Practicing What I Preach

Stepping into my first fractional CXO role has given me a new perspective on my own services—so much so that I’ve been developing a journey map just for me. It’s one thing to help organizations refine their customer experience, but it’s another to critically examine my own.

Why?

As a consultant, I advocate for companies to deeply understand their customers, anticipate their needs, and optimize every touchpoint in their journey. But what happens when I apply that same lens to my own services? The answer: clarity, accountability, and a better experience for my clients.

The process starts with fundamental questions:

• How will my clients feel at each touchpoint?
• Where might gaps or risks emerge in their experience?
• What opportunities can I create to elevate my service?

By turning the methodology inward, I can ensure that the same level of thoughtfulness I bring to my clients is reflected in my own processes.

The Reality of Self-Assessment

It’s easy to advise others to ‘walk the walk,’ but it’s just as important to turn that lens inward. Practicing what we preach isn’t a one-time effort; it’s an ongoing one.

Right now, my dining table is covered in a map of mini post-its, each representing a stage of my own client journey. It’s a mix of practical steps, emotional checkpoints, and service refinements. Every interaction—whether it’s the first conversation, a project milestone, or the final delivery—is scrutinized to ensure consistency, clarity, and a seamless experience.

Turning Strategy into Action

This exercise isn’t just theoretical—it’s setting the foundation for how I refine my services moving forward. A well-designed customer journey isn’t static; it evolves based on feedback, insights, and real-world application.

Next week, I’ll be putting this blueprint into action, testing and refining as I go. The goal isn’t perfection but continuous improvement. After all, if I expect my clients to take customer experience seriously, I have to hold myself to the same standard.

By approaching my own service with the same rigor I apply to my clients, I can ensure that my work is not only effective but also aligned with the very principles I advocate for every day.