DCX # 120 | How to Think Like a CX Professional
Unlock the mindset that turns every customer interaction into an opportunity for growth. Learn the secret behind what CX pros do differently to drive real impact.
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A couple of years ago, I had an issue with my car
Listen with Intention
Solve Problems with Empathy
Balance Data with Humanity
Act with Agility
Advocate for Customers Across the Business
Ready? Let’s go!
A couple of years ago, I had an issue with my car
The check engine light came on during a crazy busy week—right before I had to leave for an important trip. Perfect timing, right?
So, I called the dealership, hoping they could squeeze me in for a quick diagnostic. They said, “Bring it by, no problem.”
But when I showed up, the service department looked confused, as if my appointment had never existed.
After waiting around for an hour, they finally checked my car and told me, “We’ll need to keep it overnight.”
No loaner, no apology for the wait—and suddenly, my entire trip was in jeopardy.
Frustrating doesn’t even begin to cover it.
The whole process felt like an afterthought. Like my time didn’t matter. I wasn’t treated as a customer with urgent needs—I was just another number on their list.
The lesson?
Customer experience (CX) is more than just the service you provide—it’s about how your customer feels throughout the entire process.
When you feel unheard or like an afterthought, it sticks with you. And not in a good way.
So, let me ask you:
What would happen if every decision you made—every process, every interaction—started with one simple question: What does this mean for our customers?
That mindset shift is at the heart of great customer experience leadership. It’s about building real connections and fostering trust at every turn.
When you start thinking like a CX pro, you step into your customer’s shoes, anticipating their needs before they even have to ask. And yes, it takes a mix of empathy, data, and agility to make that happen.
The payoff?
Deep, lasting loyalty. Customers come back not because they have to but because they want to.
So, how do you get there?
Here’s how:
Listen with Intention
What if listening wasn’t enough? What if you needed to really understand your customers? You hear what they’re saying, but are you catching what’s hidden between the lines?
Plenty of companies collect feedback, but what sets the best apart is how they act on it. Are you just checking boxes, or are you diving into the insights that drive real change?
Listening with intention means tuning into the nuances behind customer concerns and understanding their journey from start to finish. It’s not about gathering data; it’s about truly absorbing what your customers are trying to tell you.
Listening Tip: Don’t just stick to surveys. Pick up the phone. Schedule a meeting. Especially with customers who’ve given negative feedback. Why? Because their insights are often where the real gold is.
Solve Problems with Empathy
How often do you find yourself asking, How can we make this process better for us?
What if you flipped that question and asked, What can we improve for our customers?
That simple shift in perspective can change everything—from your customer’s experience to your business results.
Where are your customers getting stuck? What part of their journey frustrates them the most? When you start walking in their shoes, you’ll spot opportunities you might have missed before. Instead of just fixing what’s broken, how can you create solutions that truly improve their experience?
By solving for the customer first, you’re building trust—and setting yourself up for long-term success.
Balance Data with Humanity
Do you ever feel like the numbers only tell part of the story? You’re right—they do.
Data is crucial. You track trends, measure success, and pinpoint problem areas. But the numbers lack emotional depth. They don’t tell you whycustomers behave the way they do.
What if you blended data with empathy? The numbers tell you what’s happening, but it’s through customer conversations that you uncover the real reasons behind their actions. Why did cancellations spike? Was it because of a confusing feature or a frustrating process? The answers are just a conversation away.
Pro Tip: Use your data as a starting point. Then, dive deeper into direct customer conversations to discover the emotional context behind their actions.
Act with Agility
How long are you willing to wait for the “perfect” solution? Here’s a better question: What if your customers don’t have that time?
In CX, speed is everything. Acting with agility means being ready to roll out small, quick fixes instead of waiting for perfection. Is there something you can tweak today that would instantly make your customers’ lives easier?
Sometimes, even a minor adjustment—like streamlining the checkout process or rewording an instruction—can dramatically improve the customer experience. So, what’s more important: waiting for flawless or solving customer issues fast?
Closing the loop as quickly as possible shows customers that you’re listening. It builds trust—even if your solution isn’t perfect yet.
Advocate for Customers Across the Business
How often do you put yourself in your customers’ shoes during strategy meetings?
Being a CX pro means advocating for the customer at every level of the business. You might not have “CX” in your title, but if you’re keeping the customer in mind, you’re already thinking like a CX leader.
Are you the one speaking up for customer needs in product development or marketing meetings? If not, why not start today? Building a customer-centric culture doesn’t happen overnight—it happens when everyone takes ownership of delivering exceptional experiences.
Key Thought: You don’t need a CX title to think like a CX professional. By advocating for your customers in every meeting and at every turn, you’re already leading the charge.
Final Thoughts
So, back to the interaction at the dealership…
After waiting for what felt like an eternity and worrying about my trip, I finally escalated the situation. I explained my urgency and frustration. That’s when things started moving.
Suddenly, I had a loaner car. Not only that, but they arranged for a driver to take me to the airport.
The dealership stepped up—once they understood how critical the situation was for me. But it took escalation to get there, and that’s not how it should work.
The lesson?
When a company listens with intention and acts quickly, customer trust builds. But when a customer has to fight to get their needs met, it leaves a sour taste. The experience should be seamless from the start.
So, what if you didn’t wait for a customer to escalate? What if every interaction, every touchpoint, was designed to make them feel heard and valued from the get-go?
That’s what thinking like a CX pro is all about. It’s about anticipating needs, acting with empathy, blending data with humanity, and closing the loop fast.
When you see your business through the eyes of your customer and act with urgency when it’s needed most, you’re not just selling a product—you’re creating lasting relationships based on trust and loyalty.
So, what will you change today to make sure your customers never feel like an afterthought?
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Great article! One of the challenges I have had to deal with on multiple occasions is getting other team members - especially leadership to see why this focused mindset is so incredibly important not only to the longtime value of customer relationships, but the overall business as well. I have heard companies say that if a customer leaves, it's not a big deal to them because there are plenty more out there. I don't think they truly understand the impact of "just one customer".