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Published by Swoz Consulting
YOUR brand can be legendary. No matter if you think your brand is too small, too niche, or too ordinary, any brand can become legendary if you apply the right strategies and systems. Join Scott Wozniak and Caitlin Johnson of Swoz Consulting, on a journey of discovery. With over 20 years of hands-on experience in creating and maintaining legendary brands, they have the proven knowledge you need to take your brand from ordinary to extraordinary. Every episode has fresh insight from leaders in the trenches, sharing practical strategies that you can implement today, and stories of incredible brand transformations. With these tools, you can make your brand legendary, too. Hosted on Ausha. See ausha.co/privacy-policy for more information.
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In this excerpt from a Swoz monthly webinar, we tackle something every leader has, but few actively look for: blind spots. The problems that seem to appear overnight were usually brewing for months. And even though the front line knew, the information just never made it to the top. Leaders are almost always the last ones to feel the pain. Scott and Matt walk through why blind spots exist -- from filtered information, hidden system failures, and (the sneakiest one) success itself masking real weaknesses. You'll learn how to uncover them, and all the tools at your disposal to get real insight and drive actionable change. ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
Another excerpt from one of Swoz's monthly webinars -- this time tackling one of those ideas everyone agrees with but few actually implement: continuous improvement. Kodak invented the world's first digital camera in their own skunkworks lab. Then went bankrupt to digital camera companies. Xerox PARC invented the mouse, the GUI, and Ethernet - none of which Xerox ever used. The ideas weren't the problem as much as the process was. Scott walks through why isolated innovation teams almost always fail to change the larger culture, and what actually works instead. The second half tackles the question nobody asks until it's too late: how do you drive continuous improvement without burning your team out? Managing expectations, managing energy, and -- hardest of all -- learning to stop things are the real skills. Chick-fil-A's famous drive-through wasn't invented in a day. It was 20 years of tiny tweaks. ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
This episode is another excerpt from one of Swoz's monthly webinars - this time diving into the side of the business that drives profit and productivity: your people. Customer experience drives revenue. Employee experience drives profit. Most leaders know this, but few have a systematic engine for actually building it. Scott and Matt walk through the three gears that separate companies with genuinely engaged teams from those just going through the motions - starting with the foundational question every employee is silently asking: can I trust you? Along the way, Scott makes the case for ditching the annual survey in favor of something far more effective, explains why paying above market rate can actually backfire, and shares why building real community doesn't conflict with holding high standards - it enables them. The closing story might be the most honest thing Scott's shared on this podcast yet: even the perfect leader doesn't get perfect results from his people. And that's actually freeing. ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
This episode is an excerpt from one of Swoz's monthly webinars - a format we're bringing to the podcast to share more of what we're teaching live. "More businesses die of indigestion than starvation." That's Jim Collins' way of saying what many businesses learn the hard way: doing more doesn't get you more. It gets you inconsistency. Operational Excellence doesn't come from motivational speeches or hype. It comes from building the right system. And the right system almost always requires doing less. We walk through the practical tactics we use personally and with clients: how to identify what actually matters, how to plan under your capacity on purpose, and five specific ways to say no without burning bridges. If you've ever struggled to focus on what matters most, this one's for you. ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
If you want people to put in effort to win, show them the score. But the opposite is also true - don't give people a score to look at, and watch their performance drop. Scott in particular shares many personal and historical examples, from a Chick-Fil-A bowling experiment that had people leaving the bowling lanes early, to Andrew Carnegie's famous way of increasing team performance. Also, it's not just enough for leaders to know the score. Just like a basketball team needs to see the score during the game, the people on your team also need to know, "what's the score of the 'game'?" Scott and Matt also discuss: How often should leaders share the score? Is there ever a point where it's too much? What kind of data should be on your scorecard? Simple, or detailed? How do you connect scoreboard data to your "why," to ensure it's not just arbitrary metrics on a screen? This episode will give you valuable insight into how transformational sharing the score can really be. Tap into that innate drive we have as humans to win, and watch your team performance reach new heights! ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
Scott and Matt discuss relaunching their online program - and the important lessons about Customer Insight and Personalized Service they learned and applied through this process. High-end consulting serves one type of client, but the online program had to be tailored to people in different situations. Same core concepts, but everything from communication style to how they celebrate wins had to change. Listen to a real example of applying the principles they teach to their own business - and how making small adjustments based on who you're actually serving can create massive impact. Similarly, you might find your own business initiatives need different approaches depending on whom you're serving: C-suite executives or frontline teams; established companies or up-and-coming startups. ---------- You can check out Legendary Brands Academy here: www.LegendaryBrandsAcademy.com ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
