Turning inspiration regarding customer experience into concrete actions? Here's how to tackle it!
27 August 2025
You know the feeling. You're at an event, attending a keynote on customer experience. A powerful speaker shows you every corner of the room, and you can feel it in your gut: damn, we still have some work to do on our customer experience too ! So you leave bursting with energy, ideas, and inspiration regarding customer experience!
And then… The phone rings, the mailbox fills up, and before you know it, you’re back in the midst of the daily hustle and bustle. Those inspiring insights and masses of good ideas? They end up somewhere at the bottom of the never-ending to-do list .
A pitfall we see weekly at both large and small businesses: attending or even organizing inspiration sessions without considering how all that information will be processed into concrete actions.
While it is precisely that translation into practice that effectively makes the difference between “nice ideas” and real impact on your customers.
4 tips to truly turn customer experience inspiration into action
Do you want to approach things differently from now on? Then refer to our tips every time you think about inspiration regarding customer experience. Whether you start reading a book on customer experience or want to highlight the theme of customer focus during your annual team event, these tips ensure that your effort actually pays off.
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1. Start with the goal in sight
Before you read a book / listen to a podcast / look for a blog or book a speaker / put together a program for your team day / ... From now on, always ask yourself the question:
What do I want to achieve with this? What needs to be different or better in my organization by the end of today? What do I want my team to take away from this moment?
Write down at least 3 concrete action sentences for yourself that can be filled in at the end of your moment of inspiration.
Tip: If you work with an external party, this is a question that definitely must be asked during an intake interview.
For instance, we ourselves once received a request to organize a day focused on customer-centric working for a company in the automotive industry. Their request: bring us inspiring keynotes and ideas regarding customer experience. Their objective? To align the views of all branches and agree on concrete improvement actions so that customers receive the same experience at every branch. You can sense immediately that something isn't right, can't you?
2. Choose the right working method
Depending on your sector and the people sitting around your table (including the customer), a standard brainstorming exercise is not always the best method to let ideas mature. It is much better to use interactive working methods to let your people hear / see / feel / … what your customer actually experiences. Think of interactive customer journey exercises or gamification tools such as the CX-Game .
This forces you to work with recognizable situations from your own company. This way, you avoid textbook wisdom and talk directly about your reality . The result? Ideas don't remain vague but immediately become much more tangible.
“Now that I see it all together like this, I also feel that our onboarding email is actually far too unclear for our client. We immediately made a note with the team of who can take this up and when.”
participant in a customer journey exercise at a SaaS company.
3. Allow time & space for your action points
Don't overschedule your agenda. Are you attending a training or an inspiration day? Then make sure you have time to jot things down in between. At Customerry, we use the "Parking Principle" during sessions with clients. This involves a flipchart on which we note down all kinds of issues throughout the day that need to be addressed operationally. For example: our telephony flow isn't right at the second call forwarding. This impacts your customer experience; it needs to be addressed and must not be forgotten.
Are you planning a customer focus day for your team? Then set aside a moment at least before lunch to list all the actions. At the end of the day, set aside at least 30 minutes to turn all your inspiration regarding customer experience and awesome ideas into concrete actions.
Tip: don't forget that a concrete action also has a responsible person and a deadline ... ;-)
4. Keep it alive & make it fun
Important, both for yourself and your team: ensure the desire to work on it remains! In other words: don't let the energy of that day drain away. Make sure your employees and/or yourself are reminded of their commitment, so that customer experience becomes a lasting theme and not something you “did once”.
You can do this with a gadget, with fun photos, by associating a symbol with your ambitions... or simply by hanging your to-do list on your desk and drawing a little sun next to every completed action. Don't be afraid to go "crazy"!
Are you looking for inspiration regarding customer experience?
Great! At Customerry, we have a large toolbox full of tools and working methods to make this happen. We enjoy brainstorming with you, and we are not afraid to put your objectives to the test.
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