Marcus Sheridan [Customer Obsessed]

Marcus Sheridan – International Keynote Speaker, Rated #1 “Top Voices LinkedIn” for Entrepreneurship & Small Business, #TheyAskYouAnswer

Marcus talks about:
Why companies should obsess over their customers
·      Why don’t companies educate their customers
·      Why consumer ignorance is no longer a sales and marketing strategy
The book in CX that has influenced Marcus the most in the past year:
“Never Lose a Customer Again” by Joey Coleman:
His note to all customer service professionals:
“It should never be our goal to sound smart, it should only be our goal to be understood.”


Nick Glimsdahl: Welcome to the Press 1 For Nick podcast my name is Nicholas doll my guest this week is Marcus Sheridan Marcus is an international keynote speaker and the author of the books, They Ask, You Answer.

Nick Glimsdahl: He is called a web marketing guru by the New York Times, they ask you answer the story how Marcus Sheridan was able to save his swimming pool company river pools.

Nick Glimsdahl: From the economic crash or 2008 and has been featured in multiple books publications and stories around the world Marcus welcome to the press, one for Nick podcast.

Marcus Sheridan: Nick man great to be here we’re going to have a good time.

Nick Glimsdahl: We are, indeed, so the one question I ask every single guest before we get started, is what’s one thing that people might not know about you.

Marcus Sheridan: So maybe a crazy interesting fact, let me see I’ll give you a couple I speak Spanish quite fluently I lived in Chile, for a couple years, and so, if.

Marcus Sheridan: I still haven’t spoken, though in South America as a speaker, which is tragedy and would see the other thing is, I am so into condiments that I have a refrigerator just for condiments in my house.

Marcus Sheridan: it’s an emphasis on hot sauces or my dad.

Nick Glimsdahl: Okay, so if you were to pick one last condiment to put on a special sandwich or a dinner of your choice what would it be?

Marcus Sheridan: Well, if he said, you have one condiment that you’re the only one that you could choose in the world.

Marcus Sheridan: yep it would probably end up being like a traditional like Texas Pete or frank’s or a very vinegar based hot sauce because it has the greatest range of application.

Marcus Sheridan: You know, like if you said you just going to eat French Fries the rest your life I’m just going to have ketchup you know what I mean, but you know.

Marcus Sheridan: If you if you just sandwiches I’m going to have mayonnaise, but when now different types of manage, we could go on and on about that that being said.

Marcus Sheridan: I have at least probably like it doesn’t hot sauce types in my house probably doesn’t types of Barbecue sauce in my house like very aggressive man take it seriously well.

Nick Glimsdahl: That is aggressive and I’m not even mad. I’m impressed.

Nick Glimsdahl: So tell my listeners for those who have not a chance to take a peek of your book they ask you answer what’s the book about.

Marcus Sheridan: it’s really if you boil it down to its essence it’s an obsession with the way buyers think really and a lot of people companies so yeah we’re pretty obsessed with our buyers, but are you really because.

Marcus Sheridan: If you obsess over your buyers the way they think and their questions, it opens up a world that most companies are not currently a part, frankly speaking, because if you said to any organization let’s say.

Marcus Sheridan: Okay, I want you to write down the 25 most asked questions that gets.

Marcus Sheridan: Or that people ask about your product.

Marcus Sheridan: In your particular industry, and then you say to them after they’ve done that brainstorm of those 25 how many are answered really well on your website right now it’s what you’re going to find less than 10.

Marcus Sheridan: oftentimes less than five.

Marcus Sheridan: And that is a problem, especially because of this shift in the informed consumer the informed buyer this idea that they’re 70 to 80%.

Marcus Sheridan: Through the buying cycle before they even talk to a salesperson which still to this day, Nick what’s crazy is a lot of sales teams that think yeah you know we handle you know 60 70% of the sales like.

