Nicholas Zeisler, CCXP, LSSBB
I’m a Customer Experience executive, certified Process Improvement professional, Agile Scrum Master, dynamic educator, change management strategist, and in-demand business and leadership coach. I've worked from the inside and from the outside; in organizations large and small; public sector and private; from oil and gas to technology to non-profit (with lots in between too). I've seen a lot, but I haven't seen it all.
Some of your Customers are idiots. Hey, full disclosure, that includes me. In fact, in some circles, I’m known as the “LCD,” or least-common denominator. …
All the rage these days in Contact Center online webinars and consortia is the topic of automation and “AI”… “Bots”, “ChatGPT” (I still don’t...
I wrote recently about how the term “representative” can take on a different meaning depending on whether you consider your front-line agents as representatives...
I once had a great co-worker and mentor who, when teaching his Lean Six Sigma courses, would drop the quote: “Never take ‘No’ as...
“Your feedback is important to us.” Sometimes those are just words. And some Customers are suckers and will fall for it. A while back, I...
Folks who work in your Customer-facing organizations have a lot of different names. Agents, technicians, associates (which always makes me chuckle a little bit),...
I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure,...
A while back, I wrote an article that kind of cheekily suggested that we simply stop doing VoC. For that matter, I kind of went...
I recently wrote an—unintended to be, but maybe could be construed as, snarky—article about not doing VoC anymore. The upshot was that, anything you put…
If you’ve followed me much at all, you know that my main mantra about CX is that you need to work your VoC insights, by…
I’ve been toying with an idea recently: Tell my clients to simply stop doing VoC. Yes, I realize that sounds kind of controversial. But as…
Probably one of the worst shows streaming these days is Kobra Kai, but if you’re like me, you can’t look away. Naturally, being a Gentleman…
My partner gets his hair cut at one of the chain “salons”. I use the quotes because it’s not a fancy place. There’s nothing wrong…
I’ve written before about how astonishing it is that some brands seem to be actively trying to alienate their Customers with obvious slights like specifically using…
I was speaking with a friend recently who had some car trouble. Hers is a fancy car (much more fancy than mine) and she’s used…
I write a lot (these days, at least, it seems) about cars. Last year I had a lot of interactions with my car company and…
I’m not saying I’m a big shot or anything, but mine is a luxury car. Okay, to prove I’m not a big shot, I’ll concede…
You know that I’m big into walking in your Customers’ shoes. I write about it all the time and it plays a huge part of…
When you ask an analyst a question, ideally it’s met with several in return. That’s because good analysts are inquisitive not just about what you…
I wrote recently about an interaction I had with a support representative in which I told her I was sorry that she was working for…