Press 1 For Nick

Welcome to another episode of Press 1 For Nick! Today we have a treat for our listeners as we dive into the world of customer experience and strategy with Chris Hood, the mastermind business strategist and a recognized customer experience guru. In this episode, Chris shuns the allure of inflated titles, underlining the importance of achievements over nominal status - a topic we thoroughly dissect, particularly the manipulation of titles for credibility in smaller businesses. As we navigate the complex intersection of AI and customer engagement, Chris expresses a prudent skepticism about the rush towards AI and emphasizes the undeniable power of human connection. This notion is echoed by a poignant Super Bowl commercial by Discover Card, reinforcing the need for personal interaction in an age of increasing automation. Furthermore, we explore the notion of Customer Value Alignment (CVA) through the intriguing Goldilock scale, debate the consequences of prioritizing profits over passion with an eye on the gaming industry, and discuss Disney's recent focus shift. The episode challenges businesses to hold fast to their foundational values while evolving with the unstoppable tides of technology and customer expectations. Join us as we venture into business strategy and customer experience where Nick and Chris share their insights on how to not just survive but thrive in the digital age. --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

Welcome back to another episode of "Press 1 For Nick"! In today's episode, we have the pleasure of having a special guest, Dr. Michael Gervais, Founder of Finding Mastery.Dr. Mike is a world-renowned psychologist and author of "The First Rule of Mastery," bringing two decades of experience working with the elite in sports and business. This episode revolves around the critical importance of self-talk, breathing, and mental training techniques like meditation and mindfulness. We'll be exploring how these practices can not only guide us through high-stress situations but also bolster our self-worth and internal validation, transcending the need for external approval—a concept Mike knows all too well, as he shares his battles with FOPO, the fear of other people's opinions. We'll also delve into the transformative journey from being a puddle to embodying the resilient vastness of an ocean, discussing practical mindfulness practices, the power of journaling, and the profound impact of wise counsel. Additionally, Dr. Mike will unfold the significance of defining our identity beyond social roles and navigating the unpredictable landscape of public perception. Join us as we unfold these mindful strategies that top athletes and successful professionals use to stay present, confident, and at the peak of their game. If you're ready to transform your mindset, let go of the fear of judgment, and embrace a life of mastery. Let’s get into this episode! Join this channel to get access to the perks: https://www.youtube.com/channel/UCje-gI_3Ca1AGXUvcPxz7VA/join   Through conversations with leaders, Nick and his guests exchange insightful stories, best practices, and invaluable lessons they have learned along the way. They are focused on the interplay between customer experience, employee experience, and the transformation of customer service. #customerservice #customerexperience To stay up to date with my latest videos, make sure to subscribe to this YouTube channel by clicking this link: https://www.youtube.com/c/Press1ForNick?sub_confirmation=1 https://press1fornick.com/podcast/ #customerexperience #customerservice --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

J.J. Peterson - StoryBrand Chief of Teaching and Facilitation at StoryBrand and Co-Author of the Book, Marketing Made Simple [Marketing] ABOUT NICK GLIMSDAHL Subscribe to my bi-weekly newsletter 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 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/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

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 people. Highlights: "I am committed to the task of servant leadership in that I am here to help others succeed." "One of the biggest desires we have as human beings is to belong." "Tribes had values. What are the values there for? To help protect people and set them free?" "Some tribe members are better warriors, and others are better builders, and others are better sales people, and some are even good customer service people." "Doing the right thing is most important." Links: WD-40 careers page: https://wd40company.com/careers/current-opportunities/ Call to action: If you enjoyed this episode and want to learn more about servant leadership and tribal engagement, check out the WD-40 careers page and see if there are any opportunities that align with your values and skills. 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 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/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

