{"id":1004609,"date":"2025-02-11T08:41:49","date_gmt":"2025-02-11T15:41:49","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1004609"},"modified":"2025-02-17T06:35:04","modified_gmt":"2025-02-17T13:35:04","slug":"just-be-nice-easier-tuesday-cx-thoughts","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/just-be-nice-easier-tuesday-cx-thoughts\/","title":{"rendered":"Just Be Nice: Easier Said Than Done | Tuesday CX Thoughts"},"content":{"rendered":"\n<p>Just be nice.\u00a0This applies to both Customer Experience and Employee Experience.\u00a0Seems simple, right?\u00a0If we are nice to the customers, they\u2019ll come back and they\u2019ll be nice in return.\u00a0If we are nice to the employees, they\u2019ll feel appreciated and treat the customers better.<\/p>\n\n\n\n<p>Before continuing, here is a short video where I reflect a bit more on what was discussed in this article.<\/p>\n\n\n\n<figure class=\"wp-block-video\"><video controls poster=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/02\/ken-video-cover.jpg\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/02\/Video-TCXT-2025-02-11.mp4\"><\/video><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>Easier said than done, especially when we are at our lowest.\u00a0I had the honor of being invited to speak at our inaugural <strong>XDay Saudi Arabia<\/strong> last week.\u00a0An amazing experience that came with its share of challenges. Even if everything goes smoothly, the trip is already time-consuming.\u00a0Three flights, two connections, and nearly twenty hours in the air, along with clearing local immigration checkpoints.\u00a0Added to this trip was a pre-existing training obligation that would have been during my travel, so I adjust my trip and it took three days to get to my destination.\u00a0There were weather related flight delays, lost luggage and the standard set of \u201cwork-related emergencies\u201d that inevitably come up with me being out of the office for a few days.\u00a0I worked locally during the day, and my evenings were spent working my \u201cregular\u201d hours.\u00a0\u00a0<\/p>\n\n\n\n<p>Before my trip back home, I felt like I had emptied the fuel tank and attended our event eight hours before I was scheduled to depart &#8211; and I still had three flights and two long connections (one of five hours and another of six hours). Fortunately, my second connection was in my old hometown of Denver.\u00a0I know the airport very well.\u00a0 Since I had so much time, I decided to go to the hotel attached to the airport.\u00a0There is a little coffee shop there that has an outdoor patio.\u00a0If you know Denver, February can be frigid or warm, and on this day, I was lucky because the sun was shining. it would be great to spend a little time outdoors after spending over twenty-four hours in airplanes and airports.\u00a0\u00a0\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1999\" height=\"1500\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/02\/image1.jpg\" alt=\"\" class=\"wp-image-1004610\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/02\/image1.jpg 1999w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/02\/image1-300x225.jpg 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/02\/image1-1024x768.jpg 1024w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/02\/image1-768x576.jpg 768w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/02\/image1-1536x1153.jpg 1536w\" sizes=\"(max-width: 1999px) 100vw, 1999px\" \/><figcaption class=\"wp-element-caption\">I couldn&#8217;t resist taking a great photo.<\/figcaption><\/figure>\n\n\n\n<p>I must have arrived during a rush, it was a long line, and I was at the end of it.\u00a0Customers were grumbling as the lone employee rushed trying to both take and fulfill the coffee orders.\u00a0I could have been upset because I was only purchasing a soft drink which would not take very long, but I was just happy to be off a plane and out of the airport (even if right next to it) for a while. I heard an apology to every customer for how long it took; then, it was my turn.\u00a0She seemed exasperated yet greeted me in a friendly way.\u00a0If I had been angry about the wait, I would not have been any longer. I made my purchase, confirmed I could utilize the patio (sometimes lingering ice requires them to keep it closed), and thanked her.\u00a0 I guess I was smiling.<\/p>\n\n\n\n<p>I sat outside, opened my laptop to catch up on a few neglected emails, and enjoyed the sun.\u00a0I lost track of time, so it could have been fifteen minutes later or an hour, the employee came outside.\u00a0 My first thought was that she was catching her breath after the rush, but instead she greeted me at my table and brought me a slice of blueberry poundcake because I \u201cwas nice and smiled a lot\u201d.\u00a0\u00a0<\/p>\n\n\n\n<p>Immediately, I asked her if she was going to get in trouble for giving me the poundcake because I would have been more than happy to pay for it.\u00a0 She insisted that I could have it. She relayed to me that after the rush, her manager had returned from her break.\u00a0Their conversation was about the customer in shorts on the patio in February.\u00a0 She told her manager that I was friendly, and her manager suggested that she give me a token of appreciation.\u00a0\u00a0<\/p>\n\n\n\n<p>It was a really nice gesture that hit me at just the right time.\u00a0More importantly, the manager empowered the employee to be better to customers.\u00a0My presentation just a day earlier at <strong>XDay<\/strong> revolved around closing the loop with customers, which usually focuses on detractors.\u00a0One of the participants questioned the narrative that we should try to satisfy \u201cangry\u201d customers. I made the point that sometimes we must fire customers who berate employees or lash out during every transaction.\u00a0Often, we get caught in the cycle of detractor recovery and many employees are caught in a cycle of just \u201cgetting by\u201d.\u00a0This example reminded me that it can be some simple things that can change a standard experience into one that I am now writing about.\u00a0One that will turn into a positive social media review.\u00a0A transaction that will leave a lasting impression.\u00a0 <\/p>\n\n\n\n<p class=\"has-large-font-size\">It was simple:<mark style=\"background-color:#023290;color:#ffe200\" class=\"has-inline-color\"> <strong>just be nice.<\/strong><\/mark><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Every customer interaction is a chance to build loyalty<\/h2>\n\n\n\n<p>QuestionPro CX equips you with the tools to turn everyday moments into exceptional experiences using relevant data. Reduce churn and boost retention by including  CX in your strategy. With QuestionPro CX, <strong>kindness isn\u2019t just courtesy\u2014it\u2019s a measurable, scalable strategy<\/strong>.<\/p>\n\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/1004609&amp;lang=en&amp;cat=cx-2|tcxt\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Just be nice.\u00a0This applies to both Customer Experience and Employee Experience.\u00a0Seems simple, right?\u00a0If we are nice to the customers, they\u2019ll [&hellip;]<\/p>\n","protected":false},"author":46,"featured_media":1004650,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[170,1811],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Just Be Nice: Easier Said Than Done | Tuesday CX Thoughts | QuestionPro<\/title>\n<meta name=\"description\" content=\"This applies to both Customer Experience and Employee Experience. Seems simple, right? If we are nice to the customers, they\u2019ll come back and they\u2019ll be nice in return.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/just-be-nice-easier-tuesday-cx-thoughts\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Just Be Nice: Easier Said Than Done | Tuesday CX Thoughts | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"This applies to both Customer Experience and Employee Experience. Seems simple, right? 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