PODCAST

Press 1 For Nick

CX of M Radio

Learn the stories and skills of the world’s most brilliant and interesting Customer Experience and Customer Service Leaders. On this podcast, Customer Service and CX expert Nick Glimsdahl, and his guests – each with a unique wealth of knowledge – include leaders from a variety of backgrounds and industries. 𝐆𝐄𝐓 𝐂𝐎𝐍𝐍𝐄𝐂𝐓𝐄𝐃: 🌍 LinkedIn: https://www.linkedin.com/company/press-1-for-nick/ 📹 Subscribe to the channel: https://www.youtube.com/c/Press1ForNick 🐦 Twitter: https://twitter.com/Press1ForNick
Fred Reichheld - Founder of the NPS [NPS]
Fred Reichheld is the creator of the Net Promoter system of management, the founder of Bain & Company’s Loyalty practice, and the author of five books including the New York Times bestseller The Ultimate Question 2.0. He is currently a fellow and senior advisory partner at Bain, where he has worked since 1977. According to the New York Times, Fred “put loyalty economics on the map.” The Economist refers to him as the “high priest” of loyalty. What is one thing people might not know about you?How are people/companies implementing NPS the wrong way? What is the right way?How has NPS evolved?What is the relationship between love and loyalty?What happens when customers feel love from a company?What is the power of a recommendation?Why should companies focus on frontline team leaders?What does it take to be remarkable? Which companies do this well?How does persistence provide a foundation for building loyalty?Why is it that only 10% of executives believe the primary purpose of the business is to enrich customers' lives?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***Nick's NEW book: Reasons NOT to Focus on CX is now available at Barnes & Noble.***LISTENER SUPPORTSupport 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/
3d ago
30 mins
Jeannie Walters - Global Keynote Speaker, Trainer, and workshop leader, CEO & Chief Customer Experience Investigator at Experience Investigators [Customer Service Blue Printing]Nathan Foy, Author, What Rich Clients Want But Won't Tell You [Client Experience]
Nathan Foy, Author, What Rich Clients Want But Won't Tell You [Client Experience]He is the Founder and CEO - Fortis Riders and author, What Rich Clients Want But Won't Tell You.What are the criteria to become a client? How do the affluent think differently?Is great service enough for your clients or do they demand more?What is the true impact of exceptional service?I’m sure there are plenty of unique differences between your clients, but what do they have in common?What happens when clients trust you? Is it only about trust or is there more?What do you do at Fortis to inspire loyalty?You mention in the book "Your ability to adapt to changes, adopt the right solutions, and solve problems rapidly will largely determine your future success." Is this something you had to learn?A lot of companies dismiss potential clients who they think might be hard to please, but you encourage companies to take on the difficult clients. Why is that?How can my listeners Adopt a High-Performance MindsetHow would the world suffer if Fortis failed to do your job?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***Nick's NEW book: Reasons NOT to Focus on CX is now available at Barnes & Noble.***LISTENER SUPPORTSupport 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/
Jan 12 2022
32 mins
Chris Voss CEO & Founder of The Black Swan Group Ltd Author of Never Split The Difference: Negotiating As If Your Life Depended On It [Negotiation]
Chris Voss is the CEO & Founder of The Black Swan Group LtdAuthor of Never Split The Difference: Negotiating As If Your Life Depended On It.Chris founded the Black Swan Group, in 2008 upon his retirement from the FBI where he was the FBI’s lead international kidnapping negotiator. Chapters of this episode: 0:00 – Introduction 0:53 – What is one thing people might not know about you? 2:43 – How long do you have to make that first impression? 4:30 – How did you make your first impression count? 6:35 – How do I get the customer who is fired up to calm down and get them to trust you? 16:05 – What is the power of an open-ended question? 22:31 – How do you continue to push somebody to the limit, but still gain their trust? 25:31 - What is mirroring and why it works? 29:48 - What is the beauty of silence? 32:25 - How do you get comfortable being uncomfortable? 33:33 - What is the importance of visualization? 34:51 - How to get what you want when things are lopsided? 40:30 - What tactics should a Customer Service Rep use to diffuse a frustrated customer? 41:00 - Why you shouldn't say I'm Sorry in Customer Service. 45:15 - What book or person has influenced Chris in the past year? 47:06 - If you could leave a note to all Customer Service Representatives’ Desk, what would it say? 48:39 - Learn about the Black Swan Group, Ltd.***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***Nick's NEW book: Reasons NOT to Focus on CX is now available at Barnes & Noble.***LISTENER SUPPORTSupport 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/
