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.
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...
CX…inside Customer Support?
Where is your CX function located? The more I found the answer to be “within the Customer Support organization,” the more puzzled I became. Isn’t…
Goodhart’s Law and clarity of goals
I’d written previously about Goodhart’s Law, which goes along the lines of, once a metric becomes a goal it ceases to be a good...
Making the best of a bad situation
There’s saturation of Covid-19/coronavirus blogging these days, so I’m mostly avoiding it. Naturally with a caveat like that, this’ll be a post about…Coronavirus of...
Customer Success is not CX
I’ve written previously about different job postings with CX-sounding titles. One of those jobs is in the family of “Customer Success” positions. If you’re...
Engendering a risk-taking culture
Business philosophers, book writers, keynote speakers, and basically anybody with an opinion on the subject will say that one key to success for an...
More on CX ROI: Save AND make money
I have written previously a couple times about return on investment for CX. In fact, there are volumes of articles and books written about...
Lead and lag measures
You know I’m all about metrics and measures. One of the things that made entering the CX profession so attractive to me was that...
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...
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...
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...
“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...
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...
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...
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. ...
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...
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...
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...
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...
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...