Zeisler Consulting

Brand Alignment Score: Reduce the subjectivity

Zeisler Consulting

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’.

Collecting data so you can use it

Zeisler Consulting

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.

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When NPS makes sense

Zeisler Consulting

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.

NPS 40

The big reason you need that outside perspective

Zeisler Consulting

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.)

How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

The big reason you need that outside perspective

Zeisler Consulting

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.)

Three important words

Zeisler Consulting

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.

Three important words

Zeisler Consulting

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.

Is it loyalty?

Zeisler Consulting

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’.

Channels, again

Zeisler Consulting

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.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Some words about Brand Promise

Zeisler Consulting

If you follow my ramblings, you’re aware that I approach CX differently.

Some words about Brand Promise

Zeisler Consulting

If you follow my ramblings, you’re aware that I approach CX differently.

Success! Now what?

Zeisler Consulting

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.

The 30-50-20 Rule

Zeisler Consulting

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 !).

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

The 30-50-20 Rule

Zeisler Consulting

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 !).

When Customer Support is the only number Part II

Zeisler Consulting

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.

When Customer Support is the only number Part I

Zeisler Consulting

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.

The pilot cares the least

Zeisler Consulting

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.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

When your numbers are more important than your Customers

Zeisler Consulting

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.

Don’t call us

Zeisler Consulting

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.

Is it an Agile thing?

Zeisler Consulting

I woke up the other day to find that my computer had restarted itself overnight. I knew it was coming, and frankly, it was my own fault; the desktop warning and request that I either pick a time or it’ll happen of its own accord “outside of active hours,” as if a self-employed consultant has such things. Nevertheless, I’ve been assimilated and do expect to fall prey to how The Borg chooses to run my electronic life.

Adversity brings out true character

Zeisler Consulting

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.

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

You need that amplification

Zeisler Consulting

I wrote a while back about questions raised concerning wide ranges in top-level NPS or C-SAT scores, even for Customers who may have had the same experience. The point I called out there was mostly an indictment of the use of NPS or C-SAT in the first place. These metrics allow for way too much variation in interpretation, even in how they’re asked in the first place (i.e.,

NPS 40

Excuses versus solutions

Zeisler Consulting

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.

VoC begets VoC

Zeisler Consulting

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.

NPS 52

Are we challenging CX?

Zeisler Consulting

One of the roles we, as CX professionals, play, is that of change agents.

NPS 52

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

So why did you ask?

Zeisler Consulting

A while back, one of my service providers sent me an invitation to fill out a survey. As I’ve stated before , sometimes CX people can be the best or the worst when it comes to such things. I will usually only fill out a survey when I know that I have something positive to say about an experience. If I have an issue, I’ll usually directly contact the brand and give them some (hopefully, from my perspective at least, constructive) feedback on how they could do better.

What do you want on your Tombstone?

Zeisler Consulting

Do you remember the old commercial for Tombstone Pizza?

Easier for whom?

Zeisler Consulting

As an Air Force Reservist, I’m always on the lookout for the ‘military discount’ to save a buck or two.

CX is about more than competence

Zeisler Consulting

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.

Why the Future Success of Retail Lies in Customer Experience

Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.

When Customer support is the problem

Zeisler Consulting

Nothing is 100%. Things fail, products break, even very important services go dark from time to time. A Customer who expects and demands perfection is certain to be disappointed pretty often, and in fact is being somewhat unreasonable, if you ask me.