Servant Leadership and Tribal Engagement with Garry Ridge [Servant Leadership]

Welcome to another episode of Press 1 For Nick! In today's episode, our special guest, David Avrin—renowned speaker, consultant, and author, talks about the complexities of crafting predictable customer journeys and the essential need for businesses to adapt to shifting customer preferences and conveniences. David shares personal anecdotes—like his frustrating experiences with self-checkout systems and inflexible company policies, including his challenges as a Hilton diamond member. These stories highlight the pervasive friction points in customer interactions and their profound impact on brand loyalty and trust. Through practical examples, such as Uber's seamless user experience and the pitfalls of long sales pitches, David explains how businesses can gain a competitive edge by making the customer journey ridiculously easy. From simplifying returns and trials to adopting modern payment methods, David and Nick underscore the critical need for companies to walk in their customers' shoes and continuously evaluate their ease of navigation. So, tune in as David and I reveal the secrets to making it easy for customers to do business with you—a crucial step for success in today’s competitive marketplace! ABOUT NICK GLIMSDAHL Subscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn *** LISTENER SUPPORT Purchase Nick’s books:  Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nick  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/

Welcome to another episode of Press 1 For Nick! Today, we have an interesting conversation with the banking maestro himself, Anton de Wet, Chief Client Officer at Ned Bank Retail and Business Banking.  With a career that dates back to 1986, Anton is no stranger to pioneering strategies that revolutionize customer experiences in banking. He unpacks the art of crafting client-centered cultures and reveals how organizations can successfully build robust design capabilities that truly resonate with clients' needs. Get ready to dive into the world of iterative design, rigorous testing, and the marriage between customer experience outcomes and tangible business results. Anton also sheds light on the critical role of AI in enhancing service delivery within the contact center and the imperative of continuous adaptation to stay aligned with changing client expectations. But that's not all. He opens up about the best practices for communicating the value of client experiences, transforming customer feedback into actionable insights, and implementing consistent customer experiences across various channels. His seasoned perspective will provide invaluable insights to those new to the client experience space or feeling overwhelmed by the challenge. So, press play, lean in, and let's decode the pixie dust and fairy tales behind crafting a successful customer experience with Anton de Wet. Stay tuned! ABOUT NICK GLIMSDAHL Subscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn *** LISTENER SUPPORT Purchase Nick’s books:  Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nick  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/  SPONSORING OPPORTUNITIES: Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

Welcome to another episode of Press 1 For Nick! Today we have a treat for our listeners as we dive into the world of customer experience and strategy with Chris Hood, the mastermind business strategist and a recognized customer experience guru. In this episode, Chris shuns the allure of inflated titles, underlining the importance of achievements over nominal status - a topic we thoroughly dissect, particularly the manipulation of titles for credibility in smaller businesses. As we navigate the complex intersection of AI and customer engagement, Chris expresses a prudent skepticism about the rush towards AI and emphasizes the undeniable power of human connection. This notion is echoed by a poignant Super Bowl commercial by Discover Card, reinforcing the need for personal interaction in an age of increasing automation. Furthermore, we explore the notion of Customer Value Alignment (CVA) through the intriguing Goldilock scale, debate the consequences of prioritizing profits over passion with an eye on the gaming industry, and discuss Disney's recent focus shift. The episode challenges businesses to hold fast to their foundational values while evolving with the unstoppable tides of technology and customer expectations. Join us as we venture into business strategy and customer experience where Nick and Chris share their insights on how to not just survive but thrive in the digital age.

Welcome back to another episode of "Press 1 For Nick"! In today's episode, we have the pleasure of having a special guest, Dr. Michael Gervais, Founder of Finding Mastery.Dr. Mike is a world-renowned psychologist and author of "The First Rule of Mastery," bringing two decades of experience working with the elite in sports and business. This episode revolves around the critical importance of self-talk, breathing, and mental training techniques like meditation and mindfulness. We'll be exploring how these practices can not only guide us through high-stress situations but also bolster our self-worth and internal validation, transcending the need for external approval—a concept Mike knows all too well, as he shares his battles with FOPO, the fear of other people's opinions. We'll also delve into the transformative journey from being a puddle to embodying the resilient vastness of an ocean, discussing practical mindfulness practices, the power of journaling, and the profound impact of wise counsel. Additionally, Dr. Mike will unfold the significance of defining our identity beyond social roles and navigating the unpredictable landscape of public perception. Join us as we unfold these mindful strategies that top athletes and successful professionals use to stay present, confident, and at the peak of their game. If you're ready to transform your mindset, let go of the fear of judgment, and embrace a life of mastery. Let’s get into this episode! Join this channel to get access to the perks: https://www.youtube.com/channel/UCje-gI_3Ca1AGXUvcPxz7VA/join   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. #customerservice #customerexperience To stay up to date with my latest videos, make sure to subscribe to this YouTube channel by clicking this link: https://www.youtube.com/c/Press1ForNick?sub_confirmation=1 https://press1fornick.com/podcast/ #customerexperience #customerservice

