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What's at stake if you don't focus on CX? Elizabeth Dixon, Strategy, Innovation, Virtual & Live Speaking; Chick-fil-A Inc. [Customer Experience]What is the power of CX?What parts of the product, process, place, and people make the customer experience stand out?What's at stake if you don't focus on CX? Why is having the right mindset so important?What are the behaviors that create the culture at work? How does the consumer feel when they are not appreciated?What part does empathy play in the CX?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/ 
[Replay] Ryo Zsun - The Culture Mystro at Zappos [Zappos Experience]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/ 
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, making it easy to access and intuitive to use. They are the World’s Most Popular Corporate E-Learning Solution.Brian Kaufman is the Director of Customer Experience at Bespoke Post, where he’s helped scale the team from 3 agents in 2017 (he was one of them!) to nearly 60 agents today. Bespoke Post was recently named Best in Class Contact Center at the 2021 CCW Excellence Awards, and Newsweek listed Bespoke Post among the top Subscription Box customer experience companies for 2020 and 2021. Prior to joining Bespoke Post, Brian spent more than 5 years as a television sports anchor/reporter in various news markets across the country.Congrats on your new role. Give my listeners a recap of GO1 and your new role.Take me through the first week at GO1. What was your goal? Interface: what do you deliver and the customer experienceHave you talked to your clients?What questions are you asking the employees and customers?Why should a company culture reflect its purpose and drive?Why should learning be a lifelong process?How does Go1 use intelligence to offer user recommendations based on users’ preferences?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/ 
[Replay] Culture Is Built On What You Practice, Promote and Permit. Tim Kight - CEO, Focus 3 // Speaker, Writer, Coach [Culture]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-nickSupport 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/ 
Use Data to Personalize the Customer Experience, Brian Kaufman, Director of Customer Experience at Bespoke Post [Subscription Experience]Brian Kaufman is the Director of Customer Experience at Bespoke Post, where he’s helped scale the team from 3 agents in 2017 (he was one of them!) to nearly 60 agents today. Bespoke Post was recently named Best in Class Contact Center at the 2021 CCW Excellence Awards, and Newsweek listed Bespoke Post among the top Subscription Box customer experience companies for 2020 and 2021. Prior to joining Bespoke Post, Brian spent more than 5 years as a television sports anchor/reporter in various news markets across the country.Bespoke Post is a monthly membership club delivering awesome boxes of top-shelf goods from under-the-radar brands.And it’s free to join!Every month, they introduce their members to cool products like outdoor gear, barware, clothing, and more (even live oysters!).It is all based on a preference quiz members fill out when signing up. The box lineup changes every month, and each box has around $70 in value, but you only pay a fraction of the price.Use promo code [NICK] for 20% off your first order.Tell my listeners who is Bespoke?What's in a box?How do you choose the products you work with?How do you use data to personalize the experience?What role does storytelling play at BeSpoke Post?What's your role as the Director of CXWhat initiatives are you working on?How do you shift the customer to a club mindsetWhat about the manufacturing experienceABOUT 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/ 
Eric Farber - Author, The Case for Culture [Culture]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/ 
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 see a brighter future—where companies embrace a higher purpose, create value for all stakeholders, and contribute positively to society. She is the author of Journey to Centricity: A customer-centric framework for the era of stakeholder capitalism. Buy here book: https://amzn.to/3J1d82RWhy do brands need to be more human?How can you shift your focus to bring more humanity into companies?How can my listeners connect emotionally with customers?What does a strong community have to do with brand purpose and trust?What makes a company trustworthy?What makes empathy one of the most important competencies of emotional intelligenceHow can companies embed empathy into the entire organizationWhere should it start?Can empathy be taught?For the listeners who aren't quite convinced empathy matters, what data do you have to change their minds?Why do brands need to be more human?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/ 
Kindra Hall - Chief Storytelling Officer at SUCCESS Magazine, Keynote Speaker, and WSJ Bestselling Author of Stories That Stick [Stories That Stick]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/ 
Tony Johnson. Tony is the founder and principal at The Tony Johnson Group.  He is an international speaker, author, and thought leader on the topics of customer and consumer experience, customer service, guest engagement, and leadership.What does CX mean to you?Let's talk about the Great Resignation. When did it start and why is it happening?What can companies do about it?Pay, Benefits, Flex in schedulingwhat does it mean to really appreciate employees?EX, What does it mean to treat your people well?What examples do you have of someone who has done that well?Is it important for employees to know theirs why?What role does recognition play in retaining your clients?How much feedback do employees have?Why does real work exp in cx strategy matter so much?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/ 
Brian Solis - Global Innovation Evangelist at Salesforce [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/ 
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 have the opportunity to train and compete during the pandemic.What is NIL? 2:05.169 - 3:33.105What is the Average Student-Athlete Debt at OSU? 4:17.541- 5:53.288It seems like a lot of Colleges/Universities are stretching the boundaries when it comes to NIL, so How is the NCAA making sure everyone playing "in bounds" per se?I heard Ryan Day, who is the Head Football Coach at Ohio State, Ryan Day, say that it will take about 13 million dollars to keep the roster intact. Which is a lot of money, which means a lot of responsibility, so how are you prepping the student-athletes at OSU for NIL when it comes to financial literacy, taxes, business plan, etc.?The recruiting process is crazy now, where these athletes are deciding on a school that is the highest bidder, so what is OSU doing to make sure you're not falling into that trap and staying true to your standard of excellence?It isn't only about bringing in the best talent, but retaining them year over year, especially with the new rules with the transfer portal. What can OSU do to minimize this risk of players transferring?Does this align with the Circle of Care?One of those pillars is mental health. You have 4 full-time sports psychologists now. How has the impact been on your athletes? What book or person has influenced you the most in the past year?If you could leave a note to all collegiate athletes interested in OSU, what would you say?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/ 
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/ 
Jason Lippert is the CEO at LCI Industries, but he has served in many positions over the last 28 years, his first role in the company was as a management trainee. Lippert combines their strategic manufacturing capabilities with the power of its winning team culture to deliver unrivaled Customer Service, award-winning Innovation, and premium products to every customer they do business with. What is one thing people might not know about you? .46.190 - 2:11.513For those who don't know, who is LCI Industries? 2:21.439 - 3:11.066Hidden Gem Vacation spots 3:35.498 -4:41.637What is your purpose at LCI? 4:50.321 7:32.852Why do you need to drive toward values - Treat your Employees Like Family Members -8:24.961 - 8:57.219You've led a unique and effective company culture journey, resulting in significant decreases in turnover(200% from 2011 to 31% in 2021). What changed? Value/ Listen to the Frontline / Hold us accountable. Ask you Frontline Leaders Questions to Solve Problems. Separate your HR Department from Culture 9:20.918 - 14:01.992I saw online that you have weekly Listening Sessions with Frontline Leaders. 15:32.999 - 18:59.630Why it is Important to Listen by Example 19:28.730 - 20:17.117Why was it important to have a caring part of your culture - How to reprogram people on what leadership looks like - 20:34.487 - 22:58.407 [Throwing Tape Measures and Welding Rods]Why Social Responsibility Initiative a Leadership top 5 objective? Five Philanthropy on Staff - Build a better society by focusing on Social Responsibility 23:44.312 - 27:19.98128:18.505 - 28:44.848 Focus Less on the Numbers and More on Heads and Heart of your EmployeesABOUT 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/ 
Nancy Flowers is the Vice President of Insights & Loyalty at Hagerty. She is a Loyalty Strategist, Client Experience & VOC Expert, Marketing Professional, and Champion of Change. [Listening]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/ 
Marcus Sheridan - Author, They Ask, You Answer [Customer Obsessed]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/ 
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 books, Compassionomics: The Revolutionary Scientific Evidence that Caring Makes a Difference, and Wonder Drug: 7 Scientifically Proven Ways That Serving Others Is the Best Medicine for Yourself, which we will talk about today.  Stephen Trzeciak’s mission is to raise compassion and service to others globally, through science.Tell me about this Wonder Drug that helps people live longer, gives you more energy, better sleep, less depression and anxiety, more happiness, and success?Some of my listeners might say, this is too good to be true. So, how does the data back this up?What are the side effects of this wonder drug?How does serving activates the reward centers in the brain?How much serving others does it take to activate these rewards?What advice do you have for the company when it comes to giving back to the communities they work/live?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/ 
Anthony Iannarino is a highly respected international speaker, bestselling author, entrepreneur, and sales leader specializing in complex business-to-business sales.  Anthony is a top thought leader in sales strategy. His most recent book, Elite Sales Strategies: A guide to being one-up, creating value, and becoming truly consultative.What does it mean to be a sales guide?4:44.428 – 7:20.708 Why does it require more of a salesperson of being one-up?7:53.623 – 9:45.219 Are you the hero or the guide in sales?10:23.127- 11:05.288 the difference between buyer's journey and buyers' journeys11:19.093 – 13:41.318 What happens when desperation kicks in for salespeople?13:58.910 – 15:17.980 Why should you stop talking about solutions and start talking about outcomes? [Solution mode vs. Outcomes Mode]Uncertainty kills decisions16:26.820 -  19:29.620 Why Should Salespeople create certainty over credibility?19:43.782 – 21:12.486 Decisions Makers Seek Trusted Advisors21:26.678 – 23:05.03 Why prevents clients from ChangeHow to create certainty so clients change25:20 – 27:12.029ABOUT 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/ 
The Biggest Source of Digital Friction is... Roger Dooley - Author | Keynote Speaker | Podcast Host | Forbes Contributor [Customer Effort]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/ 
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 – 1:49.720How can you give your patient their best life? 2:04.793-3:26.103What questions are you asking your patients? 4:03.542 – 4:56.363How important is it to have compassion in the patient experience? Why? 5:33.771 – 8:01.393Can compassion be taught? 8:18.261 – 9:09.797Why is compassion not taught in school? 9:18.735 – 10:09.064If the world of academia was listening to this episode right now, what would you tell them about compassion? 10:29.044 – 11:14.012How important is it to know the patient’s journey? 11:45.060 – 12:49.967Have a Compassionate Mindset – [Don’t make your patients wait] 14:17.664 – 15:34.118On a prior conversation you mentioned that your professionals have coaches, so why is that so important? 15:53.417 – 16:25.891Why All clinicians should have coaches - A good coach will help the patient and human experience 17:32.468 – 19:19.741How does listening change patients’ behavior? 19:59.292 – 21:58.13423:41.293 – 24:16.533 How to use visualization to improve HealthcareHow can you check your bias before listening? 25:02.908 – 26:06.628If you could leave a note to all customer service professionals, what would you say? 29:19.711 – 30:02.351ABOUT 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/ 
[Replay] Bob Burg - Bestselling Co-author of “The Go-Giver” [Giving] 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 empathyABOUT 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/ 
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