Here’s another podcast visit
Here’s a direct link
@jnickhughes of Founders Live had me on his podcast recently where we spoke about #cx and #startups and how important it is to listen to your #customers and apply what you learn.
Check it out! https://t.co/wj0DXLJUQN— ✵Nicholas Zeisler (@NicholasZeisler) October 30, 2020
CX…inside Customer Support?
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 answer to be “within the Customer Support organization,” the more puzzled I became:
Isn’t the goal of CX, to a degree at least, to drive support out of business? […]
Webinar this week:
Hi folks! We've got another Reuters Events Marketing & CX webinar coming up next week:https://t.co/0iblZRsh5J
I'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
Another Charlotte Ward event
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
Customer Success is not CX
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 differ from ours. To that end, it’s a lot like CX, but it’s not exactly that. While I’ve not played much a role in this space, I’ve made quite a few connections in the CS world and here’s what I’ve been able to gather from these conversations:
[…]
Lead and lag measures
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 results to Customer habits and attitudes to top-level improvements in your CX KPIs, numbers are all around us.
One topic of confusion I’ve seen a lot over my time is in regard to lead versus lag measures. Everybody’s got their own opinions and there doesn’t seem to be a textbook answer to what’s what, so take this as simply my theory and how I approach what’s meant when we speak of such things. […]