In today's episode, we have the pleasure of having a special guest, Geralyn Gaines, Guest Experience Immersion Manager at Ford Motor Company.Join us on this episode of the Press One podcast as we speak with Geraldine Gaines, the Guest Experience Immersion Manager at Ford Motor Company. Geraldine shares insights on enhancing the guest experience, the importance of diversity and inclusion, and the evolution of customer expectations in the automotive industry.In this episode, we'll cover:- The role of the Guest Experience Immersion Manager at Ford Motor Company- Why it's important for dealerships to reflect the diversity of their local communities- The shift from viewing customers as transactions to treating them as guests- Strategies for enhancing the guest experience, including Four Pass Rewards and remote service options- The use of Net Promoter Score to measure customer advocacy and satisfaction.Get ready to be inspired and gain the knowledge you need to elevate your own guest experiences!__________________________________________________________________________________________________________________________"They want somebody who can relate. They want to talk to somebody who can relate to them and that can best serve their needs." [00:02:45]"We want to be able to attract people to our brand by providing them with these very unique experiences." [00:06:38]"If it takes that little extra time with the guests, they'll rave about you, and you'll bring in even more business." [00:19:10]"Guests want convenience." [00:20:59]"I love hospitality. This is my dream job." [00:22:12]ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

Episode Highlights:In today's episode, we have the pleasure of having a special guest, Elizabeth Dixon, President and CEO of Trilith Foundation.Join us as we dive into the importance of understanding and living out one's purpose in life, and how it can lead to personal and professional fulfillment.In this episode, you will also learn more about:• The definition of purpose and its significance in our lives• How to distinguish between taking purpose from our work and bringing purpose to our work• The impact of having a strong sense of purpose in life  and the organizations we are part of• Overcoming the challenges that can hinder us from finding our purpose.• Practical strategies for staying committed to our purpose and aligning our thoughts and actions.Get ready to dive into these topics and how they can truly transform your life. Stay tuned for an inspiring and thought-provoking conversation. Let's get started!"To me, [purpose] means the reason that something exists or another way to say that is a reason for being."[01:30] - Elizabeth Dixon"I had a moment that really woke me up to the fact that I was defining my purpose in a lot of ways by my work. I wasn't bringing my purpose to my work, and that there was a really big difference between those two."[02:15] - Elizabeth Dixon"When we extract our purpose from [our work], we can really get shaken up... The opposite of that is knowing our purpose, why we exist. And then we bring that into that season, that stage, that job, we bring it to our work."[03:10] - Elizabeth Dixon"Statistics say, and some experts would say this is a very conservative number, that 75% of people say that they cannot articulate their purpose in life."[06:05] - Elizabeth Dixon"We have to make sure that we are thinking about our thinking."[09:49] - Elizabeth Dixon"What are your thoughts throughout the day? Are they aligned with your sense of purpose?"[10:30] - Elizabeth Dixon"We need emotions to be in the car, but in the backseat of the car... If our feelings are driving anything, we are really all over the place."[14:26] - Elizabeth Dixon"My purpose is to reflect Jesus by galvanizing people and ideas for good."[17:44] - Elizabeth Dixon"I think I want to leave behind a legacy of a wife and a mom and a friend who reflected my creator."[22:04] - Elizabeth Dixon"When we think about ourselves in that place [looking back at 80 years of living], what are we going to be most proud of, and what do we need to do today to truly live that out?"[25:05] - Elizabeth DixonABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

