By Jennifer Conrad, Managing Editor
If you’ve ever wondered what it takes to turn passion into purpose and purpose into success, look no further than Janice Russell, founder of Step Up CX. As a former teacher turned corporate trainer and now entrepreneur, Janice’s mission is to help Arizona’s small businesses create unforgettable customer experiences that drive loyalty and growth.
From the Classroom to Arizona’s Business Scene
“I’ve always been a teacher at heart,” Janice shares. For 12 years, she taught first through fifth grades, eventually stepping into a district-level role in Chandler. She designed training programs, coached educators, and implemented new teaching standards there.
“What I didn’t realize then,” she reflects, “is that I was building a foundation for something bigger. Teaching isn’t just about delivering lessons but engaging people and creating meaningful connections.” Her time in education was more than just a job; it was a masterclass in communication, empathy, and adaptability.
Janice transitioned into corporate training, working with industries as diverse as finance, real estate, and design-build firms. This laid the groundwork for Step Up CX, where she now channels her passion into transforming customer experience for small businesses.
How has Arizona’s small business community shaped your work at Step Up CX?
“Arizona’s vibrant small business community has inspired me to create innovative and deeply personal solutions. The close-knit relationships and strong sense of community reinforce the importance of empathy-driven service. Arizona businesses thrive on fostering meaningful connections with their clients, which aligns perfectly with the core mission of Step Up CX.”
Step Up CX: Building a Business from Scratch
Launched earlier this year, Step Up CX offers tailored solutions to small business owners. “When I started Step Up CX, I had a clear vision: to make exceptional customer experiences accessible to every small business,” Janice explains. Her offerings include free customer experience (CX) evaluations, customized training plans, and actionable service improvement checklists.
Her work is hands-on and personalized. Janice emphasizes: “My services are not cookie-cutter training. Every organization is unique and should be treated as such.”
What unique challenges do Arizona businesses face in delivering exceptional customer experiences, and how do you address them?
“Arizona businesses often grapple with balancing high customer expectations and limited resources. Especially in industries like tourism and hospitality, service demands can fluctuate seasonally. Step Up CX addresses this by offering tailored training programs to equip teams with tools for managing diverse client needs while maintaining service quality.”
Why Arizona Needs a CX Revolution
With over 290 new residents moving to Arizona daily, the state’s small businesses face intense competition. From coffee shops to boutique stores, the fight for attention in saturated markets requires innovation and personalization.
What role do you think customer experience plays in the success of small businesses in Arizona?
“Customer experience is the heartbeat of a small business’s success. Exceptional service builds loyalty and turns customers into advocates who promote the business. A memorable customer experience ensures repeat business and drives word-of-mouth referrals critical for growth.”
Lessons from a First-Year Business Owner
Launching Step Up CX has been as challenging as it has been rewarding. “Sharing my journey, including the ups and downs, has helped me build trust with my clients,” Janice shares. Her authenticity, resilience, and adaptability resonate deeply with the businesses she serves.
Arizona is home to hospitality and tourism. How does Step Up CX tailor its training programs?
“We focus on creating seamless, welcoming interactions for hospitality and tourism. In real estate, trust-building and communication take precedence. Every sector gets solutions customized to its unique challenges.”
The Future of Step-Up CX
Looking ahead, Janice envisions expanding her impact across Arizona with virtual workshops and an online community for small business owners. Her goal is to be a go-to resource for customer experience.
How does improved customer service contribute to Arizona’s economic growth?
“Improved customer service drives loyalty and retention, which boosts business growth. When businesses thrive, they create jobs and reinvest in their communities, strengthening the local economy.”
What advice would you give Arizona small business owners trying to stand out?
“Focus on creating personalized experiences. Train your team to listen, empathize, and proactively solve problems. Finally, embrace community values—they’re a powerful differentiator.”
Final Thoughts
Through Step Up CX, she’s proving that even the smallest businesses can significantly impact one customer experience at a time. Her insights couldn’t be more timely, and Janice’s work reminds us that success isn’t about profits or the service you provide. It’s about the customer experience and the connections we create.
