Shows
Make Your Brand Legendary with Swoz ConsultingEp 50: The Power of a ScorecardIf 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...
2026-01-2332 minMake Your Brand Legendary with Swoz ConsultingEp 49: What We Learned Launching Legendary Brands Academy 2.0Scott 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...
2026-01-0820 minMake Your Brand Legendary with Swoz ConsultingEp 48: Customer Journey Mapping (Part 2) - From Mapping to ActionYou 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...
2025-12-2717 minMake Your Brand Legendary with Swoz ConsultingEp 47: Customer Journey Mapping (+ Introducing Co-Host Matt Sprague!)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 salesThe post-it note workshop method for collaborative journey mappingHow to prevent finger-pointing and create psychological safety in the process
2025-12-1123 min
IMPACT CEO05 | Playing the Long Game - Scott WozniakIn this episode of Impact CEO, Duane Donner sits down with Scott Wozniak—leadership strategist, author, and CEO of Swoz Consulting. Scott has played a key role in shaping world-class cultures for organizations like Chick-Fil-A, Google, Toyota, and more. Scott and Dwayne unpack how long-term thinking, clarity, operational excellence, and genuine care create organizations that both perform at the highest level and reflect the heart of God. They explore what it means to make your business a ministry, why trust is built through consistency, and how leaders can create legendary brands by living Kingdom principles. Su...
2025-11-2532 min
P³ with Preston PooreIs Your Leadership Style Really Effective? | with Scott WozniakSend us a textIn this episode of P³ with Preston Poore, Preston and author, CEO, and consultant Scott Wozniak discuss the effectiveness of different leadership styles. They explore the psychological reasons behind why people follow charismatic yet aggressive leaders during uncertain times. Scott even shares his personal journey from working under poor leaders to mastering effective leadership practices. 00:00 Introduction and the Ruthless Path to Wealth00:51 The Rise of Authoritarian Leadership02:53 Guest Introduction: Scott Wozniak03:13 Scott's Journey in Leadership10:53 The Importance of Clarity in Leadership18:49 The Downside of Aggressive Le...
2025-11-2049 min
The Fast Slow Motion Podcast"The Systems Behind Legendary Brands" - The Fast Slow Motion Podcast - Ep 044Send us a textIn episode 044, Sam Donaghey and Michael Johnson talk with Scott Wozniak—author of Make Your Brand Legendary and founder of Swoz Consulting—about what separates good brands from legendary ones.Scott shares the five-part “customer experience engine” behind world-class brands like Chick-fil-A, Disney, and Buc-ee’s, and explains how to turn customer insight into raving fans. He also reveals why leaders must pursue great before big, how small moments create viral loyalty, and what it really takes to scale with excellence.If you want your brand to be unforgettable for the ri...
2025-09-0246 minMake Your Brand Legendary with Swoz ConsultingEp 46: Benchmarking - Taking It To Another Level (Assessments Mini Series || Part 3)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...
2025-08-0718 minMake Your Brand Legendary with Swoz ConsultingEp 45: The Power of an Outside Perspective (Assessments Mini Series || Part 2)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...
2025-07-2415 minMake Your Brand Legendary with Swoz ConsultingEp 44: Why Add Assessments? (Assessments Mini Series || Part 1)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...
2025-07-1014 min
Evolving IndustryCompany Baggage: The 8 Archetypes of Dysfunctional OrganizationsOrganizational archetypes are recurring patterns that reveal how dysfunction takes root and persists. In this episode, Scott Wozniak, CEO of Swoz Consulting, breaks down some of the most common dysfunction types he’s encountered while helping companies scale. From the reactionary chaos of the “Firefighting Factory” to the rigid habits of the “Fortress,” Scott explores how leaders can identify these patterns and start engineering healthier operations. He also explains how industry pressures and founder personalities shape culture more than many leaders realize, and why “diagnosing the disease” is always step one.Join us as we discuss: ...
2025-06-1746 minMake Your Brand Legendary with Swoz ConsultingEp 43: Debriefing and Discussing the Howard Behar EpisodeSome 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...
