Press 1 For Nick

In this episode, Oscar Trimboli shared his transformative journey through deep listening and how it impacts leaders and organizations. A pivotal wake-up call during a budget meeting made him realize he wasn't truly listening. This led him on a quest to uncover the profound impact of deep listening, which reveals the unspoken 86% of communication and the root causes of issues in group discussions.

Check out the article I wrote about this episode, here: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=6861702337161940992

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube

Find me on Twitter

Find me on LinkedIn

LISTENER SUPPORT

Purchase Nick’s books: 

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick 

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/ 

In "The JOLT Effect," sales expert Matt Dixon explores the art of overcoming indecision in the buying journey. He introduces the JOLT method, a powerful framework that empowers salespeople to guide customers toward making confident decisions. Let's delve into some key insights from the book:

Understanding the Customer's Buying Journey:

Did you know that customers are often well into their buying journey even before reaching out to a supplier? By the time they make contact, they've likely conducted extensive research and formed initial preferences (3:21.990 - 4:54.528).

Status Quo vs. Indecision:

Customers often find themselves stuck between maintaining the status quo and making a change. The book highlights how salespeople can identify and address this state of indecision (5:14.415 - 12:06.390).

Guiding Customers Away from Overthinking:

Customers often get caught up trying to become experts themselves, slowing down the decision-making process. Dixon offers strategies to prevent this and help customers reach a resolution (12:43.150 - 18:42.136).

Becoming the Trusted Advisor:
A critical aspect of the JOLT method is positioning oneself as a trusted advisor. The book explains how salespeople can gain customers' trust and guide them toward making better decisions (14:16.874 - 18:42.136).

The JOLT Method:

Judge the Level of Indecision (19:36.678 - 20:49.620):
The first step in the JOLT method involves assessing the customer's level of indecision. Understanding their hesitations and doubts is crucial to providing the right guidance.

Offer a Recommendation (20:49.620 - 21:59.381):

Once the salesperson understands the customer's indecision, they can confidently offer a well-suited recommendation. This personalized approach demonstrates expertise and builds trust.

Limiting the Exploration (21:59.381 - 22:14.249):
Customers often get overwhelmed with choices. The JOLT method suggests streamlining options, making the decision-making process less daunting.

Taking the Risk off the Table (22:14.249 - 22:44.632):
By addressing and mitigating risks associated with the decision, salespeople can provide reassurance and instill confidence in the customer.

Importance of "Judging the Indecision":
Judging the indecision is the foundational step in the JOLT method. It allows salespeople to understand their customers' pain points, concerns and needs better (23:11.071 - 25:55.855). This enables them to tailor their approach and offer the most effective guidance, setting the stage for successful sales interactions.

Challenges to Traditional Sales Techniques:

"The JOLT Effect" presents a paradigm shift in traditional sales practices, challenging salespeople to recognize and defeat the indecision obstacle (26:40.331 - 28:41.479). Dixon sheds light on how sellers can equip themselves to face this new challenge head-on.

The Role of Customer Service and Experience:
The book draws inspiration from prominent figures in customer service and experience, shaping Dixon's approach to sales (34:39.375 - 36:13.467).

A Message to Customer Service Professionals:
If he could leave a note to all customer service professionals, Dixon would encourage them to prioritize understanding and addressing their customers' indecision (36:32.125 - 38:35.633). This empathetic and proactive approach can drive exceptional customer experiences.

In conclusion, "The JOLT Effect" by Matt Dixon offers valuable insights and strategies for sales professionals seeking to overcome customer indecision and become trusted advisors in the buying journey. Through the JOLT method, salespeople can lead their customers toward confident decisions and foster lasting business relationships.

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube

Find me on Twitter

Find me on LinkedIn

LISTENER SUPPORT

Purchase Nick’s books: 

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick 

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/ 

In this episode, we delve into the fascinating world of experience management and design with the renowned pioneer, keynote speaker, and expert, Lou Carbone. Join us as we unlock the power of emotional and unconscious clue-based experience design and learn how businesses can create profound connections with their customers.

