How Customer Experience Drives Trust, Loyalty, and Growth in Real Estate
- Christine George
- Jan 30
- 2 min read
Most businesses don’t fail because they lack talent or tools. They fail because they misunderstand customer experience.
In this episode, Elizabeth Dixon, former hospitality executive and author of The Power of the Customer Experience, joined me for a powerful conversation on why experience can’t be reduced to a training module.
Elizabeth shares what she witnessed firsthand while leading hospitality at Chick-fil-A. Organizations were enamoured by what Chick-fil-A was doing and wanted a “magic pill” to fix their customer service challenges without addressing mindset, leadership, or culture.
For solopreneurs, this is actually good news.
You are the culture. You decide how people feel when they work with you.
Elizabeth outlines four critical mindsets:
Excellence - doing the work people don’t see
Empathy - stewarding emotions, not just transactions
Empowerment - owning your role and authority
Engagement - staying in the conversation instead of sitting on the sidelines
The takeaway is simple but profound: if people don’t experience care within the organization, they can’t create it for customers.
This episode is a reminder that trust isn’t built through marketing claims or missions posted on a wall. It’s built in moments.
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