Nicholas Zeisler

Be careful what you measure!

I recently fielded a question from someone regarding moving NPS ratings from 8s to 9s. I asked why that was important. It was noticeable that the question was posed in terms of numerical scores, rather than moving Passives to Promoters, so I...

Hiring your CX team

One of the most fulfilling things I've ever done as a leader was build a team.  Whether I’m actively looking or get a random call from a recruiter, usually the most intriguing potential aspect of a job is getting to hire people for a...

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