You mapped out your customer journey. But now what? Scott and Matt pick up where they left off, digging into what you actually do with all those post-it notes stuck to the wall. The goal is finding the friction points, gaps, and missed opportunities quietly killing your customer experience. Real examples: A luxury installer who disappeared for 8 weeks between order and delivery (customers kept calling to make sure their order was still happening). A company that realized their retiree customers wanted to hang out and chat, while their "go-getter" customers literally asked "do I have to be here for this?" Same product, totally different needs. Most gaps aren't about having a bad product...they're about the "curse of knowledge." Turn your insights into tangible action items with today's episode. ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
Season 2 kicks off with a new co-host! Scott welcomes Matt Sprague (Swoz Consulting's COO) as Caitlin pursues an exciting international opportunity. In this episode, we're jumping straight into Customer Journey Mapping: what it actually is, why it matters -- and how to do it without making your team want to kill each other! Key Topics: Why Customer Journey Mapping matters for every department, not just sales The post-it note workshop method for collaborative journey mapping How to prevent finger-pointing and create psychological safety in the process The Google Maps analogy for strategic planning Why most team conflicts stem from different views of "current state" Whether you're rounding out the year or kicking off Q1 planning, a Customer Journey Map will give you a clear path forward that your entire team can be aligned on. ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
What if your greatest opportunities are hiding in plain sight? In this episode, Scott and Caitlin wrap up their mini-series on assessments by unpacking the power of benchmarking - not just as a way to compare, but as a tool to unlock potential. They explore how legendary brands don’t just ask, “how are we doing?” They ask, “What’s possible?” From Chick-fil-A borrowing Ritz-Carlton’s service language to leaders swapping morning routines over dinner, benchmarking can come from unlikely places (even a Pixar storyboard or a lean manufacturing floor). You’ll also hear why “we’re different” can be a cop-out, how excellence beats success, and why knowing your industry standard is just the beginning of building something legendary. ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
When a third party shows up, everyone sits up straighter. In today's episode, Scott and Caitlin dive into the psychology behind why outside perspective is so powerful in assessments. And there's a surprising part to all of this -- while teams easily spot their weaknesses , they're often blind to their biggest strengths . Scott shares how one assessment led to 500% growth when they helped a client realize they had a massive advantage they were treating as "ordinary." Plus, Scott and Caitlin share the subtle importance of why they use letter grades instead of percentages (nobody wants to argue about 84 versus 85!) ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
Get ready for this new 3-part Mini Series on what is often a crucial missing step during the consulting process: Assessments. Ever wonder why leadership teams can devolve into brutal fights over strategy? It's usually not because they disagree on solutions - it's because they're all seeing different parts of the business. Like blind men around an elephant, one person knows about the margin buffer while another just sees risk everywhere. Get everyone looking at the same facts first, and the "impossible" strategic disagreements can often become obvious next steps. As we kick off this mini series, you'll realize why that 10-20% you don't know about a company might be the difference maker. ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
Some conversations just stick with you. A couple weeks after the interview with Howard Behar (Episode 39), Scott and Caitlin are still talking about his insights. In today's episode, they discuss more about how Howard's insights can revolutionize the way you think about building relationships and driving results. Howard's approach to generosity works like venture capital. Invest in ten people knowing most won't return much, but one relationship will pay off massively and make everything worthwhile. You'll learn about the genius contact trick everyone's stealing, why words like "training" versus "developing" actually matter more than you think, and why most people need to be reminded more than instructed. ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
Sure, you can make an action figure of yourself with AI. But while everyone's playing with chat prompts and generating funny images, some companies are using AI to free up millions of dollars sitting in warehouses. The future is already here - it's just not evenly distributed. At this point, AI has stopped being "optional" for customer experience. Scott breaks down five operational areas where AI isn't just impressive, it's profitable: from Chick-fil-A's system that predicts sandwich demand every eight minutes to smart mirrors that map your body for perfect outfit fitting. This isn't about which prompt gets the best response. It's about forecasting demand, personalizing at scale, and detecting threats before they cost you. Because while you're deciding whether AI matters, your competitors are already using it to create raving fans. Don't hop on board when it's too late. Right now, AI can be the nitrous oxide for the customer experience engine you already have. ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
Ever have a conversation that keeps replaying in your mind weeks after it happened? That's how it felt after talking with Jim Huling in Episode 37. In this episode, Scott and Caitlin dig deeper into the "fiery nuggets" Jim dropped during their discussion. They challenge the false dichotomy between profit and purpose, unpacking why leaders who start with purpose ultimately achieve greater sustainable results than those fixated on quarterly numbers. Most compelling is Jim's observation that "there are high trust teams who don't have high execution, but there are no high execution teams who aren't high trust." This single insight explains why the "soft stuff" isn't actually soft at all -- it's the essential foundation for operational excellence. Whether you've heard the conversation with Jim in Episode 37 yet or not, this discussion might make you rethink what really drives legendary results. ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
