How Strong Core Values and Leadership Mindset Shape Customer Experience and Service Excellence

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.

Are you looking to move your business forward? Make sure that you follow us here and also visit https://www.businessfixpodcast.com/home

00:00:00 – Why Your Customer Experience Is 100% Your Responsibility
00:02:54 – Real-Life Examples of Good and Bad Customer Experience
00:06:13 – How Core Values Actually Show Up in Customer Interactions
00:09:49 – Avoid Losing Clients in the Customer Handoff
00:12:41 – Empowering Employees to Act Without Asking Permission
00:15:24 – The Leader’s Role in Building a Service-Driven Culture
00:21:43 – Using Automation Tools Without Ruining Customer Experience
00:26:11 – Why Consistency and Process Are the Secret to Repeat Business
00:28:22 – The Real ROI of Great Customer Experience
00:29:49 – Actionable Steps to Instantly Improve Customer Experience
00:33:42 – Wrap-Up