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Embarking on the Journey to 1,000,000 Daily Cookies: Insights from Jason McGowan, CEO & Founder of Crumbl Cookies [Enhancing Customer Experience] Meet Jason McGowan, the visionary co-founder and esteemed CEO of Crumbl Cookies. For those not yet familiar, Crumbl Cookies stands as America's unparalleled gourmet cookie powerhouse, experiencing an exponential rise in popularity. Jason's unparallel...

In this episode, Oscar Trimboli shared his transformative journey through deep listening and how it impacts leaders and organizations. A pivotal wake-up call during a budget meeting made him realize he wasn't truly listening. This led him on a quest to uncover the profound impact of deep listening, which reveals the unspoken 86% of communication and the root causes of issues in group discussions....

In "The JOLT Effect," sales expert Matt Dixon explores the art of overcoming indecision in the buying journey. He introduces the JOLT method, a powerful framework that empowers salespeople to guide customers toward making confident decisions. Let's delve into some key insights from the book: Understanding the Customer's Buying Journey: Did you know that customers are often well into their buying j...

In this episode, we delve into the fascinating world of experience management and design with the renowned pioneer, keynote speaker, and expert, Lou Carbone. Join us as we unlock the power of emotional and unconscious clue-based experience design and learn how businesses can create profound connections with their customers. Key Points Discussed: The Essence of Total Experience Management 💖 Discov...

In this inspiring episode, we sit down with Sean Ilenry, Vice President of Support at Dutchie, and delve into his incredible journey from homelessness at 19 to becoming a successful executive at 29. As a true self-made success story, Sean shares valuable insights and wisdom on career happiness, maximizing potential, and the profound role of customer service in the modern business landscape. Key Di...

In this podcast, we explore Josh Halpern's journey as the CEO of Shaquille O'Neal's restaurant franchise, Big Chicken, and his passion for creating unforgettable experiences in the hospitality industry. Key Points: Partnership and Collaboration: Josh's collaboration with Big Chicken stemmed from a previous partnership with Shaquille's restaurant group, leading to an exciting journey of growth. Rem...

Bob talks about: ·       Your true worth is determined by how much you give in value than you take in payment ·       The Five Laws of Stratospheric Success ·       And the importance of communicating with tact and empathy 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:  Reaso...

Embracing Fulfillment in the Future of Work: Insights from Jenn Lim, Chief Happiness Officer [Happiness] In this podcast episode, Jenn Lim, Chief Happiness Officer at Delivering Happiness, shares valuable insights on the future of work and the pursuit of fulfillment in the post-COVID world. She emphasizes the need to go beyond superficial happiness and focus on living an authentic and meaningful l...

What is one thing people might not know about you? Tell me about your Nana... 😊 Tell my listeners about Vayner Media. What does it mean to Lead from the Heart? What is the most important trait to look for when hiring? What does it mean to have Emotional Optimism? Tell me about this Honey Empire you have built at Vayner Media. Why do you focus on people first? What is the ROI for great Culture? Wh...

Introduction: In this episode, we have the privilege of speaking with Michael Lee Sherwood, an influential figure in driving technological innovation within the City of Las Vegas. As the former Chief Information Officer (CIO) of the city, Michael shares valuable insights and case studies highlighting the impact of technological implementations in enhancing efficiencies, improving customer experien...

Introduction: In this episode, we have the pleasure of speaking with Chris Olexa, the CEO/Founder of Aspire2B Hospitality Group. Chris is an esteemed figure in the hospitality industry, and in this conversation, he shares his valuable insights and experiences that have shaped his journey towards being hospitality-driven. Join us as we explore the importance of hospitality and its impact on achievi...

David Hutchens, Author, CEO at The Storytelling Leader [Storytelling] How did you get into storytelling? How does storytelling help ideas move through the organization? Why do people get fearful of storytelling? How does Storytelling create an emotional connection? What are the stories we should bring to the CX and EX?  Outlearning the wolves What book or person in customer service or experience h...

In this episode, we dive into Kwame Christian's insightful book, "Finding Confidence in Conflict," as he shares valuable insights on various aspects of navigating difficult conversations. Kwame discusses the following key points: Compassionate curiosity: Kwame explores the concept of compassionate curiosity and its significance in engaging with others during conflict. Learn how adopting this minds...

In this episode, we dive deep into the world of employee experience with renowned customer experience expert, Joey. We explore why Joey shifted his focus from customer experience to employee experience in his book and how his perspective on customer experience has evolved through this lens. Joey provides an overview of the eight phases of the employee experience outlined in his book, comparing the...

Jason Lippert, the CEO at LCI Industries, a company where he has held various roles for the past 28 years, starting as a management trainee. Lippert's leadership combines strategic manufacturing capabilities with a winning team culture, enabling LCI Industries to deliver unparalleled customer service, award-winning innovation, and premium products to every customer they serve. Get ready to discove...

Becky Ploeger, Hilton as the Head of Hilton Reservations and Customer Care Key Takeaways: Becky Ploeger's career took an unexpected turn, leading her to the contact center industry, which became her true passion. Agility, technology, people skills, and analytics are crucial in the contact center industry. Listening to customers and embracing proactivity are key to providing better experiences. AI...

Key Takeaways: Effectively leveraging CEC channels is essential for creating a powerful omnichannel strategy and enhancing the entire customer journey. Analytics plays a crucial role in driving decision-making and optimizing customer experience initiatives. Understanding customer intent is vital for prioritizing the customer experience and aligning business strategies with customer needs and expec...

The Key to Scaling Success: Balancing People, Processes, and Tools - Lydia Clayton, AVP Contact Center Operations of Cox Automotive Key Takeaways: Establishing a strong foundation is crucial for scaling success. Identify core capabilities, processes, and tools that support your organization's growth goals. Striking the right balance between people, processes, and tools is an art. Understand the st...

Tony Amante Schepers is the Director of Operations and Customer Experience Success at Curbside Kitchen. Success in customer experience is defined by creating meaningful and memorable interactions that exceed customer expectations, build trust, and leave a lasting positive impression. When facing challenges in a CX leadership role, it's important to assess the situation, understand existing process...

Christine McHugh is an executive coach, consultant, and former Fortune 200 leader with hands-on experience, including 27 years at Starbucks. As a coach, Christine partners with leaders looking to scale their organizations, bringing a wealth of experience in strategic planning, operations, and culture development. She is president of the board for the Green Apron Alliance, a global nonprofit organi...

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 professi...

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, mak...

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...

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...

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 – 1:49.7...