Nicholas Zeisler

Don’t abandon your Chief Customer Officer

Don’t abandon your Chief Customer Officer I was recently speaking with a friend who’s a Chief Customer Officer.  She was in good spirits but nonetheless was lamenting a bit about her colleagues:&nb...

Reasons to read and share

Reasons to read and share LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think, and others, are all great sources of inform...

Shouldn’t we know better?

Shouldn’t we know better? Let’s start today with a couple of anecdotal experiences: Anecdote 1:  It seems every time I pay in cash (who does that?), this happens:  The cashier, when returning ...

CX for SaaS

CX for SaaS I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there.  Whenever I talk with them about Custom...

For CX, Where is not as important as What and Why

Is WHERE the CX function resides in the organization as important as WHAT it’s chartered to do?

Quantitative versus Qualitative

Quantitative versus Qualitative I just got off the phone with a colleague and we were having a conversation about data.  He brought up some good questions and points and so I figured I’d jot a few ...

It’s the little things

It’s the little things I’ve noticed that, when I write about CX or speak with other CX professionals, I often tend to append my anecdotes about my own experiences with something like, “Well, now, this w...

Half-measures and full-measures

Half-measures and full-measures I used to work out at a gym that had a bothersome, but almost comedic tendency:  Whenever a piece of equipment broke down, someone would diligently and swiftly mark ...

Don’t confuse your system with reality

Don’t confuse your system with reality Improving our processes is hard work.  There’s a lot of research and thinking that goes into the exercise of getting better at what we do.  Add to that t...

Your KPIs aren’t as important as your Customers’ actual experiences

Your KPIs aren’t as important as your Customers’ actual experiences Let me be scandalous for a second here (okay, it’s not nearly as scandalous as I sometimes get in real life, but bear with me): Stop l...

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 ...

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