Good CX Principle #1: Get it Right
In my time as a CX professional, I’ve developed what I call the Five Principles of CX. I’ll go through them over the course of five articles starting here with the first one: Get It Right (GIR). (I posted an introduction to the series here.) Although not universally the case, and it’s not a good idea to limit it just this way, a lot of folks consider CX in terms mostly of Customer support. That is to say, that most of the time when we consider improving CX, we look to how we handle Customer requests when something’s gone wrong.
This is a narrow view, and we should avoid considering CS as the totality of CX. A Customer’s experience begins before he or she even comes into direct contact with our brand—through word of mouth, online reviews, or just the sound the name of our business makes when spoken out loud—let alone has problems with our goods or services. That said, though, Customer support can help us greatly when it comes to improving our CX. […]
An introduction to the Principles of Good CX
I wouldn’t be a self-serving, self-promoting consultant if I didn’t have a few frameworks to show you, so at the risk of shaming myself and losing my membership card, here’s another one. Over the course of five articles, I’ll get into each of them, but here I’ll lay out what I term the Principles of Good CX. […]
I’m on another podcast
Here’s the direct link:
Hello Friends! My buddy Ben Goodey had me on his podcast recently. Check it out and share:https://t.co/9dYEOrSjlr#cx #cxleaders https://t.co/0O7rL9QyEI
— ✵Nicholas Zeisler (@NicholasZeisler) November 6, 2020
Two roles of a Chief Customer Officer
The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. I’ve even posted a video to go over some of the simple questions like, Why should you have a CCO and what are the benefits? But just what a CCO is sometimes feels foreign, even though the responsibilities are pretty simple to analogize to other leadership roles in any organization. As with these other positions, the job can be broadly broken down into two main hats the CCO wears: one as a leader and representative of an important part of the organization on the leadership team, and the other focused functionally and inwardly.
If that sounds familiar, it should. In much the same way as the Chief Finance Officer is responsible not only for the day-to-day keeping of the books but also for bringing insights from that bookkeeping into the leadership team in order to offer guidance and expert opinion on what those finances are saying and what we should do about it, the Chief Customer Officer likewise has a team of CX experts deriving Customer-centric insights and acting on them (day-to-day functions), while also representing that part of the business in a collaborative effort to make the best strategic decisions as a leadership team on behalf of the organization.
When it comes to the CCO functional responsibilities, they fall into three categories: the Voice of the Customer (VoC) program, Process Engineering (PE), and Customer-centric culture. These all work together to create an ecosystem from which the CCO draws insights to inform the rest of the leadership team (the other part of the CCO’s job) about how decisions they make will impact the Customer and the impact that will have on the organization as a whole. […]
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? […]