Key Points Discussed:

The Essence of Total Experience Management 💖
Discover why going beyond surface-level interactions is crucial in crafting extraordinary value and forging deep emotional bonds with customers.

Customer-Driven vs. Customer-Centric: A Paradigm Shift 🔄
Learn the distinction between being customer-driven and merely customer-centric and how understanding customer desires and emotions drives impactful experiences.

Saving Apple Boxes: The Art of Experience Creation 🎁
Explore how thoughtful design can create experiences beyond the digital realm, leaving lasting memories and reinforcing brand differentiation.

Unraveling the Importance of Clues 🕵️‍♀️
Understand how sensory clues shape emotions and attitudes, influencing customer behavior and fostering loyalty.

Nurturing the Emotional Connection 🤝
Discover the key to creating meaningful and emotionally connected relationships by embedding emotional clues in experiences.

Shifting from Push to Pull: A Paradigm Shift 🔄
Embrace a customer-driven approach over a product-push mindset to design experiences that truly resonate with customers.

Breaking Down Experience Design 🛠
Learn how experience management is a journey of continuous improvement, with insights into functional, human, and mechanic clues.

The Challenge of Fragmentation in Experience Management 🧩
Explore the impact of social media and tools on experience management and the need for businesses to adopt a holistic strategy.

Embracing Next Practices for a Competitive Edge 🏆
Understand the significance of next practices in staying ahead and innovating in a rapidly evolving world.

Unifying for a Positive Impact on the World 🌍
Discover how organizations can drive effective experience management by aligning customer focus with business outcomes and embracing new approaches.

Join us as we immerse ourselves in the world of experience management and design with Lou Carbone, and learn how to create remarkable experiences that leave a lasting impact on customers and businesses alike.

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube

Find me on Twitter

Find me on LinkedIn

LISTENER SUPPORT

Purchase Nick’s books: 

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick 

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/ 

In this inspiring episode, we sit down with Sean Ilenry, Vice President of Support at Dutchie, and delve into his incredible journey from homelessness at 19 to becoming a successful executive at 29. As a true self-made success story, Sean shares valuable insights and wisdom on career happiness, maximizing potential, and the profound role of customer service in the modern business landscape.

Key Discussion Points:

Join us for this engaging episode as Sean Ilenry's remarkable story and invaluable expertise shed light on the path to career happiness and the art of creating unforgettable customer experiences. Whether you're aspiring to climb the corporate ladder or seeking to enhance your customer service skills, this conversation will leave you motivated and ready to take on new challenges. Tune in now for an episode filled with practical insights and inspiration!

ABOUT NICK GLIMSDAHL
Subscribe to my bi-monthly newsletter
Find Press 1 For Nick on YouTube
Find me on Twitter
Find me on LinkedIn

LISTENER SUPPORT

Purchase Nick’s books:

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick 

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/ 

In this podcast, we explore Josh Halpern's journey as the CEO of Shaquille O'Neal's restaurant franchise, Big Chicken, and his passion for creating unforgettable experiences in the hospitality industry.

Key Points:

Partnership and Collaboration: Josh's collaboration with Big Chicken stemmed from a previous partnership with Shaquille's restaurant group, leading to an exciting journey of growth.

Remarkable Growth: Big Chicken has rapidly expanded with 23 locations already open and nearly 300 franchise units in development, prioritizing quality and exceptional customer service.

Customer Experience: Big Chicken focuses on continuous improvement, utilizing feedback and various tools to enhance the customer experience.

Creating Memorable Experiences: Big Chicken emphasizes fun and memorable experiences for guests and employees through events, promotions, and community engagement.

Catering to Different Generations: The company tailors loyalty programs to cater authentically to each generation's preferences.

Fostering Trust and Teamwork: Big Chicken fosters a collaborative environment, promoting teamwork and shared success.

Unlocking Time for Growth: The company empowers employees to focus on impactful activities, driving performance.

Future Vision: Josh envisions a bright future for Big Chicken, aiming to receive rave reviews from guests and ensuring strong franchisee economics.

