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Jane talks about:·       Lessons she learned from her Dad·       Talks about her time on Undercover Boss·       The importance to taking caring for your people The person who has influenced Jane the most in the past year:·       Chick fil a – They are the best out there in Customer Service.·       Dare to Serve by Cheryl Bachelder: https://amzn.to/3pwKLzP·       Thanks for Coming in Today: Creating a Culture Where Employees Thrive & Customers Service is Alive by Charles Ryan Minton: https://amzn.to/3ipENze Her note to all customer service professionals:“Be Kind, because we have no idea what’s going on in people’s lives, and try to make someone else’s life a little better…” Love Kindness: http://www.reebavenuecenter.org/love-kindness/Transcript:https://press1fornick.com/jane-grote-abell/ JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with NickBOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Michael talks about:·       What CX has to do with better experience in the contact center·       How to improve employee retention·       How training in the contact center is different than general CXThe person who has influenced Michael the most in the past year:Art Ginsler’s book: Art’s Principles – 50 years of hard-learned lessons in building a world-class professional services firm: https://amzn.to/34L5ira   His note to all customer service professionals:“Listen to your customers…and act on what you hear.”Transcript: https://press1fornick.com/michael-hinshaw/   JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Chris Voss - World's #1 Negotiation Coach, Bestselling Author "Never Split The Difference" - CEO at The Black Swan Group, Ltd - Part 2 of 2 [Negotiation]Chris talks about:·       What is mirroring and why it works?·       What is the beauty of silence?·       How do you get comfortable being uncomfortable?·       What is the importance of visualization?·       What tactics should a Customer Service Rep use to diffuse a frustrated customer?·       Why you shouldn't say I'm Sorry in Customer Service.The person who has influenced Chris the most in the past year:The Ride of A Lifetime by Bob Iger: https://amzn.to/2R45RcgHis note to all customer service professionals: “Take the time to actually hear people out. You’re going to get a 7 to 1 rate of return on your time, because people are going to continue to come back to you until they feel heard…and demonstrate your understanding.” Transcript: https://press1fornick.com/chris-voss  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Chris Voss - World's #1 Negotiation Coach, Bestselling Author "Never Split The Difference" - CEO at The Black Swan Group, Ltd - Part 1 of 2 [Negotiation]Chris talks about:·       How long do you have to make that first impression?·       How did you make your first impression count?·       How do I get the customer who is fired up to calm down and get them to trust you?·       What is the power of an open-ended question?·       How do you continue to push somebody to the limit, but still gaining their trust?Transcript: https://press1fornick.com/chris-voss  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here 

Paul talks about:·       The Fireside Chats Without The Fires Podcast·       Why some managers only see their employees vs. family·       Why he sees his employees as a sports teamThe person who has influenced Paul the most in the past year: Limitless by Jim KwikHis note to all customer service professionals: “Be authentic to the customers’ needs.”Transcript: https://press1fornick.com/paul-catherall  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Brad Cleveland - Author, Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results [Customer Experience]Brad talks about:·       Why organizations should build a core leadership team around the Customer Experience·       The importance of effective communication·       How to get Employee FeedbackThe person who has influenced Brad the most in the past year:My Mom, Annie ClevelandHis note to all customer service professionals: “Thank you for all the hard work and important work that you do.”Transcript: https://press1fornick.com/brad-cleveland  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Jeff Toister, Author of The Guaranteed Customer Experience [Customer Guarantee]Jeff talks about:·       What is a customer guarantee?·       How do you ensure promises are kept?·       How do you recover from a broken promise?The people who have influenced Jeff the most in the past year:·       Denise Lee Yohn·       Leslie O’FlahavanHis note to all customer service professionals:“Write your own thank you letter, put it on your desk and then read it once a day for three weeks at the beginning of your shift, and try to earn a real version of that letter.” Transcript: https://press1fornick.com/jeff-toister   JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guest's book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

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 empathyThe person who has influenced Bob the most in the past year:Nancy at the Juno Beach CafeHis note to all customer service professionals: “Never let compliance stand in the way of making an experience great for the customer.” Transcript: https://press1fornick.com/bob-burg  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here 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 hereOuVQy69Un3XeRHTZws5O  This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Ron talks about:·       What it takes to build a service culture·       The difference between excellent service and service culture·       And the importance of a service mindsetThe person who has influenced Ron the most in the past year:Afeef HussainHis note to all customer service professionals:“Be grateful for the privilege you have for today to touch and uplift other people’s lives.” Transcript: https://press1fornick.com/ron-kaufman/  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here 

