Zeisler Consulting

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.)

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.)

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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.

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

Don’t leave that seat empty

Zeisler Consulting

There’s an old anecdote that’s probably apocryphal—at least for some brands that like to tout it—that certain Customer-centric companies are “so dedicated” to their Customers that they leave an empty chair at the table in the meeting room where their leadership gets together that is ostensibly to signify where the Customer would be sitting… i.e., their place at the table.

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.

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 !).

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 !).

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

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.

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.

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

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.

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.

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

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Are we challenging CX?

Zeisler Consulting

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

NPS 52

What do you want on your Tombstone?

Zeisler Consulting

Do you remember the old commercial for Tombstone Pizza?

Good for your Customers doesn’t have to be bad for you

Zeisler Consulting

I’ve mentioned before that those of us in the CX profession are both the best and the worst Customers: the best because we are sympathetic to those in the Customer-facing trades, but also the worst because we expect so much and are always on the lookout for improvement opportunities—even if they’re opportunities for others to improve. Hey, we’re just here to help, and all that.

Good for your Customers doesn’t have to be bad for you

Zeisler Consulting

I’ve mentioned before that those of us in the CX profession are both the best and the worst Customers: the best because we are sympathetic to those in the Customer-facing trades, but also the worst because we expect so much and are always on the lookout for improvement opportunities—even if they’re opportunities for others to improve. Hey, we’re just here to help, and all that.

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

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.

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.

For CX success, re-evaluate your purpose

Zeisler Consulting

May I offer a modest suggestion about CX? Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.)

Sales 52

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

Are we speaking our Customers’ language?

Zeisler Consulting

I was in the post office the other day and experienced a perfect example of how we often miss the mark when it comes to communicating with our Customers. The guy in front of me was shipping some big box, and as the clerk was measuring its linear inches, she asked, “would you like to send this Ground or Priority ?” Even standing behind the Customer, I could practically see the gears cranking in his head, just as they were for any of us within ear-shot. What the heck is the difference?

Are we speaking our Customers’ language?

Zeisler Consulting

I was in the post office the other day and experienced a perfect example of how we often miss the mark when it comes to communicating with our Customers. The guy in front of me was shipping some big box, and as the clerk was measuring its linear inches, she asked, “would you like to send this Ground or Priority ?” Even standing behind the Customer, I could practically see the gears cranking in his head, just as they were for any of us within ear-shot. What the heck is the difference?

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. What was so frustrating was that, no matter where we went to look for help, be it in a physical store, online, in the provider’s app, or over the phone, nobody could help us with our struggle and confusion. It made me think about a common theme in CX thought-leader circles: channels.

Rethinking the ROI of CX

Zeisler Consulting

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI?

ROI 52

How to Design Your VOC Program for CX Success

What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!

Set your CCO up with authority

Zeisler Consulting

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX.