{"id":436986,"date":"2022-08-16T00:30:38","date_gmt":"2022-08-16T07:30:38","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=436986"},"modified":"2022-08-16T00:30:38","modified_gmt":"2022-08-16T07:30:38","slug":"it-is-hot-out-there-can-i-have-my-refund-tuesday-cx-thoughts","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/it-is-hot-out-there-can-i-have-my-refund-tuesday-cx-thoughts\/","title":{"rendered":"It is HOT out there! Can I have my refund? \u2014 Tuesday CX Thoughts"},"content":{"rendered":"

Charity can be hard work<\/h2>\n

Since I joined QuestionPro, I am thrilled that I not only get time to volunteer, it is encouraged.\u00a0 For the past two years, I have been fortunate enough to volunteer in a very active role at my son\u2019s high school.\u00a0 I enjoy this role on two levels, it is great to spend some time contributing to the local school community and I get to revisit my roots in education as a former classroom instructor.\u00a0 It is a few hours every week, some routine things in helping direct traffic and weekly fundraising activities, then there are also other activities such as helping welcome the new students to their first as I got to do two weeks ago\u2026yes, they start school very early here.<\/span><\/p>\n

From our fundraising arm of the volunteer work, we funded a new air conditioning unit in a classroom that did not fall within the budget for the schools contingency funds.\u00a0 With the consultation from a sales representative of the vendor, we ordered based on specifications. \u00a0 It had arrived in the weeks leading up to school opening and a couple of us volunteered to install it.\u00a0 There we ran into a problem, the plug would not fit in the outlet.\u00a0 When we called back the company that sold it to us, they remained friendly, and offered a solution.<\/span><\/p>\n

That solution, however, could not happen.\u00a0 Instead of offering to replace it with a model with a plug that would fit, their suggestion was to replace the outlet so the plug would fit.\u00a0 Since it would have made a change to the school building that would require additional investment (by other the school or our fundraising arm), a work order approved by the state department of education, solicitation of bids, selection of an electrician and finally the scheduling of the work.\u00a0 All because the sales representative that sold it to us on the basis of \u201cguaranteed specifications\u201d did not want to replace it or refund the purchase price.\u00a0\u00a0<\/span><\/p>\n

Not all responses are good responses<\/h2>\n

If someone asked that sales representative, he probably would have felt he would receive a great score in a <\/span>customer experience<\/span><\/a> survey.\u00a0 If we received that survey from a great <\/span>customer experience software platform<\/span><\/a> like QuestionPro, we probably would end up being a detractor,\u00a0 The sales representative, upon being asked to respond to the <\/span>customer feedback loop<\/span><\/a> in this case, would probably state he did all he could to correct the situation and may feel justified in his response to our concern.\u00a0 The problem is that not every response is a good response.\u00a0\u00a0<\/span><\/p>\n

As you build out a <\/span>customer experience strategy<\/span><\/a> and choose the <\/span>customer experience touchpoints<\/span><\/a> along the <\/span>customer journey<\/span><\/a> that you measure, keep in mind that your customer experience program is more than just setting up your <\/span>CX Enterprise Software<\/span><\/a>.\u00a0 In a recent conversation with another lifelong customer experience expert, I mentioned that my focus throughout my career has always been focused on operations within customer experience.\u00a0 Immediately after mentioning that, he asked a great question:\u00a0 \u201cbefore launching a program or after having data?\u201d.\u00a0\u00a0<\/span><\/p>\n

It was the first time I was asked that question, but I already knew the answer was \u201cboth!\u201d\u00a0 I really enjoy building a <\/span>Voice-of-the-Customer<\/span><\/a> program around their ideal <\/span>customer journey<\/span><\/a> and adapting it to the reality of their journey.\u00a0 I excel at taking the client requirements for both the survey and reporting needs and turning them into a workflow.\u00a0 Even taking nuanced dashboard requirements that may not fit perfectly within the original request or specifications and making the client happy.\u00a0 I would call that part of my \u201capplied operations\u201d background.\u00a0\u00a0<\/span><\/p>\n

Then there is the second part of his question – now that you have data, what do you do?\u00a0 This might be called \u201coperational consulting\u201d.\u00a0 It is often overlooked because you may have been sold on the idea that your customer experience software \u201cwill run your entire business and brew your morning coffee too.\u201d (Note: actual sales pitch for CX software I once heard).\u00a0 Even after you have the data, too many providers will talk about features such as <\/span>sentiment analysis<\/span><\/a> to drive your business or <\/span>financial linkage analysis<\/span><\/a> to demonstrate value.\u00a0 One could contend these features are still just a part of the ongoing sales process by the sales representative – telling you that you should change your plug and adapt to their platform.\u00a0\u00a0<\/span><\/p>\n

The second part is really about making operational business decisions for our clients.\u00a0 Build initiatives that will genuinely impact how our customers feel about your brand.\u00a0 It is a key reason we introduced <\/span>QuestionPro NPS+<\/span><\/a> with root cause analysis, to drive the <\/span>outer loop<\/span><\/a> process to actually drive business change.\u00a0 Go beyond the \u201cmeasure and respond\u201d aspect of your customer experience strategy and take the next level in operationalizing outcomes.\u00a0\u00a0<\/span><\/p>\n

This will mean fixing your invoicing system instead of responding to each customer that complains about the accuracy of their bill.\u00a0 There needs to be an update to the software platform instead of creating one-off fixes for each bug encountered.\u00a0 An airline may need to issue a refund <\/span>instead of simply offering a voucher<\/span><\/a>.\u00a0 Or it might mean shipping a new air-conditioning unit with the correct plug – instead of telling the customer to change their electrical infrastructure.\u00a0<\/span><\/p>\n

 <\/p>\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

Sign-up for your free trial now<\/strong><\/a><\/span><\/p>\n

 <\/p>\n

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

Charity can be hard work Since I joined QuestionPro, I am thrilled that I not only get time to volunteer, […]<\/p>\n","protected":false},"author":46,"featured_media":436987,"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":"\nIt is HOT out there! Can I have my refund? \u2014 Tuesday CX Thoughts | QuestionPro<\/title>\n<meta name=\"description\" content=\"As you build out a customer experience strategy keep in mind that your customer experience program is more than just setting up your CX Enterprise Software. 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