From Conflict to Connection: The Customer Experience Secrets That Build Loyalty for Life
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From Conflict to Connection: The Customer Experience Secrets That Build Loyalty for Life
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💥 What if the smallest shift could create your biggest breakthrough in business—and in life?
In this heartfelt episode of Chats with Jason, bestselling author and CX legend Marilyn Suttle reveals how to turn tension into trust, mistakes into mentorship, and angry customers into raving fans.
💡 You’ll discover:
✅ The LAP framework for diffusing customer frustration fast
✅ Why empathy isn’t soft—it’s your sharpest leadership tool
✅ How a Ritz-Carlton employee turned heartbreak into humanity (real story!)
✅ The “Gladys Principle” for managing difficult people—at work and at home
✅ Why consistency and curiosity are the hidden keys to brand loyalty
🎯 Whether you're a frontline service star, a C-suite executive, or just someone who wants to lead with heart, this episode will give you the mindset, tools, and stories to transform every interaction.
💬 Drop a comment with your biggest takeaway.
🔔 Subscribe for more conversations that turn experience into impact.
Because when you transform the experience, you transform your business—and the world around you.
Follow Jason S Bradshaw:
Website: https://jasonsbradshaw.com/
LinkedIn: https://www.linkedin.com/in/jasonsbradshaw/
Facebook: https://www.facebook.com/jasonsbradshaw
Instagram: https://www.instagram.com/jasonsbradshaw/
Twitter/X: https://x.com/jasonsbradshaw
Follow Marilyn Suttle:
Website: https://marilynsuttle.com/
LinkedIn: https://www.linkedin.com/in/marilynsuttle/
Facebook: https://www.facebook.com/SuttleShift/
Youtube: https://www.youtube.com/@MarilynSuttle
Twitter/X: https://x.com/marilynsuttle
Buy the book: Who's Your Gladys? https://a.co/d/4FcGSeU