245: 5 Strategies Invest West Used to Build a Customer Experience Culture That Sticks

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 customer impact.

• Invest West reported an 86–87% increase in positive reviews and improved its Google rating from 4.2 to 4.4.

Key Quotes:

• "We didn't want to just check a box. We wanted to live and breathe it."

• "It didn't feel like a top-down program. It felt organic and intentional."

• "We were very heavily focused on the operational end, and we needed a greater emphasis on the experience end."

• "How can we be the best part of that customer's day?"

• "This is not a program we're doing. It has become part of our culture."

• "You're going to get more out of it than you think you are."

Links:

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Company Service Aptitude Test: https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/

Schedule a Complimentary Call with one of our advisors: tdg.click/claudia

Ask John! Submit your questions for John, to be aired on future episode: tdg.click/ask

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Experience Revolution Membership: https://thedijuliusgroup.com/membership/

Books: https://thedijuliusgroup.com/shop/

Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com

If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership.

Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world.

Learn more at https://thedijuliusgroup.com/membership/

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