Employees are NOT your Customers
Can I start a controversial article being completely uncontroversial? Thanks. Here goes: Good employee engagement is an absolute requirement in order to drive good CX. Okay… now, feel free to refer to that as you read on, because I’m not trying to say that engagement isn’t fundamental; in fact, it’s a bedrock necessity if you’re [...]
Some non-CX thoughts on Tony Hsieh
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 [...]
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 [...]
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 [...]
Another Charlotte Ward event
Link here. It's always a great time when I get to speak with Charlotte Ward...#cx #cxleaders https://t.co/3RNhbepEcB— Nicholas Zeisler, CCXP, LSSBB, CSM (@NicholasZeisler) October 26, 2020
The value of certifications
I once had a mentor whose cubicle walls were covered in certificates and evidence of completion of training and qualification. People considered him a bit of an egotist and obsessed with certifications. Credentialism is a thing, after all. But I asked him once about all his accreditations. He said, “Some people say, ‘Sure, well you’re [...]
For a CX leader, don’t hire from within your industry
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 [...]
Dynamism over products or services
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 [...]
Stay Curious…today’s CXQOTD
https://twitter.com/NicholasZeisler/status/1297919288234278913