I’m on Nick’s podcast!
Check out my episode of Nick Glimsdahl's podcast, Press 1 For Nick that we recorded a while back and went live this morning:
Close the loop on your feedback
You’ve likely heard about the concept and practice of “closing the loop” or a “closed-loop feedback” (CLF) cycle. What is it, and how does it work? There are actually a couple types of closed-loop feedback systems depending on whether you’re talking about internal or external feedback. Internal refers to an employee feedback mechanism where as [...]
Today’s #CXQOTD: Communicating CX feedback to executives
https://twitter.com/NicholasZeisler/status/1286388901989343232
Improving CX: UP and IN
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 [...]
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 [...]
What to put on your CX dashboard? Today’s #CXQOTD
https://twitter.com/NicholasZeisler/status/1271129242730807296
Goodhart’s Law and clarity of goals
I’d written previously about Goodhart’s Law, which goes along the lines of, once a metric becomes a goal it ceases to be a good measure. Now, I choose the words “metric”, “goal”, and “measure” all deliberately because they mean slightly different things (even if their subject is the same). A measure is the most generic [...]
Does FCR make sense? It depends.
I recently took part in a discussion among CX experts regarding FCR, short in our parlance for First Contact Resolution. That it used to be called First Call Resolution speaks to one point I want to make. We struggled with this in the last job I had as the Director of CX: How to even define FCR. Some [...]
Getting buy-in for your CX initiatives is today’s #CXQOTD
https://twitter.com/NicholasZeisler/status/1259935997308973060
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 [...]
