All Episodes
Episodes
Ep 18: How Deadlines Encourage Operational Excellence
After many months of hard work, Legendary Brands Academy has finally been released! (LegendaryBrandsAcademy.com) This online program contains all of the proven strategies the Swoz Consulting team has used to...
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Ep 17: Bite-Sized Chunks & Just-In-Time Learning
After many months of hard work, Legendary Brands Academy has finally been released! (LegendaryBrandsAcademy.com) This online program contains all of the proven strategies the Swoz Consulting team has used to...
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Ep 16: Introducing Legendary Brands Academy! (And Lessons in Customer Insight)
After many months of hard work, Legendary Brands Academy has finally been released! (LegendaryBrandsAcademy.com) This online program contains all of the proven strategies the Swoz Consulting team has used to...
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Ep 15: Healthy Leadership Team - The Part of the Engine That Almost Didn't Get Included
With all this talk about creating Raving Fans and legendary brands, there may still be one key component that is missing from your Customer Experience Engine. In today's episode, Scott and Caitlin discuss what they...
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Ep 14: How to Create Raving Fans by Mapping Out Your Customer Journey (with Daniel Steere)
Organizations have an opportunity to turn future potential clients into Raving Fans before they even buy. Creating Raving Fans starts with your sales processes. When interacting with future potential clients, are you...
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Ep 13: Caitlin and Scott Debrief Jack Hollis' Episode
Join us for a dynamic debrief session as we unpack the transformative insights shared by our recent guest speaker, Jack Hollis, Senior Vice President of Toyota America. In this episode, we go deep into the realm of...
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Ep 12: From Trust to Triumph -- Creating a Culture of Excellence (with Jack Hollis, Senior Vice President of Toyota America)
Toyota has a reputation for operational excellence, Kaizen (continuous learning and improvement), and respect for their people. In this episode, Scott and Caitlin engage in a profound conversation with Jack Hollis,...
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Ep 11: You Don't Have to Just Hope It Happens -- The 5 Levels of Trust
Many experts in the field of team-building say that the key factor in having an excellent team is "trust"... But what does that actually look like in real life? How does a team actually build "trust," rather than just...
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Ep 10: How to Build a Legendary Brand in a Really Difficult Industry: Featuring Hugh Henderson, CEO of Capstone Hospice
In this episode, Scott and Caitlin are joined by Hugh Henderson, CEO of Capstone Hospice. Hospice may not be the first organization that comes to mind when it comes to setting a high bar for creating raving fans. ...
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Ep 9: Unlocking the Intrinsic Drive of Your People Through Gamification
If you want to build a legendary brand, you're going to need to get your people to bring their A-game. You can crack the whip and squeeze tighter... Or you can tap into the intrinsic drives that are already in your...
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Ep 8: Overview - Memorable Moments
The last of the gears in the Customer Experience Engine is Memorable Moments. If you implement all the rest of the gears in engine, but not this one, your customers love you -- but they aren't telling anyone to buy...
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Ep 7: An Honest Examination on Whether It's Realistic for You to Try to Build a Legendary Brand
In this episode, Scott takes a moment to respond to concerns about whether it's realistic to reach for legendary status. Spoiler alert: There are some situations when it's not possibleChallenge alert: Maybe you should...
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