Nicholas Zeisler
When Customer Support is the only number Part II
When Customer Support is the only number Part II Last week I wrote about an interaction I had with a large well-known brand that provides services for homeowners. It was a cautionary tale about ho...
When Customer Support is the only number Part I
When Customer Support is the only number Part I I had a support incident a while back with one of the service providers we use in our home. In fact, I had two incidents in close succession with tw...
The pilot cares the least
The pilot cares the least So, here’s a controversial statement, but keep in mind what I’m not saying*: Usually, your flight crew, including the pilot, is the least motivated people on the plane to...
When your numbers are more important than your Customers
When your numbers are more important than your Customers I was flying home to Denver a few months back from a business trip. It was an evening flight, perhaps not the last flight on the route (it ...
Don’t call us
Don’t call us I received another one just this morning, and you may have also. It’s an email from a company that just loves its Customers, but implores them to not write back. So emphatic ar...
It’s not your fault but it is your responsibility
It’s not your fault but it is your responsibility I recently wrote about how important it is that brands not just be competent in delivering the products or services they provide to their Customers.&nbs...
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...