Customer Experience Leadership: What Customers Wish We’d Do | #CX

As we explore customer experience leadership, it’s amazing how much we learn from asking the simple question, What do customers wish we would do?

The answers to this question ensure that our customer experience leadership focuses on what truly matters to customers. So let’s look at those answers!



Customer Experience Leadership: Image is round band with the word hope on it.

Customer Experience Leadership: What Customers Wish We’d Do. Image by Michael W. May via Flickr.

Image by Michael W. May via Flickr Creative Commons License.


Customer Experience Leadership: What Customers Wish We’d Do

  • Listen! Customer frustration about our pre-planned experiences is boiling over. No matter how much we think we know the customer from previous interactions, their expectations do change. If we are listening and adapting, we can exceed their expectations. Otherwise we will be delivering what they used to want.

  • Customer Experience Leadership Step: Empower the front line employees on every channel to listen vs. deliver the script. Use AI for automated functions to listen and adapt.


  • Make it Easy! More than ever, customers won’t stick around when the experience is difficult.

  • Customer Experience Leadership Step: Scour through every aspect of the customer experience journey. Get rid of the difficulty. Whether it’s online, on the phone, or in person, make it easy!


  • Personalize! Customer expectations are personal and individual. Forget yesterday’s trends on age, income, and gender trends. Personalizing the experience is THE way to exceed customer expectations & keep them coming back.

  • Customer Experience Leadership Step: Empower ALL employees in your organization to personalize the customer experience. Don’t leave your front liners hanging from empty promises to customers.


Customer Experience Leadership Summary

We’ve been talking about these changes for years. During that time, technology has come along to help us listen, make it easy, and personalize the experience. So what is still holding company leaders back?

  1. Old beliefs.

  2. Old technology.

  3. Lack of trust.

  4. Trying to preserve power.

  5. Resisting change.


So how can they get their entire organization to a) listen b) make it easy and c) personalize the customer experience? Gather all company leaders (including front line team leaders) for a customer experience summit and identify the answers to the five point list. Yes, there will be many steps to getting there. Yet, to get there you must have the vision and momentum to start. Be the start. Get busy!


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Reach Out to Transform Customer Experience
Customer Experience: 24 Tips to Make It Easy for Customers
Leadership: Make It Easier to Innovate Than to Complain
Leadership Innovation Blocks: Are These Happening to You?

©2019 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.


Get more inspiration and actionable tips for high engagement results!


Buy Kate Nasser’s new book Leading Morale (Amazon.com).

Leave a Reply

KateNasser on Facebook KateNasser Blog KateNasser on Twitter KateNasser on LinkedIn KateNasser on Pinterest