{"id":114138,"date":"2020-11-04T12:42:35","date_gmt":"2020-11-04T20:42:35","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=114138"},"modified":"2020-11-04T12:42:35","modified_gmt":"2020-11-04T20:42:35","slug":"do-your-customers-miss-you","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/","title":{"rendered":"Do your customers miss you?"},"content":{"rendered":"<p><b>Pausing Can Be Noticed<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Over the past month, we had quite a bit going on at QuestionPro.\u00a0 Exciting events with the business and, of course, our annual user conference XDay.\u00a0 A great event that was masterfully put together by our own <\/span><a href=\"https:\/\/www.linkedin.com\/in\/xtalwiese\/\"><span style=\"font-weight: 400;\">Crystal Wiese<\/span><\/a><span style=\"font-weight: 400;\"> and her team. During that time, with so much going on, I took a short break from writing my Tuesday Morning CX Thoughts.\u00a0 My priority was to take a little burden off the team that was organizing and planning our annual event and, honestly, didn\u2019t think anyone would take notice.\u00a0\u00a0<\/span><\/p>\n<p><b>Will Your Customers Miss You?<\/b><\/p>\n<p><span style=\"font-weight: 400;\">I guess I was wrong in that assumption. The first week, someone sent me a message asking if I could point them to my article, it happened again the second week.\u00a0 Over the weekend, someone else asked specifically if I would be resuming now that our customer event had concluded.\u00a0 One might say these are not customers, but they were clearly looking forward to consuming the content.\u00a0 I had set up certain expectations, even if inadvertently, and it was noticed when I wasn\u2019t delivering.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That had me thinking &#8211; will your customers miss you?\u00a0 It doesn\u2019t have to be from extreme reasons like your business shutting down (however, I don\u2019t think too many people miss Blockbuster Video). During all of 2020, many businesses didn\u2019t get to interact with their customers the same way. Restaurants had to go to carry-out\/delivery only models.\u00a0 Most movie theaters are still shut down. Additionally, the personal approach to service is definitely altered.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">I must ask again, <\/span><span style=\"font-weight: 400;\">do your customers miss you<\/span><span style=\"font-weight: 400;\">?\u00a0 For example, I haven\u2019t missed the movie theater experience.\u00a0 I will not say that I was an avid movie watcher, but I would go a few times a year. That experience not being available to me really has not had any impact on me.\u00a0 If your customers do not have access to you suddenly, and they do not miss you, perhaps it is time to rethink that experience.\u00a0 At the same time, I had missed dining out in restaurants when it was not available as an option. Like many, I\u2019ll expect the experience to be different, particularly when it comes to sanitation, but I welcomed the opportunity to dine out again when it was available.\u00a0 <b>Do Your Customers Miss You? <\/b><\/span><\/p>\n<p><b>Experience, Expense and Sharing<\/b><\/p>\n<p><span style=\"font-weight: 400;\">I encourage you to think about your own company, would your customers miss you?\u00a0 If you were not available to them for any reason, would they wait for you?\u00a0 Would they move to your competitors? Would they simply stop purchasing from that category?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It is a big factor in why we rolled out <\/span><a href=\"https:\/\/www.questionpro.com\/features\/advanced-net-promoter-score.html\"><span style=\"font-weight: 400;\">NPS+<\/span><\/a><span style=\"font-weight: 400;\"> at QuestionPro. In most CX programs (it should be all, but that is another discussion), <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/closed-loop\/case-management.html\"><span style=\"font-weight: 400;\">Closed Loop Feedback<\/span><\/a><span style=\"font-weight: 400;\"> helps identify concerns with customers that have a grievance, but I might contend that the Detractors place value in your offer which is why they bring a concern to your attention.\u00a0 The Passives may just see the value decreasing over time, then when a \u201cbetter offer\u201d comes along, they move on to that brand.\u00a0 You may not even notice immediately, they won\u2019t miss you &#8211; though you\u2019ll eventually miss all of them.\u00a0 Our NPS+ uses a model to identify which <\/span><a href=\"https:\/\/www.questionpro.com\/help\/customer-experience\/Sentiment-and-root-cause-analysis.html\"><span style=\"font-weight: 400;\">Root Cause<\/span><\/a><span style=\"font-weight: 400;\"> may be causing the value in those customers\u2019 eyes to be eroding, even when it isn\u2019t yet obvious.\u00a0 It also allows customers to co-create and identify ways that value can be brought back into your offer.