{"id":117804,"date":"2021-03-16T21:09:34","date_gmt":"2021-03-17T04:09:34","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=117804"},"modified":"2021-03-16T21:09:34","modified_gmt":"2021-03-17T04:09:34","slug":"weathering-the-storm","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/weathering-the-storm\/","title":{"rendered":"Weathering the Storm"},"content":{"rendered":"<p><b>A Storm Creating a CX Storm<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This past weekend, I was in my old hometown awaiting my family to join me for spring break and an opportunity to say hello and goodbye to friends, an opportunity they missed last year amid COVID-19 and our move.\u00a0 I made my way to our destination ahead of my family to take care of some business ahead of the break.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Unfortunately, the weather had other plans.\u00a0 As a winter storm moved in, flights were cancelled, stores closed along with highways and our ski trip was in peril.\u00a0 Such is travel, particularly during the early springtime in Colorado.\u00a0 I had already arrived, my family was still at home.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The airline notified us promptly, we were able to make the appropriate arrangements with our hotel reservations without penalty and even our ski reservations &#8211; necessary due to the pandemic &#8211; were changed to accommodate our new flights.<\/span><\/p>\n<p><b>Is that Customer Experience success?<\/b><\/p>\n<p><span style=\"font-weight: 400;\">This seems like an open-and-shut case of positive <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/\"><span style=\"font-weight: 400;\">customer experience<\/span><\/a><span style=\"font-weight: 400;\"> despite the difficult circumstances.\u00a0 Proactive communications, empathy regarding our travel circumstances and I even received surveys about the process offering me the opportunity to give feedback.\u00a0 As I frequently write about, this is what I want to see as a customer experience consultant.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here is where you might think this story takes a twist, and you would be correct.\u00a0 Probably not in the way you would expect either.\u00a0 My hotel where I am set to weather out this storm does not have a lot next to it.\u00a0 Just a hospital, a major road and a major highway.\u00a0 Those must remain open during the storm.\u00a0 Everything else is closed, except for a convenience store.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As I ventured out before the storm turned worse, I stopped to get a few things to get me through the next couple of days of isolation.\u00a0 I expected an employee that was already tired, expecting long hours over the next few days and frustrated being one of the few businesses open during the crisis.\u00a0 Instead, I found an employee with abundant energy and enthusiasm.\u00a0 Curious as to what kept him so upbeat, he explained the situation to me.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The owner of the store asked for volunteers to work during the storm and offered them overtime pay for any time during the weather advisory.\u00a0 To keep them safe, he reserved a block of rooms at the hotel next to the store so employees did not have to commute in the treacherous conditions.\u00a0 He even encouraged them to bring family and would book rooms with two beds for them.\u00a0 The employee was ecstatic, in his own words he gets a stay-cation, and the first time away from home since the pandemic &#8211; and gets paid for it.\u00a0\u00a0<\/span><\/p>\n<p><b>Repeating myself&#8230;but worth repeating<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Each time I bring up a story like this, I feel as if I am repeating myself.\u00a0 However, stories like this emphasize the importance of having a good <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/why\/cx-strategy.html\"><span style=\"font-weight: 400;\">CX Strategy<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0 It isn\u2019t just about a focus on <\/span><a href=\"https:\/\/www.questionpro.com\/nps-plus\/\"><span style=\"font-weight: 400;\">NPS<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/csat.html\"><span style=\"font-weight: 400;\">Customer Satisfaction<\/span><\/a><span style=\"font-weight: 400;\"> or another measure.\u00a0 We have to have a way to get there.\u00a0 That will always include an element of the <\/span><a href=\"https:\/\/www.questionpro.com\/workforce\/\"><span style=\"font-weight: 400;\">employee experience<\/span><\/a><span style=\"font-weight: 400;\">, keeping those happy that keep customers happy.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It works in a cycle &#8211; happy employees can make happy customers, which in turn makes the employees happy.\u00a0 It builds up like a storm, and keeps delivering &#8211; so let me just say, \u201clet it snow\u201d.\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>A Storm Creating a CX Storm This past weekend, I was in my old hometown awaiting my family to join [&hellip;]<\/p>\n","protected":false},"author":46,"featured_media":116736,"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":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Weathering the Storm | QuestionPro<\/title>\n<meta name=\"description\" content=\"This past weekend, I was in my old hometown awaiting my family to join me for spring break. 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