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Don't let your most valuable resource go

I’m blessed to have been recruited to work in the field of Customer Experience. I came to the practice of CX via Process Engineering (Lean Six Sigma, or LSS). Using PE to better our CX is an incredibly fulfilling use of a legacy approach to improving what we do. Years ago, before I was...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Inclusive CX: Connect Direct Improves CX for Deaf Customers

For the more than two million deaf individuals living in the United States alone, a great customer experience is hard to come by. As VP of Strategy and Development for Communication Service for the Deaf (CSD) and its Connect Direct business line, Craig Radford aims to change that, one...

Gabe Smith,CCXP's profile image

Blog Entry
Chesterton and his gate

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...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Are You Proud or Concerned about Your Digital First Impression?

Human beings form first impressions very quickly. These first impressions become the basis for what happens later. Digital-first impressions happen just as fast. Knowing this, are you proud or concerned about the first impression your digital experience makes right now? We talked about first...

Colin Shaw's profile image

Blog Entry
How to create a customer-friendly curbside pickup experience

The phrase “kicking someone to the curb” usually means you’re so frustrated with the person in question that you don’t even want them on your property. While the pandemic has kicked pretty much all customers there now, it never seemed to occur to anyone that the curb could be a place you’d...

Mr. Shane Schick's profile image

Blog Entry
Whose problem are you solving?

I’ve written about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically. Of course, it’s not fair to pick on CES, as I’ve written in other instances , even common definitions like First Contact Resolution runs into definitional problems when...

Nicholas Zeisler,CCXP's profile image

Blog Entry
The accidental lesson 'Bean Dad' taught us about moving customers to self-service

Just think of John Roderick as a business and his daughter as a customer and it’s pretty easy to understand why ‘Bean Dad’ went viral on social media. Over the weekend, Roderick — a podcaster and musician — posted a thread on Twitter about how he had asked his nine-year-old daughter to...

Mr. Shane Schick's profile image

Blog Entry
Why Customer Memory is More Important than Customer Experience

There is a big difference between a customer’s experience and their memory of that experience: this has a huge impact on how you design and measure your CX activities. Customers don’t choose your product or service because of the experience they had; they choose it because of the experience...

Ms. Ozge Koca's profile image

Blog Entry
CYA is not CX

The other day I spent about 45 minutes round-trip (short by standards...read on) and about $45 mailing Christmas cards. Happy Holidays to our family and friends who receive one from us! I use the word “mailing” deliberately because that’s all I was doing. I wasn’t shopping for them,...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Unnecessary escalations

This spring and summer have been rough on travel. My partner and I actually had a hotel cancel our reservation after the world ended. It was complicated by the fact that we’d used a combination of credit card points and cash to make the reservation for two different rooms, one for us and one...

Nicholas Zeisler,CCXP's profile image