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“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, [...]
The topic of the Voice of the Customer (VoC) has many branches and sub-categories. Just on the topic of surveys alone (which is only a part of VoC), there are tons of thoughts: We discuss things like the formatting of surveys, the proper response rates, how and what sorts of questions to ask, which channel [...]
I’m a big fan, as you know, of negative feedback. I suggest that CX professionals be greedy for negative feedback. Since slaps on the back and hoorahs from your most ardent fans don’t really help you improve, you should be eager to hear “suggestions” from your Customers as to how you can better serve them. [...]
This is part two of a series of posts on the four components of a good CX system. I introduced the concept here and my first post, on CX strategic alignment, is here. Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric culture. Folks [...]
In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience. I won’t go too far in depth into the four parts but rather provide an overview of how they work together with a brief explanation of what they are. Following, in a continuation of this series of articles, I’ll [...]
Check out my episode of Nick Glimsdahl's podcast, Press 1 For Nick that we recorded a while back and went live this morning:
https://twitter.com/NicholasZeisler/status/1291433825902370816
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 [...]
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