Scott Wozniak

I help leaders build legendary brands via the Customer Experience Engine. My mom was a theater director and I got my first speaking role at age 4.

Author of the Amazon Besteller, How to Make Your Brand Legendary, Scott Wozniak has worked with some of the best companies in the world and is CEO of Swoz Consulting (www.swozconsulting.com). HOW I DO IT
I lead a consulting company, speak at conferences, write books and coach CEO's. You can check out my book Make Your Brand Legendary at: https://amzn.to/47ws4lB

WHY I DO IT
I grew up on stage. Gro

wing up, I performed before live crowds of thousands in middle school and tens of thousands in high school, plus I even got a supporting role on an NBC Christmas special. However, after lead roles in 50+ shows, a college degree in Musical Theater Performance and doing some cool professional gigs, I realized I didn't want to spend the rest of my career on the stage. So I explored other ways to influence lives, becoming a leader for various ministry organizations such as Focus on the Family and pastoring churches. Along the way, I came to realize that everything rises and falls on leadership, and that the best way I could make a difference was by helping leaders to build great organizations. So in 2002, I went back to school, earning multiple leadership coach certifications and a Master’s Degree in Organizational Leadership. Since, then I have spoken for and consulted with leaders on six continents, and have worked with multi-billion dollar companies, city governments, churches, tech start-ups, and Ivy League universities. One of the most transformational experiences was the eight year stint I spent as a leader at the Chick-fil-A headquarters. My title was "Organizational Effectiveness Consultant" and I worked on projects across the company, from rolling out lean manufacturing to storytelling in marketing to custom leadership development programs with Harvard and Duke. Though I'm not an employee there anymore, I continue to consult with their leaders and speak at their events today. I am also an active member of Mensa (international high IQ society), I read about 200 books per year, I have founded three other organizations (one for-profit and two non-profit), brokers international business deals, and I even designed a military strategy board game. I live in the Atlanta area with my brilliant wife and four feisty children. In my spare time I volunteer at my church and occasionally gets to risk my life doing extreme sports (heli-skiing, kiteboarding, mountain biking, etc.).

06/18/2026

Give your customers a choice.

It doesn't have to be big and complicated. It could be as simple as a knife.

I took my wife out for our anniversary dinner to a new steakhouse in town and they added a touch I've never seen.

And that's saying something! I study how to create a great customer experience, so I've literally flown to some of the best steakhouses in the US just to learn how they operate.

Halls in Charleston displays all the cuts of meat in a cool wooden tray and asks you to pick one. Taste of Texas lets you pick out your cut from the butcher's rack--and choose the butter you want to add. I could go on with examples--but all of them were focused on the food.

That makes sense, given that it's a steakhouse.

But this local joint brought out a box of steak knives, all with a different shape and style, and asked us to choose the knife we wanted to use.

It didn't change any of their big procedures. But it made us feel seen and valued.

Little ways to express their personality can make a big impact.

What small choices can you give your customers?

06/16/2026

Skills are never wasted. They can boomerang back around.

I grew up as a child actor, then I went a whole other direction with my life, working for major companies and building operational systems. It's been years since I performed on stage or screen, but I have gotten back on stage to sahre the lessons I learned building great companies.

And it turns out that my stage skills are coming in handy! :) In fact, I was awarded a top speaker certification in the Vistage network (an international CEO Community).

I do enjoy knowing that they're having a good time. But what I love most is that the criteria for getting this award includes getting high ratings for practical and useful content.

My entertainment skills are enabling me to be have more business impact.

Where have you seen old skills come back in your life?

What unique combinations are you playing? (Or what could you be playing with??)

06/11/2026

Everyone wants a great customer experience. Well, your customer experience is built on the foundation of your employee experience.

First, create raving fans out of your employees. Then, they will be able to create raving fans out of your customers.

And after 20+ years building some of the great companies of our time, I learned what makes for a great employee experience:

-Employee Insight
-Fair Deal
-Authentic Community
-Bigger Purpose
-Holistic Hiring

I recorded a video explaining more about each of those elements: https://youtu.be/SPVPszn9CJU

06/09/2026

The most powerful change tool leaders have is also free (and fast!).

A simple method:

1. Can I give you some feedback? (prep them)
2. When you do THIS, here's the impact ___________.
3. Either "Thank you" or "What could you do differently next time?" (for failures)

Giving feedback is free and fast, but most people use it like it's a rare and special resource we have to manage tightly.

Oh, and make sure to provide clear feedback for their good behavior, not just the bad.

06/04/2026

Even though people don't know what's happening behind the scenes, they can tell that something is different.

