Press 1 For Nick

Press 1 For Nick

By Press 1 For NickBusiness
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Press 1 For Nick episodes

  • Data Doesn't Help, BUT Storytelling Does - David Hutchens, Author, CEO at The Storytelling Leader [Storytelling]

    David Hutchens, Author, CEO at The Storytelling Leader [Storytelling]

    How did you get into storytelling?
    How does storytelling help ideas move through the organization?
    Why do people get fearful of storytelling?
    How does Storytelling create an emotional connection?
    What are the stories we should bring to the CX and EX? 
    Outlearning the wolves
    What book or person in customer service or experience has influenced you the most in the past year?
    If you could leave a note to all customer service professionals, what would you say?
    How did you get into storytelling?
    How does storytelling help ideas move through the organization?
    Why do people get fearful of storytelling?
    How does Storytelling create an emotional connection?



    ABOUT NICK GLIMSDAHL
    Subscribe to my weekly newsletter
    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/ 


    41 min
  • Unlocking the Power of Difficult Conversations: Finding Confidence in Conflict with Kwame Christian - Founder and Managing Director for the American Negotiation Institute [Conflict]

    In this episode, we dive into Kwame Christian's insightful book, "Finding Confidence in Conflict," as he shares valuable insights on various aspects of navigating difficult conversations. Kwame discusses the following key points:


    Compassionate curiosity: Kwame explores the concept of compassionate curiosity and its significance in engaging with others during conflict. Learn how adopting this mindset can transform challenging conversations into opportunities for growth and understanding.


    The avoidance of difficult conversations: Discover the common reasons why people tend to shy away from difficult conversations. Kwame sheds light on the underlying fears and concerns that hinder open and productive communication, and provides strategies for overcoming these obstacles.



    Conflict as an opportunity: Kwame emphasizes the transformative power of conflict, highlighting how it can lead to positive outcomes when approached with the right mindset and skills. Explore ways to reframe conflict as a catalyst for personal and professional development.



    Embracing failure as a path to success: Kwame shares his personal journey and reveals how embracing the license to fail played a pivotal role in his achievements. Discover why shifting our perspective on failure can empower us to take risks, learn from setbacks, and ultimately achieve greater success.



    Tune in to this episode to gain practical insights from Kwame Christian's expertise and learn how to find confidence in navigating challenging conversations.


    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/ 

    30 min
  • Unleashing the Power of Employee Experience: Insights from Joey Coleman [Employee Experience]

    In this episode, we dive deep into the world of employee experience with renowned customer experience expert, Joey. We explore why Joey shifted his focus from customer experience to employee experience in his book and how his perspective on customer experience has evolved through this lens.


    Joey provides an overview of the eight phases of the employee experience outlined in his book, comparing them to the eight phases of the customer experience. Discover how these phases intertwine and influence each other.


    We discuss the common challenges businesses face when guiding employees through different phases of the employee experience. Joey sheds light on specific areas where organizations tend to struggle more than others.


    Joey's research uncovered six standout tools employers can use to enhance the employee journey. Join us as we explore these tools and understand how they contribute to creating a positive experience for employees.


    Gain insights into how specific tools align better with different phases of the employee experience. Joey shares real-life examples of organizations effectively leveraging these tools to maximize their impact.


    Is personalized communication more crucial than the specific tools used? We discuss the role of communication and interaction in the employee experience and how organizations can strike the right balance.


    Joey's framework, 'The First 100 Days,' takes center stage as we delve into the key factors employers should focus on during this critical period. Learn how to set the stage for a positive employee experience from day one.


    Uncover common challenges and mistakes organizations face during the first 100 days of an employee's journey. Joey provides actionable strategies to help overcome these obstacles and establish the right tone from the start.


    Prepare to be inspired as Joey shares unique and unconventional employee benefits and perks that organizations have implemented to enhance the overall employee experience.


    We wrap up the episode by exploring the delicate balance organizations must strike between their desire for employee engagement and employees' expectations for care. Joey provides valuable insights on navigating this balance effectively.


    Tune in to this episode for a masterclass on employee experience and discover the secrets to unlocking the full potential of your organization's workforce.


