Tuesday Morning CX Thoughts – Do they know it is Thanksgiving?

Recognition counts

It is that time of year where we take a look around us and think about what happened, what could have been, and what may still be. It is easy to overlook the end-of-year targets while deciding what side dishes we will be having with our holiday meals – and vice versa.
However, much like the annual ‘viral’ trend on social media of posting things that make us grateful, rather than post one per day I’ll just summarize some of the many things that I am thankful for in working in customer experience.

Our clients & customers

I am grateful that I have some of the best clients that anyone could ask for. Are they perfect, probably not (shh…don’t tell them I said that). Do we get everything perfect for them? Probably not (shh…don’t tell them I said that either). Why are they the best? Besides the obvious, I enjoy the challenges that our clients bring us. Until the “perfect” customer experience management platform exists (hint: it never will) our clients will have questions for us to answer. It might be in determining the best approach to setting up manager dashboards, a customer feedback loop that fits their organization or it may even sit outside the platform in developing their customer experience strategy.

Our clients drive our innovation, it is the reason we’ve developed our QuestionPro exclusive NPS+ which adds to dimensions of analytics (root cause and churn risk), building out our CX workflow and even tools that help specific industries like CX for financial services. I also have to say some of the basic questions like how to calculate NPS or the trade-offs between NPS or CSAT bring out that teacher in me.

The ones that make it happen

I would be remiss if I also didn’t take a moment out to thank the team that makes it all happen. I would not be successful without them. So, thank you to our client success teams that handle all the day-to-day inquiries, the sales and marketing teams that bring me clients that I have the privilege to work with, our product development team that takes all our wild ideas and turns them into a reality. I also need to call out the often overlooked teams like our DevOps (what is a SaaS product without servers?) and finance (they get the bills paid so the rest of us can be paid).

I am very grateful to have amazing colleagues and peers who make our entire organization function as one towards the common goal of being the best Experience Transformation platform available, generating new products that help bring life to ideas.

In the US, it is Thanksgiving this week, and a good time to reflect and give thanks. I’m really thankful that I’ve had the opportunity to take on such a long career in Customer Experience.

A big THANK YOU to all of you that have been a part of it.