{"id":120469,"date":"2021-07-13T00:49:46","date_gmt":"2021-07-13T07:49:46","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=120469"},"modified":"2023-09-06T10:12:21","modified_gmt":"2023-09-06T10:12:21","slug":"tuesday-morning-cx-thoughts-the-promotion","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-the-promotion\/","title":{"rendered":"Tuesday Morning CX Thoughts – The Promotion"},"content":{"rendered":"\n

Some stories stick with you<\/h2>\n\n\n\n

Like many, I had my first taste of a vacation and what it might be like post-COVID.  It was only a few days, revolved completely around my kids and was interrupted frequently by work.  It has been a while since I got to hit the open road (there isn\u2019t much of that where I live anyhow) and just went out to enjoy some sights and attractions.<\/span><\/p>\n\n\n\n

On the flip side, there were plenty of travel pitfalls that you tend to forget about until you are back to them.  Flight disruptions, overwhelmed customer service agents, waits for in-demand rental cars and hotel rooms that haven\u2019t thoroughly been cleaned.  <\/span><\/p>\n\n\n\n

Despite all those bumps in the proverbial (and literal) road, there was one story that stood out to me this week amongst all my travels insofar that I ended up visiting a business twice that I had avoided for years.  <\/span><\/p>\n\n\n\n

The many faces of advocacy  <\/span><\/h2>\n\n\n\n

It really comes down to some events of my Saturday evening.  As I got in nearly four hours later than expected to my old hometown, I was rushing about to prepare for the weeks\u2019 events.  For me it was settling into the hotel to work for the week, for the kids it was making plans to visit with friends, many of whom they hadn\u2019t seen since the outbreak of the pandemic.  <\/span><\/p>\n\n\n\n

As I came across the third store for which I was looking for a specific product – something I can\u2019t get on the islands – I was disappointed to see it wasn\u2019t available for the third time.  With a casual comment to the person next to me, he smiled back and told me he couldn\u2019t find what he was looking for either – but that nothing was going to bring his spirits down.  Inquiring further, he told me he just finished up his shift and received word that he was promoted for all his efforts during the pandemic, living up to a promise that was made to him.  I was so impressed with the amount of joy he was expressing, and it really made me smile that I was the second person with whom he shared this news, the first being his girlfriend that picked him up from work.  A short conversation turned into ten minutes of sharing experiences working with retailers and some of the many lessons learned.<\/span><\/p>\n\n\n\n

At the end of this conversation, despite knowing that I certainly have the means, he insisted that he buy my purchase.  It was only one bottle of water, but for him it was like buying a round of drinks for everyone in the convenience store.  <\/span><\/p>\n\n\n\n

As we parted ways, he said to me \u201cyou should stop in at <\/span>my<\/span> store, I think we have what you\u2019re looking for\u201d.  It was \u201cmy\u201d that caught my attention: he embraced it as his, smiled when he talked about it and – most importantly – was an advocate for his store. <\/span><\/p>\n\n\n\n

CX and EX have strong ties<\/h2>\n\n\n\n

It is sometimes easy to see things only from the perspective from which we know them.  We all have our own definitions for \u201c<\/span>customer experience<\/span><\/a>\u201d, \u201cloyalty\u201d and even \u201c<\/span>employee experience<\/span><\/a>\u201d.  They are shaped and formed by our individual experiences – both good and bad.  Even more nuanced, some experiences we take for granted.  <\/span><\/p>\n\n\n\n

When I look at customer experience, I frequently talk about things such as <\/span>NPS+<\/span><\/a>, <\/span>dashboards<\/span><\/a> and <\/span>closed-loop feedback<\/span><\/a>. They are a key part of the <\/span>CX Strategy<\/span><\/a> just as much as the little details we don\u2019t frequently discuss like <\/span>reporting hierarchy<\/span><\/a> and <\/span>custom variables<\/span><\/a>.<\/span><\/p>\n\n\n\n

Customer Experience is ultimately about a promise made to customers and the delivery of those experiences by the Employees.\u00a0 When all of them are working together, it can create an extremely positive outcome.\u00a0 In this situation, this employee\u2019s advocacy of his company resulted in me visiting and finding what I was looking for.\u00a0 Since then, I\u2019ve added one more visit because I needed something else, and it was a chance to repay his kindness by patronizing \u201chis\u201d store.\u00a0<\/span><\/p>\n\n\n\n

Learn More: Customer Advocacy<\/a><\/p>\n\n\n\n

Looking to deliver an exceptional customer experience with QuestionPro CX<\/a>?<\/strong> Discover more about how to delight your customer at every touchpoint and turn them into brand advocates.<\/p>\n\n\n\n