{"id":862403,"date":"2024-04-30T10:27:48","date_gmt":"2024-04-30T17:27:48","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=862403"},"modified":"2024-06-12T18:08:55","modified_gmt":"2024-06-13T01:08:55","slug":"taking-action-in-cx-tcxt","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/taking-action-in-cx-tcxt\/","title":{"rendered":"Taking Action in CX &#8211; Tuesday CX Thoughts"},"content":{"rendered":"\n<p><em>In today&#8217;s TCXT, we take an introspective journey into the meaning of taking action in situations that can affect or drive your Customer Experience. Every week, Ken Peterson, CX Director at QuestionPro, invites us to question our daily actions and begin to make changes that impact our consumers&#8217; experience. We are confident that the video summary and the article we have prepared for you will be of great value.<\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<figure class=\"wp-block-video\"><video controls loop poster=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2024\/04\/2024-04-30_11-25-42.jpg\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2024\/04\/TXCT-Take-Action-in-Customer-Experience.mp4\"><\/video><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>What do you do when you are not feeling well?&nbsp;You may ignore it for a few days, but imagine it does not improve or get worse.&nbsp;What is next?&nbsp;Scheduling an appointment with your doctor?&nbsp;That is an appropriate plan of action, right? Is that enough, or do you actually need to show up for that appointment for it to be considered that you took action on your health?&nbsp;Or did you not really take action until you followed the doctor\u2019s advice or took the medications as prescribed?<\/p>\n\n\n\n<p>Action\u2026 is at the heart of how we function\u2014in life, family, and business. Yet <strong>many companies struggle to take action when it comes to their customers<\/strong>.&nbsp;&nbsp;<\/p>\n\n\n\n<p>I was recently asked to write a chapter in a book regarding the use of customer experience to take action. It was interesting to start some research into that chapter.&nbsp;Being the time we live, the first thing I did was to ask Generative AI to give me some thoughts about \u201caction\u201d in customer experience.&nbsp;What struck me is that nothing that was spat out of the response had anything to do with contacting a customer.&nbsp;There were terms like creating an \u201caction plan\u201d and discovering \u201cactionable insights\u201d.&nbsp;There were also sorts of suggestions about the elements of a <a href=\"https:\/\/www.questionpro.com\/blog\/customer-experience-program\/\">customer experience program<\/a>, yet none of these suggestions spoke of closed-loop feedback or action management.&nbsp;&nbsp;<\/p>\n\n\n\n<p>I have heard these stories all the time:<\/p>\n\n\n\n<ul>\n<li>We took action; we hired someone to lead the customer experience function<\/li>\n\n\n\n<li>We took action; we licensed a <a href=\"https:\/\/www.questionpro.com\/blog\/customer-experience-management-software\/\">customer experience management platform<\/a><\/li>\n\n\n\n<li>We took action; we took all the steps to implement that CX survey<\/li>\n\n\n\n<li>We took action; we trained all the store managers on how to read dashboards<\/li>\n\n\n\n<li>We took action; we had managers train frontline employees on the importance of keeping customers happy and getting good customer experience scores<\/li>\n\n\n\n<li>We took action; we provided incentives to improve customer experience scores<\/li>\n\n\n\n<li>We took action; we ran a driver analysis to determine the most important attributes<\/li>\n\n\n\n<li>We took action; we communicated which attributes are the biggest indicators of happy customers and retention<\/li>\n<\/ul>\n\n\n\n<p>I could continue with the \u201caction\u201d steps that companies take to retain their best customers, but <strong>if the customer is not at the heart of these actions, is it really customer-centric?<\/strong> We\u2019ll hear terms like \u201cactionable insights\u201d and \u201cprescriptive analytics\u201d to tell senior management the steps that need to be taken. Are they really following the instructions for the prescription? Or just reading the label?<\/p>\n\n\n\n<p>One of the best things that can be done with customer experience programs is to engage the customer in a dialogue.