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:
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