Episode Highlights:In this episode, Michael Tingey will be sharing his insights and experiences in the golf industry. He began his journey in the golf industry while still in college. Working as a sales associate at Uinta Golf in Utah, he sold golf clubs while pursuing his degree. As he approached graduation, Michael had offers from various industries but realized that his passion lay in golf. He will take us on a journey through his career at Ping, a renowned golf company, and highlight the key elements that contribute to their success. Join us as we talk about the importance of humility, effective communication, and taking responsibility for mistakes.Get ready for an engaging conversation filled with valuable lessons and anecdotes that will leave you wanting to know more about the world of golf. So, let's press play and get started with our conversation with Michael Tingey."Finding your passion: 'I realized I love the golf industry and maybe I can make a career out of this.'"— Michael 01:06Prioritizing Workload: "I learned the importance of balancing my workload and prioritizing the tasks that I have working full time and going to school, I had to juggle a lot of things and make sacrifices."— Michael 03:12Customer Service Excellence: "Service is really part of our mission, and one of the things we try to do is empower our representatives to be able to handle any experience or any situation that comes their way."— Michael 09:20Word-of-Mouth Marketing: "You gave us a tour. A couple of weeks ago, we had an incredible experience. We loved learning about the history of Ping. Because of that experience, I've now shared the story with all of my golfing buddies, and my family. I've shared the pictures and even went and got a custom fit for a set of I 230 irons and a hybrid. And really, I mean, isn't that what it's all about?"— Michael 12:25 The Importance of Custom Fitting in Golf: "Yeah, fitting is an essential part of the game, and we strongly recommend that every golfer get custom fit for their clubs."— Michael 13:58Custom Golf Club Fitting: "Every swing is unique. Every person is unique and we have to create tailored individual experiences for every person that comes to get custom fit in that interview."— Michael 15:10Golf Club Fittings: "We have our online web fit tool and... we've been able to develop an algorithm that allows us to get a pretty accurate fitting based off of the input that you put in."— Michael 18:03 The Importance of Culture and Employee Satisfaction at Ping: "When you hire the right people and get the right people into the right positions, that's where success comes."— Michael 21:06Ping's Remarkable Employee Loyalty: "It's not uncommon to see people have been here 30, 35, 40 years throughout the campus."— Michael 24:02The Importance of Employee Feedback: "And I think as we listen to our employees, that's how we're going to gain those insights."— Michael 26:28ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books:Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

Join us for a captivating discussion on employee experience, including 'The First 100 Days' framework, unique employee benefits, and mastering the art of balancing engagement and care. Tune in to unlock your organization's workforce potential! 🌟🎬 Episode Highlights:Shift from Customer to Employee Experience: Join us as we explore why renowned customer experience expert Joey shifted his focus to employee experience, unveiling how this transition transformed his perspective on customer experience. Phases of Experience: Discover the fascinating connection between the eight phases of employee experience and customer experience. Joey draws intriguing comparisons, revealing their intertwined nature. Common Challenges in Employee Journey: Dive into the common hurdles businesses face while guiding employees through various phases of the employee experience. Joey sheds light on areas where organizations often stumble. Tools for Enhancing Employee Journey: Joey's research uncovered six standout tools for enhancing the employee journey. Learn how these tools contribute to creating a positive experience for employees and hear real-life success stories. Balancing Personalized Communication and Tools: Explore the pivotal role of personalized communication in the employee experience. We delve into striking the right balance between communication and tools for employee satisfaction. ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBROUGHT 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/  --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

Episode Highlights:Alex Sheridan, Founder of Impaxs, a marketing company that helps B2B companies build world-class brands, and attract clients through video content.He is an expert in strategy training and coaching for small to medium-sized companies, as well as providing top-notch video editors for businesses. With a keen eye for identifying opportunities and leveraging the power of video content, Alex has helped numerous companies develop custom strategies and execute them with remarkable success. Today, we dive deep into the world of video content, exploring why it's a game-changer, how to overcome insecurities and the impact it can have on building personal brands and growing businesses.Key Highlights:- Strategy training and coaching, providing video editors- Assistance provided: developing custom strategies, execution, training employees, hiring content teams- Video editor service: recruiting agency supplying full-time video editors- Importance of video content and its potentialPrimary Topic: Getting Started with Video Content- Starting from zero followers- Video content consumption trends- Attracting prospects and pivoting business through video- Emphasizing the importance of taking initiative and getting started- Persistence and improvement for success- Success of top personal brands using video consistentlyPrimary Topic: Barriers to Creating Video Content- Insecurities and fear of judgment- Worries about negative comments and lack of valuable content- Fear and insecurity as main barriersPrimary Topic:: Observing Trends and Innovating- Evolution of video creation from square videos to short-form vertical videos- Importance of staying informed about trends- Trying new concepts and stepping outside comfort zone- Testing and adapting content strategiesPrimary Topic: Video Content Strategy- Looking internally and identifying unique perspectives and values- Considering target audience insights- Establishing core content pillars- Using different channels for distribution- Creating high-quality content and developing workflows- Building a content bank for consistent postingPrimary Topic: Video as a 24/7 Sales Rep- Positioning video content as a sales representative- Custom testimonial videos for selling products/services- Providing value and demonstrating expertise on social media platforms- Attracting potential customers and building trust- Converting prospects through video contentABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guest's 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/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

