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Good CX Principle #3: Take on the stress

Today I’m posting the third article in a five-part series on the Principles of Good CX.  There’s an intro to the series here, and parts one and two are here and here, respectively. I’ve previously mentioned the tongue-in-cheek observation that our jobs would all be a lot easier without the Customers, right?  (Forget that our jobs [...]

By |2020-11-16T15:46:23+00:00November 16th, 2020|CX Culture, CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Good CX Principle #3: Take on the stress

Good CX Principle #2: Communicate

In this, the second installment of a five-part series on the Principles of Good CX (Intro here, and Part One here), I’ll present the principle of Communication.  It’s pretty obvious that this is important, but that makes it even more surprising that so many organizations get it so wrong. I recently spent literally two weeks [...]

By |2020-11-12T15:57:05+00:00November 12th, 2020|Consulting, CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Good CX Principle #2: Communicate

Good CX Principle #1: Get it Right

In my time as a CX professional, I’ve developed what I call the Five Principles of CX.  I’ll go through them over the course of five articles starting here with the first one:  Get It Right (GIR).  (I posted an introduction to the series here.)  Although not universally the case, and it’s not a good [...]

By |2020-11-11T19:25:28+00:00November 11th, 2020|Consulting, CX Culture, CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on Good CX Principle #1: Get it Right

An introduction to the Principles of Good CX

I wouldn’t be a self-serving, self-promoting consultant if I didn’t have a few frameworks to show you, so at the risk of shaming myself and losing my membership card, here’s another one.  Over the course of five articles, I’ll get into each of them, but here I’ll lay out what I term the Principles of [...]

By |2022-08-26T16:28:51+00:00November 9th, 2020|Consulting, CX Strategy, CX Thoughts, Principles of Good CX|Comments Off on An introduction to the Principles of Good CX

Two roles of a Chief Customer Officer

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations.  I’ve even posted a video to go over some of the simple questions like, Why should you have a CCO and what are the benefits?  But just what a CCO is sometimes feels foreign, even though [...]

By |2020-11-05T16:00:51+00:00November 5th, 2020|CX Jobs, CX Strategy, CX Thoughts, Leadership|Comments Off on Two roles of a Chief Customer Officer

CX…inside Customer Support?

Where is your CX function located? That’s a common question often used to kick off conversations on many webinars and conference chats.  For a while I found it mildly interesting as a survey question and as an icebreaker or a means of getting people engaged right off the bat.  But the more I found the [...]

By |2020-10-29T14:46:02+00:00October 29th, 2020|CX Strategy, CX Thoughts, Leadership, Process Engineering, ROI of CX|Comments Off on CX…inside Customer Support?

Webinar this week:

Hi folks! We've got another Reuters Events Marketing & CX webinar coming up next week:https://t.co/0iblZRsh5JI'm looking forward to speaking with Ana Pia Guzman-Briley, MBA from TGI Fridays, @ljasminek from Sutter Health, @caroltran, and from our sponso…https://t.co/Fd13zMsGQy— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) October 23, 2020

By |2020-10-26T18:38:56+00:00October 26th, 2020|Reuters Events, Sightings|Comments Off on Webinar this week:
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