Loyalty is a two-way street… You want it, you've got to give it!
A big component of loyalty is TRUST! And it, similarly is a two-way street… https://t.co/chuaxkBVQT pic.twitter.com/X9qX6HICYZ— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) August 27, 2020
No question, it starts and ends with @robertlfulghum
Stay curious, my friends 😀
Have a great week, everybody! pic.twitter.com/mZVRE8WEEJ— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) August 24, 2020
I'm with you on Starbucks, @jtwatkin!
And there's a counter-intuitive upside to those airline #frequentflyer programs!#cx #CXQOTD https://t.co/i2QGReVvXA pic.twitter.com/aLtfOdOrAL— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) August 20, 2020
Sometimes I’m too literal, but Jeremy asks if we can deliver good CXÂ without human interaction.
Well, your insights have to come from somewhere!
No, no no.
Even when you automate (and therefore empower your #customers), you need to do with with #humancentered #DesignThinking in mind. It all starts and ends with the #customer.#CX #cxleaders pic.twitter.com/dCKEg52gZs— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) August 17, 2020
Short answer, "No, not necessarily"… keep in mind the goal of your VoC program is INSIGHTS! pic.twitter.com/Ee6Sk7Pl8L
— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) August 6, 2020
I've said it before: Experience is the best teacher. Walk them through the Customers' experiences themselves (just ask @bstsvc and @JeffBezos!)
Also…make it relevant to the existing KPIs pic.twitter.com/oiCjkbv0U6— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) July 23, 2020
This afternoon, the mountains were calling so I must go…
But generally, it's wherever the work is! pic.twitter.com/sGpqWx7k1V— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) July 22, 2020
Two types: Score Data and Amplification Data.
They each have their purpose and support each other. pic.twitter.com/oPyIfm4xRw— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) July 16, 2020
Congratulations, Jeremy! Now shut up and listen… but not to what you think… pic.twitter.com/E62EMB6XxZ
— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) July 15, 2020
This is from a couple days ago, I forgot to post here with all the teachin’ I’ve been doing!
In the short term, you can always put profits "ahead of Customers"
But long-term, #CX is a *requirement* for profitability.
Ultimately, organizations that require making a choice between the two are already in trouble… pic.twitter.com/rA8ND2xXop— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) July 6, 2020
Been There. Done That. Now get the t-shirt!
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