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Step Up CX

Step Up CX

职业培训和指导

Phoenix,Arizona 56 位关注者

Elevating Client Experiences Through Tailored Training and Strategic Solutions.

关于我们

At Step Up CX, we specialize in transforming client experiences by equipping organizations with the training, tools, and strategies needed to excel in today’s competitive market. From financial institutions to retail, hospitality, and beyond, we deliver customized training programs that empower frontline teams to create meaningful, lasting customer relationships. Our approach blends industry expertise, personalized service, and innovative strategies to help businesses enhance performance, build client loyalty, and achieve operational success. Step Up CX is your partner in elevating every touchpoint of the customer experience.

网站
www.stepupcx.com
所属行业
职业培训和指导
规模
2-10 人
总部
Phoenix,Arizona
类型
个体经营
创立
2024
领域
Customer Experience Strategy、Training and Development Programs、Customized Training Solutions、Curriculum Development、Client Experience Auditing and Improvement、Team Development、Digital Transformation Training和Change Management Coaching

地点

Step Up CX员工

动态

  • 查看Step Up CX的组织主页

    56 位关注者

    One word. One moment. One experience. At Step Up CX, we believe that exceptional customer experiences don’t start with a product or a process—they start with a person. And it all begins with hello. A simple hello: ?? Acknowledges your customer. ?? Sets the tone for the interaction. ?? Turns a transaction into a connection. The best customer experiences don’t happen by accident. They happen through intention. Are your teams making customers feel seen from the very first word? #CustomerExperience #CXMatters #StepUpCX #ServiceExcellence #FirstImpressions #HumanConnection

  • 查看Step Up CX的组织主页

    56 位关注者

    ?? Great experiences aren’t about processes—they’re about people. At Step Up CX, we believe that the best customer interactions stem from small, intentional actions that make a big impact. ?? A smile sets the tone. ?? Acknowledgment builds trust. ?? Checking in shows care. The difference between a forgettable service and a standout experience? Making people feel valued, not like an inconvenience. How is your team creating these moments for your customers? #CustomerExperience #CXMatters #ServiceExcellence #StepUpCX #HumanConnection

    查看Janice Bourbon-Russell的档案

    Helping Educators & Businesses Elevate Experiences | Founder of Step Up CX & Roots to Wings Education

    The best experiences aren’t complicated. They’re intentional. Think about the last time you felt truly valued as a customer. Chances are, it wasn’t because of a fancy app or a perfectly worded script—it was because of how someone made you feel. ? Smile – A simple, genuine smile creates connection. It says, I see you. I’m happy you’re here. ? Acknowledge – No one wants to feel invisible. A quick “I’ll be right with you” goes a long way. ? Check in – It’s not just about solving a need; it’s about making sure the person feels taken care of. At the end of the day, it’s about making people feel wanted, not like an inconvenience. Small moments make the biggest impact. Are you creating those moments for your clients? #CustomerExperience #Leadership #HumanConnection #ClientFirst #StepUpCX

  • 查看Step Up CX的组织主页

    56 位关注者

    Great customer experiences don't happen by chance - they're built through intentional training. It's not just about how to do the job, but how to deliver the experience your brand promises. Are you training for tasks or transformation? Watch the video and let's discuss! #Customerexperience #Trainingforimpact

    查看Janice Bourbon-Russell的档案

    Helping Educators & Businesses Elevate Experiences | Founder of Step Up CX & Roots to Wings Education

    Training isn’t just about teaching employees how to do the job—it’s about shaping the customer experience you want to deliver. Every interaction matters, and the way we train our teams determines how customers feel about our brand. Are you training for tasks, or are you training for impact? Let’s talk about it. Step Up CX #CustomerExperience #TrainingMatters #BeyondTheBasics

  • 查看Step Up CX的组织主页

    56 位关注者

    At Step Up CX, we believe that great customer experiences start with impactful training. This week, I shared insights with Michael Brandt, CCXP about why CX professionals should stop relying on cookie-cutter training solutions and instead focus on personalized, interactive, and human-centered learning. CX is about relationships—and the same goes for how we train our teams. Let’s lead with intention and elevate the standard for CX training. #StepUpCX #TrainingExcellence #CustomerExperienceMatters