&nbsp;That is a two-way conversation where questions are asked, responses are received, and clarification is sought on the way to finding common ground.&nbsp;An organization can start those conversations with a <a href=\"https:\/\/www.questionpro.com\/blog\/closed-loop-feedback\/\">closed-loop feedback<\/a> workflow in many ways.<\/p>\n\n\n\n<p>However, too often, these workflows focus almost exclusively on detractor recovery (though some do not even do that; they just inform the front line that their scores have gone down).&nbsp;Sometimes, the workflow does not even consider interaction with the customer &#8211; using privacy, regulation, or some other justification to opt out of contacting the customer.&nbsp;Automation is put in place to write generic apologies to those who express dissatisfaction (which I might contend actually creates more overall dissatisfaction).&nbsp;&nbsp;<\/p>\n\n\n\n<p>Even further action can be taken by recognizing customers who provided positive feedback or helpful insights. Recommend to those customers that they write a review so more people can see the company&#8217;s potential for other like-minded customers. Give them an opportunity to announce their loyalty to the company.<\/p>\n\n\n\n<p><strong>Taking action is easy &#8211; as long as the workflow allows for it.&nbsp;<\/strong>Those tactical actions are just part of the action that needs to be understood by companies.&nbsp;You also need to create broader strategies that eliminate problems before they occur.&nbsp;That can be done through an Outer Loop process that brings varied departments together with support from employees across all levels of the organization.<\/p>\n\n\n\n<p>If you want to learn more about these two types of action, I encourage you to review more material on our website <a href=\"https:\/\/www.questionpro.com\/cx\/closed-loop-vs-open-loop-cx.html\">here<\/a> or contact one of our many customer experience experts.&nbsp;Otherwise, you just pay for the prescription (subscription) and throw it in the drawer.&nbsp;It feels like action, but it will not heal the problems.&nbsp;<\/p>\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/862403&amp;lang=en&amp;cat=cx-2|tcxt\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><em>We hope this reflection has provided you with valuable information to find the solution you are seeking and to take your customer experience to new levels. If you need assistance, you can contact us. We would love to hear about your challenges and work together to find a solution to provide your clients with the attention they deserve. Until next week!<\/em><\/p>\n\n\n\n<p><\/p>\n\n\n<section class=\"gb-block-post-grid featuredpost alignwide\"><h3 class=\"gb-post-grid-section-title\">Read our past Tuesday CX Thoughts:<\/h3><div class=\"gb-post-grid-items is-grid columns-3\"><article id=\"post-1066268\" class=\"gb-post-grid-item post-1066268 post type-post status-publish format-standard has-post-thumbnail category-cx-2 category-tcxt entry\"><div class=\"gb-block-post-grid-image\"><a href=\"https:\/\/www.questionpro.com\/blog\/action-accountability-customer-experience-tcxt\/\" rel=\"bookmark\" aria-hidden=\"true\" tabindex=\"-1\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"169\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/04\/action-accountability-in-customer-experience-tcxt-2026-04-21-300x169.jpg\" class=\"attachment-medium size-medium\" alt=\"action-accountability-in-customer-experience\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/04\/action-accountability-in-customer-experience-tcxt-2026-04-21-300x169.jpg 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/04\/action-accountability-in-customer-experience-tcxt-2026-04-21-768x431.jpg 768w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/04\/action-accountability-in-customer-experience-tcxt-2026-04-21-750x420.jpg 750w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/04\/action-accountability-in-customer-experience-tcxt-2026-04-21.jpg 1004w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/div><div class=\"gb-block-post-grid-text\"><header class=\"gb-block-post-grid-header\"><h3 class=\"gb-block-post-grid-title\"><a href=\"https:\/\/www.questionpro.com\/blog\/action-accountability-customer-experience-tcxt\/\" rel=\"bookmark\">The