The new book is out! Pick it up here!
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 [...]
Here's the direct link: https://twitter.com/NicholasZeisler/status/1324753046660853764
There’s a meme going around LinkedIn these days about a job posting that requires of the ideal candidate experience that’s physically impossible: a history of use of a platform or programming language that’s longer than the language’s existence in the first place. There’s even been a mocking job posting put up with a cascade of [...]
There are articles all over the place and books overloading shelves in the business section of the stores having to do with strategies and branding. One of the theories that I find appealing is that, when it comes to strategies and visions and missions, it’s important to leave your products or services out of these [...]
Steve DiGioia asks a great question about your Customer-facing team members' words, but it can be representative of a more deep-seated issue: Your culture! https://twitter.com/NicholasZeisler/status/1299400038188068864
Here is the final post in a series about building a world-class CX program in your organization. I introduced the component parts here, expounded on aligning your CX strategy here, delved into the Voice of the Customer here, and showed how to put it into action with your Process Engineering program here. Now it’s on [...]
In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience. I won’t go too far in depth into the four parts but rather provide an overview of how they work together with a brief explanation of what they are. Following, in a continuation of this series of articles, I’ll [...]
My buddy Nick Glimsdahl interviewed me recently for his podcast, and it'll be released in just a few days: https://twitter.com/NicholasZeisler/status/1290299948408414211
The world of CX is covered in platitudes and clichés. I don’t say that to denigrate it as a field of study and practice (quite the opposite), but rather just to acknowledge it so as to better combat empty words in favor of making actual impacts. Sometimes clichés are clichés because they’re right. One of those [...]
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 [...]
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