Leadership In Customer Service

Look after YOUR TEAM and they will look after YOUR CUSTOMERS 🔥 I've spent over a decade studying great leadership. Firstly because I was a terrible at it and didn’t know what I was doing. Secondly, because I understood that the trajectory of any team stems from the top. I’ve learnt that ultimate goal of any true leader is to create efficient systems and empower their team, so they become self-reliant. Think of it like a sports coach: their job is to prepare the team, but they don't play the game. A coach's influence is typically limited to before the game, at the half-time break or after the match. The team must execute on the field or court. If a coach has to join the game, they haven't done their job properly and there is something wrong with the system. So how do you inspire your team to bring their best selves: 🌟 Vision and Inspiration: Leaders typically have a clear vision and the ability to inspire employees towards a common goal. This inspires a sense of purpose, making employees feel important as they contribute to a greater mission 🔑 Empowerment: Leaders often empower employees to make decisions and take ownership of their work. This autonomy fosters a sense of significance and trust among employees 👂 Listening and Feedback: Leaders tend to actively listen to employees' ideas and concerns, providing constructive feedback. This shows employees that their input matters, reinforcing their importance within the organisation 📈 Development: Leaders prioritise employee growth and development, helping them acquire new skills and advance in their careers. This investment in personal and professional growth reinforces the sense of importance. 🏆 Recognition: Leaders are often more inclined to recognise and appreciate the contributions of their team members. Regular recognition boosts morale and makes employees feel valued and important. 🗣️ Transparency and Communication: Leaders tend to be transparent about the company's direction and challenges. Open communication fosters a sense of belonging and importance, as employees are kept informed and involved. 🤝 Trust and Accountability: Leaders trust their employees to perform their roles effectively and hold them accountable for their actions. This trust implies that employees are important and capable of delivering results.

I’ll never forget something a CEO taught me early in my career. He would stop by my desk regularly. No agenda. No formalities. At first, it felt routine. But over time, I began to see the pattern. Just a simple, “How’s it going?” At the time, it seemed insignificant – a polite hello. But now, I see it for what it was: a trust-building moment. His casual approach made it easier for me to open up, share my concerns, and speak honestly. It wasn’t about the words.  It was about the intention behind them. Trust doesn’t just happen. It’s built with consistency, action, and a lot of listening. As a leader today, I do my best to do the same. If your team isn’t approaching you, here’s what may help: - Be present.  ↳ When someone comes to you, put everything else aside and truly listen. - Avoid shutting them down.  ↳ The first “no” can be the last time they trust you with their ideas. - Go to them.  ↳ Don’t wait for trust to walk through your door, go and build it where they are. Here’s something not many will tell you: If your team isn’t coming to you, it’s not on them. It’s on you. So go to them. Because trust isn’t a gift – it’s a responsibility.

Great decision-making is where efficiency meets inclusion. When I work with clients, I emphasize that true leadership goes beyond simply making decisions—it’s about making the right decisions in the right way. This requires a delicate balance between inclusion and efficiency, two forces that, when harmonized, create a powerful synergy. I’ve captured this in the matrix, which I use as a tool to help leaders reflect on their approach: 1️⃣ The Soloist This is a leader who operates in isolation, relying heavily on their own judgment. While this can sometimes lead to quick decisions, it often misses the mark because it lacks the richness of input that diverse perspectives provide. The Soloist may find themselves struggling with blind spots or overlooking critical factors that others might have caught. 2️⃣ The Commander Such leaders focus on efficiency, sometimes to the detriment of inclusion. This leader makes swift, decisive moves, which can be effective in certain situations but often leads to disengagement within the team. Without a sense of ownership or shared vision, the decisions of a Commander might falter in execution or lead to resistance. 3️⃣ The Consensus-Seeker It represents a leadership style that values inclusion, perhaps to the point of over-collaboration. While this approach ensures that all voices are heard, it can lead to decision paralysis, where the quest for consensus slows down the process and results in diluted outcomes. The challenge for the Consensus-Seeker is to find a way to be inclusive without sacrificing decisiveness. 4️⃣ The Collaborative Leader It is the gold standard—someone who excels at both including diverse perspectives and driving efficient, effective decisions. This leader knows that inclusion is not a box to be ticked, but a dynamic process that fuels creativity and innovation. By creating psychological safety and encouraging diverse viewpoints, the Collaborative Leader harnesses the full potential of their team, leading to decisions that are not only sound but also have strong buy-in and are well-executed. 🔎 Why does this matter? Because the success of a leader is not just measured by the decisions they make, but by HOW those decisions are made and implemented. A leader who can navigate the complex terrain of inclusion and efficiency will not only achieve better outcomes but will also cultivate a more engaged, innovative, and resilient team. 👉 👩💻 If you’re ready to explore how you can enhance your decision-making approach in your company and move towards a more inclusive and efficient leadership, let’s connect. Together, we can unlock the full potential of your leadership journey.

