DCX #101 | Transforming Your CX Career by Challenging Your Inner Critic
10 Limiting Beliefs Preventing You from Becoming the CX Leader You Want to Be
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This week's newsletter exposes ten corrosive and limiting beliefs that affect your growth and success as a CX leader and how to overcome them.
I have to fix every single CX issue.
I'm not experienced enough to be a CX leader.
I need to be 100% sure before trying a new CX approach.
I need to have all the answers.
I should avoid risks and play it safe.
I have to do it all myself.
I'm not cut out for leadership.
I don't have the authority to make changes.
I need to focus on metrics over people.
I have to stick to the way it's always been done.
So here's my challenge to you
Limiting Beliefs
Have you ever felt like you're on the cusp of CX greatness, yet something inexplicable holds you back?
You’re not alone.
Our internal narratives—our limiting beliefs—often stymie our progress. These whispers of doubt tell us we're not ready, lack what it takes, or the risk is too great.
I faced many of these doubts as I rose through my career ranks.
Believing these internal critics was painful and obstructed my path to the potential I knew I had.
These beliefs are more common than you might think and subtly influence our actions just below the radar.
The good news?
Identifying these beliefs is the first step toward dismantling them.
In this article, I will share ten widespread limiting beliefs that CX professionals have confided in me impede their progress, along with practical strategies to confront and transform these mental scripts.
Armed with this knowledge, you’ll break down barriers and set the stage for a massive shift in your professional approach.
Join me on this journey to confront what's been holding us back and embrace a mindset of growth and possibility.
Let’s discover how, by shifting our perspectives, we can transform our approach to customer experience and our entire professional trajectory.
Are you ready to shatter those invisible boundaries?
I have to fix every single CX issue
You might think, "Solving more problems means happier customers," or worry that overlooking minor issues could damage your brand reputation.
It's natural to feel compelled to address every concern, but is that realistically achievable?
The answer is no.
Resources and time are limited, and attempting to address everything can dilute the effectiveness of your efforts.
Instead, here’s a strategy:
Identify and prioritize the top three CX issues that will significantly impact your customers this quarter.
Focus on what's feasible to achieve with your current resources.
This approach of concentrated focus can drive substantial results.
Take inspiration from Horst Schulze, one of the founders of the Ritz-Carlton Hotel Company.
He focused on a small number of non-negotiable service standards.
By absolutely nailing a few things instead of half-assing a bunch, Ritz-Carlton became the crème de la crème of customer service.
So, ask yourself: Are you trying to do too much and spreading yourself too thin?
You can achieve excellence by narrowing your focus to a few critical priorities.
Prioritization is power.
I'm not experienced enough to be a CX leader
It's time to let go of this one right now.
Mastery in customer experience is a continuous journey, not a fixed destination.
Many believe there's a definitive point of expertise that, once reached, automatically qualifies one to lead.
This perception is misleading.
In reality, the most effective leaders are those who consistently seek growth and adapt to new challenges.
Reflect on your own development:
What have you learned in the last 30 days?
How have you grown in the past 6 months?
What new insights have you gained in the last 2 years?
You are not the same professional you were before, and every step forward is a reason to celebrate.
Consider a recent customer insight or skill you’ve acquired. How does this addition enhance your leadership toolkit?
Take inspiration from Jeff Bezos.
In Amazon’s early days, he was deeply involved in operations, from packing boxes to answering customer calls to better understand consumer needs.
This hands-on approach allowed him to enhance Amazon’s customer experience continually.
Bezos embraced several key practices:
He remained curious.
He saw value in every new beginning.
He used every insight as a stepping stone for improvement.
How can you leverage your experiences, including the setbacks, to forge your path as an exceptional CX leader?
Your unique experiences and the lessons they bring are what define your leadership style.
Remember, your personal journey in CX shapes the leader you become.
Keep learning and advancing.
I need to be 100% sure before trying a new CX approach
Many people think they need absolute certainty before taking action.
But leading CX is more like sailing than riding a train.
Think about how sailing is:
Guided by a vision
Affected by changing conditions
Adjusted as needed to stay on course
You're the captain charting the customer experience, empowered to change up strategies based on new insights.
Give yourself permission to go all-in only after you've tested and checked an approach.
Making small bets and using data to decide is smart, not wishy-washy.
When Airbnb was a scrappy little startup, they tested all sorts of CX approaches, from professional home photoshoots to airport pickups to local meetups.
They went all-in on the ones that made a difference for hosts and guests.
The key things they looked at:
Data on what worked
Host and guest feedback
Alignment with Airbnb's mission
You're in the driver's seat.
Experiment, learn, then decide when to double down based on results.
Your CX vision is the North Star.
I need to have all the answers
News flash: Nobody has all the answers, not even the big cheeses in the CX world.
Thinking you need to know everything is just setting yourself up for a whole lotta stress.
The truth is, the best leaders are the ones who aren't afraid to say, "I don't know, but let's figure it out together!"
They tap into their team's collective brainpower and collaborate to find solutions.
So, the next time you feel pressure to have all the answers, take a deep breath and remember: It's okay not to know everything.
Your superpower is bringing out the best in others to solve problems as a team.
I should avoid risks and play it safe
Oof, this one's a doozy.
It's tempting to stick to the tried-and-true, but playing it safe all the time?
That's a surefire way to get stuck in a rut.
The most game-changing CX ideas often come from taking calculated risks.