J.J. Peterson - StoryBrand Chief of Teaching and Facilitation at StoryBrand and Co-Author of the Book, Marketing Made Simple [Marketing] ABOUT NICK GLIMSDAHL Subscribe to my bi-weekly newsletter Find me on Twitter Find me on LinkedIn LISTENER SUPPORT Purchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nick 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/

Overview: In this episode, Garry Ridge discusses the importance of servant leadership and tribal engagement in achieving success. He talks about the attributes of tribalism, such as learning and teaching, belonging, values, and specialization, and how these can be applied in modern organizations. He also shares his thoughts on the role of a tribal leader and the values he looks for in hiring people. Highlights: "I am committed to the task of servant leadership in that I am here to help others succeed." "One of the biggest desires we have as human beings is to belong." "Tribes had values. What are the values there for? To help protect people and set them free?" "Some tribe members are better warriors, and others are better builders, and others are better sales people, and some are even good customer service people." "Doing the right thing is most important." Links: WD-40 careers page: https://wd40company.com/careers/current-opportunities/ Call to action: If you enjoyed this episode and want to learn more about servant leadership and tribal engagement, check out the WD-40 careers page and see if there are any opportunities that align with your values and skills. ABOUT NICK GLIMSDAHL Subscribe to my bi-monthly newsletter Find Press 1 For Nick on YouTube Find me on Twitter Find me on LinkedIn LISTENER SUPPORT Purchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nick 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/

In today's episode, we have the pleasure of having a special guest, Geralyn Gaines, Guest Experience Immersion Manager at Ford Motor Company.Join us on this episode of the Press One podcast as we speak with Geraldine Gaines, the Guest Experience Immersion Manager at Ford Motor Company. Geraldine shares insights on enhancing the guest experience, the importance of diversity and inclusion, and the evolution of customer expectations in the automotive industry.In this episode, we'll cover:- The role of the Guest Experience Immersion Manager at Ford Motor Company- Why it's important for dealerships to reflect the diversity of their local communities- The shift from viewing customers as transactions to treating them as guests- Strategies for enhancing the guest experience, including Four Pass Rewards and remote service options- The use of Net Promoter Score to measure customer advocacy and satisfaction.Get ready to be inspired and gain the knowledge you need to elevate your own guest experiences!__________________________________________________________________________________________________________________________"They want somebody who can relate. They want to talk to somebody who can relate to them and that can best serve their needs." [00:02:45]"We want to be able to attract people to our brand by providing them with these very unique experiences." [00:06:38]"If it takes that little extra time with the guests, they'll rave about you, and you'll bring in even more business." [00:19:10]"Guests want convenience." [00:20:59]"I love hospitality. This is my dream job." [00:22:12]ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/

Episode Highlights:In today's episode, we have the pleasure of having a special guest, Elizabeth Dixon, President and CEO of Trilith Foundation.Join us as we dive into the importance of understanding and living out one's purpose in life, and how it can lead to personal and professional fulfillment.In this episode, you will also learn more about:• The definition of purpose and its significance in our lives• How to distinguish between taking purpose from our work and bringing purpose to our work• The impact of having a strong sense of purpose in life  and the organizations we are part of• Overcoming the challenges that can hinder us from finding our purpose.• Practical strategies for staying committed to our purpose and aligning our thoughts and actions.Get ready to dive into these topics and how they can truly transform your life. Stay tuned for an inspiring and thought-provoking conversation. Let's get started!"To me, [purpose] means the reason that something exists or another way to say that is a reason for being."[01:30] - Elizabeth Dixon"I had a moment that really woke me up to the fact that I was defining my purpose in a lot of ways by my work. I wasn't bringing my purpose to my work, and that there was a really big difference between those two."[02:15] - Elizabeth Dixon"When we extract our purpose from [our work], we can really get shaken up... The opposite of that is knowing our purpose, why we exist. And then we bring that into that season, that stage, that job, we bring it to our work."[03:10] - Elizabeth Dixon"Statistics say, and some experts would say this is a very conservative number, that 75% of people say that they cannot articulate their purpose in life."[06:05] - Elizabeth Dixon"We have to make sure that we are thinking about our thinking."[09:49] - Elizabeth Dixon"What are your thoughts throughout the day? Are they aligned with your sense of purpose?"[10:30] - Elizabeth Dixon"We need emotions to be in the car, but in the backseat of the car... If our feelings are driving anything, we are really all over the place."[14:26] - Elizabeth Dixon"My purpose is to reflect Jesus by galvanizing people and ideas for good."[17:44] - Elizabeth Dixon"I think I want to leave behind a legacy of a wife and a mom and a friend who reflected my creator."[22:04] - Elizabeth Dixon"When we think about ourselves in that place [looking back at 80 years of living], what are we going to be most proud of, and what do we need to do today to truly live that out?"[25:05] - Elizabeth DixonABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/

