For every action, there is an equal and opposite reaction…Newton’s Third Law. This principle plays out in surprising ways in the world of CX and culture.

I have interviewed hundreds of leadership teams and senior executives, and here’s what I’ve observed:

🌟 Executives, more often than not, know about:

• Culture issues
• CX pain points
• Technology and Tool issues
• Communication challenges
• Silos

𝗬𝗲𝘁, 𝗺𝗮𝗻𝘆 𝗰𝗵𝗼𝗼𝘀𝗲 𝗻𝗼𝘁 𝘁𝗼 𝗮𝗰𝘁 𝗼𝗻 𝘁𝗵𝗲𝗺. 𝗪𝗵𝘆?

• They feel the status quo is acceptable
• They underestimate the problem
• It’s “not their area of responsibility”
• Other priorities take over

𝗕𝘂𝘁 𝗵𝗲𝗿𝗲’𝘀 𝘁𝗵𝗲 𝗰𝗮𝘁𝗰𝗵:
𝗜𝗻𝗮𝗰𝘁𝗶𝗼𝗻 𝗶𝘀 𝗮𝗻 𝗮𝗰𝘁𝗶𝗼𝗻 𝘄𝗶𝘁𝗵 𝘃𝗲𝗿𝘆 𝗿𝗲𝗮𝗹 𝗰𝗼𝗻𝘀𝗲𝗾𝘂𝗲𝗻𝗰𝗲𝘀.

The problems become systemic:

• Customers and employees adapt to the broken processes
• Frustration becomes the norm, and both groups accept inefficiency as “just how things are”
• Employees become disengaged, feeling unsupported by leadership
• Customers look for alternatives

𝗧𝗵𝗲 𝗧𝗮𝗸𝗲𝗮𝘄𝗮𝘆:

𝗜𝗻𝗮𝗰𝘁𝗶𝗼𝗻 𝗶𝘀 𝗰𝗼𝘀𝘁𝗹𝘆. When leadership ignores known issues:

✅ Customer and employee TRUST erode.
✅ INEFFICIENCIES become ingrained in your culture.
✅ INNOVATION and GROWTH stalls

Ask yourself:
👉 Are you taking action on the issues you know about?
👉 What’s the cost of doing nothing?

Proactive leadership doesn’t just fix problems—it prevents them from becoming part of the system.

𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗶𝘀 𝗮 𝗠𝗜𝗡𝗗𝗦𝗘𝗧 𝘁𝗵𝗮𝘁 𝗱𝗿𝗶𝘃𝗲𝘀 𝗴𝗿𝗼𝘄𝘁𝗵. 𝗜𝗳 𝘁𝗵𝗶𝘀 𝗿𝗲𝘀𝗼𝗻𝗮𝘁𝗲𝘀, 𝗹𝗲𝘁’𝘀 𝘀𝗰𝗵𝗲𝗱𝘂𝗹𝗲 𝘁𝗶𝗺𝗲 𝘁𝗼 𝘁𝗮𝗹𝗸.