Press 1 For Nick

Press 1 For Nick

By Press 1 For NickBusiness
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Press 1 For Nick episodes

  • Exploring the Connection Between Love and Loyalty - Fred Reichheld [NPS]

    Exploring the Connection Between Love and Loyalty - Fred Reichheld [NPS]

    Fred Reichheld is the creator of the Net Promoter system of management, founder of Bain & Company’s Loyalty practice, and author of several books.

    Some people and companies implement NPS the wrong way by treating it as a score rather than a system, focusing on the number rather than the customer relationship.

    The right way to implement NPS is by treating it as a system, focusing on building customer relationships, and using the score as a means to an end rather than an end in itself.

    NPS has evolved to include different methods of measuring and acting on customer feedback.

    Love and loyalty are closely related, as customers who feel loved by a company are more likely to be loyal and to recommend the company to others.

    Companies that focus on frontline team leaders are more likely to succeed in building customer loyalty.

    To be remarkable, companies must provide a unique and valuable customer experience.

    Persistence is key to building customer loyalty over time.

    Only 10% of executives believe the primary purpose of the business is to enrich customers' lives, highlighting a need for more customer-centric thinking in business.



    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/ 

    31 min
  • Mastering the Art of Empathy in Customer Service: An Insightful Interview with Brittany Hodak [Super Fans]

    In this episode, we discuss the importance of creating a strong customer experience (CX) with Brittany Hodak, the author of "The Superfan Revolution: How to Create Fans Who Will Carry Your Brand Through the Long Run."

    Brittany presents a framework for creating a strong CX using the acronym "SUPER"

    According to Brittany, the framework is designed to be simple and easy to remember, with the goal of becoming a shared language or system for a team. She emphasizes the importance of empathy and active listening in the customer experience and points out that the overall brand perception is formed by the interactions with all team members, not just the logo and branding. The goal of this framework is to guide companies to create customers who are "superfans" and will carry the brand in the long run.

    Key Takeaways:

    Empathy and active listening are crucial to creating a strong customer experience.

    Create a shared language or system for the team for customer experience

    Personalize the experience for individual customers

    Go above and beyond customer expectations to create over-the-top experience

    Respond and recover from issues quickly.


    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/ 


    40 min
  • Maximizing Innovation Through Customer Feedback: The Key to Success -Sasha Gainullin - CEO @ battleface [Customer Expectations]

    Maximizing Innovation Through Customer Feedback: The Key to Success -Sasha Gainullin - CEO @ battleface [Customer Expectations]

    In the spring of 1999 for 4 months, you were a Customer Service Representative. What did you learn and what have you taken with you over the next 23 years?

    How is CS the essence of battleface? Once you stop listening to the customer, then you can't stop innovating.

    What does it mean to have a battleface?

    I read a Forbes article where you talk about how outdated the travel insurance industry has become. How was it outdated and how is battleface different?

    What does it mean to be a humanity-focused travel insurance company?

    How do you listen to customers at battleface?