    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/ 

    38 min
  • The Power of Listening: Unveiling the Impact of Frontline Leaders with Jason Lippert, CEO at LCI Industries [Listening]

    Jason Lippert, the CEO at LCI Industries, a company where he has held various roles for the past 28 years, starting as a management trainee. Lippert's leadership combines strategic manufacturing capabilities with a winning team culture, enabling LCI Industries to deliver unparalleled customer service, award-winning innovation, and premium products to every customer they serve.


    Get ready to discover a different side of Jason Lippert as we kick off the episode with a question that reveals a surprising aspect about him (0:46.190 - 2:11.513).


    For those unfamiliar with LCI Industries, we provide a concise introduction to the company and its scope (2:21.439 - 3:11.066).


    Looking for some hidden gem vacation spots? Stay tuned as Lippert shares his personal recommendations (3:35.498 - 4:41.637).

    Delving deeper, we explore Lippert's purpose at LCI Industries and gain insights into the driving force behind his leadership (4:50.321 - 7:32.852).


    Discover why Lippert believes in treating employees like family members and how this value drives the company's success (8:24.961 - 8:57.219).

    Prepare to be inspired as we uncover the transformational journey of LCI Industries' company culture, which led to a remarkable decrease in turnover (200% from 2011 to 31% in 2021). Lippert shares key changes that made this possible, including the importance of valuing and listening to frontline employees and holding the organization accountable (9:20.918 - 14:01.992).

    We shine a spotlight on Lippert's commitment to weekly listening sessions with frontline leaders and explore the significance of active listening in creating a thriving work environment (15:32.999 - 18:59.630).

    Lippert reveals why integrating care into the company's culture was crucial and shares anecdotes that illustrate how they redefined leadership (20:34.487 - 22:58.407), even involving throwing tape measures and welding rods.

    Discover why LCI Industries considers social responsibility a top leadership objective and learn how they make a positive impact on society by focusing on philanthropy (23:44.312 - 27:19.981).


    In the final segment, Lippert emphasizes the importance of focusing less on numbers and more on the hearts and minds of employees (28:18.505 - 28:44.848).


    Join us as we unravel the captivating journey of Jason Lippert and gain valuable insights into building a thriving company culture that empowers employees and drives extraordinary results.


    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/ 

    37 min
  • Shaping the Future of Customer Service: A Conversation with Becky Ploeger, Head of Hilton Reservations and Customer Care [Contact Center]

    Becky Ploeger, Hilton as the Head of Hilton Reservations and Customer Care


    Key Takeaways:

    • Becky Ploeger's career took an unexpected turn, leading her to the contact center industry, which became her true passion.
    • Agility, technology, people skills, and analytics are crucial in the contact center industry.
    • Listening to customers and embracing proactivity are key to providing better experiences.
    • AI can enhance teams' effectiveness while requiring human oversight to ensure genuine experiences.
    • Becky actively participates in the CCW community to stay ahead of industry trends and shape the future of customer service.

      • Customer Contact Week is the leading event series dedicated to serving professionals within the customer service industry, kicks off its silver jubilee celebration in Las Vegas, Nevada. 25 Years of Shaping Customer Excellence, this year's event returns to Caesars Forum from June 19-22, 2023. CCW is powered by CCW Digital, a division of Customer Management Practice (CMP). Use the code CCWLV_P1N for 20% off all end user passes.


      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/ 

      21 min
    • Mastering the Customer Journey: Strategies for Leveraging CEC Channels, Analytics, and Technology with Kacey Tolua, Senior Director of CEC Technology, Channels, and Self-Service at Marriott International [Contact Center]

      Key Takeaways:

      • Effectively leveraging CEC channels is essential for creating a powerful omnichannel strategy and enhancing the entire customer journey.
      • Analytics plays a crucial role in driving decision-making and optimizing customer experience initiatives.
      • Understanding customer intent is vital for prioritizing the customer experience and aligning business strategies with customer needs and expectations.
      • Businesses should continuously adapt their strategies to evolving customer behaviors and preferences by leveraging technology and utilizing tools for learning.
      • Translating customer insights into actionable improvements is key to refining offerings and delivering exceptional customer experiences.
      • Prioritizing and supporting frontline employees is essential as they serve as the face of the brand and have direct interactions with customers.
      • Technological advancements and analytics can significantly improve understanding and meeting customer expectations, as demonstrated by success stories at Marriott International.
      • Marriott's unique approach of achieving 0% containment and working backward with technology brings benefits to the customer experience.
      • Kacey Tolua's induction into the CCW Hall of Fame is a well-deserved recognition, highlighting her contributions to the customer experience industry

