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How Strong Core Values and Leadership Mindset Shape Customer Experience and Service Excellence
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Is your team accidentally sabotaging your customer experience?
In this brutally honest episode of The Business Fix, Chrissy and Josh unpack why most businesses get the customer experience (CX) so wrong and what to do about it. Whether you're struggling with client retention, poor reviews, or disjointed customer handoffs, this conversation gives you a clear roadmap to service excellence.
Chrissy shares how her company uses three questions to empower employees to act in real-time, while Josh explores how operational consistency and smart automation tools can enhance (not hinder) the customer journey. You’ll also learn how values-based leadership and team communication set the tone for your frontline service, and why hiring for curiosity matters more than technical skill.
This episode is packed with actionable small business tips, from interview questions that reveal a service mindset to process improvement strategies that ensure smoother customer handoffs.
Plus, they highlight how aligning your core values with your hiring practices, training, and leadership mindset creates unforgettable customer moments and loyal clients.
If you want empowered employees, happier customers, and a stronger brand reputation, you can’t afford to miss this one.
ClarityHR is your fractional HR team, giving you real people, real support, and real solutions. Whether it’s compliance headaches, hiring struggles, or just needing someone to take the people stuff off your plate — we’ve got your back. So if you’re ready to stop using duct-tape and hope as your HR strategy and finally get some peace of mind, head over to ClarityHR.com
🎙 Ready to Fix What’s Holding Your Business Back?
The Business Fix podcast delivers real-world strategies to grow your business, lead your team, and reclaim your time. New episodes drop weekly—packed with insights for business owners and managers who want to do better.
🔗 Connect with Chrissy and Josh at https://www.businessfixpodcast.com/ for more tools, support, and clarity.
Enjoy the episode? Leave us a review, share it with your leadership team, and let us know your biggest takeaway in the comments!
Chapters
1. Why Your Customer Experience Is 100% Your Responsibility (00:00:00)
2. Real-Life Examples of Good and Bad Customer Experience (00:02:54)
3. How Core Values Actually Show Up in Customer Interactions (00:06:13)
4. Avoid Losing Clients in the Customer Handoff (00:10:39)
5. Empowering Employees to Act Without Asking Permission (00:13:31)
6. The Leader’s Role in Building a Service-Driven Culture (00:16:14)
7. Using Automation Tools Without Ruining Customer Experience (00:22:33)
8. Why Consistency and Process Are the Secret to Repeat Business (00:27:01)
9. The Real ROI of Great Customer Experience (00:29:12)
10. Actionable Steps to Instantly Improve Customer Experience (00:30:39)
11. Wrap-Up (00:34:32)
21 episodes
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