Podcast appearances and mentions of nick glimsdahl

On this episode of Press 1 For Nick, host Nick Glimsdahl sits down with Brandon Knight, Head of CX Ecosystem at Zoom, for a candid and insightful conversation about the future of customer experience and the powerful role AI is playing in transforming the contact center space. Brandon shares his unique, never-before-told journey from managing a Philadelphia doctor's office to becoming a contact center agent, eventually climbing the ladder to leadership and innovation at Zoom.Nick and Brandon dive deep into some of the most persistent misconceptions about Zoom's CCaaS platform, what's truly changed in the last year, and why AI is more than just a buzzword—it's evolving at lightning speed and shaping real outcomes for businesses and their customers. You'll hear exclusive thoughts on the rapid acceleration of AI in CX, how Zoom is working to create seamless, orchestrated customer and employee experiences, and what exciting features are coming down the pipeline.Whether you're curious about AI's impact, looking to avoid common pitfalls in cloud contact center migrations, or want an inside look at how Zoom partners with organizations to maximize success, this episode is packed with insights, honest reflections, and actionable advice. Stick around for the lightning round and find out Brandon's personal favorite Zoom feature, plus his best pitch for why frustrated customer service leaders should give Zoom Contact Center another look. Don't miss this engaging conversation on the next frontier of customer experience!

Episode Notes: On this episode of “Salesforce Simplified,” we speak with Nick Glimsdahl, who is a Senior Account Executive at VDS, a company that specializes in improving contact center operations through a strategic, personalized, and consultative approach. He's also the host of his own podcast, Press 1 For Nick, and is a featured contributor for ICMI, a company that works with contact centers to accomplish desired outcomes and prepare them for the future. Nick's Links: Nick on LinkedIn: https://tinyurl.com/25teykjr VDS:  https://www.govds.com/ ICMI:  https://www.icmi.com/ Press 1 For Nick Podcast:  https://press1fornick.com/

Request A Customized Workshop For Your Company: https://www.americannegotiationinstitute.com/services/workshops/ In this enlightening episode of Negotiate Anything, host Kwame Christian sits down with guest Nick Glimsdahl, creator of the podcast "Press 1 for Nick," to discuss the importance of confidence and trust in difficult conversations. Nick shares his insights on the value of confidence and the consequences of lacking it, emphasizing the need for self-awareness and growth. The conversation also delves into the challenges of building trust in sales interactions and provides practical strategies for breaking patterns and creating genuine connections. Join Kwami and Nick as they navigate the world of negotiation and arm listeners with the tools to improve their communication skills. Press 1 For Nick Podcast https://podcasts.apple.com/us/podcast/press-1-for-nick/id1513628159 VDS: Contact Center and Customer Experience Solutions https://www.govds.com/ Follow Nick on LinkedIn https://www.linkedin.com/in/nickglimsdahl/ You'll Learn: - How to gain confidence by admitting and addressing personal communication flaws - The importance of adding value and focusing on outcomes in building trust with clients - Techniques for breaking predictable patterns and creating authentic connections in negotiations Contact ANI Request A Customized Workshop For Your Company: https://www.americannegotiationinstitute.com/services/workshops/ Follow Kwame Christian on LinkedIn: https://www.linkedin.com/in/kwamechristian/ The Ultimate Negotiation Guide: https://www.americannegotiationinstitute.com/guides/ultimate-negotiation-guide/ Click here to buy your copy of How To Have Difficult Conversations About Race!: https://www.amazon.com/Have-Difficult-Conversations-About-Race/dp/1637741308/ref=pd_%5B%E2%80%A6%5Df0bc9774-7975-448b-bde1-094cab455adb&pd_rd_i=1637741308&psc=1 Click here to buy your copy of Finding Confidence in Conflict: How to Negotiate Anything and Live Your Best Life!: https://www.amazon.com/Finding-Confidence-Conflict-Negotiate-Anything/dp/0578413736/ref=sr_1_1?crid=2PSW69L6ABTK&keywords=finding+confidence+in+conflict&qid=1667317257&qu=eyJxc2MiOiIwLjQyIiwicXNhIjoiMC4xNCIsInFzcCI6IjAuMjMifQ%3D%3D&sprefix=finding+confidence+in+conflic%2Caps%2C69&sr=8-1

[00:01:54] Debilitating stutter is awesome, vulnerable, admirable.[00:03:28] Podcast with huge audience releases book.[00:08:30] Podcast host picks interesting guests, book transforms mindset.[00:10:10] Extrovert: changed mindset, diet, brand, awareness.[00:14:46] Curiosity built brand; asking bigger, transformative questions.[00:16:56] Transcend dread by adopting a grateful mindset.[00:20:55] He inspires me; can introduce for podcast.[00:25:15] Married younger woman brought maturity and success.[00:27:48] Share successes, mistakes; learn from others.[00:30:30] Inadequate cooking made up for with ambiance.[00:34:06] Key lime pie, barbecue, questions, reputation, not wackadoodle.[00:38:00] Company changes stance, separate opinion, find common ground.

