Nicholas Zeisler

Adversity brings out true character

Adversity brings out true character There’s a saying that you can really tell a lot about people’s character by seeing how they handle adversity.  Sure, when things are going well, everybody’s got ...

Excuses versus solutions

Excuses versus solutions You’ve heard this before, right?  “Due to current circumstances, we’re experiencing longer-than-usual wait times.”  Those “circumstances” can vary.  Over the past...

VoC begets VoC

VoC begets VoC I’m always championing active use of your Voice of the Customer (VoC) insights.  After all, I say, if you’re just collecting your Customers’ insights but not doing anything with them...

Are we challenging CX?

Are we challenging CX? One of the roles we, as CX professionals, play, is that of change agents.  I realize that’s a term people toss out there when they want to seem important or progressive in bu...

Where’s your deli?

Where’s your deli? Here’s a random thought that occurred to me the other day.  I promise I’m going somewhere with it, though: The deli should be at the front of a grocery store.  Now, I’m in w...

What do you want on your Tombstone?

What do you want on your Tombstone? Do you remember the old commercial for Tombstone Pizza?  The tagline was, “What do you want your tombstone?”  (By the way, if you clicked through and it’s d...

Easier for whom?

Easier for whom? As an Air Force Reservist, I’m always on the lookout for the ‘military discount’ to save a buck or two.  Many brands offer a markdown of some sort:  Flash your Common Access C...

CX is about more than competence

CX is about more than competence If you manufacture widgets, you may have market dominance based on being super-duper great at making widgets.  Perhaps you’ve got a niche in a particular type of wi...

When Customer support is the problem

When Customer support is the problem Nothing is 100%.  Things fail, products break, even very important services go dark from time to time.  A Customer who expects and demands perfection is ce...

For CX success, re-evaluate your purpose

For CX success, re-evaluate your purpose May I offer a modest suggestion about CX?  Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.) ...

Better than NPS? Brand Alignment Score

Better than NPS? Brand Alignment Score I’ve written previously about how silly things like Net Promotor Score’s ‘Likelihood to Recommend’ question can seem.  I think, generally, that comes more f...

Let’s ask better questions

Let’s ask better questions With text analytics and artificial intelligence and sentiment analysis, technology has really moved us into a new world of possibilities when it comes to understanding our Cus...

Rethinking the ROI of CX

Rethinking the ROI of CX Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals.  As I moderate panels on webinars and sit as a guest...

Set your CCO up with authority

Set your CCO up with authority Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking actio...

Are we conversing?

Are we conversing? I spent the last three weeks on Reserve status with the Air Force. It’s an exercise I anticipate and enjoy every year, but it inevitably gobbles up a lot of my time when it rolls arou...

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...

New Posts