The One With The Culture Shock Absorber - Eric Stone E219

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.