2025-06-1630 min
CEO Growth TalksCreating Raving Fans: Using AI to Turn Customers into Passionate AdvocatesJoin host Pete Hayes as he interviews Scott Wozniak, CEO of Swoz Consulting, on the secrets to building legendary customer loyalty. Scott shares the proven strategies behind Chick-fil-A’s devoted fan base and how B2B companies can apply the same principles to turn customers into passionate advocates. Learn how to create a customer experience so remarkable that it sets you apart from the competition—and keeps clients coming back. Plus, discover how AI can enhance, not replace, the human touch in customer interactions, making your brand even more unforgettable. If you’re not intentionally designing your customer journey, you’re...
2025-06-0522 min
Sparks of GratitudeIdentity, Failure and Purpose - Scott WozniakSend us a textIn this inspiring episode of the Sparks of Gratitude podcast, host Randy Sparks sits down with Scott Wozniak—CEO of Swoz Consulting, former Chick-fil-A executive, global leadership advisor, and author of Make Your Brand Legendary. With a journey that spans from child actor to consultant for Fortune 500 companies and Silicon Valley unicorns, Scott shares powerful lessons on identity, failure, and personal transformation. Together, they explore how life’s unexpected transitions can lead to growth, clarity, and deep purpose.🔥 You’ll learn:✔️ How to reframe failure as a foundation for growth✔️ Why yo...
2025-06-021h 04Make Your Brand Legendary with Swoz ConsultingEp 42: AI & Customer ExperienceSure, 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...
2025-05-2927 minMake Your Brand Legendary with Swoz ConsultingEp 41: Debriefing the Jim Huling EpisodeEver 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...
2025-05-1527 minMake Your Brand Legendary with Swoz ConsultingEp 40: The Science of Finding Exceptional People (with Jonathan Reynolds)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...
2025-05-0157 minMake Your Brand Legendary with Swoz ConsultingEp 39: Putting People Before Profits -- And Winning at Both (with Howard Behar, Former President of Starbucks International)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...
2025-04-1750 minMake Your Brand Legendary with Swoz ConsultingEp 38: Digital Transformation for Legendary Brands (with Ben Elmore)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...
2025-04-0345 minMake Your Brand Legendary with Swoz ConsultingEp 37: Building High-Trust Leadership Teams (With Jim Huling, Co-Author of The 4 Disciplines of Execution)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...
2025-03-2046 minMake Your Brand Legendary with Swoz ConsultingEp 36: The Crumbl Story -- A Recipe for Rapid Growth (with Grace Chadwick, COO of Crumbl Cookies)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...
2025-03-0646 minMake Your Brand Legendary with Swoz ConsultingEp 35: Learning from Legends: Chuck CoonradtWhat 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...
2025-02-2038 minMake Your Brand Legendary with Swoz ConsultingEp 34: Three C's of Hiring -- Mini Series Conclusion || FROM THEORY TO PRACTICEWe've spent the past few weeks getting specific about The Three C's of Hiring -- and now it's time to put it all together. It's one thing to have all the knowledge and strategies, but what do you do when you encounter questions along the way? Scott and Caitlin wrap up this Mini-Series by detailing specific guardrails, pitfalls, and common questions you might encounter as you apply the Three C's to your hiring process.You'll learn:How to prevent hiring people that think and behave exactly like you (and why that's such...
2025-02-0619 minMake Your Brand Legendary with Swoz ConsultingEp 33: Three C's of Hiring -- Mini Series || COMPETENCE (Part 2)Last episode, Scott and Caitlin addressed the fundamentals of hiring for Competence. Now, it's time to enter troubleshooting mode. You might know the secrets of how to assess for Competence, but what do you do when real-world complications blur the lines?Through candid conversations and surprising revelations, they address critical questions like:Is it possible for someone to be too competent for a job?How do you not just hire competent employees, but also retain them?What if you work in a stereotypically "difficult" industry to find competent...
2025-01-2327 min
CEO ZonesMeet The Speaker: Scott WozniakScott Wozniak, CEO of Swoz Consulting, has helped leaders on six continents create high-performance organizations, whether that’s through better innovation, customer experience, or just accelerating their personal growth.He has started four organizations (two non-profit and two for-profit) and written two books. His previous book, How to Fail as a Leader, is a leadership fable with epic medieval battles. Scott spent eight years working at the Chick-fil-A headquarters, including working directly with the founding family and executive team on company strategy, leadership development programs, and leading major change initiatives. In addition to helping Chick-fil-A, he’s spok...
