DCX Links | December 29, 2024
This week, we’re rethinking the basics to uncover what really drives impact.
Inspiration, education, and coaching for customer-obsessed leaders.
Welcome to the roundup of customer experience insights!
This week’s links dive into a critical theme: rethinking the fundamentals.
Sometimes, the biggest breakthroughs come not from adding more but from questioning the basics—how we measure success, connect with customers, and design experiences.
These stories challenge us to strip away what’s not working and refocus on what truly matters. Because in CX, getting the fundamentals right isn’t just important—it’s everything. Ready to reimagine the foundation of your success?
Happy reading—and stay curious, DCXers!
-Mark
This week’s must-read links:
Gamified Fitness: What Whoop Can Teach Us
A perspective on happiness to start the year
How Will You Shape the Future of Customer Experience?
Unf*ck Your CX: NPS Is Lying to You
The Paper Passport Is Fading: What It Says About Our Future
Zero Complaints: The Path to Continuous Value Creation
Gamified Fitness: What Whoop Can Teach Us
Why it matters: Whoop, the $3.6 billion wearable tech superstar, has cracked the code on gamification. It’s not just another fitness tracker—it’s a daily dose of motivation that turns health data into a game you actually want to play. If they can make sleep and recovery addictive, what could you do with your CX strategy?
Why Whoop works: Whoop doesn’t care about your step count. It’s all about recovery, strain, and sleep, giving you insights that feel like little gifts. Through smart design, they’ve turned boring data into something that keeps you coming back.
Scoreboards for life: Recovery and strain scores make it super easy to see how you’re doing and where you can improve. Think of it like a health report card you actually care about.
Bragging rights unlocked: Badges and leaderboards let you compete with yourself or your friends. It’s a fun way to push yourself without feeling like work.
It’s all about you: The app’s personalized insights make every recommendation feel spot on. Who doesn’t love a little tailored advice?
What CX pros can steal:
Turn stats into stories: Data is dull until you make it relatable. How are you showing customer feedback to your team? Are you making it engaging or just dumping numbers on them?
Create habit loops: Whoop’s secret sauce is in small wins that keep users coming back. Think about the tiny moments of delight you could add to your customer’s journey.
Get personal: People want to feel like you see them. Personalized experiences aren’t just nice—they’re what everyone expects now.
The big takeaway: Gamification works because it makes the boring stuff fun. Whether you’re designing a loyalty program or trying to jazz up your digital experience, take a page from Whoop’s playbook. Find the magic in the mundane and you’ll keep people coming back.
A perspective on happiness to start the year
Why this matters
I believe this video is a must-watch because it reminds us of the power of reflection and intentionality—two things that often get lost in the noise of our daily routines. Jonny Thomson has a way of simplifying profound ideas into actionable insights that resonate deeply. For anyone looking to grow as a leader, a professional, or just as a human being, his philosophy offers a roadmap to clarity and purpose. It’s not just theory; it’s practical wisdom that can genuinely make a difference.
Why it matters for CX professionals
Philosophy's emphasis on ethics, empathy, and critical thinking has direct applications in customer experience. When you consider how you make customers feel—or whether your brand aligns with their values—you're engaging with philosophical principles. Jonny's work challenges us to reflect deeper on the 'why' behind the 'what' in CX strategy.
The three pillars of happiness
Jonny highlights three essential pillars of happiness:
Purpose: A sense of meaning in what you do, whether in work, relationships, or personal growth.
Connection: Building and maintaining strong, authentic relationships with others.
Autonomy: Feeling in control of your own life and decisions.
These pillars serve as a foundation not just for personal fulfillment but also for creating meaningful and customer-centric experiences in professional settings.
Jonny emphasizes several key philosophical teachings:
The Power of Questions: Great leaders and thinkers ask profound questions rather than just seeking answers.
Empathy as a Core Value: Understanding others' perspectives is essential, whether in life or business.
Ethical Reflection: Decisions should align with core values and consider long-term impacts.
Critical Thinking: Avoid being swayed by trends or groupthink; think independently and with clarity.
Stoicism for Resilience: Ancient Stoic practices, like focusing on what you can control, remain powerful tools for dealing with modern challenges.
Key takeaway
Thomson reminds us that philosophy is for everyone. It’s about asking better questions, fostering empathy, and seeking clarity amid the chaos—skills every CX leader should master. As Jonny says, “We don’t need more answers; we need better questions.”
Jonny’s Books: Mini Big Ideas
Unlock Leadership That Inspires Action
For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence.
“What stood out was how action-oriented the course is. Each email comes with practical tips and challenges that I could apply immediately in my day-to-day interactions. It’s not just theory—I found myself practicing the advice on active listening, relationship building, and credibility right away. This positively impacted how I approached conversations and built connections with my colleagues and clients.” - Dr. Chris Brown, CEO MRI/MarketCulture
How Will You Shape the Future of Customer Experience?
The Three Horizons Framework: This CustomerThink article talks about a game-changing approach to planning for the future: the Three Horizons Framework. This method helps balance immediate priorities with long-term innovation:
Horizon 1: Focus on keeping your core CX running smoothly—address today’s pressing needs.
Horizon 2: Identify emerging opportunities and start experimenting with new ideas.
Horizon 3: Explore transformative, big-picture innovations that could redefine the future.
Why it matters: The future of customer experience isn’t set in stone—it’s ours to create. With tech evolving fast, customers expecting more, and the world throwing curveballs, CX pros like us have a chance to totally rewrite the playbook. This CustomerThink article dives into how we can lead the charge.
What’s next for CX?
AI and automation: Smarter tech is making customer interactions feel more human—think chatbots that actually “get” you. But let’s not forget: empathy and the personal touch still win hearts.
