Press 1 For Nick

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

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ABOUT NICK GLIMSDAHL

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LISTENER SUPPORT

Support this show through Buy Me A Coffee

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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/

Nathan Foy, Author, What Rich Clients Want But Won't Tell You [Client Experience]

He is the Founder and CEO - Fortis Riders and author, What Rich Clients Want But Won't Tell You.

What are the criteria to become a client?

How do the affluent think differently?

Is great service enough for your clients or do they demand more?

What is the true impact of exceptional service?

I’m sure there are plenty of unique differences between your clients, but what do they have in common?

What happens when clients trust you? Is it only about trust or is there more?

What do you do at Fortis to inspire loyalty?

You mention in the book "Your ability to adapt to changes, adopt the right solutions, and solve problems rapidly will largely determine your future success." Is this something you had to learn?

A lot of companies dismiss potential clients who they think might be hard to please, but you encourage companies to take on the difficult clients. Why is that?

How can my listeners Adopt a High-Performance Mindset

How would the world suffer if Fortis failed to do your job?

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ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

Nick's NEW book:

Reasons NOT to Focus on CX is now available at Barnes & Noble.

***

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/

Chris Voss is the CEO & Founder of The Black Swan Group Ltd

Author of Never Split The Difference: Negotiating As If Your Life Depended On It.

Chris founded the Black Swan Group, in 2008 upon his retirement from the FBI where he was the FBI’s lead international kidnapping negotiator.

Chapters of this episode:

0:00 – Introduction

0:53 – What is one thing people might not know about you?

2:43 – How long do you have to make that first impression?

4:30 – How did you make your first impression count?

6:35 – How do I get the customer who is fired up to calm down and get them to trust you?

16:05 – What is the power of an open-ended question?

22:31 – How do you continue to push somebody to the limit, but still gain their trust?

25:31 - What is mirroring and why it works?

29:48 - What is the beauty of silence?

32:25 - How do you get comfortable being uncomfortable?

33:33 - What is the importance of visualization?

34:51 - How to get what you want when things are lopsided?

40:30 - What tactics should a Customer Service Rep use to diffuse a frustrated customer?

41:00 - Why you shouldn't say I'm Sorry in Customer Service.

45:15 - What book or person has influenced Chris in the past year?

47:06 - If you could leave a note to all Customer Service Representatives’ Desk, what would it say?

48:39 - Learn about the Black Swan Group, Ltd.

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

Nick's NEW book:

Reasons NOT to Focus on CX is now available at Barnes & Noble.

***

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/

Jillian Benbow - Co-Host of The Community Experience [Community Experience]

She is the Senior Community Experience Manager at SPI Media and the host of the podcast The Community Experience.

How do you explain a community?

Where do people get community wrong?

What is the best way to onboard the community?

How do you go about setting boundaries with a community?

What is the best way to deal with conflict resolution?

Onboarding Email Automation Series: Welcome, tour, events

Is there a fine line between keeping your current community happy and also growing your community?

So let's say someone started a podcast, now what?

***

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/

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/

Scott Jeffrey Miller - Author, Podcast Host, Keynote Speaker [Leadership Experience]

Scott Jeffrey Miller currently serves as the Special Advisor on Thought Leadership for the FranklinCovey Company and is the host of their weekly podcast series, On Leadership with Scott Miller. Additionally, Scott is the prolific author of numerous books, writes a column for Inc. Magazine, and keynotes for clients around the world.

Questions:

- Tell my listeners about your book Master Mentors.

- You pull from 30 guests from your podcast. Why these 30?

- I've had the ability to have so many amazing guests on my show, and I learn and grow from all my guests. At the very beginning of the book, it says Master Mentors guarantees you will experience a transformative shift in your personal mindset, life skill set, and career toolset. With that in mind, how has this book transformed your personal mindset, life skill set, and career toolset?

- I love that each chapter has a question because I believe this world needs to ask bigger questions. Which question was your favorite?

- What has been your favorite question you keep coming back to? Why?

- Which guest surprised you the most?

- Tell me more about your dinner parties? How did this start? Who do you invite? What's the goal?

***

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/

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/

Tony Amante Schepers is the Director of Operations and Customer Experience Success at Curbside Kitchen.

How do you define success in CX?

So many CX leaders have started in a new role and quickly hit a wall or aren't “moving the needle fast enough” to appease leadership. What guidance/advice would you have for these CX leaders?

What's the first thing they should do?

Why is it so important to earn trust first?

There are different business stages like launch, grow, expand, mature and potential decline. How does CX play a role in each step? Curbside Kitchen examples?

Customer Experience is great, but how do you drive the initiative forward to meet business objectives?

Mike Tyson famously said: "Everyone has a plan until you get punched in the face". I believe the same is true in CX, meaning, it doesn't matter how perfect the plan is, someone is going to complain about something or maybe you don't hit expectations. What happens when things don't go as planned?

What book or person in customer service or experience have 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 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/

Ryo Zsun is the Culture Mystro at Zappos and leads campus tours. He is a stellar example of what a zapponian really means.

His adventure started in the Zappos Café as a Barista, the following year he joined the elite Zappos Customer Loyalty Team [ZCLT] WOWing customers in their call center.

In 2014, he joined an amazing team known as The Zappos Culture Guides, giving tours 4 times a day to guests from all over the world who come to visit our Zappos HQ to see what their culture looks like in action.

Present-day, you’ll find Ryo traveling & sharing his personal stories, experiences, and passion for company culture & customer service as a keynote speaker for Zappos Insights, Inc.

What’s one thing people might not know about you?

As the world is in a mad dash to find the right gifts, how is Zappos helping their customers out? [Holiday Help]

Does everyone needs to participate in Holiday Help?

What stories do you have from your Holiday Help time?

I’m sure there are ideas the come with ways to improve the customer experience while on Holiday Help, so how do they go about that?

What ideas have come up that you’ve implemented? [Ask Anything, Zappos Adaptive program]

You talk about the importance of wowing your customers, but do you also wow your employees or business partners?

Customer service doesn’t always go perfect, so what are a couple of stories you have when Zappos righted a mistake?

Last year, you implemented Virtual Santa, which you are doing again this year, can you tell my listeners more about that?

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

If you could leave a note to all CSRs, and it would hit their desk Monday at 8 am, what would it say?

***

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/

Rick opened the first City Barbeque in 1999, they thought we wanted to serve folks the best barbeque they’d ever had—but it didn’t take long for them to realize they wanted to serve more than just great food. Today, their goal is to serve and create happiness.

Rick opened the first City Barbeque in 1999, they thought we wanted to serve folks the best barbeque they’d ever had—but it didn’t take long for them to realize they wanted to serve more than just great food. Today, their goal is to serve and create happiness.

Before you opened a City BBQ, you started out entering BBQ Competitions. Tell me about that?

When you decided to open City BBQ, and it wasn't a seamless start, but you begin to get orders, and what did you do to meet expectations and deliver on your promise?

What I like about City BBQ is the consistency I get at every location and not just the quality of food, but the people and atmosphere. I read online that you train your employees to treat every person who walks into a City BBQ as a guest in your home. I love that. How else are you building and training your teams to create a consistent experience across every location?

As you grow how has the organization had to adapt to culture and systems to meet demand and expectations?

One of City Barbeque's core values is serving its communities, teammates, and neighbors. What does that mean to you?

What have been keys to City BBQ’s growth?

***

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/