Your KPIs aren’t as important as your Customers’ actual experiences
Let me be scandalous for a second here (okay, it’s not nearly as scandalous as I sometimes get in real life, but bear with me): Stop looking at your scores. Just stop. […]
Maybe you are already “doing” CX
“You’re soaking in it.” Do you remember that commercial for dishwashing soap that was supposed to be so incredibly good for your skin that the lady who’d gone in (to see Madge, remember?) for a manicure was unknowingly enjoying its benefits, thinking she was dipping her fingers into some wonderful skin tonic? Or have you heard [...]
Today’s #CXQOTD: Is neutral feedback good?
https://twitter.com/NicholasZeisler/status/1359949568113209345
The struggle for feedback
I came across the following article I wrote in an earlier part of my consulting career (I was much thinner then). Without knowing it at the time, I foreshadowed a lot of reflection that I use now as an executive CX consultant and Fractional CCO. At the time my practice was mainly focused on training [...]
How do you answer surveys as a CXer yourself? Today’s #CXQOTD
https://twitter.com/NicholasZeisler/status/1354848187442323457
Processing your survey results
Recently I fielded a question about NPS survey data: How do you process it? How do you use it? I popped off a quick response, but I’d like to go a little deeper on the topic here. First of all, it’s not a specific NPS question. It doesn’t matter what sort of survey you send [...]
#CXQOTD: When to survey?
https://twitter.com/NicholasZeisler/status/1347245844974637056
Whose problem are you solving?
I’ve written about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically. Of course, it’s not fair to pick on CES, as I’ve written in other instances, even common definitions like First Contact Resolution runs into definitional problems when they encounter actual Customer opinions (we all have our own definitions). [...]
Your CES isn’t telling you enough
With all due deference to Matt Dixon, sometimes “effort” is a tricky thing to define. I worked with one team that ran around and around about it constantly it seemed. Matt’s Customer Effort Score (CES) metric basically asks the Customer to rank his or her satisfaction with the amount of effort expended to solve an [...]
Transactional and relationship surveys: They’re different
“Well, it’s because they’re different.” The not-deliberately snarky, yet somewhat oversimplified tautological response was understandably not satisfying for the support business leader who’d asked me why I thought NPS would be different for the different lines of business his organization supported. But in the end, it’s no more complicated than that. Forget that I was, [...]