2025-01-1141 minMake Your Brand Legendary with Swoz ConsultingEp 32: Three C's of Hiring -- Mini Series || COMPETENCE (Part 1)After exploring Character and Chemistry, we've reached the final 'C' of hiring: Competence. While it might seem like the most straightforward of the three to evaluate, Scott and Caitlin reveal why traditional interview approaches often lead to costly hiring mistakes.Rather than relying on standard behavioral questions or "going with your gut," they demonstrate how to turn interviews into genuine conversations that uncover true capabilities. And if you think reference checks are just a formality, their insights about maximizing these conversations might surprise you.From entry-level positions to executive...
2025-01-0930 minMake Your Brand Legendary with Swoz ConsultingEp 31: Three C's of Hiring -- Mini Series || CHEMISTRY (Part 2)In the previous episode, Scott and Caitlin explored how to define Chemistry; now we're diving into the practical side of assessing it. Scott and Caitlin break down why initial interviews can be deceptively polished, and share tactics for uncovering authentic Chemistry during the hiring process.Through real stories of their own interviews, including Scott's own 17-interview journey, you'll learn how leading brands evaluate Chemistry at every level. You'll go beyond basic interview advice, and be given specific things to look for (like "conversational pickleball," as Scott and Caitlin coined it).
2024-12-2727 minMake Your Brand Legendary with Swoz ConsultingEp 30: Three C's of Hiring -- Mini Series || CHEMISTRY (Part 1)Think Chemistry in hiring just means finding outgoing people who are "good with others?" Think again! In this continuation of the Mini Series, Scott and Caitlin break down what Chemistry really means in the Three C's of Hiring.As an often misunderstood concept, a lack of Chemistry is often the hidden factor that can derail your Operational Excellence -- even when Character and Competence are strong. You'll learn why the most successful salespeople aren't who you'd expect, why studies show having a true friend at work drastically affects performance, and how to differentiate between...
2024-12-1216 minMake Your Brand Legendary with Swoz ConsultingEp 29: Three C's of Hiring -- Mini Series || CHARACTER (Part 2)In Part 2 of this Character exploration, Scott and Caitlin dive into the practical side: How do you actually test for Character during interviews?Learn why "going with your gut" when hiring only works about 1/3 of the time, and discover specific interview techniques that help you identify genuine character traits. And it's not just about the questions. There are even real-world tests you can include in your interview process. Scott outlines a key test that Chick-Fil-A used during his interview process years ago that revolutionized his thinking about conducting effective interviews. Not only that, this...
2024-11-2825 minMake Your Brand Legendary with Swoz ConsultingEp 28: Three C's of Hiring -- Mini Series || CHARACTER (Part 1)With only 34% of American workers feeling engaged at work, it's time to revolutionize your hiring process. This episode kicks off the Three C's of Hiring Mini Series by laying the foundation of the non-negotiables in hiring.The sequence matters -- you can't hire for Competence if you don't focus on Character first. Go beyond the generic character traits like "integrity" that all companies look for.In this first deep dive into Character, Scott and Caitlin share specific examples across multiple industries about which key values your organization should (and...
2024-11-1420 minMake Your Brand Legendary with Swoz ConsultingEp 27: Personalized Service In Action -- Small Touches, Big ImpactIn this episode, Scott and Caitlin reveal how personalized service can be the secret ingredient in your customer experience recipe.Learn why operational excellence isn't enough and discover practical strategies to make your customers feel truly valued. From mapping customer journeys to creating tailored touchpoints, you'll gain insights into the tactics used by legendary brands.In a dynamic brainstorming session, Scott and Caitlin demonstrate how to develop personalized touches for real-world scenarios, giving you a behind-the-scenes look at what your own creative process could look like. Whether you're in...
2024-10-1749 minMake Your Brand Legendary with Swoz ConsultingEp 26: Pulse SurveysAre you still relying on annual customer satisfaction surveys with dismal response rates? It's time to revolutionize your approach to customer feedback. In this episode, Scott and Caitlin reveal the power of Pulse Surveys -- a game-changing tool for getting your customers to *actually* answer your questions.You'll learn innovative strategies used by industry leaders like Chick-fil-A and Delta Airlines that make feedback effortless for customers and invaluable for brands. (In contrast, Caitlin shares a real customer survey she received, showing an example of what not to do with your surveys. The subtle trickery...
