Crafting impactful CX Stories: Four types of personal narratives

Let’s dive into the ever-evolving world of customer experience (CX) together, because you and I both know that being a CX leader is more than just understanding customers. It’s about crafting authentic, engaging stories that resonate not just with your customers, but with your teams as well. I spoke about this in my latest episode of the CX Leadership Talks podcast, and I want to share some of the key takeaways with you. Of course feel free to listen to the episode.

The storytelling challenge

One of the biggest hurdles for many of us in CX leadership is storytelling. We work in a world dominated by data, metrics, and KPIs, but storytelling? Now that’s the secret sauce that turns transactional relationships into meaningful connections. I love digging into this topic, and in the podcast we talked about how important it is to infuse personal stories into our corporate lives. But I get it – many leaders struggle with this because the corporate world can feel too rigid for that kind of vulnerability.

Why personalization matters

Here’s the thing: storytelling isn’t about entertaining people (though that’s a bonus!). It’s about engaging people in a way that inspires change. Personal stories make you more relatable, likeable, and authoritative, and they build trust – something we desperately need in leadership roles. The challenge? Crafting stories that are personal yet aligned with your corporate message. I’m not saying it’s easy, but it’s essential. And it takes practice, believe me.

Four types of personal stories every CX leader should use

Let me break it down for you – there are four types of personal stories that can elevate your CX leadership game:

1. Personal customer experiences
   Sharing your own customer experiences with customers is a powerful way to bring real-world insights into your organization. I once had an unforgettable experience with Emirates Airlines where Miriam, the flight attendant, really worked her magic in closing the loop. That small detail? It transformed their service from good to extraordinary.
2. Life events or family background
   These stories add depth and context. One of my favorite examples comes from a municipal director who used his experience as a student worker to revolutionize how they trained employees in customer service. Who would’ve thought, right?
3. Customer stories that impacted you
   When a customer leaves a lasting impression, that’s a story worth telling. It’s a great way to show that personal connections matter more than just transactions.
4. Personal interests or hobbies
   We’re all more than our job titles. Sharing your hobbies, whether it’s art or (in one of my podcast examples) a love for a particular number like seven, makes you more relatable and approachable.

How to develop your storytelling skill

So, how do you get better at integrating personal stories into your CX leadership? I’ve got you covered. Start by drafting story ideas – yes, put pen to paper! Experiment with these in your communications and presentations. Aim to incorporate at least two personal stories in your messages to make them more engaging.

And hey, if you want to really level up, my upcoming webinars on November 5th and 6th are the perfect place to hone these skills. I’ll be sharing my CX Story Blueprint, and you’ll walk away with practical tools to use in your leadership.

So here’s my final thought for you, dear friend: yes, CX leadership is challenging, but by embracing the power of storytelling and making it personal, you can inspire real, lasting change. You’ve got this!

And of course, you can listen to this episode of our podcast here.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results.