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.
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