Press 1 For Nick

Tom DeWitt - Director - CXM@MSU at Michigan State University, President - CX of M - Michigan's Association of Customer Experience Professionals [Education] CXM@MSU: Conferences, Companies, Action Teams, Roundtables, Mentorship What is the role of the collaborative? What does the Master's Degree entail? What is the goal for enrollment? Who do you believe might be a good fit? ABOUT NICK GLIMSDAHL Su...

Listening with Purpose: Expert Insights from Julian Treasure on Enhancing Customer Service [Listening] In this engaging episode, renowned speaker and author Julian Treasure shares invaluable insights on how to improve your customer service skills by listening with intention. Uncover the key strategies and techniques used by top performers in the industry and learn how to implement them in your own...

Ryan Hawk - Host of The Learning Leader Show, Author: The Pursuit Of Excellence [Success] What does trust mean to you? How does listening build trust? What does it mean to listen with your eyes? What is the difference between success and excellence? How should my listeners pursue excellence? How do you feel when people say "Follow your passion"? What should we do instead? What makes mindset import...

A Recipe for Success with Founder of Condado Tacos, Joe Kahn [Restaurant Experience] In this episode Nick Glimsdahl sits down with Joe Kahn, founder and chief innovation officer of Condado Tacos, a rapidly growing restaurant chain.  Joe shares his background in the hospitality industry and how he built his business with a unique approach that emphasizes treating people well, including his employee...

Gene Smith serves as Senior Vice President and Athletic Director for The Ohio State University. Smith is a former student-athlete and coach who has earned a reputation for advocating for student-athletes and increasing the support they receive. Smith was intimately involved in the crafting of new Name, Image, and Likeness (NIL) NCAA legislation and was a fierce advocate for student-athletes to hav...

Regaining Your Spark: Strategies for Learning, Listening, and Laughing I Simon Bailey [Customer Experience] In this podcast episode, Simon Bailey, a highly experienced hospitality industry leader and Hall of Fame Keynote Speaker, shares practical strategies for enhancing customer experiences, improving employee compensation, and inspiring individuals and organizations to lead with purpose. He emph...

Unlocking Sales Success: Navigating Your Role as either the Hero or the Guide - Anthony Iannarino, International Speaker, and Sales Leader [Sales Experience] In this podcast, sales expert Anthony Iannarino explores the crucial role of the sales guide in the buyer's journey, the importance of creating certainty for clients, and how focusing on outcomes rather than solutions can lead to greater succ...

Revolutionizing Outdoor Cooking: Insights from Jeff Thiessen, Co-Founder of Danson's, Inc. [BBQ Experience] Jeff Thiessen explores everything from grilling techniques to the connection between sports and barbecue. Learn about the advantages and disadvantages of pellet grills versus griddles, how to make the perfect steak on a pellet grill, and the differences between pellet and charcoal grills. Di...

Empathy at the Forefront: Insights from Charlie Godfrey, Senior Director at Genesys [Empathy] Join us in this enlightening conversation with Charlie Godfrey, Senior Director at Genesys, as we explore the power of empathy in customer service and experience. In this episode, Charlie shares his insights on how to make empathy a real part of your company culture, and how it can impact both your custom...

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 recom...

Why a Culture of Innovation is Essential for Long-Term Business Success - Brandon Rhoten [Culture] The podcast episode highlights the importance of humility and listening when implementing change in a business organization. It emphasizes the need to approach change with a willingness to listen and ask questions, set clear expectations, milestones, and timelines, and bring in experienced change man...

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? Fatigu...

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 per...

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 ag...

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...

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? ...

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...

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 lon...

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 w...

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...

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...

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 wa...

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...