Anne Pritz, a former aspiring veterinarian, had her career aspirations change to focus on the food industry.Anne's career path has since been dedicated to working with various food brands, both domestically and internationally, with a focus on supporting franchisees in growing and establishing profitable businesses. She finds immense fulfillment in assisting franchisees and jumped at the opportunity to develop Bobby's Burgers by Bobby Slay into a franchise model. Anne recognizes the potential of expanding Bobby's Burgers nationwide and eventually internationally and is excited to bring this beloved brand to neighborhoods around the world.[00:01:50] Early aspiration to be a vet; now food-focused career supporting franchisees.[00:03:39] Bobby's Burgers expanding to non-traditional locations, and franchises.[00:06:49] Training and listening are essential for success.[00:12:02] Established businesses match our criteria and culture fit. We learn from established operators and grow.[00:16:25] Leveraging Bobby Flay to attract repeat customers.[00:20:26] Training ensures consistent, visually compelling food marketing.[00:23:20] Leverage tools, influence trends, and use consumer insights.[00:25:55] Breakthrough content is crucial for attention. Advertising, AI, and technology play a role.[00:28:20] Secret ingredients: franchisees, operators, menu, training, support.ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

Kerry Bodine is the co-author of Outside In and a globally recognized customer experience expert. She founded Bodine & Co. in 2014 on the belief that unified and profitable customer experiences must be built from within — and that requires new ways of working and thinking. 0:41.206 People might know about you 2:45.090  - 5:17.354 Why CX must be built from within the organization  6:16.947  -  7:37.675 Don’t make decisions based on flawed assumptions  8:15.106  -  9:17.159 Tell Stories to Solve Problems  9:46.294  - 11:03.806 The best way to deliver information is through aggregate/real-life storytelling  11:23.246 - 15:03.345 Get buy-in across the organization by showing how CX impacts business outcomes  17:25.918 - 20:20.225 Most companies think they deliver a great experience, but customers don't agree. How can they know for sure?  21:27.869 -  22:28.164 Has your organization delivered on your Mission, Vision, Values / Brand Attributes?  23:13.948 - 26:01.928 How to get in front of relationship management ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/  --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

In this episode, we delve into the remarkable life and wisdom of Horst Schulze, a true luminary in the hospitality industry and a founding member of The Ritz-Carlton Hotel Company. Horst Schulze's profound insights have not only shaped the luxury hospitality landscape but have also empowered individuals and organizations to strive for excellence in every endeavor. Join us as we uncover the essence of excellence through the lens of a visionary leader.Episode Highlights: The Early Spark: Ever wondered where Horst's passion for the hotel industry originated? Discover the childhood inspiration that fueled his lifelong dedication. The Two Sentences that Changed His Life: Explore the pivotal moment when a Maitre d' imparted invaluable wisdom, leading Horst Schulze on the path to excellence. The Origin of The Ritz-Carlton: Unearth the fascinating story behind the birth of The Ritz-Carlton and how it revolutionized the world of luxury hospitality. Mindset Mastery:Learn how shifting his mindset and striving for excellence played a pivotal role in Horst's remarkable career growth. The Power of Emotional Events: Understand why significant emotional events are catalysts for behavioral change and personal growth. The Maitre d' as a Role Model: Discover why the Maitre d' became an enduring source of inspiration and guidance in Horst Schulze's life. The Ritz-Carlton's Golden Standards: Explore the secret behind The Ritz-Carlton's success – laminated cards defining their Vision, Mission, Credo, and 20 gold standards. Making Tough Choices: Delve into the difficult decision Horst made when he had to part ways with his best friend in the pursuit of unwavering standards. Creating a Sense of Belonging: Learn why Horst believes in not just hiring employees but selecting them, fostering a culture of belonging within an organization. The Power of Empowerment: Understand how empowering employees is the cornerstone of building trust and delivering exceptional customer service. Letters of Gratitude: Hear the heartwarming story of how Horst still receives weekly letters from employees, a testament to the lasting impact of his leadership. Striving for Personal Excellence: Get inspired by Horst's advice to all customer service representatives and individuals seeking excellence. Join us as we journey through the life and insights of Horst Schulze, a true advocate for excellence, and discover how his wisdom can shape your path to personal and professional greatness. Excellence is not an accident; it's a choice we make every day.ABOUT NICK GLIMSDAHLSubscribe to my monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/  --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

