-enabled fitness and weight loss, social media and mobile applications, and the web’s first self-updating address book.Nick earned his BS in Electrical and Computer Engineering from UC Irvine, where he is in the Engineering Hall of Fame, and an MS in Electrical Engineering from UCLA. Nick is on the board of the UC Irvine Alumni Association and the Los Angeles Chapter of the American Heart Association.

Ben Gertz - Director of Learning and Development at EcoWater Systems LLC [Learning & Development] Ben talks about: · Learn & Development, and why it is important · The benefits of L&D · What happens after training · How companies can be intentional about L&D when we are working from home His note to all customer service professionals: “Training doesn’t end in the classroom, so what are you doing about it.” Transcript and show notes can be found here: https://press1fornick.com/ben-gertz/ JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick 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: Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES: Interested in partnering with the Press 1 For Nick podcast? Click here

Kieron Kitson-Walters - Senior System Administrator at Under Armour [Customer Service] Kieron talks about: · The importance of blending both empathy and technology · How to empower your agents to provide empathy · How to set clear expectations · The importance of innovation at Under Armour His note to all customer service professionals: “Listen.” Transcript and show notes can be found here JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick 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: Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES: 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: · Why and How to establish operational excellence standards · How a brand like Michael Kors create customer loyalty · How to improve your First Call Resolution The book that has influenced Ebrahim the most in the past year: ✔️ Pushing Boulders: Oppressed to Inspired by Athol Williams: https://amzn.to/3dah9Ur Ebrahim’s note 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 done, 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: · Individualization vs Personalization · Removing obstacles and listening to your people · The importance of Emotional Intelligence The book that has influenced Marc the most in the past year: ✔️ Grit: The Power of Passion and Perseverance: https://amzn.to/39W5LJM Marc’s note all the customer service and CX professionals: “Delight your customers and be the subject at their dinner table.” 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: · Who should have a seat at the transformation table? · How to mitigate risk? · How to build a business case to digitally transform a company? The book that has influenced Alice the most in the past year: ✔️ Switch: How to Change Thing when Things are hard: https://amzn.to/39IOPX6 Her note 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: · The similarities between marketing and the contact center · The importance of being predictive instead of prescription in sales, marketing, and customer service · The difference between brand loyalty and brand intimacy The book that has influenced Genefa the most in the past year: ✔️ Innovation Stack: Building an Unbeatable Business One Crazy Idea at a Time by Jim McKelvey https://amzn.to/3dqt8vY Her note all the customer service and CX professionals: “Walk a day in the life of your customers.” JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all the guests book recommendations here. BROUGHT TO YOU BY:

Jason Bradshaw - Chief Customer & Marketing Officer at Volkswagen Group Australia [Customer Experience] He talks about: · The importance of customer feedback · Setting clear expectations · Explains the biggest roadblocks in delivering great CX The book that has influenced Jason the most in the past year: ✔️ Cult Status: How to Build a Business People Adore: https://amzn.to/3cu8SdE His note all the customer service and CX professionals: “Don’t wait for the Journey Map to be done, start improving today.” JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all the guests book recommendations here. BROUGHT TO YOU BY:

Stacy Sherman - Director of Customer Experience & Employee Engagement at a global company, Schindler Elevator Corporation [Customer Feedback] She talks about: · Companies should live and breathe CX · How to drive behaviors · 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: ✔️ Oprah Winfrey Her note all the customer service and CX professionals: “Make sure that you are intentionally listening to your customers, and then personalize the response.” JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all the guests book recommendations here. BROUGHT TO YOU BY:

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: · The difference between trust and a training mindset · The importance of mental strength · Why it’s difficult to have self-discipline The book that has influenced Jason the most in the past year: ✔️ Outlaw Platoon: https://amzn.to/3cagL81 ✔️ Shoe Dog: https://amzn.to/3155mQz ✔️ The Subtle Art of not giving a F*ck: https://amzn.to/3r9lKtV His note all the customer service and CX professionals: “Choose hard things or hard things will choose you.” JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all the guests book recommendations here. BROUGHT TO YOU BY:

Have you ever seen posts about the 'Jet-Setting Lifestyle' and thought to yourself, that looks amazing but I could never do that? Traveling around the world in private jets, staying in the best hotels, freedom at your fingertips. It sounds like luxury and lifestyle only found in your dreams.But more and more business owners, top executives, and families are seeing as more that a luxury, it's about safety. How we travel, where we travel, and how to make that business and vacation travel safe and reliable is at the top of everyone's minds. What once was about is now about safety and convenience.Private aviation is finding a new uptick in a Covid and Post-Covid world. We sat down with Nick Tarascio, the second generation CEO of New York based Ventura Air Services and a license jet pilot to learn how individuals are both using charter services for travel and even taking it a step further and purchasing their own private planes. After seeing a decline in business at the start of Covid, he and the Ventura team are now seeing a rapid growth of private air travel. And while private air travel might not be in everyones reach, it's surprising just how affordable and attainable it can be to take a chartered flight or even make that dream of owing your own plane a reality.For Nick air travel is more than just a lifestyle, being a pilot has taught him how to be a better person. He has taken the lessons he learned and applies what he calls a 'Pilot Mindset' to the aviation, business, and personal world.In today's conversation we talk about travel in the age of Covid, the business of owning a jet (or even a fleet of jets), entrepreneurship, how to have laser focus, and how it's more affordable to own a plane than you could ever imagine.LinksVentura Air Services: https://ventura.aeroFacebook: https://www.facebook.com/venturajet

Lewis Taylor - VP, Head of Global CX & Austin Site Lead at Dropbox [Customer Service] He talks about: · The importance of leadership invested in the customer experience · How to reduce customer effort · How he has seen customers’ expectations change the past five years The book that has influenced Ian the most in the past year: ✔️ Who Moved My Cheese? https://amzn.to/3eQdsoj ✔️ Team of Teams: New Rules of Engagement for a Complex World: https://amzn.to/3vxkOD7 His note all the customer service and CX professionals: “Don’t make customers navigate your organizations to have a great experience.” JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all the guests book recommendations here. BROUGHT TO YOU BY:

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: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all the guests book recommendations here. BROUGHT TO YOU BY:

Jenny is the Customer Experience Manager at Apeel and FruitStand LLC. She talks about: · 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: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all the guests book recommendations here. BROUGHT TO YOU BY:

SHOW NOTES: Monica is the Sr. Director of Customer Success at LexisNexis. She talk about: · Journey Mapping · Moments of Truth · Ideal Experiences · Empowering Employees Connect with Monica, here. JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all the guests book recommendations here. BROUGHT TO YOU BY:

SHOW NOTES: Kwame talks about his book, Finding Confidence in Conflict. He goes on to explain: · What is compassionate curiosity · Why people avoid difficult conversations · Why conflict is an opportunity · Why have the license to fail was the key to his success Connect with Kwame, here. JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all the guests book recommendations here. BROUGHT TO YOU BY:

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: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all the guests book recommendations here BROUGHT TO YOU BY:

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 Harry’s be as … 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

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: · Ian Golding: CEO and Founder of Customer Experience Consultancy Ltd · Lewis Taylor: VP, Head of Global CX & Austin Site Lead @Dropbox · Anton de Wet: Chief Client Officer Nedbank RBB · Jeb Dasteel: Owner at Dasteel Consulting At the end of this event you will learn the answers to questions like: · What does the C-Suite talk about regarding CX? · Does the C-Suite think CX is just another trend? · 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

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.

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. #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. #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