Marcus Sheridan: You are living in lala land, if you think that’s the case and I’m a sales guy at heart, and that is just not the reality if we look in the mirror we all will agree.

Marcus Sheridan: That, yes, we are more engaged and vetting companies and products and services and brands and learning about them before we actually meet them or walk through their doors and we’ve ever been in the history of the world and that’s not going to slow down.

Nick Glimsdahl: and is now more than ever, and like you just said it’s not going to slow down and so it’s funny every time that I go creep on some product on Amazon.

Nick Glimsdahl: I’m taking other people’s information and I have no idea who they are, but I am taking their recommendations and their stars.

Nick Glimsdahl: into consideration based off of my buying habits, and so I think it’s really interesting, so I want to walk through the book I.

Nick Glimsdahl: I showed you earlier, all the questions I had, and I know we don’t have time for all of them, so I picked out a handful of my favorites and we’ll dig into it so.

Nick Glimsdahl: You kind of talked about at the very beginning, like what everybody thinks that they’re doing a good job, but why do people think might have businesses think that they’re special.

Marcus Sheridan: it’s really its interesting and it’s one of the I think great divides of success in the digital age, Nick the businesses that think they’re special and they’re different.

Marcus Sheridan: are the ones that are having the least amount of success online and, of course, one of my say, well, why is that because I’ve always been told that you know it’s critical that we that we know that we’re different and but your buyers fundamentally are the same.

Marcus Sheridan: and human psychology doesn’t really change across the board.

Marcus Sheridan: All buyers regardless of industry B2B B2C service product big small local, national doesn’t matter, they have questions worries fears issues concerns and generally they’re very similar you just change the product or service name.

Marcus Sheridan: How much does it cost what could go wrong with it what’s the best version of it right like these are the things that we want to know these are things that we want to search.

Marcus Sheridan: And what’s so wild is that companies just tend to not want to address these things because they say you don’t understand.

Marcus Sheridan: My buyer you don’t understand my industry, and that is the single belief that prevents more companies from doing something great online than maybe any other.

Marcus Sheridan: Right now they’re still living in 1995 a year before the Internet exploded they’re still thinking that today’s buyer is dumb.

Marcus Sheridan: they’re not they might start off uninformed Nick but that gone it they’re going to get there, so the great question is okay, do you want to be the one that’s informing them.

Marcus Sheridan: Or do you want your competitors or some third party site to be the one I don’t know about you, but I want to own the freakin conversation.

Marcus Sheridan: I want to dominate it I want them to feel like everything they learned weather is about swimming pools, or about content marketing or whatever that thing is they learned from me that’s the idea that’s the goal.

Nick Glimsdahl: In the goal isn’t also just to push out content and say hey I got 100,000 words on my website, but it’s the value and education behind it right.

Marcus Sheridan: Well that’s the thing it’s like you know people say so what’s the focus quality and quantity and, like the focus is both.

Marcus Sheridan: In this reality, because you won’t find companies today that build a website tomorrow that produce one let’s say great piece of content, a month.

Marcus Sheridan: make major headway sorry just doesn’t generally happen at the same time, you can produce, as you know.

Marcus Sheridan: hundred great hundred choose me not so great pieces of content per month and you’re also not going to make headway.

Marcus Sheridan: And so the idea is that you are very serious about hey we’re going to be the best teachers in the world.

Marcus Sheridan: It starts with obsessing over the questions worries fears concerns issues of our buyers the willingness to address that through text through video on our site, we have people on staff.

Marcus Sheridan: that’s what they do full time they’re not wearing 57 other hats, they are the ones that own this, and this is what they eat sleep drink, you know what all day long, and this is what they do.

Nick Glimsdahl: I love the word that you just mentioned obsessed that I met somebody when I lived in Illinois and they were a foot doctor and he said that he had a healthy obsession over feet, but.

Nick Glimsdahl: To bring it back to the question is, why companies should obsess over their customers.

Marcus Sheridan: To think about it right.

