{"id":117947,"date":"2021-03-23T05:30:48","date_gmt":"2021-03-23T12:30:48","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=117947"},"modified":"2021-03-23T05:30:48","modified_gmt":"2021-03-23T12:30:48","slug":"requiring-perfection","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/requiring-perfection\/","title":{"rendered":"Requiring Perfection"},"content":{"rendered":"

The Perfect 10<\/b><\/h2>\n

When I think about the \u201cPerfect 10\u201d, my mind goes back to when I was younger and watching <\/span>Mary Lou Retton<\/span><\/a> in the 1984 Olympics get a perfect score on the vault to narrowly win the gold medal.\u00a0 In the modern Olympic games there have been well over 5,000 gymnasts that have participated, yet there have been fewer than 50 perfect scores.\u00a0 That is fewer than 1%.\u00a0\u00a0<\/span><\/p>\n

While visiting my old hometown last week, I had the opportunity to catch up with a friend who mentioned that he had just accomplished a month where every CX score he received was a 10.\u00a0 He had a perfect score for the entire month, the first time he\u2019s attained that mark in the year he has been with that company.\u00a0\u00a0<\/span><\/p>\n

When I mentioned that he should be proud of such an accomplishment, he responded that it was more relief.\u00a0 He was one of the short list of individuals in the firm that had not achieved the perfect score in the past year and the pressure was on to attain that goal.\u00a0\u00a0<\/span><\/p>\n

Pressure: Diamonds or Coal<\/b><\/p>\n

We all know that when carbon is subjected to pressure, it can undergo physical changes. Depending on the pressure, temperature and purity of the carbon you can end up with either a diamond or a lump of coal.\u00a0 I think most would rather have the diamond, but there is a reason there were only 31 short tons of diamonds produced in 2019 versus 706 <\/span>million<\/span> short tons of coal.\u00a0 A diamond is rare, it requires perfect circumstances, no impurities along with an abundance of pressure and time, then after they are formed they are usually brought closer to the surface through a volcanic explosion.\u00a0\u00a0<\/span><\/p>\n

That pressure towards perfection can have mixed results.\u00a0 It is the same way when setting goals surrounding <\/span>customer experience<\/span><\/a>.\u00a0 If the goal is simply perfection, you\u2019re certain to get coal as a result.\u00a0 It is not unattainable, but if you think you can just apply pressure to achieve it, you are forgetting that you need to consider the purity (truly believing in a <\/span>CX Strategy<\/span><\/a>) and the time needed to achieve the results.\u00a0 This will ultimately put all the pressure on the delivery team, and that will certainly have an impact on the <\/span>employee experience<\/span><\/a>.\u00a0 You may end up with the occasional sparkle, but you\u2019ll usually be left with a lump of coal.<\/span><\/p>\n

Building Success with Imperfection<\/b><\/p>\n

In this particular situation, despite the success this month, my friend had already made the decision to find a new role, and felt that many others would probably see themselves out through a revolving door of turnover at this company.\u00a0 It is a cautionary tale that, even when you think you are doing correctly, you may be overlooking a key element that introduces impurity.<\/span><\/p>\n

One the other hand, you can actually build a world-class customer experience with imperfection.\u00a0 Sometimes you will fail the customer, however that failure can be recovered with <\/span>closed-loop feedback<\/span><\/a>, which can actually improve the relationship between your company and that customer despite the mis-step.\u00a0 Pressure applied correctly to employees with positive reinforcement and a clear vision can build a culture that revolves around the customer, yet recognizes that it takes collaboration – not competition – to keep the standards at the highest level for the customer.\u00a0\u00a0<\/span><\/p>\n

If the focus is only on <\/span>NPS<\/span><\/a> or <\/span>CSAT<\/span><\/a>, then you are likely missing opportunities to dig for diamonds while you keep harvesting coal.\u00a0 A diamond takes purity, time and pressure – all in the very precise amounts.\u00a0 Do it right if you want your CX to shine and sparkle.<\/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":"

The Perfect 10 When I think about the \u201cPerfect 10\u201d, my mind goes back to when I was younger and […]<\/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":"\nRequiring Perfection | QuestionPro<\/title>\n<meta name=\"description\" content=\"When I think about the \u201cPerfect 10\u201d, my mind goes back to when I was younger and watching Mary Lou Retton in the 1984 Olympics get a perect score!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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