2024-10-0338 minMake Your Brand Legendary with Swoz ConsultingEp 25: Elevated LanguageWords matter more than we think. In this episode, Scott and Caitlin explore the power of Elevated Language in creating legendary brand experiences. From Disney's "cast members" to nursing homes reframing patients as "family members," learn how carefully chosen words can transform customer perceptions and employee engagement. Discover why the Ritz-Carlton's "ladies and gentlemen serving ladies and gentlemen" philosophy resonates so deeply, and how even B2B tech companies can use playful language to attract the right talent. Uncover the free yet powerful tool of language that can set your brand apart and create immersive, meaningful experiences for your...
2024-09-1918 min
Act ThreeMastering Life Transitions with Scott Wozniak: From Child Actor to Business Leader In this episode of 'Act Three,' host Cara Gray brings on Scott Wozniak, CEO of Swoz Consulting, to dive deep into his multifaceted career journey. With an impressive background that spans professional acting, non-profit leadership, and strategic consulting for global giants like Chick-fil-A, Scott shares invaluable insights on navigating career transitions. Learn how Scott's early experiences in theater under his mother's direction planted the seeds for a lifelong pursuit of impactful leadership. Discover why Scott believes that true growth comes from stepping into the unknown, and how his innovative strategies can help transform businesses from startups to legendary brands...
2024-09-1643 minMake Your Brand Legendary with Swoz ConsultingEp 24: The Three C's of Hiring -- Character, Competence, and ChemistryHiring for excellence is crucial in today's competitive talent market, but what exactly should you look for? In this episode, Scott and Caitlin dive deep into The Three C's of Hiring: Character, Competence, and Chemistry. Learn what it really means to hire for "Character," beyond general favorable qualities. Everyone wants to hire "good people" -- but what does that look like specifically for your brand? Discover how Competence drives these values into action, while Chemistry keeps the engine running smoothly. Through personal anecdotes and real-world examples, Scott and Caitlin illustrate how The Three C's...
2024-09-0533 min
SIMPLE brand With Matt LylesTurn Customers Into Raving Fans With a Customer Experience Engine - Scott WozniakIn this week’s episode of the SIMPLE brand podcast, I talk with Scott Wozniak.Scott is the founder and CEO of Swoz Consulting where he helps startups, family enterprises, and Fortune 500 companies create raving fans of customers and employees.And Scott’s the bestselling author of Make Your Brand Legendary: Create Raving Fans With the Customer Experience Engine.Here’s what we discuss:The secret to creating raving fansCustomer Insight is the fuel that powers your customer experience engineOperational excellence is more important than wowing customersA healthy leadership team is needed for ex...
2024-08-2855 minMake Your Brand Legendary with Swoz ConsultingEp 23: Beyond the Data -- The Power of Live Customer ObservationGetting out of the office and into the field is a crucial, yet often overlooked, strategy for gaining genuine Customer Insight. In today's episode, Scott and Caitlin dive into the power of Live Observation and why it's essential for leaders at all levels. From Procter & Gamble's game-changing discovery with Tide, to Chick-fil-A's executives modeling humble leadership through simple actions, you'll hear how hands-on engagement can reveal customer needs that data alone might miss!----------P.S.: If you're ready to take your learning to the next level, beyond what we can cover...
2024-08-2223 min
StoryBuilders PodcastThe Things You Do to Make Money, Can Be the Things You Do to Make Meaning with Scott WozniakSend us a textScott Wozniak, CEO of Swoz Consulting, bestselling author, and extreme sports enthusiast, joins Andrew Biernat on StoryBuilders to share his journey and insights on creating legendary companies and fulfilling lives. From a child actor to a consultant for top CEOs, Scott's story is both inspiring and instructive.Key Takeaways:The Secret to Legendary Brands: Discover how operational excellence, personalized service, and memorable moments are the three gears that turn ordinary businesses into extraordinary brands.Lessons from the Stage to the Boardroom: Learn how Scott's...
