{"id":115365,"date":"2020-12-15T17:17:31","date_gmt":"2020-12-16T01:17:31","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=115365"},"modified":"2020-12-15T17:17:31","modified_gmt":"2020-12-16T01:17:31","slug":"customer-experience-and-effort","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/","title":{"rendered":"Customer Experience and Effort"},"content":{"rendered":"

Time Zone Questions<\/b><\/p>\n

I have worked remotely for years, long before it was really even considered an option.\u00a0 Having worked for companies based in Europe and living in the Rocky Mountain states certainly provided some scheduling challenges, but I didn\u2019t mind the early hours.\u00a0 I recently moved three time zones further west.\u00a0 I hardly noticed the difference.\u00a0\u00a0<\/span><\/p>\n

In a mentorship discussion, the individual mentioned that he really appreciated that I scheduled it based on his time zone.\u00a0 It led to a deeper discussion of how I always propose times in the invitees’ time zone to make it easy for them to decide, it also leaves little room for misinterpreting the time.\u00a0\u00a0<\/span><\/p>\n

Does this add a little effort on my part?\u00a0 Absolutely, but there are tools that help me. I have lived with two time zones permanently displayed on my calendar.\u00a0 Scheduling apps like <\/span>Calendly <\/span><\/a>support me.\u00a0 I also frequently use time zone converters that are available online.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n

Where Do You Start Helping Your Customers<\/b><\/p>\n

I tend to think this effort all goes mostly unnoticed, certainly it is infrequently mentioned.\u00a0 However, like this case, it is nice to hear someone say they noticed and it is appreciated.\u00a0 I also think of the circumstances where I have not taken these steps.\u00a0 While infrequent, it seems the times where I just offered appointments in my local time zone, confusion ensued.\u00a0 It sometimes would require a few iterations to get it right and occasionally someone will get frustrated.\u00a0 Most often, my smaller effort up front ended up saving me time on the long run.<\/span><\/p>\n

The lesson for me has always been pretty simple, it should not take too much effort for your customer to do business with you.\u00a0 For me, the small effort of scheduling time with me is important to make it easier for my clients to meet with me.\u00a0 A retailer might want to make certain their store hours are up-to-date in places a customer might reference.\u00a0 Even hotels might take an extra step to let customers know of construction that might be happening during their stay that could impact any aspect of their experience.\u00a0\u00a0<\/span><\/p>\n

Little Steps Mean Big Things to Customers\u00a0<\/b><\/p>\n

Last week on <\/span>CX Forums: ConneXt Live!<\/span><\/a>, I had the opportunity to discuss metrics used to capture and better understand the customer experience.\u00a0 One of those discussed was <\/span>Customer Effort Score<\/span><\/a>.\u00a0 By itself, it is just a score.\u00a0 Like any customer experience metric, the score is influenced by the actions.\u00a0 Don\u2019t get me wrong, as I would advocate for the right metric for the right situation (Hint: if you watch, it isn\u2019t always the same one).\u00a0 However, when I think of Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) or even Likelihood to Repurchase, the naming convention is almost too internally facing.\u00a0 I might propose one of the greater benefits of using Customer Effort Score as that it comes back to the idea: Do you make it easy for customers to do business with you?<\/span><\/p>\n

This is not about toilet paper subscriptions, larger parking lots or free trials that convert to automatic payments on credit cards.\u00a0 In fact, it might even be the opposite – can a customer easily cancel a transaction.\u00a0 Perhaps put a hold on that subscription due to travel or economic circumstances.\u00a0 Maybe repurpose part of the parking lot for contactless pickup.\u00a0\u00a0<\/span><\/p>\n

Ultimately, are your policies helping customers to do business with you?\u00a0 Or are they to make it easier for you to get more business from them?\u00a0 How much effort do they have to put in, or will you be willing to take a few small steps towards meeting them halfway?\u00a0 If you aren\u2019t willing to take some of those steps, it may be time to rethink your approach to the customer experience.\u00a0 Perhaps you shouldn\u2019t be using any of those measures and really should be deciding if the customer is really part of that continuous discovery towards making your company better – <\/span>both<\/span> for your stakeholders and your customers.<\/span><\/p>\n

