{"id":127910,"date":"2022-01-18T11:50:19","date_gmt":"2022-01-18T19:50:19","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=127910"},"modified":"2023-01-23T11:14:40","modified_gmt":"2023-01-23T11:14:40","slug":"tuesday-morning-cx-thoughts-how-could-you-not-know","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-how-could-you-not-know\/","title":{"rendered":"How could you NOT know &#8211; Tuesday CX Thoughts"},"content":{"rendered":"<h2>Organizational Dysfunction<\/h2>\n<p><span style=\"font-weight: 400;\">No organization, large or small, is perfect.&nbsp; I know some organizations &#8211; even some of our competitors &#8211; that would claim they are, but they are not.&nbsp; Otherwise, they would have 100% of the market share.&nbsp; Even some charitable organizations with the greatest of intentions have flaws.&nbsp; Some try harder to fix those problems, others try to just cover them up and there are the select few that hope the issues will go away.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With that context in mind, my intention is not to call out anyone in the service space.&nbsp; However, a recent experience at a very large chain fast-food restaurant had me wondering in which way they address their issues.&nbsp;&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">My local outlet has its quirks &#8211; a little local styling, a laid-back attitude, and the occasional supply-chain problem that comes with living on an island that is 4000 kilometers away from our shipping source.&nbsp; On a recent visit, I made an order on the brand\u2019s app for pickup.&nbsp; It always has the \u201cin-store\u201d option as not available, so I went with my standard \u201cdrive-thru\u201d option.&nbsp; Upon arriving, however, I found the drive-thru lane blocked off, so I parked to go inside the location (which would be my preference anyhow if that were an option on the app).&nbsp;&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When I walked inside, things got interesting.&nbsp; I was told I could not pick up my order in the store, only in the drive-thru which I could not access.&nbsp; I was told I would need to re-order everything with the cashier.&nbsp; Asking about cancelling my drive-thru order (for which I had already paid), they handed me a pre-written slip (from a small stack) with a phone number on it to request the refund for the purchase they weren\u2019t able to fulfill.&nbsp; Seems like they\u2019ve been through this before.&nbsp;&nbsp;<\/span><\/p>\n<h2>\u201cFirst Time Hearing About This?\u201d<\/h2>\n<p><span style=\"font-weight: 400;\">Despite my observation that this might be a common problem, I had already expected some challenges in getting my duplicate charge removed.&nbsp; This is where the real fun begins.&nbsp; I called the phone number that the store provided to me.&nbsp; While on hold (which fortunately lasted less than 10 minutes), instead of traditional (and usually annoying) \u201chold\u201d music, I was subjected to a barrage of advertisements about new products and using their brand for my next party.&nbsp; Upon finally reaching someone, I explained the situation in greater detail than above.&nbsp; The response:&nbsp; \u201cThis is the first time I\u2019ve heard about a problem like this\u201d.&nbsp; I was then directed to go online and complete a form to get this issue addressed &#8211; and that ended my first call.&nbsp;&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">I was shocked to hear that it was \u201cthe first time\u201d, but that they also had a process for this &#8211; cue my skepticism.&nbsp; The online form was simple enough until I got to the section where I was to describe the problem.&nbsp; It requested that I give full details on the concern I wanted them to address, but I was limited to 250 characters. If you\u2019ve ever read an email from me, I have a difficult time keeping it under 2000 characters, and that is even if I\u2019m just answering with approval.&nbsp; After nearly 20 minutes of completing the form and trying to detail my concern at the length of a tweet, I submitted the form and the confirmation page stated \u201cYour issue cannot be addressed here.&nbsp; Please call 800-XXX-XXXX\u201d &#8211; the same number I called previously.&nbsp;&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This call, my hold time was much longer.&nbsp; After nearly a half-hour passed and I was connected with someone, I described my issue and the added inputs regarding the online form, after a pause the response was:&nbsp; \u201cThis is the first time I\u2019ve heard about a problem like this\u201d.&nbsp; This person then said I would need to go online and fill out this form.&nbsp; When I mentioned that I had already done so and that it directed me to call this number, I was asked to wait on hold.&nbsp; Upon returning to the phone, the representative stated that they would not be able to help me and that I would need to wait for a response from the form I submitted.&nbsp;&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">At this point, I have decided that I\u2019m giving up on getting my $9 back as I\u2019m already losing in my personal break-even analysis given my investment of nearly 45 minutes of time.