Press 1 For Nick

How to Influence People - Brian Ahearn - Chief Influence Officer at Influence PEOPLE [Buy-in]

Welcome to another throwback episode! I hope you enjoy it!

ABOUT NICK GLIMSDAHL

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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/

Ryan Hawk - Host of The Learning Leader Show, Author: The Pursuit Of Excellence [Success]

What does trust mean to you?

How does listening build trust? What does it mean to listen with your eyes?

What is the difference between success and excellence?

How should my listeners pursue excellence?

How do you feel when people say "Follow your passion"?

What should we do instead?

What makes mindset important when it comes to success?

You said in the book "Devote yourself to the process of doing things well, and good outcomes will find you".

How do you apply this to your success podcasting?

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/

Chris Vetrano - Head of Partner & Customer Engagement | Bikes, Scooters & Transit at Lyft [Customer Engagement]

Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

LISTENER SUPPORT

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

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

BROUGHT TO YOU BY:

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

This podcast is under the umbrella 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/

Sasha Gainullin - CEO at battleface [Customer Expectations]

In the spring of 1999 for 4 months, you were a Customer Service Representative. What did you learn and what have you taken with you over the next 23 years?

How is CS the essence of battleface? Once you stop listening to the customer, then you can't stop innovating.

What does it mean to have a battleface?

I read a Forbes article where you talk about how outdated the travel insurance industry has become. How was it outdated and how is battleface different?

What does it mean to be a humanity-focused travel insurance company?

How do you listen to customers at battleface?

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

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/

Jamie Eubanks - CEO at Magical Vacation Planner [Grit]

Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

LISTENER SUPPORT

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

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

BROUGHT TO YOU BY:

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

This podcast is under the umbrella 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 - Author, speaker, and customer experience thought leader. CEO of Bodine & Co. [Customer Experience]

Kerry Bodine is the co-author of Outside In and a globally recognized customer experience expert. She founded Bodine & Co. in 2014 on the belief that unified and profitable customer experiences must be built from within — and that requires new ways of working and thinking.

: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 GLIMSDAHL

Subscribe to my weekly newsletter

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/

Annette Franz, author of Built To Win [Culture]

Annette has 30 years of experience (both client-side and vendor side) helping companies understand their employees and customers, identifying what drives retention, satisfaction, engagement, and the overall experience, and designing customer experience strategies to deliver a better experience for all constituents.

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and she is also an official member of the Forbes Coaches Council, and that is just the start. Her newest book Built to Win: Designing a customer-centric culture that drives value for your business is out now. Annette.

What is the difference between customer-focused and customer-centric?

How do you know if a company is customer-centric?

Why do customer-centric organizations require a mindset and behavior shift?

What advice do you have to companies who are struggling to change?

You mentioned there is a perception gap between businesses that think they put the customers at the heart of all they do and what customers think. Why is there a gap?

How can companies get the entire organization to rally around the customer?

What is the best way to measure companies' existing cultures?

How does the role of culture fit in the employee experience?

How do you link culture to outcomes?

When you go into an organization, what is the first question you are asking your clients [What problem are you solving for your customers?]

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

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/

Jeremy Burek - Vice President of Customer Enablement at EagleView [Customer Service]

How has Custome Service evolved since you started?

What role does the human experience play in Customer Service?

What does AI mean to you?

How can AI and Humans Co-Exist in Customer Service?

What are some ways companies use AI at the wrong time?

How is the AI vendor broken today? Let's talk about the foundational elements you need for AI to be successful

How important is data to you?

What impact does data have on the business?

How do EX and CX work together?

How has Custome Service evolved since you started?

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

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/

[Replay] Scott McKain - Author, ICONIC, and Hall of Fame Speaker [Customer Service]

Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

LISTENER SUPPORT

Support this show through Buy Me A Coffee

BOOK RECOMMENDATIONS:

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

BROUGHT TO YOU BY:

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

This podcast is under the umbrella 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/

John O'Leary - Two-Time National Bestselling Author | Coach | Live Inspired Podcast Host [Perseverence]

John is an inspirational speaker teaching, 50,000+ people each year around the world and via virtual experiences how to live inspired.

John is the host of the Live Inspired Podcast with more than 1.2 million downloads and amazing guests each week like Brené Brown, Dave Ramsey, Joe Buck, Ozzie Smith, Kurt Warner, and more.

Consistently described as “the best speaker we’ve ever had,” John’s emotional story-telling, unexpected humor, and authenticity make each of his presentations, experiences, episodes, and interactions truly transformational.

John O'Leary Introduction - 5:42

Say yes to the one in front of you - 11:59

How to love the one in front of you - 15:14

The difference between surviving and thriving - 19:29

The risk of thriving vs. surviving - 23:55

How to celebrate the scars - 25:41

The difference between I have to, and I get to - 28:26

John O’Leary’s relationship with Jack Buck - 30:54

What more can I do? - 33:57.037-35:40.986

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

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/