{"id":725718,"date":"2022-11-29T14:20:01","date_gmt":"2022-11-29T22:20:01","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=565657"},"modified":"2024-06-28T16:31:28","modified_gmt":"2024-06-28T23:31:28","slug":"giving-thanks-an-experience-story-tuesday-cx-thoughts","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/giving-thanks-an-experience-story-tuesday-cx-thoughts\/","title":{"rendered":"Giving Thanks: An Experience Story \u2014 Tuesday CX Thoughts"},"content":{"rendered":"

It is that time of year when we look at what we are grateful for and, of course, put things on our wishlist for things we want. We often discuss the holidays that stretch from Thanksgiving to New Year\u2019s Day as the \u201choliday season.\u201d A time to share with family, to give thanks, and be happy with all we have while also giving to those closest to us.\u00a0\u00a0<\/span><\/p>\n

For many businesses, it is the same thing. Assess the business, be grateful for the success and see where you still want to see more. Much of what is done during this period is much like the rest of the year, but with added urgency and putting together a view of the upcoming year.\u00a0\u00a0<\/span><\/p>\n

We look at numbers, create forecasts, set budgets and make plans. All of this is done while making the last push for sales to close out the year while hopefully making plans for a little time off to spend with family and friends or just to escape for a short period of time.\u00a0\u00a0<\/span><\/p>\n

Too often, there is the reality that we are \u201cthanking\u201d our customers by sending a marketing email to make one of those end-of-the-year sales or reminding them of the special deal made \u201cjust for our valued customers\u201d. I get plenty of those, in fact from Wednesday to Friday surrounding Thanksgiving I probably had over one hundred emails in my personal account \u201cthanking me\u201d and giving me exclusive access to a Black Friday deal. \u00a0 <\/span><\/p>\n

In an amusing twist, even my business emails had a set of exclusive post-Thanksgiving special offers.\u00a0\u00a0<\/span><\/p>\n

Through all of those promotional and marketing emails that were \u2018thanking me for being a customer\u2019 I had one that stood out to me. It was simple, it said \u201cA moment of thanks,\u201d that was it.\u00a0 It was an actual acknowledgment, and the only links were the privacy policy and account links – no sales pitches and no promotions.\u00a0 It wasn\u2019t the only email I received from this big box retailer that day, but it was the most memorable.\u00a0\u00a0<\/span><\/p>\n

When it comes to the <\/span>customer journey<\/span><\/a>, whether it is about the <\/span>customer experience<\/span><\/a> or the <\/span>employee experience<\/span><\/a>, it doesn\u2019t always have to be about upsell or revenue maximization. Sometimes it should simply be about gratitude.\u00a0<\/span><\/p>\n

4 ways to show gratitude to your customers<\/h2>\n

Beyond a <\/span>customer feedback loop<\/span><\/a>, your <\/span>customer experience strategy<\/span><\/a> should also be about being thankful for your customers. There are many ways to show thanks, it might now be sending all your customers a plate of cookies, but there are some simple and meaningful ways to say \u201cThank You\u201d that a customer will remember.\u00a0 <\/span><\/p>\n

Here are four that any business should be able to do:<\/span><\/p>\n

    \n
  1. Write a letter –<\/strong>\u00a0<\/span>Just as that retailer did with me, send a sincere note of thanks to your customers.\u00a0 It can be by email, but if you are able to do it, hand written notes also make a big impression.\u00a0 It can be simple, just four words did it for me.\u00a0 You can also go into greater detail.\u00a0\u00a0<\/span><\/li>\n
  2. Be an active listener<\/strong> –<\/strong> This can take many forms.\u00a0 You certainly don\u2019t want to have customers calling into your contact center just to talk, but you do have ways to listen through channels from which you should be listening.\u00a0 For example, many brands look to a <\/span>social media analysis<\/span><\/a> to \u201clisten\u201d to customers, but is it really active listening? \u00a0 In a <\/span>Voice-of-the-Customer<\/span><\/a> program, active listening includes being able to respond individually.\u00a0 So you can leverage tools like <\/span>CX Reputation<\/span><\/a> to actually respond to online ratings and reviews.\u00a0 It isn\u2019t just about responding to negative feedback, it should also include being grateful to those that give you positive reviews. Genuine thanks, and not an automatic response.<\/span><\/li>\n
  3. Give a thoughtful gift<\/strong> – This can be complicated.\u00a0 Too often, that gift can look like a marketing ploy.\u00a0 A five dollar coupon off a fifty-dollar purchase is not a gift but a promotion. There are ways however. If you are a <\/span>B2B focused<\/span><\/a> organization, it might be a thank you meal or a cup of coffee. Even at a retail level, it could be a small gift of thanks at the store – perhaps a branded tchotchke (limited supply only of course).\u00a0 <\/span><\/li>\n<\/ol>\n

    For that limited supply, if you are in the US, you can get a limited supply of Thank You by clicking <\/span>here<\/span><\/a>.\u00a0 Just my small gift for you taking the time to read my blog.<\/span><\/p>\n

      \n
    1. Offer your help<\/strong> –<\/strong> Also one that can backfire if you make it more about marketing than giving thanks. We often give thanks to our clients that use our <\/span>CX Enterprise Software<\/span><\/a> by just providing an extra level of service, helping them build something new, or breathing new life into how they deploy our <\/span>customer experience software platform<\/span><\/a> across all their <\/span>customer experience touchpoints<\/span><\/a>. It may seem self-serving, but we often do this without any obligation as a way of showing our appreciation for them.\u00a0\u00a0<\/span><\/li>\n<\/ol>\n

      Giving thanks can be very easy, no matter your business.\u00a0 Since you made it to the end, I will say Thank You for reading my last blog of the year as I take a little time to rush through end of the year activities and perhaps a little time off. Be certain to say thank you to all those around you.<\/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

       <\/p>\n

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

      It is that time of year when we look at what we are grateful for and, of course, put things […]<\/p>\n","protected":false},"author":46,"featured_media":725377,"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":"\nGiving Thanks: An Experience Story \u2014 Tuesday CX Thoughts | QuestionPro<\/title>\n<meta name=\"description\" content=\"There are some simple and meaningful ways to say \u201cThank You\u201d that any customer will remember.\u00a0Read the four that any business should be able to do.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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