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Press 1 for Nick
Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way. They are focused on the interplay between customer experience, employee experience, and the transformation of customer service.
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Press 1 For Nick
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.
Episode 26: Max Israel – CEO of Customerville
Max Israel talks about the importance of CX fatigue, ways to get your customers to invest in the conversation, and a few steps you can take to improve CX fatigue.
Episode 25: Chimene Ross – President and CCO at The Killer Brownie® Company
Chimene talks about how Killer Brownie’s came to be, how to craft the world’s most delightful experiences, and how to stay focused on the customers’ experience.
Episode 24: Christine Cravens – User Research Manager at Kroger
Christine talks about how customer needs are constantly shifting, how to create the right framework to stay nimble, and how to focus on being customer-centric.
Episode 23: Jesse Cole – Owner of Savanah Bananas
Jesse Cole talks about how his baseball team went from losing $150,000 annually to now selling out every game. It all comes down to the fan experience and flipping the script to show his fans something they had never seen before (i.e. break dancing first base coach, grandma pageant, backward day, and more).
Episode 22: Lisa Diehl – Manager, Consumer Advocacy – Global Retail Division at Blue Diamond Growers
Lisa Diehl talks about how blending technology and the human touch creates the ultimate experience and the importance of finding the balance.
Episode 21: David Avrin – Customer Experience Keynote Speaker and Consultant
David talks about his book “why customers leave and how to win them back”. In this episode, Nick and David talk about how inflexible policies are bad for business, and the importance of balancing efficiency with effectiveness.
Episode 20: Jason Anderson – Director, Customer Experience at Brisk Heat
Jason explains how he got started in CX, how to have a pre-customer experience strategy, along with steps you should take, and specific roadblocks to watch out for in your strategy.
Episode 19: Denise Lee Yohn – Keynote Speaker at Denise Lee Yohn, Inc.
Denise Lee Yohn talks about culture, what it takes to build a healthy culture, whose responsibility it is, and what companies are doing it well. She goes on to explain why companies need to find the intersection between brand and culture and the importance of communication.
Episode 18: Roger Dooley – Author | Keynote Speaker | Podcast Host | Forbes Contributor
Roger talks about his book Friction. How to define Friction, examples of high effort, and describes why security is the biggest source of digital friction.
Episode 17: Rob Stevenson – President at Seeking Excellence, Inc.
Rob Stevenson talks about his professional career, why it’s important to ask WHY, the importance of FUBAR, and why it is ok to make mistakes.
Episode 16: John DiJulius – President – The Dijulius Group
John DiJulius talks about how he got started in customer service, how important CX is to his businesses, and the importance of actively listening to your customers using the acronym FORD
Episode 15: Tanya Curtin – Director of CX at PNC
Tanya talks about a CX focused culture, how to champion a Customer Experience initiative across the enterprise, and ways to mitigate risk.
Episode 14: Derek Gaunt – Negotiations Trainer and Coach at The Black Swan Group, Ltd – Author, “Ego Authority Failure”
Derek talks about his book Ego, Authority Failure, the importance of emotional intelligence, listening, and tactical empathy. He brings all of this back to customer service.
Episode 13: Annette Franz – Founder and CEO of CX Journey, Inc.
Annette Franz talks about Journey Mapping, the difference between Journey Mapping and Life Cycle stages, how to get started, and what do once who completed your Journey Map.
Episode 12: Dr. James Killian – Principal I EX Solution Strategy at Qualtrics
Dr. James Killian shares his horrible experience of buying a bike and talks through ways to close the experience gap.
Episode 11: Shep Hyken – Chief Amazement Officer – Shepard Presentations
Shep Hyken talks about how he got started in CX, Why FINE is the F-BOMB of customer service, and he walks through the five cults of the customer. You can connect with Shep Hyken on www.hyken.com
Episode 10: Chris Drury – Director of Customer Care at Blount Fine Foods
Chris Drury talks about how he got into customer service, crazy calls he has received, and explains what it means to be a CX Evangelist.
Episode 9: James Dodkins – Rockstar Keynote Speaker at ROCKSTAR CX
James Dodkins discusses his experience as a real-life Rock Star and how he transitioned to a CX Rock Star. He also discusses his six core elements of really good customer experience and which companies are doing it well.
Episode 8: Nick Zeisler – Principal at Zeisler Consulting
Nick Zeisler – Principal at Zeisler Consulting. Nick talks about CX Strategy and Brand Promises, how to make sure they are aligned and what to do next once everything is aligned.