LinkedIn for CX Leaders: No Time? Start with These Two Things

You can be incredibly busy with CX and still not be the person people think of when major decisions are made.

And THAT is the painful part.

You run the programs, design the customer journeys, implement AI, follow up on actions, and keep the entire CX machine running. But when strategy is discussed, when major decisions about customers are being made, or when the CEO asks, “Who should we have in the room?”, does your name come up?

That question came back to me while I was sitting in the Air France lounge at Heathrow with a glass of champagne in my hand.

Happy? Absolutely. Celebrating? Definitely. Tired? Also very much so. Those eyes didn't lie.

I had just finished hosting the CX Travel and Hospitality Exchange in London. It was two intense days filled with networking, insights into AI, customers, and leadership—and a lot of FUN. I also received wonderful feedback on my moderation, my thoughts on CX leadership, and the energy I brought to the event.

Another CX leader had joined the CX Leadership Masterminds Bootcamp, ready to develop her strategic leadership skills.

And there was one more reason for the bubbles: I had reached 15,000 followers on LinkedIn.

Why 15,000 LinkedIn followers mattered to me

At the beginning of the year, I wrote that number down as one of my goals.

And then, there it was.

15K followers.

Seriously, Nienke? Is THAT what this is all about?

Of course not.

I set that goal because I wanted more people to know what I stand for, how I view CX leadership, and what I believe deserves more attention in our profession.

Because being good at your job doesn't automatically mean people know what you're good at.

For CX leaders, LinkedIn can be a strategic asset. It provides a platform to share your expertise, showcase your ideas, and build relationships beyond the colleagues and stakeholders you already work with every day.

And those relationships matter.

Your network shapes your opportunities and impact

Researchers from LinkedIn, MIT, Harvard, and Stanford studied more than 20 million LinkedIn users over a five-year period. During that time, they tracked 2 billion new connections and 600,000 new jobs.

Their research showed that connections outside our closest circle can create valuable new career opportunities. In particular, moderately weak ties—people we know but do not interact with frequently—can give us access to information and opportunities we would not find within our immediate network.

Another study, involving 185 employees across 43 teams, found that people’s positions within their professional networks influenced whether they spoke up with ideas and suggestions. The researchers describe relationships as a form of “social credentials”: your network can affect whether others recognize, trust, and support your ideas.

So I keep coming back to this question:

Who thinks of you?

When the CEO is looking for someone who can link customer needs to growth, AI, cost reduction, or transformation, is your name on the list?

When the executive team is making decisions that will shape the customer experience for the next three years, are you invited because they know you can help them make better business decisions?

And when the leadership offsite is being planned, are you one of the people they want in the room?

THAT is the level I want CX leaders to strive for.

Why LinkedIn Matters for CX Leaders

Please don't become some kind of LinkedIn influencer. We all know the posts I'm talking about. 😉

Use LinkedIn to show people your expertise, your opinions, and your perspective on customer experience.

I know how you feel.

What will my coworkers think?

Will it come across as bragging?

What if I post something and nobody responds?

But there is a much more important question:

What happens if nobody knows what you think?

If you want to become a Strategic CX Leader, people need to understand what you stand for and what you bring to the table. Sharing your thoughts regularly helps people associate your name with the CX challenges they are trying to solve.

You don't need to spend hours creating content to start building that visibility. Start with these two things.

1. Start commenting on LinkedIn

Find people whose thinking you admire and join their conversations.

And please, no “Great post!”

Add something meaningful. Share what you agree with, explain why you see things differently, or tell them what their post made you think about.

A single thoughtful comment can demonstrate your expertise, introduce your perspective to a new audience, and spark a valuable conversation.

And no generic ChatGPT answers, please. We can spot them right away. Your comment should sound like YOU and reflect your own experience.

2. Post something yourself today

Share one lesson from last week.

One CX opinion.

One customer insight.

One question you keep hearing within your organization.

It doesn't have to be perfect or beautifully designed. It just needs to contain a thought that is genuinely your own.

My 15,000 followers didn't appear overnight. They came one post, one opinion, one comment, and one conversation at a time.

So yes, I celebrated reaching 15K. And I'm very grateful to everyone who is part of my LinkedIn community.

But now it's your turn to get out there on LinkedIn.

Your goal isn't to gain followers. Your goal is to make your thinking visible, build meaningful relationships, and become the CX leader people think of when strategic decisions are made.

Start with one comment or one post today.

Now let’s GOOOOO.

Until next time, keep spicing up your Customer Experience leadership.

*****

Nienke Bloem is often referred to as the Customer Experience speaker in the blue dress.

She is a global CX thought leader, educator, and keynote speaker who inspires audiences with best practices and proven methodologies. She runs a speaking practice, a CX game company, and a training business; she lives and breathes Customer Experience and is the author of two books on CX.

Her two-day Customer Experience Masterclass is known as the best program to prepare for the CCXP, and she is the go-to person for CX leaders who want to advance their leadership and achieve immediate results from their Customer Experience transformation programs. Since 2020, she has been hosting a CX Leadership Masterminds program and helping leaders enhance their leadership skills and deliver an engaging CX story, including a solid CX strategy. In addition, she is a modern-day pilgrim and has drawn parallels between her journey and leading customer-centric transformations.

With over 20 years of corporate experience, she speaks the language of business. Her keynote speeches and training programs on customer experience are inspiring and practical. She is one of the few Recognized Training Partners of the CXPA, and her mission is to make customer experience work and help you achieve business results. Subscribe to her weekly CX newsletterto stay informed.