Press 1 For Nick

In this engaging podcast episode, join host Nick Glimsdahl as he sits down with Shantanu Das, the GM and Head of Global Frontline Customer Experience at Wayfair. Discover the secrets behind Wayfair's remarkable journey in delivering exceptional customer experiences and unlocking the true power of customer satisfaction.

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.

Episode Highlights:

Understanding the Significance of Customer Happiness and Loyalty:
Explore why customer happiness and loyalty are pivotal to business success, emphasizing the customer-centric approach that drives Wayfair's operations.

Analyzing Customer Data for Meaningful Improvements:
Gain insights into the importance of analyzing both explicit feedback and implicit signals to truly understand customer happiness. Learn how connecting the dots between what customers say and what they don't say can drive actionable improvements.

Leveraging Net Promoter Score (NPS) to Measure Customer Happiness:
Discover how Wayfair utilizes Net Promoter Score (NPS) as a leading indicator of customer happiness. Learn about their approach to breaking down the customer journey into various components, enabling measurement and improvement of customer satisfaction.

The Evolving Power of Analytics in Customer Experience:
Understand the significant role that analytics plays in linking different aspects of the customer journey. Discover the importance of breaking down data silos within organizations and using data-driven insights to enhance the customer experience.

Architecting Data Systems for Holistic Customer Insights:
Dive into Wayfair's focus on architecting source data systems to facilitate the flow of data across different domains like supply chain, customer service, and marketing. Uncover how this holistic view of the customer experience enables meaningful actions based on data insights.

Aligning Actionable Insights with Business Objectives:
Explore Wayfair's approach to aligning actionable insights with overarching business objectives, ensuring meaningful results. Discover the single-thread owner structure employed by Wayfair to break down objectives into department-level goals.

Collaboration and Customer-Centric Culture:
Learn how collaboration and cross-functional communication form the backbone of Wayfair's approach, allowing customer problems to be addressed holistically across the organization. Discover the importance of a customer-focused culture and data-driven decision-making.

The Role of Conversational AI in Customer Problem Solving:
Delve into Wayfair's focus on leveraging Conversational AI to solve customer problems across different departments and use cases. Explore the potential for AI technology in enhancing the customer experience.

Customer Focus as a Core Principle:
Gain insights into Wayfair's emphasis on integrating customer focus as a core principle of their operations. Explore how they track metrics like Net Promoter Score (NPS) to measure and improve customer satisfaction.

Addressing Challenges of Virtual Shopping Experiences:
Uncover hints about Wayfair's approach to tackling the unique challenges associated with virtual shopping experiences. Learn how they adapt to meet customer expectations in the e-commerce space.

Conclusion:
Join Nick Glimsdahl and Shantanu Das in this thought-provoking podcast episode as they shed light on Wayfair's remarkable journey in customer experience. Gain valuable insights into the importance of customer happiness, the power of analytics, and the need for organizations to break down data silos for actionable improvements. Discover how Wayfair's customer-centric culture and innovative strategies pave the way for exceptional customer satisfaction.

ABOUT NICK GLIMSDAHL
Subscribe to my bi-monthly newsletter
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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/ 

How to Solve Problems with E-Learning - Marc Havercroft, President at Go1 [E-Learning]

Their purpose (and passion) is to rekindle people’s love for learning, reigniting their childlike insatiability for new knowledge and experiences. They make learning simple, accessible, convenient, and comprehensive. Our platform consolidates all the types, topics, and formats of learning material available, making it easy to access and intuitive to use. They are the World’s Most Popular Corporate E-Learning Solution.

Brian Kaufman is the Director of Customer Experience at Bespoke Post, where he’s helped scale the team from 3 agents in 2017 (he was one of them!) to nearly 60 agents today. Bespoke Post was recently named Best in Class Contact Center at the 2021 CCW Excellence Awards, and Newsweek listed Bespoke Post among the top Subscription Box customer experience companies for 2020 and 2021. Prior to joining Bespoke Post, Brian spent more than 5 years as a television sports anchor/reporter in various news markets across the country.

Congrats on your new role. Give my listeners a recap of GO1 and your new role.
Take me through the first week at GO1. What was your goal? Interface: what do you deliver and the customer experience
Have you talked to your clients?
What questions are you asking the employees and customers?
Why should a company culture reflect its purpose and drive?
Why should learning be a lifelong process?
How does Go1 use intelligence to offer user recommendations based on users’ preferences?

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/ 

Stephen Trzeciak. He is a physician-scientist, Chief of Medicine at Cooper University Health Care, and Professor and Chair of Medicine at Cooper Medical School of Rowan University in Camden, New Jersey.  Dr. Stephen Trzeciak is a specialist in intensive care medicine and a clinical researcher with more than 120 publications in the scientific literature. Dr. Stephen Trzeciak is the co-author of two books, Compassionomics: The Revolutionary Scientific Evidence that Caring Makes a Difference, and Wonder Drug: 7 Scientifically Proven Ways That Serving Others Is the Best Medicine for Yourself, which we will talk about today.  Stephen Trzeciak’s mission is to raise compassion and service to others globally, through science.