Call To Action<\/b><\/p>\n

Join the next ConneXt Live! that features <\/span>Priscilla McKinney<\/span><\/a>.\u00a0 Learn for 20 minutes and meet eight to ten new people that have similar interests in CX as you.\u00a0 If you enjoyed CX Talks, this new format will prove to be even more engaging, interactive and informative. You can register <\/span>here<\/span><\/a>.\u00a0<\/span><\/p>\n

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>QuestionPro CX software<\/span><\/a>\u00a0today.<\/span><\/p>\n

Book Demo<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Time Zone Questions I have worked remotely for years, long before it was really even considered an option.\u00a0 Having worked […]<\/p>\n","protected":false},"author":46,"featured_media":115366,"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],"tags":[],"yoast_head":"\nCustomer Experience and Effort | QuestionPro<\/title>\n<meta name=\"description\" content=\"The lesson for me has always been pretty simple, it should not take too much effort for your customer to do business with you.\u00a0\" \/>\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\/customer-experience-and-effort\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Experience and Effort | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"The lesson for me has always been pretty simple, it should not take too much effort for your customer to do business with you.\u00a0\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/\" \/>\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=\"2020-12-16T01:17:31+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/12\/CW-Blog-Posts-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"496\" \/>\n\t<meta property=\"og:image:height\" content=\"297\" \/>\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=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/\"},\"author\":{\"name\":\"Ken Peterson\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0\"},\"headline\":\"Customer Experience and Effort\",\"datePublished\":\"2020-12-16T01:17:31+00:00\",\"dateModified\":\"2020-12-16T01:17:31+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/\"},\"wordCount\":752,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"articleSection\":[\"Customer Experience\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/\",\"name\":\"Customer Experience and Effort | QuestionPro\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\"},\"datePublished\":\"2020-12-16T01:17:31+00:00\",\"dateModified\":\"2020-12-16T01:17:31+00:00\",\"description\":\"The lesson for me has always been pretty simple, it should not take too much effort for your customer to do business with you.\u00a0\",\"breadcrumb\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.questionpro.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Customer Experience and Effort\"}]},{\"@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":"Customer Experience and Effort | QuestionPro","description":"The lesson for me has always been pretty simple, it should not take too much effort for your customer to do business with you.\u00a0","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\/customer-experience-and-effort\/","og_locale":"en_US","og_type":"article","og_title":"Customer Experience and Effort | QuestionPro","og_description":"The lesson for me has always been pretty simple, it should not take too much effort for your customer to do business with you.\u00a0","og_url":"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/","og_site_name":"QuestionPro","article_publisher":"https:\/\/www.facebook.com\/questionpro","article_published_time":"2020-12-16T01:17:31+00:00","og_image":[{"width":496,"height":297,"url":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/12\/CW-Blog-Posts-1.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":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/#article","isPartOf":{"@id":"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/"},"author":{"name":"Ken Peterson","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0"},"headline":"Customer Experience and Effort","datePublished":"2020-12-16T01:17:31+00:00","dateModified":"2020-12-16T01:17:31+00:00","mainEntityOfPage":{"@id":"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/"},"wordCount":752,"publisher":{"@id":"https:\/\/www.questionpro.com\/blog\/#organization"},"articleSection":["Customer Experience"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/","url":"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/","name":"Customer Experience and Effort | QuestionPro","isPartOf":{"@id":"https:\/\/www.questionpro.com\/blog\/#website"},"datePublished":"2020-12-16T01:17:31+00:00","dateModified":"2020-12-16T01:17:31+00:00","description":"The lesson for me has always been pretty simple, it should not take too much effort for your customer to do business with you.\u00a0","breadcrumb":{"@id":"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.questionpro.com\/blog\/customer-experience-and-effort\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.questionpro.com\/blog\/"},{"@type":"ListItem","position":2,"name":"Customer Experience and Effort"}]},{"@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\/12\/CW-Blog-Posts-1.png","featured_image_src_square":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/12\/CW-Blog-Posts-1.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\/115365"}],"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=115365"}],"version-history":[{"count":0,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/115365\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/media\/115366"}],"wp:attachment":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/media?parent=115365"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/categories?post=115365"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/tags?post=115365"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}