Zeisler Consulting
JANUARY 17, 2023
The late actor (who also did some other things) Ronald Reagan had a saying: “If you’re explaining, you’re losing.” Now, when it comes to popular politics, what he meant by that was that it’s important to keep your arguments simple: The more succinct you can make your point, the more likely people are to agree with you, and more quickly.
Zeisler Consulting
JANUARY 4, 2023
If you read much of what I write, you’re aware that one of the best sources of Customer insights and the one I most frequently recommend is Walking in the Customer’s Shoes. It’s one of the best—if not the best—way for you to understand what your Customers go through when they interact with your brand and your processes.
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Zeisler Consulting
DECEMBER 20, 2022
As a math and stats professor, I assign a lot of homework (my cadets can attest to that), but that homework is distinct from the exams I administer. That’s because the purpose of each is different. When we give homework, the purpose is for practice and learning; getting better at stuff, which is often pretty tremendous to watch from the teaching perspective, because in a lot of topics I teach, that’s going from zero knowledge to proficiency in a short amount of time.
Zeisler Consulting
DECEMBER 7, 2022
At one point a while back in my career I spent most of my days teaching Lean Six Sigma around the company for which I was working at the time. From a (much more seasoned) colleague I learned a witty thing to say at the end of each session: “If you have negative feedback, please share it with me; if you have positive feedback, please share it with my boss.” It was a clever turn of phrase that made people think a little bit and at the end of the day send them off with a smile.
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Zeisler Consulting
NOVEMBER 22, 2022
I’ll often describe CX in terms of an analogy to other operations within your company. If it’s to make an impact, it should have a charter that includes responsibility for and the moving parts needed to drive changes. Otherwise, there’s no point in having a CX department in the first place. The conversation usually comes as a side note to the dreaded ROI of CX discussion. Let me pull on that thread (picking on HR this time around, but it’s probably applicable for other examples as well).
Zeisler Consulting
APRIL 13, 2022
I listen to a wide variety of podcasts…I’ve even appeared on quite a few of them myself. (“Appeared”? That doesn’t sound right for a podcast. Anyway.)
Zeisler Consulting
APRIL 13, 2022
I listen to a wide variety of podcasts…I’ve even appeared on quite a few of them myself. (“Appeared”? That doesn’t sound right for a podcast. Anyway.)
Zeisler Consulting
OCTOBER 11, 2022
I recently wrote about how some brands don’t really listen to their Customers when they develop new functions, features, and even new products, and how frustrating that can be. That’s often because a brand feels so comfortable and strong that they don’t really need to listen. “We We know what our Customers want, we’ve been doing this for years,” they seem to be saying.
Zeisler Consulting
MARCH 23, 2022
I wrote a while back about how a big-box home improvement retailer made it less convenient for military folks to receive their in-store discount, while saying the purpose was to make it more so for us.
Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology
If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.
Zeisler Consulting
MARCH 23, 2022
I wrote a while back about how a big-box home improvement retailer made it less convenient for military folks to receive their in-store discount, while saying the purpose was to make it more so for us.
Zeisler Consulting
SEPTEMBER 28, 2022
I participated recently in another one of these awesome forums where CXers gather to chat and share ideas about our profession. The main topic centered on VoC approaches, and at one point someone brought up the challenge of interpreting his company’s NPS results. To paraphrase him, sometimes one Customer may rate an experience as a ‘0’ while another Customer may rate the exact same experience as a ‘10’.
Zeisler Consulting
FEBRUARY 16, 2022
We recently swapped service providers here at home for one of our communication services. The entire experience was a headache and we almost immediately regretted making the switch from our previous provider.
Zeisler Consulting
FEBRUARY 9, 2022
If you follow my ramblings, you’re aware that I approach CX differently.
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Zeisler Consulting
FEBRUARY 9, 2022
If you follow my ramblings, you’re aware that I approach CX differently.
Zeisler Consulting
SEPTEMBER 13, 2022
I once worked with a client who was having a somewhat complicated concern about survey data: Every time they interacted with a Customer they’d send out a survey invitation. That was well and good, but they never knew (does anybody?) when they’d get a response. They put a time limit on the survey in that the invitation expired after 30 days, but they knew their Customers were busy, so it may be a couple of weeks before someone got around to filling it out.
