Press 1 For Nick
Press 1 For Nick
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Simplifying Customer Experiences, with David Avrin
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!
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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
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Переглядів: 96

Відео

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From Paintbrushes to Touchdowns An Unconventional Journey to Success
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Next Practices in Experience Management: Common Mistakes To Avoid for Business Impact
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Unleash Your Curiosity: The Key to Discovering Fascinating Connections
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Unlocking Time Maximizing Productivity and External Focus in Work
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Unlocking True Happiness: Discovering Meaning and Purpose in Life
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Unlocking True Happiness: Discovering Meaning and Purpose in Life

КОМЕНТАРІ

  • @lazcano5596
    @lazcano5596 6 днів тому

    "Charcoal always tastes better; pellets always taste weird

  • @hashtagtheatre3951
    @hashtagtheatre3951 Місяць тому

    What if you find yourself across from Eddie Murphy or Mike Myers? And they Reflect one or several characters on to you. You would look like a batch of laughing hyenas? #BlackSwan #Masterclass #Mirroring #Reflection / ua-cam.com/video/hJ_Xo7k71N8/v-deo.htmlsi=jIDtfLK0GZ7D-4sy / ua-cam.com/video/4r7wHMg5Yjg/v-deo.htmlsi=3XVX4k48gUIh4Yw1 / • ^ ❦ ❧ #SNL

  • @jewelsoncagakit8423
    @jewelsoncagakit8423 Місяць тому

    is he the Jim Donald who's also the former CEO of Starbuck's?

  • @gusbarnesiii8210
    @gusbarnesiii8210 Місяць тому

    Nothing beats charcoal/woodfire taste

  • @mrritz102
    @mrritz102 2 місяці тому

    The Credo is close to my heart everyday and the legendary leadership of Horst and the entire founding fathers of the Ritz Carlton Hotel have impacted my life from the first day I started for the company back in Dec. of 1996 in Naples. I love the company values and the Naples location is legendary.

  • @Embarasin
    @Embarasin 2 місяці тому

    Sorry about the rhinos. I forget the people im around are not friends in reality. Thank you for giving me the simulstion and reminder to be respectful. I will do better .. sorry aboyt the lapse in judgment. I know that came off differently then i intended with people who understand me differently based on time whereas flippant comments that appear as i dont understand gravity.. When i do .. i was just Feeling good and playful.

  • @lorellamessana2346
    @lorellamessana2346 3 місяці тому

    Never forget I need to speach about your course about negotiation

  • @mazharsaleem3086
    @mazharsaleem3086 4 місяці тому

    Solid Snake mastered this technique

    • @louio
      @louio 3 місяці тому

      No way

  • @marionshine2118
    @marionshine2118 4 місяці тому

    I thank you for your great information

  • @SamBotkin
    @SamBotkin 6 місяців тому

    I met Jim in Palm Desert, and he was so humble and genuinely interested in others more than bragging about himself. . I didn't know who I was eating with until after he had left. His line of questioning was all about me and my career. He's a great ground up story!

    • @Press1ForNick
      @Press1ForNick 5 місяців тому

      Sam - very cool. Jim really care and has some of the best questions!

  • @ThomFord-i5g
    @ThomFord-i5g 6 місяців тому

    I loved working for this man 35 years ago. Our motto was ladies and gentlemen serving ladies and gentlemen. Now I am a gentlemen that gets served by ladies and gentlemen, but I truly loved making beautiful memories for our guests when I was a younger man. It was truly the best job I have ever held as the philosophy of providing amazing service was paramount.

    • @Press1ForNick
      @Press1ForNick 5 місяців тому

      Thanks for sharing about your experience!

