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. [...]
Here’s a leadership interview I did a while back…
A few weeks back I was interviewed by the great Charlotte Ward for her recurring series. Check it out here!
Engendering a risk-taking culture
Business philosophers, book writers, keynote speakers, and basically anybody with an opinion on the subject will say that one key to success for an organization is to foster and encourage creativity and curiosity. That’s surely a good start, but where the rubber really meets the road and awesome things start happening is when members of [...]
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 [...]
First steps toward showing ROI
On several occasions I’ve had the opportunity to share an anecdote about a leader who once, in exasperation during a conversation I was having with him about Customer-centricity sort of threw up his hands a bit and exclaimed, “well, Z, we could just give every Customer a Ferrari, then they’d be happy.” Without missing a [...]
Hiring your CX Team
One of the most fulfilling things I’ve ever done as a leader was build a team. Whether I’m actively looking or get a random call from a recruiter, usually the most intriguing potential aspect of a job is getting to hire people for a team. I’ve learned a lot of lessons over the years about [...]
