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.
CX for SaaS
CX for SaaS I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends…
For CX, Where is not as important as What and Why
Is WHERE the CX function resides in the organization as important as WHAT it’s chartered to do?
Quantitative versus Qualitative
Quantitative versus Qualitative I just got off the phone with a colleague and we were having a conversation about data. He brought up some good…
It’s the little things
It’s the little things I’ve noticed that, when I write about CX or speak with other CX professionals, I often tend to append my anecdotes…
Half-measures and full-measures
Half-measures and full-measures I used to work out at a gym that had a bothersome, but almost comedic tendency: Whenever a piece of equipment broke…
Don’t confuse your system with reality
Don’t confuse your system with reality Improving our processes is hard work. There’s a lot of research and thinking that goes into the exercise of…
Your KPIs aren’t as important as your Customers’ actual experiences
Your KPIs aren’t as important as your Customers’ actual experiences Let me be scandalous for a second here (okay, it’s not nearly as scandalous as…
Don’t let your most valuable resource go
Don’t let your most valuable resource go I’m blessed to have been recruited to work in the field of Customer Experience. I came to the…
Don’t tell me you love me
Don’t tell me you love me A few years back I was at lunch with a mentor and there was something we needed or wanted…
Chesterton and his gate
Chesterton and his gate One of my favorite Process Engineering tools is the Five Whys. The basic principle is to consider a problem or imperfection,…
The risks of executive escalations
The risks of executive escalations Executive escalations can be a real life-saver for an organization. Whether it’s a high-profile Customer or just someone whose experience…
Maybe you are already “doing” CX
Some folks simply don’t see the forest for the trees and others overcomplicated the idea of Customer Experience so much so that they don’t know…
The struggle for feedback
The struggle for feedback I came across the following article I wrote in an earlier part of my consulting career (I was much thinner then). …
Don’t ask questions if you already know the answers
Don’t ask questions if you already know the answers A good lawyer never asks a question for which he doesn’t already know the answer. That’s…
Metrics: Output vs. Outcomes
Metrics: Output vs. Outcomes Y’all know I’m a big fan of metrics. Long before I was in CX, I was in Process Engineering (Lean Six…
Channel Surfing
Channel Surfing I have covered my experience using Twitter to solve a support problem in a previous article. For many CX (and definitely Customer support)…
A letter you never sent
A letter you never sent Dear Customer: Thank you for your recent feedback. We always enjoy taking the time to better understand where we fall…
Employees are NOT your Customers
Employees are NOT your Customers Can I start a controversial article being completely uncontroversial? Thanks. Here goes: Good employee engagement is an absolute requirement in…
Processing your survey results
Processing your survey results Recently I fielded a question about NPS survey data: How do you process it? How do you use it? I popped…
Do you hear yourself?
Do you hear yourself? Have you ever had to say to a friend, “it’s not what you said, it’s how you said it”? I remember…