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube

Find me on Twitter

Find me on LinkedIn

LISTENER SUPPORT

Purchase Nick’s books: 

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick 

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/ 

Bob talks about:

·       Your true worth is determined by how much you give in value than you take in payment

·       The Five Laws of Stratospheric Success

·       And the importance of communicating with tact and empathy

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube

Find me on Twitter

Find me on LinkedIn

LISTENER SUPPORT

Purchase Nick’s books: 

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick 

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/ 

Embracing Fulfillment in the Future of Work: Insights from Jenn Lim, Chief Happiness Officer [Happiness]

In this podcast episode, Jenn Lim, Chief Happiness Officer at Delivering Happiness, shares valuable insights on the future of work and the pursuit of fulfillment in the post-COVID world. She emphasizes the need to go beyond superficial happiness and focus on living an authentic and meaningful life aligned with one's values and purpose. Jenn discusses the importance of self-reflection, self-awareness, and questioning the internal voices and constructs that hold us back from being authentic. She suggests building a support network of trusted advisors and engaging in self-work exercises to uncover blind spots and shadows.

The podcast highlights the significance of focusing on what is within our control and making progress, especially during uncertain times like the pandemic. Jenn emphasizes that sustainable happiness is built on growth and purpose, and organizations worldwide are recognizing the value of prioritizing meaningful happiness in the workplace. Investing in people as assets and aligning business goals with employee well-being leads to greater success and sustainability.

Practical steps towards deeper fulfillment include self-inquiry, testing values and purpose, and using them as a guiding compass. Jenn encourages a mindset shift that embraces open-mindedness, adaptability, and reflection, allowing for personal growth and positive change. She emphasizes the importance of prioritizing mental and emotional well-being, along with physical health, in creating a fulfilling work environment.

Listeners are invited to explore Jenn Lim's work through her website at Jennlim.com and find additional resources on happiness in the workplace at deliveringhappiness.com. The episode concludes with a call to embrace fulfillment and contribute to a future of work that celebrates authenticity, growth, and meaningful happiness.

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube

Find me on Twitter

Find me on LinkedIn

LISTENER SUPPORT

Purchase Nick’s books: 

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick 

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/ 

What is one thing people might not know about you?

Tell me about your Nana... 😊

Tell my listeners about Vayner Media.

What does it mean to Lead from the Heart?

What is the most important trait to look for when hiring?

What does it mean to have Emotional Optimism?

Tell me about this Honey Empire you have built at Vayner Media.

Why do you focus on people first?

What is the ROI for great Culture?

What does empathy mean to you?

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

What would it say if you could leave a note to all customer experience leaders?

ABOUT NICK GLIMSDAHL
Subscribe to my bi-monthly newsletter
Find Press 1 For Nick on YouTube
Find me on Twitter
Find me on LinkedIn

LISTENER SUPPORT

Purchase Nick’s books: 

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick

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/ 

Introduction:

In this episode, we have the privilege of speaking with Michael Lee Sherwood, an influential figure in driving technological innovation within the City of Las Vegas. As the former Chief Information Officer (CIO) of the city, Michael shares valuable insights and case studies highlighting the impact of technological implementations in enhancing efficiencies, improving customer experiences, and boosting productivity.

Key Discussion Points:

Leveraging Technology for City Advancement:
Michael reveals a compelling case study showcasing how technology was utilized to bring about significant improvements within the City of Las Vegas. He delves into specific examples where technology was implemented to enhance efficiencies, elevate customer experiences, and increase productivity.

Overcoming Unique Challenges in the Government Sector:
Implementing innovation and transformation within the government sector presents unique challenges. Michael discusses the key obstacles he encountered during his tenure and shares how he successfully managed to overcome them. His insights shed light on the strategies and approaches that can be adopted to drive innovation effectively in governmental organizations.

Prioritizing Technologies for Citizen Benefit:
With an abundance of technologies and data-driven approaches available, Michael provides valuable insights on how he prioritized them to make decisions that ultimately benefitted the citizens of Las Vegas. He unveils the criteria and frameworks he employed to ensure the highest impact and discusses the strategies behind his decision-making process.

