Your executive leaders are committed to CX, right? Or wait, are they? Many C-level leaders declare their organization should be “customer centric” or “customer-led.” Many also believe strongly in it. But there can be a big dissonance between what leaders believe or think and how they behave. That’s a huge challenge for CX professionals who must influence leaders overcome the dissonance.

What Executives Do Detracts From CX Success

Many leaders – even if they believe in the love they profess for their customers – cast a damaging shadow on CX efforts. They:

  • Focus on short-term revenue gains at the expense of long-term customer loyalty.
  • Hire and promote based on business KPIs, not customer-focused KPIs.
  • Prioritize deadlines over ensuring customer insights are embedded in decision-making.

CX Leaders Must Overcome The Executive Shadow On CX: Use Our CX Leadership Habit Checklist

The goal: Get leaders to develop identity-based CX habits. How? Use our checklist as a conversation starter. Talk to senior stakeholders in your organizations and ask them which of the customer-centric habits their direct reports adopt. If that conversation goes well, you can also ask which habits they personally display.

If you want to discuss more, please contact us. And if you want to read more about this topic, check out some of our research on future fit leaders.