Press 1 For Nick

In this captivating podcast episode, we embark on a journey of leadership, empathy, and building extraordinary company culture with none other than Claude Silver, the Chief Heart Officer at VaynerMedia. Discover the art of leading with heart, as Claude shares her unique insights and experiences.

Claude's fascinating stories, from her heartwarming connection with her Nana to the creation of VaynerMedia's "Honey Empire," will leave you inspired and enlightened. Explore the significance of emotional optimism, the power of empathy, and the people-first philosophy that fuels her leadership.

If you're a leader or aspiring to be one, don't miss this episode. Claude Silver's wisdom and passion will transform your perspective on leadership and help you understand the real ROI of a great company culture. Tune in and be ready to unleash your inner leader!

ABOUT NICK GLIMSDAHL

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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/ 

[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 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/

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 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/

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 01:06

Prioritizing 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 03:12

Customer 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 09:20

Word-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 13:58

Custom 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 15:10

Golf 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 21:06
Ping's Remarkable Employee Loyalty: "It's not uncommon to see people have been here 30, 35, 40 years throughout the campus."

— Michael 24:02

The Importance of Employee Feedback: "And I think as we listen to our employees, that's how we're going to gain those insights."

— Michael 26:28

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/

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! 🌟

🎬 Episode Highlights:
Shift from Customer to Employee Experience: Join us as we explore why renowned customer experience expert Joey shifted his focus to employee experience, unveiling how this transition transformed his perspective on customer experience.

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
Apparel: https://www.teepublic.com/user/press-1-for-nick
Support this show through Buy Me A Coffee

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:
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 potential

Primary 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 consistently

Primary 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 barriers

Primary 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 strategies

Primary 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 posting

Primary 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 content

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 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 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/

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.

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/