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.
Getting CX Right: Discount Tire
This is part of a series of articles about brands that are getting it right. Often we see plenty of examples of brands dropping the…
I told the agent I was sorry
I was on the phone with an agent on a support line the other day and I told her that I was sorry. No, I…
If you’re explaining, you’re losing
The late actor (who also did some other things) Ronald Reagan had a saying: “If you’re explaining, you’re losing.” Now, when it comes to popular…
Walk in other shoes also
If you read much of what I write, you’re aware that one of the best sources of Customer insights and the one I most frequently…
CX is not a test
As a math and stats professor, I assign a lot of homework (my cadets can attest to that), but that homework is distinct from the…
When it’s okay to ask
At one point a while back in my career I spent most of my days teaching Lean Six Sigma around the company for which I…
How CX is like HR
I’ll often describe CX in terms of an analogy to other operations within your company. If it’s to make an impact, it should have...
Two problems with your KPIs
Anybody who’s read much of what I have to say about Customer insights and Voice of the Customer (VoC) knows I’m quite critical of legacy…
A moment of truth for entrepreneurs
I recently wrote about how some brands don’t really listen to their Customers when they develop new functions, features, and even new products, and how…
Brand Alignment Score: Reduce the subjectivity
I participated recently in another one of these awesome forums where CXers gather to chat and share ideas about our profession. The main topic centered…
Collecting data so you can use it
I once worked with a client who was having a somewhat complicated concern about survey data: Every time they interacted with a Customer they’d send…
When NPS makes sense
A friend of mine was ribbing me the other day about the Net Promoter System and how I’m a pretty ardent critic, or at least…
Getting CX Right: Schlage Locks
This is another in a series of articles I decided to start writing a while back calling out brands for doing the right thing when…
Is it loyalty?
When brands think that Customers are loyal to them, I think they’re kind of kidding themselves…especially when they’re trying to do things like make ease-of-use…
Success! Now what?
What should you do when you’ve met your Brand Promise goal? That’s a question that came up from a former client recently. We’d done some…
Is it an Agile thing?
I woke up the other day to find that my computer had restarted itself overnight. I knew it was coming, and frankly, it was my…
You need that amplification
I wrote a while back about questions raised concerning wide ranges in top-level NPS or C-SAT scores, even for Customers who may have had the…
So why did you ask?
A while back, one of my service providers sent me an invitation to fill out a survey. As I’ve stated before, sometimes CX people can…
Don’t leave that seat empty
There’s an old anecdote that certain customer-centric companies are “so dedicated” to their customers that they leave an empty chair at the table in the…
The big reason you need that outside perspective
I listen to a wide variety of podcasts…I’ve even appeared on quite a few of them myself. (“Appeared”? That doesn’t sound right for a podcast. …