The new book is out! Pick it up here!
I have written previously a couple times about return on investment for CX. In fact, there are volumes of articles and books written about it. It’s almost as though there’s a sense of having to prove ourselves as CX professionals constantly. Now, in previous professional lives I’ve been part of PM teams and Process Improvement [...]
https://twitter.com/NicholasZeisler/status/1283868997964804096
https://twitter.com/NicholasZeisler/status/1283494145781202945
I once helped a company which made several different products and offered many different services build out a Voice of the Customer (VoC) program. Here were two mistakes they were making: Their first mistake was that they defined their Customers by their own products and services. One of the important concepts in your VoC program [...]
https://twitter.com/NicholasZeisler/status/1283411527622688769
https://twitter.com/NicholasZeisler/status/1283039567797518342
It’s not always easy to get through the din of corporate metrics. But as a CX professional, it’s our responsibility not only to take them seriously ourselves, but to drive awareness and interest in them within our organizations. With financial and operational KPIs front-and-center, Chief Customer Officers and their teams have a unique challenge to [...]
This is from a couple days ago, I forgot to post here with all the teachin' I've been doing! https://twitter.com/NicholasZeisler/status/1280169227006038016
I've been busy this week teaching summer session at the US Air Force Academy so haven't been posting here. But I have found the time to respond to a bunch of CX Questions of the Day: Monday, Jeremy was asking about Journey Mapping: https://twitter.com/NicholasZeisler/status/1275139506824515592 Then, Tuesday, Neal Topf popped in to sub for Jeremy with a [...]
https://twitter.com/NicholasZeisler/status/1274012994800771072
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