The Heart of Service isn’t just another business book—it’s a playbook for leaders who want AI to strengthen, not replace, human connection. Through the story of Chloe Chen, a contact center leader facing rising volumes, low morale, and vendor pressure, listeners learn how to push past the hype, listen to frontline teams, and design a customer experience that actually works. Each chapter blends a relatable narrative with practical tools leaders can use right away to build trust, improve outcomes, and keep people at the center of their strategy.
Buy Now: https://a.co/d/cuTRkJh
On this episode of Press 1 For Nick, host Nick Glimsdahl sits down with Brandon Knight, Head of CX Ecosystem at Zoom, for a candid and insightful conversation about the future of customer experience and the powerful role AI is playing in transforming the contact center space. Brandon shares his unique, never-before-told journey from managing a Philadelphia doctor’s office to becoming a contact center agent, eventually climbing the ladder to leadership and innovation at Zoom.
Nick and Brandon dive deep into some of the most persistent misconceptions about Zoom’s CCaaS platform, what’s truly changed in the last year, and why AI is more than just a buzzword—it’s evolving at lightning speed and shaping real outcomes for businesses and their customers. You’ll hear exclusive thoughts on the rapid acceleration of AI in CX, how Zoom is working to create seamless, orchestrated customer and employee experiences, and what exciting features are coming down the pipeline.
Whether you’re curious about AI’s impact, looking to avoid common pitfalls in cloud contact center migrations, or want an inside look at how Zoom partners with organizations to maximize success, this episode is packed with insights, honest reflections, and actionable advice. Stick around for the lightning round and find out Brandon’s personal favorite Zoom feature, plus his best pitch for why frustrated customer service leaders should give Zoom Contact Center another look. Don’t miss this engaging conversation on the next frontier of customer experience!
Welcome to another episode of Press 1 For Nick!
We have the pleasure of having Jessica Austin Barker, the Chief Digital and Client Experience Officer at TIAA, a century-old financial services company dedicated to helping individuals in nonprofit sectors secure a stable retirement.
Jessica leads TIAA’s digital transformation, focusing on client-first experiences in retirement planning.
Join us as she discusses turning "mission obsession" into "customer obsession," the importance of micro-behaviors in achieving financial goals, and the innovative ways TIAA is bridging client experience and technology gaps.
We'll explore their unique "mission metric" for service success, the integration of digital and human advice, and how AI is being cautiously implemented to enhance client outcomes.Jessica also highlights the emotional connections driving client-centric behavior, the significance of financial education, and how a culture of experimentation fosters growth even in the risk-averse world of financial services.
Get ready for an insightful conversation on transforming retirement planning and how TIAA's mission-driven approach is setting a new standard in the industry.
Let’s dive in!
BROUGHT TO YOU BY:
VDS is 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/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
Welcome to another episode of Press 1 For Nick! In today's episode, our special guest, David Avrin—renowned speaker, consultant, and author, talks about the complexities of crafting predictable customer journeys and the essential need for businesses to adapt to shifting customer preferences and conveniences.
David shares personal anecdotes—like his frustrating experiences with self-checkout systems and inflexible company policies, including his challenges as a Hilton diamond member. These stories highlight the pervasive friction points in customer interactions and their profound impact on brand loyalty and trust.
Through practical examples, such as Uber's seamless user experience and the pitfalls of long sales pitches, David explains how businesses can gain a competitive edge by making the customer journey ridiculously easy.
From simplifying returns and trials to adopting modern payment methods, David and Nick underscore the critical need for companies to walk in their customers' shoes and continuously evaluate their ease of navigation.
So, tune in as David and I reveal the secrets to making it easy for customers to do business with you—a crucial step for success in today’s competitive marketplace!
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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/
Welcome to another episode of Press 1 For Nick! Today, we have an interesting conversation with the banking maestro himself, Anton de Wet, Chief Client Officer at Ned Bank Retail and Business Banking.
With a career that dates back to 1986, Anton is no stranger to pioneering strategies that revolutionize customer experiences in banking. He unpacks the art of crafting client-centered cultures and reveals how organizations can successfully build robust design capabilities that truly resonate with clients' needs.
Get ready to dive into the world of iterative design, rigorous testing, and the marriage between customer experience outcomes and tangible business results. Anton also sheds light on the critical role of AI in enhancing service delivery within the contact center and the imperative of continuous adaptation to stay aligned with changing client expectations.
But that's not all. He opens up about the best practices for communicating the value of client experiences, transforming customer feedback into actionable insights, and implementing consistent customer experiences across various channels. His seasoned perspective will provide invaluable insights to those new to the client experience space or feeling overwhelmed by the challenge.
So, press play, lean in, and let's decode the pixie dust and fairy tales behind crafting a successful customer experience with Anton de Wet. Stay tuned!
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Purchase Nick’s books:
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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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/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
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.
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!
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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
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https://press1fornick.com/podcast/
#customerexperience #customerservice
J.J. Peterson - StoryBrand Chief of Teaching and Facilitation at StoryBrand and Co-Author of the Book, Marketing Made Simple [Marketing]
ABOUT NICK GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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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/
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
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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/
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 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/
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 Dixon
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/
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 01:06
Prioritizing 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 03:12
Customer 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 09:20
Word-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 13:58
Custom 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 15:10
Golf 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 21:06
Ping's Remarkable Employee Loyalty: "It's not uncommon to see people have been here 30, 35, 40 years throughout the campus."
— Michael 24:02
The Importance of Employee Feedback: "And I think as we listen to our employees, that's how we're going to gain those insights."
— Michael 26:28
ABOUT NICK GLIMSDAHL
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LISTENER SUPPORT
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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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/
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.
ABOUT NICK GLIMSDAHL
Subscribe to my bi-monthly newsletter
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Support this show through Buy Me A Coffee
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/
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 potential
Primary 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 consistently
Primary 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 barriers
Primary 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 strategies
Primary 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 posting
Primary 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 content
ABOUT NICK GLIMSDAHL
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LISTENER SUPPORT
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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 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/
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 GLIMSDAHL
Subscribe to my weekly newsletter
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LISTENER SUPPORT
Purchase Nick’s books:
Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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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/
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.
ABOUT NICK GLIMSDAHL
Subscribe to my weekly newsletter
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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/
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:
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 GLIMSDAHL
Subscribe to my monthly newsletter
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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/
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:
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 GLIMSDAHL
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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/
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 strategies
Primary 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 vibe
Primary 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 data
ABOUT NICK GLIMSDAHL
Subscribe to my weekly newsletter
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/
How to have Uplifting Service - Ron Kaufman, New York Times Bestselling Author "UPLIFTING SERVICE" [Service]
ABOUT NICK GLIMSDAHL
Subscribe to my bi-weekly newsletter
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/