Marcus Sheridan: The ones that don’t they don’t.

Marcus Sheridan: They start to separate themselves from the buyer they don’t even realize it there’s this delta between them and the buyer because they’re not tapped in to those fears to those concerns, if you are really allowing the buyer.

Marcus Sheridan: To be that compass, by which you make major decisions upon.

Marcus Sheridan: Rarely, are you ever led astray.

Marcus Sheridan: Now somebody might say, well Steve Jobs didn’t he didn’t say hey buyer you know what do you want, but.

Marcus Sheridan: Actually, he did him understood around the turn what we wanted as buyers before many buyers realize that’s what they wanted.

Marcus Sheridan: So either way you shake it it’s this obsession with the way they think and the willingness to not ignore if you’re constantly thinking about the buyer and you’re obsessed with them their feelings you’re like okay.

Marcus Sheridan: Sure we’re a B2B service based business but that doesn’t mean they’re not asking us about cost and price that doesn’t mean that we can just sit there and ignore it.

Marcus Sheridan: We need to figure out how to address it, how to teach them about value in our industry, how to teach them what drives costs up and down.

Marcus Sheridan: and explain why some companies are expensive why some companies are cheap sure yeah we can address cost and price in our industry, even though we’re a B2B service based business because yeah we know that’s what our buyers want to know that’s an obsession that’s what we mean by obsession.

Nick Glimsdahl: yeah I love that and one thing that you were doing at the very beginning, when you first started it when you started selling those fiberglass pools.

Nick Glimsdahl: you realize that your job was all about answering and or educating your customers and providing the answers to those questions, so why don’t customers do the same thing.

Nick Glimsdahl: Why don’t companies do the same?

Marcus Sheridan: So it’s you know, in the book, we talk about ostrich marketing and we think like an ostrich if we just put our head in the sand.

Marcus Sheridan: And we don’t talk about it that either they won’t ask us or if they do ask us, at least at that point we’re face to face or we’re in control the conversation.

Marcus Sheridan: that’s completely contradictory to the digital buyer of today, it just does, and they just don’t align right.

Marcus Sheridan: So there’s that there’s also this idea that we have the secret sauce when we don’t right.

Marcus Sheridan: there’s this idea that will scare them away if we’re honest in fact what scares people ways ignorance in 2021 and beyond in the information age that’s what scares us away ignorance, when we aren’t told were shown.

Marcus Sheridan: Or it isn’t discussed it’s not addressed that’s what scares us away right the other reason why you don’t see companies doing it is because they.

Marcus Sheridan: They still treat marketing as the redheaded stepchild of the organization.

Marcus Sheridan: And they say okay yeah sure I got 15 sales people and I got you know 30,000,040 million dollar company, but one person in marketing what the heck.


Marcus Sheridan: You are not going to make headway like that, because I can assure you that person doesn’t have the time to do it, and then they say okay will outsource it for the love of all it’s pure and holy do you think, do you think that you should be outsourcing.

Marcus Sheridan: What is the soul of your business those front end experiences that they’re having with your product with your service as they learn about it.

Marcus Sheridan: That they’re learning about it from some ghost rider that is who knows where they’re at they don’t know your company from Adam and Eve.

Marcus Sheridan: But yet they’re talking about what makes you great know you understand your business.

Marcus Sheridan: better than anybody else doesn’t mean you, as the owner as a CEO or whomever doesn’t mean you’re the one writing the article or cutting the video, but it does mean that you realize hey this is our conversation to own.

Marcus Sheridan: And so we’re going to make sure we’ve got the people in place to be able to tell and show our story.

Nick Glimsdahl: yeah you mentioned something about outsourcing your marketing or your content what you saying the book.

Nick Glimsdahl: Is we don’t have, what do you, what do you hear when you say when somebody says we don’t have time for to have all of our customers or our employees right content we just don’t have time for it so we’re either going to give it to one person.

