Watch this episode on YouTube

In this episode of The Intangible Brand, Jerry and guest host Alec Gleason talk with Shayne De La Force, a marketing strategist and author of Strategic Entanglement, a book that borrows principles from quantum physics to rethink how brand and growth operate together.

Shayne shares how global brands can close the gap between marketing and delivery, the cultural insights that inform his work, and why marketers must think like connectors — aligning teams, operations, and leadership around one shared promise.

In this Episode

• What “strategic entanglement” means — and why brand and growth are inseparable (00:05:20)
• The CMO as connector: integrating marketing into business strategy (00:10:45)
• Why understanding culture is essential to effective storytelling (00:18:00)
• Turning employees into brand evangelists and advocates (00:29:20)
• Marketing as a P&L generator, not a cost center (00:37:15)
• How global experience shapes local impact (00:44:10)

Guest

Shayne De La Force is a global marketing and brand leader known for applying systems thinking to growth. Through his work with international manufacturing and technology brands, he helps organizations translate complex innovation into human stories and measurable performance.

Resources

• Strategic Entanglement by Shayne De La Force

Connect With Us

Follow the Hosts: Jerry Genneria & Carl Winstead

Learn More about TOKY & Cline

Get In Touch: hello@theintangiblebrand.com

Watch this episode on YouTube

In this episode of The Intangible Brand, Jerry and guest host Jill Davis sit down with Eddie Staley, Chief Innovation Officer, and Kristen Herndon, Director of Client Experience at WithersRavenel, an employee-owned engineering and consulting firm built around the idea that when employees think and act like owners, clients feel the difference.

Eddie and Kristen share how WithersRavenel connects culture, innovation, and client experience to deliver measurable impact. They unpack how employee ownership drives accountability, how client feedback loops shape continuous improvement, and how empathy turns data into loyalty.

From turning “detractors” into “promoters” to measuring satisfaction through Net Promoter Scores (NPS), this episode explores how intentional listening and internal collaboration create consistency, trust, and growth — one experience at a time.

In this Episode

• How employee ownership translates into client care (00:03:10)
• Building systems that make client feedback actionable (00:07:45)
• Using NPS and sentiment data to strengthen relationships (00:14:20)
• The role of empathy and curiosity in turning feedback into loyalty (00:19:55)
• Connecting internal culture with external client experience (00:25:40)
• Creating scalable, repeatable CX processes in professional services (00:31:15)
• The future of client experience in employee-owned firms (00:37:30)

Guests

Eddie Staley is Chief Innovation Officer at WithersRavenel, where he leads efforts to align data, technology, and culture in service of a stronger client experience.

Kristen Herndon is Director of Client Experience at WithersRavenel, guiding firm-wide initiatives to collect and act on client feedback, strengthen relationships, and translate insights into continuous improvement.

Together, they help connect the dots between ownership mindset, innovation, and client satisfaction.

Resources

The Customer Experience Playbook
The Intangible Brand episode featuring Tim Asimos (Client Savvy)
WithersRavenel — withersravenel.com

Connect With Us

Follow the Hosts: Jerry Genneria & Carl Winstead

Learn More about TOKY & Cline

Get In Touch: hello@theintangiblebrand.com

Watch this episode on YouTube

In this episode of The Intangible Brand, Jerry and Carl sit down with Darrell Grant, Chief Experience Officer at Hightower Wealth Advisors, a firm redefining what client experience looks like in the wealth management space.

Darrell shares how intentional service design — what he calls a “butler mindset” — transforms everyday client interactions into moments of trust and care. He breaks down how small cues, like a prepared meeting room or a thoughtful follow-up, can signal excellence long before results are measured.

From his philosophy of “unbelievable” service to his belief that CX is a team sport, Darrell offers a practical look at how to build systems that make care consistent — not random. It’s a conversation about translating empathy into process and building trust by design.

In this Episode

• The “butler mindset” and how it shapes every client touchpoint (00:02:15)
• Bringing a brand promise of “unbelievable” service to life (00:06:45)
• Why great CX depends on shared systems, not heroic gestures (00:12:30)
• The 30-day follow-up that shows up when support fades (00:18:10)
• How internal culture enables consistent, human client experiences (00:24:00)
• The importance of aligning employee onboarding with client experience (00:30:25)

Guest

Darrell Grant is Chief Experience Officer at Hightower Wealth Advisors, where he leads efforts to design and deliver a client experience rooted in trust, consistency, and care. Drawing inspiration from Unreasonable Hospitality by Will Guidara, Darrell helps his team turn small, thoughtful details into powerful signals of the firm’s brand promise.

Resources

• Unreasonable Hospitality by Will Guidara
• Hightower Wealth Advisors
  
  

Connect With Us

Follow the Hosts: Jerry Genneria & Carl Winstead

Learn More about TOKY & Cline

Get In Touch: hello@theintangiblebrand.com