  • @idontknowwhatthischannelis4127
    @idontknowwhatthischannelis4127 6 місяців тому

    120g sugar 160g butter 300g flour 3 egg yolks baking powder/baking soda vanilla extract salt (optional freeze for 20mins-5days) * if frozen microwave dough to soften a little* 156g dough balls 350 for 15 minutes on foil crumbl cookie consistency taste exactly like crumbl just get some good choclate (i use nutella) *warning cookies are so addictive i could eat 2000 calories worth of these in 1 sitting*

  • @lilabukvic4216
    @lilabukvic4216 7 місяців тому

    Dynamic inner silence saved my life during war in former Yugoslavia.❤

    • @Press1ForNick
      @Press1ForNick 5 місяців тому

      Woah. How do you mean?

    • @lilabukvic4216
      @lilabukvic4216 5 місяців тому

      ​@@Press1ForNick I was neutral and calm in heart. Almost quiet inside. Choosed to not choose some side.

  • @Codingfortommorrow
    @Codingfortommorrow 7 місяців тому

    I would use the AI to sync your video

    • @Press1ForNick
      @Press1ForNick 7 місяців тому

      Ha. I guess I should have used coding for today.

  • @newgoliard6059
    @newgoliard6059 7 місяців тому

    What I read was mirroring was like mocking someone so they see how stupid they look.

    • @Press1ForNick
      @Press1ForNick 7 місяців тому

      How stupid they look? My thought is if you say it in a curious tone instead of a mocking tone, then they don’t feel mocked.

  • @vincesina5417
    @vincesina5417 7 місяців тому

    As children we used to call this mimicking. Do that to me and I'll punch you in the face and then say did I stutter when I said that. Lol

  • @jordangandara1200
    @jordangandara1200 8 місяців тому

    What does mirroring look like when the majority of communication is over email? Does it work?

    • @Press1ForNick
      @Press1ForNick 8 місяців тому

      Mirroring would not be the best technique via email. I would learn more about labeling (ie. It sounds, seems, and feels like...)

    • @smolenskkid
      @smolenskkid 7 місяців тому

      Mirroring over email?

  • @investornabil8825
    @investornabil8825 8 місяців тому

    ❤❤

  • @Lili-Benovent
    @Lili-Benovent 9 місяців тому

    THE MIRROR OF YOUR SOUL Wake after Midnight and prepare yourself for a beautiful Spiritual encounter, ideally the time should be after two, turn off all your lights and light some candles and sweet incense, your Spirits love incense and it demonstrates that you want to please them. Take off all your clothes and sit at a dresser which has a large unmagnified mirror, stare into the mirror and empty your mind until you begin to slip into a wonderful sensuous trance. You'll begin to notice slight movements in the background of the mirror which will become more obvious as time passes. Your Spirits have been summoned and they will take form before your eyes, don't show any alarm or fear, they are your friends and they want to converse with you. Find out their names and invite them to come through the mirror, they will be naked too so there will be no embarrassment. Everybody who asks Lord Ahriman, the keeper of the dark, will be given at least two Spirit guides of love and protection, mine are called Dari and Bix. These Spirits will dwell within you to help you deal with life and nobody will ever hurt you in the future. You can speak with them every night, they will teach you the mysteries of the Cosmos and how to develop your special powers that everybody has, but very few access. Very soon you will be guided to others who have also interacted with the Spirits of Ahriman. Your new life starts now and every day and night will become an adventure as you are introduced to the Wiccan culture. Remember to keep your mirror covered and don't permit others to use it for any purpose, only uncover it during the dark hours to allow your guides to travel back and forth. The whole world now belongs to you and everything you desire in the world will be offered. Blessed be.

  • @ivlog3663
    @ivlog3663 9 місяців тому

    getting repeated like that is just horrible annoying, I always think the other one is mentally handicapped or just hardcore stupid and I cut off strings with them, especially in business, for mew this is just BS and everyone in a professional situation sees right through it.....waste of time

  • @cameronthomas3813
    @cameronthomas3813 10 місяців тому

    Very powerful

  • @kidshelby69finelli61
    @kidshelby69finelli61 10 місяців тому

    3:28 1:00

  • @LindseyShawLshawtay
    @LindseyShawLshawtay 10 місяців тому

    Ford is lucky to have an employee like Geralyn !! So enthusiastic!