    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/ 

    29 min
  • Jim Donald: The Change Agent and Storyteller Behind Turnaround Companies [Human Experience]
    Jim Donald: The Change Agent and Storyteller Behind Turnaround Companies [Human Experience]
    Meet Jim Donald, a top 25 CEO in the world and the co-chairman of the Albertson Company. With 48 years of experience in the retail industry, Jim is known as a "change agent" or "fixer" who turns around struggling companies by working with the front-line employees. In this video, Jim shares his leadership philosophy, which emphasizes the importance of communication, caring culture, and storytelling. Join us as we listen to his inspiring story of how he used a fish as a storytelling tool to help turn around a company and how he celebrates small successes to engage and motivate employees.
    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
  • Insurance Industry Insights: Risa Lovell's Journey from Culinary to Customer Service [Customer Service]
    Insurance Industry Insights: Risa Lovell's Journey from Culinary to Customer Service [Customer Service]
    Optimizing the Customer Experience: Insights from Psychological Decision Making with Colin Shaw
    Colin Shaw, the speaker, has been researching the question of human decision-making for the past 10 years.
    He states that despite our belief that we are logical animals, human beings make strange decisions and are influenced by various factors.
    This applies in the customer experience space, whether in the B2B or B2C marketplace.
    Shaw mentions that there are many topics covered in the podcast, but mentions one specific topic of the difference between intuitive and rational thinking.
    He mentions Professor Daniel Kahneman, who won the Nobel Prize for behavioral economics, and gives the example of deciding whether to eat a bar of chocolate as an example of intuitive and rational thinking.
    The intuitive part of the brain is the impulse part, which makes quick decisions, and the rational part is when people think about a decision before making it.
    Colin Shaw and Nick Glimsdahl discuss how people process and act upon information
    Colin states that processing information is automatic in the sense of the intuitive, while the rational process requires physical effort
    Examples are given such as learning to type, where initially it was a conscious effort but eventually became an intuitive act, and driving home, where one may not remember the act of driving, but their intuitive system drove them home
    Nick agrees and adds that many people have experienced taking the wrong exit while driving due to their intuitive system
    The concept of the intuitive system being in control during certain actions, such as driving, is discussed and considered as fascinating and potentially concerning.
    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
  • Jon Picoult Explores the Distinction between Customer Experience and Customer Service in Podcast [Customer Experience]
    Jon Picoult - Customer Experience Expert | Author of "From Impressed To Obsessed" [Customer Experience]
    He is the founder of Watermark Consulting and a leading expert in customer and employee experience. He has advised C-Suite leaders at some of the world’s foremost brands, helping companies capitalize on the power of loyalty – both in the marketplace and in the workplace. Today, Jon joins us to talk about his fascinating new book, “From Impressed To Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong Fans.”
    The opening line of your new book, says: “If you’re aspiring to satisfy your customers, then you are aspiring to mediocrity.” That seems to contradict a fundamental business tenet with which we’re all familiar, namely, that customer satisfaction is key. Why should we all rethink that?
    Your book talks about how customer experience is really an exercise in memory-shaping. Can you explain what you mean by that, and the implications it has for how businesses engage with customers?
    What’s the difference between customer experience and customer service? Are those terms interchangeable?
    Many companies these days are struggling to hire workers. If employees are a type of customer, what about employment candidates? Should
    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
  • Optimizing the Customer Experience: Insights from Psychological Decision Making with Colin Shaw [Decision Making]
    Optimizing the Customer Experience: Insights from Psychological Decision Making with Colin Shaw
    Colin Shaw, the speaker, has been researching the question of human decision-making for the past 10 years.
    He states that despite our belief that we are logical animals, human beings make strange decisions and are influenced by various factors.
    This applies in the customer experience space, whether in the B2B or B2C marketplace.
    Shaw mentions that there are many topics covered in the podcast, but mentions one specific topic of the difference between intuitive and rational thinking.
    He mentions Professor Daniel Kahneman, who won the Nobel Prize for behavioral economics, and gives the example of deciding whether to eat a bar of chocolate as an example of intuitive and rational thinking.
    The intuitive part of the brain is the impulse part, which makes quick decisions, and the rational part is when people think about a decision before making it.
    Colin Shaw and Nick Glimsdahl discuss how people process and act upon information
    Colin states that processing information is automatic in the sense of the intuitive, while the rational process requires physical effort
    Examples are given such as learning to type, where initially it was a conscious effort but eventually became an intuitive act, and driving home, where one may not remember the act of driving, but their intuitive system drove them home
    Nick agrees and adds that many people have experienced taking the wrong exit while driving due to their intuitive system
    The concept of the intuitive system being in control during certain actions, such as driving, is discussed and considered as fascinating and potentially concerning.
    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/
    43 min
  • Creating Thriving Workplaces with Tamara Myles: The Importance of Meaningful Work and Positive Culture
    In this episode, Nick Glimsdahl talks with Tamara Myles, a positive psychology researcher and instructor, about how companies can create thriving workplaces that support the well-being of their employees. Tamara discusses the importance of eliminating toxic cultures and the role of meaningful work in enabling individuals to thrive. She also shares some practical steps that companies can take to foster positive cultures and promote the well-being of their employees.
    Key takeaways:
    Toxic cultures are the number one cause of turnover, and it's important for companies to address and eliminate toxicity in their workplaces.
    While eliminating negativity is important, it's not enough to enable thriving; it's also important to create positive, supportive environments that enable individuals to learn, grow, and feel a sense of belonging and meaning.
    Some practical steps that companies can take to foster positive cultures and promote employee well-being include providing opportunities for learning and growth, valuing diversity and inclusion, and promoting work-life balance.
    Links:
    Read Tamara Myles' article "Creating Thriving Workplaces: The Surgeon General's Call to Action" at https://www.hbr.org/
    Learn more about positive psychology and its applications in the workplace at https://www.tamaramylesteam.com/
    Follow Tamara on Twitter at https://twitter.com/tamaramyles
    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/
    36 min

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