Change is messy, isn’t it? Change management plans might look good on screen, but emotions like uncertainty, frustration, or even fear are where these can unravel. The truth is, you can’t shift an organisation without addressing the hearts and minds of the people in it. 🧠 That’s where the SCARF™ model can help. In my latest article for IABC Catalyst, I explore this simple, brain-based framework that helps leaders and change communication professionals turn emotional resistance into engagement. SCARF focuses on five emotional drivers (status, certainty, autonomy, relatedness, and fairness) influencing how people respond to change and social contexts. 💡 Why does this matter? Because when you tap into these drivers, you help people feel seen, valued, and supported. That’s what can turn hesitation into engagement and make change possible. 👉 If you’re leading through change, take a few minutes this weekend to explore this framework. It’s practical, relatable, and could help you connect with your people at a deeper level. Link to article in comments 👇 #change #transformation #leadership #brainbased #communication #IABC

Organizational change doesn't have to be a disaster. Break through resistance and earn the team's trust. Here's how 👇 . . . Clear, consistent communication during change? It's a superpower I'm still learning to master. I witnessed major projects crash and burn. And I have made my own mistakes. 💣 The truth is, finding the right tone and reaching everyone isn't easy. What's easy is falling in these pitfalls: ❌ 𝗜𝗻𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻 𝗕𝗹𝗮𝗰𝗸𝗼𝘂𝘁𝘀: Confusion and resistance are built when information is not shared. Early updates may not be perfect but bring more trust than silence. ❌ 𝗢𝗻𝗲-𝗦𝗶𝘇𝗲-𝗙𝗶𝘁𝘀-𝗔𝗹𝗹: Town halls and mass emails are a start. But never leave it there - how do you know if people get the point? ❌ 𝗧𝗮𝗹𝗸𝗶𝗻𝗴 𝗮𝗯𝗼𝘂𝘁, 𝗻𝗼𝘁 𝘄𝗶𝘁𝗵: Being closed in an ivory tower and not talking to the people impacted --> steering into an iceberg. So, how can you we do better during change? ✨ 𝗧𝗿𝗮𝗻𝘀𝗽𝗮𝗿𝗲𝗻𝗰𝘆 & 𝗧𝗶𝗺𝗲𝗹𝗶𝗻𝗲𝘀𝘀: Be honest, be prompt, and explain the "why" and "when".  Trust starts with genuine transparency. ✨ 𝗧𝗮𝗶𝗹𝗼𝗿𝗲𝗱 𝗔𝗽𝗽𝗿𝗼𝗮𝗰𝗵: Meet the people where they are -  mix things up with walk-in calls, coffee chats, and individual discussions. ✨ 𝗔𝗰𝘁𝗶𝘃𝗲 𝗟𝗶𝘀𝘁𝗲𝗻𝗶𝗻𝗴: Don't just talk, listen! Encourage feedback, create safe spaces, and truly engage in dialogue. It's a two-way street! Leading through change needs constant information. Not a one-time announcement. Not closed doors. Build trust with transparency, and actively listen. Build actions based on feedback. Repeat. Change is an opportunity for growth for everyone. What is your hack to succeed with change? 📸 Not so long ago, after so many hours of working on organizational change with Katarzyna Kochanek Andrea Mau Conrad Shreiner Jack Robertson, CPA #change #tlchange #effectivecommunication #transformation #peopleexperience

