The new book is out! Pick it up here!
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 [...]
Here's a direct link https://twitter.com/NicholasZeisler/status/1322268293076496385
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 [...]
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
Link here. It's always a great time when I get to speak with Charlotte Ward...#cx #cxleaders https://t.co/3RNhbepEcB— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) October 26, 2020
I’ve written previously about different job postings with CX-sounding titles. One of those jobs is in the family of “Customer Success” positions. If you’re like me, and work in CX, you may have wondered, What, exactly, is, Customer Success? From a CX perspective, it may be useful to understand how these roles and their responsibilities [...]
You know I’m all about metrics and measures. One of the things that made entering the CX profession so attractive to me was that this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring. CX is a study that’s founded on measuring…from survey [...]
“Well, it’s because they’re different.” The not-deliberately snarky, yet somewhat oversimplified tautological response was understandably not satisfying for the support business leader who’d asked me why I thought NPS would be different for the different lines of business his organization supported. But in the end, it’s no more complicated than that. Forget that I was, [...]
I once had a mentor whose cubicle walls were covered in certificates and evidence of completion of training and qualification. People considered him a bit of an egotist and obsessed with certifications. Credentialism is a thing, after all. But I asked him once about all his accreditations. He said, “Some people say, ‘Sure, well you’re [...]
The topic of the Voice of the Customer (VoC) has many branches and sub-categories. Just on the topic of surveys alone (which is only a part of VoC), there are tons of thoughts: We discuss things like the formatting of surveys, the proper response rates, how and what sorts of questions to ask, which channel [...]
© Copyright 2016-2025, Zeisler Consulting, LLC