CX Storytime: EXceptional Listening- a Leadership Hero Moment

Sometimes, the most exceptional leaders aren’t the ones who make the loudest decisions—they’re the ones who listen the hardest. I was reminded of this during a recent Voice of Customer (VOC) assessment when I met a manager who truly embodied what it means to lead with empathy and inclusivity.

This manager didn’t have much notice about her meeting with me, but you’d never know it. She came prepared—notepad in hand, a detailed list of themes, and specific examples ready to discuss. What stood out to me wasn’t just her organization or thoroughness; it was the deliberate care she took to represent her team’s voices.

In the short time before our meeting, she’d gone out of her way to speak with her team, gathering their thoughts, concerns, and insights. She wanted to make sure their voices were heard—even though they weren’t in the room—and especially because they weren’t in the room. That level of thoughtfulness transformed a routine meeting into something extraordinary.

What struck me most was her humility. She recognized that she wasn’t the smartest person in the equation. Instead, she saw her team as the true experts, the ones closest to the work and with the greatest ability to influence outcomes. This mindset—valuing the collective over the individual—is what made her leadership exceptional. It wasn’t about her; it was about empowering her team to create meaningful change.

This act of EXceptional listening was more than just a preparation technique—it was a demonstration of kindness, respect, and inclusivity. She showed her team that their opinions mattered, and that’s the kind of leadership that builds trust, engagement, and results.

The CX Lesson

Exceptional customer experiences start with exceptional employee experiences. When leaders take the time to listen, include, and amplify their teams’ voices, they’re not just solving problems—they’re building a culture where everyone feels valued and heard.

So here’s a question for all leaders: Are you listening hard enough to the voices that aren’t in the room? If you aren't, let's get you there...I can help!

Let’s face it—some days, motivation is nowhere to be found. There are mornings when I don’t want to get out of bed, go for that walk, or open my laptop to dive into emails. But here’s the thing: I do it anyway.

Why? Because if you wait until you feel like doing something, you’ll probably never do it. The truth is, action comes before inspiration—not the other way around. It’s like Nike’s brilliant slogan: Just do it. You don’t have to feel ready, motivated, or even energized. You just need to start.

It’s not about being perfect; it’s about being consistent. Showing up every day—even when it’s the last thing you want to do—changes everything. Over time, the act of doing rewires how you think and feel. It’s the REPS that build your strength, momentum, and ultimately, your success.

So when that alarm goes off and the urge to snooze hits, remember this: You don’t need motivation to take the first step. You just need to move. Change your behavior, and your thoughts and feelings will follow.

Because the work comes first, and the inspiration will catch up! Trust me on this one.