Your CX Strategy Needs Therapy (and That's Okay)
Because Ignoring the Problems Won’t Make Them Go Away
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Every CX strategy, no matter how polished, develops bad habits over time.
When was the last time you truly listened to your customers?
Not just reviewed the latest CSAT report or glanced at NPS trends—but really sat with the feedback, the friction, and the moments where expectations weren’t met?
If that question gives you pause, you’re not alone.
Even the most experienced CX teams can drift into reactive mode.
A strategy that once felt intentional and human-centered can gradually turn into a process of managing damage, not building connection.
That shift is subtle—and surprisingly common.
But here’s what matters: recognizing the pattern is a sign of progress, not failure.
Much like therapy, great CX work begins with honest reflection.
You have to acknowledge what’s no longer working in order to make space for transformation.
It’s not about blame—it’s about building something better.
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The same way people fall into patterns of stress eating or doom-scrolling at midnight, companies can slip into unhealthy CX habits that sabotage their own efforts.
The good news?
Once you recognize the symptoms, you can actually do something about them.
With that in mind, let’s unpack five CX habits that may be undermining your efforts.
Each one comes with a quick, actionable fix you can apply with your team—starting today.
1. The Avoidance Trap: Ghosting Your Customers Isn’t a Strategy
Let’s start with the obvious: ignoring customer complaints doesn’t make them disappear.
It just lets them fester.
It’s tempting to triage feedback—to focus on “the fires” and archive the rest.
But when your team starts treating complaints like haunted-house ghosts, hoping they’ll vanish on their own, you’re inviting long-term reputational damage.
Why it happens: Emotional fatigue. Repeated exposure to negative feedback can wear teams down. Without a safe, structured space to process that data, avoidance becomes a defense mechanism.
Quick Win:
Create a weekly “feedback therapy” session. Think of it as a psychological safety zone for tough truths. Rotate in different teams (support, product, ops), and frame the session around three key questions:
What are we hearing?
What are we doing about it?
What are we celebrating?
This isn’t about venting—it’s about metabolizing feedback into action and resilience.
2. The Over-Personalization Problem: Creepy ≠ Customer-Centric
Personalization is powerful.
But when it crosses the line from thoughtful to intrusive, customers notice—and not in a good way.
We’ve all received those emails: “Hi Sam, we noticed you clicked on socks at 3:17 AM last Tuesday.”
Yikes. It feels less like service and more like surveillance.
Why it happens: CX teams are under pressure to prove ROI, and personalized touchpoints are a favorite metric. But too often, the nuance of relevance gets lost in the race for precision.
Quick Win:
Adopt the “barista rule.” If the message wouldn’t feel natural coming from a barista or concierge, rework it. Aim for contextual empathy over algorithmic cleverness. Personalization should enhance a journey—not hijack it.
And remember: asking for preferences is often better than guessing them.
3. The Silo Syndrome: Your Customers Shouldn’t Have to Play Detective
Internally, your teams might be aligned. Externally, it can feel like chaos.
When marketing promises one thing, support delivers another, and product teams are unaware of either—it’s the customer who suffers.
They shouldn’t have to solve your organizational miscommunication.
Why it happens: Structural silos. Many orgs still separate CX from Product, Marketing, or Ops—even though every department impacts the customer journey. That disconnect creates lag, confusion, and inconsistency.
Quick Win:
Hold monthly “CX Insight Exchanges.” Bring cross-functional teams together to share frontline stories, data, and pain points. Keep it solution-focused. Bonus: create a shared CX dashboard where everyone—from execs to engineers—can see real-time themes and wins.
Unified visibility builds accountability and empathy.
4. The Expectation Gap: Don’t Promise the Stars and Deliver a Burrito
Expectation management is one of the least glamorous, most critical parts of CX.
When a brand promises and overshoots actual capabilities, trust erodes—fast.
Even a decent experience can feel like a letdown if the expectations were sky-high.
Why it happens: Overzealous marketing, optimistic sales reps, or aspirational UX language. Everyone wants to shine. But if reality can’t back it up, customers feel misled.
Quick Win:
Conduct a “promise audit.” Look at every customer-facing touchpoint—landing pages, chatbot intros, onboarding flows, email copy. Are your promises clear, realistic, and consistent?
Then align your delivery. Underpromise and delight > overpromise and disappoint.