2024-08-1949 minMake Your Brand Legendary with Swoz ConsultingEp 22: Creating Hero Moments -- The Secrets to Unforgettable Customer ExperiencesHero-making experiences are the secret ingredients that turn satisfied customers into Raving Fans. From dog-friendly menus to oversized slices of peanut butter pie, Scott and Caitlin discuss their own personal experiences with brands that made them feel like heroes. You'll hear how the strategies of competing brands like Super Chix & Chick-fil-A, Red Robin & Five Guys, either create or miss hero-making moments. Even the smallest acts of generosity or thoughtful touches can transform ordinary interactions into legendary brand experiences. Discover how your own brand can add the smallest touches for the biggest returns.----------
2024-08-0821 minMake Your Brand Legendary with Swoz ConsultingEp 21: "Firing" Customers -- When "No" Is The AnswerIt's not a typo! Today, Scott and Caitlin aren't talking about firing employees; they discuss the concept of "firing" your customers.We all want everyone to love us. In an ideal world, everyone could be a Raving Fan of our brand. But if we try to appeal to everyone, then nobody can truly become a Raving Fan of our brand.Join Scott and Caitlin in this insightful discussion about how to navigate when to say "no" to customers, and how to cultivate a brand attitude that can truly create...
2024-07-2527 min
Perpetual TrafficHow to Craft a Legendary Brand and Create Raving Fans with Scott WozniakIn this episode, Ralph sits down with Scott Wozniak to discuss the secrets behind building a legendary brand. Scott shares insights from his book, "Make Your Brand Legendary," explaining how to create raving fans who return repeatedly and spread the word about your business. Using case studies like Chick-fil-A versus McDonald's, Scott explains the importance of understanding your customer and effective systems in driving success. Tune in to learn strategies for turning your business into a customer-centric powerhouse.Chapters00:00:00 - Welcome to the Perpetual Traffic Podcast!00:01:09 - Introducing Scott Wozniak: From Florida to Legendary Branding00:02:47...
2024-07-1643 minMake Your Brand Legendary with Swoz ConsultingEp 20: Hiring With ExcellenceScott and Caitlin get practical in this episode to discuss one of the most important aspects of legendary brands: hiring an excellent team. You can have the best systems and values, but if your employees don't uphold these systems or values, it can quickly fall apart. Operational Excellence starts with getting the right people on board.In particular, Scott and Caitlin discuss:The Three C's to look for in new candidatesWhy most companies focus solely on competence and miss out on crucial aspects of a great hire...
2024-07-1233 minMake Your Brand Legendary with Swoz ConsultingEp 19: Bridging the Gap -- Military Wisdom in Corporate Leadership (with Scott Reese)Scott and Caitlin sit down with Scott Reese, a former Marine Corps officer turned business leader, to explore the universal principles of effective leadership that transcend sectors and industries.Scott Reese shares powerful insights from his diverse career spanning sales, engineering, and operations. His current role has helped a fast-growing construction company scale from $20 million to $200 million.You won't want to miss this captivating conversation that covers:The invaluable leadership lessons learned from both exceptional and challenging leadersHow to protect and empower your team while navigating complex...
2024-06-2740 minMake Your Brand Legendary with Swoz ConsultingEp 18: How Deadlines Encourage Operational ExcellenceAfter 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 revolutionize multiple industry-leading brands, from household names, to local mom-and-pops. It's over 20 years of wisdom from being on the front lines of legendary brands, all at the click of a mouse.Sometimes, our greatest goals and passions get pushed to the side. We tell ourselves, "I'll get to it later." During the creation of Legendary Brands Academy, Scott realized this more than ever...
2024-06-1332 minMake Your Brand Legendary with Swoz ConsultingEp 17: Bite-Sized Chunks & Just-In-Time LearningAfter 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 revolutionize multiple industry-leading brands, from household names, to local mom-and-pops. It's over 20 years of wisdom from being on the front lines of legendary brands, all at the click of a mouse.In today's episode, Scott and Caitlin discuss two more lessons they learned in the creation of Legendary Brands Academy that you can apply to your brand strategy: Bite-Sized Chunks and Just-In-Time Learning...
2024-05-3018 min
Customer Service Revolution157: Cutting-Edge AI Trends and How to Apply Them to Your Customer ExperienceCan you imagine a brand so powerful that its customer service makes it indispensable? On this episode of The Customer Service Revolution, Scott Wozniak, CEO of Swoz Consulting and author of "Make Your Brand Legendary," joins John to inspect the shifts in customer service and employee experience. We tackle the "employee roulette" and the "five Es" of hospitality that every brand should embody. Scott's insights, rooted in his tenure at Chick-fil-A headquarters, reveal how a happy workforce is essential for a company's longevity and prosperity. Welcome to the age of AI, where digital interns hold...
