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. Look,” one member of the leadership team told me, “80% of our Customers want this new feature.”. That’s awesome,” I said. “Can Can I see the survey results?”

Leadership 93

Leadership Survey Customer Centricity Brands 93

Zeisler Consulting

MAY 3, 2022

Quite frankly, putting an empty seat at the table alongside your CFO, your CMO, your CHRO, Head of Product, Head of Supply Chain, and the rest of your executive leadership team is almost an insult to your Customer, when you think about it. Why not hire someone to actually, y’know, sit in that seat?

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Leadership Exercises 72

Zeisler Consulting

JUNE 30, 2021

That’s awesome, and I’m sure the entire leadership team is intrigued. If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years.

Effort Score 93

Effort Score NPS ROI Case Study 93

Zeisler Consulting

FEBRUARY 18, 2021

When someone has an acute issue that’s so egregious (or even thinks it’s that egregious) that it’s brought to the attention of our leadership, the potential for trouble is huge and should be addressed. In all, it’s a good thing to have efforts addressing executive escalations.

Leadership 93

Leadership System Course Customer Experience 93

Zeisler Consulting

NOVEMBER 10, 2021

It was fantastic for messaging to the leadership (‘See? (The correlation to their overall NPS was not quite as strong, which was understandable, of course, based on all the other factors that go into that overall top-level number.) As their project continued, they continued to see that correlation tighten up.

Effort Score 93

Effort Score NPS Metrics Measurement 93

Zeisler Consulting

OCTOBER 8, 2020

But aside from that, the relationship survey will give leadership a better impression of how things are going strategically with fewer actionable insights to be gained. These insights may be helpful for the account manager, but not necessarily immediately actionable for (for example) the front-line contact center worker.

Survey 72

Survey Contact Center B2B Effort Score 72

Zeisler Consulting

JANUARY 31, 2023

On the other hand, you should apologize if you do something wrong. In this case, it was the former, not the latter.

Policies 72

Policies Leadership Brands Course 72

Zeisler Consulting

AUGUST 10, 2020

If all you do with your VoC is report it to leadership, then CX is like the weather: Everybody talks about it but nobody ever does anything to improve it. Simply put: VoC is not just surveys. It’s much, much more than that. Deploying Process Improvement.

Culture 93

Culture Customer Centricity Exercises Strategy 93

Zeisler Consulting

JULY 7, 2021

But still, perhaps the brand deserves to stew a little bit, considering the incoherence of their survey questions.

NPS 93

NPS Effort Score Survey Metrics 93

Zeisler Consulting

APRIL 20, 2021

There are insights into specific tactical issues, organizational concepts and approaches, strategic thought leadership, and much more. Given the robust nature of topics within CX, it’s vital to be out there consuming as much information from as many different sources as possible in order to keep up.

Course 93

Course Customer Experience Professionals Leadership Brands 93

Zeisler Consulting

MARCH 23, 2021

That’s not as easy when you’re briefing the leadership team, but some anecdotal verbatims are helpful in adding color to the story, and even better when used to help defend decisions you’ve made about what to do with the data.

Measurement 93

Measurement Leadership Data Survey 93

Zeisler Consulting

SEPTEMBER 13, 2022

In fact, some of the leadership team was leery of even broaching the subject of changing the way the metric was reported, knowing he’d not like it. (We also considered changing the time horizon on the survey time-out, but we chose not to so as not to limit the Customers’ options in responding.).

Data 72

Data Survey Metrics Report 72

Zeisler Consulting

FEBRUARY 25, 2021

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. (By the way, this is not to excuse an employer who has the prime responsibility for fostering such a culture and atmosphere.). That trust flows on to Customers as well.

Policies 72

Policies Customer Centricity Culture Leadership 72

Zeisler Consulting

SEPTEMBER 17, 2020

Additionally, as I’ve mentioned before , when hiring your team (or identifying your CX leadership), you should be looking for a diverse background. We lose our empathy, and we lose our sense of perspective.

Industry 72

Industry Healthcare Hospitality Retail 72

Zeisler Consulting

SEPTEMBER 15, 2021

When you think about it that way and bring it out into the open, this can be a really good reflective exercise for the leadership of an organization…and what better vehicle to drive such a conversation than the actual interactions you’re having with your Customers for whom you’re in business in the first place?

Effort Score 93

Effort Score Sales Exercises Study 93

Zeisler Consulting

APRIL 27, 2021

Things went very well that afternoon and I left, having spoken with some of their leadership, with a good feeling that we’d build a nice relationship that would lead to new work and a promise that they’d reach out in a couple of days. I never heard from them again.

Employee Experience 93

Employee Experience Consulting Leadership Meeting 93

Zeisler Consulting

MAY 4, 2021

Without Process Engineering (or at least in some way taking responsibility for improving CX) as part of her job description, whenever she approached any of her colleagues on the leadership team with ideas of what to do to improve the Customer experience, it was always “The Survey Lady” coming around to tell us to change something.