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 see?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 GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/

Episode Highlights:In this episode, we sit down with the brilliant Sean Albertson, the author of the highly acclaimed book on customer experience and operational metrics, "Rocks."Sean Albertson takes us on a journey to understand the concept of effortless or frictionless customer experience. Focusing on identifying and removing the "rocks" that hinder the customer journey, he teaches companies how to deliver exceptional experiences that drive customer loyalty and satisfaction.Throughout the episode, Sean Albertson emphasizes the importance of understanding the customer experience and leveraging data to determine the most critical challenges. Interestingly, he highlights that sometimes, these challenges may not be the highest volume ones. He delves into the role of AI and data analytics in digging deeper and uncovering hidden obstacles that lead to higher churn rates.Timestamp Overview:[00:03:03] Leadership drives Jeep over rocks, customer experience.[00:04:09] Customer service now more complex than before.[00:08:15] Measurement matters, but prediction is key.[00:13:33] Agent complaints, customer experience, measure satisfaction.[00:14:21] Transformational organizations focus on change and effort.[00:20:01] Resolution biggest predictor, high effort, lack of containment, operational metrics, journey and text analytics, AI in conversation.[00:21:02] Using AI effectively requires understanding and traditional research.[00:27:01] Technology amplified reporting for data-driven resolution.[00:28:19] Closing the loop, predicting high effort, proactive response.[00:30:58] Delighting customers through proactive problem-solving.[00:35:41] AI tools enable real-time conversation summarization.[00:38:38] Knowing problems but not taking action is insanity[00:42:23] Shrapnel of bad experiences affects consumer loyalty.[00:45:10] Connect with Sean, share episode, focus on experience.ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/

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.'"— Michael 01:06Prioritizing 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."— Michael 03:12Customer 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."— Michael 09:20Word-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?"— 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."— Michael 13:58Custom 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."— Michael 15:10Golf 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."— 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."— Michael 21:06Ping's Remarkable Employee Loyalty: "It's not uncommon to see people have been here 30, 35, 40 years throughout the campus."— Michael 24:02The Importance of Employee Feedback: "And I think as we listen to our employees, that's how we're going to gain those insights."— Michael 26:28ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/

Join us for a captivating discussion on employee experience, including 'The First 100 Days' framework, unique employee benefits, and mastering the art of balancing engagement and care. Tune in to unlock your organization's workforce potential!

Today we dive deep into the world of customer experience and digital transformation with Customer Service powerhouse & host of the Press 1 For Nick podcast, Nick Glimsdahl.Hailing from a small town in North Dakota, Nick went on to become a five-time National Team Cross Country champion, showcasing his determination and drive from a young age. Nick's unique journey eventually led him to the world of contact centers, where he discovered his passion for enhancing customer experiences.Together, Jeff and Nick delve into the core principles that shape the best approach to customer service, emphasizing empathy, authenticity, and the importance of treating customers as human beings.Nick's LinkedIn: https://www.linkedin.com/in/nickglimsdahl/The Press 1 for Nick podcast is available on all platforms, or via the website: https://press1fornick.com/If you're ready to take the next step towards owning your own business and gaining back your freedom, go to podcast.homefrontbrands.com Want to own your own business? Take our business ownership quiz: https://podcast.homefrontbrands.com/en-us/business-ownership-quiz?hs_preview=UuqYSzMR-159529547022For your FREE Discernment eBook: https://podcast.homefrontbrands.com/en-us/discernmentFor exclusive content, join our Facebook Group: https://www.facebook.com/groups/1442332473300030/

