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.
Do you love your Customers as much as your employees do?
Do you love your Customers as much as your employees do? We hear all the time that hiring is destiny: You have to be very…
When you can’t answer, “Why?”
When you can’t answer, “Why?” I wrote recently about an incident at a local grocery store that sparked some thought about how sometimes we provide excuses…
Whose problem are you solving?
Whose problem are you solving? I’ve written about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically. Of course, it’s…
It’s the experience, not the channel
It’s the experience, not the channel Surely I’m late to the game on this but I had always found it curious and interesting to read…
CYA is not CX
CYA is not CX The other day I spent about 45 minutes round-trip (short by standards…read on) and about $45 mailing Christmas cards. Happy Holidays…
CX professionals are the best (and worst) Customers
CX professionals are the best (and worst) Customers The Wall Street Journal has a daily column called “Best of the Web Today.” Its originator, James…
Some non-CX thoughts on Tony Hsieh
Some non-CX thoughts on Tony Hsieh The turn in the narrative regarding Tony Hsieh’s death has been striking over the past few days as stories…
Communication is key
One of my Five Principles of Good CX is Communication. You can screw a lot of things up with your Customers and they’ll still...
Your CES isn’t telling you enough
With all due deference to Matt Dixon, sometimes “effort” is a tricky thing to define. I worked with one team that ran around and...
Unnecessary escalations
This spring and summer have been rough on travel. My partner and I actually had a hotel cancel our reservation after the world ended. ...
Getting CX Right: Sears PartsDirect
There’s plenty of bad CX out there. But I had an experience not long ago with a company that was so good it’s inspired...
Good CX Principle #5: Every Customer Elite
We’re now up to the last of the Five Principles of CX (you can find an introduction to this series here, and parts one,...
Good CX Principle #4: No near-misses
We’re up now to the fourth of the Five Principles of CX: No Near Misses. We’ve covered already how it’s our responsibility to avoid...
Good CX Principle #3: Take on the stress
Today I’m posting the third article in a five-part series on the Principles of Good CX. There’s an intro to the series here, and...
Good CX Principle #2: Communicate
In this, the second installment of a five-part series on the Principles of Good CX (Intro here, and Part One here), I’ll present the...
Good CX Principle #1: Get it Right
In my time as a CX professional, I’ve developed what I call the Five Principles of CX. I’ll go through them over the course...
An introduction to the Principles of Good CX
I wouldn’t be a self-serving, self-promoting consultant if I didn’t have a few frameworks to show you, so at the risk of shaming myself...
Two roles of a Chief Customer Officer
The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. I’ve even posted a...
Add purpose to your goals so they’re meaningful
I write a lot about understanding why you’re doing something as a means of helping you to decide what to do and how to...
Don’t excuse it…solve it
Customers don’t care about why you can’t get it done; they just want you to get it done. Before you say that that sounds...