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Nicholas Zeisler

Principal at Zeisler Consulting

Denver, United States

Nicholas is a Fractional Chief Customer Officer and CX Strategist, a US Air Force Reservist (where he serves as a USAF Academy professor), former Fortune 100 CX executive, author, speaker, and thought leader in the Customer Experience and Process Engineering spaces.

Available For: Advising, Authoring, Consulting, Influencing, Speaking
Travels From: Denver
Speaking Topics: Customer Experience, Process Engineering

Nicholas Zeisler Points
Academic 0
Author 70
Influencer 7
Speaker 0
Entrepreneur 0
Total 77

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Individual

Areas of Expertise

Analytics
Business Strategy 33.19
Customer Experience 34.15
Customer Loyalty 35.46
Innovation
Leadership
Management
Project Management

Industry Experience

Aerospace & Defense
Consumer Products
Federal & Public Sector
Healthcare
High Tech & Electronics
Higher Education & Research
Insurance
Manufacturing
Media
Oil & Gas
Other
Professional Services
Retail

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Publications

10 Article/Blogs
The pilot cares the least
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January 05, 2022
So, here’s a controversial statement, but keep in mind what I’m not saying*:  Usually, your flight crew, including the pilot, is the least motivated people on the plane to get where you’re going, let alone on time. This occurred to me last year when I went on a mileage run.  The same crew th

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Tags: Customer Experience, Business Strategy, Customer Loyalty

When your numbers are more important than your Customers
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December 22, 2021
I was flying home to Denver a few months back from a business trip.  It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in.  It was a mechanical [...

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Tags: Business Strategy, Customer Experience, Customer Loyalty

Don’t call us
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December 15, 2021
I received another one just this morning, and you may have also.  It’s an email from a company that just loves its Customers, but implores them to not write back.  So emphatic are they about how important their Customers are to them that they explicitly go out of their way to forestall communica

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Tags: Business Strategy, Customer Experience, Customer Loyalty

It’s not your fault but it is your responsibility
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December 08, 2021
I recently wrote about how important it is that brands not just be competent in delivering the products or services they provide to their Customers.  From perusing your website, to making a selection there or in a physical location, to paying, to delivery, use, and re-purchase, Customers engage wit

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Tags: Business Strategy, Customer Experience, Customer Loyalty

Adversity brings out true character
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December 02, 2021
There’s a saying that you can really tell a lot about people’s character by seeing how they handle adversity.  Sure, when things are going well, everybody’s got a great disposition, the idea goes.  But it’s when we’re tested that our true selves show through. I was thinking of that recen

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Tags: Business Strategy, Customer Experience, Customer Loyalty

Excuses versus solutions
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November 17, 2021
You’ve heard this before, right?  “Due to current circumstances, we’re experiencing longer-than-usual wait times.”  Those “circumstances” can vary.  Over the past twenty months, of course, it has been Covid-19.  Sometimes it’s the holidays.  Sometimes brands stiff-arm you without

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Tags: Business Strategy, Customer Experience, Customer Loyalty

VoC begets VoC
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November 10, 2021
I’m always championing active use of your Voice of the Customer (VoC) insights.  After all, I say, if you’re just collecting your Customers’ insights but not doing anything with them, that’s a huge waste of resources.  Normally when I talk about that, I’m referring to the importance of h

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Tags: Business Strategy, Customer Experience, Customer Loyalty

Are we challenging CX?
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November 03, 2021
One of the roles we, as CX professionals, play, is that of change agents.  I realize that’s a term people toss out there when they want to seem important or progressive in business, but when you think about it, one of the core jobs we have is to challenge people to take a different perspective; &

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Tags: Business Strategy, Customer Experience, Customer Loyalty

Where’s your deli?
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October 28, 2021
Here’s a random thought that occurred to me the other day.  I promise I’m going somewhere with it, though: The deli should be at the front of a grocery store.  Now, I’m in way over my head here, because I’m sure that there’s a lot that goes into the planning of the layout of such [..

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Tags: Business Strategy, Customer Experience, Customer Loyalty

What do you want on your Tombstone?
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October 20, 2021
Do you remember the old commercial for Tombstone Pizza?  The tagline was, “What do you want your tombstone?”  (By the way, if you clicked through and it’s driving you crazy, the character actor is a fellow by the name of Oliver Muirhead, and if you also share my obsession with Seinfeld, he p

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Tags: Business Strategy, Customer Experience, Customer Loyalty

1 Book
We're Doing CX Wrong...And How To Get It Right
Nicholas Zeisler
August 22, 2021
Customer Experience strategies these days seem like they came from a Trey Parker and Matt Stone skit:

Phase 1: "Do" CX
Phase 2: ?
Phase 3: Profit

But as the commercial says: That's not how it works. That's not how any of this works!

If you're "doing CX" and not realizing massive returns, chalking up torrential sales, and drowning in new revenue, it's likely because you're doing it wrong. And more to the point, you're likely doing it for the wrong reason.

Are you:
-Asking nonsensical questions on surveys?
-Doing nothing more than surveys for Customer Insights?
-Doing nothing with those Customer Insights once you have them?
-Passing out t-shirts and putting up banners and considering that "CX Culture"?
-"Doing CX" for the sole purpose of increasing sales, revenue, and market share?

Stop it!

Focus your Customer Experience efforts on the real reason you should be doing it: Driving Brand Promise Alignment.

-Pieces will start to fall into place:
-Your Customer Insights activities will take on new meaning
-You'll be using practical and actionable KPIs like the Brand Alignment Score
-You'll actually do something with what you learn there
-You'll start to Enable, Empower, and Encourage your teams to improve your CX
-You'll be ready to hire a Chief Customer Officer and stand up an Office of the Customer
-Your Customers will believe you when you say you're "Customer-centric"

Pick up the book today to learn how...

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Tags: Business Strategy, Customer Experience, Customer Loyalty

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