{"id":123754,"date":"2021-09-20T07:41:54","date_gmt":"2021-09-20T14:41:54","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=123754"},"modified":"2021-09-20T07:41:54","modified_gmt":"2021-09-20T14:41:54","slug":"tuesday-morning-cx-thoughts-special-treatment","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-special-treatment\/","title":{"rendered":"Tuesday Morning CX Thoughts \u2013 Special Treatment"},"content":{"rendered":"

The weekend stay-cation<\/em><\/b><\/h2>\n

Over the weekend I got to be a visitor in my home state. To celebrate my son\u2019s 16th birthday, he wanted to take a trip to \u201canother county\u201d which happens to be a few islands away. He had some requests for a few attractions he wanted to visit along with a couple eateries that were high on his list. To make it a little more special, we opted to go all-in at a very nice resort hotel. It is something we wouldn\u2019t normally do for traveling within the same state, but we won\u2019t have another 16th birthday in our family and, after all, it is Maui.<\/span><\/p>\n

I noticed the difference between prior visits purely as an out-of-state tourist versus this most recent trip. Due to some pandemic restrictions, I had to show my identification at many places I normally wouldn\u2019t need to do so. It actually started in a place where I have to do that – the hotel check-in.<\/span><\/p>\n

I was getting welcomed much the same way I have been welcomed at many hotels. As soon as I shared my identification stating that I live in the state, the tone changed – and in a good way.\u00a0 Suddenly I was given hints that only someone local would know. I was given some extra credits to spend at the resort. I even got a slight room upgrade. All things within the power of the front desk, but recognized immediately after my status as <\/span>kama\u2018\u0101ina<\/span><\/a> was noticed.<\/span><\/p>\n

Making it special<\/b><\/h2>\n

Let me start by first saying that they made the weekend all that much more special. The combination of my status with the hotel, the birthday celebration, and my residency combined to make up quite a few extra benefits. As I rolled through the weekend, I continued to think about people I know that would enjoy this. Almost like the wave of a magic wand (or a state identification) and I\u2019m suddenly seeing things the most people don\u2019t get to experience. It has happened before when speaking with someone in Waikiki, as soon as I identified myself as a resident, they talked to me in a different, less \u201ctouristy\u201d tone. In each case, making it special for me.<\/span><\/p>\n

Really, that should be our goal with customer experience<\/span>, build experiences that people want to come back for. As Shep Hyken recently lamented in a <\/span>post<\/span><\/a>, what if your experience was so good, people would pay for the privilege just to stand in line for that experience.\u00a0\u00a0<\/span><\/p>\n

Why is customer experience a differentiator?<\/b><\/h2>\n

I am certainly not the first person to say this, but your c<\/span>ustomer experience strategy<\/span> should be about all these things. You can have the best customer experience management platform<\/a><\/span>, like QuestionPro, and measure every <\/span>CX touchpoint<\/span><\/a>. You can even use innovative features like our exclusive <\/span>NPS+<\/span><\/a> then include standard features like <\/span>closed-loop tools<\/span><\/a> and <\/span>customer sentiment analysis<\/span><\/a>. When it comes to all these, you\u2019ll have the support you need to make decisions.<\/span><\/p>\n

However, when we look at the difference-maker, it will always be the front-line employee. In my case, it was the front desk receptionist at the hotel. It can also be the cashier at the grocery store. It can even happen in the B2B space. The key is to have both empowered and informed employees. When an employee is able to be a difference-maker, they undoubtedly will be.\u00a0<\/span><\/p>\n

At QuestionPro, we work on what we believe in.\u00a0<\/b>Schedule a demo<\/span><\/a> and discover how to boost customer loyalty and collect valuable consumer insights through our CX survey and analytics management platform.<\/p>\n

Get in touch with us and we’ll help you collect valuable feedback in no time.<\/strong><\/a>\u00a0<\/span><\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

The weekend stay-cation Over the weekend I got to be a visitor in my home state. To celebrate my son\u2019s […]<\/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":"\nTuesday Morning CX Thoughts \u2013 Special Treatment | QuestionPro<\/title>\n<meta name=\"description\" content=\"I was getting welcomed much the same way I have been welcomed at many hotels. 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