  • @tonyahallett8630
    @tonyahallett8630 10 місяців тому

    She IS awesome and so much more! Very Well Done Geralyn👏🏾. Your passion for the guest experience, inclusion and innovation is energizing. 🙌🏾

  • @renahcarlisle5219
    @renahcarlisle5219 10 місяців тому

    She is awesome!!!

  • @ALICESMITH-k7f
    @ALICESMITH-k7f 11 місяців тому

    Love u chris

  • @lorellamessana2346
    @lorellamessana2346 11 місяців тому

    Stop joke forever Mai più

  • @lorellamessana2346
    @lorellamessana2346 11 місяців тому

    Definitely no more than five

  • @sarabel2390
    @sarabel2390 Рік тому

    👏👏

  • @sarabel2390
    @sarabel2390 Рік тому

    👏👏👏

  • @sarabel2390
    @sarabel2390 Рік тому

    ✅✅✅✅❤️❤️

  • @troysilvester5791
    @troysilvester5791 Рік тому

  • @troysilvester5791
    @troysilvester5791 Рік тому

    You have to admire Jim, and what he has accomplished in his life! Probably the only man I ever knew that rose to such heights. He was a DM, in the mid 80's in the Texas Division of Albertsons. I was one of 5 bonus managers (bonus if the store made money) in the Beaumont Texas store. This was supposed to be a great opportunity for me when I was promoted to that position. Up arriving, I found out I was in a nightmare. The store was old, a new Kroger was being built right across the street, and the brought in an ex Drill sarg (Tom) as the new Store Director, whose main job was to get rid of all the "top rate" (Union Store) long term employees, as quickly as he could. He managed by threat. "If ya'll can't do your job, I'll find someone who will!: Sales were declining (to Kroger) Store had not been remodeled for way too long, and employee's were very unhappy, as was planned. To meet salary targets, the only was the Store Director start to do it, was to use the 4 other bonus managers as slaves to work 80 to 120 hours a wee, as they were on salary, not OT or other compensation of any time. We all had dept responsibilities, that we had ZERO time to take care of and Depts were woeful. After about 18 months of this, and getting told how bad I was doing every quarter by the Division Office (and Tom) everyday. Dead on my feet, usually less than 4 hours of sleep. Jim visited the store one day, and I had a private conversation with him, about what was happening there. His response was, "I don't like everything that Tom is doing here either. What do want me to do, slap his hand?" I will NEVER forget those words! I asked to step back to an hourly employee, and a transfer which he promised me in 6 weeks. The transfer never came, and after another year and a half making less than half I was, but staying sane, I knew my career was over. Yes eventually they fired Tom, but I was tainted. I was about to just quit, when I noticed that Albertons was opening a Division in AZ and were looking for people. I signed up and moved my large family to begin again. A few months after moving, I was in the first AZ store in Tempe, building a display getting ready to open, and Jim walks in. This was about midnight. I said Jim, what are you doing here? He said more words I will never forget, "I am the new Division Vice President." So, I asked, so what happened to that transfer... he simply said, "I had to have someone that wanted you!" I knew, once again, my career was over... and it did not take long before my hours were cut and I had to move on! I found out years later (too late to joint it) the abuse of salaried employees was pretty wide spread and there was a class action suit against Albertsons because of it. This was a NIGHTMARE for me and my young family. Went to Jim for help, and found only the company line, and no relief whatsoever. I have only listened to the 8 minute mark, but I can tell you my impression of Jim, was that he was in it for #1, and the bottom line got him there!

  • @FredVasenius
    @FredVasenius Рік тому

    I'm probably going to come off as critical for the sake of being critical. You might find me disingenuous. Mirrors have made things worse for me. Mirrors have created or increased agitation when I used them. I decided to use mirrors and simply repeated words back with an upward inflection. I did it so much that they started feeling interrogated. My lesson learned was that like sugar or salt, too much of a good thing can be toxic. Now I remember to go silent and listen better. It works much better. The other example is when I've used a mirror without an upward inflection. My counterpart got annoyed told me I was using some technique I read somewhere. I just made things worse. My lesson learned is to avoid using a mirror without an upward inflection until I understand how to do it right. Can someone help me out with this one because I'm trying to figure this one out?