People don't see the diligent, precise effort that Chick-fil-A puts into making a good food (there are 13 items measured on each sandwich alone). They don't get to experience cleanliness on the production line at Toyota (it's so clean you could eat off the floor).

It's like how 90% of an iceberg is under the water line. You only see the 10% at the top.

90% of your excellence work might also be under the water line. And it's all that work that allows you to stand head and shoulders above the rest of the crowd.

Excellence is what you do when no one is looking.

06/02/2026

I've had a lot of new followers lately and have been asked what we do.

Bottom line: we help leaders create a customer experience that creates raving fans.

After years building companies that are the top of their industry, I learned the pattern. They all have 6 ongoing habits--6 areas of competency:

-Customer Insight
-Operational Excellence
-Personalized Service
-Memorable Moments
-Healthy Leadership Team
-Strategic Tech Integration (including AI)

It's not magic. It's not luck. It's an engine. And you can build it, too.

05/28/2026

Last year I set a new personal record for reading. Partly, that’s because I traveled even more than usual--which created a lot of audiobook time. Partly that’s because the more I read the better my life gets, and I’m always pushing my reading speed higher (including training my brain for audio playback faster than 1x).

And roughly half of those books were novels. Not only are they really fun, I learn different things from novels than I can from non-fiction, including growing my emotional intelligence and creative thinking.

In case that’s interesting to you, here are is one of the best novels I read in 2025.

The Faded Land (Keiran: The Eternal Mage #1) by D.E. Sherman
https://amzn.to/4aOzrJd

This world was interesting, the magic system is really creative, and there's a big mystery to drive the story--but also some immediate mysteries and problems to solve, so it’s full of action and plot. The characters are really nuanced and interesting, even surprising at times with their depth.

05/27/2026

One of the biggest lessons that has come out of our AI consulting division at my company is that no matter how fancy the tech, the people issues still have to be addressed.

For the record, I love new tools and I'm generally pro-AI. Like any tool, it needs to be handled wisely, but I love the new possibilities it creates. And on the other side of this chaotic transition is a lot of good things (just like happened with all the other tech revolutions in history, from electricity to automobiles to the internet).

But also just like all the other revolutions, the key to acting wisely is not found in the tech--it comes from understanding people.

The tech serves the people, not the other way around.

And what's happening now is a commoditizing of tech (it's easier and easier to anyone to build the tools). That means the human touch is going to be the key differentiator.

05/21/2026

This past year, I took my kids to the Universal Studios theme park, Epic Universes and I was reminded of a powerful customer experience technique.

(For what it's worth, this was the first time I'd been in a non-Disney theme park and had the same magical immersion experience. Huge fan of this park!)

As this picture shows, everywhere we went, they tried to "break the 4th wall." This term comes from theater. Actors are taught to imagine an invisible wall between them and the audience--to pretend that there isn't anyone watching and never acknowledge them.

But Epic Universes repeatedly invited us into the creation of the experience, took us behind scenes and made us feel like we were a part of the show, not a spectator.

You can do this, too.

No, you probably shouldn't blow bubbles on your audience. But you can do a "backstage tour" of your kitchen, like Chick-fil-A does in many of their restaurants. And it's not just them.

Harley Davidson gives tours at the factory in Menomonee Falls, Minnesota.
Toyota offers free public tours of its manufacturing plant in Georgetown, Kentucky.
Ben & Jerry's provides a guided tour of their ice cream manufacturing facility in Waterbury, Vermont.
Jelly Belly also offers an elevated, self-guided factory tour viewing their production lines in Fairfield, California.
The Louisville Slugger in Kentucky allows you to walk the factory floor and watch wooden bats being crafted.
American Girl has a customer experience that's so powerful I was afraid to take my daughters to it because we couldn't afford what they'd want to buy--and I didn't trust myself to say no!

If you have customers who love you, then find a way to show them your process. They will love you even more when you break the 4th wall.

05/19/2026

Some of the most remarkable opportunities are in "overlooked" industries, like Geary Pacific Supply.

This pictures is from my visit to their national leadership gathering. They aren't just doing a good job; their approach to their culture and operational excellence is better than many of the famous companies I've worked with!

The media likes to talk about AI, robots and the retail stores we all shop in. But I think what makes our country so successful in business are all the "infrastructure companies"--the people who supply all the things we build our lives on. Only when I visit a place without these underlying services do I realize how much of my life is only possible because I stand on the foundation that these folks built.

But you know what else I've learned in decades of building companies? The best opportunities to stand out and build an enduring brand is in these overlooked industries.

When everyone expects you to be boring, the smallest touches make the biggest difference.

What have you overlooked? Where has everyone else given up and you could show up special?

Address

Fort Lauderdale, FL

Website

http://scottwozniak.com/

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