Press 1 For Nick

Stacy Sherman - Director of Customer Experience & Employee Engagement at a global company, Schindler Elevator Corporation [Customer Feedback]

She talks about:

· Companies should live and breathe CX

· How to drive behaviors

· The importance of customer feedback

*Opinions are her own. Stacy does not represent any company.

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

✔️ Oprah Winfrey

Her note all the customer service and CX professionals:

“Make sure that you are intentionally listening to your customers, and then personalize the response.”

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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.

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 Van Camp - Author of Deliberate Discomfort: How U.S. Special Operations Forces Overcome Fear and Dare to Win by Getting Comfortable Being Uncomfortable [Service]

He talks about:

· The difference between trust and a training mindset

· The importance of mental strength

· Why it’s difficult to have self-discipline

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

✔️ Outlaw Platoon: https://amzn.to/3cagL81

✔️ Shoe Dog: https://amzn.to/3155mQz

✔️ The Subtle Art of not giving a F*ck: https://amzn.to/3r9lKtV

His note all the customer service and CX professionals:

“Choose hard things or hard things will choose you.”

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.

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.

Lewis Taylor - VP, Head of Global CX & Austin Site Lead at Dropbox [Customer Service]

He talks about:

· The importance of leadership invested in the customer experience

· How to reduce customer effort

· How he has seen customers’ expectations change the past five years

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

✔️ Who Moved My Cheese? https://amzn.to/3eQdsoj

✔️ Team of Teams: New Rules of Engagement for a Complex World: https://amzn.to/3vxkOD7

His note all the customer service and CX professionals:

“Don’t make customers navigate your organizations to have a great experience.”

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.

🎧 Ian Golding - CEO and Founder - Customer Experience Consultancy [Customer Experience] 🎧

He talks about:

· His book Customer What? https://amzn.to/3rSj19l

o CX Strategy

o Putting employees first

o Delivering benefits early

o Golding Experience Pyramid

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

✔️ Satya Nadella

His note all the customer service and CX professionals:

“Are you doing the right thing for the right reason?”

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.

Peter talks about Customer Centricity

o What is Customer Lifetime Value

o How companies grow the current customer instead of cross/up-sell

o What's more important between Brand Equity or Customer Equity?

Connect with Peter, here.

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.

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.

Jenny is the Customer Experience Manager at Apeel and FruitStand LLC. She talks about:

· Customer Appreciation

o Celebrate the Customer Connection

o How to tell the customer story

o How do measure the customer appreciation program

Connect with Jenny, here.

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.

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.

SHOW NOTES:

Monica is the Sr. Director of Customer Success at LexisNexis. She talk about:

· Journey Mapping

· Moments of Truth

· Ideal Experiences

· Empowering Employees

Connect with Monica, here.

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.

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.

SHOW NOTES:

Kwame talks about his book, Finding Confidence in Conflict. He goes on to explain:

· What is compassionate curiosity

· Why people avoid difficult conversations

· Why conflict is an opportunity

· Why have the license to fail was the key to his success

Connect with Kwame, here.

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.

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.

SHOW NOTES:

Steve talk about the benefits of working in both call center and field service, his thoughts effortless experience and then closes out the episode by talking about how it is important to help your consumers help themselves.

JOIN THE 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

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

Nick kicks off the episode by talking about how he had to take a three-day winter survival course to get into high school, and then like every great CX leader, he brings the conversation back to feedback, coaching, effortless experience, and having Harry’s be as … forgetful as possible.

Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/. Last, you can also find all the book recommendations, here: https://press1fornick.com/books/ #innovation #technology #customerexperience

𝐓𝐡𝐞 𝐏𝐫𝐞𝐬𝐬 𝟏 𝐅𝐨𝐫 𝐍𝐢𝐜𝐤 𝐏𝐨𝐝𝐜𝐚𝐬𝐭 𝐢𝐬 𝐏𝐨𝐰𝐞𝐫𝐞𝐝 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. www.govds.com

CX of M Radio: https://www.cxofm.org/