Zeisler Consulting

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Leave Me Alone as the next CX

Zeisler Consulting

I write a lot (these days, at least, it seems) about cars. Last year I had a lot of interactions with my car company and other support organizations having to do with my automotive needs. So I guess with it front of mind, it seems appropriate that this little anecdote popped into my head the other day: Do you remember in 2022 when BMW decided to make heated seats a subscription service ?

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Your Brand Promise is Everything

Zeisler Consulting

I’m not saying I’m a big shot or anything, but mine is a luxury car. Okay, to prove I’m not a big shot, I’ll concede that it’s the entry-level first-time-buying-a-luxury-car model from a certain German automaker. And , I bought it a while ago. I’ve had it for a while. So yes, boujie I’m not…yet (keep that Growth Mindset going!) But here’s the thing: Recently I had an experience with this brand that was decidedly not luxury in any way whatsoever.

Brands 40
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You’ve lost me by then

Zeisler Consulting

You know that I’m big into walking in your Customers’ shoes. I write about it all the time and it plays a huge part of the book. But you’ve got to go into it with the right frame of mind. It’s not practical to expect you can shed all your priors and blinders, but you’ve got to assert yourself as best you can and imagine the experience your Customers are having.

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Why do you ask?

Zeisler Consulting

When you ask an analyst a question, ideally it’s met with several in return. That’s because good analysts are inquisitive not just about what you want to determine, but why you’re looking for a quantitative answer. A healthy dialog between you and an analyst will lead to much better analysis and even more importantly, that analysis will come with much better insights.

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I don’t care that you care

Zeisler Consulting

I wrote recently about an interaction I had with a support representative in which I told her I was sorry that she was working for a brand that disrespected her enough to preclude her from being allowed to help me. I’m not sure if she appreciated that I was being honest and sincere in my sentiment, but I imagine the interaction made more of an impression on me, as she surely had other calls to take the rest of her day.

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Adding Support headcount is losing

Zeisler Consulting

A while back, I participated in a round of judging for a Customer Service and Support awards competition. It was both an honor to be asked to participate, and a real inspiration to read so many great stories of dedicated Customer centricity. I got a few good ideas from some of the stories that were told, and frankly the future does look bright for Customer Experience, if you know where to look.

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Getting CX Right: Discount Tire

Zeisler Consulting

This is part of a series of articles about brands that are getting it right. Often we see plenty of examples of brands dropping the ball and failing to live up to their promise, but here’s a chance to highlight those who seem to have gotten it figured out. YMMV, of course, and sometimes these are just anecdotes about only one experience, but as I’ve noticed, when a company really embraces its Brand Promise, these experiences are usually quite common.

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