Customer Experience Is Not What You Think It Is
There's a side to CX that no one likes to talk about—the one that's messy, exhausting, and absolutely essential.
Weekly inspiration, education, and coaching for customer-obsessed leaders.
Welcome to the DCX Newsletter
Here's a sneak peek of what's in store:
Forget the Happy Customers and Flashy Success Stories
The Unseen Hustle That Powers CX
The Jobs That Truly Matter
Why the Grind is the Backbone of CX
Finding Strength in the Struggle
Let’s Rewrite the CX Narrative
Ready? Let’s go!
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Forget the Happy Customers and Flashy Success Stories
This one is for you, the one who knows CX isn't all rainbows and gummy bears.
It's for those who roll up their sleeves, put on their metaphorical hard hats, and dive into the unglamorous grind that keeps everything running smoothly.
Let’s talk about the side of CX that no one brags about.
The side that involves cleaning up messes, documenting processes, and putting out fires—all while keeping a smile on your face.
Have you ever stayed late to fix something that no one else noticed, just so things could go smoothly the next day?
That's where the real magic happens—not in the 'wow' moments, but in the sweat and hustle that make those moments possible.
So this week, let's pull back the curtain and show some love to the hard work that usually gets overlooked—because, let's face it, without it, there wouldn't be any magic moments to celebrate.
The Unseen Hustle That Powers CX
The Unsung Hero of Customer Experience
Let's start with data. Everyone says it's important, but no one wants to talk about how messy it can get.
It's easy to say, "data drives decisions," but what no one mentions is the painstaking effort it takes to make sure that data is actually usable.
Like sorting through thousands of records, merging duplicate entries, standardizing formats, and ensuring consistency—it’s tedious, it’s unsexy, but without it, the entire CX operation collapses like a house of cards.
Is it fun? No.
Is it flashy? Absolutely not.
But without clean data, it’s just garbage in, garbage out, and you can't deliver great experiences.
It’s the foundation—like making sure the house is built on solid ground before you start decorating.
If your data is a mess, no amount of CX wizardry will fix it.
The MVP You Never Knew You Needed
Then, there’s process documentation.
I know—it sounds like a snoozefest.
Nobody wakes up excited to write Standard Operating Procedures (SOPs).
But you know what's worse? Chaos.
SOPs are what keep your business consistent, prevent confusion, and make sure that customers have a seamless experience.
Remember the last time you onboarded a new team member, and they were able to jump right in because everything was well documented?
How did that make your day easier?
That's the value of good process documentation—it empowers everyone to be confident and effective.
No one’s throwing you a party for finishing an SOP.
But here's the deal: when it’s done right, it saves time, avoids mistakes, and prevents chaos. Solid SOPs keep your team consistent, even when things get tough.
Just recently, during Hurricane Helene, our crisis playbook kicked in and kept the chaos of the moment outside as the teams moved with confidence and clarity—showing how crucial solid processes are when the stakes are high.
That's the beauty of having solid processes—it empowers people, even in the toughest situations.
The Jobs That Truly Matter
Firefighting Mode: The Never-Ending Battle of CX
Tech issues, customer miscommunications, last-minute crises—it’s all part of the daily grind.
How often do you find yourself putting out fires like these?
When you’re good at it, no one even notices.
You’re like the drummer in a band—keeping everything on track but only getting attention when something goes wrong.
Have you ever averted a crisis that no one even knew was coming?
It's these moments that prove your true value.
It’s the kind of behind-the-scenes work that keeps everything on track.
This kind of work is exhausting, no question about it.
But it's also what builds resilience.
It teaches you to stay calm when things go sideways, to keep the beat even when the rhythm falls apart.
It's about handling the chaos with grace—and that’s something worth taking pride in.
Where CX Warriors Are Made
And then there are those customers—the ones who test your patience, push every button, and seem like they’re determined to ruin your day.
It’s easy to take it personally, but that’s where your growth happens.
A deep breath, a moment to reset, and a compassionate approach can make all the difference.
Turning a tough situation around?
That's CX magic.
It’s not going to make headlines, but it leaves a lasting impression on the customer—and on you.
It’s proof that you can take the heat and still serve with integrity.
Why the Grind is the Backbone of CX
The Unseen Effort Behind Great CX
All those small, thankless tasks—cleaning up data, creating SOPs, putting out fires—are what make the big wins possible.
You can’t deliver “wow” moments without the work behind the scenes.
The true impact of CX doesn’t happen in the spotlight.
It happens in the day-to-day grind, where persistence and dedication lay the groundwork for success.
So the next time you're working through those tedious tasks, remember: the magic moments wouldn't exist without your effort.
The Secret Superpower of CX Pros
Showing up, day after day, even when the work is hard or unrecognized—that’s where real resilience comes from.
It’s like being the human version of a Timex watch: you take a licking and keep on ticking.
How do you keep showing up even when no one notices?
Maybe it's the sense of pride in a job well done, or the knowledge that you're building something meaningful, even if it's not always seen.
Whatever it is, that determination is what sets you apart.
This determination builds the kind of mental strength that helps you thrive in your role and sets you up for long-term success.
You become better at handling tough challenges, juggling competing priorities, and navigating tricky situations with grace.
This work isn’t glamorous, but it shapes a resilience that defines you, giving you strength long after the challenges have passed.
Finding Strength in the Struggle
Fueling Your Fire When the Going Gets Tough
Let’s be real—the grind can wear you down.
So, what keeps you going when it feels endless?
Celebrating the small wins along the way helps.
Did you resolve a customer issue that seemed impossible?
Did you get positive feedback from a tough customer?
Those moments matter, and they deserve to be celebrated.
It’s also about setting realistic expectations.
Not every day is going to feel like a victory.
But every day you show up, every day you put in the effort, you’re making progress—and that’s what counts.
Finding Your Tribe
CX can be a lonely job, especially when the work you do is invisible.
That’s why finding your support network—whether it’s colleagues, mentors, or an online community—is so important.
Having people who understand what you’re going through makes all the difference.
They lift you up when the days get tough, and they remind you why the grind is worth it.
Let’s Rewrite the CX Narrative
It’s time to start celebrating the real work in CX—the grind that keeps everything moving, the behind-the-scenes effort that creates those customer moments we all love.
This is the work that changes customer experiences, one interaction at a time. It might not be glamorous, but it's meaningful.
Take pride in the work others don’t see.
Keep pushing forward, because you are the backbone of every great customer experience.
Without your resilience, dedication, and hard work, the magic moments simply wouldn't exist.
Stay committed, stay strong, and remember: the work you do matters, and it changes lives, one customer at a time.
So let's give credit where credit’s due and keep pushing forward.
Because, if nothing else, the grind gives you some pretty great stories to share at happy hour and the satisfaction of knowing that without you, none of the magic moments would happen.
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👋 Please Reach Out
I started this newsletter to help customer-obsessed professionals deliver better customer experiences — and to have more conversations with friendly and interesting people exactly like you! 😊 If you ever...
have feedback for me
have a question or a problem around customer experience/strategy/team building or more
want to say hello
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PS.
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