Press 1 For Nick

Genefa Murphy - Chief Marketing Officer at Five9 [Marketing / Contact Center] She talks about: · The similarities between marketing and the contact center · The importance of being predictive instead of prescription in sales, marketing, and customer service · The difference between brand loyalty and brand intimacy The book that has influenced Genefa the most in the past year: ✔️ Innovation Stack:...

Jason Bradshaw - Chief Customer & Marketing Officer at Volkswagen Group Australia [Customer Experience] He talks about: · The importance of customer feedback · Setting clear expectations · Explains the biggest roadblocks in delivering great CX The book that has influenced Jason the most in the past year: ✔️ Cult Status: How to Build a Business People Adore: https://amzn.to/3cu8SdE His note all...

Stacy Sherman - Director of Customer Experience & Employee Engagement at a global company, Schindler Elevator Corporation [Customer Feedback] She talks about: · Companies should live and breathe CX · How to drive behaviors · The importance of customer feedback *Opinions are her own. Stacy does not represent any company. The person who has influenced Stacy the most in the past year: ✔️ Oprah Wi...

Jason Van Camp - Author of Deliberate Discomfort: How U.S. Special Operations Forces Overcome Fear and Dare to Win by Getting Comfortable Being Uncomfortable [Service] He talks about: · The difference between trust and a training mindset · The importance of mental strength · Why it’s difficult to have self-discipline The book that has influenced Jason the most in the past year: ✔️ Outlaw Platoon:...

Lewis Taylor - VP, Head of Global CX & Austin Site Lead at Dropbox [Customer Service] He talks about: · The importance of leadership invested in the customer experience · How to reduce customer effort · How he has seen customers’ expectations change the past five years The book that has influenced Ian the most in the past year: ✔️ Who Moved My Cheese? https://amzn.to/3eQdsoj ✔️ Team of Teams:...

🎧 Ian Golding - CEO and Founder - Customer Experience Consultancy [Customer Experience] 🎧 He talks about: · His book Customer What? https://amzn.to/3rSj19l o CX Strategy o Putting employees first o Delivering benefits early o Golding Experience Pyramid The person who has influenced Ian the most in the past year: ✔️ Satya Nadella His note all the customer service and CX professionals: “Are you do...

Peter talks about Customer Centricity o What is Customer Lifetime Value o How companies grow the current customer instead of cross/up-sell o What's more important between Brand Equity or Customer Equity? Connect with Peter, here. JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all the guests book recommendations here. BROUGHT TO YOU BY: 𝐕𝐃𝐒...

Jenny is the Customer Experience Manager at Apeel and FruitStand LLC. She talks about: · Customer Appreciation o Celebrate the Customer Connection o How to tell the customer story o How do measure the customer appreciation program Connect with Jenny, here. JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all the guests book recommendations h...

SHOW NOTES: Monica is the Sr. Director of Customer Success at LexisNexis. She talk about: · Journey Mapping · Moments of Truth · Ideal Experiences · Empowering Employees Connect with Monica, here. JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all the guests book recommendations here. BROUGHT TO YOU BY: 𝐕𝐃𝐒: They are a client-first consult...

SHOW NOTES: Kwame talks about his book, Finding Confidence in Conflict. He goes on to explain: · What is compassionate curiosity · Why people avoid difficult conversations · Why conflict is an opportunity · Why have the license to fail was the key to his success Connect with Kwame, here. JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all t...

SHOW NOTES: Steve talk about the benefits of working in both call center and field service, his thoughts effortless experience and then closes out the episode by talking about how it is important to help your consumers help themselves. JOIN THE COMMUNITY: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all the guests book recommendations here BROUGHT TO YOU BY: 𝐕𝐃𝐒: They are a...

Nick kicks off the episode by talking about how he had to take a three-day winter survival course to get into high school, and then like every great CX leader, he brings the conversation back to feedback, coaching, effortless experience, and having Harry’s be as … forgetful as possible. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://pres...

How often have you heard from the CX community about the importance of getting Executive Buy-in? The topic usually makes its way into every customer experience conversation, right? There is no better way to learn about Executive Buy-In and what executives really think about CX then to actually ask C-Suite personnel. And, how much better would it be to learn from C-Suite leaders in different parts...

Eric talks about how he represented Snoop, Dr. Dre, Death Row, and Tupac. He was basically a gangster lawyer. He goes on to talk about the importance of culture and the importance of taking care of your team, clients, vendors, and community. 💡Here are some highlights… ✔️ Lawyers are so focused on the next trial in front of them that they forget they are running businesses ✔️ A culture of all fun...

Bronkar talks about how he toured Europe as a Ring Master, the importance of rhythm, and how you need to put on your gratitude glasses. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/. Last, you can also find all the book recommendations, here. #innovation #technology #customerexperience

Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/ #customerexperience #customerservice #press1fornick

Mike Goldsby talks about the correlation between fitness and entrepreneurship, the importance of walking in your customers shoes, and why Walt Disney was obsessed over quality. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/. Last, you can also find all the book recommendations, here. #innovation #technology #cu...

Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/ #customerexperience #customerservice #press1fornick

Lee talks about his time as a professional hockey player, talks about the importance of experiences, and how UWM uses technology to be the fastest, easiest and cheapest. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/. Last, you can also find all the book recommendations, here. #innovation #technology #customere...

Nick Webb talks about CX Innovation, what Customer Crave, and why you should stop thinking about customer service as a best practice. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/ #customerexperience #customerservice #press1fornick

Jeremy talks about what QA, how he measures QA, and a technique to teach agents. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/ #customerexperience #customerservice #press1fornick

Ed Ariel talks about how the national customer service churn is 30-40%, but he keeps his churn between 2-3%. He goes on to explain how to retain your CSRs by metrics and transparency. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/ #customerexperience #customerservice #press1fornick

Mike talks about Contact Center, Center of Excellence, and stresses the importance of separating yourself from the competition by driving loyalty and creating a seamless experience. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/ #customerexperience #customerservice #press1fornick

Josh Anderson talk about his experience with customer service and customer experience, the best technology investment he has ever made, and the hardest part about being a CIO. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick #customerexperience #customerservice #press1fornick

Therese Steiner - Director of Strategy & Operational Effectiveness in Global Customer Success at Lexis Nexis. She talks about how to use customer journey to drive continuous improvement. #customerexperience #customerservice #press1fornick