Jan 10 2022
46 mins
Jillian Benbow - Co-Host of The Community Experience [Community Experience]
Jan 5 2022
38 mins
Marcus Sheridan [They Ask, You Answer]Scott Jeffrey Miller - Author, Podcast Host, Keynote Speaker [Leadership Experience]
Scott Jeffrey Miller - Author, Podcast Host, Keynote Speaker [Leadership Experience]Scott Jeffrey Miller currently serves as the Special Advisor on Thought Leadership for the FranklinCovey Company and is the host of their weekly podcast series, On Leadership with Scott Miller. Additionally, Scott is the prolific author of numerous books, writes a column for Inc. Magazine, and keynotes for clients around the world.QuestionsTell my listeners about your book Master Mentors. You pull from 30 guests from your podcast. Why these 30?I've had the ability to have so many amazing guests on my show, and I learn and grow from all my guests. At the very beginning of the book, it says Master Mentors guarantees you will experience a transformative shift in your personal mindset, life skill set, and career toolset. With that in mind, how has this book transformed your personal mindset, life skill set, and career toolset?I love that each chapter has a question because I believe this world needs to ask bigger questions. Which question was your favorite?What has been your favorite question you keep coming back to? Why?Which guest surprised you the most?Tell me more about your dinner parties? How did this start? Who do you invite? What's the goal?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport 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/
Dec 29 2021
43 mins
Jeb Dasteel [Customer Experience]Tony Amante Schepers - Director of Operations and Customer Experience Success at Curbside Kitchen. [Customer Experience]
Tony Amanta Schepers is the Director of Operations and Customer Experience Success at Curbside Kitchen.How do you define success in CX?So many CX leaders have started in a new role and quickly hit a wall or aren't “moving the needle fast enough” to appease leadership. What guidance/advice would you have for these CX leaders?What's the first thing they should do?Why is it so important to earn trust first?There are different business stages like launch, grow, expand, mature and potential decline. How does CX play a role in each step? Curbside Kitchen examples?Customer Experience is great, but how do you drive the initiative forward to meet business objectives?Mike Tyson famously said: "Everyone has a plan until you get punched in the face". I believe the same is true in CX, meaning, it doesn't matter how perfect the plan is, someone is going to complain about something or maybe you don't hit expectations. What happens when things don't go as planned?What book or person in customer service or experience have influenced you the most in the past year?If you could leave a note to all customer service professionals, what would you say?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport 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/
Dec 22 2021
34 mins
Ryo Zsun - The Culture Mystro at Zappos [Zappos Experience]
Ryo Zsun is the Culture Mystro at Zappos and leads campus tours. He is a stellar example of what a zapponian really means. His adventure started in the Zappos Café as a Barista, the following year he joined the elite Zappos Customer Loyalty Team [ZCLT] WOWing customers in their call center.In 2014, he joined an amazing team known as The Zappos Culture Guides, giving tours 4 times a day to guests from all over the world who come to visit our Zappos HQ to see what their culture looks like in action.Present-day, you’ll find Ryo traveling & sharing his personal stories, experiences, and passion for company culture & customer service as a keynote speaker for Zappos Insights, Inc.What’s one thing people might not know about you?As the world is in a mad dash to find the right gifts, how is Zappos helping their customers out? [Holiday Help]Does everyone needs to participate in Holiday Help?What stories do you have from your Holiday Help time?I’m sure there are ideas the come with ways to improve the customer experience while on Holiday Help, so how do they go about that?What ideas have come up that you’ve implemented? [Ask Anything, Zappos Adaptive program]You talk about the importance of wowing your customers, but do you also wow your employees or business partners?Customer service doesn’t always go perfect, so what are a couple of stories you have when Zappos righted a mistake?Last year, you implemented Virtual Santa, which you are doing again this year, can you tell my listeners more about that?What book or person has influenced you the most in the past year?If you could leave a note to all CSRs, and it would hit their desk Monday at 8 am, what would it say?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport 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/