Chief Customer Officer 72

Chief Customer Officer NPS Fashion Social Media 72

Zeisler Consulting

JULY 21, 2020

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. And sometimes that catches us off-guard when someone asks us, “So, what are you bringing to the table?”.

ROI 72

ROI Return on Investment Study NPS 72

Zeisler Consulting

MAY 9, 2023

Anyway, we all move on… The trick is that, my onboard communications system was tied to that old 3G technology (my car is several years old, but not that old…) The leadership at Der Deutsche Autokonzern made the decision that, with what is called the “3G turndown”, folks with certain models beyond a certain age would not be updated with (..)

Brands 72

Brands System Technology Leadership 72

Zeisler Consulting

JUNE 8, 2021

Does your organization take the insights from your VoC program, package them into a PowerPoint slide, present it to leadership and call it a day? In the typical PM world, Customer requests or requirements are developed, boiled down to calls for action, frozen in amber, and then tossed over the fence to those who are doing the work.

Customer Centricity 72

Customer Centricity Software Leadership Course 72

Zeisler Consulting

SEPTEMBER 24, 2020

And yes, I do recognize the rest of the leadership team will be happy to see those tens, but it’s your job as a CX leader to actually drive more of them, not just rah-rah when they arrive.). “The agent was incredibly efficient and polite.” “You rock!” Again, heartwarming, but now try to turn that into something you can do. (And

Feedback 72

Feedback Effort Score NPS Comparison 72

Zeisler Consulting

AUGUST 17, 2020

In fact, if all you’re doing with your CX data is reporting it up to leadership, it’s not likely to be doing much good. A good friend of mine and CX guru Nate Brown will often say that too many folks see VoC as the finish line instead of the starting point that it really is.

Resources 72

Resources ROI Customer Centricity NPS 72

Zeisler Consulting

FEBRUARY 4, 2021

He’s the leader of an international organization and we were talking about strategies and how important it is to ensure that leadership’s highfalutin strategies and visions are made real to team members in their own day-to-day work.

Metrics 81

Metrics Contact Center Measurement Course 81

Zeisler Consulting

NOVEMBER 24, 2020

The PartsDirect leadership team reviews every comment. Not only did I hear back from the muckety-muck I’d contacted via LinkedIn, but I also received the following note as a response to the feedback I sent them on their site: Thank you for taking the time to share your thoughts.

Feedback 72

Feedback Leadership Connections Video 72

Zeisler Consulting

JANUARY 14, 2025

One Big Question I hear a lot these days is about AI and automation. How will AI impact CX? How the heck should I know? Its clear Im the one writing all these articles, isnt it? I wonder if well reach the singularity and the world will implode if someone uses AI to write an article about AI and the impact it has. Surely itll be a glowing review.

Contact Center 93

Contact Center Fashion Resources System 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

OCTOBER 29, 2024

I used to say that I don’t know anything about Marketing. Then I started spending a lot of time with marketers. They’re an interesting bunch, and considering that, as I like to say, Marketing and CX share two sides of the same coin—that being the Brand Promise—I’ve had many conversations as our work compliments each other.

Course 93

Course Advertising Brands Marketing 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 Customer Centricity Policies 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 Meeting 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 Course Tips 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

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

Zeisler Consulting

MARCH 30, 2021

Where a CX function is located within a company is a frequent discussion topic among CXers. I’ve been thinking about this recently and, while obviously each company is unique and every situation different, it occurs to me that where a CX function resides isn’t nearly as important as is what it’s chartered to do.

Chief Customer Officer 93

Chief Customer Officer Culture Survey Interaction 93

Zeisler Consulting

FEBRUARY 22, 2021

One of my favorite Process Engineering tools is the Five Whys. The basic principle is to consider a problem or imperfection, ask why it’s the way it is, and then ask why that explanation is so. We keep digging (as the title suggests, five times, but your mileage may vary) until we’ve uncovered the true root cause of an issue.

Report 93

Report Analysis System Travel 93

Zeisler Consulting

JANUARY 25, 2021

Can I start a controversial article being completely un controversial? Thanks. Here goes: Good employee engagement is an absolute requirement in order to drive good CX.

Airlines 93

Airlines Culture Employee Experience Customers 93

Zeisler Consulting

SEPTEMBER 3, 2020

There are articles all over the place and books overloading shelves in the business section of the stores having to do with strategies and branding. One of the theories that I find appealing is that, when it comes to strategies and visions and missions, it’s important to leave your products or services out of these guiding statements altogether.

Government 93

Government Brands Strategy Course 93

Zeisler Consulting

AUGUST 19, 2020

Here is the final post in a series about building a world-class CX program in your organization. I introduced the component parts here , expounded on aligning your CX strategy here , delved into the Voice of the Customer here , and showed how to put it into action with your Process Engineering program here.

Customer Centricity 93

Customer Centricity Culture Contact Center Customers 93