Zeisler Consulting

AUGUST 11, 2021

There are three operational responsibilities for a Chief Customer Officer (and his or her Office of the Customer): Insights, Process Engineering, and building a Customer-centric culture. And culture programs will fall pretty flat if there’s not visible follow-through.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

Zeisler Consulting

FEBRUARY 16, 2021

It’s got the beginnings of a Customer-centric culture in that its leadership is at least talking the talk. As I’ve written before , culture can be tricky, but like CX itself, sometimes people make it more complicated than it really is, and there are actual, operational things one can do to work on a Customer-centric culture.

Customer Centricity 72

Customer Centricity Culture Leadership Survey 72

Zeisler Consulting

MARCH 30, 2021

Let’s look at another example with a different Why : Although culture is a huge part of a successful CX effort, if that’s all it is, there’s likely an issue. It’ll look less like you’re trying to make your own life easier, but more like you’re trying to lift all boats—which, of course, you are.

Chief Customer Officer 93

Chief Customer Officer Culture Survey Interaction 93

Zeisler Consulting

JANUARY 25, 2021

Meanwhile, you’ll expend plenty of resources that you may otherwise use to enhance the experiences for your actual Customers all the while patting yourself on the back about what a great culture you’ve created. and driving loyalty (hey, this company cares about my development!).

Airlines 93

Airlines Culture Employee Experience Customers 93

Zeisler Consulting

OCTOBER 22, 2020

The role of a Customer Experience leader is to ensure all Customers are taken care of by interpreting the Voice of the Customer, improving overall processes based on those insights, and driving a Customer-centric culture.

Customer Success 93

Customer Success Customer Centricity Culture Customers 93

Zeisler Consulting

FEBRUARY 20, 2024

What’s worse is, often the same sort of culture that doesn’t enable and empower team members to take care of their Customers is the same one that doesn’t really care much about hearing back from us. I was sympathetic with my service lead and commiserated a bit even.

Feedback 93

Feedback Survey Customers Culture 93

Zeisler Consulting

NOVEMBER 30, 2020

I’ve written before about creating a Customer-centric culture. All had shown up in the online accounts within 48 hours. Of course, this isn’t just a gripe-session. There are applicable lessons to be learned here.

Hotels 93

Hotels Loyalty Programs Retail Course 93

Zeisler Consulting

SEPTEMBER 27, 2023

It’s not that Customer Insights or building a good CX Culture aren’t important , and not that they don’t sometimes require a lot of resources and attention themselves. And definitely it takes a culture that’s truly Customer-centric in order to get people on board with the whys of your process improvements. My response?

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Culture Resources 72

Zeisler Consulting

FEBRUARY 25, 2021

By the way, this is not to excuse an employer who has the prime responsibility for fostering such a culture and atmosphere.). But professionalism requires that these things be kept behind the curtain. (By As I’ve written before , trust is vital to the proper working of a good Customer-centric organization.

Policies 72

Policies Customer Centricity Culture Leadership 72

Zeisler Consulting

MARCH 15, 2021

But either is duck soup if it represents a culture of dedication to the respective Brand Promise. The interesting thing is that, as with the example of the cable tech who skips his lunch, most of the time, these small gestures are invisible to the Customer in the first place.

Culture 72

Culture Brands Strategy Interaction 72

Zeisler Consulting

MAY 27, 2021

Number Five makes good sense if you’re trying to build a culture that truly does put your Customers at the heart of all you do. If you want a good CX culture, sure you’ll want to hire people with a passion for serving Customers. Naturally we look for compassion and Customer-centricity in the team members we bring onboard.

Customer Centricity 72

Customer Centricity Fashion Culture Customer Satisfaction 72

Zeisler Consulting

NOVEMBER 3, 2021

Do we really think putting up banners around the place constitutes “CX culture”? Why do we ask the same questions on surveys? Why do we compare our NPS with those of our competitors? Are we approaching CX in the same way as our competitors do, even though they have a completely different Brand Promise?

