Stay Curious…today’s CXQOTD
https://twitter.com/NicholasZeisler/status/1297919288234278913
Customer loyalty programs, today’s CXQOTD
https://twitter.com/NicholasZeisler/status/1296482604934467587
Building a Customer-centric culture
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 [...]
Do something! Process Engineering in your CX program
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 [...]
Another webinar coming up, this time for the EANE
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:
Human touch or not? Today’s CXQODT
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
Voice of the Customer basics
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 [...]
CX Strategic alignment: The First Step
This post is part of a series on the four components needed for a CX organization to be successful. An introduction to the concept can be found here, and look for briefs on the moving parts (VoC, Process Engineering, and CX Culture) coming soon. Here we’ll kick it off with a discussion about aligning your [...]
CX: How it all works
In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience. I won’t go too far in depth into the four parts but rather provide an overview of how they work together with a brief explanation of what they are. Following, in a continuation of this series of articles, I’ll [...]
I’m on Nick’s podcast!
Check out my episode of Nick Glimsdahl's podcast, Press 1 For Nick that we recorded a while back and went live this morning:
