The new book is out! Pick it up here!
The turn in the narrative regarding Tony Hsieh’s death has been striking over the past few days as stories (like these in the Journal and Forbes) began to come to light based on accounts from those who knew him better than the rest of us who had merely admired him from afar. While the universal [...]
This spring and summer have been rough on travel. My partner and I actually had a hotel cancel our reservation after the world ended. It was complicated by the fact that we’d used a combination of credit card points and cash to make the reservation for two different rooms, one for us and one for [...]
Today I’m posting the third article in a five-part series on the Principles of Good CX. There’s an intro to the series here, and parts one and two are here and here, respectively. I’ve previously mentioned the tongue-in-cheek observation that our jobs would all be a lot easier without the Customers, right? (Forget that our jobs [...]
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 [...]
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