All Episodes
Make Your Brand Legendary with Swoz Consulting — 56 episodes
Ep 56: Study Your Bright Spots — The Key for Star Employees
Ep 55: The Legendary Onboarding Engine
Ep 54: Uncovering Organizational Blind Spots
Ep 53: Continuous Improvement
Ep 52: The Employee Experience Engine
Ep 51: Narrow Your Focus
Ep 50: The Power of a Scorecard
Ep 49: What We Learned Launching Legendary Brands Academy 2.0
Ep 48: Customer Journey Mapping (Part 2) - From Mapping to Action
Ep 47: Customer Journey Mapping (+ Introducing Co-Host Matt Sprague!)
Ep 46: Benchmarking - Taking It To Another Level (Assessments Mini Series || Part 3)
Ep 45: The Power of an Outside Perspective (Assessments Mini Series || Part 2)
Ep 44: Why Add Assessments? (Assessments Mini Series || Part 1)
Ep 43: Debriefing and Discussing the Howard Behar Episode
Ep 42: AI & Customer Experience
Ep 41: Debriefing the Jim Huling Episode
Ep 40: The Science of Finding Exceptional People (with Jonathan Reynolds)
Ep 39: Putting People Before Profits -- And Winning at Both (with Howard Behar, Former President of Starbucks International)
Ep 38: Digital Transformation for Legendary Brands (with Ben Elmore)
Ep 37: Building High-Trust Leadership Teams (With Jim Huling, Co-Author of The 4 Disciplines of Execution)
Ep 36: The Crumbl Story -- A Recipe for Rapid Growth (with Grace Chadwick, COO of Crumbl Cookies)
Ep 35: Learning from Legends: Chuck Coonradt
Ep 34: Three C's of Hiring -- Mini Series Conclusion || FROM THEORY TO PRACTICE
Ep 33: Three C's of Hiring -- Mini Series || COMPETENCE (Part 2)
Ep 32: Three C's of Hiring -- Mini Series || COMPETENCE (Part 1)
Ep 31: Three C's of Hiring -- Mini Series || CHEMISTRY (Part 2)
Ep 30: Three C's of Hiring -- Mini Series || CHEMISTRY (Part 1)
Ep 29: Three C's of Hiring -- Mini Series || CHARACTER (Part 2)
Ep 28: Three C's of Hiring -- Mini Series || CHARACTER (Part 1)
Ep 27: Personalized Service In Action -- Small Touches, Big Impact
Ep 26: Pulse Surveys
Ep 25: Elevated Language
Ep 24: The Three C's of Hiring -- Character, Competence, and Chemistry
Ep 23: Beyond the Data -- The Power of Live Customer Observation
Ep 22: Creating Hero Moments -- The Secrets to Unforgettable Customer Experiences
Ep 21: "Firing" Customers -- When "No" Is The Answer
Ep 20: Hiring With Excellence
Ep 19: Bridging the Gap -- Military Wisdom in Corporate Leadership (with Scott Reese)
Ep 18: How Deadlines Encourage Operational Excellence
Ep 17: Bite-Sized Chunks & Just-In-Time Learning
Ep 16: Introducing Legendary Brands Academy! (And Lessons in Customer Insight)
Ep 15: Healthy Leadership Team -- The Part of the Engine That Almost Didn't Get Included
Ep 14: How to Create Raving Fans by Mapping Out Your Customer Journey (with Daniel Steere)
Ep 13: Caitlin and Scott Debrief Jack Hollis' Episode
Ep 12: From Trust to Triumph -- Creating a Culture of Excellence (with Jack Hollis, Senior Vice President of Toyota America)
Ep 11: You Don't Have to Just Hope It Happens -- The 5 Levels of Trust
Ep 10: How to Build a Legendary Brand in a Really Difficult Industry: Featuring Hugh Henderson, CEO of Capstone Hospice
Ep 9: Unlocking the Intrinsic Drive of Your People Through Gamification
Ep 8: Overview - Memorable Moments
Ep 7: An Honest Examination - Is it Realistic to Build a Legendary Brand?
Ep 6: Overview - Personalized Service
Ep 5: Overview - Operational Excellence
Ep 4: Overview - Customer Insight
Ep 3: Overview of the Customer Experience Engine
Ep 2: How Do You Know If You Have Raving Fans?
Ep 1: Who Is This Podcast For?