        • Customer Contact Week is the leading event series dedicated to serving professionals within the customer service industry, kicks off its silver jubilee celebration in Las Vegas, Nevada. 25 Years of Shaping Customer Excellence, this year's event returns to Caesars Forum from June 19-22, 2023. CCW is powered by CCW Digital, a division of Customer Management Practice (CMP). Use the code CCWLV_P1N for 20% off all end user passes.


        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/ 

        26 min
      • The Key to Scaling Success: Balancing People, Processes, and Tools - Lydia Clayton, AVP Contact Center Operations of Cox Automotive [Contact Center]

        The Key to Scaling Success: Balancing People, Processes, and Tools - Lydia Clayton, AVP Contact Center Operations of Cox Automotive


        Key Takeaways:


        • Establishing a strong foundation is crucial for scaling success. Identify core capabilities, processes, and tools that support your organization's growth goals.
        • Striking the right balance between people, processes, and tools is an art. Understand the strengths of your workforce, automate tasks where possible, and select tools that enhance your processes.
        • Automation plays a vital role in achieving scalability. Automate repetitive tasks to improve productivity, reduce errors, and ensure consistent outcomes.
        • Embrace adaptability and continuous learning. The business landscape is constantly changing, and organizations must be agile to respond to market dynamics, customer needs, and technological advancements.
        • Scaling is an ongoing process. Continuously evaluate, optimize, and adapt your strategies to fuel long-term growth and maintain consistency in operations.


          • By applying these key takeaways, organizations can navigate the complexities of scaling and position themselves for sustainable growth and success in a rapidly evolving business environment.


          Customer Contact Week is the leading event series dedicated to serving professionals within the customer service industry, kicks off its silver jubilee celebration in Las Vegas, Nevada. 25 Years of Shaping Customer Excellence, this year's event returns to Caesars Forum from June 19-22, 2023. CCW is powered by CCW Digital, a division of Customer Management Practice (CMP). Use the code CCWLV_P1N for 20% off all end user passes.


          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/ 

          33 min
        • Tony Amante Schepers - Director of Operations and Customer Experience Success at Curbside Kitchen. [Customer Experience]

          Tony Amante Schepers is the Director of Operations and Customer Experience Success at Curbside Kitchen.

          • Success in customer experience is defined by creating meaningful and memorable interactions that exceed customer expectations, build trust, and leave a lasting positive impression.
          • When facing challenges in a CX leadership role, it's important to assess the situation, understand existing processes and culture, and identify quick wins to demonstrate the value of CX and gain support from leadership.
          • The first step for CX leaders is to listen—to customers, team members, and other stakeholders—so they can understand pain points and needs and develop a customer-centric strategy.
          • Trust is crucial in customer experience because it forms the foundation of a successful strategy. Building trust with customers creates loyalty, enhances satisfaction, and leads to long-term relationships.
          • Customer experience plays a role in different business stages—launch, grow, expand, mature, and potential decline. CX should adapt and evolve to meet the changing needs and expectations of customers at each stage.
          • Driving the customer experience initiative forward to meet business objectives requires aligning CX goals with broader business goals, focusing on key metrics, and effectively communicating the impact of CX on the bottom line.
          • When things don't go as planned in CX, it's important to be agile, adaptable, and responsive. Addressing complaints, learning from mistakes, and continuously improving are key to maintaining a positive customer experience.
          • The influence of books and people in customer service or experience can vary. It's essential to stay updated on the latest trends, industry insights, and best practices to continually enhance CX strategies.
          • To all customer service professionals, remember that every interaction is an opportunity to create a positive experience. Empathy, active listening, and a customer-first mindset are critical in delivering exceptional service and building lasting relationships.


            • Customer Contact Week is the leading event series dedicated to serving professionals within the customer service industry, kicks off its silver jubilee celebration in Las Vegas, Nevada. 25 Years of Shaping Customer Excellence, this year's event returns to Caesars Forum from June 19-22, 2023. CCW is powered by CCW Digital, a division of Customer Management Practice (CMP). Use the code CCWLV_P1N for 20% off all end user passes.


