CX Passport

The One With The Culture Shock Absorber - Eric Stone E219


Listen Later

What's on your mind? Let CX Passport know...

How do you actually build a culture that sticks — one that survives chaos, grows talent, and actually gets results?

Eric Stone has spent nearly 30 years leading through culture. From building the “think tank” inside Enterprise Rent-A-Car to crafting his own hourglass framework, Eric takes us through real-world stories that show culture is more than posters and values. It’s behaviors in action.

CHAPTERS
0:00 Welcome Eric Stone
1:15 The family road trip that inspired a book
2:46 Culture isn’t a poster — it’s action
3:38 Building a real culture with the “think tank”
5:54 Trust starts at interview, not orientation
8:38 Johnny the Bagger and culture ripple effects
12:54 Seeing the real frontline experience
14:05 The Hourglass approach
16:12 First Class Lounge
18:54 Culture turnaround — what it really takes
24:28 Why execution depends on culture

Guest links:
📘 Book: ericdstone.com
💼 LinkedIn: Eric Stone
🎤 Speaking: clearpathventures.com

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport
✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup
✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport.

...more
View all episodesView all episodes
Download on the App Store

CX PassportBy Rick Denton

  • 5
  • 5
  • 5
  • 5
  • 5

5

17 ratings


More shows like CX Passport

View all
HBR IdeaCast by Harvard Business Review

HBR IdeaCast

199 Listeners

The School of Greatness by Lewis Howes

The School of Greatness

21,103 Listeners

Acquired by Ben Gilbert and David Rosenthal

Acquired

4,200 Listeners

Pivot by New York Magazine

Pivot

9,265 Listeners

The Daily by The New York Times

The Daily

110,824 Listeners

Up First from NPR by NPR

Up First from NPR

55,990 Listeners

The Diary Of A CEO with Steven Bartlett by DOAC

The Diary Of A CEO with Steven Bartlett

7,003 Listeners

Feel Better, Live More with Dr Rangan Chatterjee by Dr Rangan Chatterjee: GP & Author

Feel Better, Live More with Dr Rangan Chatterjee

3,912 Listeners

Modern Wisdom by Chris Williamson

Modern Wisdom

3,763 Listeners

You're Dead to Me by BBC Radio 4

You're Dead to Me

2,983 Listeners

Think Fast Talk Smart: Communication Techniques by Matt Abrahams, Think Fast Talk Smart

Think Fast Talk Smart: Communication Techniques

785 Listeners

The Prof G Pod with Scott Galloway by Vox Media Podcast Network

The Prof G Pod with Scott Galloway

5,361 Listeners

The High Performance Podcast by High Performance

The High Performance Podcast

596 Listeners

Doing Customer Experience Right‬ with Stacy Sherman by Doing CX Right®‬

Doing Customer Experience Right‬ with Stacy Sherman

53 Listeners

The AI Daily Brief (Formerly The AI Breakdown): Artificial Intelligence News and Analysis by Nathaniel Whittemore

The AI Daily Brief (Formerly The AI Breakdown): Artificial Intelligence News and Analysis

496 Listeners