Nicholas Zeisler
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.
No, I don’t want to log in
I recently had a ridiculous interaction with one of our household service providers. I had a general question about one of their policies and...
Getting CX Right: Copper Mountain Resort
I posted about this way back when it happened, but I’m enjoying working from the mountains these past couple weeks, so the experience is...
Maybe you don’t need CX
Customer Experience is a very important part of advancing your brand. In fact, as I like to say, CX is the delivery of your...
Your Customers have figured it out. Have you?
My local grocer has a problem. All of us who shop there are aware of it, and even compensate for it. But it doesn’t...
System problems and policy problems
I’ve been thinking lately about what causes CX to go south. Well, okay, I do that a lot anyway. Naturally, considering my Framework, I concentrate...
Small Print or Bigger Person
Your mom may have told you to always read the fine print. Or maybe it was a college professor or something along those lines. ...
Communication is cheaper
I recently had to return a pair of shoes I’d purchased online. I realized immediately when I tried them on just after they were...
Customer screw-ups are your fault
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. …
They’re already robots
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...
Gate-keeper or problem-solver?
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...
Who can?
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...
Some Customers Never Learn
“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...
Representative for whom?
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),...
When to survey
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,...
If it’s a surprise, you’re in trouble
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...
It’s not about what you want
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…
It’s really just BPI
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…
Maybe just stop doing VoC?
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…
No Be There
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…
Don’t bother if you can’t get it right
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…