Nick Glimsdahl: or we’re going to give it to an outsourced or so that they can do it what’s your response to that.

Marcus Sheridan: Just crazy, because when you hear that we don’t have the time.

Marcus Sheridan: What they’re actually saying is it’s just not that important to us in life when somebody tells you yeah she’s don’t think I’ve had the time to do that this weekend like now.

Marcus Sheridan: My other stuff that I’m doing this weekend’s more important that thing that you want me to do this weekend it’s not about time yet that’s our ultimate go to.

Marcus Sheridan: Especially during Kobe wait another month time right brother, so the point is the point is the time is there, the priorities are not when companies embrace they ask you answer.

Marcus Sheridan: And they become that Wikipedia of their space that go to most trusted voice of their space and they have that in house let’s say content manager that’s like that journalist on staff.

Marcus Sheridan: that’s interviewing the TEAM members and getting out that information that’s in their head and getting it on the screen.

Marcus Sheridan: What happens after a year Nick is really interesting they always say gosh I can’t believe I was even debating this expense, a year ago, because it’s brought in 10 X 15 X 50 X.

Marcus Sheridan: What we’ve put into it that’s what all them say when they follow the plan, but this is also why many companies never become thought leaders.

Marcus Sheridan: Is because they want it tomorrow they’d rather just you know throw spaghetti at the wall and hope that sticks right now, let me just do and a really aggressive paid keyword campaign which.

Marcus Sheridan: ends the second you stop spending money on it, whereas if you have a great content production campaign, not only is it the gift that keeps on giving for years and years, literally.

Marcus Sheridan: But you know every single great piece of content that’s another tool in the toolbox of your sales team.

Marcus Sheridan: To be able to combat the questions worries concerns of the buyers, because everything that you’re producing is based on those buyer concerns anyway so it’s perfectly line you want to align sales and marketing do they ask you answer get sales involved that’s how it works.

Nick Glimsdahl: I love that.

Nick Glimsdahl: Is it important to not just talk about your Facebook version of your business.

Nick Glimsdahl: And what I mean by that is somebody pulls up their resume and say they Look how cool I am look all the stuff that I’ve accomplished and not show potentially the other side, which is the weaknesses are the things that they should improve or.

Marcus Sheridan: This is this goes back to the obsession word right so in the book, we talk about.


Marcus Sheridan: Regardless of the type of business, you are there’s five fundamental subjects that every buyer research is called the big five in the book and there.

Marcus Sheridan: there’s five main subjects are our cost questions problems or negative based questions comparison based questions reviews and best.

Marcus Sheridan: So somebody is listening, this thing that all times you search for reviews are best or versus side comparisons or problems with or negatives of or Costa.

Marcus Sheridan: So these are the big five and those subjects if addressed, they will make you that trusted voice, because it’s no different than you take me to the pool guy.

Marcus Sheridan: One of the questions I used to get all the time was Marcus bands were the problems of fiberglass pool right, so I had a choice I could either address it.

Marcus Sheridan: Or, I could just push that elephant to the corner of the room and hope they didn’t notice.

Marcus Sheridan: Come on who’s not if they talked with anybody if they didn’t a research they might hear there’s.

Marcus Sheridan: there’s potential problems, the fiberglass pool, just like is probably the concrete pool is problems, the viable everybody wants to know here’s what’s interesting Nick.

Marcus Sheridan: The moment we get serious about buying something we start to research, what could go wrong how a blow could up in our face, what are the negatives, one of the issues?

Marcus Sheridan: You don’t research problems, the fiberglass pools, if you don’t want a fiberglass pool you only research it if you want it.

Marcus Sheridan: And so we produce that piece of content in that article literally because we have advanced analytics made his millions I’ve got a metal roofing manufacturer that I’ve worked with for a few years.

Marcus Sheridan: client of mine, and one of the first piece of content they put out there was five problems with metal roofs right and you say some middle roofing.

