245: 5 Strategies Invest West Used to Build a Customer Experience Culture That Sticks
About this episode
This episode discusses how Invest West implemented customer experience strategies learned at the Customer Experience Executive Academy to enhance their company culture.
How Invest West Took What They Learned at The Customer Experience Executive Academy and Built a Customer Experience Culture That Sticks Summary: In this episode of the Customer Service Revolution Podcast, Dave Murray talks with CXEA graduates Rebecca Blaisdell and Megan Francis of Invest West about what it really looks like to bring customer experience from theory into daily operations. They share how their property management company used The DiJulius Group methodology to break down silos, create signature experiences, build internal ambassadors, and turn customer experience into part of the culture—not just another training initiative. The result: stronger team buy-in, improved morale, a more consistent experience, and an 87% increase in positive reviews What You'll Learn: Customer experience cannot stay vague. It has to be defined, taught, and reinforced. Buy-in grows when employees help create the experience, not just receive instructions about it. Breaking down silos improves consistency across departments and locations. Tools like ambassador groups, huddles, playbooks, and scorecards help sustain momentum. Small above-and-beyond behaviors can create immediate and measurable…
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