2024-05-2246 minMake Your Brand Legendary with Swoz ConsultingEp 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 revolutionize multiple industry-leading brands, from household names, to local mom-and-pops. It's over 20 years of wisdom from being on the front lines of legendary brands, all at the click of a mouse.In today's episode, Scott and Caitlin discuss how the principles taught in Legendary Brands Academy also applied during the creation of this online program. In particular, they talk about how receiving feedback...
2024-05-1623 min
Play the Long Game with Scott WozniakEp. 68: Quality x Distribution = The Size of Your ImpactIn this episode, I have both exciting news, and a honest reflection on something I have learned this year.The exciting news is that after many months of hard work, my team at Swoz Consulting has released Legendary Brands Academy! (LegendaryBrandsAcademy.com) This online program contains all of the proven strategies I have used to revolutionize multiple industry-leading brands, from household names, to local mom-and-pops. It's not just theories. It's a specific step-by-step system that is designed to transform your brand from the ground-up and create diehard Raving Fans. It's over 20 years of wisdom...
2024-05-0619 minMake Your Brand Legendary with Swoz ConsultingEp 15: Healthy Leadership Team -- The Part of the Engine That Almost Didn't Get IncludedWith 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 often have found is the elephant in the room: a leadership team that is not healthy. You can have all the gears in your Customer Experience Engine running -- but if you don't have a Healthy Leadership Team, everything could fall apart.Listen in as Scott and Caitlin recap the gears in the Customer Experience Engine, and discuss what...
2024-05-0325 min
I See What You're SayingPursuing Excellence Over Success | Scott WozniakIn this episode, we join forces with leadership expert Scott Wozniak to dissect the crucial elements of building effective leadership teams and enhancing customer experiences. We delve into the significance of collaboration, setting clear expectations, and the art of providing impactful feedback that fosters growth and excellence. From personal anecdotes at Chick-fil-A to practical strategies for daily business operations, we uncover actionable insights that lead to sustained excellence and team cohesion. Join us as we explore these pivotal themes, equipping you with the tools to transform your own team dynamics and leadership approaches in this episode.
2024-05-011h 02Make Your Brand Legendary with Swoz ConsultingEp 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 speaking their language? Do you consider if the person you are speaking with is the Buyer, Payer, or a User? And do you know how to navigate this complex field? Scott and Caitlin explore this topic with Daniel Steere, President of Steering Ventures. Daniel takes the conversation to deeper level by discussing how you can build Customer Journey Maps by creating compelling...
2024-04-1853 minMake Your Brand Legendary with Swoz ConsultingEp 13: Caitlin and Scott Debrief Jack Hollis' EpisodeJoin 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 high-trust cultures and operational excellence, exploring the powerful intersection where organizational dynamics meet human behavior. Tune in as we share our reactions, thoughts, and insights, navigating the complexities of building and sustaining high-trust cultures while striving for operational excellence. Remember: YOUR brand can be legendary too! ----------Sign up for our newsletter, a...
2024-04-0440 minMake Your Brand Legendary with Swoz ConsultingEp 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, Senior Vice President of Automotive Operations at Toyota, America. After learning these paradigm-shifting insights from Jack, your organization is sure to be stronger than ever.In particular, Scott and Caitlin discuss with Jack about:The game-changing philosophy of putting People before Profits and PerformanceWhy trust is the ultimate success factor of an organizationThe inspiring strategy...
2024-03-2140 minMake Your Brand Legendary with Swoz ConsultingEp 11: You Don't Have to Just Hope It Happens -- The 5 Levels of TrustMany 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 talking about it and hoping it happens?In this episode, join Scott and Caitlin as they outline the specific process about how trust is built within a team.In particular they discuss:Why most attempts at building trust failThe 5 Levels of Trust, and how to establish each level...
2024-03-0720 minMake Your Brand Legendary with Swoz ConsultingEp 10: How to Build a Legendary Brand in a Really Difficult Industry: Featuring Hugh Henderson, CEO of Capstone HospiceIn 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. After all, as Hugh shares, he doesn't exactly get repeat business from his customers. Imagine the challenges that exist in running hospice care, and the challenges that may come with retaining top talent. Yet Hugh has employees that are surpassing 5-7 years with him, and he started Capstone 8 years ago. You are not going to want...