Marcus Sheridan: Manufacturers all they make is metal roofs and they’re talking about the problems with it and you like that’s pretty niche and after I think was after a year and a half that that one video that they produced on the process of metal roof had a quarter of a million views.

Marcus Sheridan: 18 months yeah people are researching and brother you better believe it so once again, you can either own it or not, now the other side of that too is most people are used to online companies only talking about to your point.

Marcus Sheridan: Their Facebook life was bragging about why they’re awesome either good what makes them great, but the moment you say okay.

Marcus Sheridan: fiberglass pools may or may not be a great fit for you, so what this article is what this video is going to do it’s going to.

Marcus Sheridan: explain to you clearly the pros and the cons and hopefully by the end you’ll have a great sense of which is best for you also and you’re saying oh my gosh nobody’s ever spoken to me like that, before like this company they actually have my best interests at heart.

Marcus Sheridan: Everything I learned about those I have now learned from them right that’s.

Marcus Sheridan: goal, and so do you see that in your messaging and your content you copy right now, just like every single company that’s listening to this should have a section on the website.

Marcus Sheridan: That talks about who they’re not a good fit for why because the moment you say you’re not a good fit for the moment you come dramatically more attractive to those who you are a good fit for.

Marcus Sheridan: Yet I guarantee and we had 100 companies listen this right now 99 of haven’t talked about who they’re not a good fit for on their website.

Marcus Sheridan: that’s what separates you that’s what makes you that voice of trust.

Nick Glimsdahl: And they will continue to come back to you or refer business to you.

Marcus Sheridan: So either way you win.

Nick Glimsdahl: Either way, you win.

Marcus Sheridan: And if you’re not a good fit yay you just save your sales team time you save the customer time.

Marcus Sheridan: Ever but either morale is higher you don’t get in bed with somebody that’s clearly not a good option, but I thought I thought, no, no, no, no, no there’s no but I thought, because you already told them, but it was in what it was it that’s the idea.

Nick Glimsdahl: I love the fact that you what you guys did is you with your fiber glass pool company, you went on less sales calls and made more money, because you educated, the buyer prior to your first call, can you explain that.

Marcus Sheridan: yeah we became obsessive about it, and it really started one year I was looking at.

Marcus Sheridan: Everybody that fill out a form that I want to get a quote and I divided into two groups one group.

Marcus Sheridan: Had fill out the form and bought a pool, since they said, I want to get a quote and they ended up buying one group fill out the form and.

Marcus Sheridan: They got a quote but they didn’t buy so I said, what the fundamental difference between these groups is like their behavior on the site, I was looking for patterns.

Marcus Sheridan: What I found was really astonishing that if somebody read 30 or more pages of the website, they would buy 80% of the time it was less than that.

Marcus Sheridan: The closing rates were about 25% which was normal for the industry so in the pool industry one out of four generally if you meet with by.

Marcus Sheridan: So I could take that from one out of four to four out of five all I had to do is ensure that they read 30 pieces of our content before the initial.

Marcus Sheridan: So we instituted what I refer to you today, when I teach sales teams today as assignment selling assignment selling is the process.

Marcus Sheridan: of taking content, especially the big five stuff that the director wants to know and being very intentional about it in the sales process right, so let me give you a simple example of that Nick let’s say.

Marcus Sheridan: I don’t know let’s say you.

Marcus Sheridan: you’re a marine dealership.

Marcus Sheridan: You own a you sail boats right somebody calls you up and says hey Nick I’m looking at coming in the Saturday, all in stock and you say yeah what time you’re going to be in there, like 10 o’clock and you’re like oh o’clock What a waste, instead of doing that Nick calls and says yo Marcus.

Marcus Sheridan: He got that one model in stock like yeah you’re like they can me come in this Saturday and take a look at it yeah what time 10 o’clock great now listen.

