Press 1 For Nick

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 d...

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 ph...

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 deci...

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 t...

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 t...

Balancing Community Satisfaction and Growth: Navigating the Fine Line with Jillian Benbow [Community Experience]

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 fo...

Win The House You Love - Kyle Seagraves - Founder and Certified Mortgage Advisor [Mortgage Experience] Kyle talks about: - How creating 1,000 videos a year improved the Customer Experience - Why this removed the unknowns and what-ifs - Why it’s important to disrupt the flow of information when educating customers The book that has influenced Kyle the most in the past year: It's Not Always Depressi...

Overview: In this episode, Garry Ridge discusses the importance of servant leadership and tribal engagement in achieving success. He talks about the attributes of tribalism, such as learning and teaching, belonging, values, and specialization, and how these can be applied in modern organizations. He also shares his thoughts on the role of a tribal leader and the values he looks for in hiring peopl...

Howard Tiersky - CEO, FROM, The Digital Transformation Agency [Digital Transformation] 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...

Lessons in Leadership with Howard Behar: The Importance of Serving Others Overview: In this episode, Nick Glimsdahl sits down with Howard Behar, former President of Starbucks, to discuss his journey in leadership and the importance of serving others. Howard shares his experience working in Starbucks' plants and stores without pay and how that led to his decision to join the company full-time. He a...

Michael talks about: · What CX has to do with better experience in the contact center · How to improve employee retention · How training in the contact center is different than general CX The person who has influenced Michael the most in the past year: Art Ginsler’s book: Art’s Principles – 50 years of hard-learned lessons in building a world class professional services firm: https://amzn.to/34L5i...

TIME TO WIN: THE 2022 CONSUMER PATIENCE STUDY - Jay Baer, CX and Marketing Expert [Patience] TIME TO WIN: THE 2022 CONSUMER PATIENCE STUDY: national study of more than 1,900 consumers What processes must a business stop, start, or change to markedly enhance customer experience enough that it becomes a deciding factor? 3/4 of all consumers have contacted a business and been IGNORED. That is a recip...

Jamey Lutz - Author, Pathway to Purpose [Purpose] 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 RECOMMEN...

The Importance of Auditing your Customers. Peter Fader [Customer Audit] What is the difference between what customers say vs. what they do? What are the three d's of analyzing customer behavior? Distribution, Decomposition, Decile How has customer behavior evolved? Why is it critical to look at your performance and profitability through the lens of your customer? Help my listeners understand the f...

What Your Customer Wants and Can’t Tell You by Melina Palmer, Author [Behavioral Economics] Melina talks about: · The old adage “Perception Is Reality” · How to shift your business to be customer-obsessed · What drives buying behavior · How to leverage the power of questions ABOUT NICK GLIMSDAHL Subscribe to my bi-monthly newsletter Find Press 1 For Nick on YouTube Find me on Twitter Find me on Li...

Marbue Brown - Co-Founder of The Customer Obsession Advantage [Customer Obsession] What is Customer Obsession? What's the value of getting into the customer-obsessed realm? So CX Obsession isn't just another leadership principle among equals? Amazon - Andon Cord. Toyota. Cord Pull Amazon Question mark email – Jeff Bezos What are the characteristics of being customer obsessed? How are Customer Obse...

Ed Ariel - Vice President of Operations [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-1-for-nick Support this show through Buy Me A Coffee B...

The Importance of Emotional Loyalty - Paula Thomas, Founder & CEO of "Let's Talk Loyalty" [Loyalty] How did you get into loyalty? What does loyalty mean to you? There is a much bigger appetite to have a loyalty. When it comes to loyalty, where do companies get it wrong? What are your thoughts on discounts or coupons? [Bribe] What are the types of Loyalty? Transactional to emotional loyalty [Ex...

Kwame Christian is the founder and CEO of the American Negotiation Institute, where he conducts training that helps make difficult conversations easier. He hosts the world’s most popular negotiation podcast, Negotiate Anything. The show has over 6 million downloads and listeners in +180 countries. His bestselling book, Finding Confidence in Conflict, has helped countless individuals navigate diffi...

Stop Ignoring Mental Health (Do This Instead) - Pasha Palanker - 2-time Purple Heart Recipient [Mental Health] @Pasha Palanker is a retired Special Operations Master Sergeant. He is credited with saving the lives of 15 soldiers by confronting and stopping a suicide bomber in a face-to-face altercation. Pasha is a two-time recipient of the Purple Heart for wounds received in combat. Pasha is on a m...

Christine Cravens - User Research Manager at Kroger [User 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-1-for-nick Support this show through Buy Me A...

The Risk of Sticking With Status Quo. Dave Cherry - Principal - Cherry Advisory [Digital Transformation] 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...

Develop & Train Others - Robin Ambrozy - Associate Professor of Instruction at Ohio University [Customer Service] 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/pres...