Zeisler Consulting

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Omnihorrible

Zeisler Consulting

There’s an adage in the Process Engineering world that one should never automate a bad process. I have friends who are in the automation business, and there are actually a lot of companies out there who are leveraging new technologies to streamline their operations. But the philosophy stands: If you’re automating, you’re wasting time and money and not getting nearly as much out of it if you haven’t already perfected those processes before you send them to the machine to run.

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How to impact CX from CS

Zeisler Consulting

It was a long time ago that I first wrote about the difference between CS and CX. Here, define CS as Customer Support, Customer Service, Customer Success, or Customer Care (that last one is actually CC, but you get the drift). Yes, they’re all actually different among each other, so shouldn’t always be lumped in together as the same thing , but they’re all not CX per se, so I will just for this little article.

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All I want is information

Zeisler Consulting

We recently needed a battery replacement in one of the household computers, so I made an appointment at the brand’s retail location in a local mall. The process of registering and scheduling an appointment was super easy, and the appointment times were remarkably specific, so I figured I was in for a very tightly-run experience. I also had a few other questions about other devices and things I was sort of shopping for at the store anyway, so depending on how efficient they were (fix our device

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It’s not about what you want

Zeisler Consulting

I recently wrote an—unintended to be, but maybe could be construed as, snarky— article about not doing VoC anymore. The upshot was that, anything you put into your VoC program is wasted time, money, and effort if you’re not doing stuff with the insights you get out of it. You may say maybe I’m not interested in what Customers have to say, but that’s not at all what I meant.

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It’s really just BPI

Zeisler Consulting

If you’ve followed me much at all, you know that my main mantra about CX is that you need to work your VoC insights, by which I mean, you have to take action on what you’ve learned there. Otherwise (as I’ve written recently ), you’re simply throwing your money away with surveys, interviews, and the like. In fact, as I’ve also mentioned , the largest part of your CX program—the part that should receive the most attention, the most effort, the most resources, time, and energy—should be your Proce

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Maybe just stop doing VoC?

Zeisler Consulting

I’ve been toying with an idea recently: Tell my clients to simply stop doing VoC. Yes, I realize that sounds kind of controversial. But as opposed to my usual way of doing things, that’s not why I suggest this. In fact, I’m only (partly) sort of kidding anyway. But here’s my reasoning: Brands sometimes spend inordinate gobs of money and time and resources developing over-the-top tremendously complicated VoC programs.

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No Be There

Zeisler Consulting

Probably one of the worst shows streaming these days is Kobra Kai , but if you’re like me, you can’t look away. Naturally, being a Gentleman of a Particular Age™, the original Karate Kid movie was part of my growing up, so I was curious. In the modern iteration, the acting is atrocious, the dialog is forced and clumsy, and for that matter, even the plot lines are eye-rollingly bad with all the surprise loyalty shifts and team-jumping.

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