Zeisler Consulting

JANUARY 26, 2022

The company in question didn’t have much experience with a deliberate, dedicated CX function and was interested in investigating what a true Office of the Customer—led by a Chief Customer Officer—would do with itself. You can put up banners and hand out t-shirts touting the importance of Customer-centricity.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

Zeisler Consulting

JANUARY 26, 2022

The company in question didn’t have much experience with a deliberate, dedicated CX function and was interested in investigating what a true Office of the Customer—led by a Chief Customer Officer—would do with itself. You can put up banners and hand out t-shirts touting the importance of Customer-centricity.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

Zeisler Consulting

FEBRUARY 25, 2021

As I’ve written before , trust is vital to the proper working of a good Customer-centric organization. Leadership must trust its employees to not take advantage of (or be careless with) a system that is built around satisfying Customers rather than simply following rules.

Policies 72

Policies Customer Centricity Culture Leadership 72

Zeisler Consulting

APRIL 16, 2024

The brand in question aren’t a bunch of scheisters or crooks (or even, for that matter, in any real way not Customer-centric to begin with). They simply need to take a closer look at their systems so that any idiot ( Present! ) can handle and navigate their systems.

Contact Center 93

Contact Center System Policies Customer Centricity 93

Zeisler Consulting

JANUARY 12, 2022

I’m likely never to go back, even if they ever do enhance their offering to include true monitoring because now I have two reasons not to be a Customer of theirs: one existential (they don’t offer what I want), and one attitudinal (theirs is not a Customer-centric company).

Effort Score 93

Effort Score Customer Centricity System Airlines 93

Zeisler Consulting

DECEMBER 10, 2024

We can joke about US Government entities and their lack of efficiencies and Customer-centricity. Theyll offer some sort of attempt at a face-saving make-good, if just for the sake of their brands. But the USPS isat least on papera quasi-for-profit organization. I wonder how long itd survive without that quasi.

Government 93

Government Policies Customer Centricity Brands 93

Zeisler Consulting

SEPTEMBER 27, 2023

Sure…these changes couldn’t have been as impactful or as well-identified and directed had they not been based on Customer Insights. 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. But somebody’s got to do the… doing.

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Culture Resources 72

Zeisler Consulting

MAY 14, 2024

By and large that’s always a great idea, even when working with a trusted and Customer-centric brand. If you’ve ever interacted with an attorney of course you’re familiar with the admonition.

Policies 93

Policies Hotels Course Customer Centricity 93

Zeisler Consulting

MARCH 5, 2024

Guardians at the gate, whose job, it seems, is to keep Customers from satisfactorily solving their issues, is one of the most common frustrations Customers have when dealing with brands. The philosophy, some companies seem to have, is that Customers will tire out if they’re told ‘no’ enough times as we escalate.

Hotels 93

Hotels Conference Policies Customer Centricity 93

Zeisler Consulting

JULY 31, 2020

Internal refers to an employee feedback mechanism where as an external closed-loop feedback system is geared toward the Customer’s inputs and what you do with them. They’re both important to a healthy Customer-centric organization, and they operate basically the same way, just with different sources of feedback.

Feedback 72

Feedback Customer Centricity System Report 72

Zeisler Consulting

FEBRUARY 16, 2022

Iron out all the details and fundamentals first, to make it smooth and Customer-centric. Perhaps the solution is to get your processes and systems worked out in whatever channel you find most agreeable.

Omni-Channel 93

Omni-Channel Customer Centricity Resources Retail 93

Zeisler Consulting

NOVEMBER 17, 2021

Some brands took that as a challenge and doubled down on their Customer-centric aim and Brand Promise alignment. Some brands failed under the weight of success.

Wait Times 93

Wait Times Entertainment Hotels Customer Centricity 93

Zeisler Consulting

NOVEMBER 30, 2020

I’ve written before about creating a Customer-centric culture. Two fundamental characteristics of such an environment are that front-line agents are enabled and empowered to take care of Customer needs. All had shown up in the online accounts within 48 hours. Of course, this isn’t just a gripe-session.

Hotels 93

Hotels Loyalty Programs Retail Course 93

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. Naturally we look for compassion and Customer-centricity in the team members we bring onboard. If you want a good CX culture, sure you’ll want to hire people with a passion for serving Customers.

Customer Centricity 72

Customer Centricity Fashion Culture Customer Satisfaction 72

Zeisler Consulting

OCTOBER 24, 2023

But if yours is an environment that’s so strict about the rules of engagement that it turns someone who voluntarily took a job in that line of work suddenly into a robot who can’t even fully comprehend a question as simple as this, yours may be an atmosphere in which even the best, most Customer-centric team members forget why they’re there.

Customer Centricity 93

Customer Centricity Retail Tips Course 93

Zeisler Consulting

MAY 18, 2021

It’s easy to fall back into excuses (“well, the government put all these rules in place we have to follow, so we’re sorry it’s such a pain in the neck”), but if you’re truly Customer-centric, you recognize that cost, value, delivery, or options, are secondary in the Customers’ minds to simply being able to get it done right and not get undercut by (..)

Insurance 93

Insurance Chief Customer Officer Policies Government 93

Zeisler Consulting

MARCH 11, 2021

But it’s organizations that make themselves and their own systems responsive to (and flexible on behalf of) how their Customers want to interact with them that really shine through as Customer-centric. Think about how your Customers “get it wrong” or “don’t understand how” to do things properly.

Measurement 93

Measurement Customer Centricity System Groups 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

DECEMBER 15, 2021

That’s word-for-word the quote on an email from quite possibly one of the most celebrated Customer-centric brands you’ve ever heard of. Now, it’s certainly important for a large corporation to develop processes and procedures in order to most efficiently handle the inevitable communication in which it engages with its Customers.

