{"id":119484,"date":"2021-06-29T04:52:05","date_gmt":"2021-06-29T11:52:05","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=119484"},"modified":"2024-05-23T22:49:47","modified_gmt":"2024-05-24T05:49:47","slug":"tuesday-morning-cx-thoughts-confession-of-a-cx-researcher","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-confession-of-a-cx-researcher\/","title":{"rendered":"Tuesday Morning CX Thoughts – Confession of a CX Researcher"},"content":{"rendered":"

Attention To Detail Is Everything…Unless\u2026<\/b><\/h2>\n

I am very fortunate in that I really like the work that I do in <\/span>customer experience (CX)<\/span><\/a>.\u00a0 I have both mathematics and an operations background.\u00a0 The analytical side of me does enjoy getting data and discovering those hidden insights.\u00a0 However, my operations background tends to win my attention as I like solving operational problems for my clients – and also internally.<\/span><\/p>\n

My confession: I really enjoy putting together a great foundation and framework, but getting into all the details requires me to focus only on that one thing for an extended period of time to work out every detail, otherwise I\u2019ll get distracted by the next challenge.\u00a0\u00a0<\/span><\/p>\n

A principle of our founder is \u201c80% done in 3 days is better than 100% in 3 weeks\u201d.\u00a0 Of course, this statement can be read in several different ways, and some may disagree, however, I find this to be a good construct for approaching work with my clients.\u00a0<\/span><\/p>\n

Failure is Inevitable<\/b><\/h2>\n

I can explain my reasoning simply, and it comes from my operations experience.\u00a0 Getting \u201c80% done in 3 days\u201d provides the following benefits:<\/span><\/p>\n

    \n
  1. It is an interim milestone and demonstrates progress<\/span><\/li>\n
  2. It is an opportunity to pause for client feedback<\/span><\/li>\n<\/ol>\n

    Those checkpoints along the way are critical for both me and the client.\u00a0 If I disappeared for three weeks putting my head down to get something out at 100%, then I suddenly have a nervous client wondering if I\u2019m making progress.\u00a0 On my part, I\u2019ve had my share of producing a product a couple weeks later that meets the specifications of a statement-of-work, but then didn\u2019t capture the unwritten needs of the client.\u00a0 As such, you can see why attempting \u201c100% in 3 weeks\u201d will fail.\u00a0\u00a0<\/span><\/p>\n

    However, even \u201c80% done in 3 days\u201d will fail.\u00a0 Why? Because anyone looking at an unfinished product will have concerns.\u00a0 Imagine me out your CX solution on our QuestionPro platform. I have added all the questions you want to ask, constructed the <\/span>custom variables<\/span><\/a> & <\/span>reporting hierarchy<\/span><\/a> that will be used for filtering dashboards, and even setup notifications for <\/span>closed-loop feedback<\/span><\/a>.\u00a0<\/span><\/p>\n

    That is quite a bit of progress at that 3-day checkpoint, but what if the client’s concern was seeing the <\/span>manager dashboards<\/span><\/a>? At that point, there will be concerns again.\u00a0 Are we heading in the right direction?\u00a0 Why wasn\u2019t that part done first?\u00a0 Can I see that on day 4?\u00a0\u00a0\u00a0<\/span><\/p>\n

    Maybe I should have just delivered \u201c100% in 3 weeks\u201d.\u00a0<\/span><\/p>\n

    The Right Approach<\/b><\/h2>\n

    Regardless of the efforts put in, there will always be a slight disconnect between customers\u2019\/clients\u2019 expectations and what we deliver.\u00a0 The root cause can be a disconnect between the marketing\/sales, sales\/delivery, delivery\/account management, or simply a misunderstanding with how the client sees the process.<\/span><\/p>\n

    If we were to look at that statement \u201c80% in 3 days versus 100% in three weeks\u201d, then what is the correct approach?\u00a0 In a word – communication.\u00a0 Failure will happen even with the best planned approach.\u00a0 Expectations will vary wildly between stakeholders and customers.\u00a0 And I can admit, sometimes I just get distracted by the next bright and shiny object – it\u2019s ok to admit, we all have done that at one time or another.\u00a0\u00a0<\/span><\/p>\n

    Whether you\u2019re in a B2B environment or a B2C service offering, the single most important thing is \u201ccommunication\u201d.\u00a0 It is why we <\/span>conduct surveys with customers<\/span><\/a> in the first place – to give them an outlet to communicate with us, even if the customer doesn\u2019t realize a touchpoint journey has been completed.\u00a0\u00a0<\/span><\/p>\n

    QuestionPro offers some of the most advanced customer experience tools<\/a> 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":"

    Attention To Detail Is Everything…Unless\u2026 I am very fortunate in that I really like the work that I do in […]<\/p>\n","protected":false},"author":46,"featured_media":0,"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":"\nTuesday Morning CX Thoughts - Confession of a CX Researcher | QuestionPro<\/title>\n<meta name=\"description\" content=\"Attention To Detail Is Everything...Unless\u2026 I am very fortunate in that I really like the work that I do in customer experience (CX).\u00a0 I have both\" \/>\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\/tuesday-morning-cx-thoughts-confession-of-a-cx-researcher\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tuesday Morning CX Thoughts - Confession of a CX Researcher | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Ken Peterson talks about delivering products "80% in 3 days vs. 100% in 3 weeks", managing customer expectations and offering a good experience. 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