2024-02-2247 minMake Your Brand Legendary with Swoz ConsultingEp 9: Unlocking the Intrinsic Drive of Your People Through GamificationIf 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 people. In this episode, Scott and Caitlin explore the four different drives that create four different game types--and how you can tap into each in your business.In particular, they discuss:How video games provide an incredible framework for understanding your team
2024-02-0841 minMake Your Brand Legendary with Swoz ConsultingEp 8: Overview - Memorable MomentsThe 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 from you. This gear is what turns loving fans into raving fans. And it might be easier than you think.This episode welcomes Caitlin Johnson, a Swoz Consultant, as Scott's co-host for the podcast!Scott and Caitlin discuss how the legendary brands actually did it (and how...
2024-01-2529 minMake Your Brand Legendary with Swoz ConsultingEp 7: An Honest Examination - Is it Realistic 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 have a different motivationJump in and hear what Scott learned from 20 years of behind-the-scenes collaboration with some of the best in the world. It may not be what you think.Remember: YOUR brand can be legendary too! ----------Sign up for our newsletter, and f...
2024-01-1123 minMake Your Brand Legendary with Swoz ConsultingEp 6: Overview - Personalized ServiceYour customers and clients don't want to feel like just another cog in the machine. But how can your brand implement strategies to genuinely make your customers feel seen and valued?Join Jack and Scott as they explore the transformative power of Personalized Service, and how it can elevate your customer's experience to the next level.In particular, Scott and Jack discuss:What Personalized Service does not look like (hint: you don't have to be their best friend)Tangible examples of brands that excel at Personal Service, and how...
2023-12-2116 minMake Your Brand Legendary with Swoz ConsultingEp 5: Overview - Operational ExcellenceEven if your brand is a household name, it can quickly fall apart if it stumbles in one crucial area: Operational Excellence. This goes beyond catchy jingles and recognizable logos. The key lies in delivering a consistent customer experience built on trust.
Join Jack and Scott as they explore tangible examples of what Operational Excellence looks like, and the reasons why even the world's biggest brands can seem mediocre without this vital element.
In particular, Scott and Jack discuss:
The #1 way to destroy your brand that many overlook
W...
2023-12-0721 min
Embracing Brokenness103. Scott Wozniak | Make Your Brand Legendary | Live Like JesusGod's given each of us gifting and a purpose. Scott Wozniak joins Steve on the podcast to share his heart for people, business, and ministry straight from his latest book, Make Your Brand Legendary. Jesus certainly made his brand legendary as the Savior of the world. He also empowered us to live like He did. We simply need to invite Him into our journey. How? Listen in as Scott shares his story.
Get his latest book here: https://www.amazon.com/Make-Your-Brand-Legendary-Experience/dp/B0CBHH58SY/ref=tmm_hrd_swatch_0?_encoding=UTF8&qid=1701372010&sr=8-1
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2023-12-0447 minMake Your Brand Legendary with Swoz ConsultingEp 4: Overview - Customer InsightLegendary brands know their customers. And this isn't just merely about data -- it's about something much more than mere numbers.
Join Scott and Jack as they discuss the key concepts in understanding Customer Insight.
In particular, Scott and Jack discuss:
Why average brands run on customer data, whereas legendary businesses run on customer insight (and the difference between the two)
Why defining your brand around your personal perspective and insight halts your progress in creating raving fans
How to easily apply a very...
2023-11-2319 minMake Your Brand Legendary with Swoz ConsultingEp 3: Overview of the Customer Experience EngineDelivering a powerful customer experience often works like an engine. Just like a car engine, each component is integral in making sure your brand is firing on all cylinders.
Join Scott and Jack as they discuss the Customer Experience Engine that Swoz Consulting has used to transform countless brands.
In particular, Scott and Jack discuss:
The one missing piece that even world-class advertising and marketing can't make up for
What is the true currency of business (it's not just money)
The difference between customers that love your brand...
2023-11-0919 minMake Your Brand Legendary with Swoz ConsultingEp 2: How Do You Know If You Have Raving Fans?The best brands don't just have mere customers -- they have raving fans. However, how can you know for sure that your customers are as invested into your brand as you are?
Join Scott and Jack as they discuss the THREE SIGNS that will help you determine how fanatic your customers are about your brand.
Additionally, Scott and Jack discuss:
Why raving fans are the best marketers
The reason why rah-rah speeches about "caring more" or "trying harder" fall short
The one deciding factor that determines if customers...
2023-10-2625 minMake Your Brand Legendary with Swoz ConsultingEp 1: Who Is This Podcast For?Your brand has the potential to become legendary. Greatness isn’t just reserved for the Apples and Disneys of the world – it’s for your brand too! With over 15 years of taking brands from ordinary to extraordinary, Scott Wozniak and Jack Fussell of Swoz Consulting are here to give you the strategies you need to unlock your brand's legendary potential.
