Press 1 For Nick

Kyle talks about:

- How creating 1,000 videos a year improved the Customer Experience

- Why this removed the unknowns and what-ifs

- Why it’s important to disrupt the flow of information when educating customers

The book that has influenced Kyle the most in the past year:

It's Not Always Depression: Working the Change Triangle to Listen to the Body, Discover Core Emotions, and Connect to Your Authentic Self by Hillary Jacobs Hendel: https://amzn.to/3BDsiHt

His note to all CX professionals:

“Take a 10 minute break in silence. People are so used to doing the next thing, and overcoming problems and not having a lot of time to sit and allow them to hear what our body is telling us. A lot of wisdom happens in the silence...”

Transcript: https://press1fornick.com/win-the-house-you-love

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ABOUT NICK GLIMSDAHL

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LISTENER SUPPORT

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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/

Fro talks about:

Explains how Dental Insurance was broken

How Beam Dental reduced effort to create a better Member Experience

The importance of culture and core values

Joey talks about:

- Why do companies lose customers

- The cost of losing a customer

- Why companies don't spend more time, money, or energy trying to retain customers.

The person who has influenced Joey the most in the past year:

· Dan Gingiss: Co-Host of the Experience This! Podcast.

His note to all CX professionals:

“Lead with empathy, then give them some more empathy, then solve the problem.”

Transcript: https://press1fornick.com/joey-coleman

***

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/

Aja talks about:

· What makes the Spartan Race so unique

· How to keep the brand consistent over 200 races

· The Importance of Community

The book that has influenced Aja the most in the past year:

· Be our Guest: Perfecting the Art of Customer Service https://amzn.to/3ifcfH9

Scott talks about:

· What it means to be ICONIC

· Why companies run from their own uniqueness.

· How you should “Go Negative”

The book that has influenced Scott the most in the past year:

· Be the Best at What Matters Most: The Only Strategy You Will Ever Need https://amzn.to/3hobA5B

His note to all customer service professionals:

“If I were being treated the way that I am currently treating this customer, would it make me excited to do business here again.”

Transcript: https://press1fornick.com/scott-mckain

JOIN THE PRESS 1 FOR NICK COMMUNITY:

LinkedIn: https://www.linkedin.com/company/press-1-for-nick/

Website: https://press1fornick.com/podcast/

Connect with Nick: https://www.linkedin.com/in/nickglimsdahl/

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 here: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SUPPORT:

Want to support this show? Click here to buy me a coffee: https://www.buymeacoffee.com/press1fornick

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Antonia talks about:

· The importance of building a world class culture first

· What it means to emotionally engage with your customers

· How to differentiate on brand experience

The book that has influenced Antonia the most in the past year:

· Prosperity: Better Business Makes the Greater Good: https://amzn.to/35XMFAK

Her tip to power meaningful customer experience:

“Be you, bring your own life experiences and your own enthusiasm for whatever it is that gets you going in this world, bring that to work because the very best customer experiences are created by people who are exuberant and excited about what they’re doing. And even if you’re in a role that has a level of repetition to it, never underestimate your power to make a change in someone’s life in some small way. So, bring yourself to work, and come tapped into what makes you excited and happy because you’ll create great experiences that way."

Transcript: https://press1fornick.com/antonia-hock/

JOIN THE PRESS 1 FOR NICK COMMUNITY:

LinkedIn: https://www.linkedin.com/company/press-1-for-nick/

Website: https://press1fornick.com/podcast/

Connect with Nick: https://www.linkedin.com/in/nickglimsdahl/

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 here: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SUPPORT:

Want to support this show? Click here to buy me a coffee: https://www.buymeacoffee.com/press1fornick

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Darren talks about:

· What people say about UX

· How to decipher between a real UXer and a fake one

· How to seamlessly connect UX and CX

The book that has influenced Darren the most in the past year:

· Multipliers: How the Best Leaders Make Everyone Smarter: https://amzn.to/3qnWb9w

His note to all customer service professionals:

“Ascribe to Excellence...Because when you focus on excellence, you benefit yourself and everyone else.”

Transcript: https://press1fornick.com/darren-hood/

JOIN THE PRESS 1 FOR NICK COMMUNITY:

LinkedIn: https://www.linkedin.com/company/press-1-for-nick/

Website: https://press1fornick.com/podcast/

Connect with Nick: https://www.linkedin.com/in/nickglimsdahl/

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 here: https://www.govds.com/

This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/

SUPPORT:

Want to support this show? Click here to buy me a coffee: https://www.buymeacoffee.com/press1fornick

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Howard talks about:

· What it means to be digitally driven

· Why Executives grimace when you want to focus on CX

· How to prioritize your Digital Transformation

The person who has influenced Howard the most in the past year:

· Shep Hyken - Cult of the Customer

· Tom Goodwin - Digital Darwinism

His note to all customer service professionals:

“You are the #1 listening post to the customer, so while your first priority should be to serve the customer, please recognize that you are our CIA, FBI, Secret Service...when you learn things, figure out how that information gets back to the organization, because we value the insights that you get...”

Transcript: https://press1fornick.com/howard-tiersky/

JOIN THE PRESS 1 FOR NICK COMMUNITY:

LinkedIn

Website

Connect with Nick

BOOK RECOMMENDATIONS:

Learn about all the guests book recommendations here

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 here

This podcast is under the umbrella of CX of M Radio

SUPPORT:

Want to support this show? Click here to buy me a coffee

SPONSORING OPPORTUNITIES:

Interested in partnering with the Press 1 For Nick podcast? Click here

Jane talks about:

· Lessons she learned from her Dad

· Talks about her time on Undercover Boss

· The importance to taking caring for your people

The person who has influenced Jane the most in the past year:

· Chick fil a – They are the best out there in Customer Service.

· Dare to Serve by Cheryl Bachelder: https://amzn.to/3pwKLzP

Michael talks about:

· What CX has to do with better experience in the contact center

· How to improve employee retention

· How training in the contact center is different than general CX

The person who has influenced Michael the most in the past year:

Art Ginsler’s book: Art’s Principles – 50 years of hard-learned lessons in building a world class professional services firm: https://amzn.to/34L5ira

His note to all customer service professionals:

“Listen to your customers…and act on what you hear.”