Nicholas Zeisler

NPS may be hurting your employees

NPS may be hurting your employees If you’re looking for a reason not to use NPS as your top-line CX metric, I’ve got one for you:  Depending on your business and/or your business model, it’s just p...

Just stop with the KPIs already

Just stop with the KPIs already Okay, so this is going to be controversial.  Scandalous, even.  But I’m going to come right out and say it: Please stop with the KPIs.  Just quit it alread...

Keeping up with your professional network

Keeping up with your professional network One of the things that makes being an independent consultant different from work ‘on the inside’ is that doing things like keeping up with LinkedIn and other ‘w...

Agile and CX: Embracing Change

Agile and CX: Embracing Change This is the final installment of four articles tying the concepts, values, and principles of Agile and Scrum to the Customer Experience discipline.  I introduced the...

CX and Agile: Collaboration over negotiation

CX and Agile: Collaboration over negotiation This is the third in a series of four articles about applying the concepts of Agile and Scrum to Customer Experience.  I introduce the concept here, an...

Agile and CX: Working software over documentation

Agile and CX: Working software over documentation This is part two of a four-part series of articles wherein I tie out the principles and values of Agile Project Management with Customer Experience.&nb...

Agile and CX: Prioritizing People over process

Agile and CX: Prioritizing People over process This is the first in a four-part series of articles about Agile/Scrum and how we as CX practitioners and leaders can integrate the approach and theories o...

Agile and CX

Agile and CX One of the more curious—and least expected—experiences in my professional career is how I became a professor at the US Air Force Academy.  I wasn’t formally trained as an educator but ...

Regulation as a CX opportunity

Regulation as a CX opportunity As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance ...

Is NPS right for you?

Is NPS right for you? Does NPS make sense for you? Let’s try this thought experiment:  Say you’re a plastic surgeon, specializing in a bespoke and specific sort of work that’s…um, shall we say, per...

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...

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