    查看Michael Brandt的档案

    Educator & Consultant leading B2B CX Transformation | Customized CX Training Programs | Customer Journey Mapping, Client Management, and Team Effectiveness | Strategic Consulting & Coaching

    ? What Every CX Professional Should Stop Doing in L&D: Janice Bourbon Russell’s Bold Take ? As we wrap up this week's insightful series with Janice Bourbon-Russell, founder of Step Up CX, she tackles a crucial question: What’s one thing CX professionals should stop doing to create more impactful learning experiences? Janice doesn’t hold back, highlighting the pitfalls of generic, one-size-fits-all training programs and overly theoretical content. Instead, she advocates for: ? Personalised, adaptable training that reflects the organisation’s unique culture and goals. ? Engaging, interactive learning experiences that inspire and equip employees to succeed. ? A human-centred approach to training that builds trust, collaboration, and energy. Her advice reminds us that CX is about relationships, and great training should reflect the same values we want to see in the customer experience. A heartfelt thank you to Janice for her thought-provoking contributions this week! Your insights have given us much food for thought and inspired us to elevate our approach to CX learning and development. Here's Janice's answer: One thing CX professionals should stop doing is relying solely on one-size-fits-all training solutions. In my career, I’ve seen this approach far too often. A pre-packaged training program might be easy to deliver, but it often falls flat. The material doesn’t resonate because it wasn’t designed with the specific needs of the team or organization in mind. This wastes both time and money, as the training fails to take root and drive meaningful change. Generic programs overlook the unique challenges and opportunities within each organization. Instead, CX training must be personalized and adaptable to the culture, goals, employees, and customer base of the business. Additionally, L&D professionals should move away from overly theoretical content and long, monotonous PowerPoint presentations that overwhelm learners with slide after slide of information. Frankly, this approach is more of a sedative than a source of CX energy. Instead, focus on creating engaging, interactive experiences that allow learners to explore what works best for them as a team. Provide actionable, experiential learning that equips employees to apply concepts immediately in their roles. CX is about building relationships, and training should reflect that by fostering a human-centered and practical development process. Step out of the "I am the trainer, and you will listen to me" mindset, and meet your learners on their level. Make them feel valued, understood, and heard. Engage them in a way that builds trust, encourages collaboration, and injects fun into the learning process. As CX professionals, we should model the same red-carpet, family-like experience we expect them to deliver to their clients. Show them what excellence looks like by practicing what you preach. ?? Stay tuned for next week’s featured contributor—announcing tomorrow!

  • 查看Step Up CX的组织主页

    56 位关注者

    Excited to kick off this insightful series with Michael Brandt! In this first installment, I share my thoughts on one of the biggest challenges in CX: aligning training with organizational goals. It’s all about bridging the gap between leadership’s vision and frontline realities to ensure impactful, effective CX training. Looking forward to the upcoming installments and continuing the conversation! #CX #CustomerExperience #Leadership #Training #StepUpCX

    查看Michael Brandt的档案

    Educator & Consultant leading B2B CX Transformation | Customized CX Training Programs | Customer Journey Mapping, Client Management, and Team Effectiveness | Strategic Consulting & Coaching

    Aligning CX Training with Organisational Goals: Insights from Janice Bourbon Russell Today, we’re excited to kick off our spotlight on Janice Bourbon-Russell, founder of Step Up CX and a trailblazer in CX training and strategy. In this first installment, Janice addresses one of the most pressing challenges in CX learning and development: 1. What is the biggest challenge you face when aligning CX training with organizational goals, and how do you overcome it? The biggest challenge is often bridging the gap between an organization’s strategic goals and the day-to-day realities of frontline teams. There’s frequently a significant disconnect between upper-level leadership and experiences of frontline staff. Too often, leadership spends little to no time immersed in the daily activities of frontline employees, losing sight of both the client experience and the challenges their teams face. This disconnect can make organizational goals feel abstract or irrelevant to employees, hindering engagement and adoption. To overcome this, I place strong emphasis on involving leadership early in the process. I work to understand the company’s current state and its vision through their perspective, ensuring leadership buy-in and clarity of expectations. At the same time, I prioritize aligning training content with tangible, real-world examples that resonate with frontline employees’ experiences. This ensures my trainings address the strategic goals of the organization, reflect the leadership team’s vision, and meet the practical needs of the frontline. It creates a balance between top-down priorities and bottom-up practicality. Finally, I focus on defining clear success metrics that link CX outcomes directly to organizational objectives, helping teams see the value of their efforts. Measurement is vital to the process—not only to track growth and success but also to identify areas for adjustment. I support this with follow-up coaching calls to ensure the organization stays on track toward its goals and vision, reinforcing progress and sustaining momentum. Installments 2 & 3 to follow tomorrow and Thursday! Thank you Janice for agreeing to take part. If anyone would like to comment, please don't hesitate to do so! I'm sure that Janice will be delighted to answer. #CustomerExperience #LearningAndDevelopment #CXLeadership #CXTraining

