The new book is out! Pick it up here!
This is part three of a four-part series of posts about the components of a world-class CX function. I began last week with an overview of the structure. Since then I’ve posted on CX strategic alignment and your Voice of the Customer program. We come now to the action part of this series of articles [...]
This is part two of a series of posts on the four components of a good CX system. I introduced the concept here and my first post, on CX strategic alignment, is here. Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric culture. Folks [...]
This post is part of a series on the four components needed for a CX organization to be successful. An introduction to the concept can be found here, and look for briefs on the moving parts (VoC, Process Engineering, and CX Culture) coming soon. Here we’ll kick it off with a discussion about aligning your [...]
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 [...]
Check out my episode of Nick Glimsdahl's podcast, Press 1 For Nick that we recorded a while back and went live this morning:
One important facet of efficiency and positive CX is making it easy for Customers to deal with you and navigate your processes. The reason this is important is because corporations are necessarily defensive entities: we create processes to protect our organizations from risk and loss. That protection can come in the form of cash-on-hand, liquidity, [...]
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
I once helped a company which made several different products and offered many different services build out a Voice of the Customer (VoC) program. Here were two mistakes they were making: Their first mistake was that they defined their Customers by their own products and services. One of the important concepts in your VoC program [...]
https://twitter.com/NicholasZeisler/status/1283411527622688769
It’s not always easy to get through the din of corporate metrics. But as a CX professional, it’s our responsibility not only to take them seriously ourselves, but to drive awareness and interest in them within our organizations. With financial and operational KPIs front-and-center, Chief Customer Officers and their teams have a unique challenge to [...]
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