\u00a0\u00a0<\/span><\/p>\n<p><b>Turbulence In Travel<\/b><\/p>\n<p><span style=\"font-weight: 400;\">One place this disconnect from customers has shown itself is in the travel industry.\u00a0 While I recently started flying again, I have noticed more and more about the things that I certainly did not miss in travel.\u00a0 However, the journey and the destination are two very different things.\u00a0 I hope you\u2019ll join me November 12<\/span><span style=\"font-weight: 400;\">th<\/span><span style=\"font-weight: 400;\"> as I speak with Travel &amp; Tourism expert <\/span><a href=\"https:\/\/www.linkedin.com\/in\/jamessauter\/\"><span style=\"font-weight: 400;\">James Sauter<\/span><\/a><span style=\"font-weight: 400;\"> about the bumpy road ahead for this industry. You can register <\/span><a href=\"https:\/\/bit.ly\/Travel21-QPro\"><span style=\"font-weight: 400;\">here<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0\u00a0<\/span><\/p>\n<p><span data-preserver-spaces=\"true\"><strong>QuestionPro offers some of the most advanced customer experience tools available.<\/strong> Gain valuable insights into your customers\u2019 thoughts and feelings using\u00a0<\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">QuestionPro CX software<\/span><\/a><span data-preserver-spaces=\"true\">\u00a0today.<\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/info.questionpro.com\/meetings\/kenneth-peterson\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Book Demo<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Pausing Can Be Noticed Over the past month, we had quite a bit going on at QuestionPro.\u00a0 Exciting events with [&hellip;]<\/p>\n","protected":false},"author":46,"featured_media":114139,"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":[169,170],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Do your customers miss you? | QuestionPro<\/title>\n<meta name=\"description\" content=\"Pausing Can Be Noticed Over the past month, we had quite a bit going on at QuestionPro.\u00a0 Exciting events with the business and, of course, our annual user\" \/>\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\/do-your-customers-miss-you\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Do your customers miss you? | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Pausing Can Be Noticed Over the past month, we had quite a bit going on at QuestionPro.\u00a0 Exciting events with the business and, of course, our annual user\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2020-11-04T20:42:35+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/11\/CW-Blog-Posts-2-min.png\" \/>\n\t<meta property=\"og:image:width\" content=\"992\" \/>\n\t<meta property=\"og:image:height\" content=\"594\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Ken Peterson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Ken Peterson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/\"},\"author\":{\"name\":\"Ken Peterson\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0\"},\"headline\":\"Do your customers miss you?\",\"datePublished\":\"2020-11-04T20:42:35+00:00\",\"dateModified\":\"2020-11-04T20:42:35+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/\"},\"wordCount\":701,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"articleSection\":[\"Customer Experience\",\"CX\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/\",\"name\":\"Do your customers miss you? | QuestionPro\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\"},\"datePublished\":\"2020-11-04T20:42:35+00:00\",\"dateModified\":\"2020-11-04T20:42:35+00:00\",\"description\":\"Pausing Can Be Noticed Over the past month, we had quite a bit going on at QuestionPro.\u00a0 Exciting events with the business and, of course, our annual user\",\"breadcrumb\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.questionpro.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Do your customers miss you?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\",\"url\":\"https:\/\/www.questionpro.com\/blog\/\",\"name\":\"QuestionPro\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.questionpro.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\",\"name\":\"QuestionPro\",\"url\":\"https:\/\/www.questionpro.com\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg\",\"contentUrl\":\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg\",\"caption\":\"QuestionPro\"},\"image\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/questionpro\",\"https:\/\/twitter.com\/questionpro\",\"https:\/\/www.linkedin.com\/company\/questionpro\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0\",\"name\":\"Ken Peterson\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/c1c71893240aaca8691086e8937ee027?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/c1c71893240aaca8691086e8937ee027?s=96&d=mm&r=g\",\"caption\":\"Ken Peterson\"},\"description\":\"Ken has 20 years of customer experience research in retail, technology, hospitality, financial services, automotive, SaaS deployments, and CX consultation.