Dec 20 2021
30 mins
Rick Malir - CEO and Co-Founder at City BBQ [Guest Experience]
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 GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport 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/
Dec 15 2021
37 mins
[REPLAY] Jesse Cole [Fan Experience]Jay Baer - Marketing and Customer Experience Expert [Talk Triggers]
Jay Baer brings 27 years of marketing and customer experience expertise and has worked with more than 700 companies, including 36 of the FORTUNE 500. In his keynotes and webinars, Jay teaches how to grow businesses by giving customers a differentiated experience they notice and talk about.What is one thing people might not know about you?How do you succeed in marketing and communications today?What are talk triggers?What are the different types of talk triggers? Should my listeners you every type per interaction?How do customers feel when companies have inconsistent experiences?Why should leaders experience their business as a consumer does? Should you keep an eye out for what your competitions customers are saying?Why does trust matter more than truth?What book or person in customer service or experience have influenced you the most in the past year?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport 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/
Dec 8 2021
31 mins
[REPLAY] David Avrin [Customer Loyalty]Dr. Frederic Bertley - President at COSI [Science Experience][REPLAY] Leslie O'Flahavan [Consistent Communication]Brian Solis - Global Innovation Evangelist at Salesforce [Marketing]Jerry Campbell - Director, Customer Workflows-Leading Practices at ServiceNow
Jerry Campbell - Director, Customer Workflows-Leading Practices at ServiceNowWhere does the Customer Experience Start?Why is it important to involve your employees in the decision-making process to deliver great CX?What specifically should the employee be involved with? Should they have an input in technology selection, onboarding, operations, marketing? Where does it stop?Let's talk about Technology next. Why do most companies feel that technology is always the solution?What happens if the technology is too complex or not integrated correctly? What does that do to morale or productivity?What makes CX professionals agents of change? How is that different than other leaders in the organization?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport 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/ v
Nov 22 2021
33 mins
Charlie Godfrey - Senior Director at Genesys [Empathy]
Charlie Godfrey is the Senior Director at Genesys.01:00 What is one thing people might not know about you?01:50 Can you have Empathy with Technology?02:43 A lot of people talk about Empathy, but how do you make it real?10:50 What is the difference between Empathy and Sympathy?13:07 Can Empathy be taught?17:23 Should you deliver Empathy to your Customers or Employees first?Where do people fail with Empathy?20:07 How does empathy align with CX?24:50 Is it possible to have empathy at scale? Do you need tech involved?28:46 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?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport 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/
Nov 17 2021
34 mins
Carolyne Truelove - Head of Global Fan Experience at Fanatics, Inc. [Fan Experience]
Fanatics Carolyne Truelove is the Head of Global Fan Experience at Fanatics, Inc. Fanatics is changing the way fans purchase their favorite team apparel, jerseys, headwear, and hard goods through innovative, tech-infused approach to making and selling fan gear in today's on-demand, mobile-first culture. Fanatics offers the largest collection of timeless and timely merchandise whether shopping online, on your phone, in flagship stores, in stadiums, or on-site at the world's biggest sporting events. 01:20 What is one thing people might not know about you?03:26 What is it that you do as the Head of Global Fan Experience at Fanatics?04:46 At Fanatics, you have Athletes and a Coach. Is it a play on sports or something else?06:45 Tell me your culture at Fanatics?08:35 Does that improve retention?12:01 How do partnerships with internal teams improve the Fan Experience? (Effortless Tools, Self Service)17:12 What makes the Fan Experience so unique at Fanatics?How do you measure the fan experience?19:47 How are you using this data to improve the fan experience?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport 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/
Nov 15 2021
31 mins

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