3 Toxic Myths You Believe About Customer Experience

In short...

Today, we’ll cover the 3 toxic myths about Customer Experience that all beginners MUST break away from in order to achieve their digital transition as a Customer-Centric manager.

Getting your mindset right is the #1 thing you have to conquer if you want to succeed in the digital transformation of your company.

As the popular saying goes, “You are your worst enemy and best asset” 😉

From serving many managers from all walks of life over the last 10 years, I can tell you that the best and most successful customers are those with the right mindset and attitude, who have the right beliefs about Customer Experience.

It’s myth-busters time, my friend! Time to realign your perspectives and make things right 🙂

Myth #1: “Customers are all the same”

I know it’s easier to think this way. A bunch of data and some surveys will support this myth in a lot of ways… Especially if you also start to learn about psychology and human behaviors. We have so much in common.

But how do you like being clustered and put in the same box as your neighbor, your coworker, your cousin or your friend just because you have so much in common?

Well, you don’t really – it’s not pleasant because you feel different from them and want to be recognized as a unique person.

This is also how your customers feel. They want to be treated and understood as they are. A unique and special person.

Myth #2: “If there is a problem, the customer will let you know”

This is SO not true.

You will always have some really unhappy customers who will be very vocal about their dissatisfaction.

Some of them will bash you on every single social network you’re on and leave burning reviews all over the internet. These unhappy clients are special, and there are just a few of them.

As you see them, it looks like a problem – and, sure, it is…

However, most of your unsatisfied clients will remain silent and just churn.

You will never know if they have resentment, anger or if they just found a better product or service – or if they simply accomplished what they needed to and don’t need you anymore.

In most cases, you simply have no clue.

Imagine all the important information you might receive from these former-customers!

Myth #3: Let’s start the CX strategy with the Marketing or Digital Department

I can totally understand why someone would believe in this as I’ve been there myself, but I have seen time and again that it’s not ideal.

Customer Experience is a company culture switch. It’s important to start somewhere indeed but I’ve never seen one department switching the mindset of an entire company. 

The management should start the journey and bring CX objectives and train the teams from marketing to legal or any operation teams. Without breaking the silos you are not even close to allowing such a switch in your culture.

Your management is not there yet? Well, that’s ok, you can start at your own level. Start to use simple methods to improve your results such as the Customer Journey, Persona, Value Proposition Model, etc…

So if you are just starting out with the project to set CX culture, make sure you go step-by-step but with a quick pace, as it must impact your company as a whole.

Why is believing in these 3 myths problematic?

Because believing in these 3 myths will stop you from taking action – the right action. Your confidence gets affected, you don’t seek guidance, and subsequently, you don’t transform your way of working, your mindset and your company into results.

As someone who does work with Customer Experience mindsets, I have seen breakthrough after breakthrough, and I know that it is not difficult to change. It just takes time, so it’s important to start right away.

Often people just don’t have the right guidance to succeed when it comes to CX.

Many people search for information online fruitlessly, and when that doesn’t work, they give up.

I don’t want you to give up because I know you can do this!

How else would there be millions of managers who have adopted CX methods and mindsets if it was so hard? Are they all geniuses? No. They did it by exploring, learning, experimenting, stepping out to ask management for the support they needed – and through sheer hard work!

So take heart. You can do this! Don’t for a second doubt yourself.

And you know you can always reach out to share your questions and challenges with me!

Also, don’t forget to signup for the Digital Letters, your weekly shoot of People Stories and Digital Revolution.


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Amélie Beerens


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