Marcus Sheridan: Before you come in, I know you’ve got a bunch of questions about that particular model.

Marcus Sheridan: And because this is your first time buying a boat, you probably have some other concerns as well, so here’s what we’re going to do I’m going to send you.

Marcus Sheridan: A guide that’s going to address all those major questions that you have about purchasing a boat is going to really help you.

Marcus Sheridan: So it’s not making mistake furthermore I’m going to send you a video that fully shows this model that you’re looking at and comparing it versus some other ones that you may consider as well.

Marcus Sheridan: This way, our time together is going to be much more fruitful when you come into the store and Saturday Nick we take the time to do these things before our appointment.

Marcus Sheridan: And Nick says yes and then all of a sudden Bam he or the chances of him buying are dramatically greater it’s the same with pools it’s the same with services it doesn’t change.

Marcus Sheridan: So if you listen to this you’re not the exception, because I have taught this process all over the world, we want to see, yes, my content is a tool.

Marcus Sheridan: The problem is too often the sales team doesn’t even know the content exists at the marketing teams producing and.

Marcus Sheridan: Sales teams never been taught how to integrate that into the sales process, so they get taught that and they’re very aware of what that content is you want to talk about a party Nick they can rock and roll.

Nick Glimsdahl: But you guys just don’t stop there, you don’t just say they look at this I’m going to send you some information from my understanding, you make sure you follow up the day before, to see them.

Marcus Sheridan: Actual Company I pushed it.

Nick Glimsdahl: That they have, which is, which is pretty bold, but if they don’t take the time to read those 30 pieces of content, the probability that they’re not that they’re willing to buy or that they’re an educated buyer goes down.

Marcus Sheridan: yeah so you make a great point so it used to be that you know I would give somebody the assignment and I would follow up with them, they have and say hey confirm our point yeah confirm you did your homework.

Marcus Sheridan: And sometimes they would say yes, sometimes they say no, and so I would go out on the appointment, no matter what, and I found after six months I tracked all the ones that didn’t do their homework that bought.

Marcus Sheridan: And the number that ball.

Marcus Sheridan: Was zero hmm and I said oh my oh my gosh Oh, my goodness, are you kidding me, so I was basically going out and practicing sales.

Marcus Sheridan: Not doing sales, and so I said Well, this is basically the dumbest thing ever so why don’t we just allow the law simple laws of mathematics to work in our favor so we would call the person.

Marcus Sheridan: confirm okay once make sure you still on want to make sure you did the homework, they said no we’d say okay well if you haven’t done the homework our time together is not going to be as fruitful.

Marcus Sheridan: And there’s a much greater chance of you making a mistake and so we’ll go ahead and will delay the meeting.

And then.

Marcus Sheridan: People either get upset or say screw you or they would say hi I’ll do the homework.

Marcus Sheridan: Either way, you save everybody time effort, energy and money like I said this if done right is one of the most powerful sales tools in the world, I mean, I believe, I do believe content is the greatest.

Marcus Sheridan: Trust building and sales tool in the world, because.

Marcus Sheridan: When it’s done right again that’s always the caveat it allows the buyer to do it on their terms and that’s what every single buyer today wants, they want to do it the buying process on their terms.

Nick Glimsdahl: I would 100% agree to that.

Nick Glimsdahl: So when it comes to educating the buyer How important is video when it comes to educating that buyer.

Marcus Sheridan: yeah that’s why I came out with that book that you told me in the in the pre call that that you’re reading, which is the visual sale and.

Marcus Sheridan: You know, for a couple thousand years we there’s been that phrase seeing is believing and it’s never more true than it is right now.

Marcus Sheridan: We need to show it we can’t just tell it showing it is the great divider right because everybody can say it everybody can say it’s our people that make us different.

Marcus Sheridan: Alright So what does that really mean until I see your people I don’t really know that I mean I go to chick fil a I enter I interact with those people, so I know they’re different, but your company.

