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.
Three important words
Three important words I wrote a while back about how a big-box home improvement retailer made it less convenient for military folks to receive their…
Good for your Customers doesn’t have to be bad for you
Good for your Customers doesn’t have to be bad for you I’ve mentioned before that those of us in the CX profession are both the best…
Are we speaking our Customers’ language?
Are we speaking our Customers’ language? I was in the post office the other day and experienced a perfect example of how we often miss…
Channels, again
Channels, again We recently swapped service providers here at home for one of our communication services. The entire experience was a headache and we almost…
Some words about Brand Promise
Some words about Brand Promise If you follow my ramblings, you’re aware that I approach CX differently. Rather than promising higher revenue, sales, and market…
The 30-50-20 Rule
The 30-50-20 Rule A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can…
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…
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…
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,…
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…
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…
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…
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,…
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…
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…
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…
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?” …
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…
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…