Today we dive deep into the world of customer experience and digital transformation with Customer Service powerhouse & host of the Press 1 For Nick podcast, Nick Glimsdahl. Hailing from a small town in North Dakota, Nick went on to become a five-time National Team Cross Country champion, showcasing his determination and drive from a young age. Nick's unique journey eventually led him to the world of contact centers, where he discovered his passion for enhancing customer experiences. Together, Jeff and Nick delve into the core principles that shape the best approach to customer service, emphasizing empathy, authenticity, and the importance of treating customers as human beings.Nick's LinkedIn: https://www.linkedin.com/in/nickglimsdahl/ The Press 1 for Nick podcast is available on all platforms, or via the website: https://press1fornick.com/ If you're ready to take the next step towards owning your own business and gaining back your freedom, go to podcast.homefrontbrands.com

Episode Highlights:Alex Sheridan, Founder of Impaxs, a marketing company that helps B2B companies build world-class brands, and attract clients through video content.He is an expert in strategy training and coaching for small to medium-sized companies, as well as providing top-notch video editors for businesses. With a keen eye for identifying opportunities and leveraging the power of video content, Alex has helped numerous companies develop custom strategies and execute them with remarkable success. Today, we dive deep into the world of video content, exploring why it's a game-changer, how to overcome insecurities and the impact it can have on building personal brands and growing businesses.Key Highlights:- Strategy training and coaching, providing video editors- Assistance provided: developing custom strategies, execution, training employees, hiring content teams- Video editor service: recruiting agency supplying full-time video editors- Importance of video content and its potentialPrimary Topic: Getting Started with Video Content- Starting from zero followers- Video content consumption trends- Attracting prospects and pivoting business through video- Emphasizing the importance of taking initiative and getting started- Persistence and improvement for success- Success of top personal brands using video consistentlyPrimary Topic: Barriers to Creating Video Content- Insecurities and fear of judgment- Worries about negative comments and lack of valuable content- Fear and insecurity as main barriersPrimary Topic:: Observing Trends and Innovating- Evolution of video creation from square videos to short-form vertical videos- Importance of staying informed about trends- Trying new concepts and stepping outside comfort zone- Testing and adapting content strategiesPrimary Topic: Video Content Strategy- Looking internally and identifying unique perspectives and values- Considering target audience insights- Establishing core content pillars- Using different channels for distribution- Creating high-quality content and developing workflows- Building a content bank for consistent postingPrimary Topic: Video as a 24/7 Sales Rep- Positioning video content as a sales representative- Custom testimonial videos for selling products/services- Providing value and demonstrating expertise on social media platforms- Attracting potential customers and building trust- Converting prospects through video contentABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/

Anne Pritz, a former aspiring veterinarian, had her career aspirations change to focus on the food industry.Anne's career path has since been dedicated to working with various food brands, both domestically and internationally, with a focus on supporting franchisees in growing and establishing profitable businesses. She finds immense fulfillment in assisting franchisees and jumped at the opportunity to develop Bobby's Burgers by Bobby Slay into a franchise model. Anne recognizes the potential of expanding Bobby's Burgers nationwide and eventually internationally and is excited to bring this beloved brand to neighborhoods around the world.[00:01:50] Early aspiration to be a vet; now food-focused career supporting franchisees.[00:03:39] Bobby's Burgers expanding to non-traditional locations, and franchises.[00:06:49] Training and listening are essential for success.[00:12:02] Established businesses match our criteria and culture fit. We learn from established operators and grow.[00:16:25] Leveraging Bobby Flay to attract repeat customers.[00:20:26] Training ensures consistent, visually compelling food marketing.[00:23:20] Leverage tools, influence trends, and use consumer insights.[00:25:55] Breakthrough content is crucial for attention. Advertising, AI, and technology play a role.[00:28:20] Secret ingredients: franchisees, operators, menu, training, support.ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/

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 — and that requires new ways of working and thinking. 0:41.206 People might know about you 2:45.090  - 5:17.354 Why CX must be built from within the organization  6:16.947  -  7:37.675 Don't 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  11:23.246 - 15:03.345 Get buy-in across the organization by showing how CX impacts business outcomes  17:25.918 - 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 GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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 – 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 GLIMSDAHLSubscribe to my monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

