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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. MORE
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. MORE
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 principle of Communication. It’s pretty obvious that this is important, but that makes it even more surprising that so many organizations get it so wrong. I recently spent literally two weeks waiting to hear back from my insurance company on a property claim. MORE
Surely I’m late to the game on this but I had always found it curious and interesting to read accounts of peoples’ CX and more specifically support experiences through Twitter. The concept of pinging a business via their public handle and then getting a resolution seemed pretty cool to me. It’s mostly anecdotal but I feel the vast majority of those instances were travel-related. It may be because that’s all I think about these days, what with the world shut down. MORE
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 of five articles starting here with the first one: Get It Right (GIR). (I I posted an introduction to the series here.) Although not universally the case, and it’s not a good idea to limit it just this way, a lot of folks consider CX in terms mostly of Customer support. MORE
Here’s a throw-back article I wrote back in 2017, as United Airlines was retiring their 747 airframe. It’s tangentially CX-related, and although I’m no PointsGuy , I think it does a pretty good job as a travelogue. And if nothing else, it’s a reminder that we used to be able to get out there and travel. Enjoy. Earlier this year my partner and I took a trip. Okay well we take trips all the time. But this time we took on an experience. MORE
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? MORE
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 me to start a new feature in my writing (and new category on the blog) today called “Getting CX Right” to celebrate those organizations (naming names!) that knock it out of the park. Here’s the first installation: The top rack of our dishwasher needed a replacement part (how’s that for esoteric?) MORE
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. MORE
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. MORE
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 parts one and two are here and here , respectively. I’ve previously mentioned the tongue-in-cheek observation that our jobs would all be a lot easier without the Customers, right? Forget that our jobs would not exist without Customers, of course, but that’s part of the joke.) MORE
With all due deference to Matt Dixon , sometimes “effort” is a tricky thing to define. I worked with one team that ran around and around about it constantly it seemed. Matt’s Customer Effort Score (CES) metric basically asks the Customer to rank his or her satisfaction with the amount of effort expended to solve an issue or otherwise accomplish something. Now, right away you can see the question begged: How do we even know the issue has been solved in the first place? MORE
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. MORE
“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 why I thought NPS would be different for the different lines of business his organization supported. But in the end, it’s no more complicated than that. MORE
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. MORE
Where is your CX function located? That’s a common question often used to kick off conversations on many webinars and conference chats. For a while I found it mildly interesting as a survey question and as an icebreaker or a means of getting people engaged right off the bat. But the more I found the answer to be “within the Customer Support organization,” the more puzzled I became: Isn’t the goal of CX, to a degree at least, to drive support out of business? MORE
There are articles all over the place and books overloading shelves in the business section of the stores having to do with strategies and branding. MORE
I’ve written about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically. MORE
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. MORE
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. Usually, there’s a note pinned to it alerting us that it’s not to be used. To some degree, I’m sure the team member whose job it is to put that sign on the equipment considered his job ‘done.’ MORE
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. MORE
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? MORE
I’m a big fan, as you know, of negative feedback. I suggest that CX professionals be greedy for negative feedback. MORE
I once had a mentor whose cubicle walls were covered in certificates and evidence of completion of training and qualification. People considered him a bit of an egotist and obsessed with certifications. Credentialism is a thing, after all. But I asked him once about all his accreditations. MORE
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 issues in the first place (Principle 1, Get It Right ) and how important it is to keep the lines of communication open and take on the stress of our own internal processes so our Customers don’t have to (Principles 2 and 3). This principle has as much to do with impressions as it does with the actual experiences we deliver for our Customers. MORE
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 this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring. CX is a study that’s founded on measuring…from survey results to Customer habits and attitudes to top-level improvements in your CX KPIs, numbers are all around us. MORE
Here is the final post in a series about building a world-class CX program in your organization. MORE
This spring and summer have been rough on travel. My partner and I actually had a hotel cancel our reservation after the world ended. MORE
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 , two , three , and four at these links), Every Customer Elite. This may sound like the usual boilerplate feel-goodery that comes with CX leaders and writers all the time: Put the Customers first! Make every Customer experience perfect! Always and everywhere at every time and in every instance do whatever it takes to completely and totally amaze the Customer! MORE
In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience. I won’t go too far in depth into the four parts but rather provide an overview of how they work together with a brief explanation of what they are. MORE
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 first post, on CX strategic alignment, is here. Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric culture. MORE
Zeisler Consulting
JANUARY 21, 2021
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.
Zeisler Consulting
JANUARY 18, 2021
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.
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Zeisler Consulting
JANUARY 14, 2021
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.
Zeisler Consulting
JANUARY 7, 2021
I’ve written about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically.
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Zeisler Consulting
DECEMBER 17, 2020
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.
Zeisler Consulting
DECEMBER 9, 2020
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.
Zeisler Consulting
DECEMBER 7, 2020
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.
Zeisler Consulting
NOVEMBER 30, 2020
This spring and summer have been rough on travel. My partner and I actually had a hotel cancel our reservation after the world ended.
Zeisler Consulting
JANUARY 11, 2021
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. Usually, there’s a note pinned to it alerting us that it’s not to be used. To some degree, I’m sure the team member whose job it is to put that sign on the equipment considered his job ‘done.’
