Derek Gaunt - Negotiations Trainer and Coach at The Black Swan Group, Ltd - Author, "Ego Authority Failure" [Tactical Empathy]

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

BROUGHT TO YOU BY:

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

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

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David Hutchens, Author, CEO at The Storytelling Leader [Storytelling]

How did you get into storytelling?

How does storytelling help ideas move through the organization?

Why do people get fearful of storytelling?

How does Storytelling create an emotional connection?

What are the stories we should bring to the CX and EX?

Outlearning the wolves

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

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

How did you get into storytelling?

How does storytelling help ideas move through the organization?

Why do people get fearful of storytelling?

How does Storytelling create an emotional connection?

ABOUT NICK GLIMSDAHL

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Purchase Nick’s books:

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

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Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

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

BROUGHT TO YOU BY:

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

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

SPONSORING OPPORTUNITIES:

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

[Replay] Joe DeLoss - Founder of Hot Chicken Takeover [Meaningful Experiences]

ABOUT NICK GLIMSDAHL

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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

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BOOK RECOMMENDATIONS:

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

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 LEAD with Heart. Claude Silver, Chief Heart Officer at VaynerMedia [Culture]

What is one thing people might not know about you?

Tell me about your Nana... 😊

Tell my listeners about Vayner Media.

What does it mean to Lead from the Heart?

What is the most important trait to look for when hiring?

What does it mean to have Emotional Optimism?

Tell me about this Honey Empire you have built at Vayner Media.

Why do you focus on people first?

What is the ROI for great Culture?

What does empathy mean to you?

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

What would it say if you could leave a note to all customer experience leaders?

ABOUT NICK GLIMSDAHL

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Purchase Nick’s books:

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

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Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

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

BROUGHT TO YOU BY:

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

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

SPONSORING OPPORTUNITIES:

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

[Replay] Ron Kaufman - New York Times Bestselling Author "UPLIFTING SERVICE" [Service]

ABOUT NICK GLIMSDAHL

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Purchase Nick’s books:

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

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Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

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

BROUGHT TO YOU BY:

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

This podcast is under the umbrella 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 JOLT Effect: How High Performers Overcome Indecision by Matt Dixon [Sales Experience]

What is one thing people might not know about you? 1:11.747 -1:58.230

How far is a customer through the buying journey before ever making contact with a supplier? 3:21.990 - 4:54.528

5:14.415 - 12:06.390 Status quo vs. Indecision

What can you do to prevent customers from spinning their wheels trying to become experts themselves? 12:43.150 - 18:42.136

How to guide customers to make a good decision? 14:16.874 - 18:42.136 How does a salesperson position themselves as the trusted advisor

What is the JOLT method? 19:01.498 - 22:57.454

Judge the Level of Indecision 19:36.678 -20:49.620

Offer a Recommendation 20:49.620 -21:59.381

Limiting the Exploration 21:59.381 - 22:14.249

Taking the Risk off the table, 22:14.249 - 22:44.632

Why is “judging the indecision” the first and most crucial stepin the JOLT method? 23:11.071 -25:55.855

JOLT hits a nerve to Traditional Sales People - 26:40.331- 28:41.479

So how are sellers supposed to fight an enemy they’ve never been taught to recognize and never been equipped to defeat? 29:31.740 - 32:52.127

33:22.047 - 34:20.772 Who is to blame for the company that doesn't have the confidence to move forward?

What book or person in customer service or experience has influenced you the most in the past year? 34:39.375 - 36:13.467

If you could leave a note to all customer service professionals, what would you say? 36:32.125 - 38:35.633

ABOUT NICK GLIMSDAHL

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Purchase Nick’s books:

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

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Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

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

BROUGHT TO YOU BY:

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

This podcast is under the umbrella 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/

Ian Golding - CEO and Founder - Customer Experience Consultancy [Customer Experience]

ABOUT NICK GLIMSDAHL

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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

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Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

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

BROUGHT TO YOU BY:

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

This podcast is under the umbrella 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 Journey to 1,000,000 Cookies Daily - Jason McGowan, CEO & Founder of Crumbl Cookies [Customer Experience]

Jason McGowan is the co-founder and CEO of Crumbl Cookies, for those listeners who don't already know, they are America's fastest-growing gourmet cookie company. Jason is the one who developed THE recipe for Crumbl’s chocolate chip cookie. Jason thrives on working with brilliant people in creating simple, high-quality, products and services that can improve the lives of others and impact society for the better.

Crumbl Board Game - 1:45.443 - 2:31.464

The Origin of Crumbl Cookies - 2:52.190-5:15.260

The Journey to Million Cookies Daily 7:15.484 - 12:38.192

It took Thousands of Cookies to create the Perfect Chocolate Chip Cookie 5:36.363 - 6:26.718

The process of going from the test kitchen to the consumers? All Cookies need to fight for their place. Perfecting their way to the perfect cookie. 25:01.444-29:05.144

Hiring the right Crumbl Crew? 20:20.499-21:30.850

You've opened over 500 stores in 5 years. How do you make sure each location is orchestrating a delightful Crumble Experience? 15:05.130-19:38.523

How are you using videos to build brand engagement?

ABOUT NICK GLIMSDAHL

Subscribe to my weekly 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/

[Replay] The Future Of Work. Steve Cadigan - LinkedIn's First Chief HR Officer, Future of Work Obsessed [Workquake]

Why are more people changing jobs faster today than at any time in history?

What does all this change mean to our careers and employers?

What can companies do to keep our staff from leaving?

You mention in the book that college is no longer the investment that will gaurantee us a viable career path, so how should we view school?

Most companies still hire based on the best place to work, we pay well, and have good products, but that doesn't differeniate them from anyone, so is there a better way?

Do companies over value employee retention? How do companies attract talend when they can offer neither long-term stability or security?

How should you treat an employee when they leave your company?

ABOUT NICK GLIMSDAHL

Subscribe to my bi-weekly 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/

Why You NEED to be Hospitality Driven. Chris Olexa, CEO/Founder at Aspire2B Hospitality Group [Hospitality]

How did you get started in hospitality?

What was the first project?

What makes you hospitality driven?

What does "best in class" mean to you?

We put the guests at the center of ALL we do

How do you hire and retain talent

How do you measure success

ABOUT NICK GLIMSDAHL

Subscribe to my weekly 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/