The One Where Construction Becomes CX – Alyssa Staats E235

What's on your mind? Let CX Passport know... How can construction and customer experience possibly connect? Alyssa Staats shows us exactly how. From hard hats to HVAC, Alyssa reveals how CX shows up in the most unexpected corners of the AEC world (architecture, engineering, and construction). It’s not just about blueprints and budgets... it’s about people, relationships, and trust. 5 Insights from Alyssa Staats • CX isn’t just external... winning the internal customer first builds trust that flows to the client. • Safety isn’t compliance... it’s culture. When people feel protected, they deliver better work. • In an industry built on specs and codes, experience becomes the real differentiator. • The Design Assist model brings collaboration early... design and construction working together for smoother CX. • Making your team the hero turns technical experts into brand storytellers. CHAPTERS 00:00 Intro 01:20 From marketing to construction CX 03:00 Winning the internal customer 05:10 Turning safety into company culture 08:40 Customers notice when crews care 11:30 Overcoming resistance to safety culture 14:20 First Class Lounge – Norway, Japan, and sunscreen 18:40 Bringing humanity to construction relationships 20:40 Delivering CX through collaboration 22:10 Design Assist and why it matters 25:15 Speaking the language of the field 27:30 How to connect marketing and field teams 28:10 Where to find Alyssa Guest Links Alyssa Staats on LinkedIn: https://www.linkedin.com/in/alyssafs/ Society of Marketing Professional Services: https://www.smps.org/ ✈️ Explore More Newsletter: https://www.cxpassport.kit.com/signup I"m Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).