Four Traits of Customer Experience Leaders that Set Them Apart

The responsibilities of Customer Experience (CX) leaders have changed dramatically due to the rapid changes in the current marketing landscape. As the pressure to deliver exceptional customer experiences rises, they must adopt some key CX traits that will enable them to perform at their peak while standing out from the rest.

Customer experience has topped the priority list of most brands, as they have realized its immense potential to drive business growth. In fact, according to a study conducted by Gartner, 89% of brands are prioritizing customer-facing digital experiences in 2021.

As a result, it has put immense pressure on Customer Experience (CX) leaders to deliver an exceptional experience. If not appropriately addressed, this workload may hamper the ability of CX professionals to deliver their best for their customers. Hence, they must adopt the traits of high-performing CX leaders to ensure they are developing strategies that deliver an exceptional customer experience as well as gain the confidence of their board.

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Below are four traits that Customer Experience leaders should cultivate over time to keep performing at their peak level:

An endless curiosity

To become an effective CX leader, one should constantly seek opportunities to better understand their customers’ motivation, behaviors, and needs. They should think outside the box and shouldn’t hesitate to wander a bit in their journey to understand their customers. Instead of only asking specific questions just to close the loop, they should ask questions to their potential customers without focusing too much on the end goal. This way, they will be able to discover the new dimension of customer behavior. Thus, having this endless curiosity to understand customers can enable them to design better products and services that meet their needs.

Listening without forming bias

After asking a question to their potential customers, they should listen to them without forming their own bias. However, many CX leaders suffer from confirmation bias which prevents them from seeing the bigger picture. Since high-performing CX leaders are aware of such preconceived notions and how it can impact their listening, they make a conscious effort to not categorize based on their assumptions. Instead, they carefully listen and try to understand the underlying needs and motivations behind what their customers are saying.

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Being Exceptional Storytellers

Effective CX leaders have the ability to express their views in the form of a story to get their points across. By understanding their customers’ pain points, needs, and the steps brands can take to enhance their experience, CX leaders can gain the confidence of not only their customers but also their marketing leaders.

Not operating in silos

Often CX teams operate in silos, which acts as a hurdle to building a truly customer-centric culture. High-performing CX leaders understand this and make an active effort to collaborate with the rest of the company. They understand that by collaborating between departments, they will gain the knowledge and expertise and leverage these to positively impact them by delivering exceptional customer experiences.