Press 1 For Nick

Win The House You Love - Kyle Seagraves - Founder and Certified Mortgage Advisor [Mortgage Experience]

Kyle talks about:

- How creating 1,000 videos a year improved the Customer Experience

- Why this removed the unknowns and what-ifs

- Why it’s important to disrupt the flow of information when educating customers

The book that has influenced Kyle the most in the past year:

It's Not Always Depression: Working the Change Triangle to Listen to the Body, Discover Core Emotions, and Connect to Your Authentic Self by Hillary Jacobs Hendel: https://amzn.to/3BDsiHt

His note to all CX professionals:

“Take a 10 minute break in silence. People are so used to doing the next thing, and overcoming problems and not having a lot of time to sit and allow them to hear what our body is telling us. A lot of wisdom happens in the silence...”

Transcript: https://press1fornick.com/win-the-house-you-love

ABOUT NICK GLIMSDAHL

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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

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BOOK RECOMMENDATIONS:

Learn about all the guests' book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Overview: In this episode, Garry Ridge discusses the importance of servant leadership and tribal engagement in achieving success. He talks about the attributes of tribalism, such as learning and teaching, belonging, values, and specialization, and how these can be applied in modern organizations. He also shares his thoughts on the role of a tribal leader and the values he looks for in hiring people.

Highlights:

"I am committed to the task of servant leadership in that I am here to help others succeed."

"One of the biggest desires we have as human beings is to belong."

"Tribes had values. What are the values there for? To help protect people and set them free?"

"Some tribe members are better warriors, and others are better builders, and others are better sales people, and some are even good customer service people."

"Doing the right thing is most important."

Links:

WD-40 careers page: https://wd40company.com/careers/current-opportunities/

Call to action:

If you enjoyed this episode and want to learn more about servant leadership and tribal engagement, check out the WD-40 careers page and see if there are any opportunities that align with your values and skills.

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

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LISTENER SUPPORT

Purchase Nick’s books:

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

Learn about all the guests' book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Howard Tiersky - CEO, FROM, The Digital Transformation Agency [Digital Transformation]

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

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LISTENER SUPPORT

Purchase Nick’s books:

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

Learn about all the guests' book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Lessons in Leadership with Howard Behar: The Importance of Serving Others

Overview:

In this episode, Nick Glimsdahl sits down with Howard Behar, former President of Starbucks, to discuss his journey in leadership and the importance of serving others. Howard shares his experience working in Starbucks' plants and stores without pay and how that led to his decision to join the company full-time. He also talks about the culture at Starbucks and the dynamic between him, Howard Schultz, and Orin Smith in building the company's success.

Key takeaways:

Not everything we do in life needs to be about getting paid or recognized; sometimes we just do things to help other people.

Culture plays a crucial role in any organization, and it's important to align with a culture that resonates with your values and goals.

A strong team dynamic is essential for success, and each member brings their own unique strengths to the table.

Links:

Learn more about Howard Behar's work at https://www.howardbehar.com/

Follow Howard on Twitter at https://twitter.com/howardbehar

Check out more episodes of the "Lessons in Leadership" podcast at https://www.lessonsinleadership.com/podcast

SEO tags:

Howard Behar

leadership

serving others

culture

team dynamic

Starbucks

Howard Schultz

Orin Smith

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube

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LISTENER SUPPORT

Purchase Nick’s books:

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

Learn about all the guests' book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Michael talks about:

· What CX has to do with better experience in the contact center

· How to improve employee retention

· How training in the contact center is different than general CX

The person who has influenced Michael the most in the past year:

Art Ginsler’s book: Art’s Principles – 50 years of hard-learned lessons in building a world class professional services firm: https://amzn.to/34L5ira

His note to all customer service professionals:

“Listen to your customers…and act on what you hear.”

