In the trades, most companies talk about “customer experience” like it belongs to one department: the call center, marketing, or the frontline team.
But the truth is simpler, and way more powerful:
Customer Experience is everyone’s job.
From CSR to dispatcher…
From payroll to accounting…
From warehouse to IT…
From leadership to the janitor…
Every role either reduces friction or adds friction.
Every decision either builds trust or erodes it.
In this episode, we break down the idea of Group CX — a culture where the entire organization owns how the customer feels:
✔ how back-office teams shape loyalty
✔ why EX = CX²
✔ how leadership tone flows outward
✔ why “that’s not my job” destroys trust
✔ and why loyalty is built internally first
If you work in plumbing, HVAC, or electrical service — and you’re serious about building a company customers want to call — this episode is for you.
Customer experience isn’t a department.
It’s the way you treat people.
Inside and out.
Here's the LinkTree: https://linktr.ee/caffcx