  • 查看Step Up CX的组织主页

    56 位关注者

    Thrilled to be featured by Michael Brandt, CCXP Brandt as part of this insightful series! ?? Staying ahead of customer experience trends requires constant curiosity and adaptability. In this post, I share how flexible, modular training programs and continuous feedback loops help businesses stay relevant and competitive in today’s ever-changing landscape. Looking forward to hearing your thoughts on the evolving CX journey! #CX #CustomerExperience #ContinuousImprovement #StepUpCX

    查看Michael Brandt的档案

    Educator & Consultant leading B2B CX Transformation | Customized CX Training Programs | Customer Journey Mapping, Client Management, and Team Effectiveness | Strategic Consulting & Coaching

    As the CX landscape evolves, staying ahead requires more than updating content; it demands curiosity, adaptability, and a forward-thinking approach. In today’s feature, Janice Bourbon-Russell, founder of Step Up CX, answers our second question and reveals her strategies for ensuring training programs remain impactful and aligned with the latest trends. She highlights: ? Staying Ahead of Trends: Monitoring industry shifts, customer expectations, and emerging technologies. ? Modular Program Design: Crafting flexible, process-driven training that’s easy to adapt without losing focus. ? Continuous Feedback: Leveraging input from participants, customers, and leadership to refine and enhance content. Janice also shares how deep conversations with leadership provide invaluable insights, enabling her to create cutting-edge training tailored to each organisation’s needs. Here is her answer: 2. How do you ensure training programs stay relevant in a constantly evolving customer experience landscape? Staying relevant requires constant curiosity and adaptability. I prioritize keeping a pulse on industry trends, consumer expectations, and emerging technologies that shape the customer experience. Regularly revisiting and refreshing training materials ensures that content reflects current best practices. To maintain flexibility, I design my programs as processes, where each step has its own format and strategic outcome. This modular approach makes it easy to update specific sections as needed without disrupting the overall flow. Feedback loops are also essential—I actively gather input from both participants and customers to identify areas for improvement and uncover new opportunities to address evolving needs. Additionally, I engage in in-depth conversations with the leadership of each client before tailoring my training. These discussions are invaluable, as they provide insight into the organization’s ongoing efforts to stay current with the latest customer experience initiatives. This exchange of ideas not only helps me refine and grow my own knowledge but also allows me to carry forward innovative practices to all my clients, both new and long-standing. By continuously adapting and incorporating fresh insights, I help businesses update and enhance their customer experiences to remain competitive and relevant. ?? Ready to learn how these principles can keep your CX training relevant? Don't forget to comment and share your own strategies below!

  • 查看Step Up CX的组织主页

    56 位关注者

    ?? The Impact of Social Media on Customer Service: A Call for Positivity ?? ?? Story Time! ?? This morning, I was shamelessly scrolling through TikTok—like many of us do to kick off the day—and I came across a video that really struck me. It was about a small business owner who was facing a customer’s wrath over a mistaken order. She didn’t get the cheese on her ordered fries. The owner, being the kind person he was, listened while trying to understand her concern. Instead of appreciating his effort, she berated him and threatened to go to corporate. But here’s the twist: he wasn’t just an employee—he was the owner of the business. When she realized that, she belittled him further, saying she didn’t know how he could possibly keep his business alive if he couldn’t even serve the right food. I see moments like this all the time, and it’s a reminder of how quickly negative experiences can be broadcasted to millions on social media platforms like TikTok, Instagram, or Facebook. These moments, often shared with the intention of venting or seeking validation, can hurt a business’s reputation in ways that are hard to recover from. But what if we changed the narrative? What if, instead of capturing poor service, people started pulling out their phones to record moments of exceptional service? It’s time we highlight the businesses and employees who go above and beyond to create positive experiences for their customers. How to Handle Negative Situations: ? Stay Calm & Professional: Keep your composure and address the issue. ? Acknowledge the Concern: Show that you care and understand the customer’s frustration. ? Apologize & Offer a Solution: Fix the issue to the best of your ability, and go the extra mile if possible. ? Encourage Positive Reviews: Ask happy customers to share their experiences and help others discover your business. Let’s celebrate the businesses that deliver outstanding service, and let’s use social media to share the good, not just the bad. #CustomerExperience #PositiveVibes #ServiceExcellence #BusinessSuccess