Personalization at scale: Customers want to feel special—even if there are millions of them. Cracking the code on this is all about better data and smarter journey mapping.
Values-driven CX: People want to support brands that stand for something. Whether it’s sustainability, diversity, or ethics, being real about your values matters more than ever.
What it means for us:
Stay on your toes: Things are changing faster than ever. Keep experimenting, stay curious, and don’t be afraid to try new stuff.
Lead with empathy: As tech takes over the basics, real human connection will set you apart. Listen more. Care more. That’s the secret sauce.
Play the long game: Don’t just follow trends—think about where you want to take your CX game in the next 5-10 years.
The bottom line: We don’t have to predict every trend—we just need to stay flexible, keep innovating, and always put customers first. The future of CX is in our hands, so let’s start shaping it today.
NEW from DCX: Get Every Department Onboard with Customer-Centricity
Want to build a true customer-first culture? The CX Leader’s Guide to Organizational Buy-In is your blueprint for getting every department—whether it’s customer service, sales, product, tech, finance, or HR—aligned with customer-centric practices.
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.
Unf*ck Your CX: NPS Is Lying to You
Why it matters: Let’s be real: NPS has been CX’s golden child for way too long. But here’s the kicker—it might be screwing you over. Zack Hamilton’s fiery LinkedIn post lays it out: If you’re blindly chasing NPS, you’re probably missing the point and killing your brand.
What’s wrong with NPS?
It’s a cop-out: One number can’t capture the messy, complicated reality of customer experience. Are you solving real problems or just ticking boxes?
It’s clueless about context: NPS doesn’t care about the why behind the score. That’s like driving blindfolded.
It’s easy to game: Let’s face it, inflating scores by begging for good ratings or cherry-picking feedback is BS—and it’s not fooling anyone.
What you should actually do:
Listen up: Forget the score—dig into the real feedback. What’s pissing off your customers? Fix that.
Stop being basic: Use smarter metrics like customer effort or lifetime value. NPS is just one piece of the puzzle.
Follow through: Don’t just nod at feedback. Act on it. Show your customers you’re paying attention and actually care.
Here’s the deal: NPS isn’t evil, but it’s not your savior, either. If you’re serious about CX, stop worshipping at the altar of NPS and start doing the real work. As Zack says, “It’s time to unf*ck your CX.”
Source Want the full tea? Zack’s LinkedIn post breaks it all down, and then some. Go check it out.
The Paper Passport Is Fading: What It Says About Our Future
Why it matters: The shift from paper passports to digital IDs isn’t just about travel. It’s a sneak peek into a world where physical stuff gets replaced by sleek, connected systems. But here’s the thing: as we ditch paper for pixels, are we really ready for what’s coming?
This isn’t just about passports:
Tech is changing the rules: A digital passport isn’t just easier—it’s a new way of dealing with data, trust, and security. When governments and companies want more of our personal info, how do we know who to trust?
Convenience comes with a price: Sure, skipping customs lines is cool, but what about the data trail you’re leaving behind? Every shortcut has a catch.
Not everyone benefits: Going digital could leave some people out—like those who don’t have smartphones or aren’t comfortable with tech. What happens to them?
What’s the bigger picture?
Trust is everything: In a more digital world, trust is the real currency. Companies, governments, and innovators need to earn it.
We’re figuring it out: Nobody’s nailed this yet. There are privacy issues and tech hiccups, and that’s fine—if we keep customers and citizens in the loop.
Stay ahead of the game: Whether it’s a passport or a payment app, the world is speeding up. Keeping up means adapting—and maybe even leading the way.
The takeaway: The end of the paper passport isn’t just about convenience. It’s a sign of bigger changes coming. It’s about how we move, share, and trust in a digital-first world. If you’re in CX, tech, or just curious about the future, this is your wake-up call to start rethinking everything.
Source
Zero Complaints: The Path to Continuous Value Creation
Why it matters: Imagine a world where customers have zero reasons to complain. That’s the bold vision behind Zero Complaints: The Path to Continuous Value Creation. My friend, Bill Price—on his fourth book about CX, no less—teams up with Gautam Mahajan and Moshe Davidow to show us how to make it happen. This isn’t some pie-in-the-sky dream. It’s a practical guide to getting rid of complaints and transforming your business.
What makes this book stand out?
Rooting out complaints: Bill and the team break down why customers complain and how those frustrations wreak havoc—think churn, costs, and burned-out employees.
The cost of complaints: Complaints don’t just annoy your team—they cost big money. This book lays out how much you could save by heading them off before they happen.
The Zero Complaints playbook: It’s packed with real tools, processes, and strategies to fix problems at their core—and keep them from coming back.
Why this hits home:
It’s not just tweaks—it’s transformation: This is about rethinking how businesses operate, creating a culture where complaints aren’t even a thing.
Real-world lessons: Bill, Gautam, and Moshe share case studies from companies around the globe that are making Zero Complaints a reality.
Change your mindset: It’s not about reacting to problems—it’s about preventing them entirely. That shift can redefine how leaders approach CX.
The takeaway: This isn’t just another CX book. Zero Complaints is a wake-up call for businesses that are tired of playing defense. Bill Price and his co-authors lay out a practical, inspiring vision of what’s possible when you aim for zero complaints. If you care about CX—and I know you do—this book is your new blueprint.
Pre-order on Amazon - Available Jan 25, 2025
Thank you!
I hope you found value in this week’s links. See you next Sunday at 8:15 am ET!
If this edition sparked ideas, share it with a colleague or team member. Let’s grow the DCX community together!
👋 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 just like you! 😊 If you ever...
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Usual high quality and helpful content, thanks Mark!