The One Where Construction Becomes CX – Alyssa Staats E235

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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/

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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).