Zeisler Consulting

CX for SaaS

Zeisler Consulting

I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there. Whenever I talk with them about Customer Experience, I always chuckle when the conversation turns to the Voice of the Customer.

For CX, Where is not as important as What and Why

Zeisler Consulting

Where a CX function is located within a company is a frequent discussion topic among CXers.


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Quantitative versus Qualitative

Zeisler Consulting

I just got off the phone with a colleague and we were having a conversation about data. He brought up some good questions and points and so I figured I’d jot a few of them down here before they went right out of my head again.

Data 52

Half-measures and full-measures

Zeisler Consulting

I used to work out at a gym that had a bothersome, but almost comedic tendency: Whenever a piece of equipment broke down, someone would diligently and swiftly mark it with an “Out of Order” sign. The particular machine would usually sit like that (broken, that is) for weeks on end.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Chesterton and his gate

Zeisler Consulting

One of my favorite Process Engineering tools is the Five Whys. The basic principle is to consider a problem or imperfection, ask why it’s the way it is, and then ask why that explanation is so.

The struggle for feedback

Zeisler Consulting

I came across the following article I wrote in an earlier part of my consulting career (I was much thinner then). Without knowing it at the time, I foreshadowed a lot of reflection that I use now as an executive CX consultant and Fractional CCO.

Channel Surfing

Zeisler Consulting

I have covered my experience using Twitter to solve a support problem in a previous article. For many CX (and definitely Customer support ) professionals, the channel is ‘the thing’. We often talk about switching channels, being multi-channel, being omni -channel.

A letter you never sent

Zeisler Consulting

Dear Customer: Thank you for your recent feedback. We always enjoy taking the time to better understand where we fall short of expectations as it offers us the opportunity to do something we love to do: Improve how we serve our Customers.

Employees are NOT your Customers

Zeisler Consulting

Can I start a controversial article being completely un controversial? Thanks. Here goes: Good employee engagement is an absolute requirement in order to drive good CX.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Processing your survey results

Zeisler Consulting

Recently I fielded a question about NPS survey data: How do you process it? How do you use it? I popped off a quick response, but I’d like to go a little deeper on the topic here. First of all, it’s not a specific NPS question.

Do you hear yourself?

Zeisler Consulting

Have you ever had to say to a friend, “it’s not what you said, it’s how you said it”? I remember a client who used that to describe some of the interactions their managers would have with front-line employees as an example of the need for a professional communications course I offered at the time.

Do you love your Customers as much as your employees do?

Zeisler Consulting

We hear all the time that hiring is destiny: You have to be very careful when looking for new team members—especially those who are on the front-line and Customer facing—that they’re empathetic, Customer-focused, and just plain nice.

When you can’t answer, “Why?”

Zeisler Consulting

I wrote recently about an incident at a local grocery store that sparked some thought about how sometimes we provide excuses instead of offering solutions. Likewise, sometimes at my gym, I come across a piece of equipment that’s out of order for some reason or another.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Whose problem are you solving?

Zeisler Consulting

I’ve written about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically.

It’s the little things

Zeisler Consulting

I’ve noticed that, when I write about CX or speak with other CX professionals, I often tend to append my anecdotes about my own experiences with something like, “Well, now, this wasn’t a huge deal, but…” or, “Of course, it’s not the end of the world, but …” I see many other CX leaders do the same thing.

CYA is not CX

Zeisler Consulting

The other day I spent about 45 minutes round-trip (short by standards…read on) and about $45 mailing Christmas cards. Happy Holidays to our family and friends who receive one from us! I use the word “mailing” deliberately because that’s all I was doing.

CX professionals are the best (and worst) Customers

Zeisler Consulting

The Wall Street Journal has a daily column called “Best of the Web Today.” Its originator, James Taranto, created it as a bit of a light-hearted end-of-the-day quick-hit piece with a bit of political commentary thrown in as well.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Don’t confuse your system with reality

Zeisler Consulting

Improving our processes is hard work. There’s a lot of research and thinking that goes into the exercise of getting better at what we do. Add to that the complexities and politics of change management—especially if your organization is large and/or well-established—and it can be daunting for sure. People spend careers refining their approach to Process Engineering, and quite frankly, if it’s being done right, there’s a lot of math involved.