Episode Highlights:In this episode, Michael Tingey will be sharing his insights and experiences in the golf industry. He began his journey in the golf industry while still in college. Working as a sales associate at Uinta Golf in Utah, he sold golf clubs while pursuing his degree. As he approached graduation, Michael had offers from various industries but realized that his passion lay in golf. He will take us on a journey through his career at Ping, a renowned golf company, and highlight the key elements that contribute to their success. Join us as we talk about the importance of humility, effective communication, and taking responsibility for mistakes.Get ready for an engaging conversation filled with valuable lessons and anecdotes that will leave you wanting to know more about the world of golf. So, let's press play and get started with our conversation with Michael Tingey."Finding your passion: 'I realized I love the golf industry and maybe I can make a career out of this.'"— Michael 01:06Prioritizing Workload: "I learned the importance of balancing my workload and prioritizing the tasks that I have working full time and going to school, I had to juggle a lot of things and make sacrifices."— Michael 03:12Customer Service Excellence: "Service is really part of our mission, and one of the things we try to do is empower our representatives to be able to handle any experience or any situation that comes their way."— Michael 09:20Word-of-Mouth Marketing: "You gave us a tour. A couple of weeks ago, we had an incredible experience. We loved learning about the history of Ping. Because of that experience, I've now shared the story with all of my golfing buddies, and my family. I've shared the pictures and even went and got a custom fit for a set of I 230 irons and a hybrid. And really, I mean, isn't that what it's all about?"— Michael 12:25 The Importance of Custom Fitting in Golf: "Yeah, fitting is an essential part of the game, and we strongly recommend that every golfer get custom fit for their clubs."— Michael 13:58Custom Golf Club Fitting: "Every swing is unique. Every person is unique and we have to create tailored individual experiences for every person that comes to get custom fit in that interview."— Michael 15:10Golf Club Fittings: "We have our online web fit tool and... we've been able to develop an algorithm that allows us to get a pretty accurate fitting based off of the input that you put in."— Michael 18:03 The Importance of Culture and Employee Satisfaction at Ping: "When you hire the right people and get the right people into the right positions, that's where success comes."— Michael 21:06Ping's Remarkable Employee Loyalty: "It's not uncommon to see people have been here 30, 35, 40 years throughout the campus."— Michael 24:02The Importance of Employee Feedback: "And I think as we listen to our employees, that's how we're going to gain those insights."— Michael 26:28ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books:Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK 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/

Join us for a captivating discussion on employee experience, including 'The First 100 Days' framework, unique employee benefits, and mastering the art of balancing engagement and care. Tune in to unlock your organization's workforce potential! 🌟🎬 Episode Highlights:Shift from Customer to Employee Experience: Join us as we explore why renowned customer experience expert Joey shifted his focus to employee experience, unveiling how this transition transformed his perspective on customer experience. Phases of Experience: Discover the fascinating connection between the eight phases of employee experience and customer experience. Joey draws intriguing comparisons, revealing their intertwined nature. Common Challenges in Employee Journey: Dive into the common hurdles businesses face while guiding employees through various phases of the employee experience. Joey sheds light on areas where organizations often stumble. Tools for Enhancing Employee Journey: Joey's research uncovered six standout tools for enhancing the employee journey. Learn how these tools contribute to creating a positive experience for employees and hear real-life success stories. Balancing Personalized Communication and Tools: Explore the pivotal role of personalized communication in the employee experience. We delve into striking the right balance between communication and tools for employee satisfaction. ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBROUGHT 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/