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Zeisler Consulting
NOVEMBER 9, 2020
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.
Zeisler Consulting
NOVEMBER 5, 2020
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?
Zeisler Consulting
JANUARY 4, 2021
Surely I’m late to the game on this but I had always found it curious and interesting to read accounts of peoples’ CX and more specifically support experiences through Twitter. The concept of pinging a business via their public handle and then getting a resolution seemed pretty cool to me. It’s mostly anecdotal but I feel the vast majority of those instances were travel-related. It may be because that’s all I think about these days, what with the world shut down.
Zeisler Consulting
OCTOBER 22, 2020
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?
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Zeisler Consulting
OCTOBER 1, 2020
I once had a mentor whose cubicle walls were covered in certificates and evidence of completion of training and qualification. People considered him a bit of an egotist and obsessed with certifications. Credentialism is a thing, after all. But I asked him once about all his accreditations.
Zeisler Consulting
DECEMBER 21, 2020
Here’s a throw-back article I wrote back in 2017, as United Airlines was retiring their 747 airframe. It’s tangentially CX-related, and although I’m no PointsGuy , I think it does a pretty good job as a travelogue. And if nothing else, it’s a reminder that we used to be able to get out there and travel. Enjoy. Earlier this year my partner and I took a trip. Okay well we take trips all the time. But this time we took on an experience.
Zeisler Consulting
SEPTEMBER 10, 2020
I’m a big fan, as you know, of negative feedback. I suggest that CX professionals be greedy for negative feedback.
Zeisler Consulting
SEPTEMBER 3, 2020
There are articles all over the place and books overloading shelves in the business section of the stores having to do with strategies and branding.
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.
Zeisler Consulting
AUGUST 19, 2020
Here is the final post in a series about building a world-class CX program in your organization.
Zeisler Consulting
AUGUST 14, 2020
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 first post, on CX strategic alignment, is here. Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric culture.
Zeisler Consulting
AUGUST 10, 2020
In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience. I won’t go too far in depth into the four parts but rather provide an overview of how they work together with a brief explanation of what they are.
Zeisler Consulting
DECEMBER 3, 2020
With all due deference to Matt Dixon , sometimes “effort” is a tricky thing to define. I worked with one team that ran around and around about it constantly it seemed. Matt’s Customer Effort Score (CES) metric basically asks the Customer to rank his or her satisfaction with the amount of effort expended to solve an issue or otherwise accomplish something. Now, right away you can see the question begged: How do we even know the issue has been solved in the first place?
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Zeisler Consulting
OCTOBER 29, 2020
Where is your CX function located? That’s a common question often used to kick off conversations on many webinars and conference chats. For a while I found it mildly interesting as a survey question and as an icebreaker or a means of getting people engaged right off the bat. But the more I found the answer to be “within the Customer Support organization,” the more puzzled I became: Isn’t the goal of CX, to a degree at least, to drive support out of business?
Zeisler Consulting
NOVEMBER 24, 2020
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 me to start a new feature in my writing (and new category on the blog) today called “Getting CX Right” to celebrate those organizations (naming names!) that knock it out of the park. Here’s the first installation: The top rack of our dishwasher needed a replacement part (how’s that for esoteric?)
Zeisler Consulting
NOVEMBER 19, 2020
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 , two , three , and four at these links), Every Customer Elite. This may sound like the usual boilerplate feel-goodery that comes with CX leaders and writers all the time: Put the Customers first! Make every Customer experience perfect! Always and everywhere at every time and in every instance do whatever it takes to completely and totally amaze the Customer!
Zeisler Consulting
NOVEMBER 18, 2020
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 issues in the first place (Principle 1, Get It Right ) and how important it is to keep the lines of communication open and take on the stress of our own internal processes so our Customers don’t have to (Principles 2 and 3). This principle has as much to do with impressions as it does with the actual experiences we deliver for our Customers.
Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone
While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.
Zeisler Consulting
NOVEMBER 16, 2020
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 parts one and two are here and here , respectively. I’ve previously mentioned the tongue-in-cheek observation that our jobs would all be a lot easier without the Customers, right? Forget that our jobs would not exist without Customers, of course, but that’s part of the joke.)
Zeisler Consulting
NOVEMBER 12, 2020
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 principle of Communication. It’s pretty obvious that this is important, but that makes it even more surprising that so many organizations get it so wrong. I recently spent literally two weeks waiting to hear back from my insurance company on a property claim.
Zeisler Consulting
NOVEMBER 11, 2020
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 of five articles starting here with the first one: Get It Right (GIR). (I I posted an introduction to the series here.) Although not universally the case, and it’s not a good idea to limit it just this way, a lot of folks consider CX in terms mostly of Customer support.
Zeisler Consulting
OCTOBER 15, 2020
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 this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring. CX is a study that’s founded on measuring…from survey results to Customer habits and attitudes to top-level improvements in your CX KPIs, numbers are all around us.
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Zeisler Consulting
OCTOBER 8, 2020
“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 why I thought NPS would be different for the different lines of business his organization supported. But in the end, it’s no more complicated than that.
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