Almost missed the #CXQOTD
This is from a couple days ago, I forgot to post here with all the teachin' I've been doing! https://twitter.com/NicholasZeisler/status/1280169227006038016
A week’s worth of #CXQOTD
I've been busy this week teaching summer session at the US Air Force Academy so haven't been posting here. But I have found the time to respond to a bunch of CX Questions of the Day: Monday, Jeremy was asking about Journey Mapping: https://twitter.com/NicholasZeisler/status/1275139506824515592 Then, Tuesday, Neal Topf popped in to sub for Jeremy with a [...]
Add purpose to your goals so they’re meaningful
I write a lot about understanding why you’re doing something as a means of helping you to decide what to do and how to do it. It’s an idea I’ve stolen from Simon Sinek who wrote a whole book about it in fact. His book was general and strategic but I also apply it to [...]
Don’t excuse it…solve it!
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 [...]
Drive CX Consistency: Today’s #CXQOTD
https://twitter.com/NicholasZeisler/status/1267506577969254400
Today’s insights on the #CXQOTD
https://twitter.com/NicholasZeisler/status/1265670165770850304
Don’t try to be Zappos…Just do better than the DMV
There’s a saying in CX: You’re not only competing against your industry peers, you’re also competing against Zappos. While folks in the shoe business can take that sentiment seriously and literally, the idea is that Customers these days are getting more used to outstanding experiences from certain brands. Besides the online shoe retailer, people point [...]
Getting buy-in for your CX initiatives is today’s #CXQOTD
https://twitter.com/NicholasZeisler/status/1259935997308973060
Making the best of a bad situation
There’s saturation of Covid-19/coronavirus blogging these days, so I’m mostly avoiding it. Naturally with a caveat like that, this’ll be a post about…Coronavirus of course. But this isn’t about coping or stress or health-in-a-lockdown or how-everything-will-be-different or whatnot. Right as everything was beginning to hit, I was actually in Las Vegas speaking at a conference. [...]
Be careful what you measure!
I recently fielded a question from someone regarding moving NPS ratings from 8s to 9s. I asked why that was important. It was noticeable that the question was posed in terms of numerical scores, rather than moving Passives to Promoters, so I was curious. Digging a little further I found that the source of the question [...]
