{"id":457740,"date":"2022-11-01T09:47:16","date_gmt":"2022-11-01T16:47:16","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=457740"},"modified":"2024-06-28T16:35:33","modified_gmt":"2024-06-28T23:35:33","slug":"what-makes-delight-your-approach-tuesday-cx-thoughts","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/what-makes-delight-your-approach-tuesday-cx-thoughts\/","title":{"rendered":"What Makes Delight Your Approach \u2014 Tuesday CX Thoughts"},"content":{"rendered":"

Last week, on my way to XDay 2022 in Austin, I was surprised by my preferred airline with a picture in the cockpit prior to taking off. This was in celebration of my reaching a life milestone with the airline.\u00a0<\/span><\/p>\n

I’ll say that at that very moment, I was delighted. Everything had gone well, from purchasing my ticket to getting through check-in and boarding the plane. Nothing went wrong and I was surprised by getting to do something that I haven’t done since I was twelve years old.<\/span><\/p>\n

Then came my next trip following XDay. I had a connecting flight so I could stay with my preferred airline o my way to meet a client for dinner. Everything was on a tight schedule.\u00a0 Less than an hour to make my connection, and if that worked out, I needed my next flight to be on time just to barely make it.<\/span><\/p>\n

Things unraveled upon arriving at the originating airport – a weather-related delay. The connection time window grew tighter and I was certain I would miss my connection given the distance between the arrival gate and my next departure gate.\u00a0<\/span><\/p>\n

Once we took off, I checked and I had a ten-minute connection, and I’m long past my ten-minute mile days. Shrugging my shoulders I was still happy to see there was a later flight available. Again, not ideal, but it got me to where I was going.<\/span><\/p>\n

I fly often enough to know that there was little to be done by the airline. Weather happens, disruption happens, connections get missed. Not terrible, but certainly not something to be delighted about. That is until I landed in my connection city. I was greeted by an airline rep who promptly guided me to an airline cart to take me to my next gate. I will say, that was probably the fastest I’ve ever traveled inside an airport.\u00a0 <\/span><\/p>\n

Upon arriving at my gate another agent awaited with a printed boarding card and scanned me onto my flight. I made it on time for my flight, my landing and my dinner. I was delighted (again). I was also a little exhausted.\u00a0<\/span><\/p>\n

How does Delight actually work?<\/h2>\n

During XDay, in his opening presentation, Vivek, CEO of QuestionPro, discussed Delight when it comes to <\/span>customer experience<\/span><\/a>.\u00a0 It doesn\u2019t mean that you have all Promoters across all your <\/span>customer experience touchpoints<\/span><\/a> as measured by your <\/span>customer experience software platform<\/span><\/a>.\u00a0 <\/span><\/p>\n

Quite simply, Delight is a powerful emotion and empirically it is derived from two key ideas:<\/span><\/p>\n