The new book is out! Pick it up here!
Steve DiGioia asks a great question about your Customer-facing team members' words, but it can be representative of a more deep-seated issue: Your culture! https://twitter.com/NicholasZeisler/status/1299400038188068864
https://twitter.com/NicholasZeisler/status/1299053062133186560
We sometimes have an officious way of dealing with our Customers, almost as though they’re the problem that we have to deal with. As Customers ourselves, we witness this all the time, and surely as CX professionals and leaders we’re also more aware of it when we see it. It’s interesting, then, that it ever [...]
https://twitter.com/NicholasZeisler/status/1297919288234278913
https://twitter.com/NicholasZeisler/status/1296482604934467587
Here is the final post in a series about building a world-class CX program in your organization. I introduced the component parts here, expounded on aligning your CX strategy here, delved into the Voice of the Customer here, and showed how to put it into action with your Process Engineering program here. Now it’s on [...]
This is part three of a four-part series of posts about the components of a world-class CX function. I began last week with an overview of the structure. Since then I’ve posted on CX strategic alignment and your Voice of the Customer program. We come now to the action part of this series of articles [...]
I'm honored to be invited to participate in the Employers Association of the NorthEast's WOW (Webinars on Wednesday) program. Check me out coming up next week on how to identify Waste in your day. And check out the other offerings in this series while you're at it:
Sometimes I'm too literal, but Jeremy asks if we can deliver good CX without human interaction. Well, your insights have to come from somewhere! https://twitter.com/NicholasZeisler/status/1295392687441326080
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. Folks [...]
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