{"id":127819,"date":"2022-01-11T11:53:22","date_gmt":"2022-01-11T19:53:22","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=127819"},"modified":"2023-01-23T11:30:42","modified_gmt":"2023-01-23T11:30:42","slug":"tuesday-morning-cx-thoughts-the-problem-with-hawaii","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-the-problem-with-hawaii\/","title":{"rendered":"The problem with Hawaii &#8211; Tuesday CX Thoughts"},"content":{"rendered":"<h2>So Much To See, So Little Time<\/h2>\n<p><span style=\"font-weight: 400;\">The past few weeks have been interesting here where I live. Instead of the tropical sunshine that visitors flock to during their winter breaks, it has been a complete wash &#8211; raining nearly every day between Christmas and New Year. Many days included flash flood warnings, not a great time for those hoping to warm up a little bit.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Fortunately for the many visitors, the last three days before the traditional end of winter breaks brought some amazing weather that we\u2019d expect here in Hawaii.&nbsp; Sunshine and blue sky along with a holiday weekend brought traffic.&nbsp; And a lot of it. Everyone is trying to squeeze in a few activities or pictures to make up for all the time missed.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On one of those days, I rounded a corner near the water and saw something majestic and amazing. Against the backdrop of the beautiful volcanic oceanside cliffs, a small pod of whales in the ocean included a baby whale that was breaching the surface and blowing out the water.&nbsp; <\/span><\/p>\n<p><span style=\"font-weight: 400;\">I quickly pulled into a scenic lookout into the last available parking space hoping to get a quick picture or video.&nbsp; While they were still engaged in the activity, they were a little too far away from me to get a good picture.&nbsp;&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As I lamented to the stranger next to me that I wasn\u2019t able to get a picture before they moved away from the shoreline, he commented something along the lines of \u201cthere are no whales in Hawaii\u201d. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">In fact, as I looked around, no one had noticed the whales. Many were busy taking group pictures against the backdrop of the oceanside cliffs and a few were busy hopping from rock to rock. Within my view, there was not one person tracking this unique sight because they were all busy focused on something else.&nbsp;&nbsp;<\/span><\/p>\n<h2>Can\u2019t See the Forest for the Trees<\/h2>\n<p><span style=\"font-weight: 400;\">I had heard the expression \u201cCan\u2019t see the forest for the trees\u201d so many times growing up &#8211; probably pretty popular where I lived since we had forests and wilderness areas surrounding us. It was one of those expressions I had heard a lot but didn\u2019t use.&nbsp; To me, it conveyed a certain lack of vision in the person it applied to. However, as I watched this scene unfold in front of me, it was all that came to mind. They were so busy trying to see everything, that they missed something great. Their mind was on a singular goal.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Too often we do that in <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/\"><span style=\"font-weight: 400;\">customer experience<\/span><\/a><span style=\"font-weight: 400;\"> management programs as well.&nbsp; I\u2019ve seen programs so focused on improving the customer experience scores, that the customer experience does not improve. Especially if the score gets tied to some sort of incentive (I could write a book on the good and bad examples of this practice I\u2019ve seen over my career).&nbsp; It becomes all about convincing a customer that they need to give the top score, perhaps without actually understanding their expectations for <\/span><span style=\"font-weight: 400;\">earning<\/span><span style=\"font-weight: 400;\"> that score or making them feel guilty about a lower score.&nbsp;&nbsp;<\/span><\/p>\n<h2>The CX Forest Conundrum<\/h2>\n<p><span style=\"font-weight: 400;\">Another way we can also be guilty of spending so much time in our Customer Experience Management Platform is that we forget to improve the experience for our customers.&nbsp; Too often there can be such a focus on closing tickets in the <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/closed-loop\/case-management.html\"><span style=\"font-weight: 400;\">customer feedback loop<\/span><\/a><span style=\"font-weight: 400;\"> that the emphasis is on speed to close and counting closed (or open) cases.&nbsp; To me, it is almost like the call center metric of \u201cAverage Handle Time\u201d, well-intentioned but can result in even more negative experiences &#8211; especially if the problem really wasn\u2019t handled correctly.&nbsp;&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">One of the key facets of <\/span><a href=\"https:\/\/www.questionpro.com\/nps-plus\/\"><span style=\"font-weight: 400;\">NPS+<\/span><\/a><span style=\"font-weight: 400;\"> is that anyone can be a churn risk &#8211; even passives.&nbsp; Understanding the churn risk is a key element of clearing away some of the clutter to demonstrate why that score is so important.&nbsp; The other key element in NPS+ is root cause reporting.&nbsp; One can start to look at recurring problems without having to self-diagnose by reviewing all the open-ended comments and spending even more time in the <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/\"><span style=\"font-weight: 400;\">CX enterprise software platform<\/span><\/a><span style=\"font-weight: 400;\"> and not with customers.&nbsp;&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If your <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/why\/cx-strategy.html\"><span style=\"font-weight: 400;\">customer experience strategy<\/span><\/a><span style=\"font-weight: 400;\"> is truly focused on improving the experience of your customers, you\u2019ll need to occasionally remove some of the distractions that block the view of improving their experience.&nbsp; <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Take time to talk to the customer and find ways to make the experience better. <\/span><span style=\"font-weight: 400;\">Only then, will you realize that you might see a pod of whales instead of just a scenic backdrop for your group photos.<\/span><\/p>\n<p class=\"p1\"><b>At QuestionPro, we work on what we believe in.&nbsp;<\/b><a href=\"https:\/\/info.questionpro.com\/meetings\/kenneth-peterson\" target=\"_blank\" rel=\"noopener\"><span class=\"s1\">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<p style=\"text-align: center;\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>What is QuestionPro CX?<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>So Much To See, So Little Time The past few weeks have been interesting here where I live. Instead of [&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":[169,170],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The problem with Hawaii - Tuesday CX Thoughts | QuestionPro<\/title>\n<meta name=\"description\" content=\"If your customer experience strategy is truly focused on improving the experience of your customers, you\u2019ll need to occasionally remove some of the distractions that block the view of improving their experience.\u00a0\" \/>\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-the-problem-with-hawaii\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The problem with Hawaii - Tuesday CX Thoughts | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"If your customer experience strategy is truly focused on improving the experience of your customers, you\u2019ll need to occasionally remove some of the distractions that block the view of improving their experience.\u00a0\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-the-problem-with-hawaii\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2022-01-11T19:53:22+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-01-23T11:30:42+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/02\/CX-thoughts-by-Ken.png\" \/>\n\t<meta property=\"og:image:width\" content=\"992\" \/>\n\t<meta property=\"og:image:height\" content=\"594\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Ken Peterson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Ken Peterson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-the-problem-with-hawaii\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-the-problem-with-hawaii\/\"},\"author\":{\"name\":\"Ken Peterson\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0\"},\"headline\":\"The problem with Hawaii &#8211; 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