Press 1 For Nick

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 mindset

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 Feedback The person who has influenced Brad the most in the past year: My Mom, Annie Cleveland His note to all customer service professionals: “Thank you for all the hard work and important work that you do.”

Chris Voss is the CEO & Founder of The Black Swan Group Ltd Author of Never Split The Difference: Negotiating As If Your Life Depended On It. Chris founded the Black Swan Group, in 2008 upon his retirement from the FBI where he was the FBI’s lead international kidnapping negotiator. Chapters of this episode: 0:00 – Introduction 0:53 – What is one thing people might not know about you? 2:43 – How long do you have to make that first impression? 4:30 – How did you make your first impression count? 6:35 – How do I get the customer who is fired up to calm down and get them to trust you? 16:05 – What is the power of an open-ended question? 22:31 – How do you continue to push somebody to the limit, but still gain their trust? 25:31 - What is mirroring and why it works? 29:48 - What is the beauty of silence? 32:25 - How do you get comfortable being uncomfortable? 33:33 - What is the importance of visualization? 34:51 - How to get what you want when things are lopsided? 40:30 - What tactics should a Customer Service Rep use to diffuse a frustrated customer? 41:00 - Why you shouldn't say I'm Sorry in Customer Service. 45:15 - What book or person has influenced Chris in the past year? 47:06 - If you could leave a note to all Customer Service Representatives’ Desk, what would it say? 48:39 - Learn about the Black Swan Group, Ltd. *** ABOUT NICK GLIMSDAHL Subscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn *** Nick's NEW book: Reasons NOT to Focus on CX is now available at Barnes & Noble. *** LISTENER SUPPORT 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/

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. 00:32 Introduction 02:10 Hagerty Insurance is an Automotive Lifestyle Brand. What does that mean? 10:16 VP of Insights and Loyalty – tell me what you are responsible for at Hagerty? 12:18 Loyalty- how do you define it at Hagerty? 14:41 How do you drive customer engagement and loyalty at Hagerty Insurance? 17:16 Why is it important to focus on the Moments that Matter? 19:24 How do you prioritize MTM? 26:26 How do you build an emotional connection in Moments that Matter? Do you have an example? 29:45 Can you correlate human emotion to business value? Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7 Free Ebook *** ABOUT NICK GLIMSDAHL Subscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn *** LISTENER SUPPORT 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/

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 Armour His note to all customer service professionals: “Listen.” Transcript and show notes can be found here JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect 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