Nicholas Zeisler

Don’t let your most valuable resource go

Don’t let your most valuable resource go I’m blessed to have been recruited to work in the field of Customer Experience.  I came to the practice of CX via Process Engineering (Lean Six Sigma, or LS...

Don’t tell me you love me

Don’t tell me you love me A few years back I was at lunch with a mentor and there was something we needed or wanted that we had to ask for.  The waiter replied somewhat along the lines of:  “W...

Chesterton and his gate

Chesterton and his gate One of my favorite Process Engineering tools is the Five Whys.  The basic principle is to consider a problem or imperfection, ask why it’s the way it is, and then ask why th...

The risks of executive escalations

The risks of executive escalations Executive escalations can be a real life-saver for an organization.  Whether it’s a high-profile Customer or just someone whose experience has gone completely off...

Maybe you are already “doing” CX

Some folks simply don’t see the forest for the trees and others overcomplicated the idea of Customer Experience so much so that they don’t know where to start. What does it really mean to "do" CX?

The struggle for feedback

The struggle for feedback I came across the following article I wrote in an earlier part of my consulting career (I was much thinner then).  Without knowing it at the time, I foreshadowed a lot of ...

Don’t ask questions if you already know the answers

Don’t ask questions if you already know the answers A good lawyer never asks a question for which he doesn’t already know the answer.  That’s not necessarily just about being smart and being prepar...

Metrics: Output vs. Outcomes

Metrics: Output vs. Outcomes Y’all know I’m a big fan of metrics.  Long before I was in CX, I was in Process Engineering (Lean Six Sigma and Operations Research), and long before that I was an ana...

Channel Surfing

Channel Surfing I have covered my experience using Twitter to solve a support problem in a previous article.  For many CX (and definitely Customer support) professionals, the channel is ‘the thing’...

A letter you never sent

A letter you never sent Dear Customer: Thank you for your recent feedback.  We always enjoy taking the time to better understand where we fall short of expectations as it offers us the opportunity ...

Employees are NOT your Customers

Employees are NOT your Customers Can I start a controversial article being completely uncontroversial?  Thanks.  Here goes:  Good employee engagement is an absolute requirement in order t...

Processing your survey results

Processing your survey results Recently I fielded a question about NPS survey data:  How do you process it?  How do you use it?  I popped off a quick response, but I’d like to go a little...

Do you hear yourself?

Do you hear yourself? Have you ever had to say to a friend, “it’s not what you said, it’s how you said it”?  I remember a client who used that to describe some of the interactions their managers wo...

Do you love your Customers as much as your employees do?

Do you love your Customers as much as your employees do? We hear all the time that hiring is destiny:  You have to be very careful when looking for new team members—especially those who are on the ...

When you can’t answer, “Why?”

When you can’t answer, “Why?” I wrote recently about an incident at a local grocery store that sparked some thought about how sometimes we provide excuses instead of offering solutions.  Likew...

Whose problem are you solving?

Whose problem are you solving? I’ve written about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically.  Of course, it’s not fair to pick on CES...

It’s the experience, not the channel

It’s the experience, not the channel Surely I’m late to the game on this but I had always found it curious and interesting to read accounts of peoples’ CX and more specifically support experiences throu...

CYA is not CX

CYA is not CX The other day I spent about 45 minutes round-trip (short by standards…read on) and about $45 mailing Christmas cards.  Happy Holidays to our family and friends who receive one from us...

CX professionals are the best (and worst) Customers

CX professionals are the best (and worst) Customers The Wall Street Journal has a daily column called “Best of the Web Today.”  Its originator, James Taranto, created it as a bit of a light-hearted...

Some non-CX thoughts on Tony Hsieh

Some non-CX thoughts on Tony Hsieh The turn in the narrative regarding Tony Hsieh’s death has been striking over the past few days as stories (like these in the Journal and Forbes) began to come to ligh...

New Posts