Join us on this enlightening episode of Press 1 For Nick as we sit down with Jason Cutter, CEO of Cutter Consulting Group, a renowned expert in mindset and scalability. With an unconventional background in Marine Biology, Jason has not only defied expectations but also redefined success in sales and team building. Through his books, podcasts, and client work, he's on a mission to unlock the secrets to closing deals, increasing earnings, and achieving scalable results.Episode Highlights: Unveiling the Sales Journey: Dive into Jason's personal story and discover how he ventured into the world of sales, despite lacking a traditional sales background. Redefining Perceptions: Explore the intriguing question of whether Jason, like many, once considered "Sales" to be a taboo word and why perceptions around it often need to change. The Evolution of Sales: Gain insights into how the landscape of sales has evolved since Jason's entry into the field and what that means for today's sales professionals. The Crucial Focus on Sales Experience: Understand why the Sales Experience takes center stage and why it's a pivotal factor in achieving success in the world of sales. Join us for a captivating conversation with Jason Cutter, a visionary leader in the realm of sales and scalability, and uncover the transformative power of focusing on the Sales Experience. Discover how you can close deals with finesse, boost your earnings, and create a sustainable path to success. It's time to redefine your perspective on sales and elevate your game.ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books:Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

Episode Highlights:Brad Haley, the Chief Marketing Officer at Dave's Hot Chicken shares his journey with Dave's Hot Chicken, from starting as a consultant to becoming the CMO. He discusses the challenges of maintaining the brand's unique identity and quality as it grows rapidly. Brad emphasizes the importance of authenticity and organic content in their marketing strategy, relying on passionate followers and influencers who genuinely love the brand. He also shares lessons and strategies he has learned throughout his marketing career, including the significance of taking bold risks and being a business generalist. Nick and Brad discuss the role of data collaboration within the organization and the value of making educated decisions based on strategy and sound thinking. Overall, this episode provides insights into the marketing journey of Dave's Hot Chicken and the key qualities of a successful marketer.Key Highlights:- Brad Haley's role as Chief Marketing Officer at Dave's Hot Chicken- Brad's journey with Dave's Hot Chicken- Brad's previous experience in marketing and culinary strategiesPrimary topic: Dave's Hot Chicken and its brand- Dave's Hot Chicken as a rapidly growing startup- Unique aspects of the brand, such as the design and decor- Localized graffiti in each restaurant- The brand's vision and maintaining a fresh vibePrimary topic: Marketing strategies and challenges- The challenge of maintaining the brand's uniqueness and quality as it grows- Authenticity of the brand's marketing through influencers and creators- The importance of building a loyal following and cult following- Taking big swings in marketing and the importance of bravery- Balancing data-driven marketing with creative strategies- Collaboration across the organization in sharing and receiving dataABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

How to have Uplifting Service - Ron Kaufman, New York Times Bestselling Author "UPLIFTING SERVICE" [Service]ABOUT NICK GLIMSDAHLSubscribe to my bi-weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