Tell me about this Wonder Drug that helps people live longer, gives you more energy, better sleep, less depression and anxiety, more happiness, and success?

Some of my listeners might say, this is too good to be true. So, how does the data back this up?

What are the side effects of this wonder drug?

How does serving activates the reward centers in the brain?

How much serving others does it take to activate these rewards?

What advice do you have for the company when it comes to giving back to the communities they work/live?

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/ 

Why Brands Need To Be more Human - Ilenia Vidili, Customer-Centricity Advisor [Customer Centricity]

She is a passionate customer-centricity advisor, author, and keynote speaker. She has been inspiring leaders and C-level executives of world-class organizations on embracing customer-centricity as the key to unlocking the future of business. Driven by bringing humanity to business, her mission is to see a brighter future—where companies embrace a higher purpose, create value for all stakeholders, and contribute positively to society. She is the author of Journey to Centricity: A customer-centric framework for the era of stakeholder capitalism. 

Buy here book: https://amzn.to/3J1d82R

Why do brands need to be more human?
How can you shift your focus to bring more humanity into companies?
How can my listeners connect emotionally with customers?
What does a strong community have to do with brand purpose and trust?
What makes a company trustworthy?
What makes empathy one of the most important competencies of emotional intelligence
How can companies embed empathy into the entire organization
Where should it start?
Can empathy be taught?
For the listeners who aren't quite convinced empathy matters, what data do you have to change their minds?
Why do brands need to be more human?

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/ 

Jennifer Karen is the Patient Experience Officer at BJC Healthcare and an industry leader in HealthCare experience strategy. Jennifer is an active member and advisor to national and international organizations and Boards. She is a fire starter inspiring a culture of service excellence, hospitality, ownership, and results across the globe.

What does patient experience mean to you? 1:13.868 – 1:49.720
How can you give your patient their best life? 2:04.793-3:26.103
What questions are you asking your patients? 4:03.542 – 4:56.363
How important is it to have compassion in the patient experience? Why? 5:33.771 – 8:01.393
Can compassion be taught? 8:18.261 – 9:09.797
Why is compassion not taught in school? 9:18.735 – 10:09.064
If the world of academia was listening to this episode right now, what would you tell them about compassion? 10:29.044 – 11:14.012
How important is it to know the patient’s journey? 11:45.060 – 12:49.967
Have a Compassionate Mindset – [Don’t make your patients wait] 14:17.664 – 15:34.118
On a prior conversation you mentioned that your professionals have coaches, so why is that so important? 15:53.417 – 16:25.891
Why All clinicians should have coaches - A good coach will help the patient and human experience 17:32.468 – 19:19.741
How does listening change patients’ behavior? 19:59.292 – 21:58.134
23:41.293 – 24:16.533 How to use visualization to improve Healthcare
How can you check your bias before listening? 25:02.908 – 26:06.628
If you could leave a note to all customer service professionals, what would you say? 29:19.711 – 30:02.351

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/ 

Tom DeWitt - Director - CXM@MSU at Michigan State University, President - CX of M - Michigan's Association of Customer Experience Professionals [Education]

CXM@MSU: Conferences, Companies, Action Teams, Roundtables, Mentorship
What is the role of the collaborative?
What does the Master's Degree entail?
What is the goal for enrollment?
Who do you believe might be a good fit?

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/ 

Listening with Purpose: Expert Insights from Julian Treasure on Enhancing Customer Service [Listening]

In this engaging episode, renowned speaker and author Julian Treasure shares invaluable insights on how to improve your customer service skills by listening with intention. Uncover the key strategies and techniques used by top performers in the industry and learn how to implement them in your own interactions with customers. Whether you're a seasoned professional or just starting out in customer service, this podcast is a must-listen for anyone looking to take their skills to the next level. Don't miss out on this opportunity to gain a competitive edge and make a lasting impression on your customers.

1:50 Why do we take hearing for granted?”

4:08 How can my listeners hear better?

7:10 Why are you giving me so much attention! Is about increasing your consciousness?

7:45 Another crucial topic you discuss in your book is inner listening, so how does that play a role in our relationships with ourselves?

10:10 How does it make people feel when they realize they are no longer that voice?
11:39 This is so impactful on the power of listening. Can you re-train your inner voice?
12:59 How can people in Customer Service listen with intention?
17:00 How do most people feel when they are interrupted?
19:33 What is the beauty of silence?
22:12 Why do companies hire on listening, but they don’t reward on listening. What is that?
23:42 What would you say to someone who leads customer service and says “Well, that’s great Julian, but how do I score on listening?”

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/ 

Ryan Hawk - Host of The Learning Leader Show, Author: The Pursuit Of Excellence [Success]

What does trust mean to you?
How does listening build trust? What does it mean to listen with your eyes?
What is the difference between success and excellence?
How should my listeners pursue excellence?
How do you feel when people say "Follow your passion"? What should we do instead?
What makes mindset important when it comes to success?
You said in the book "Devote yourself to the process of doing things well, and good outcomes will find you". How do you apply this to your success podcasting?

***

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/