NPS 93

NPS Metrics Survey Culture 93

Zeisler Consulting

NOVEMBER 22, 2022

Is the culture program responsible for an increase in market share? And no, I don’t mean avoiding a fine… that’s not income, and playing defense won’t win the game for you. Or ask if a specific hire (say, in the finance or supply chain departments) is directly responsible for certain sales or hitting a revenue target.

ROI 72

ROI Culture Sales Training 72

Zeisler Consulting

JULY 19, 2023

But it really takes a great Customer-centric culture to use it to its full potential. If that culture’s not well cultivated, it can show up even when you close issues. Yes, systemization is helpful.

Consulting 72

Consulting System Customer Centricity CRM 72

Zeisler Consulting

APRIL 6, 2021

There was a thriller movie in the 1970s (remade in 2006 and hugely referenced in pop culture) called When a Stranger Calls. But the SaaS business arrangement also offers one of the most glaring opportunities to think outside the survey box when it comes to assessing the Voice of the Customer.

B2B 93

B2B Insurance Effort Score Survey 93

Zeisler Consulting

OCTOBER 1, 2020

Certification in Customer Experience can work as a pretty helpful shorthand for someone who has a solid understanding of the concepts of CX (strategy, VoC, Process Engineering, Customer-centric culture). And certifying is no slight lift.

Leadership 93

Leadership Industry Customer Centricity Course 93

Zeisler Consulting

SEPTEMBER 17, 2020

Hire them because they know about strategy and VoC and Process Engineering and Customer-centric culture. No curiosity, no inquiry, no breakthrough improvements. So by all means, hire your CX leaders for their curiosity and creativity. Hire them because they have experience improving CX somewhere else.

Industry 72

Industry Healthcare Hospitality Retail 72

Zeisler Consulting

MAY 4, 2021

And she had a bit of CX culture on her plate too: outreach, awareness, education, and the like. But one thing missing from her charter: Doing anything about the Customers’ experiences. Her boss had dedicated his full support to her job, but he’d defined it way too narrowly.

Chief Customer Officer 72

Chief Customer Officer NPS Fashion Social Media 72

Zeisler Consulting

SEPTEMBER 15, 2021

Clearly an essential—indeed, crucial—component of market success is that team, nurtured by the very culture so deliberately crafted by your HR Department. But notice that your HR Department nonetheless rarely if ever feels the need to “justify” its existence.

Effort Score 93

Effort Score Sales Exercises Study 93

Zeisler Consulting

OCTOBER 11, 2022

A lot of the work I do is with entrepreneurs, getting started with CX, and inculcating their new organizations with a truly Customer-centric culture and organization. “We know what our Customers want, we’ve been doing this for years,” they seem to be saying.

Customer Centricity 72

Customer Centricity Course Culture Trends 72

Zeisler Consulting

JUNE 10, 2021

This concept should be simple enough, and it reminds me of the need within a good Customer-centric culture to not only enable our teams with the tools and processes to help our Customers at every turn, but also to empower them with the authority to leverage the tools.

Competitive Advantage 72

Competitive Advantage Customer Centricity Culture Tools 72

Zeisler Consulting

JULY 21, 2020

That’s no excuse not to try to make the case, but it’s important to know where you’re starting and the built-in cultural challenges you’ll face. And it’s also fair to say that if the leadership of your organization doesn’t see the intrinsic value of good Customer Experience, you’re fighting an uphill defensive battle in the first place.

ROI 72

ROI Return on Investment Study NPS 72

Zeisler Consulting

AUGUST 14, 2020

Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric culture. I introduced the concept here and my first post, on CX strategic alignment, is here. Folks often simply boil the Voice of the Customer (VoC) down to surveying. This is a big mistake.

Net Promoter Score 93

Net Promoter Score Effort Score Survey NPS 93

Zeisler Consulting

SEPTEMBER 13, 2022

Forget the culture that was being promoted by the boss to keep the numbers from being used properly (and effectively), the actual day-to-day work was being impacted. What was going on here was a very dramatic demonstration of people using their CX KPIs for no reason other than reporting.