    • @joehiggs1982
      @joehiggs1982 Рік тому

      Don't always use mirrors. They will know. You should try using labels as well. I.e. it looks like, it seems like, it sounds like, then try and label the emotion or feeling they are havong regarding what they are saying. Eberything boils down to how a person feels" -tony robbins. I believe mixing mirror and labeling together is how black swan group get to the massively powerful technique of tactical empathy, if I'm right, which I'm still new to this too, your half way there. Keep up the good work..

    • @Press1ForNick
      @Press1ForNick 10 місяців тому

      Well said!

    • @Press1ForNick
      @Press1ForNick 10 місяців тому

      It is also not what you said, but how you say it. Labeling comes out easier than a mirror. Sometime, mirroring can seem forced when you use it too often.

  • @thenumber27issomehowtaken

    Succeed?

  • @rickyfromtheseacomefishwit3738

    Another great job by Josh Halpern.... Nice interview

  • @TheBossManBoss319
    @TheBossManBoss319 Рік тому

    I’ve been in customer service. It’s not hard or bad. Sure something’s and people are annoying, but it’s really not a hard job. People who make customer service seem hard are lazy assholes who only want to do the bare minimum.

  • @paulgroshon5040
    @paulgroshon5040 Рік тому

    depending on fake and fony

  • @johnschwalb
    @johnschwalb Рік тому

    The problem is some people in customer service think they have it so much worse than everyone else and treat other customer service workers just as bad if not worse than the average Karen. Worked at a print shop and food services people were often the worst to deal with. The people from my own church were maybe the only other group they may have come close and theirs were just so bad because i recognized them from church and they were getting things done for the church representing it so poorly to the outside world.

  • @lilystarr226
    @lilystarr226 Рік тому

    Sensory input combined with thoughts and past experiences is what shape our emotions. If someone says "I'm feeling cold", that's a sensation due to an external stimulus, not an emotion. External stimuli influence our thoughts, which then generate the emotions which are shaped by our past experiences.

  • @SaminTumra
    @SaminTumra Рік тому

    Amateur....! Linguistic mirroring for beginners

  • @davidroussell5118
    @davidroussell5118 Рік тому

    🤣Come on dude. You're the CEO of the company. Surely you can produce a better video than this.

  • @michealsanders8717
    @michealsanders8717 Рік тому

    Promo'SM 😌

  • @MarkyMark16352
    @MarkyMark16352 Рік тому

    Eyes Wide Shut. Tom Cruise did this through out the entire film.

    • @EmperorsNewWardrobe
      @EmperorsNewWardrobe Рік тому

      Great spot. I found it incredibly annoying and obvious throughout that film, like he had a bloody hearing problem or something

  • @glocktown21
    @glocktown21 Рік тому

    I have used Chris Voss techniques on my Narcissistic Father and business clients. This stuff works!

    • @SajidhMarikkar
      @SajidhMarikkar Рік тому

      That's great to hear. Some examples if you can share please

    • @glocktown21
      @glocktown21 Рік тому

      @@SajidhMarikkar One example... It's all about feeding their Ego. Feed their Ego, have peace.

  • @raulcastillo8895
    @raulcastillo8895 Рік тому

    is the recall going to hurt them?

  • @jaigaines
    @jaigaines Рік тому

    I despise it as well and I let the rep know how I feel about it

  • @bite-sizedshorts9635
    @bite-sizedshorts9635 Рік тому

    Freezing is part of what comprises unclean food? Is this some Old Testament thing I missed at church? My food is clean, whether it came from the freezer or from a box or can.

  • @Lord-Of-Light
    @Lord-Of-Light Рік тому

    Are you trying to look like an angel with that light?

  • @BODz2
    @BODz2 Рік тому

    The best advice