5. The Speed Trap: Faster Isn’t Always Smarter
In CX, urgency is often seen as a virtue. But chasing instant wins can lead to shallow solutions and burnout.
Customers don’t just want things done fast—they want them done right.
Why it happens: Pressure to show quick ROI, meet OKRs, or outpace competitors. In sprint culture, depth can get deprioritized.
Quick Win:
Break large CX initiatives into micro-wins. Celebrate incremental progress publicly—this builds morale and keeps stakeholders engaged without over-promising.
Set the expectation that thoughtful execution is a strength, not a delay.
Needing a CX reset isn’t a sign of failure—it’s a sign of maturity.
The best teams don’t avoid hard questions.
They pause, reflect, and course-correct.
They recognize that strategy isn’t static—it’s alive. And like any living system, it needs regular checkups.
So if your CX strategy feels stuck, misaligned, or just plain tired—don’t panic.
Get curious.
Get honest.
Re-engage your team with empathy and transparency.
The transformation begins there.
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What’s Your #1 CX Challenge Right Now?
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From Insight to Action
But knowing what needs fixing is just the beginning.
The real challenge is turning all this insight into meaningful action.
And while you can't fix your entire CX strategy overnight, you can absolutely start making progress today.
Here's a simple, no-fluff 30-day reset plan to help you turn those good intentions into real results.
From Insight to Action: Your 30-Day DCX Reset
Week 1: Listen Deeply
Objective: Unearth unfiltered customer feedback and identify recurring themes.
Action Steps:
Block 2 hours of uninterrupted time to review recent customer feedback across all channels: surveys, reviews, chat logs, support tickets.
List the top 3 recurring complaints or pain points.
Determine which issues have actionable solutions and prioritize them.
Create an “Action Plan” document detailing problems, urgency, and potential fixes.
Metrics: Number of issues identified, customer satisfaction score changes.
Week 2: Map the Gaps
Objective: Pinpoint where your promises and customers’ actual experiences don’t align.
Action Steps:
Compare customer expectations to the reality of their experiences.
Identify the top three gaps based on customer pain points identified in Week 1.
Define quick wins versus long-term projects.
Draft a roadmap outlining immediate fixes and longer-term solutions.
Metrics: Reduced complaint frequency, improved Net Promoter Score (NPS).
Week 3: Cross-Team Connection
Objective: Foster collaboration and shared accountability across teams.
Action Steps:
Host a 90-minute cross-functional meeting with representatives from marketing, product, support, and CX.
Share customer insights, discuss pain points, and align on shared priorities.
Assign ownership to each action item and set deadlines.
Schedule follow-ups to track progress.
Metrics: Number of actions completed, improved inter-team communication.
Week 4: Test & Learn
Objective: Implement, measure, and iterate.
Action Steps:
Choose one priority from your roadmap and roll out a pilot fix.
Measure the impact with key metrics: CSAT, NPS, conversion rates.
Gather feedback from customers and teams.
Document lessons learned and refine your approach.
Share successes and insights with the entire team.
Metrics: Measurable improvements in customer satisfaction, documented lessons learned.
Let’s Stop Fixing Symptoms and Start Healing Systems.
This isn’t about perfection—it’s about progress.
And the best CX leaders?
They’re the ones brave enough to ask hard questions and bold enough to act on the answers.
What Successful CX Leaders Do on Sundays
DCX Links: Six must-read picks to fuel your leadership journey delivered every Sunday morning. Dive into the latest edition now!
DCX Links | April 6, 2025
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👋 Please Reach Out
I created this newsletter to help customer-obsessed pros like you deliver exceptional experiences and tackle challenges head-on. But honestly? The best part is connecting with awesome, like-minded people—just like you! 😊
Here’s how you can get involved:
Got feedback? Tell me what’s working, what’s not, or what you’d love to see next.
Stuck on something? Whether it’s a CX challenge, strategy question, or team issue, hit me up—I’m here to help.
Just want to say hi? Seriously, don’t be shy. I’d love to connect, share ideas, or even swap success stories.
Your input keeps this newsletter fresh and valuable. Let’s start a conversation—email me, DM me, or comment anytime. Can’t wait to hear from you!
— Mark
www.marklevy.co
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Thanks for being here. I’ll see you next Tuesday at 8:15 am ET.
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