{"id":122473,"date":"2021-08-24T09:38:04","date_gmt":"2021-08-24T16:38:04","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=122473"},"modified":"2021-08-24T09:38:04","modified_gmt":"2021-08-24T16:38:04","slug":"tuesday-morning-cx-thoughts-theory-vs-execution","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-theory-vs-execution\/","title":{"rendered":"Tuesday Morning CX Thoughts &#8211; Theory vs Execution"},"content":{"rendered":"<h2><b>Travel is back, so are delays<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Following my time off, I remained on the mainland to visit some colleagues and clients. As far as the vacation, most of my travel plans went off without any problem. The first part of my return to work went that way as well.\u00a0 Seems all the planning surrounding flights and busy times had worked out.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It was time for the first hiccup on my return home. I had planned to leave on Thursday to stay ahead of the vacation traffic that starts up on Fridays heading to where I live. As I arrived for my connecting flight, things started to go wrong. My connection was delayed. As the delays mounted, the airline offered to put me on the next flight which departed only ninety minutes after my originally scheduled departure time. Seemed like a good plan.\u00a0<\/span><\/p>\n<h2><b>It could always be better&#8230; and worse<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">As the delays mounted for the first flight, many other passengers took the same option. It seemed the later flight would take off and arrive at our destination sooner. Just before boarding, they changed the aircraft, which meant reseating a now full flight. A small delay, but we were still going to get out sooner. Once we were all on board, we found that a few families had been split up, a few minutes of getting that in order, then we were ready to go. As we started rolling out from the gate, the next delay happened. There was an issue with the hydraulics. We\u2019d roll back into the gate and get that fixed, but a thunderstorm meant that the maintenance crew could not start working on the seemingly small maintenance concern. After more time passed, we were ready to get going again. As we prepared to take off, another situation on board came up and we had to return to the gate. In all, we tallied nearly four hours in delays, and my plans for the evening after I returned home had to be cancelled.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Interestingly, despite the longer expected days on the earlier flight, it arrived a couple of hours ahead of the one I ended up taking. So much for planning and good advice.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Looking optimistically, I still made it home. Had my flight been cancelled and I had to take a flight on Friday, there were many more problems that came up at Denver International Airport which probably would have delayed me another day. Things could always be worse.\u00a0\u00a0<\/span><\/p>\n<h2><b>Customer experience planning can fall apart<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">No matter how much time you spend planning your <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/why\/cx-strategy.html\"><span style=\"font-weight: 400;\">customer experience strategy<\/span><\/a><span style=\"font-weight: 400;\">, things can always go wrong.\u00a0 You can pick the best <\/span><span style=\"font-weight: 400;\">customer experience management platform<\/span><span style=\"font-weight: 400;\">, like QuestionPro, and still not be able to measure a key <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-touchpoints\/\"><span style=\"font-weight: 400;\">CX touchpoint<\/span><\/a><span style=\"font-weight: 400;\"> because you have no customer records for that touchpoint. You might ask many questions, but miss opportunities because people are not completing the survey due to length when perhaps you should have used a measure like <\/span><a href=\"https:\/\/www.questionpro.com\/nps-plus\/\"><span style=\"font-weight: 400;\">NPS+<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0 Getting feedback from customers, but having no means to action because you have not set up workflows for your <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/closed-loop\/case-management.html\"><span style=\"font-weight: 400;\">closed-loop tools<\/span><\/a><span style=\"font-weight: 400;\"> or not finding strategic direction because you lack <\/span><a href=\"https:\/\/www.questionpro.com\/features\/sentiment-analysis.html\"><span style=\"font-weight: 400;\">customer sentiment analysis<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Still, when things fall away from the plan, things can still work out.\u00a0 It is a good reason to work with a partner like QuestionPro, not just a measurement platform. At QuestionPro, we like to help keep our clients&#8217; programs on track &#8211; even when things don\u2019t work out as planned.<\/span><\/p>\n<h2><b>Theory vs execution<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Even if you already know the theory of how to manage customer experience, implementing is different. Watch our webinar recording to find out more about best practices and insights on how to make the most of our <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/\"><span style=\"font-weight: 400;\">customer experience management software<\/span><\/a><span style=\"font-weight: 400;\">. Learn how to boost your customer&#8217;s loyalty and gather insightful data by effectively employing all the features CX provides you with. Connect with Sally Donovan and Crystal Wiese to discover the best tips and tricks on how to execute CX in your organization and turn your clients into brand advocates. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can watch the recording and deck slides <\/span><a href=\"https:\/\/www.questionpro.com\/webinar\/cx-theory-vs-execution.html\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">here<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\"><strong>QuestionPro offers some of the most advanced customer experience tools available.<\/strong> Gain valuable insights into your customers\u2019 thoughts and feelings using\u00a0<\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">QuestionPro CX software<\/span><\/a><span data-preserver-spaces=\"true\">\u00a0today.<\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/info.questionpro.com\/meetings\/kenneth-peterson\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Book Demo<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Travel is back, so are delays Following my time off, I remained on the mainland to visit some colleagues and [&hellip;]<\/p>\n","protected":false},"author":46,"featured_media":116736,"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],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Tuesday Morning CX Thoughts - Theory vs Execution | QuestionPro<\/title>\n<meta name=\"description\" content=\"When things fall away from the plan, things can still work out.\u00a0Join us in our CX webinar to learn how to effectively implement CX at your company.\" \/>\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\/tuesday-morning-cx-thoughts-theory-vs-execution\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tuesday Morning CX Thoughts - Theory vs Execution | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"When things fall away from the plan, things can still work out.\u00a0Join us in our CX webinar to learn how to effectively implement CX at your company.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-theory-vs-execution\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2021-08-24T16:38:04+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/02\/CX-thoughts-by-Ken.png\" \/>\n\t<meta property=\"og:image:width\" content=\"992\" \/>\n\t<meta property=\"og:image:height\" content=\"594\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Ken Peterson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Ken Peterson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-theory-vs-execution\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-theory-vs-execution\/\"},\"author\":{\"name\":\"Ken Peterson\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0\"},\"headline\":\"Tuesday Morning CX Thoughts &#8211; 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