Nicholas Zeisler
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...
Agile and CX: Working software over documentation
Agile and CX: Working software over documentation This is part two of a four-part series of articles wherein I tie out the principles and values of Agile Project Management with Customer Experience.&nb...
Agile and CX: Prioritizing People over process
Agile and CX: Prioritizing People over process This is the first in a four-part series of articles about Agile/Scrum and how we as CX practitioners and leaders can integrate the approach and theories o...
Agile and CX
Agile and CX One of the more curious—and least expected—experiences in my professional career is how I became a professor at the US Air Force Academy. I wasn’t formally trained as an educator but ...
Regulation as a CX opportunity
Regulation as a CX opportunity As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance ...
Is NPS right for you?
Is NPS right for you? Does NPS make sense for you? Let’s try this thought experiment: Say you’re a plastic surgeon, specializing in a bespoke and specific sort of work that’s…um, shall we say, per...
Don’t abandon your Chief Customer Officer
Don’t abandon your Chief Customer Officer I was recently speaking with a friend who’s a Chief Customer Officer. She was in good spirits but nonetheless was lamenting a bit about her colleagues:&nb...
Reasons to read and share
Reasons to read and share LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think, and others, are all great sources of inform...