Press 1 For Nick

Effort is the Master Switch - Alex Hutchinson, author of Endure: Mind, Body, and the Curiously Elastic Limits of Human Performance [Running Experience]

This episode will be talking about his latest book ENDURE: Mind, Body, and the Curiously Elastic Limits of Human Performance.

In what role does the brain play in a race?
Does your cognitive development correlate to your physical development?
Fatigue: Inability to continue vs sense of effort
What about refocus or concentration? Explain the last lap kick? 
What is brain endurance training and how does it work?
What role does Oxygen plan in endurance?
How do you apply endurance in the workplace 

ABOUT NICK GLIMSDAHL
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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/ 

Managing Patient Expectations: The Key to Exceptional Healthcare Experiences - Valerie Choniuk [Patient Experience]

In this podcast, Valerie Choniuk, a patient experience executive with twenty years of experience in healthcare, shares her insights on creating exceptional patient experiences by managing patient expectations. She emphasizes that patient experience is subjective and influenced by personal perception, biases, and expectations, and logical solutions alone are not enough to transform healthcare experiences. A psychological approach is required to drive change. Valerie highlights the importance of acknowledging and addressing the same challenges that have plagued patient experience for the past two decades, and providing patients with options to make them feel empowered and less frustrated. She also stresses the need for consistent actions in human behavior, rather than simply words on a screen or signage, to set and manage patient expectations, especially in more ambiguous situations. Valerie believes that exceptional patient experience can be life-changing for patients, their families, and caregivers. Her coaching experience with junior Olympic athletes in volleyball has taught her that a coaching style centered on the idea of will over skill and the need to build psychological safety to win is essential, and this applies to healthcare as well.

ABOUT NICK GLIMSDAHL
Subscribe to my bi-monthly newsletter

Find Press 1 For Nick on YouTube
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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/ 

The Best Way to Deliver Information is Through Storytelling - Kerry Bodine [Customer Experience]

In this podcast episode, Kerry Bodine, author, speaker, and customer experience thought leader, shares her insights on building unified and profitable customer experiences from within an organization. She emphasizes the importance of not making decisions based on flawed assumptions and instead using aggregate/real-life storytelling to solve problems and deliver information. Kerry also stresses the need to get buy-in across the organization by showing how customer experience impacts business outcomes. She notes that while most companies believe they deliver a great experience, customers often disagree, and organizations should examine whether they have delivered on their mission, vision, values, and brand attributes. Finally, Kerry provides insights on getting in front of relationship management and delivering exceptional customer experiences. As the CEO of Bodine & Co., Kerry believes that creating great customer experiences requires new ways of working and thinking and that unified and profitable customer experiences must be built from within an organization.

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

Building a People-Centric Organization: Insights from Barton Malow [People Centric]

Barton Malow, a construction company, emphasizes the importance of being a people-centric organization for success. They have transitioned to a Lean organization and promote mental health in the workplace. They focus on consistency in project delivery and are gathering feedback to improve the team member experience. Their core values of integrity, partnership, and empowerment reflect their belief in building with the American spirit, people, projects, and communities. They are committed to providing a supportive and inclusive workplace where team members can thrive.

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 the difference between behavioral attributes and personas?
Is human behavior predictable? 
Why should you embrace irrationality when interacting with customers? 
What's the difference between conducting a good conversation and building relationships?
What makes Customer Lifetime Value the indispensable measurement for marketers?
What are the masters of retention doing better than others? 
What is the importance of storytelling when it comes to data?

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/ 

The Importance of Emotional Engagement in Customer Experience and Sports with Gregorio Uglioni [Customer Experience]

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/ 

Rick opened the first City Barbeque in 1999, they thought we wanted to serve folks the best barbeque they’d ever had—but it didn’t take long for them to realize they wanted to serve more than just great food. Today, their goal is to serve and create happiness.

Rick opened the first City Barbeque in 1999, they thought we wanted to serve folks the best barbeque they’d ever had—but it didn’t take long for them to realize they wanted to serve more than just great food. Today, their goal is to serve and create happiness.

Before you opened a City BBQ, you started out entering BBQ Competitions. Tell me about that? 

When you decided to open City BBQ, and it wasn't a seamless start, but you begin to get orders, and what did you do to meet expectations and deliver on your promise?

What I like about City BBQ is the consistency I get at every location and not just the quality of food, but the people and atmosphere. I read online that you train your employees to treat every person who walks into a City BBQ as a guest in your home. I love that. How else are you building and training your teams to create a consistent experience across every location?

As you grow how has the organization had to adapt to culture and systems to meet demand and expectations?

One of City Barbeque's core values is serving its communities, teammates, and neighbors. What does that mean to you?

What have been keys to City BBQ’s growth?

ABOUT NICK GLIMSDAHL
Subscribe to my weekly newsletter
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LISTENER SUPPORT
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/ 

Amy Shore is Executive Vice President and Chief Customer Officer for Nationwide. In this role, she is accountable for developing and executing Nationwide’s customer strategy to maximize customer acquisition and drive retention to ensure that Nationwide delivers on its mission. In addition, Amy is responsible for managing Nationwide’s corporate real estate and aviation departments. 

Join us as we welcome Amy Shore, Executive Vice President and Chief Customer Officer at Nationwide, to discuss her role in developing and executing the customer strategy. As a first-gen college student and governor appointed trustee at Bowling Green State University, Amy shares her journey and how she navigates impostor syndrome. 

Discover how Nationwide uses data and storytelling to drive decisions and connect with customers through the State of the Customer Report and Mission Moments that matter program. Learn about their customer feedback management platform, utilizing NLP and machine learning, to improve customer service and track sentiment. 

Discover how Nationwide's employee retention is better than pre-pandemic and how they address high attrition rates. Tune in for valuable insights on purposeful communication and creating a clear connection to the mission statement.

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/ 

Alex Frommeyer - Founder/CEO Beam Dental [Member Experience]

Explains how Dental Insurance was broken

How Beam Dental reduced effort to create a better Member Experience

The importance of culture and core values 

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/ 

Navigating Customer Experience Challenges with Empathy: Insights from Whirlpool's Customer Service Approach, Simone Silva [Empathy]

In this episode, we talk to a Simone Silva. She is the Sr. Director, Head of Consumer Services at Whirlpool Corporation.  We talked about their approach to supporting customers through challenging times. We explore the buying process that customers go through and how Whirlpool supports them on their journey. We also discuss how the company has made decisions that support the customer experience, even when those decisions aren't the most popular.

We learn about Whirlpool's commitment to keeping all customer service reps in the US mainland, and how this supports their focus on empathy and empowering employees to help customers. We also discuss how the company focuses on sharing customer success stories, including heartwarming stories like wedding invitations and pictures of babies.

Simone shares how Whirlpool's Veterans Association supports military customers, and we discuss what factors customers consider when making a purchase, such as family size and technology. 

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/