Melina talks about:·       The old adage “Perception Is Reality”·       How to shift your business to be customer-obsessed·       What drives buying behavior·       How to leverage the power of questionsThe person who has influenced Melina the most in the past year:Scott Miller – EVP of Thought Leadership at Franklin Covey and his book Marketing Mess to Brand Success: https://amzn.to/2RFw5BT Her note to all customer service professionals:“Be Thoughtful”Transcript: https://press1fornick.com/melina-palmer  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Mary Poppen - Chief Customer Officer, Glint at LinkedIn [Customer Success]Mary talks about:·       Why it’s important to be happy at work·       How to become happier and more successful·       And company culture plays a role in employee engagement The person who has influenced Mary the most in the past year:Vincent Manlapaz: https://www.linkedin.com/in/vincentmanlapaz/The Service-Based Paradigm Mindset: https://amzn.to/3xRCVVx  Her note to all customer service professionals: “When a customer comes first, then the customer will last. – Robert Half” Transcript: https://press1fornick.com/mary-poppen-chief-customer-officer-at-glint/  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Dan Brousseau – Principal at McorpCX [Customer Experience] Dan talks about:·       What it means to have a double bottom line·       How to turn insight into impact·       And the steps to take to get impact The book that has influence Dan the most:The Power of Moments by Chip & Dan Heath: https://amzn.to/3eQIAlL His note to all customer service professionals: “Do everything you can to stay really close to the business.” Transcript: https://press1fornick.com/dan-brousseau/  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Marcus Sheridan - Author, They Ask, You Answer [Customer Obsessed]Marcus talks about:· Why companies should obsess over customers· Why don’t companies educate their customers· Why consumer ignorance is no longer a sales and marketing strategyThe person who has influence Marcus the most in the past year:“Never Lose a Customer Again” – Joey ColemanHis note to all customer service professionals:“It should never be our go to sounds sound smart, it should only be our goal to be understood.”Transcript: https://press1fornick.com/marcus-sheridan/ JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Dr. Chris Phelps - Dentist, Author & Cialdini Method Certified Trainer [Influence]Chris talks about:· The difference between telling vs. influencing employees· How to improve patient experience· The results of behavioral science in his practicesThe person who has influence Chris the most in the past year:Robert Cialdini. Books: Influence: The Psychology of Persuasion: https://amzn.to/3ergeOY and Pre-suasion: https://amzn.to/3xnoyrDHis note to all customer service professionals" “Find a connection and something that you can praise your customers about if possible”. JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

J.J. Peterson - StoryBrand Chief of Teaching and Facilitation at StoryBrand and Co-Author of the Book, Marketing Made Simple [Marketing]He talks about:· How to get a customer interested in brands· How to pique someone’s interest· Why it’s important to obsess over your customers’ success· The importance of empathy and authority in storytelling The person who has influenced J.J. the most in the past year:Beth (Friend) His note to all customer service professionals:“Don’t play the victim.”Transcript and show notes can be found here: https://press1fornick.com/j-j-peterson/ JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Ben Gertz - Director of Learning and Development at EcoWater Systems LLC [Learning & Development]Ben talks about:· Learn & Development, and why it is important· The benefits of L&D· What happens after training· How companies can be intentional about L&D when we are working from homeHis note to all customer service professionals:“Training doesn’t end in the classroom, so what are you doing about it.”Transcript and show notes can be found here: https://press1fornick.com/ben-gertz/JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Kieron Kitson-Walters - Senior System Administrator at Under Armour [Customer Service]Kieron talks about:· The importance of blending both empathy and technology· How to empower your agents to provide empathy· How to set clear expectations· The importance of innovation at Under ArmourHis note to all customer service professionals:“Listen.”Transcript and show notes can be found hereJOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here 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 here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Ebrahim Hyder - VP Consumer Support at Michael Kors [Customer Service]He talks about:·       Why and How to establish operational excellence standards·       How a brand like Michael Kors create customer loyalty·       How to improve your First Call Resolution The book that has influenced Ebrahim the most in the past year:✔️ Pushing Boulders: Oppressed to Inspired by Athol Williams: https://amzn.to/3dah9UrEbrahim's note to all the customer service and CX professionals:"Thank you for all that you've done in elevating the service experience. Unfortunately, our jobs are never, so we must keep pushing the boulder and continuously trying to improve the customer service experience."JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedIn: https://www.linkedin.com/company/press-1-for-nick/Website: https://press1fornick.com/podcast/  Connect with Nick: https://www.linkedin.com/in/nickglimsdahl/   BOOK RECOMMENDATIONS:Learn about all the guests book recommendations: 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://www.cxofm.org/ SUPPORT:Want to support this show? Click here to buy me a coffee: https://www.buymeacoffee.com/press1fornick SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

Marc Havercroft - Global Chief Customer Officer - SAP Cloud Business Group| SAP SuccessFactors [Human Experience]He talks about:·       Individualization vs Personalization·       Removing obstacles and listening to your people·       The importance of Emotional Intelligence The book that has influenced Marc the most in the past year:✔️ Grit: The Power of Passion and Perseverance: https://amzn.to/39W5LJM Marc’s note all the customer service and CX professionals: “Delight your customers and be the subject at their dinner table.” JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedIn: https://www.linkedin.com/company/press-1-for-nick/Website: https://press1fornick.com/podcast/  Connect with Nick: https://www.linkedin.com/in/nickglimsdahl/   BOOK RECOMMENDATIONS:Learn about all the guests book recommendations: 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://www.cxofm.org/ SUPPORT:Want to support this show? Click here to buy me a coffee: https://www.buymeacoffee.com/press1fornick SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Alice Sesay Pope - SVP, Global Head of Contact Centers at VISA [Digital Transformation]She talks about Digital Transformation:·       Who should have a seat at the transformation table?·       How to mitigate risk?·       How to build a business case to digitally transform a company? The book that has influenced Alice the most in the past year:✔️ Switch: How to Change Thing when Things are hard: https://amzn.to/39IOPX6Her note to all the customer service and CX professionals:"Thank you." JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedIn: https://www.linkedin.com/company/press-1-for-nick/Website: https://press1fornick.com/podcast/  Connect with Nick: https://www.linkedin.com/in/nickglimsdahl/   BOOK RECOMMENDATIONS:Learn about all the guests book recommendations: 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://www.cxofm.org/ SUPPORT:Want to support this show? Click here to buy me a coffee: https://www.buymeacoffee.com/press1fornick SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/