The new book is out! Pick it up here!
I once helped a company which made several different products and offered many different services build out a Voice of the Customer (VoC) program. Here were two mistakes they were making: Their first mistake was that they defined their Customers by their own products and services. One of the important concepts in your VoC program [...]
I've been busy this week teaching summer session at the US Air Force Academy so haven't been posting here. But I have found the time to respond to a bunch of CX Questions of the Day: Monday, Jeremy was asking about Journey Mapping: https://twitter.com/NicholasZeisler/status/1275139506824515592 Then, Tuesday, Neal Topf popped in to sub for Jeremy with a [...]
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 [...]
https://twitter.com/NicholasZeisler/status/1271129242730807296
My friend Jeremy Watkin wrote a blog post for CX Accelerator about ascertaining the VoC without surveys. Check it out here
https://twitter.com/NicholasZeisler/status/1268635923211669504
https://twitter.com/NicholasZeisler/status/1266028292068438018
https://twitter.com/NicholasZeisler/status/1263524489096093698
https://twitter.com/NicholasZeisler/status/1260963348058738689
https://twitter.com/NicholasZeisler/status/1258428910938632193
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