Episode Highlights:Jeff Dudan is the CEO and Chairman of HomeFront Brands, a property service franchise platform that empowers entrepreneurs to create thriving franchised residential and commercial property service local businesses. A seasoned business builder and franchise executive, he has more than 30 years of experience building, operating and successfully exiting national franchise brands, including the leading national restoration franchise AdvantaClean. Dudan is also a noted podcast host, published author and keynote speaker. Specializing in leadership, entrepreneurship, innovation, technology, media, marketing and more, he continues to share his expertise and inspire positive change in the franchising and entrepreneurial landscape while cementing his legacy as a transformative industry leader.Website: https://homefrontbrands.com/ LinkedIn: https://www.linkedin.com/in/jeffdudan/ Undercover Boss: https://vimeo.com/327114597 Instagram: https://www.instagram.com/jeffdudan/ Podcast: https://www.youtube.com/@thehomefrontpod/ Key lessons:1. Hiring employees based on qualities like passion and work ethic leads to greater success.2. Starting strong and finishing impeccably are crucial for achieving success in business.3. Franchising can transform lives and communities by providing opportunities for growth.4. Challenging oneself, taking chances, and trusting oneself are key factors in personal growth and success.5. Learning and growth come from persevering through failure and setbacks.6. Surrounding oneself with achievers and those who have overcome similar obstacles is important for success.7. Making better decisions and leveraging personal values and purpose increases the probability of success.8. Overcoming self-limiting beliefs and taking action are vital for achieving goals.9. The constant iteration and focus evolution are necessary in entrepreneurship.10. Building strong relationships and maintaining a good reputation are essential for long-term success.ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

In this episode, Nick Glimsdahl engages in an insightful discussion with Jane Grote Abell, Executive Chairwoman of Donatos Pizza. Jane shares lessons learned from her father, emphasizing integrity and customer focus as Donatos' cornerstones. Reflecting on her experience on Undercover Boss, Jane stresses the value of active listening and empathy in leadership.A key highlight is the discussion on prioritizing employee well-being. Jane explains how this approach fuels loyalty and innovation, driving long-term success. She offers practical advice for emerging leaders: authenticity, collaboration, and people-centric growth.The episode concludes with a rapid-fire round, offering personal insights from Jane. Nick wraps up by underscoring the importance of nurturing individuals for business triumph. Tune in for more on compassionate leadership and its impact.ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

Episode Highlights:1. The Unconventional Approach to Customer Service:Christian Brothers Automotive's journey started with a unique vision - to be more than just a repair shop. They've embraced the role of a guide, helping customers navigate their vehicle repair journey. By prioritizing transparency, trust, and informed decision-making, they've created an atmosphere that fosters lasting relationships.2. Creating the "Nice Difference":From their inviting environment to their transparent repair processes, Christian Brothers Automotive embodies the concept of the "nice difference." This is not your typical repair shop; it's a place where customers can expect a refreshing and positive experience that goes beyond expectations.3. Digital Transformation and Customer Empowerment:Recognizing the importance of customer convenience, Christian Brothers Automotive has revolutionized the digital experience. Just as you can track your pizza delivery, you can now track your vehicle's repair progress. This level of empowerment gives customers greater control and enhances their overall experience.4. Commitment to Ongoing Education:Staying ahead in the rapidly evolving automotive industry requires continuous education. Christian Brothers Automotive not only keeps up with advancements but leads the way. Their annual conference, "Mastering the Difference," brings together service managers and technicians to focus on customer service, team development, and industry trends.5. The Franchise Opportunity:What truly sets Christian Brothers Automotive apart is their franchise opportunity. It's not just about running a business; it's about making a positive impact on employees, customers, families, and the community. Embracing their culture means becoming part of something bigger than oneself.6. Leaving a Lasting Impact:Donnie Carr, a leader at Christian Brothers Automotive, encapsulates the company's essence by saying, "Our goal is that no matter how long you're part of this brand, you leave better than you came." This philosophy of continuous growth and impact defines the heart of Christian Brothers Automotive.Conclusion:Christian Brothers Automotive stands as a beacon of exceptional customer experience in the automotive aftermarket. Their commitment to transparency, trust, and innovation has redefined what it means to provide top-notch service. From their unconventional approach to customer service to their digital empowerment initiatives, Christian Brothers Automotive continues to shape the industry's landscape. And with their franchise opportunity, they're not just running a business; they're making a difference. Join us next time as we uncover more stories of transformation and innovation.ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

