Customer Obsession: The Practice That Never Ends
How do you know if you’re truly customer-obsessed? Sometimes it’s not what you expect. Small choices, big results—let’s explore the signs that make all the difference.
Inspiration, education, and coaching for customer-obsessed leaders
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—Welcome to the DCX Newsletter—
Customer obsession has always been at the heart of what I do.
Two and a half years ago, I started the DCX Newsletter to inspire, educate, and coach leaders to put customers first and deliver exceptional experiences every day.
It’s not just a tagline—it’s the driving force behind everything I write and share.
But what does it actually mean to be customer-obsessed?
I get this question a lot, and honestly, it’s one of my favorite conversations.
The truth is, not everyone agrees on the definition.
For me, it’s about how you show up every day—the mindsets and actions that drive meaningful results and create experiences your customers won’t forget.
So, this week, let’s explore the ten signs of a customer-obsessed CX professional, grouped into three key themes: Mindsets, Actions, and Strategies that drive meaningful change and connection.
Mindsets: The Core Beliefs
1. You Listen Beyond Words
It’s not just about hearing what your customers say; it’s about digging into what they mean. Are you spotting patterns? Are you picking up on the emotions behind their words? Listening is more than taking notes—it’s about truly understanding their world.
Ask yourself: Are you really hearing your customers or just waiting for them to stop talking?
2. You Stay Curious
If you’re not constantly learning, you’re falling behind. Curiosity means staying open to new ideas, seeking out feedback, and being willing to challenge what you think you know. Growth starts with curiosity.
Think about it: When was the last time you asked, “What can I do better?”
3. You Make Decisions with Empathy
Every decision you make should come back to one question: “How will this make our customers feel?” Empathy isn’t a buzzword—it’s about walking in your customer’s shoes and letting their experience guide your choices.
Pause and reflect: Are you solving problems for your customers or just for your company?
Actions: The Daily Practices
4. You Take Ownership
When something goes wrong, do you step up? Customer-obsessed pros don’t pass the buck. If a customer has a problem, you stick with it until it’s solved. Period.
Gut check: Are you owning the outcome or making it someone else’s problem?
5. You Prioritize Action Over Perfection
Waiting for the perfect plan means waiting too long. Action drives progress. The best CX pros act quickly, learn from their results, and keep improving. Customers notice momentum—not intentions.
Challenge yourself: What’s one thing you could fix today, even if it’s not perfect?
6. You Celebrate Small Wins
Significant changes take time, but small wins can create an immediate impact. When you’re customer-obsessed, you always look for quick wins that build trust and keep customers happy.
Think small: What’s one quick improvement you could share with your team this week?
Strategies: The Long-Term Vision
7. You Anticipate Needs
Don’t wait for customers to tell you what they need—you’re already working on it. Anticipation comes from paying attention to patterns and staying one step ahead.
Consider this: Are you reacting to customer complaints or preventing them?
8. You Build Connections, Not Transactions
Customers want to feel like people, not numbers. Building genuine relationships takes effort, but it’s the key to long-term loyalty. It’s not just about solving problems—it’s about making people feel valued.
Ask yourself: Are you connecting with your customers or just closing tickets?
9. You Embrace Change
Customer needs evolve, and if you’re not adapting, you’re falling behind. Embracing change means being flexible, staying open to feedback, and pivoting when the status quo isn’t cutting it anymore.
Reality check: Are you resisting change or leading it?
10. You Lead by Example
Customer obsession starts with you. When you model the behaviors you want to see, your team follows. It’s not just about telling people to care—it’s about showing them how.
Reflect: Are you inspiring your team to put customers first or just telling them to?
Wrapping It Up
As you can see, customer obsession isn’t about checking boxes or following a script.
It’s a way of thinking that puts customers at the center of every decision.
It means showing up consistently, understanding their needs deeply, and solving their challenges as if they were your own.
Customer obsession comes alive in the small, everyday decisions, habits, and strategies that shape the experience customers have with you.
This isn’t easy, and it’s not always obvious.
But when you embrace this mindset, you start to see the patterns and behaviors that define what it means to be truly customer-obsessed.
Think about it: when was the last time you looked at a customer’s issue and thought, “This could be my problem”? That mindset is where it all begins.
Yeah, it’s hard work. But the payoff? Building trust, sparking innovation, and creating relationships that stick. It’s worth it.
Here’s my challenge to you: Which of these 10 signs will you embrace today?
Big or small, every step matters.
Let’s keep building relationships that last—together.
Want to know how customer-obsessed you really are?
Download the DCX Customer-Obsessed Scorecard to rate yourself on the 10 signs, reflect on your strengths, and identify where you can grow.
NEW from DCX: Rally Every Department Around Customer Obsession
Ready to cultivate a customer-obsessed culture? The CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does.
Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success—no fluff, no filler—just proven tips to get everyone on the same page. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.
Introducing: The "DCX One-Minute Mentor" Series!
I’m cooking up a new series of super quick, easy-to-digest videos and articles with punchy tips for CX pros. Just one minute to get a dose of inspiration, actionable advice, or a challenge to kick your CX skills up a notch.
Here are some topics coming soon:
Handling Nightmare Customers: How to keep your cool, show empathy, and flip those frustrating moments into wins.
Personalization Hacks: Tricks to make every customer feel like they’re the only one that matters without going overboard.
Moments That Wow: Real examples of surprising customers in ways that make them love your brand and tell their friends.
These quick hits are all about helping you take action right away, see the impact, and keep getting better without any hassle. Whether you're leading a team or on the front lines, there's something here for you.
What do you want to see in the "DCX One-Minute Mentor" series? Drop your ideas below, and let’s make this a community effort! Thanks!
Sundays are for Catching up and Learning
DCX Links: Six must-read picks to fuel your leadership journey. Dive into the latest edition now!
👋 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
...then please get in touch. I'd love to hear from you!
— Mark
www.marklevy.co
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Join the global community of 1,000+ CX trailblazers! Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Don’t miss out—join the movement today!
This edition was brilliant, Mark. Interesting split between core beliefs, daily practices and long-term vision - I've never seen it laid out in such a way.
I'd say I score 9/10 on this survey - one action point for me is to do more networking and show my face on external conferences etc. Looking forward to read the topic on "nightmare customers"!