Join us on this enlightening episode of Press 1 For Nick as we sit down with Jason Cutter, CEO of Cutter Consulting Group, a renowned expert in mindset and scalability. With an unconventional background in Marine Biology, Jason has not only defied expectations but also redefined success in sales and team building. Through his books, podcasts, and client work, he's on a mission to unlock the secrets to closing deals, increasing earnings, and achieving scalable results.Episode Highlights: Unveiling the Sales Journey: Dive into Jason's personal story and discover how he ventured into the world of sales, despite lacking a traditional sales background. Redefining Perceptions: Explore the intriguing question of whether Jason, like many, once considered "Sales" to be a taboo word and why perceptions around it often need to change. The Evolution of Sales: Gain insights into how the landscape of sales has evolved since Jason's entry into the field and what that means for today's sales professionals. The Crucial Focus on Sales Experience: Understand why the Sales Experience takes center stage and why it's a pivotal factor in achieving success in the world of sales. Join us for a captivating conversation with Jason Cutter, a visionary leader in the realm of sales and scalability, and uncover the transformative power of focusing on the Sales Experience. Discover how you can close deals with finesse, boost your earnings, and create a sustainable path to success. It's time to redefine your perspective on sales and elevate your game.ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/

Episode Highlights:Brad Haley, the Chief Marketing Officer at Dave's Hot Chicken shares his journey with Dave's Hot Chicken, from starting as a consultant to becoming the CMO. He discusses the challenges of maintaining the brand's unique identity and quality as it grows rapidly. Brad emphasizes the importance of authenticity and organic content in their marketing strategy, relying on passionate followers and influencers who genuinely love the brand. He also shares lessons and strategies he has learned throughout his marketing career, including the significance of taking bold risks and being a business generalist. Nick and Brad discuss the role of data collaboration within the organization and the value of making educated decisions based on strategy and sound thinking. Overall, this episode provides insights into the marketing journey of Dave's Hot Chicken and the key qualities of a successful marketer.Key Highlights:- Brad Haley's role as Chief Marketing Officer at Dave's Hot Chicken- Brad's journey with Dave's Hot Chicken- Brad's previous experience in marketing and culinary strategiesPrimary topic: Dave's Hot Chicken and its brand- Dave's Hot Chicken as a rapidly growing startup- Unique aspects of the brand, such as the design and decor- Localized graffiti in each restaurant- The brand's vision and maintaining a fresh vibePrimary topic: Marketing strategies and challenges- The challenge of maintaining the brand's uniqueness and quality as it grows- Authenticity of the brand's marketing through influencers and creators- The importance of building a loyal following and cult following- Taking big swings in marketing and the importance of bravery- Balancing data-driven marketing with creative strategies- Collaboration across the organization in sharing and receiving dataABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/

How to have Uplifting Service - Ron Kaufman, New York Times Bestselling Author "UPLIFTING SERVICE" [Service]ABOUT NICK GLIMSDAHLSubscribe to my bi-weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/

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:1. Hiring employees based on qualities like passion and work ethic leads to greater success.2. Starting strong and finishing impeccably are crucial for achieving success in business.3. Franchising can transform lives and communities by providing opportunities for growth.4. Challenging oneself, taking chances, and trusting oneself are key factors in personal growth and success.5. Learning and growth come from persevering through failure and setbacks.6. Surrounding oneself with achievers and those who have overcome similar obstacles is important for success.7. Making better decisions and leveraging personal values and purpose increases the probability of success.8. Overcoming self-limiting beliefs and taking action are vital for achieving goals.9. The constant iteration and focus evolution are necessary in entrepreneurship.10. Building strong relationships and maintaining a good reputation are essential for long-term success.ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/

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 GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/

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 GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/

J.J. Peterson - StoryBrand Chief of Teaching and Facilitation at StoryBrand and Co-Author of the Book, Marketing Made Simple [Marketing]ABOUT NICK GLIMSDAHLSubscribe to my bi-weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/

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 EvolutionIntroducing 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 – 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 CompareAt 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 EngagementOutpacing 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 UniquenessThe 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 EngagementIn 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 CompetitionDrawing 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 EngagementGazing 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!

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 Crumbl's 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:1. 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.2. 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.3. 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.4. 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.5. 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.6. 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.7. 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.8. 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.***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTPurchase Nick's 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 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/ 

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=6861702337161940992ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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 GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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

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 newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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 GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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 empathyABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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 GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

What is one thing people might not know about you?Tell me about your Nana...