Marcus Sheridan: I don’t know some B2B service whatever I don’t know that you’re different until you show me your people.

Marcus Sheridan: So anything that we claim anything that we stay, we should create a video about the thing this is still really a blue ocean and most industries most companies don’t take video seriously, they say they do, they do not.

Marcus Sheridan: definitively most don’t have a full time videographer on staff, they should.

Marcus Sheridan: All right, and so that’s where you should strive towards if you’re a small business is having a full time videographer wants that I own three companies all three have at least one full time videographer.

Marcus Sheridan: And that’s because we’re all media companies, whether we like it or not, that’s where the world is headed, and this is the tide that’s rising.

Marcus Sheridan: And so you can either you can either get on board or you’re going to get left behind and I’m just speaking in terms of realities, because I believe that’s, the only way to communicate.

Marcus Sheridan: very directly and honestly and it doesn’t matter if you or I like video Nick doesn’t matter for comfortable on video our buyers don’t care what they care about is, can I see it.

Marcus Sheridan: so that I can be comfortable enough to give you my money for it that’s it.

Marcus Sheridan: yeah.

Nick Glimsdahl: it’s such a.

Nick Glimsdahl: thoughtful conversation that takes time at the customer’s right time, so how are you educating them through that process which we’ve talked about through this entire podcast so.

Nick Glimsdahl: Marcus I wrap up every podcast with two questions and it’s what book or person in customer service or customer experience has influenced you the most in the past year.

Nick Glimsdahl: And then second one is, if you could leave a note to all the customer service, the customer experience professionals it’s going to hit everybody’s desk Monday at 8am I would say.

Marcus Sheridan: So I think the best book on customer experience I’ve written the last year is never lose a customer again by Joe Coleman.

Marcus Sheridan: I am a little bit bias there because he’s a very good friend.

Marcus Sheridan: Really beautiful book you should read it, you should read it for those that are listening and if I had to give you.

Marcus Sheridan: Any advice.

Marcus Sheridan: It always to me goes back to into a Mercedes that customer experience um I guess it’s never our goal shouldn’t be our goal to sound smart, it should only be a goal to be understood.

Marcus Sheridan: And if that’s your goal.

Marcus Sheridan: The connection that you’re going to be to achieve with your audience and the experience that they’re going to have because of it will be absolutely exceptional.

Nick Glimsdahl: And some sound advice I appreciate that Marcus what’s the best way for people to get Ahold of you.

Marcus Sheridan: You can reach out to me Marcus at Marcus sheridan COM connect with me on LinkedIn because that’s where I live in terms of social media.

Marcus Sheridan: really find me many other places, so LinkedIn is my home I post one great post there today so make sure you follow me there Nick it has really been a tremendous pleasure to talk to you my friend.

Nick Glimsdahl: You had the pleasure is all mine to my listeners, I recommend you go out there and buy his book they ask you answer, and then the other one the visual sale, which is equally as awesome and Marcus I appreciate your time yeah.

Marcus Sheridan: My pleasure.


The Press 1 For Nick podcast is both educational and engaging, and each episode offers listeners a dynamic blend of insightful stories, best practices, and invaluable lessons.

Nick’s guests – each with a unique wealth of knowledge – include leaders from a variety of backgrounds and industries. Some of his guests include:

  • Customer service & customer experience leaders
  • A hostage negotiator
  • Award-winning authors
  • Home Depot’s Senior Director of Customer Care
  • Former VP of Disney’s Magic Kingdom
  • Lyft’s Head of Partner and Customer Engagement
  • Deputy Chief Veteran Experience Officer from the U.S. Department of Veteran Affairs

On every episode Nick asks his guest two questions:

  1. What book or person has influenced you the most in the past year?
  2. If you could leave a note to all the Customer Service and CX professionals, what would it say?

You can find all the podcast guests’ answers under their episodes below.

If all you want is the guests’ book recommendations, you can go here.

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