<\/span><\/p>\n<h2>&nbsp;How Will They Know?<\/h2>\n<p><span style=\"font-weight: 400;\">While I really do not believe that it is the \u201cfirst time\u201d they have encountered this problem &#8211; especially since they seemed to know exactly what they wanted me to do once I explained it, my bigger concern is for the many others that will undoubtedly come across the same run-around.&nbsp; I know this company does <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/top-10-tips-design-perfect-customer-experience-survey\/\"><span style=\"font-weight: 400;\">customer experience surveys<\/span><\/a><span style=\"font-weight: 400;\">, but I did not receive the randomly selected invitation for this experience, nor do I expect that I\u2019ll get one for the other contact <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-touchpoints\/\"><span style=\"font-weight: 400;\">touchpoints<\/span><\/a><span style=\"font-weight: 400;\"> I engaged with &#8211; that is even assuming they measure across the entire <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-dashboard\/\"><span style=\"font-weight: 400;\">customer journey<\/span><\/a><span style=\"font-weight: 400;\">.&nbsp;&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Will anyone know that these problems are occurring?&nbsp; Will a <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/closed-loop\/case-management.html\"><span style=\"font-weight: 400;\">ticket<\/span><\/a><span style=\"font-weight: 400;\"> be raised so that a systemic concern will be fixed, never mind my personal situation?&nbsp; Is it just part of their organizational response simply to state that this is \u201cthe first time\u201d they are hearing about a problem?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A good <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/why\/cx-strategy.html\"><span style=\"font-weight: 400;\">CX strategy<\/span><\/a><span style=\"font-weight: 400;\"> will be more than just implementing a <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/\"><span style=\"font-weight: 400;\">Customer Experience Management Platform<\/span><\/a><span style=\"font-weight: 400;\"> for a single touchpoint.&nbsp; I should be a rallying point for the organization.&nbsp; The reason a simplistic measure like our <\/span><a href=\"https:\/\/www.questionpro.com\/nps-plus\/\"><span style=\"font-weight: 400;\">QuestionPro NPS+<\/span><\/a><span style=\"font-weight: 400;\"> should be implemented is so everyone has accountability across a common view.&nbsp; And the use of <\/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;\"> should not be punitive, rather closure on tickets (or the lack of) should be the standard an organization uses to assess efforts to enhance the customer experience.&nbsp;&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For now, I\u2019m just hoping against all hope that the next person that contacts the brand about a problem just like mine doesn\u2019t hear \u201cThis is the first time I\u2019ve heard about a problem like this\u201d.&nbsp;<\/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&nbsp;<\/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\">&nbsp;today.<\/span><\/p>\n<p style=\"text-align: center;\"><a class=\"btn blogcta\" href=\"https:\/\/info.questionpro.com\/meetings\/kenneth-peterson\" target=\"_blank\" rel=\"noopener\">Book demo<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Organizational Dysfunction No organization, large or small, is perfect.&nbsp; I know some organizations &#8211; even some of our competitors &#8211; [&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>How could you NOT know - Tuesday CX Thoughts | QuestionPro<\/title>\n<meta name=\"description\" content=\"I\u2019m just hoping against all hope that the next person that contacts the brand about a problem just like mine doesn\u2019t hear \u201cThis is the first time I\u2019ve heard about a problem like this\u201d.\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-how-could-you-not-know\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How could you NOT know - Tuesday CX Thoughts | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"I\u2019m just hoping against all hope that the next person that contacts the brand about a problem just like mine doesn\u2019t hear \u201cThis is the first time I\u2019ve heard about a problem like this\u201d.\u00a0\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-how-could-you-not-know\/\" \/>\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=\"2022-01-18T19:50:19+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-01-23T11:14:40+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=\"5 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-how-could-you-not-know\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-how-could-you-not-know\/\"},\"author\":{\"name\":\"Ken Peterson\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0\"},\"headline\":\"How could you NOT know &#8211; 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