Welcome To Built on Trust
AT THE HEART OF EVERY SUCCESSFUL PROJECT , partnership, and community is the experience of the people involved. Built on Trust, written by Leah Fellows, is a recurring column for Built America Magazine exploring how customer experience, service, lead engagement, loyalty, and the thoughtful use of modern sales tools shape growth in the built environment. Written for executive and business leaders, the column reflects a simple truth: while beautiful projects matter, it is often the experience surrounding them that determines who earns trust and who wins the market. Through the lens of customer journey strategy, Leah examines responsiveness, collaboration between marketing, sales, and onsite teams, service culture, communication, trust-building moments, process clarity, and the role of technology as a human enabler rather than a replacement. Grounded in real-world experience, the column also draws from the wins, misses, and lessons that reveal what customers actually remember long after the first impression.
Leah Fellows FOUNDER, CUSTOMER EXPERIENCE & STRATEGIST ADVISOR BLUE GYPSY INC.
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