As the Head of Customer at Lattice, I recently kicked off Customer Office Hours, and let me tell you, if you’re a CS leader and you’re not doing this, you’re missing out! The concept isn’t new to me; I’ve introduced it at almost every organization I’ve worked at, but each time, I’m reminded of just how impactful these sessions can be. Here’s why: ✨ Get in front of your customers! There’s no substitute for real, unfiltered conversations. These sessions allow me to hear directly from our customers...the good, the not-so-good, and everything in between. ✨ Foster learning and community. Customers get to connect with one another, share their experiences, and pick up tips and best practices they might not have thought of. It’s incredible to watch lightbulb moments happen when they hear each others stories. ✨ Show your authenticity. I’m here because I care, and I love what I do. I want to hear your challenges and successes, and I want to help. Whether something isn’t meeting your expectations or is exceeding them, I want to know. ✨ Drive real action. These conversations don’t just stop at feedback...they influence how we prioritize, improve, and innovate. What better way to ensure you’re aligned with what your customers need? ✨ Celebrate wins together. It’s not just about solving problems; it’s about recognizing and celebrating when we’re genuinely making a difference for our customers. Customer Office Hours are about more than just listening. They are about building trust, driving value, and creating a true sense of partnership. To my fellow CS leaders: If you don’t have these in place, I strongly encourage you to start. The insights you’ll gain and the relationships you’ll build will make it one of the most valuable hours on your calendar. Let’s keep putting our customers at the center of everything we do. 💛 #CustomerSuccess #Leadership #Community

🔥 My "Friday Challenge" for each of us: Are Customers Really at the Center? I'm so thankful DISQO we challenge ourselves across every part of our company to "Champion the Customer" (yup, it's one of our 4 Values). Yet here’s a hard truth for leaders (and myself, when I choose to look in the mirror): Too many of us are still building systems, dashboards, and org charts that serve ourselves and not our customers. We say “customer first” but then: ❌ Incentives reward closing deals, not driving outcomes ❌ Processes are optimized for internal efficiency, not customer clarity ❌ Systems force customers to re-explain their goals at every handoff ❌ Leadership meetings spend more time on pipeline than on customer outcomes, wins, and health If we are honest, these are not “customer first” choices. They are company-first defaults. 💡 Whether you're a designated "leader" or an individual contributor, each of us has a choice, every day: ✅ Am I running hard for my own goals, or running toward outcomes that matter for customers? ✅ Am I making it easier for the customer to succeed, or harder? ✅ Am I speaking up when internal process gets in the way of impact? ⚡ And if you are a CS and/or Post-Sales leader, and want “customer first” to be more than a slogan, here is where to start: 1️⃣ Redefine success metrics. Track ROI delivered, time-to-value, adoption milestones, and advocacy, not just renewal percentages. 2️⃣ Build seamless handoffs. Stop making customers repeat themselves. Tie Sales, CS, Support, and Product data into one continuous story. 3️⃣ Make outcomes a board-level topic. Carve out real time in executive meetings to review customer value delivery through telling the customers' story (versus focusing only on revenue) 4️⃣ Rewire incentives. Ensure bonuses and recognition reward customer impact, not just closed deals or activity volume. 5️⃣ Elevate Post-Sales as Next-Sales. Position CS and Post-Sales not as cost centers, but as engines of growth fueled by customer outcomes. Putting customers at the center is not a slogan. It is the hardest, most important discipline we practice. 🏁 So here’s the challenge as we close the week: 👉 Leaders, redesign your systems around outcomes. 👉 Teams, bring your best energy to the customer moments that matter most. If we do both, we stop running in circles and start running together (of course I had to tie this back to running 🏃). #Leadership #CustomerSuccess #PostSales #NextSales #CreateTheFuture #Growth #CustomerExperience

