CX Storytime: The Ultimate Experience,

Your Employees'

When it comes to customer experience, we often talk about creating "wow" moments—delighting customers with personalized touches, thoughtful gestures, and genuine care. But what if I told you the same principles apply to your employees?

I recently had the privilege of seeing this in action while onsite at a client. A new leader had just joined the organization, stepping into a high-profile role with a team he hadn’t built himself. It would’ve been easy—and even expected—for him to bring in his own hires, but instead, he chose a different path.

This leader approached his inherited team with curiosity and care, treating them as if they were his most valued customers. From the moment he arrived, he made it his mission to get to know them deeply—learning about their skills, aspirations, and even how they processed information. He didn’t rush to make changes or assert authority; instead, he focused on trust-building, showing them he valued not just their work, but who they were as people.

Here’s what stood out to me:

1.Kindness in Meetings: In team meetings, his tone was respectful and encouraging. No matter the topic, he spoke to his team with a level of kindness that built confidence rather than fear.

2.Genuine Connections: He took the time to remember their weekend plans, hobbies, and even cracked jokes with them in the hallways—small but meaningful actions that made them feel seen and appreciated.

3.Above and Beyond Gestures: During the holidays, he treated the entire team to dinner. But instead of putting the bill on the company’s expense card, he quietly paid with his own credit card. It wasn’t about the money; it was about the message: “You matter, and I value you.”

4.Curiosity Over Assumptions: He actively sought to understand how they had been led before his arrival and gave them every opportunity to showcase their strengths and potential. His approach communicated, “I believe in you,” long before he had any evidence to support it.

This leader understands something that many overlook: a team’s success starts with trust. By treating his employees as he would his most important customers, he is cultivating engagement, loyalty, and motivation. The result? A team that feels valued, empowered, and ready to take on any challenge.

The CX Lesson

Customer experience starts with employee experience. When employees feel seen, heard, and genuinely cared for, they bring that same energy to your customers. The ultimate customer experience isn’t created in isolation—it’s built on a foundation of engaged, inspired employees who feel connected to their leader and their mission.

So ask yourself: How are you treating your employees? Are you listening, supporting, and showing them the same level of care you’d offer your best customer? Because here’s the truth: without them, your mission has no legs.

This leader I observed is proof that the secret to great CX is treating your employees like family. What could be more powerful than that?

Simplicity often holds the key to greatness, and sometimes the most profound habits are the ones we take for granted—like making your bed each morning. It’s a small, seemingly mundane task, but its impact on your day can be remarkable.

This idea came back to me while listening to the inspiring Mel Robbins in conversation with Simon Sinek this week. She emphasized making your bed as the second step in her six-step morning routine, right after her famous “5, 4, 3, 2, 1” technique for jumping out of bed. It also reminded me of Navy Seal Admiral McRaven's powerful speech, where he highlighted making your bed as a cornerstone habit. In his words, “If you make your bed every morning, you will have accomplished the first task of the day. It will give you a small sense of pride and encourage you to do another task and another.”

This "big little message" resonates because it’s not just about tidiness—it’s about starting the day with intention, discipline, and a small victory. Making your bed sets the tone for the day, a reminder that even the simplest actions can have ripple effects on our mindset, productivity, and overall success.

For me, this habit runs so deep that even when I’m staying at a hotel, I have to make my bed. Yes, I know the housekeeping staff will likely remake it, but I feel incomplete leaving the room with a messy bed. Odd, right? But not really—it’s about walking out the door knowing I’ve set my day in motion with order and purpose.

So tomorrow morning, take a moment to make your bed—not just for what it represents, but for the momentum it helps you build. Sometimes, the simplest habits are the most transformative.