Zeisler Consulting
JANUARY 26, 2022
A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book !).
Zeisler Consulting
JANUARY 26, 2022
A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book !).
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Zeisler Consulting
JANUARY 19, 2022
Last week I wrote about an interaction I had with a large well-known brand that provides services for homeowners. It was a cautionary tale about how challenging it is to actually communicate with some brands.
Zeisler Consulting
JANUARY 12, 2022
I had a support incident a while back with one of the service providers we use in our home. In fact, I had two incidents in close succession with two different brands.
Zeisler Consulting
JANUARY 5, 2022
So, here’s a controversial statement, but keep in mind what I’m not saying*: Usually, your flight crew, including the pilot, is the least motivated people on the plane to get where you’re going, let alone on time. This occurred to me last year when I went on a mileage run.
Zeisler Consulting
AUGUST 24, 2022
A friend of mine was ribbing me the other day about the Net Promoter System and how I’m a pretty ardent critic , or at least questioner of it…not least because I think there’s a better approach (hint: It has to do with the proper purpose of doing CX in the first place). He said, “Z, why do you hate NPS so much? Don’t you think there’s anything redeeming about it?” Now, in fairness, I don’t “hate” NPS.
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Zeisler Consulting
DECEMBER 22, 2021
I was flying home to Denver a few months back from a business trip. It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in.
Zeisler Consulting
DECEMBER 15, 2021
I received another one just this morning, and you may have also. It’s an email from a company that just loves its Customers, but implores them to not write back.
Zeisler Consulting
AUGUST 9, 2022
This is another in a series of articles I decided to start writing a while back calling out brands for doing the right thing when it comes to CX. There’s a lot of negativity out there, and I’m even a big fan of learning from our (and others’!) bad CX practices. You’ll notice I don’t name names when I write about poor CX, but here it’s the opposite and I endeavor to highlight those who get it right. Today’s entry is Schlage locks.
Zeisler Consulting
DECEMBER 2, 2021
There’s a saying that you can really tell a lot about people’s character by seeing how they handle adversity. Sure, when things are going well, everybody’s got a great disposition, the idea goes. But it’s when we’re tested that our true selves show through.
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Zeisler Consulting
NOVEMBER 17, 2021
You’ve heard this before, right? “Due Due to current circumstances, we’re experiencing longer-than-usual wait times.” Those “circumstances” can vary. Over the past twenty months, of course, it has been Covid-19. Sometimes it’s the holidays.
Zeisler Consulting
NOVEMBER 10, 2021
I’m always championing active use of your Voice of the Customer (VoC) insights. After all, I say, if you’re just collecting your Customers’ insights but not doing anything with them, that’s a huge waste of resources.
Zeisler Consulting
JULY 26, 2022
I’ve been with a certain service provider for about 20 years now. It’s definitely the longest I’ve ever been with any brand that I can think of off the top of my head. Sometimes you stay because it’s the only game in town (you can likely consider your cable company for this example). Sometimes you stay out of a sense of laziness (are you a Coke person or a Pepsi person?). But I’m not sure if I’d say that I’m staying with them out of ‘loyalty’.
Zeisler Consulting
NOVEMBER 3, 2021
One of the roles we, as CX professionals, play, is that of change agents.
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Zeisler Consulting
OCTOBER 20, 2021
Do you remember the old commercial for Tombstone Pizza?
Zeisler Consulting
OCTOBER 13, 2021
As an Air Force Reservist, I’m always on the lookout for the ‘military discount’ to save a buck or two.
Zeisler Consulting
JULY 12, 2022
What should you do when you’ve met your Brand Promise goal? That’s a question that came up from a former client recently. We’d done some great work in the past and the CEO called just to check in and catch up. His was a pretty specific question, but the general applicability is something that I thought was valuable so I’ll share some broad-brush observations here. The question centers mostly on prioritization.
Zeisler Consulting
OCTOBER 6, 2021
If you manufacture widgets, you may have market dominance based on being super-duper great at making widgets. Perhaps you’ve got a niche in a particular type of widget or a certain feature.
Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach
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