How often do we receive a notification or an alert from a company about an issue before we even realize there’s a problem? Whether it’s a bank flagging suspicious activity, a delivery service notifying us of a delay, or a telecom provider offering compensation for downtime, proactive engagement is reshaping the customer experience landscape. Here’s an interesting fact: 67% of customers globally have a more favorable view of brands that offer or contact them with proactive customer service notifications. Yet, many businesses still focus solely on reactive support, missing the opportunity to elevate customer loyalty through preemptive action. In my opinion, the most impactful customer experiences don’t happen when customers reach out for help. They happen when businesses anticipate their needs and address them before they even ask. How, then, can businesses transform their CX strategies to embrace proactive engagement? Here are three essential strategies to lead the way: 1. Anticipate Customer Needs with Data and Insights The first step in proactive engagement is understanding your customers on a deeper level. Businesses can predict potential issues by analyzing behavioral patterns, feedback, and usage trends and offer solutions in advance. For example, monitoring a subscription service’s usage data could reveal customers at risk of disengagement, prompting a personalized offer to re-engage them. According to the 2024 Edelman Trust Institute Barometer, Saudi Arabia ranks first globally in trust in government leadership at 86%. The Kingdom is a clear example of how data-driven policies can foster trust. Businesses can follow this model by leveraging data insights to predict and address customer needs proactively. 2. Personalization: Beyond Generic Engagement Proactive engagement is most effective when tailored to individual preferences. Personalization goes beyond addressing customers by name; it involves delivering messages that resonate with their unique journeys. For instance, an e-commerce platform could recommend products based on browsing history or alert customers about restocks of their favorite items. 3. Solve Problems Before They Arise The ultimate goal of proactive engagement is to reduce friction. Offering solutions before customers encounter issues—like sending reminders for payments or proactively addressing service disruptions—can turn potential frustrations into positive experiences. At X-Shift, we’re committed to proactive engagement strategies that mirror these principles. While technology like AI is opening doors to automation, the human element—listening, anticipating, and personalizing—remains irreplaceable. The future of CX is proactive. Let’s lead the way! #Vision2030 #CustomerExperience #CX #Personalization #DigitalTransformation #SaudiArabia #CXTrends #CustomerLoyalty

At Yolt, we built teams around the customer journey Not just the org chart. That meant marketing and product weren’t just aligned, they were accountable together. Each stage of the funnel had its own cross-functional squad. Growth. Activation. Engagement. Retention. On paper, it looked ambitious. In practice, it worked better than any siloed setup I’ve ever seen. Even with marketing in London and product in Amsterdam, the collaboration felt more like a close friendship than a working relationship. Zooms full of sticky notes. Shared dashboards. Late-night Slack “what if we tried…” messages. It wasn’t always easy. But we had one rule that made it work: “Yes, and…” That mindset changed everything. 💥 It sparked more creative solutions 🔍 It made feedback feel less personal and more productive 🚀 And it gave us the confidence to try things no one else in our space was doing To be competitive in a crowded market, you need to be trying new things rather than repeating the ‘safe’ what’s worked before. If you find your sitting in meetings and the team aren’t bouncing off each other, try replacing them with “yes, and…” Have you tried this? Or what else can work for creative collaboration? #growth #productmarketing #startuplife #leadership #collaboration #customerjourney #yesand

#CustomerExperience leaders need to split their strategies into deliberate bottom-up and top-down approaches. Many get the bottom-up right, but they struggle with the top-down. Bottom-up strategies focus on improving customer-centric employee behaviors at scale. These approaches include #CX or empathy training for front-line workers, using Voice of Customer feedback to set touchpoint expectations based on customer feedback, and building customer-centric KPIs into individual performance appraisals. But where many CX leaders struggle is often with engaging senior leaders to influence their customer-centric behaviors. It's difficult to influence C-suite behavior, but if you're expected to improve customer-centric culture in the organization, then you cannot avoid this. Top-down strategies start with showing senior leaders how customer satisfaction impacts growth, retention, margin, and lifetime value. It also includes improving CX and VoC reporting to provide more recommendations and actions, not just findings and data. Having discussions with leaders about the importance of financial and non-financial rewards for customer-centric behaviors is another tool in the top-down toolkit. And using personas and journey maps is a vital way to convert customer and touchpoint data into a compelling story of necessary change. Don't rely on dashboards and reports to do the job of top-down CX engagement. Don't count on a couple of positive customer-centric comments from leaders as a sign of meaningful, irreversible support. And do not assume that the fact your CX job exists is evidence of senior leaders' commitment to customer experience. Part of the job for a successful CX leader is to constantly prove the value of customer-centric strategies, influence senior leader priorities, and arm decision-makers with the insight they need to make customer-centric decisions. Don't just empower your frontline workers and assume the job is done. If you aren't building a consistent dialog with executives, you're not only missing an opportunity to make the most significant customer impact but also seeding future problems that can lead to declining support, budget, and resources for customer experience initiatives. Take a comment today to identify or define your top-down and bottom-up CX strategies for 2024. If there's an imbalance, solving that now can lead to better outcomes by the end of this year.