profile

CX Passport

CX Leaders Are Playing This Role. Most Don’t Even Realize It

Published 10 months ago • 1 min read

This skill separates good CX leaders from great ones…

Customer experience isn’t just about metrics and feedback loops. Sometimes, it requires one of the world’s oldest professions.

No, not THAT one, you cheeky reader. 🫢

I’m talking about…

Diplomacy

Deanna Stearns explains it this way:

“I feel…like a diplomat, understanding each party's needs and each party's objectives that they have, and then trying to help craft a win-win situation out of that.”

This week on CX Passport, Deanna shares why great CX leaders act as negotiators, peacekeepers, and translators between customers and internal teams.

The best CX strategies aren’t dictated. They are brokered, ensuring that business goals and customer needs align.

Customers want to be heard. Businesses want to hit their goals. CX professionals are the ambassadors in the middle, navigating competing interests, brokering agreements, and ensuring both sides walk away with a deal that works.

Without them, departments become isolated nations, each pushing their own priorities without seeing the bigger picture. That doesn’t work well on the global stage…and it certainly doesn’t work well in the workplace.

The best CX professionals don’t just collect feedback. They are out there negotiating, mediating, and ensuring customer experience isn’t just a function but a force for business success.

Your Turn​
You’ve got them…what’s your favorite high stakes negotiation you’ve navigated in the customer experience world?

Put those tray tables up and buckle those seat belts. Let’s go!

-Rick

P.S. If you know someone who might benefit from this week’s newsletter, please feel free to forward this to them. Or they can sign up here.

What’s on tap this week?…

Host - Rick Denton

Rick believes the best meals are served outside and require a passport

🎤🎞️This month’s CX OpenToWork seeker in “The one where she’s a diplomat” with Deanna Stearns in CX Passport Episode 211🎧

Bring CX Passport Live to Your Event!

Excite your attendees, celebrate high value customers, increase conversion, create revenue

Hello?…Is it me you’re looking for?

Let's talk. Sometimes the only way to know if we're the right traveling party is to talk. Grab a time that works for you.

I love Kit and think you will as well. Want to upgrade your newsletter AND help out CX Passport?

Make the change to Kit like I did: https://partners.kit.com/cxpassport​

6160 Warren Parkway Suite 100 PMB 105842, Frisco, TX 75034
​Unsubscribe · Preferences​

​

CX Passport

Your weekly excuse to ghost Slack for 10 minutes. Get proven ideas from CX Passport’s expert guests...quick, sharp, and right to your inbox (You're not following the pod yet? Watch at www.youtube.com/@cxpassport Listen at www.cxpassport.com)

Read more from CX Passport

The instinct that keeps getting us stuck A familiar CX pattern: Something isn’t working. So we add... Add a metric. Add a dashboard. Add a meeting. Add a governance layer. Add a “center of excellence.” None of that is careless. Each addition is usually well-intended. But over time, action slows down anyway. That came up in this week's CX Passport with Frances Chapireau. We weren’t debating tools or platforms. We were talking about why insight so often stalls before it turns into action. She...

4 days ago • 2 min read

When B2B Customers Go Quiet In this week's CX Passport, my conversation with Kári Thor Runarsson focused on something that feels obvious ... and still gets missed all the time in B2B. Silence is not neutral. In consumer worlds, silence often just means indifference. In B2B, silence usually means something else entirely. It means the customer has already decided it’s not worth the effort to engage. Not worth replying. Not worth correcting you. Not worth filling out the survey you keep sending....

11 days ago • 2 min read

CX doesn’t fail in theory ... it fails in policy A quick correction before we get started...Last week, I included a link to the episode guest, Sarah Kinard. Unfortunately, that link went to the wrong Sarah Kinard. I'm sorry about that, y'all. Here is the correct link: Sarah Kinard. Back to it... We talk a lot about customer trust in CX.But when I look at broken experiences, it usually comes down to a simple pattern: we design for the exception instead of the customer. This week’s episode of...

25 days ago • 3 min read