{"id":123197,"date":"2021-09-07T07:51:57","date_gmt":"2021-09-07T14:51:57","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=123197"},"modified":"2021-09-07T07:51:57","modified_gmt":"2021-09-07T14:51:57","slug":"tuesday-morning-cx-thoughts-after-labor-day","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-after-labor-day\/","title":{"rendered":"Tuesday Morning CX Thoughts &#8211; After Labor Day"},"content":{"rendered":"<h2><b>Goodbye summer!\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">With Labor Day Weekend behind us, many feel that summer is \u2018unofficially\u2019 over as well.\u00a0 While many schools and universities have started, this three-day weekend which had previously been the day for parades and rallies in support of labor (you can read more about the history of Labor Day <\/span><a href=\"https:\/\/en.wikipedia.org\/wiki\/Labor_Day\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">here<\/span><\/a><span style=\"font-weight: 400;\">) had become the end of summer barbecues and getaways. Even in Hawaii where we have an \u201calways-on\u201d tourism schedule, we see a drop by as much as 25% in visitors.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This shift has me already focusing on the 4th quarter of the year and making numbers, while others are looking at the upcoming holiday sales and students keep the mentality of \u201c3 more months until winter break\u201d.\u00a0\u00a0<\/span><\/p>\n<h2><b>Shifting gears<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">There is also a significant change in the workforce. In retail, hospitality and tourism, those that took summer jobs filled holes created by those that were taking some time off and, more importantly, brought auxiliary staffing.\u00a0 I used to think that this influx of new staff would water down the customer experience.\u00a0 However, after many years of filling in schedule gaps as a summer job, I came to realize that most of those in that role tried harder &#8211; either to get a good reference or in the hopes they could capture that role again the following summer.\u00a0 I noticed this when I started working year-round for that retailer.\u00a0 There were holes on the schedule that left gaps at our busiest times and there were long-term employees that settled back in for the \u2018routine\u2019\u00a0 &#8211; even when it came to <\/span><span style=\"font-weight: 400;\">customer experience management<\/span><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It doesn\u2019t last that long, particularly in holiday-focused sectors as staffing is increased and those looking for a little extra income heading into the holidays help fill some of the scheduling voids.\u00a0\u00a0<\/span><\/p>\n<h2><b>Those scores shouldn\u2019t count<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">One of the more curious things I\u2019ve seen in my time rolling out <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/\"><span style=\"font-weight: 400;\">customer experience management software<\/span><\/a><span style=\"font-weight: 400;\"> is that I\u2019ve had many clients say the scores during this time shouldn\u2019t count. They say this for many reasons: the volume of customers is much higher than usual, it is a mix of temporary and permanent staff, customers get upset for things out of our control such as out-of-stock in-demand items.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While all of these are true, and they generally have a negative impact on things like your <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/npsplus-its-more-than-just-an-nps-score\/\"><span style=\"font-weight: 400;\">NPS<\/span><\/a><span style=\"font-weight: 400;\"> score, it is all the more reason to continue the measurement. Even on the busiest days, it is important to understand <\/span><a href=\"https:\/\/www.questionpro.com\/features\/sentiment-analysis.html\"><span style=\"font-weight: 400;\">customer sentiment<\/span><\/a><span style=\"font-weight: 400;\"> and still be engaged with your <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/closed-loop\/case-management.html\"><span style=\"font-weight: 400;\">closed-loop customer feedback<\/span><\/a><span style=\"font-weight: 400;\"> system.\u00a0 Sure employees might be discouraged when viewing results on the <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/cx-dashboard-features-customizable-widget-and-tracker\/\"><span style=\"font-weight: 400;\">CX manager dashboard<\/span><\/a><span style=\"font-weight: 400;\"> and a post hoc <\/span><span style=\"font-weight: 400;\">analysis<\/span><span style=\"font-weight: 400;\"> of the holiday season might be depressing.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">My point here is &#8211; if these are the things on your mind when you suspend CX measurement &#8211;\u00a0 you are focusing on the score and not on the experience. Gaming a CX score will help no one, it won\u2019t help the company, the customer, or even the employees it is evaluating. It will create analytics that don\u2019t coincide with the business reality, but most importantly, it will communicate to the employees that there are \u201cexceptions\u201d to providing a great customer experience.\u00a0 As soon as one exception is made, others will be sought out.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">I will say this, now that we are past labor day, it is more important to have the right measurement in place and keep it going. An honest approach to measuring the customer experience will be the only way to improve the customer experience.\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>Goodbye summer!\u00a0 With Labor Day Weekend behind us, many feel that summer is \u2018unofficially\u2019 over as well.\u00a0 While many schools [&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>Tuesday Morning CX Thoughts - After Labor Day | QuestionPro<\/title>\n<meta name=\"description\" content=\"Now that we are past labor day, it is more important to have the right measurement in place and keep it going. 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