In this introductory episode, join Scott and Jack as they discuss:
What inspired the creation of this podcast
A remarkable brand from an unexpected industry that's miles ahead of the competition
Why seemingly unlikely bra...
2023-10-1114 min
Small Business MattersGreatness Really Is Possible with Scott WozniakScott Wozniak, CEO of Swoz Consulting, has consulted with leaders on six continents, including Silicon Valley startups, family enterprises, and Fortune 500 companies. A member of Mensa, Scott reads over 200 books each year and has written three books, with a fourth coming at the end of 2023. He earned a master’s degree in business with an emphasis in Organizational Leadership. Scott has worked with some of the leading brands of our time including multiple Silicon Valley “unicorns” and Nucor Steel.
During an eight-year tenure with Chick-fil-A, Scott worked directly with the founding family and executive team to design leadership development programs, set st...
2023-09-2839 min
Millionaire Real Estate PodcastMake Your Brand Legendary, How to hire the best team, and more - with Scott Wozniak | Ep. 60Welcome back to the Millionaire Real Estate Podcast! Today, we sat down with special guest Scott Wozniak to discuss Make Your Brand Legendary, How to hire the best team, and more
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Scott Wozniak, CEO of Swoz Consulting, has consulted with leaders on six continents, including Silicon Valley startups, family enterprises and Fortune 500 companies. Scott is a member Mensa (international genius society), reads over 200 books each year and has written three books, with a fourth coming out at the end of 2023.
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This episode is sponsored by CanZell Realty. CanZell is one o...
2023-08-2930 min
Linch With A LeaderEpisode 175: “Better is Possible” with Scott Wozniak What would look like to reach your full potential – in your relationships, as a parent, in your career, in athletics? Mike sits down with leadership consultant and speaker Scott Wozniak to pull apart what separates good leaders and organizations from great ones, and how anyone can optimize their ability to learn and improve in any arena in life.Scott has spent years upgrading his understanding of organizations and their leaders, including being mentored by best-selling authors and billionaires, traveling the globe, acquiring multiple leadership coaching certifications, and earning a Master’s Degree in Organizational Lead...
2023-05-2255 min
Joyous Profits Live Coaching Podcast155. Evolving as a Leader Inside of a Growing Business with Scott WozniakScott Wozniak is the CEO of Swoz Consulting, a firm that helps leaders build legendary lives and legendary brands. He lives with his wife and four children in Atlanta, GA and in addition to speaking and consulting on multiple continents each year, he keeps pushing his boundaries, lately by doing extreme sports, writing music and founding a video game company.
Main Business Issues:
Finding his new zone of genius inside a maturing business
Scott’s Key Insights And Takeaways:
Going from a successful career to creating a thriving company Scott was someone who excelled at...
2023-03-0844 min
The Vibes Broadcast NetworkSpeaking With The "Merlin" To The "King Arthurs" Of The Business WorldSend us a textSpeaking With The "Merlin" To The "King Arthurs" Of The Business World#businesscoach #growthmindset #leadership #leadership #strategy Scott Wozniak is the CEO of Swoz Consulting, a firm that helps leaders build legendary lives and legendary brands. He lives with his wife and four children in Atlanta, GA and in addition to speaking and consulting on multiple continents each year, he keeps pushing his boundaries, lately by doing extreme sports, writing music and founding a video game company.Check out my new Podcast – Upgrade Engines with Scott Wozniak https://ki...
2023-01-041h 04Millionaire Real Estate Podcast5 Ways To Change Your Mindset To Radically Upgrade Your Personal Engine, 5 Systems To Improve Client Experience, and more - with Scott Wozniak | Ep. 13Welcome back to the Millionaire Real Estate Podcast! Today, we sat down with Scott Wozniak to discuss business strategy, operational excellence, mindset, and more!
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Scott Wozniak has spent years upgrading his understanding of organizations and their leaders including being mentored by best-selling authors and billionaires, traveling the globe, acquiring multiple leadership coaching certifications, and earning a Master’s Degree in Organizational Leadership.
In 2002, he began coaching and consulting with leaders, helping them take their organizations to the next level. He has consulted with leaders on six contin...
2022-08-3033 min