John and Mark X. Cronin are the father-son teams that founded John’s Crazy Socks, the world’s largest sock store. John is an entrepreneur who just happens to have Down syndrome. You may know them for being named EY Entrepreneurs of the Year or testifying before Congress or speaking at the UN. You may know them because John became “Sock Buddies” with President George H.W. Bush. Or you may know them for having grown a bootstrapped start-up to a multi-million dollar business in four years.

John’s Crazy Socks is an internationally recognized social enterprise with a mission to spread happiness and show what people with differing abilities can do.

Their mission infuses all aspects of their business. More than half of their employees have differing abilities. Their Giving Back Program starts with a 5 percent pledge of profits to the Special Olympics and has raised over $450,000 for their charity partners. They have attracted over 29,000 online reviews five-star reviews. John’s Crazy Socks has over 240,000 Facebook followers and 55,000 Instagram followers.

You will love their socks, but the socks are just the physical manifestation of the happiness they share.

02:50 What is your mission at John's Crazy Socks?

05:00 How many socks do you have?

09:48 What type of feedback do you receive from your customers?

15:02 I'm sure the pandemic wasn't kind to your business. How did you adapt?

21:51 What would you tell my listeners about how to have successful and happy employees?

30:16 Why is giving back so important to you guys?

Tell me about your fulfillment process? What makes you unique?

Why is giving back so important to you guys?

***

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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/

Kindra Hall is the Chief Storytelling Officer of SUCCESS Magazine. She is also a best-selling author and Her book, Stories that Stick debuted at #2 on the Wall Street Journal Bestseller List. Her second book, Choose Your Story, Change Your Life: Silence Your Inner Critic and Rewrite Your Life from the Inside Out, releases in January of 2022. Pre Order Now: https://amzn.to/3mjJQmm

00:38 What is one thing people might not know about you?

01:45 What's the power of a story?

03:25 Are all stories created equal?

05:24 What does it take to tell a good story?

15:15 Is the "Why" important in storytelling?

17:00 You mentioned that Customer Experience has a natural edge over traditional marketing, why is that?

18:57 You talk about the importance of filling the empty spaces in customers' lives. What if instead of hearing awful hold music and the "your call is very important to us" you heard stories from other customers?

24:00 What does vulnerability have to do with telling a great story?

25:53 Tell my listeners about your new book: Choose Your Story, Change Your Life: Silence Your Inner Critic and Rewrite Your Life from the Inside Out, which releases in January of 2022?

30:34 What book or person in customer service or experience has influenced you the most in the past year?

Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7

Free Ebook

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ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

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***

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.

Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7

Free Ebook

***

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/

Dee Ann Turner is a 33-year veteran of Chick-fil-A, Inc, and was selected as the company’s first female officer in 2001 and served as the Vice President, Talent and Vice President, Sustainability. During her long career, she worked closely with Chick-fil-A’s founder, S. Truett Cathy, and other key leaders as an architect of their organizational culture. Today, she leads her own organization, Dee Ann Turner & Associates, LLC, focused on writing books and speaking to audiences on how to steward extraordinary talent.

01:18 What is one thing people might not know about you?

02:45 In the book, you talk about Employment Value Promises. What are those and why are they important?

03:53 Have you always bet on talent?

04:36 What is the difference between a committed vs. Complacent Employee?

07:42 What attributes were you looking for at Chick-Fil-A as Talent or Franchisees?

09:58 What’s the franchisee retention rate at Chick-Fil-A?

10:35 What’s the difference between CFA and others?

13:45 Is there a reason why other organizations don't invest in their people like Chick-fil-a?

16:03 Who owns the culture in an organization?

17:31 How important is mentoring?

19:34 Is it also important to help others on the journey?

20:37 What does loyalty mean to you?

21:50 Is loyalty a two-way street?

Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7

Free Ebook

***

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.

Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7

Free Ebook

***

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/

0:00 Introduction

01:57 What does Client Experience mean to you and why is it important?

03:50 Being Client First, your goal is to Deliver Radical Personal Service, which is awesome, but how 05:05 Do you also deliver an internal client experience?

08:49 One of the things we talked about prior was for your team to discover your best self. What is that important?

11:30 What is Grow, Prosper, Serve and why is it important?

15:27 Tell my listeners about WOW University?

18:25 Is it important to keep it fresh and relatable?

21:00 The Paducah continues to invest in their people, from the Ritz Carlton Leadership Center Training, Google Leadership Institute, and the Fans First Training put on by the Savannah Bananas. Why is it important to invest in your employees?

Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7

Free Ebook

***

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.

Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7

Free Ebook

***

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/

Joe DeLoss is a social entrepreneur focused on building transformational brands for transformational people. He’s spent the last decade building businesses and providing meaningful employment opportunities for men and women who’ve faced significant adversity in their lives. Joe believes everyone deserves a fair chance to build a new story for themselves. His most recent success, Hot Chicken Takeover, is a fast-casual restaurant chain taking over the Midwest.

01:55 Why Hot Chicken?

03:25 Did you have restaurant experience?

04:42 What's your mission with HCT?

08:15 At HCT, approximately 70% of the staff have a criminal record, so what attributes are you looking for when hiring people?

09:35 HCT boasts retention rates three times its industry. What is the key to your success in retention? Benefits? Let them choose benefits.

14:05 How much do you focus on the Guest Experience?

18:00 What is the retention of your guests?

19:30 Do your guests know they are supporting a social enterprise, or are they just there for the awesome chicken?

21:32 What happens when you serve food and then went to strict carryout.

24:20 What's next for Hot Chicken Takeover

27:48 Bold Humility

Joe's book recommendation:

An Everyone Culture: https://amzn.to/3DkyynL

Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7

Free Ebook

***

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.

Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7

Free Ebook

***

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/

Dan Gingiss is a customer experience speaker and coach with a 20-year corporate background at companies like McDonald’s, Discover, and Humana. He is an author, keynote speaker and podcast host, and most recently has a new book out called the experience maker.

1:40 Where Dan would eat for his last meal in Chicago

2:39 What is the most common response to a positive experience?

4:26 You mentioned in your book that the bar for customer experience is very low. Why is that?

8:46 Can companies achieve CX perfection? What should they do instead?

13:52 What does it mean to be wiser?

17:01 I didn’t expect witty in there? Why witty? What’s your favorite example of being witty?

24:03 What is the most important factor in a customer’s loyalty? (Reducing Effort)

25:34 Where are the pain points most likely in a customer’s journey?

28:35 Explain his new book in 30 seconds

Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7

Free Ebook

***

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/