Press 1 For Nick

Marcus Sheridan - Author, They Ask, You Answer [Customer Obsessed]

Marcus talks about:

· Why companies should obsess over customers

· Why don’t companies educate their customers

· Why consumer ignorance is no longer a sales and marketing strategy

The person who has influence Marcus the most in the past year:

“Never Lose a Customer Again” – Joey Coleman

His note to all customer service professionals:

“It should never be our go to sounds sound smart, it should only be our goal to be understood.”

Transcript: https://press1fornick.com/marcus-sheridan/

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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:

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SPONSORING OPPORTUNITIES:

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

Dr. Chris Phelps - Dentist, Author & Cialdini Method Certified Trainer [Influence]

Chris talks about:

· The difference between telling vs. influencing employees

· How to improve patient experience

· The results of behavioral science in his practices

The person who has influence Chris the most in the past year:

Robert Cialdini.

Books: Influence: The Psychology of Persuasion: https://amzn.to/3ergeOY and Pre-suasion: https://amzn.to/3xnoyrD

His note to all customer service professionals:

“Find a connection and something that you can praise your customers about if possible”.

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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

J.J. Peterson - StoryBrand Chief of Teaching and Facilitation at StoryBrand and Co-Author of the Book, Marketing Made Simple [Marketing]

He talks about:

· How to get a customer interested in brands

· How to pique someone’s interest

· Why it’s important to obsess over your customers’ success

· The importance of empathy and authority in storytelling

The person who has influence J.J. the most in the past year:

Beth (Friend)

His note to all customer service professionals:

“Don’t play the victim.”

Transcript and show notes can be found here: https://press1fornick.com/j-j-peterson/

JOIN THE PRESS 1 FOR NICK COMMUNITY:

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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

Ben Gertz - Director of Learning and Development at EcoWater Systems LLC [Learning & Development]

Ben talks about:

· Learn & Development, and why it is important

· The benefits of L&D

· What happens after training

· How companies can be intentional about L&D when we are working from home

His note to all customer service professionals:

“Training doesn’t end in the classroom, so what are you doing about it.”

Transcript and show notes can be found here: https://press1fornick.com/ben-gertz/

JOIN THE PRESS 1 FOR NICK COMMUNITY:

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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

Kieron Kitson-Walters - Senior System Administrator at Under Armour [Customer Service]

Kieron talks about:

· The importance of blending both empathy and technology

· How to empower your agents to provide empathy

· How to set clear expectations

· The importance of innovation at Under Armour

His note to all customer service professionals:

“Listen.”

Transcript and show notes can be found here

JOIN THE PRESS 1 FOR NICK COMMUNITY:

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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

Ebrahim Hyder - VP Consumer Support at Michael Kors [Customer Service]

He talks about:

· Why and How to establish operational excellence standards

· How a brand like Michael Kors create customer loyalty

· How to improve your First Call Resolution

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

✔️ Pushing Boulders: Oppressed to Inspired by Athol Williams: https://amzn.to/3dah9Ur

Ebrahim’s note all the customer service and CX professionals:

“Thank you for all that you’ve done in elevating the service experience. Unfortunately, our jobs are never done, so we must keep pushing the boulder and continuously trying to improve the customer service experience.”

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: 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://www.cxofm.org/

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/

Marc Havercroft - Global Chief Customer Officer - SAP Cloud Business Group| SAP SuccessFactors [Human Experience]

He talks about:

· Individualization vs Personalization

· Removing obstacles and listening to your people

· The importance of Emotional Intelligence

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

✔️ Grit: The Power of Passion and Perseverance: https://amzn.to/39W5LJM

Marc’s note all the customer service and CX professionals:

“Delight your customers and be the subject at their dinner table.”

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: 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://www.cxofm.org/

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/

Alice Sesay Pope - SVP, Global Head of Contact Centers at VISA [Digital Transformation]

She talks about Digital Transformation:

· Who should have a seat at the transformation table?

· How to mitigate risk?

· How to build a business case to digitally transform a company?

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

✔️ Switch: How to Change Thing when Things are hard: https://amzn.to/39IOPX6

Her note all the customer service and CX professionals:

“Thank you.”

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: 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://www.cxofm.org/

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/

Genefa Murphy - Chief Marketing Officer at Five9 [Marketing / Contact Center]

She talks about:

· The similarities between marketing and the contact center

· The importance of being predictive instead of prescription in sales, marketing, and customer service

· The difference between brand loyalty and brand intimacy

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

✔️ Innovation Stack: Building an Unbeatable Business One Crazy Idea at a Time by Jim McKelvey https://amzn.to/3dqt8vY

Her note all the customer service and CX professionals:

“Walk a day in the life of your customers.”

JOIN THE PRESS 1 FOR NICK COMMUNITY:

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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.

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 to connect.

Jason Bradshaw - Chief Customer & Marketing Officer at Volkswagen Group Australia [Customer Experience]

He talks about:

· The importance of customer feedback

· Setting clear expectations

· Explains the biggest roadblocks in delivering great CX

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

✔️ Cult Status: How to Build a Business People Adore: https://amzn.to/3cu8SdE

His note all the customer service and CX professionals:

“Don’t wait for the Journey Map to be done, start improving today.”

JOIN THE PRESS 1 FOR NICK COMMUNITY:

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Website

Connect with Nick

BOOK RECOMMENDATIONS:

Learn about all the guests book recommendations here.

BROUGHT TO YOU BY:

𝐕lFYpnLGTA𝐒: 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.

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 to connect.