Data 72

Data Survey Metrics Report 72

Zeisler Consulting

AUGUST 17, 2020

In the last installation we’ll discuss what it takes to build and support a Customer-centric culture. We come now to the action part of this series of articles where I’ll emphasize what you do to improve your CX.

Resources 72

Resources ROI Customer Centricity NPS 72

Zeisler Consulting

AUGUST 27, 2020

In the culture of this organization, I was seen as just another ticket that had to be cranked through the system that day. I’m sure in my experience above that the agent who replied to my inquiry wanted my issue resolved and for me to have a pleasant experience as a Customer. For them, the system was paramount, not the Customer.

System 72

System Survey CRM Customers 72

Zeisler Consulting

AUGUST 12, 2020

An introduction to the concept can be found here , and look for briefs on the moving parts (VoC, Process Engineering, and CX Culture) coming soon. This post is part of a series on the four components needed for a CX organization to be successful.

Course 72

Course Strategy Brands Customer Centricity 72

Zeisler Consulting

DECEMBER 10, 2024

I recently had a particularly silly experience with the US Postal Service.* I mailed an envelope (containing nothing more than a copy of my very thin, light book) from Denver across the country to a client. The estimated arrival time on the east coast was to be two days.

Government 93

Government Policies Customer Centricity Brands 93

Zeisler Consulting

OCTOBER 15, 2024

Having spent a lot of time in education—corporately doing plenty of L&D work, having had lots of clients delivering workshops and such, and of course as a professor—I’m intrigued by how folks learn. What’s lost on a lot of educators, unfortunately, I’ve found, is the purpose of education in the first place.

Tools 93

Tools Course Brands Training 93

Zeisler Consulting

MAY 28, 2024

I’ve been thinking lately about what causes CX to go south. Well, okay, I do that a lot anyway. Naturally, considering my Framework , I concentrate a lot of my efforts on identifying processes and systems that are causing misalignment with a Brand Promise.

Policies 93

Policies System Brands Customer Care 93

Zeisler Consulting

APRIL 16, 2024

Some of your Customers are idiots. Hey, full disclosure, that includes me. In fact, in some circles, I’m known as the “LCD,” or least-common denominator. As the joke goes, Z is the dimmest bulb in the group, and as such, if I get something, everybody should be able to understand it.

Contact Center 93

Contact Center System Policies Customer Centricity 93

Zeisler Consulting

MARCH 19, 2024

I wrote recently about how the term “representative” can take on a different meaning depending on whether you consider your front-line agents as representatives of you as a brand, or of your Customers as they navigate your systems. When dealing with a hospitality brand recently, that came to mind.

Policies 93

Policies Hospitality Brands System 93

Zeisler Consulting

MARCH 5, 2024

I once had a great co-worker and mentor who, when teaching his Lean Six Sigma courses, would drop the quote: “Never take ‘No’ as an answer from somebody who doesn’t have the authority to say ‘Yes.’” Now, in his context, we were talking about internal politics and change management in general.

Hotels 93

Hotels Conference Policies Customer Centricity 93

Zeisler Consulting

FEBRUARY 6, 2024

Folks who work in your Customer-facing organizations have a lot of different names. Agents, technicians, associates (which always makes me chuckle a little bit ), service providers, and others. One that often makes me think is: Representative. It’s curious to me because it can go either way, can’t it?

Policies 93

Policies Hotels Brands System 93

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step.

Survey 93

Survey Meeting Video Feedback 93

Zeisler Consulting

OCTOBER 24, 2023

We recently needed a battery replacement in one of the household computers, so I made an appointment at the brand’s retail location in a local mall. The process of registering and scheduling an appointment was super easy, and the appointment times were remarkably specific, so I figured I was in for a very tightly-run experience.

Customer Centricity 93

Customer Centricity Retail Tips Course 93

Zeisler Consulting

FEBRUARY 9, 2022

If you follow my ramblings, you’re aware that I approach CX differently.

Brands 93

Brands Exercises Course Examples 93