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How Observing a Weekend Can Save Your Customer Experience Program


Long derided by other nations for our obsession with productivity and our minimal vacation time1, Americans have a standing reputation for working hard. But with the burgeon of technology and the shift toward open floor plans in the workplace, distraction is gradually thwarting the efficiency badge. It’s getting so bad that working hard no longer equates universally with checking tasks off the to-do list.

In addition to advocating balance and moderation, new research emphasizes the adverse affects of distraction. In fact, cognitive overload has been called one of the most insidious, productivity-sapping maladies affecting today’s employees. Although dozens of software firms have developed products that attempt to tame worker inboxes, employees still struggle to find uninterrupted focus time for deep thinking and creativity. According to the WSJ, the average worker gets distracted every three minutes by either digital or human culprits. Once off track, it can take up to 23 minutes to return to the original task3. When employees have a few discrete endeavors to hone in on, productivity soars.

So what does this have to do with customer experience (CX) software? A lot actually. CX practitioners recognize that the customers they survey are no less victim to the overload age than they are. If CX professionals want to get the most out of their efforts, they need to think seriously about timing in addition to content.

Recently, 37 Signals (a company known for it’s uber user-friendly and customer centric software) received praise for releasing a new feature for their Basecamp project management tool called Work Can Wait. This tool allows customers to control when they can receive work emails and notifications, protecting sacred personal time “to recharge [and] pursue …hobbies…” or simply manage burnout.

Professionals involved in global CX programs should take a hint from 37 Signals. For those high-powered professionals who find it hard to ignore unread emails (ahem, you know who I’m talking about), controlling when your platform sends messages might mean your surveys and reports get the undivided attention they deserve—and make you more efficient in the process. For example, the MaritzCX platform allows administrators to send survey invitations during a designated window of time. These controls are available for scheduled reports as well. Monitoring send times not only protects the administrator’s time and energy, it also protects the survey recipient from receiving surveys when they don’t have time to respond and may be more likely to miss the invitation altogether.

This moderated approach also enables CX practitioners to respect international time zones of their email recipients.  The MaritzCX scheduling functionality also supports time zone selection to enable a “follow the sun” deployment schedule for programs, which means achieving higher response rates, increased responses, and delivering a better customer experience in the process.

So next time you send a survey, think twice about what time it is for your recipients. For best practice advice, consult with an expert at MaritzCX. Believe me, you won’t regret it.