CX Goalkeeper with Nick Glimsdahl - S1E30 is about "Press 1 for Nick" and Customer Service

The CX Goalkeeper had a smart discussion with Nick Glimsdahl Nick Glimsdahl is director Contact Center Solutions at VDS and host of the podcast Press 1 For Nick My learnings: Be purposeful with your time. Podcasts add value for prospects, customers and for the host. It is a way to add value by having fun and serving listeners Nick mentioned some episode which stand out based on our flow: Episode 23 with Jesse Cole – Owner of Savanah Bananas. He found out that he we not in baseball business but in delivering experiences Episode 16 with John DiJulius, President DiJulius Group. Use FORD (Family, Occupation, Recreation and Dreams) on your employees and when you interact with customers. By writing a short note in your CRM you gain insights on your customers. There are quite a lot of learning: Reducing effort, breaking silos, making it as easy as possible for customer to interact with a company. Customers see a company as an entity and not the different departments. In relation to CX and CS Employee experience has a direct correlation to customer experience Be FINE – i.e.,be better than average Reduce effort and focus on the customer Listen to customers Get feedback from customers and employees Focus on business outcomes His book suggestion: Chris Voss, Never Split the differences Note to customer service employees: Do it with intent. Customers are a name and not a number Have fun serving other (enjoy the process) Note to podcasters: Focus on the quality and not quantity Respect your guest time Nick's golden nugget: Listen to this podcast, listen to this specific episode, and then continue to share it with others. Share success stories , even if it a small nugget, within and outside your organization. How to contact Nick: https://www.linkedin.com/in/nickglimsdahl/ https://press1fornick.com/ the list of the "nuggets" from Press 1 for Nick https://www.canva.com/design/DAEQOrinvMI/HgLef55o182mGAeVLyXhlg/view If someone would like to start a podcast, here are a few great tips: https://press1fornick.com/podcasting/ Thank you, Nick! #customerexperience #customerservice #cxgoalkeeper