Nicholas Zeisler
Do you hear yourself?
Do you hear yourself? Have you ever had to say to a friend, “it’s not what you said, it’s how you said it”? I remember a client who used that to describe some of the interactions their managers wo...
Do you love your Customers as much as your employees do?
Do you love your Customers as much as your employees do? We hear all the time that hiring is destiny: You have to be very careful when looking for new team members—especially those who are on the ...
When you can’t answer, “Why?”
When you can’t answer, “Why?” I wrote recently about an incident at a local grocery store that sparked some thought about how sometimes we provide excuses instead of offering solutions. Likew...
Whose problem are you solving?
Whose problem are you solving? I’ve written about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically. Of course, it’s not fair to pick on CES...
It’s the experience, not the channel
It’s the experience, not the channel Surely I’m late to the game on this but I had always found it curious and interesting to read accounts of peoples’ CX and more specifically support experiences throu...
CYA is not CX
CYA is not CX The other day I spent about 45 minutes round-trip (short by standards…read on) and about $45 mailing Christmas cards. Happy Holidays to our family and friends who receive one from us...
CX professionals are the best (and worst) Customers
CX professionals are the best (and worst) Customers The Wall Street Journal has a daily column called “Best of the Web Today.” Its originator, James Taranto, created it as a bit of a light-hearted...
Some non-CX thoughts on Tony Hsieh
Some non-CX thoughts on Tony Hsieh The turn in the narrative regarding Tony Hsieh’s death has been striking over the past few days as stories (like these in the Journal and Forbes) began to come to ligh...
Communication is key
One of my Five Principles of Good CX is Communication. You can screw a lot of things up with your Customers and they’ll still forgive you, but if you’re keeping information from them or leaving them in the dark, there’s really little excuse. Sometimes...
Your CES isn’t telling you enough
With all due deference to Matt Dixon, sometimes “effort” is a tricky thing to define. I worked with one team that ran around and around about it constantly it seemed. Matt’s Customer Effort Score (CES) metric basically asks the Customer to rank his or...
Unnecessary escalations
This spring and summer have been rough on travel. My partner and I actually had a hotel cancel our reservation after the world ended. It was complicated by the fact that we’d used a combination of credit card points and cash to make the...
Getting CX Right: Sears PartsDirect
There’s plenty of bad CX out there. But I had an experience not long ago with a company that was so good it’s inspired me to start a new feature in my writing (and new category on the blog) today called “Getting CX Right”...
Good CX Principle #5: Every Customer Elite
We’re now up to the last of the Five Principles of CX (you can find an introduction to this series here, and parts one, two, three, and four at these links), Every Customer Elite. This may sound like the usual boilerplate feel-goodery that comes...
Good CX Principle #4: No near-misses
We’re up now to the fourth of the Five Principles of CX: No Near Misses. We’ve covered already how it’s our responsibility to avoid issues in the first place (Principle 1, Get It Right) and how important it is to keep the lines of...
Good CX Principle #3: Take on the stress
Today I’m posting the third article in a five-part series on the Principles of Good CX. There’s an intro to the series here, and parts one and two are here and here, respectively. I’ve previously mentioned the tongue-in-cheek observation that our jobs would all be a...
Good CX Principle #2: Communicate
In this, the second installment of a five-part series on the Principles of Good CX (Intro here, and Part One here), I’ll present the principle of Communication. It’s pretty obvious that this is important, but that makes it even more surprising that so many...
Good CX Principle #1: Get it Right
In my time as a CX professional, I’ve developed what I call the Five Principles of CX. I’ll go through them over the course of five articles starting here with the first one: Get It Right (GIR). (I posted an introduction to the series...
An introduction to the Principles of Good CX
I wouldn’t be a self-serving, self-promoting consultant if I didn’t have a few frameworks to show you, so at the risk of shaming myself and losing my membership card, here’s another one. Over the course of five articles, I’ll get into each of them,...
Two roles of a Chief Customer Officer
The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. I’ve even posted a video to go over some of the simple questions like, Why should you have a CCO and what are the benefits? ...
Add purpose to your goals so they’re meaningful
I write a lot about understanding why you’re doing something as a means of helping you to decide what to do and how to do it. It’s an idea I’ve stolen from Simon Sinek who wrote a whole book about it in fact. His...