\",\"url\":\"https:\/\/www.questionpro.com\/blog\/author\/ken\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Do your customers miss you? | QuestionPro","description":"Pausing Can Be Noticed Over the past month, we had quite a bit going on at QuestionPro.\u00a0 Exciting events with the business and, of course, our annual user","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/","og_locale":"en_US","og_type":"article","og_title":"Do your customers miss you? | QuestionPro","og_description":"Pausing Can Be Noticed Over the past month, we had quite a bit going on at QuestionPro.\u00a0 Exciting events with the business and, of course, our annual user","og_url":"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/","og_site_name":"QuestionPro","article_publisher":"https:\/\/www.facebook.com\/questionpro","article_published_time":"2020-11-04T20:42:35+00:00","og_image":[{"width":992,"height":594,"url":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/11\/CW-Blog-Posts-2-min.png","type":"image\/png"}],"author":"Ken Peterson","twitter_card":"summary_large_image","twitter_creator":"@questionpro","twitter_site":"@questionpro","twitter_misc":{"Written by":"Ken Peterson","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/#article","isPartOf":{"@id":"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/"},"author":{"name":"Ken Peterson","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0"},"headline":"Do your customers miss you?","datePublished":"2020-11-04T20:42:35+00:00","dateModified":"2020-11-04T20:42:35+00:00","mainEntityOfPage":{"@id":"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/"},"wordCount":701,"publisher":{"@id":"https:\/\/www.questionpro.com\/blog\/#organization"},"articleSection":["Customer Experience","CX"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/","url":"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/","name":"Do your customers miss you? | QuestionPro","isPartOf":{"@id":"https:\/\/www.questionpro.com\/blog\/#website"},"datePublished":"2020-11-04T20:42:35+00:00","dateModified":"2020-11-04T20:42:35+00:00","description":"Pausing Can Be Noticed Over the past month, we had quite a bit going on at QuestionPro.\u00a0 Exciting events with the business and, of course, our annual user","breadcrumb":{"@id":"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.questionpro.com\/blog\/do-your-customers-miss-you\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.questionpro.com\/blog\/"},{"@type":"ListItem","position":2,"name":"Do your customers miss you?"}]},{"@type":"WebSite","@id":"https:\/\/www.questionpro.com\/blog\/#website","url":"https:\/\/www.questionpro.com\/blog\/","name":"QuestionPro","description":"","publisher":{"@id":"https:\/\/www.questionpro.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.questionpro.com\/blog\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.questionpro.com\/blog\/#organization","name":"QuestionPro","url":"https:\/\/www.questionpro.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg","contentUrl":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg","caption":"QuestionPro"},"image":{"@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/questionpro","https:\/\/twitter.com\/questionpro","https:\/\/www.linkedin.com\/company\/questionpro\/"]},{"@type":"Person","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0","name":"Ken Peterson","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/c1c71893240aaca8691086e8937ee027?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/c1c71893240aaca8691086e8937ee027?s=96&d=mm&r=g","caption":"Ken Peterson"},"description":"Ken has 20 years of customer experience research in retail, technology, hospitality, financial services, automotive, SaaS deployments, and CX consultation.","url":"https:\/\/www.questionpro.com\/blog\/author\/ken\/"}]}},"featured_image_src":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/11\/CW-Blog-Posts-2-min.png","featured_image_src_square":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/11\/CW-Blog-Posts-2-min.png","author_info":{"display_name":"Ken Peterson","author_link":"https:\/\/www.questionpro.com\/blog\/author\/ken\/"},"_links":{"self":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/114138"}],"collection":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/users\/46"}],"replies":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/comments?post=114138"}],"version-history":[{"count":0,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/114138\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/media\/114139"}],"wp:attachment":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/media?parent=114138"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/categories?post=114138"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/tags?post=114138"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}