{"id":725693,"date":"2022-11-22T12:57:35","date_gmt":"2022-11-22T20:57:35","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=565060"},"modified":"2024-06-28T16:32:36","modified_gmt":"2024-06-28T23:32:36","slug":"do-you-remember-jeff-tuesday-cx-thoughts","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/do-you-remember-jeff-tuesday-cx-thoughts\/","title":{"rendered":"Do You Remember Jeff? \u2014 Tuesday CX Thoughts"},"content":{"rendered":"

Your mind is already wandering\u2026do I know Jeff?\u00a0 Is he famous? Was he memorable? Did he do something important?\u00a0 Was that the first name of a teacher that I only called by last name?\u00a0 How was he when it came to serving ice cream?\u00a0\u00a0<\/span><\/p>\n

There are some <\/span>customer experiences<\/span><\/a> that stand out. In this case, \u201cJeff\u201d (his actual name) was one of the most memorable – for my daughter, for me and my family.\u00a0 What did he do? He served ice cream on a cruise ship. Yet my teenager, even four years later, remembers Jeff.\u00a0 Over the course of a few days on the ship with hundreds of people, he learned her name, likes\/dislikes and other preferences. If there was ever a line, he would see her in line, get the staff to build her dessert creation and call her to the side to pick it up. Some special treatment.\u00a0 On days when she did not like the featured flavors, he would go downstairs to the walk-in and get a flavor he knew she would like.\u00a0\u00a0<\/span><\/p>\n

As you look across your <\/span>customer journey map<\/span><\/a>, do you see any places where you can deliver on service like this in any of your <\/span>customer experience touchpoints<\/span><\/a>?\u00a0 It seems like a little thing, but when you have a shy teenager that practically befriends a service worker during the course of a vacation, you know that person had a different level of service.\u00a0 When they continue to bring it up by comparison to all her other service encounters, you know it was special.<\/span><\/p>\n

LEARN ABOUT:<\/strong> Service Recovery<\/a><\/em>\u00a0<\/span><\/p>\n

A Step Up From An NPS Promoter<\/h2>\n

Delivering on any <\/span>customer experience strategy<\/span><\/a> can be difficult. Even with the best <\/span>CX Enterprise Software<\/span><\/a> like QuestionPro, there are so many variables that can impact the customers\u2019 perceptions of the service.\u00a0 First, when you consider the challenges within the organization to make for <\/span>simply <\/span><\/i>a positive experience, you need the facilities to be in top shape, have the appropriate level of staffing, everything wanted by the customer be available, the staff in a terrific mood because they are having a great <\/span>employee experience<\/span><\/a>\u2026just to name a few.\u00a0 Then consider all the other factors that can contribute to that experience.\u00a0 In just getting there consider weather, traffic, a working vehicle.\u00a0 Then also consider the fact that your competitor has filled the head of your customers with ideas about your offer and perhaps some exaggerations about their own capabilities.\u00a0 It\u2019s a wonder that we can even keep a small percentage of them happy, let alone being promoters.<\/span><\/p>\n

When assessing the <\/span>Voice-of-the-Customer<\/span><\/a>, is satisfaction enough? Certainly, you are not in the best position to maximize the opportunity with a customer if they are a detractor.\u00a0 Even if you push them through the entire <\/span>customer feedback loop<\/span><\/a> and have a detractor recovery in place and still not be enough.\u00a0 Even with a passive, when we analyze them in our QuestionPro exclusive <\/span>QuestionPro NPS+<\/span><\/a> question type, they are viewed in the same way as a detractor – that there is room for improvement.<\/span><\/p>\n

However, with a promoter, they are a special type.\u00a0 They state that they are willing to advocate for you – but will they?<\/span><\/p>\n

Delight is Key, But What is it?<\/h2>\n

Ultimately, if you are going to make a true advocate out of a customer, a 10 out of 10 is not always enough.\u00a0 It has to be a 10 out of 10 across the entire <\/span>customer journey<\/span><\/a>.\u00a0 It has been shown time and time again through a <\/span>financial linkage analysis<\/span><\/a> that it takes Delight to make a difference in both the customer spend and likelihood to advocate for you.\u00a0 If you look at a <\/span>social media analysis<\/span><\/a> through a tool like <\/span>CX Reputation<\/span><\/a>, you\u2019ll find those advocates almost always have a common element\u2026there was something that stood out as extraordinary during the experience.\u00a0 Something that delighted them.\u00a0 Something memorable.\u00a0 <\/span><\/p>\n

Measuring that can be difficult, sometimes you\u2019ll pick it up in <\/span>sentiment analysis<\/span><\/a>, though it probably wouldn\u2019t stand out among all the other responses.\u00a0 You might be able to find those Delighted customers if you were <\/span>B2B focused<\/span><\/a> with a small population of clients, but much harder to do with a larger set of customers.\u00a0 That is why our <\/span>customer experience software platform<\/span><\/a> will soon provide tools – along with our <\/span>customer journey mapping template<\/span><\/a> software – that will help you assess Delight.\u00a0 And just like fixes you discover in Detractors, it is also necessary to enhance your overall experiences on the positive side with <\/span>Outer Loop<\/span><\/a> tools.\u00a0 The way to make Delighted experiences – it has to be positive and you need to deliver on something unexpected that is good.\u00a0 Of course, unlimited ice cream will help.<\/span><\/p>\n

Looking to deliver an exceptional customer experience with QuestionPro CX<\/a>?<\/strong> Discover more about how to delight your customer<\/a> at every touchpoint and turn them into brand advocates.<\/p>\n

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

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

Your mind is already wandering\u2026do I know Jeff?\u00a0 Is he famous? Was he memorable? Did he do something important?\u00a0 Was […]<\/p>\n","protected":false},"author":46,"featured_media":566741,"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":[170,1811],"tags":[],"yoast_head":"\nDo You Remember Jeff? \u2014 Tuesday CX Thoughts | QuestionPro<\/title>\n<meta name=\"description\" content=\"You might be able to find those Delighted customers if you were B2B focused with a small population of clients, but much harder to do with a larger set of customers.\" \/>\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\/do-you-remember-jeff-tuesday-cx-thoughts\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Do You Remember Jeff? 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