Nicholas Zeisler

Collecting data so you can use it

I once worked with a client who was having a somewhat complicated concern about survey data:  Every time they interacted with a Customer they’d send out a survey invitation.  That was well and good, but they never knew (does anybody?) when th...

When NPS makes sense

A friend of mine was ribbing me the other day about the Net Promoter System and how I’m a pretty ardent critic, or at least questioner of it…not least because I think there’s a better approach (hint:  It has to do with the proper purpose of…

Getting CX Right: Schlage Locks

This is another in a series of articles I decided to start writing a while back calling out brands for doing the right thing when it comes to CX.  There’s a lot of negativity out there, and I’m even a big fan of learning from…

Is it loyalty?

When brands think that Customers are loyal to them, I think they’re kind of kidding themselves…especially when they’re trying to do things like make ease-of-use or low-pricing their calling cards.

Success! Now what?

What should you do when you’ve met your Brand Promise goal? That’s a question that came up from a former client recently.  We’d done some great work in the past and the CEO called just to check in and catch up.  His was a pretty…

Is it an Agile thing?

I woke up the other day to find that my computer had restarted itself overnight.  I knew it was coming, and frankly, it was my own fault; the desktop warning and request that I either pick a time or it’ll happen of its own accord…

You need that amplification

I wrote a while back about questions raised concerning wide ranges in top-level NPS or C-SAT scores, even for Customers who may have had the same experience.  The point I called out there was mostly an indictment of the use of NPS or C-SAT in…

So why did you ask?

A while back, one of my service providers sent me an invitation to fill out a survey.  As I’ve stated before, sometimes CX people can be the best or the worst when it comes to such things.  I will usually only fill out a survey…

Don’t leave that seat empty

There’s an old anecdote that certain customer-centric companies are “so dedicated” to their customers that they leave an empty chair at the table in the meeting room. What a waste of a seat!

The big reason you need that outside perspective

I listen to a wide variety of podcasts…I’ve even appeared on quite a few of them myself.  (“Appeared”?  That doesn’t sound right for a podcast.  Anyway.)  In the jumble of all the great content, recently I was listening to one on wh...

Three important words

Three important words I wrote a while back about how a big-box home improvement retailer made it less convenient for military folks to receive their in-store discount, while saying the purpose was to ma...

Good for your Customers doesn’t have to be bad for you

Good for your Customers doesn’t have to be bad for you I’ve mentioned before that those of us in the CX profession are both the best and the worst Customers:  the best because we are sympathet...

Are we speaking our Customers’ language?

Are we speaking our Customers’ language? I was in the post office the other day and experienced a perfect example of how we often miss the mark when it comes to communicating with our Customers.  T...

Channels, again

Channels, again We recently swapped service providers here at home for one of our communication services.  The entire experience was a headache and we almost immediately regretted making the s...

Some words about Brand Promise

Some words about Brand Promise If you follow my ramblings, you’re aware that I approach CX differently.  Rather than promising higher revenue, sales, and market share (at least, rather than promisi...

The 30-50-20 Rule

The 30-50-20 Rule A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book!).  If you’ve read much ...

When Customer Support is the only number Part II

When Customer Support is the only number Part II Last week I wrote about an interaction I had with a large well-known brand that provides services for homeowners.  It was a cautionary tale about ho...

When Customer Support is the only number Part I

When Customer Support is the only number Part I I had a support incident a while back with one of the service providers we use in our home.  In fact, I had two incidents in close succession with tw...

The pilot cares the least

The pilot cares the least So, here’s a controversial statement, but keep in mind what I’m not saying*:  Usually, your flight crew, including the pilot, is the least motivated people on the plane to...

When your numbers are more important than your Customers

When your numbers are more important than your Customers I was flying home to Denver a few months back from a business trip.  It was an evening flight, perhaps not the last flight on the route (it ...

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