{"id":117176,"date":"2021-02-23T03:37:26","date_gmt":"2021-02-23T11:37:26","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=117176"},"modified":"2021-02-23T03:37:26","modified_gmt":"2021-02-23T11:37:26","slug":"building-a-great-culture","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/building-a-great-culture\/","title":{"rendered":"Building a great culture"},"content":{"rendered":"

What Bothers Customers?<\/b><\/p>\n

One Instant Answers poll that came across my desk last week was directly related to CX.\u00a0 [Note: If you don\u2019t know about <\/span>QuestionPro Instant Answers<\/span><\/a>, you should reach out to <\/span>Tim Cornelius<\/span><\/a>].\u00a0 There are quite a few takeaways from the results, certainly I think we all get frustrated with long wait times – in a line, on the phone or waiting for our delivery.\u00a0 Time is something we never get back, so it doesn\u2019t surprise me that it leads in such a poll.\u00a0 It is also a pain point that can often be fixed operationally – either through an improved process or appropriate staffing levels.\u00a0\u00a0<\/span><\/p>\n

I also found it interesting that nearly one in five feel there is too much automation and not enough human interaction in business transactions.\u00a0 Especially coming off a year in which our interactions were limited during the pandemic.\u00a0\u00a0<\/span><\/p>\n

It didn\u2019t come in first place, but what caught my attention most was that one in four tagged rude or angry employees.\u00a0\u00a0<\/span><\/p>\n

\"Nearly<\/p>\n

Why Are Employees Rude?<\/b><\/p>\n

I have enjoyed many fascinating conversations about this.\u00a0 If I take Long Wait Time and Automation, there is a cost component to each of those.\u00a0 Increased staffing costs money, automation saves money long term – and they can still be controlled with process.\u00a0 Rude and angry employees, on the other hand, are costing you in multiple ways.\u00a0 Disgruntled employees can drive away customers ($$$), they can drive away other employees ($$), they can be behind decreases in efficiency ($$) and will likely eventually leave with the need for a replacement ($).\u00a0\u00a0<\/span><\/p>\n

However, there are processes that can even improve the annoyance of rude or angry employees.\u00a0 Beyond the basics of implementing a full scale <\/span>employee experience<\/span><\/a> program, a company that invests in those other two areas can actually help eliminate that problem.\u00a0 There is always a balance – two manys rules and processes intended to \u201cimprove the experience\u201d can actually have the opposite effect.\u00a0 Not enough, and there are no protocols in place to best serve the customer.\u00a0 When I look at my formal training in operations management, it is all about optimization.\u00a0\u00a0<\/span><\/p>\n

CX Optimization<\/b><\/p>\n

When I hear the phrase \u201cCX Optimization\u201d, I know most practitioners and consultants think it is about improving CX scores to perfection.\u00a0 I would sternly disagree with that idea, we don\u2019t want every customer to be completely satisfied.\u00a0 Facetiously, I could state that even if every customer rated a company with a \u201cperfect 10\u201d, that standard for the company could change.\u00a0 At the same time, even if you could delight every customer, would it be profitable?\u00a0 Ultimately, that is what companies are aiming to do.\u00a0 Sometimes customers are not profitable.\u00a0 Sometimes customers create problems for a company.\u00a0 Sometimes customers don\u2019t deserve our best.\u00a0 If we treat every customer as if the same, it will impact the culture.\u00a0\u00a0<\/span><\/p>\n

What comes to mind is the fad of Instagram Influencers – where a \u201ccustomer\u201d may demand free products and\/or services in return for positive mention to their \u201cfollowers\u201d.\u00a0 It also sometimes comes with a threat of a negative review if the business does not capitulate.\u00a0 Each business can decide if the trade-off is worthwhile.\u00a0 While the idea had some momentum, it certainly seems as if it is losing some <\/span>steam<\/span><\/a>.\u00a0\u00a0<\/span><\/p>\n

No matter your opinion on the idea, the current view is that these \u2018customers\u2019 are increasingly not seen as beneficial for the business – and therefore expendable, particularly during this pandemic.\u00a0 In this case it is about optimizing the customer mix – even if the \u201cexperience\u201d might be less than ideal for these customers.\u00a0\u00a0<\/span><\/p>\n

There are many places beyond surveys where CX can be optimized.\u00a0 It was fundamental behind our development of <\/span>NPS+<\/span><\/a>, going beyond measurement and looking at root cause, relating that root cause back to Churn Risk and building ideas through customer co-creation that can solve these problems – not one-off but vetted.\u00a0\u00a0<\/span><\/p>\n

If a firm fails to optimize CX, then they\u2019ll likely continue to suffer from all those problems above – no matter how high their CX scores are.<\/span><\/p>\n

Join the next ConneXt Live! that features Jill Heineck about an industry that is thriving despite the pandemic.\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\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":"

What Bothers Customers? One Instant Answers poll that came across my desk last week was directly related to CX.\u00a0 [Note: […]<\/p>\n","protected":false},"author":46,"featured_media":116708,"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":"\nBuilding a great culture | QuestionPro<\/title>\n<meta name=\"description\" content=\"What Bothers Customers? 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