Press 1 For Nick

Press 1 For Nick

By Press 1 For NickBusiness
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Press 1 For Nick episodes

  • [Replay] Real Talk with the C-Suite about CX: Anton de Wet, Ian Golding, Lewis Taylor, Jeb Dasteel [Executive Buy-In]
    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/
    1 hr 28 min
  • The difference between customer experience and customer service - Jon Picoult - [Customer Experience]
    Jon Picoult - Customer Experience Expert | Author of "From Impressed To Obsessed" [Customer Experience]
    He is the founder of Watermark Consulting and a leading expert in customer and employee experience. He has advised C-Suite leaders at some of the world’s foremost brands, helping companies capitalize on the power of loyalty – both in the marketplace and in the workplace. Today, Jon joins us to talk about his fascinating new book, “From Impressed To Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong Fans.”
    The opening line of your new book, says: “If you’re aspiring to satisfy your customers, then you are aspiring to mediocrity.” That seems to contradict a fundamental business tenet with which we’re all familiar, namely, that customer satisfaction is key. Why should we all rethink that?
    Your book talks about how customer experience is really an exercise in memory-shaping. Can you explain what you mean by that, and the implications it has for how businesses engage with customers?
    What’s the difference between customer experience and customer service? Are those terms interchangeable?
    Many companies these days are struggling to hire workers. If employees are a type of customer, what about employment candidates? Should customer experience design techniques be applied to the job search process?
    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/
    37 min
  • [Replay] Brett Frazer - Vice President of Customer Service at Sun Basket [CX Metrics]
    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/
    35 min
  • We're Doing CX Wrong...And How To Get It Right, author Nick Zeisler [Customer Experience]
    We're Doing CX Wrong... And How To Get It Right, author Nick Zeisler [Customer Experience]
    How are we doing CX Wrong?
    What resources do you have to see if you're doing CX wrong?
    What are your thoughts on chasing ROI?
    What does Culture have to do with CX?
    If you have 60 seconds in front of a CEO, what would you say?
    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/
    38 min
  • [Replay] Lee Jelenic - EVP, Chief Innovation Officer at United Wholesale Mortgage [Customer Experience]
    Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.
    Lee talks about his time as a professional hockey player talks about the importance of experiences, and how UWM uses technology to be the fastest, easiest and cheapest.
    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/
    37 min
  • How can people in Customer Service listen with intention - Julian Treasure [Listening]
    Julian Treasure - Founder at The Sound Agency, five-time TED speaker, author of How to be Heard and Sound Business [Listening]
    1:40 It didn’t do quite as well as your TED Talks, but still quite impressive.
    150 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 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/
    31 min
  • [Replay] Kwame Christian - Founder and Managing Director for the American Negotiation Institute [Negotiation]
    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/
    30 min
  • Why is it a challenge to hire and retain talent - Eryc Eyl [Contact Center]
    Eryc Eyl - Humancentric keynote speaker, author, and business philosopher [Contact Center]
    What is the perception of the Contact Center today?
    What is wrong with that perception?
    Why is it a challenge to hire and retain talent?
    How can companies retain their talent?
    How do we motivate people when they are from home?
    Is there a disconnect between what companies what from their agents and what they're measured on?
    Can you force employees to be engaged? How do companies do it wrong? What should companies do instead?
    How does Empathy play into this?
    The supervisors of the contact center are also trying to do their job, and focus on what metrics they are measured on, so how do you have sympathy for them as well?
    If you could talk to the supervisor 1-2-1, what would you say?
    ***
    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/
    33 min
  • [Replay] Therese Steiner - Director Strategy & Operational Effectiveness at LexisNexis [Customer Journey]
    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/
    32 min
  • Tom DeWitt - Director - CXM@MSU at Michigan State University, President - CX of M - Michigan's Association of Customer Experience Professionals [Education]
    Tom DeWitt - Director - CXM@MSU at Michigan State University, President - CX of M - Michigan's Association of Customer Experience Professionals [Education]
    CXM@MSU: Conferences, Companies, Action Teams, Roundtables, Mentorship
    What is the role of the collaborative?
    What does the Master's Degree entail?
    What is the goal for enrollment?
    Who do you believe might be a good fit?
    ***
    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/
    27 min

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