J.J. Peterson - StoryBrand Chief of Teaching and Facilitation at StoryBrand and Co-Author of the Book, Marketing Made Simple [Marketing]ABOUT NICK GLIMSDAHLSubscribe to my bi-weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

Step into the dynamic world of hospitality where crafting unforgettable customer experiences is a finely tuned art, demanding precision, innovation, and a keen understanding of evolving trends. Meet Ricardo, a seasoned luminary at Marriott International, whose expertise shines through as he redefines customer engagement and elevates brand experiences, setting new standards for excellence.Exploring Transformation: The Genius Behind the EvolutionIntroducing Ricardo, a trailblazer at Marriott who orchestrates a symphony of transformation. As the driving force behind the Customer Engagement Center, Planning, Service Design, and Deployment team, he leads the charge in reshaping Marriott's global engagement centers. His influence spans further – previously, he steered the Brand Strategy Consulting team, reshaping strategies for Marriott's diverse 30 brands. Ricardo's prowess in brand strategy, global expansion, and transformative efforts has been the backbone of Marriott's remarkable journey.Segment 1: Crafting Experiences Beyond CompareAt the core of Ricardo's approach lies a deep-rooted focus on the vital elements that compose exceptional customer experiences within the whirlwind of hospitality. From intuitively grasping customer desires to curating personal interactions, Ricardo unveils how these elements coalesce into unforgettable guest journeys.Segment 2: Forging Ahead in Customer EngagementOutpacing the norm is paramount across all industries, and Ricardo masterfully embodies this philosophy. Our discussion uncovers his strategic blueprint for maintaining Marriott's pioneering status in customer engagement. Embracing evolving industry trends and harnessing cutting-edge technologies, Ricardo's revelations illuminate how innovation propels their engagement strategies.Segment 3: Balancing Brand Identity and UniquenessThe delicate equilibrium between brand uniformity and individuality poses a challenge for many enterprises. Amid Marriott's diverse array of 30 global brands, Ricardo divulges his artful approach to this balance. He expounds on the harmonious coexistence of a consistent brand essence and bespoke guest encounters.Segment 4: Technology's Symphony in Elevating EngagementIn an era dominated by technology, its role in enhancing customer engagement stands monumental. Ricardo unveils the symphony of technology within Marriott's global engagement centers, orchestrating extraordinary guest moments. Our discourse touches upon standout technologies and innovations that have indelibly shaped the landscape.Segment 5: Breathing Life into Brands Amidst Fierce CompetitionDrawing from his realm of expertise in brand strategy and transformation, Ricardo imparts invaluable counsel to enterprises seeking to reinvigorate their brands amidst cutthroat competition. His pragmatic insights emphasize the essence of market acumen, authenticity, and alignment with customer values.Segment 6: Envisioning Tomorrow's Customer EngagementGazing into the future, Ricardo's visionary stance offers a glimpse into the next chapter of Customer Engagement Centers. From AI-fueled personalization to elevated analytics, he unveils pioneering strides poised to redefine the horizon of customer engagement.Ricardo's voyage and wisdom underscore the paramount role of strategic orchestration, innovation, and an intimate comprehension of customer aspirations in the realm of customer engagement. As we navigate the ever-evolving hospitality landscape and beyond, his narrative stands as a guiding light for all aspiring to master the intricacies of crafting unparalleled customer experiences.Stay tuned for more enlightening dialogues as we unravel the enigma behind sculpting extraordinary encounters across diverse industries. Your reflections and thoughts on these insights are warmly welcomed! 🚀🌍#CustomerEngagement #HospitalityIndustry #BrandStrategy #Innovation #CustomerExperience #LeadershipInsights***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: 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 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/  --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message