Course 93

Course Consulting Communication Policies 93

Zeisler Consulting

OCTOBER 20, 2021

I once had a client interested in expanding offerings and had a few ideas that the leadership thought would be a hit with their current Customer profiles. Now, generally speaking, this organization was very Customer-centric and was serving a community from which they came themselves, so they weren’t likely to be too far off the mark anyway.

Leadership 93

Leadership Survey Customer Centricity Brands 93

Zeisler Consulting

JANUARY 14, 2021

For all the talk of how important our team members are to us, it’s a true slap in the face to them to insist they be Customer-centric but then impede their ability at every turn to deliver on your Customers’ behalf.

Culture 93

Culture Tools Customer Centricity Customers 93

Zeisler Consulting

JANUARY 25, 2021

My response was that, like many other public sector fields, lacking a profit motive makes Customer-centricity challenging but by no means impossible…simply look to private-sector analogs and see what they do to satisfy their Customers…imitation, after all, is the sincerest form of stealing great ideas.).

Airlines 93

Airlines Culture Employee Experience Customers 93

Zeisler Consulting

JANUARY 12, 2022

I’m likely never to go back, even if they ever do enhance their offering to include true monitoring because now I have two reasons not to be a Customer of theirs: one existential (they don’t offer what I want), and one attitudinal (theirs is not a Customer-centric company).

Effort Score 72

Effort Score Customer Centricity System Airlines 72

Zeisler Consulting

MARCH 14, 2023

A while back, I participated in a round of judging for a Customer Service and Support awards competition. It was both an honor to be asked to participate, and a real inspiration to read so many great stories of dedicated Customer centricity.

Fashion 72

Fashion Customer Care Customer Centricity System 72

Zeisler Consulting

JANUARY 19, 2022

Plus, I wanted to see if this organzation was Customer-centric and dynamic enough to see the opportunity here. But what I did have was a reason potentially to not be a Customer of theirs anymore unless they were planning to offer the sort of service I was seeking.

System 93

System Brands Feedback Customer Centricity 93

Zeisler Consulting

SEPTEMBER 15, 2021

In fact, I’d argue that any company with a true dedication to CX and a Customer-centric attitude is likely to be getting a lot of other things right that have nothing to do with these efforts…the cumulative effect of which is all those sweet, sweet increased sales.

Effort Score 93

Effort Score Sales Exercises Study 93

Zeisler Consulting

OCTOBER 29, 2020

Now, that’ll mean that the processes you have in place to shop for your products or services, purchase them, have them delivered, use and maintain them, and replace and dispose of them are all Customer-centric and as effortless for your Customers as possible.

ROI 81

ROI Customers Feedback Groups 81

Zeisler Consulting

JULY 19, 2023

But that can also offer a different personality of agent the opportunity to see your Customers as numbers, cranking through an endless, faceless pile of tasks and tickets: Wash, rinse, repeat. But it really takes a great Customer-centric culture to use it to its full potential. Yes, systemization is helpful.

Consulting 72

Consulting System Customer Centricity CRM 72

Zeisler Consulting

OCTOBER 11, 2022

“We know what our Customers want, we’ve been doing this for years,” they seem to be saying. 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.

Customer Centricity 72

Customer Centricity Course Culture Trends 72

Zeisler Consulting

FEBRUARY 16, 2022

Iron out all the details and fundamentals first, to make it smooth and Customer-centric. Perhaps the solution is to get your processes and systems worked out in whatever channel you find most agreeable.

Omni-Channel 72

Omni-Channel Customer Centricity Resources Retail 72

Zeisler Consulting

JUNE 10, 2021

As I mentioned in an earlier article in this series, when Customer needs change (as they always do), it won’t do to simply follow the plan as originally written and expect good results.

Competitive Advantage 72

Competitive Advantage Customer Centricity Culture Tools 72

Zeisler Consulting

JANUARY 18, 2021

On the other hand, it may simply be an abdication of the requirement to serve your Customers in the first place. The funniest (in a sad way, of course) thing about this is that it costs nothing to be polite and Customer-centric in this instance. Them’s the rules,” you may say…put up a sign and move on.

Policies 93

Policies Government Course Guidelines 93

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. Folks often simply boil the Voice of the Customer (VoC) down to surveying. You’ve heard of the expression that we need to “meet the Customers where they are” when it comes to our offerings.

Net Promoter Score 93

Net Promoter Score Effort Score Survey NPS 93

Zeisler Consulting

JULY 28, 2020

(I wouldn’t recommend trying to do this if you don’t have good employee engagement…besides being good for all those reasons listed above, an overall healthy positive culture among your employees enhances the probability of success in driving a good Customer-centric culture as well.)

Employee Engagement 72

Employee Engagement Culture Resources Customer Centricity 72

Zeisler Consulting

JUNE 8, 2021

Only by taking that approach can you truly be Customer-centric. And as Agile teaches us, it’s best to sit down with them through the entire journey, leverage their thoughts and insights, and be open to (no, be hungry for ) their feedback.

Customer Centricity 72

Customer Centricity Software Leadership Course 72

Zeisler Consulting

SEPTEMBER 17, 2020

Hire them because they know about strategy and VoC and Process Engineering and Customer-centric culture. Hire them because they’re inquisitive and brilliant thought-leaders with a history of inspiring others to put the Customers first. No curiosity, no inquiry, no breakthrough improvements.

Industry 72

Industry Healthcare Hospitality Retail 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