What separates exceptional organizations from the rest? In this conversation with Jonathan Reynolds, founder of Titus Talent, Scott and Caitlin explore why finding the right people is the foundation of every legendary brand. Jonathan reveals why traditional recruiting methods often fail and shares his counterintuitive approach to attracting A-players. Through engaging stories and tactical insights, he explains why great candidates want roles that challenge them beyond their current skill set, and why clearly defining excellence matters more than crafting the perfect job description. Most compelling is Jonathan's "one interview question" that cuts through the noise and reveals the truth about candidates. Get ready for a fun ride that's just as entertaining as it is informative! ---------- Connect with Jonathan on LinkedIn: https://www.linkedin.com/in/jonathanreynolds/ Check out Titus Talent : https://www.titustalent.com/ ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
What if treating your people well wasn't at odds with driving high performance? In this powerful conversation with Howard Behar, former President of Starbucks International, Scott and Caitlin explore why servant leadership is fundamentally about performance, not just being nice. Howard reveals the three primary responsibilities of servant leaders, and why the first focus should always be on helping people grow as human beings. At Starbucks, he created a culture where mistreating people had greater consequences than missing financial targets. Through candid stories from scaling the company from 28 stores to 1000s of stores, Howard demonstrates how this people-first approach drove remarkable business success. Whether you're leading a team of two or two thousand, this conversation offers practical wisdom on creating human-centered leadership that drives both personal and organizational excellence. ---------- Connect with Howard on LinkedIn: https://www.linkedin.com/in/howard-behar-24ba274/ Check out Howard's Starbucks legacy: https://archive.starbucks.com/record/howard-behar Learn more about Howard: http://howardbehar.com/ ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
What can we learn from someone who's generated over $21 billion in enterprise value through digital transformation? In this conversation with Ben Elmore, Scott and Caitlin explore the often-misunderstood world of bringing technology and people together. Ben shares why 70% of digital transformation efforts fail, and how his team achieves an 85% success rate instead. Through stories from his work with Under Armor and faith-based organizations, he reveals that technology is only 1/3 of the transformation equation (and why starting with tech often leads to disaster). Whether you're leading a digital initiative or simply trying to navigate a changing marketplace, this conversation offers practical wisdom on balancing technology with the human elements that make change stick. ---------- Connect with Ben on LinkedIn: https://www.linkedin.com/in/benjaminelmore/ Check out Servant: https://www.servant.io/ Check out Intevity: https://www.intevity.com/ ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
After decades coaching thousands of executives across 21 countries, Jim Huling has experienced first-hand what separates thriving teams from those that merely survive. What if the most crucial element of team success -- in the real world -- isn't always what we expect it to be on paper? In this eye-opening conversation, Jim reveals to Scott and Caitlin the missing component he's consistently found to be the downfall of even the most operationally excellent teams. Through compelling stories and hard-won insights, Jim explains why "trust" isn't just a buzzword. It's the bedrock upon which excellence is built and sustained. For leaders tired of constantly fighting the same battles, this conversation offers a refreshing perspective on what truly matters. Are you ready to transform your leadership approach from one that merely hopes for excellence, to one that naturally inspires excellence? Buckle up, as Jim's wisdom could be a game-changer for you. ---------- Connect with Jim on LinkedIn: https://www.linkedin.com/in/jimhuling/ ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
What happens when you combine lightning-fast growth with unwavering quality standards? In this conversation with Grace Chadwick, COO of Crumbl Cookies, Scott and Caitlin explore how one of the fastest-growing food brands manages to maintain excellence while changing their entire menu weekly. Grace reveals the unexpected foundation of Crumbl's success: a tech-first approach that enables real-time communication, training, and customer feedback across thousands of locations. From their customized rating system to their innovative recruiting strategies, discover how Crumbl has turned the traditional food industry model upside down. Most importantly, learn why finding the right cultural fit has been key to Crumbl's extraordinary journey -- creating an environment where innovation thrives, and rapid change becomes a competitive advantage. ---------- Connect with Grace on LinkedIn: https://www.linkedin.com/in/gracielachadwick/ ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
What happens when you get direct advice from an industry pioneer? In this episode, Scott and Caitlin explore how valuable conversations with industry pioneers can transform your business approach. Caitlin shares insights from her recent meeting with Chuck Coonradt, the original "Godfather of Gamification," revealing his counterintuitive advice about explaining what you do to potential clients. Rather than leading with methodology, learn why focusing on the problems you solve creates deeper connections. Through this conversation, Scott and Caitlin demonstrate how meeting with legends isn't as intimidating as it seems -- it just requires the right approach. Discover practical strategies for making these connections, preparing effective questions, and extracting insights that can create significant shifts in your business strategy. ---------- Sign up for our newsletter: https://swozconsulting.com/about/the-newsletter/ Find more info on how we are building legendary brands at: www.SwozConsulting.com Hosted on Ausha. See ausha.co/privacy-policy for more information.
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Observed September 17, 2026. Cached outside the daily freshness window; the positions keep the date they were taken on.
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