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 GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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 phrase—it 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 GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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 wolvesWhat 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 newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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 newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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 newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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 newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

Becky Ploeger, Hilton as the Head of Hilton Reservations and Customer CareKey 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 newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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 newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

The Key to Scaling Success: Balancing People, Processes, and Tools - Lydia Clayton, AVP Contact Center Operations of Cox AutomotiveKey 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 newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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 listen—to customers, team members, and other stakeholders—so 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 stages—launch, 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 newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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 newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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? 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 newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

In this engaging podcast episode, join host Nick Glimsdahl as he sits down with Shantanu Das, the GM and Head of Global Frontline Customer Experience at Wayfair. Discover the secrets behind Wayfair's remarkable journey in delivering exceptional customer experiences and unlocking the true power of customer satisfaction.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.Episode Highlights:Understanding the Significance of Customer Happiness and Loyalty:Explore why customer happiness and loyalty are pivotal to business success, emphasizing the customer-centric approach that drives Wayfair's operations.Analyzing Customer Data for Meaningful Improvements:Gain insights into the importance of analyzing both explicit feedback and implicit signals to truly understand customer happiness. Learn how connecting the dots between what customers say and what they don't say can drive actionable improvements.Leveraging Net Promoter Score (NPS) to Measure Customer Happiness:Discover how Wayfair utilizes Net Promoter Score (NPS) as a leading indicator of customer happiness. Learn about their approach to breaking down the customer journey into various components, enabling measurement and improvement of customer satisfaction.The Evolving Power of Analytics in Customer Experience:Understand the significant role that analytics plays in linking different aspects of the customer journey. Discover the importance of breaking down data silos within organizations and using data-driven insights to enhance the customer experience.Architecting Data Systems for Holistic Customer Insights:Dive into Wayfair's focus on architecting source data systems to facilitate the flow of data across different domains like supply chain, customer service, and marketing. Uncover how this holistic view of the customer experience enables meaningful actions based on data insights.Aligning Actionable Insights with Business Objectives:Explore Wayfair's approach to aligning actionable insights with overarching business objectives, ensuring meaningful results. Discover the single-thread owner structure employed by Wayfair to break down objectives into department-level goals.Collaboration and Customer-Centric Culture:Learn how collaboration and cross-functional communication form the backbone of Wayfair's approach, allowing customer problems to be addressed holistically across the organization. Discover the importance of a customer-focused culture and data-driven decision-making.The Role of Conversational AI in Customer Problem Solving:Delve into Wayfair's focus on leveraging Conversational AI to solve customer problems across different departments and use cases. Explore the potential for AI technology in enhancing the customer experience.Customer Focus as a Core Principle:Gain insights into Wayfair's emphasis on integrating customer focus as a core principle of their operations. Explore how they track metrics like Net Promoter Score (NPS) to measure and improve customer satisfaction.Addressing Challenges of Virtual Shopping Experiences:Uncover hints about Wayfair's approach to tackling the unique challenges associated with virtual shopping experiences. Learn how they adapt to meet customer expectations in the e-commerce space.Conclusion:Join Nick Glimsdahl and Shantanu Das in this thought-provoking podcast episode as they shed light on Wayfair's remarkable journey in customer experience. Gain valuable insights into the importance of customer happiness, the power of analytics, and the need for organizations to break down data silos for actionable improvements. Discover how Wayfair's customer-centric culture and innovative strategies pave the way for exceptional customer satisfaction.ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

How to Solve Problems with E-Learning - Marc Havercroft, President at Go1 [E-Learning]Their purpose (and passion) is to rekindle people's 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 World's Most Popular Corporate E-Learning Solution.Brian Kaufman is the Director of Customer Experience at Bespoke Post, where he's 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 experienceHave 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 users' preferences?ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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.  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.  Stephen Trzeciak's 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 GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

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 future—where 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. Buy here book: https://amzn.to/3J1d82RWhy 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 intelligenceHow can companies embed empathy into the entire organizationWhere 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 GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/ 

Listening with Purpose: Expert Insights from Julian Treasure on Enhancing Customer Service [Listening]In this engaging episode, renowned speaker and author Julian Treasure shares invaluable insights on how to improve your customer service skills by listening with intention. Uncover the key strategies and techniques used by top performers in the industry and learn how to implement them in your own interactions with customers. Whether you're a seasoned professional or just starting out in customer service, this podcast is a must-listen for anyone looking to take their skills to the next level. Don't miss out on this opportunity to gain a competitive edge and make a lasting impression on your customers.1:50 Why do we take hearing for granted?”4:08 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 don't reward on listening. What is that?23:42 What would you say to someone who leads customer service and says “Well, that's great Julian, but how do I score on listening?”ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's 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 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/