            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/ 

            35 min
          • Building a Thriving Work Environment: New Talent, Communication, and Care - Jennifer Bok, AVP of Technology Operations at Nationwide [Associate Care]

            Here are the key takeaways:

            • Unique Approach: Nationwide takes a unique approach to tackle technology problems by empowering entry-level talent. They provide team members with a pathway to successful careers beyond the contact center, allowing them to make a significant impact across various departments within the organization.
            • Talent Retention: Nationwide prioritizes the growth and career development of talented individuals. They recognize the potential of smart and capable individuals who may not have advanced past the initial interview stage for specific roles. Retaining and nurturing this talent is one of their top priorities.
            • Addressing Concerns: Nationwide addresses concerns related to costs, new technology implementation, and project management. They have strategies in place to ensure the growth and success of their talented team members.
            • Customer Service Experience: Customer service experience is highly valued at Nationwide. Spending time in customer service roles provides individuals with a deeper understanding of business dynamics. It equips them with valuable skills that can be carried into any field.
            • Learning from Industry Leaders: Nationwide explores innovative approaches to enhance the customer experience. They draw insights from industry leaders such as the Ritz Carlton and invest in training sessions on topics like forgiveness, gratitude, and emotional intelligence through partnerships with companies like Positive Foundry.
            • Fostering Team Growth and Development: Nationwide employs various approaches to nurture the growth and development of their team. They engage in activities like shadowing, gimbal walks, and one-on-one sessions to connect with team members on both group and individual levels. Strong leadership support and resource investment play a significant role in enabling team members to prioritize growth and development.
            • Building a Positive Work Environment: Nationwide emphasizes the benefits of bringing in new talent, effective communication through multiple channels, and demonstrating care and approachability as leaders. These elements contribute to a positive and engaging work environment where ideas flourish.


              By implementing these strategies, Nationwide aims to solve technology problems while empowering entry-level talent, fostering growth, and creating a supportive work culture.



              Customer Contact Week is the leading event series dedicated to serving professionals within the customer service industry, kicks off its silver jubilee celebration in Las Vegas, Nevada. 25 Years of Shaping Customer Excellence, this year's event returns to Caesars Forum from June 19-22, 2023. CCW is powered by CCW Digital, a division of Customer Management Practice (CMP). Use the code CCWLV_P1N for 20% off all end user passes.


              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/ 


              27 min
            • Mastering the Art of Tactful and Strategic Focus in Customer Service with Christine McHugh a renowned Org Effectiveness Consultant, Coach, Board Member, and Published Author [Customer Service]

              Christine McHugh is an executive coach, consultant, and former Fortune 200 leader with hands-on experience, including 27 years at Starbucks.


              As a coach, Christine partners with leaders looking to scale their organizations, bringing a wealth of experience in strategic planning, operations, and culture development. She is president of the board for the Green Apron Alliance, a global nonprofit organization for Starbucks alumni.

              • As a fellow runner, how does distance running align with Customer Service?
              • Similar to distance running, it is all about playing the long game. From your time in Customer Service, how important was it to focus both tactfully and strategically?
              • In running, there are times when things don't go as planned. What do you do next?
              • How important is personal development for you?
              • What does it mean to be a servant leader? Are you born with it or can you grow into one?
              • What does community mean to you?


                • Customer Contact Week is the leading event series dedicated to serving professionals within the customer service industry, kicks off its silver jubilee celebration in Las Vegas, Nevada. 25 Years of Shaping Customer Excellence, this year's event returns to Caesars Forum from June 19-22, 2023. CCW is powered by CCW Digital, a division of Customer Management Practice (CMP). Use the code CCWLV_P1N for 20% off all end user passes.


                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/ 

                33 min

              About Press 1 For Nick

              From the publisher's feed

              Learn from Leaders (Chick-fil-a, The Ritz-Carlton, Crumbl Cookies, Zappos, Google, and Disney), best-selling authors (Matt Dixon, Laura Gassner Otting, Kindra Hall, Joey Coleman), and other fascinating people like Hostage Negotiators, Authors, Scientists, TEDX Speakers, and Researchers.