Data-Driven Decision-Making:
Michael emphasizes the power of data-driven decision-making and shares an example of a project where he effectively harnessed data to make impactful decisions in the city's operations or services. The discussion delves into the story behind this project and highlights the positive outcomes resulting from leveraging data insights.

Essential Factors for Meaningful Innovation:
Drawing upon his extensive experience, Michael shares the essential factors necessary for achieving valuable and meaningful innovation within an organization. He discusses the strategies, principles, and organizational culture that can effectively drive innovation forward, fostering a culture of continuous improvement and creativity.

Conclusion:
In this insightful episode, Michael Lee Sherwood offers a wealth of knowledge and experience in driving technological innovation within the City of Las Vegas. Listeners gain valuable insights into leveraging technology for city advancement, overcoming challenges in the government sector, prioritizing technologies for citizen benefit, harnessing the power of data-driven decision-making, and fostering meaningful innovation within organizations. Join us as we delve into the exciting world of technological transformation with Michael Lee Sherwood.

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube

Find me on Twitter

Find me on LinkedIn

LISTENER SUPPORT

Purchase Nick’s books: 

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick 

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/ 

Introduction:

In this episode, we have the pleasure of speaking with Chris Olexa, the CEO/Founder of Aspire2B Hospitality Group. Chris is an esteemed figure in the hospitality industry, and in this conversation, he shares his valuable insights and experiences that have shaped his journey towards being hospitality-driven. Join us as we explore the importance of hospitality and its impact on achieving excellence and success.

Key Discussion Points:

The Genesis of a Hospitality Career:

Chris takes us back to his beginnings in the hospitality industry, discussing the path that led him to where he is today. He shares the experiences and inspirations that ignited his passion for hospitality, laying the foundation for his successful career.

The First Project:

Reflecting on his journey, Chris recounts his first major project in the hospitality industry. He shares the challenges, triumphs, and lessons learned from this formative experience, which set the stage for his future endeavors.

The Drive for Hospitality:

Chris discusses what drives him to prioritize hospitality in his business ventures. He delves into the core values and principles that underpin his approach, highlighting the importance of creating exceptional guest experiences and fostering a customer-centric culture.

Striving for "Best in Class":

For Chris, achieving "best in class" is more than just a phrase—it is a philosophy. He defines what "best in class" means to him, emphasizing the pursuit of excellence in all aspects of the hospitality industry, from service quality to operational efficiency.

Guest-Centric Focus:

Chris firmly believes in placing guests at the center of everything his company does. He shares strategies, anecdotes, and practices that illustrate how this guest-centric approach drives decision-making and shapes the overall guest experience.

Hiring and Retaining Talent:

Drawing upon his experience, Chris provides insights into the hiring and talent retention processes within the hospitality industry. He discusses effective strategies for identifying and attracting top talent, as well as fostering a culture that encourages employee growth and satisfaction.

Measuring Success in Hospitality:

In the realm of hospitality, success can be measured in various ways. Chris reveals the key metrics and indicators he uses to gauge success within his organization. He discusses the importance of guest feedback, employee satisfaction, and financial performance in evaluating the overall success of a hospitality business.

Conclusion:

Join us as we gain valuable insights from Chris Olexa, CEO/Founder of Aspire2B Hospitality Group, on the significance of embracing a hospitality-driven approach. Through personal anecdotes and industry expertise, Chris emphasizes the importance of guest satisfaction, cultivating a customer-centric culture, and fostering excellence in every aspect of the hospitality experience. Tune in to discover the secrets behind achieving remarkable success in the world of hospitality.

ABOUT NICK GLIMSDAHL

Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube

Find me on Twitter

Find me on LinkedIn

LISTENER SUPPORT

Purchase Nick’s books: 

Reasons NOT to Focus on Employee Experience: A Comprehensive Guide

Apparel: https://www.teepublic.com/user/press-1-for-nick 

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/