I'm Your Huckleberry

Hello from the Trail!?This is?ExperienceCraft, a weekly LinkedIn Newsletter Series with exclusive insights on customer experience, courageous listening, and outdoor transformation. If you're new, welcome! And if you’re curious about how customer experience can be the strategic differentiator for your company, subscribe here .

I live in Fairplay, Colorado, a rugged mining town where dust coats our pickup trucks, and the whiskey flows freely at the Snitching Lady Distillery. Cowboy hats replace baseball caps, and the echoes of the Old West are never far away. It’s easy to imagine Wyatt Earp and Doc Holliday riding down Front Street, their steely gazes set on bringing law and order to our town, just as they did in Tombstone.

Tombstone ranks high on my list of favorite movies not just for its legendary cast or endlessly quotable one-liners, but because of the timeless themes it explores—loyalty, courage, and redemption. As I reflect on this rugged backdrop, I can't help but draw parallels between the values of the Old West and the fundamental principles that drive exceptional customer experience today.

So here’s today’s lesson of customer experience in the wild: before we look at hot trends or fancy new tools, we must return to our core values.

What are the fundamental beliefs and principles that guide our behavior and decision-making? What is most important? What shapes how people approach their work and interactions?

Building trust.

Standing firm in the face of challenges.

Seizing opportunities to make things right.

Tombstone’s lessons are as relevant in business as they are on the frontier.

Wyatt Earp (played by Kurt Russell) arrives in Tombstone, Arizona, ready to leave his gunslinger days behind. He’s hoping for a quiet life with his brothers, but fate—and a gang of ruthless outlaws called the Cowboys—have other plans. The Cowboys, led by the ruthless Curly Bill and the menacing Johnny Ringo, are a force of chaos in the town, and despite Wyatt’s best efforts to stay out of trouble, he’s soon pulled into a deadly confrontation.

Enter Doc Holliday (Val Kilmer), a gambler and gunslinger with a death wish and a fierce loyalty to Wyatt. Doc may be gravely ill, but his loyalty to his friend is unwavering. This loyalty, more than his skill with a gun, makes him an indispensable ally as tensions between the Earps and the Cowboys reach a boiling point.

The inevitable showdown at the O.K. Corral leaves several Cowboys dead and sets Wyatt on a path of vengeance. But Wyatt’s journey isn’t just about revenge—it’s about standing up for what’s right, protecting his family, and upholding a code of honor that won’t let him walk away from his responsibilities.

Loyalty: The Foundation of Trust

The unwavering commitment to support and stand by someone or something, even in challenging times.

Doc Holliday’s unwavering loyalty to Wyatt is one of the film’s most compelling elements. Even when Doc is at death’s door, he’s there, ready to fight for his friend.

• Build Trust: Consistently deliver on promises and be reliable, especially during difficult situations.
• Show Up in Tough Times: Be present and supportive when customers face challenges or issues.
• Cultivate Long-Term Relationships: Go beyond transactional interactions to build deep, lasting connections with customers.

Courage: Standing Up for What’s Right

The ability to confront fear, adversity, or challenges with bravery and determination.

Wyatt Earp’s courage to confront the Cowboys, even when he’d rather leave his lawman days behind. He takes a stand to protect his family and uphold justice, even when it puts him at great personal risk.

• Challenge the Status Quo: Don’t be afraid to innovate or question existing processes that aren’t working for your customers.
• Take Bold Actions: Make difficult decisions that prioritize customer needs and values, even if they are unpopular.
• Embrace Feedback: Listen to and act on tough feedback to improve and adapt.

Resilience in the Face of Adversity: Staying Committed

The capacity to recover quickly from difficulties and maintain commitment despite setbacks.

The characters, particularly Wyatt and Doc, endure overwhelming odds but continue to fight for what they believe in. Their resilience keeps them moving forward, even when faced with personal loss and ongoing threats.

• Handle Negative Feedback: Use complaints as a catalyst for improvement. Analyze feedback to identify patterns and address root causes.
• Adapt to Changes: Stay agile in your CX strategy to meet evolving customer expectations and market conditions.
• Maintain Consistency: Provide reliable and high-quality service, even during challenging times.

Leadership and Influence: Guiding with Integrity

Inspiring others with a clear vision and ethical standards; effect change and drive action through example and persuasion.

Wyatt Earp doesn’t seek power; he’s driven by a sense of duty and a commitment to what’s right. His leadership is defined by his integrity and the respect he earns from those around him through his actions and moral compass.

• Inspire Your Team: Lead by example, demonstrating commitment to customer-centric practices and ethical behavior.
• Communicate Vision: Clearly articulate the importance of exceptional CX and how it aligns with the company’s goals.
• Drive Organizational Change: Influence the broader organization to adopt and prioritize CX values and strategies.

Redemption: Turning Challenges into Opportunities

Seek to make amends or correct past wrongs, turning difficult situations into positive outcomes.

Wyatt’s journey is one of redemption, where he seeks to right the wrongs caused by the Cowboys and restore order to the town. His efforts to address the chaos and bring justice reflect a commitment to correcting injustices and making a positive impact.

• Address Mistakes Head-On: Acknowledge and rectify errors or service failures promptly and effectively.
• Build Stronger Relationships: Show customers you’re committed to making things right, strengthening trust and loyalty.

Be the Huckleberry Your Customers Need

Just as Doc Holliday famously declared, “I’m your huckleberry,” companies need to stand up for their customers as the ones best suited for the job. Uphold your brand promise with loyalty, courage, and resilience, and you will set yourself apart as the trusted partner your customers can always count on.

LoyaltyCraft was built from a passion for helping companies create meaningful customer experiences. Founded in 2016 by Lauren Feehrer CCXP, we focus on strategy, qualitative research, customer design, and employee engagement to help mid-market companies open the door to new customers and keep existing ones from leaving out the backdoor.