Nicholas Zeisler

Do You Trust Your Customers?

One important facet of efficiency and positive CX is making it easy for Customers to deal with you and navigate your processes.  The reason this is important is because corporations are necessarily defensive entities:  we create processes to protect our organizations from risk and...

Close the loop on your feedback

You’ve likely heard about the concept and practice of “closing the loop” or a “closed-loop feedback” (CLF) cycle.  What is it, and how does it work? There are actually a couple types of closed-loop feedback systems depending on whether you’re talking about internal or external...

Transactional and relationship surveys: They’re different

“Well, it’s because they’re different.” The not-deliberately snarky, yet somewhat oversimplified tautological response was understandably not satisfying for the support business leader who’d asked me why I thought NPS would be different for the different lines of business his organization supported.  But in the end,...

“Treat your employees right” is more than just ‘feel-good’ rhetoric

The world of CX is covered in platitudes and clichés. I don’t say that to denigrate it as a field of study and practice (quite the opposite), but rather just to acknowledge it so as to better combat empty words in favor of making actual...

Showing ROI for your CX efforts

On several occasions I've had the opportunity to share an anecdote about a leader who once, in exasperation during a conversation I was having with him about Customer-centricity sort of threw up his hands a bit and exclaimed, “well, Z, we could just give...

The value of certification

I once had a mentor whose cubicle walls were covered in certificates and evidence of completion of training and qualification.  People considered him a bit of an egotist and obsessed with certifications.  Credentialism is a thing, after all.  But I asked him once about...

How are you segmenting?

I once helped a company which made several different products and offered many different services build out a Voice of the Customer (VoC) program.  Here were two mistakes they were making: Their first mistake was that they defined their Customers by their own products and...

Building a Customer-centric culture

Here is the final post in a series about building a world-class CX program in your organization.  I introduced the component parts here, expounded on aligning your CX strategy here, delved into the Voice of the Customer here, and showed how to put it...

Be hungry for negative feedback

The topic of the Voice of the Customer (VoC) has many branches and sub-categories.  Just on the topic of surveys alone (which is only a part of VoC), there are tons of thoughts: We discuss things like the formatting of surveys, the proper response...

Do Something! Process Engineering in your CX program

This is part three of a four-part series of posts about the components of a world-class CX function.  I began last week with an overview of the structure.  Since then I’ve posted on CX strategic alignment and your Voice of the Customer program.  We...

Voice of the Customer Basics

This is part two of a series of posts on the four components of a good CX system.  I introduced the concept here and my first post, on CX strategic alignment, is here.  Soon I’ll write about Process Engineering and wrap up with notes on...

For a CX leader, don’t hire from within your industry

There’s a meme going around LinkedIn these days about a job posting that requires of the ideal candidate experience that’s physically impossible:  a history of use of a platform or programming language that’s longer than the language’s existence in the first place.  There’s even...

CX Strategic Alignment: The first step

This post is part of a series on the four components needed for a CX organization to be successful.  An introduction to the concept can be found here, and look for briefs on the moving parts (VoC, Process Engineering, and CX Culture) coming soon. ...

CX: How it all works

In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience. I won’t go too far in depth into the four parts but rather provide an overview of how they work together with a brief explanation of what...

Three uses of your feedback

I’m a big fan, as you know, of negative feedback.  I suggest that CX professionals be greedy for negative feedback.  Since slaps on the back and hoorahs from your most ardent fans don’t really help you improve, you should be eager to hear “suggestions”...

Improving CX: Up and In

It’s not always easy to get through the din of corporate metrics. But as a CX professional, it’s our responsibility not only to take them seriously ourselves, but to drive awareness and interest in them within our organizations. With financial and operational...

Don’t try to be Zappos…Just beat the DMV

There’s a saying in CX: You’re not only competing against your industry peers, you’re also competing against Zappos. While folks in the shoe business can take that sentiment seriously and literally, the idea is that Customers these days are getting more used...

Dynamism over products or services

There are articles all over the place and books overloading shelves in the business section of the stores having to do with strategies and branding.  One of the theories that I find appealing is that, when it comes to strategies and visions and missions,...

What makes a CX job an actual CX Job?

When I left my last internal, corporate CX gig to go back into consulting, I wasn’t interested in taking on another full-time job. But a series of continuing interactions with recruiters and start-up founders has made me curious about it so from time to...

Does FCR make sense? It depends.

I recently took part in a discussion among CX experts regarding FCR, short in our parlance for First Contact Resolution. That it used to be called First Call Resolution speaks to one point I want to make. We struggled with this in the last job I...

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