That’s exactly what happened when Eric Brooker invited me onto his podcast.
What started as a connection at the Purpose Summit turned into a powerful conversation about gratitude, culture, AI, leadership, and what really drives business success. I’m grateful to Eric for creating space for meaningful dialogue — he has a gift for drawing out the deeper layers of leadership.
Here are a few key takeaways from our conversation.
Gratitude Sets the Tone
Eric starts every episode the same way: What are you most grateful for?
For me, it was easy. After a hard year of transitions for my three daughters, we’re ending in a beautiful place. One was accepted into PT school. One is returning from her second year with Youth With A Mission. And my middle daughter is getting engaged.
That’s the stuff that matters.
Even the most successful leaders rarely say they’re most grateful for money. They talk about family, health, and relationships. That perspective shapes the culture we create in our businesses.
Why I Shifted from Customer Experience to Culture
Years ago, my partners and I started a company to help businesses design better customer experiences. We installed systems, trained teams, and delivered great frameworks.
But it didn’t stick.
Why? Because customer experience is downstream from culture.
If leaders aren’t crystal clear about who they are, what they believe, and why they do what they do, no system will sustain results. Influenced in part by thinkers like Patrick Lencioni, I realized we had to move upstream.
Culture first. Customer experience second.
Growth Doesn’t Kill Culture — Lack of Clarity Does
Early-stage companies don’t struggle with culture because everyone is close to the founder. But as businesses grow, proximity disappears.
Without intentionality and clarity, culture slowly erodes.
I shared an example of The Walt Disney Company. Disney doesn’t need a memo telling employees to smile. Their identity is clear: they create the happiest place on earth. Smiling isn’t a task — it’s who they are.
Identity always drives behavior.
Chick-fil-A Proves Experience Beats Speed
We also talked about Chick-fil-A.
They rank last in drive-thru speed among major chains — but first in customer satisfaction about speed. How? Because they make human connection a priority.
They’re also number one in sales per store, even though they’re closed on Sundays.
Efficiency matters. But experience wins.
AI Is a Tool — Not a Substitute for Humanity
AI can save time and increase efficiency. I use it. It’s powerful.
But it cannot build trust.
We’ve already spent decades removing human interaction from commerce. AI could accelerate that trend — or it could free us to spend more time connecting with people.
The leaders who win will use AI to enhance humanity, not replace it.
Why Employees Really Quit
One statistic we discussed from Gallup is staggering: more than half of workers say they don’t know what’s expected of them at work.
People don’t quit companies.
They quit confusion.
Clarity fuels engagement. When people understand what success looks like and how they contribute, they lean in.
The Question I Wish More Leaders Would Ask
At the end of my own podcast interviews, I ask: Where are you going? What does the future look like?
I encourage leaders to paint a vivid vision of their organization three years from now. Clarity about the future shapes decisions today.
For me, that future includes less time behind screens and more time face-to-face — with clients, with my team, and with my growing family.
I’m grateful to Eric for the thoughtful conversation and for the way he champions intentional leadership. If you haven’t listened to his podcast yet, it’s worth your time.