It's about being bold enough to try something new, even if it might not work out perfectly the first time around.
Think about it: If you never take risks, you'll never discover innovative solutions that could transform your customers' experience.
So, go ahead and take that leap! The rewards are so worth it.
I have to do it all myself
Repeat after me: Delegating is not a dirty word!
Trying to do everything yourself is a quick way to burn out and lose your marbles.
The secret sauce to being a rockstar CX leader?
Building a team of all-stars and trusting them to do their thing.
It's about recognizing that everyone brings different skills and perspectives to the table and leveraging them.
Start by identifying tasks you can delegate to your team members.
Empower them to take ownership and make decisions. And most importantly, celebrate their wins and have their backs.
There's no stopping you when you've got a team that feels supported and valued!
I'm not cut out for leadership
Imposter syndrome, am I right?
That nagging little voice whispers, "Who do you think you are, trying to be a leader?"
But here's the thing: Leadership isn't about being perfect or having some magical set of traits.
Leadership is about showing up, being authentic, and inspiring others to do their best work.
It's about having the courage to make tough calls and the humility to admit when you're wrong.
So, the next time that pesky imposter syndrome rears its ugly head give it a swift kick in the pants.
Remind yourself of all the times you've stepped up, made a difference, and helped your team shine.
That's what true leadership looks like.
I don't have the authority to make changes
It's easy to feel like you need some fancy title or corner office to make a real impact.
But let me tell you, influence isn't about your position on the org chart.
You have the power to drive change, no matter your role.
It's about building relationships, making a compelling case for your ideas, and rallying people around a shared vision.
Start small if you need to.
Identify a problem within your sphere of influence and come up with a plan to tackle it.
Collaborate with your colleagues, gather data to support your case, and confidently present your solution.
Before you know it, you'll be making waves and proving that you don't need a corner office to be a change-maker.
I need to focus on metrics over people
In CX, getting caught up in the numbers game is easy.
We've got NPS scores, CSAT ratings, and a bazillion other metrics coming out of our ears.
But here's the deal: If you focus so much on the metrics that you forget about the actual humans behind them? You're doing it wrong.
At the end of the day, CX is about creating experiences that make people feel valued, heard, and delighted.
It's about building genuine connections and showing your customers that you give a damn.
So, while metrics are important for tracking progress, don't let them be the be-all and end-all.
Make sure you're balancing the numbers with the feels.
Listen to your customers' stories, empathize with their struggles, and celebrate their successes.
That's how you create experiences that truly matter.
I must adhere to traditional methods
"But we've always done it this way!"
Ugh, if I had a nickel for every time I heard that phrase, I'd be sipping ginger ale on my private island.
Here's the thing: Just because something's been done a certain way forever doesn't mean it's the best way.
While tradition has its place, adhering strictly to old methods doesn't guarantee effectiveness, especially as market conditions and consumer expectations evolve.
Innovative CX leaders distinguish themselves by questioning the status quo and exploring new approaches to enhance customer engagement and satisfaction.
Challenge yourself and your team with these questions:
- "Does this method still serve our customers effectively?"
- "Is there a better approach that we could adopt?"
Encourage creativity and innovation within your team. Invite them to think unconventionally and propose new ideas.
Most importantly, be willing to experiment with these new approaches, even if it means stepping out of your comfort zone and potentially disrupting established processes.
Progress is often the result of our willingness to break away from the familiar and chart new paths.
By embracing change and innovation, you position yourself not just as a leader but as a pioneer in the field of customer experience.
Embrace the role of a trailblazer and lead the way in redefining industry standards.
Wow, we've covered a lot of ground here! But you know what? I'm feeling energized and inspired, and I hope you are too.
By confronting these limiting beliefs head-on and finding strategies to overcome them, you've taken a significant step toward unlocking your full potential as a CX leader.
It's not about being perfect or having all the answers – it's about being willing to challenge yourself, learn from others, and continuously grow.
As you move forward, remember that your unique experiences, skills, and perspective make you a valuable asset to your team and your customers.
Embrace your authentic leadership style, foster a culture of collaboration and empowerment, and don't be afraid to take calculated risks in the pursuit of innovation.
The world of customer experience is waiting for leaders like you – those who are brave enough to shatter the status quo, put people first, and create experiences that truly resonate.
So here's my challenge to you:
Choose one limiting belief that has been holding you back and commit to overcoming it in the next 30 days. Start small, but start today.
Identify a specific action you can take, whether it's delegating a task, proposing a new idea, or reaching out to a mentor for guidance.
Share your commitment with a trusted colleague or friend who can hold you accountable and celebrate your progress along the way.
Connect with peers who can offer support, share insights, and challenge you to keep pushing beyond your comfort zone.
Together, we can redefine what it means to be a CX leader and create a ripple effect of positive change in our organizations and beyond.
The journey ahead may be challenging sometimes, but trust in yourself and your incredible potential.
You have the power to make a real difference in the lives of your customers and your team, and I have no doubt that you will achieve extraordinary things.
So take that first step today. Embrace the discomfort, lean into your strengths, and never stop growing.
The world of CX needs more leaders like you, and I can't wait to see the amazing impact you'll make.
Let's shatter those limiting beliefs together and show the world what true CX leadership looks like!
This week’s newsletter is supported by Dojo Partners
FACTORY is an organic approach to designing, validating, and implementing AI-driven experiences. We believe the lab is the best environment to establish AI learning and develop an efficient path to productization.
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