Some non-CX thoughts on Tony Hsieh

Zeisler Consulting

The turn in the narrative regarding Tony Hsieh’s death has been striking over the past few days as stories (like these in the Journal and Forbes ) began to come to light based on accounts from those who knew him better than the rest of us who had merely admired him from afar.

Communication is key

Zeisler Consulting

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 forgive you, but if you’re keeping information from them or leaving them in the dark, there’s really little excuse.

Unnecessary escalations

Zeisler Consulting

This spring and summer have been rough on travel. My partner and I actually had a hotel cancel our reservation after the world ended.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Your KPIs aren’t as important as your Customers’ actual experiences

Zeisler Consulting

Let me be scandalous for a second here (okay, it’s not nearly as scandalous as I sometimes get in real life, but bear with me): Stop looking at your scores. Just stop. I can hear old bosses (who hired me for my analytical acumen) and even former professors (who instilled that acumen in me in the first place) cringing. I have former students and cadets who may think me a hypocrite.

NPS 40

Don’t let your most valuable resource go

Zeisler Consulting

I’m blessed to have been recruited to work in the field of Customer Experience. I came to the practice of CX via Process Engineering (Lean Six Sigma, or LSS). Using PE to better our CX is an incredibly fulfilling use of a legacy approach to improving what we do. Years ago, before I was involved in CX, I saw how, sadly, PE was often used to ‘find efficiencies’, which usually meant looking for redundancies and people to fire.

Metrics: Output vs. Outcomes

Zeisler Consulting

Y’all know I’m a big fan of metrics. Long before I was in CX, I was in Process Engineering (Lean Six Sigma and Operations Research), and long before that I was an analyst. My BS is in Mathematics, and I teach Statistics at the Air Force Academy. So yea, I dig numbers. I write about them a lot. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before.

Don’t tell me you love me

Zeisler Consulting

A few years back I was at lunch with a mentor and there was something we needed or wanted that we had to ask for. The waiter replied somewhat along the lines of: “Well, we’re not supposed to do that, but I’ll go ahead and do that for you.”. We thanked him, but after he walked away, my mentor turned to me and surprisingly said, “what poor form for him to say that.”

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

With communities rapidly becoming the central location for self-service, support, and connection, these programs are under as much scrutiny as any other investment. However, often it can be a struggle to fit CX scoring systems onto a living, organic community and as such, the value of community is often under-reported and subsequently under-resourced. On Tuesday, April 20th at 12 PM EDT, Nichole Devolites will share with us in an exclusive webinar: The top three scoring systems: NPS, CSAT, and CES and what they are used for. How a community can impact a much broader customer survey. The benefits and detractors of integrating each into a community to help determine which approach is right for you.

An introduction to the Principles of Good CX

Zeisler Consulting

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 and losing my membership card, here’s another one.

Two roles of a Chief Customer Officer

Zeisler Consulting

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 video to go over some of the simple questions like, Why should you have a CCO and what are the benefits?

Customer Success is not CX

Zeisler Consulting

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 like me, and work in CX, you may have wondered, What, exactly, is , Customer Success?

Maybe you are already “doing” CX

Zeisler Consulting

“You’re soaking in it.” Do you remember that commercial for dishwashing soap that was supposed to be so incredibly good for your skin that the lady who’d gone in (to see Madge, remember?) for a manicure was unknowingly enjoying its benefits, thinking she was dipping her fingers into some wonderful skin tonic? Or have you heard the concept of fish not realizing they’re wet because they’re surrounded by water?

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

Don’t ask questions if you already know the answers

Zeisler Consulting

A good lawyer never asks a question for which he doesn’t already know the answer. That’s not necessarily just about being smart and being prepared. Frankly, it’s a manipulation technique used to sway juries and judges: When they get a witness on the stand, the most important thing for an attorney is to control the situation and allow just the right narrative to come through to the audience. People can object to the ethics, but the technique is age-old.