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube

Find me on Twitter

Find me on LinkedIn

LISTENER SUPPORT

Purchase Nick’s books:

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

Learn about all the guests' book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

TIME TO WIN: THE 2022 CONSUMER PATIENCE STUDY - Jay Baer, CX and Marketing Expert [Patience]

TIME TO WIN: THE 2022 CONSUMER PATIENCE STUDY: national study of more than 1,900 consumers

What processes must a business stop, start, or change to markedly enhance customer experience enough that it becomes a deciding factor?

3/4 of all consumers have contacted a business and been IGNORED. That is a recipe for failure. Why do businesses ignore their customers?

How does that make a customer feel?

Who is to blame with the lack of responsiveness?

According to your research, is speed or price more important? Why is that? What about the experience?

Painter: 52% of Customers Have Hired a Service Provider or Made a Purchase Because They Were the First to Respond - Even Though They Were Not the Least Expensive. If you had a business painting houses, and you saw this stat, what would you immediately change?

Customers Would Pay an Average of 19% More for

Always Immediate Service (no waiting in line, on hold, et al). Adage: Time is Money

How does speed impact loyalty? Top Gun: I've got the need, the need for speed! 85% of Customers Say Speed and Responsiveness is

an Important Factor In Their Loyalty to a Brand. This stat isn't a Genz or Millennials. It is genX and Babyboomers as well.

One of the ways businesses try to increase their speed and efficiency is with “channel shifting”. This is when a

the customer contacts the business via phone, and receives a reply by email. Or, they contact the business on

social media, and, are then asked to call instead. How can this cause customer frustration?

If you could leave a note to the world summarizing your findings, what would it say?

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube

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LISTENER SUPPORT

Purchase Nick’s books:

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

Learn about all the guests' book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Jamey Lutz - Author, Pathway to Purpose [Purpose]

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube

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LISTENER SUPPORT

Purchase Nick’s books:

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

Learn about all the guests' book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

The Importance of Auditing your Customers. Peter Fader [Customer Audit]

What is the difference between what customers say vs. what they do?

What are the three d's of analyzing customer behavior? Distribution, Decomposition, Decile

How has customer behavior evolved?

Why is it critical to look at your performance and profitability through the lens of your customer?

Help my listeners understand the framework to audit their customer base.

What questions should my listeners be asking themselves throughout this audit?

From a customer-based audit perspective, what is the fundamental difference between your relationship with your local coffee shop and your electric utility?

How do these concepts of audit and analysis sit within the broader concept of customer centricity?

What is the best way for companies to start getting their houses in order?

How do you align acquisition spending with customer value?

What advice do you give my listeners to go from audit to action?

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube

Find me on Twitter

Find me on LinkedIn

LISTENER SUPPORT

Purchase Nick’s books:

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

Learn about all the guests' book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

What Your Customer Wants and Can’t Tell You by Melina Palmer, Author [Behavioral Economics]

Melina talks about:

· The old adage “Perception Is Reality”

· How to shift your business to be customer-obsessed

· What drives buying behavior

· How to leverage the power of questions

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube

Find me on Twitter

Find me on LinkedIn

LISTENER SUPPORT

Purchase Nick’s books:

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

Learn about all the guests' book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Marbue Brown - Co-Founder of The Customer Obsession Advantage [Customer Obsession]

What is Customer Obsession?

What's the value of getting into the customer-obsessed realm?

So CX Obsession isn't just another leadership principle among equals?

Amazon - Andon Cord. Toyota. Cord Pull

Amazon Question mark email – Jeff Bezos

What are the characteristics of being customer obsessed?

How are Customer Obsession and Employee Obsession linked?

How do Customer Obsessed Companies continue to evolve?

What happens when Customer Obsession is lacking?

What book or person in customer service or experience has influenced you the most in the past year?

If you could leave a note to all customer service professionals, what would you say?

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube

Find me on Twitter

Find me on LinkedIn

LISTENER SUPPORT

Purchase Nick’s books:

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

Learn about all the guests' book recommendations here: https://press1fornick.com/books/

BROUGHT TO YOU BY:

VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/