Lead your leaders – The mindset shift every CX leader needs
There’s something I’ve noticed again and again in CX.
And I’ve done it myself too.
We love to talk about leaders.
How “they don’t get it.”
How “they only care about KPIs.”
How “they never spend time with customers.”
Sound familiar?
For years, I did exactly that. I complained, rolled my eyes, and pointed out what wasn’t working. Until one moment changed everything.
It was 2013, Valentine’s Day season, when I was leading CX at KPN. I had written a blog about a wonderful customer interaction and someone asked, “Why isn’t your CEO responding to this?” I shrugged it off, saying, “He should know about it!”
But my boyfriend at the time looked at me and asked,
“So, Nienke, did you actually tell him about it?”
That question hit me like a brick.
Because no, I hadn’t.
I expected leadership to “get it,” without ever helping them get there.
That moment made me realise something fundamental:
As CX leaders, we can either judge or join.
We can either stand on the sidelines… or help leaders lead.
It’s so easy to point out what’s wrong.
Much harder, and much more powerful, to step in and make things right.
From that day on, I started asking myself:
* How can I make it easier for leaders to connect with customers?
* How can I help them make confident decisions on CX topics?
* How can I show up as a human partner, not just “the CX person”?
It all starts with a mindset shift.
From frustration to facilitation.
From blaming to bridging.
Because when we build bridges with our leaders, everything changes.
CX becomes easier. Decisions move faster. And you’re no longer the lonely voice of the customer, you’re part of the leadership that drives real change.
If this resonates with you, I invite you to listen to my newest podcast episode of CX Leadership Talks, called Lead your leaders.
In it, I share the full Valentine’s Day story (including a bold email to the CEO that almost gave me a heart attack) and three practical ways to turn this mindset shift into action.
Listen to the episode here.
And while you listen, reflect on this:
Who’s one leader in your organization you could help this week?
Maybe by simplifying a decision, planning a customer visit, or just sending a thoughtful note.
Because the moment you start leading your leaders, that’s when CX leadership truly begins.
Want more CX leadership insights? Connect with me on LinkedIn, and sign up for my weekly CX Greetz.
Until next time, keep spicing up your Customer Experience leadership.
*****
Nienke Bloem is often called the Customer Experience speaker in the blue dress.
She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.
Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.
With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.
