Check out the new video
Hi Friends. A couple weeks ago a good friend and business owner asked me what all this CX stuff was about. Inspired, I put together this little video. Enjoy (and share!):
Don’t try to be Zappos…Just do better than the DMV
There’s a saying in CX: You’re not only competing against your industry peers, you’re also competing against Zappos. While folks in the shoe business can take that sentiment seriously and literally, the idea is that Customers these days are getting more used to outstanding experiences from certain brands. Besides the online shoe retailer, people point [...]
Action is the reason for the VoC! #CXQOTD
https://twitter.com/NicholasZeisler/status/1263524489096093698
What makes a CX job an actual CX Job?
When I left my last internal, corporate CX gig to go back into consulting, I wasn’t interested in taking on another full-time job. But a series of continuing interactions with recruiters and start-up founders has made me curious about it so from time to time I poke around on job boards and take a look more [...]
What to do with Customer complaints… Today’s #CXQOTD
https://twitter.com/NicholasZeisler/status/1260963348058738689
Does FCR make sense? It depends.
I recently took part in a discussion among CX experts regarding FCR, short in our parlance for First Contact Resolution. That it used to be called First Call Resolution speaks to one point I want to make. We struggled with this in the last job I had as the Director of CX: How to even define FCR. Some [...]
Getting buy-in for your CX initiatives is today’s #CXQOTD
https://twitter.com/NicholasZeisler/status/1259935997308973060
CX advice from George Lucas? #CXQOTD
https://twitter.com/NicholasZeisler/status/1258783451886444545
Making the best of a bad situation
There’s saturation of Covid-19/coronavirus blogging these days, so I’m mostly avoiding it. Naturally with a caveat like that, this’ll be a post about…Coronavirus of course. But this isn’t about coping or stress or health-in-a-lockdown or how-everything-will-be-different or whatnot. Right as everything was beginning to hit, I was actually in Las Vegas speaking at a conference. [...]
Alternatives to surveys? Of course! Today’s #CXQOTD
https://twitter.com/NicholasZeisler/status/1258428910938632193