Engine of Change: Action + Accountability | Tuesday CX Thoughts<\/a><\/h3><div class=\"gb-block-post-grid-byline\"><\/div><\/header><div class=\"gb-block-post-grid-excerpt\"><\/div><\/div><\/article>\n<article id=\"post-1061950\" class=\"gb-post-grid-item post-1061950 post type-post status-publish format-standard has-post-thumbnail category-tcxt entry\"><div class=\"gb-block-post-grid-image\"><a href=\"https:\/\/www.questionpro.com\/blog\/unmeasured-touchpoints-tuesday-cx-thoughts\/\" rel=\"bookmark\" aria-hidden=\"true\" tabindex=\"-1\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"169\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/03\/unmeasured-touchpoints-tcxt-2026-03-17-300x169.jpg\" class=\"attachment-medium size-medium\" alt=\"unmeasured-touchpoints\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/03\/unmeasured-touchpoints-tcxt-2026-03-17-300x169.jpg 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/03\/unmeasured-touchpoints-tcxt-2026-03-17-1024x575.jpg 1024w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/03\/unmeasured-touchpoints-tcxt-2026-03-17-768x432.jpg 768w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/03\/unmeasured-touchpoints-tcxt-2026-03-17-750x420.jpg 750w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/03\/unmeasured-touchpoints-tcxt-2026-03-17.jpg 1130w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/div><div class=\"gb-block-post-grid-text\"><header class=\"gb-block-post-grid-header\"><h3 class=\"gb-block-post-grid-title\"><a href=\"https:\/\/www.questionpro.com\/blog\/unmeasured-touchpoints-tuesday-cx-thoughts\/\" rel=\"bookmark\">Am I missing something? &#8211; Tuesday CX Thoughts<\/a><\/h3><div class=\"gb-block-post-grid-byline\"><\/div><\/header><div class=\"gb-block-post-grid-excerpt\"><\/div><\/div><\/article>\n<article id=\"post-1060597\" class=\"gb-post-grid-item post-1060597 post type-post status-publish format-standard has-post-thumbnail category-tcxt entry\"><div class=\"gb-block-post-grid-image\"><a href=\"https:\/\/www.questionpro.com\/blog\/future-of-customer-experience-tuesday-cx-thoughts\/\" rel=\"bookmark\" aria-hidden=\"true\" tabindex=\"-1\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"169\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/03\/thoughts-on-five-years-of-cx-thoughts-2026-03-10-1-300x169.jpg\" class=\"attachment-medium size-medium\" alt=\"thoughts-on-five-years-of-cx-thoughts-2026-03-10\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/03\/thoughts-on-five-years-of-cx-thoughts-2026-03-10-1-300x169.jpg 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/03\/thoughts-on-five-years-of-cx-thoughts-2026-03-10-1-1024x575.jpg 1024w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/03\/thoughts-on-five-years-of-cx-thoughts-2026-03-10-1-768x432.jpg 768w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/03\/thoughts-on-five-years-of-cx-thoughts-2026-03-10-1-750x420.jpg 750w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2026\/03\/thoughts-on-five-years-of-cx-thoughts-2026-03-10-1.jpg 1130w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/div><div class=\"gb-block-post-grid-text\"><header class=\"gb-block-post-grid-header\"><h3 class=\"gb-block-post-grid-title\"><a href=\"https:\/\/www.questionpro.com\/blog\/future-of-customer-experience-tuesday-cx-thoughts\/\" rel=\"bookmark\">Beyond the Score: The Core Themes Shaping the Future of Customer Experience | Tuesday CX Thoughts<\/a><\/h3><div class=\"gb-block-post-grid-byline\"><\/div><\/header><div class=\"gb-block-post-grid-excerpt\"><\/div><\/div><\/article>\n<\/div><\/section>","protected":false},"excerpt":{"rendered":"<p>In today&#8217;s TCXT, we take an introspective journey into the meaning of taking action in situations that can affect or [&hellip;]<\/p>\n","protected":false},"author":46,"featured_media":862439,"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":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Taking Action in CX - Tuesday CX Thoughts | QuestionPro<\/title>\n<meta name=\"description\" content=\"In today&#039;s TCXT, we take an introspective journey into the meaning of taking action in situations that can affect or drive your Customer Experience. 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