The new book is out! Pick it up here!
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
I write a lot about understanding why you’re doing something as a means of helping you to decide what to do and how to do it. It’s an idea I’ve stolen from Simon Sinek who wrote a whole book about it in fact. His book was general and strategic but I also apply it to [...]
Stanley Tucci, eat your heart out! Covid weekend number 2,138 (it seems). And apropos of nothing, here’s our recipe for the perfect mojito: https://twitter.com/NicholasZeisler/status/1271973222091644930
https://twitter.com/NicholasZeisler/status/1271129242730807296
Customers don’t care about why you can’t get it done; they just want you to get it done. Before you say that that sounds unfair, I’m not suggesting they want you to defy the laws of physics and make the impossible possible (well…usually they don’t). Let me give you a small—yes, trivial—example: The other day [...]
My friend Jeremy Watkin wrote a blog post for CX Accelerator about ascertaining the VoC without surveys. Check it out here
I’d written previously about Goodhart’s Law, which goes along the lines of, once a metric becomes a goal it ceases to be a good measure. Now, I choose the words “metric”, “goal”, and “measure” all deliberately because they mean slightly different things (even if their subject is the same). A measure is the most generic [...]
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