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  • 查看Step Up CX的组织主页

    56 位关注者

    ?? Chewy: The Gold Standard in Customer Experience ?? A powerful lesson from a pet company. I’ve always prided myself on understanding customer experience—but recently, Chewy truly humbled me! Chewy.com demonstrated what true excellence looks like, and they showed me up in the best way! During a heartbreaking time after losing my beloved dog, Arrow, I reached out to Chewy about returning unopened food. What I received was so much more than a refund. Sharon, their incredible team member, handled the situation with genuine care, compassion, and thoughtfulness. She listened to my story, referred to my dog by name, acknowledged my other pet, Koko, and instead of asking for the food back after processing the refund, she suggested I donate it to a local shelter. But the kindness didn’t stop there. A few days later, I received a stunning bouquet of pet-friendly flowers from Sharon and the Chewy family, along with a heartfelt message that brought tears to my eyes. This experience reminded me of an important truth: Every business has the opportunity to connect with their clients in ways that create lasting loyalty and emotional impact. Chewy’s approach is the gold standard of client experience—thoughtful, personalized, and truly client-focused. If you’re ready to elevate your customer experience to this level, Step Up CX can help. Let’s work together to create unforgettable moments that delight your clients and set your business apart. ?? Reach out to start the conversation!

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  • 查看Step Up CX的组织主页

    56 位关注者

    ?? New Year’s Special for Businesses! ?? Kick off 2025 with a fresh perspective on your client experience! I’m offering a FREE observation of your business to help you gain valuable insights into the client experience you’re delivering. This special offer is perfect for: ? Small businesses ? Banking organizations ? Retail or hospitality businesses ? Membership-based organizations like country clubs Here’s what you’ll receive: ?? A comprehensive report on your client experience ?? Insights into your strengths and areas of opportunity ?? Tailored recommendations to elevate your client interactions Let’s make 2025 the year you exceed client expectations and create unforgettable experiences. This is a limited-time opportunity, so don’t miss out! ?? Message me to book your FREE observation today!

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  • 查看Step Up CX的组织主页

    56 位关注者

    ?? Exciting news from Step Up CX! Our founder, Janice Bourbon-Russell joined the Arizona Ascent podcast to share insights on creating exceptional customer experiences. Thank you for the honor of having me share our client experience insights, Jennifer Conrad, The Conrad Group, LLC! Check it out and discover how to elevate your business! #StepUpCX #CustomerExperience #ArizonaAscent #CXLeadership

    查看Janice Bourbon-Russell的档案

    Helping Educators & Businesses Elevate Experiences | Founder of Step Up CX & Roots to Wings Education

    ??? Guess who’s officially made it onto a podcast? (Spoiler: It’s me!) ?? I had the absolute honor of joining Jennifer Conrad from The Conrad Group, LLC, on the Arizona Ascent podcast to talk about one of my favorite topics: creating unforgettable client experiences! ???? We dove into the nitty-gritty of how businesses can transform their spaces to not just serve customers but to truly wow them. Think of it this way—your space isn’t just a place; it’s part of the story your customers will tell their friends. I may have left my comfort zone a bit (talking into a mic is not the same as leading a workshop!), but it was so worth it to share the passion behind Step Up CX and why customer experience is the secret sauce every business needs. ?? Check out the episode here: https://lnkd.in/gvCgaERQ Give it a listen, and let me know what you think—bonus points if you share your favorite takeaway or just let me know I didn’t sound like a nervous wreck. ?? Here’s to creating experiences that matter—and maybe just a little podcast fame on the side! ?? #PodcastGuest #StepUpCX #CustomerExperience #ArizonaAscent #CreatingMomentsThatMatter

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