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When I think “customer experience,” I don’t immediately picture steel-toed boots and scaffolding. Yet talking with Alyssa Staats reminded me that CX isn’t reserved for hospitality, retail, or tech. It’s just as relevant... maybe more so... in places where the work itself looks interchangeable.

In the world of architecture, engineering, and construction, every project follows strict codes, specs, and materials. On paper, one firm’s output looks just like another’s. But Alyssa pointed out something I can’t stop thinking about... when the product can’t stand out, the experience must.

That’s a masterclass in CX maturity from an industry not known for it. She’s teaching customer experience inside a field that rarely uses the term, and she’s doing it by focusing on what most ignore... how people feel during the process, not just what gets delivered at the end.

What stood out to me is that Alyssa isn’t chasing the latest CX platform or experimenting with some AI-driven personalization tool. She’s focused on the fundamentals... relationships, trust, doing what you say you’ll do, and paying attention to how people feel while you do it. And that care starts internally. When employees feel respected, safe, and part of something that matters, they bring that same care to the customer. That’s not theory... that’s the real connection between employee experience and customer experience.

Those principles have been around forever, but they’re what actually drive repeat business and lasting reputation. That’s real customer experience.

So maybe the next time we think our industry isn’t suited to CX transformation, we should picture a hard hat. If construction crews can find ways to make experience the differentiator, what’s our excuse?

Your Turn:​
Where in your organization do people assume CX “doesn’t apply”? What would happen if it actually did?

Put those tray tables up and buckle those seat belts. Let’s go!

-Rick

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What’s on tap this week?…

Host - Rick Denton Rick believes the best meals are served outside and require a passport

🎤🎞️“The One Where Construction Becomes CX – Alyssa Staats in episode 235🎧 Listen on any Pod app

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