『The CEO's Heart for Service | Scaling Business Without Compromise』のカバーアート

The CEO's Heart for Service | Scaling Business Without Compromise

The CEO's Heart for Service | Scaling Business Without Compromise

著者： Matt Wolfe
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There's a tension every B2B service leader navigates: How do you scale without compromising your client experience and the core values behind it? When your clients depend on you for high-stakes services like finance, technology, or strategy, that question carries real weight. The CEO's Heart for Service is where accomplished B2B CEOs and consultants share hard-won insights on walking that tightrope. Join hosts from Brand3 B2B Growth Marketing for conversations that deliver peer insights, field-tested strategies, and a holistic view of scaling premium services with integrity.2026 Brand3 マネジメント・リーダーシップ リーダーシップ 経済学
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  • Preserving the Human Connection in Tech with Grant Eckstrom of Succurri

    Preserving the Human Connection in Tech with Grant Eckstrom of Succurri
    2026/06/22
    When everything is moving towards automation and AI in tech, is the human connection even considered?Grant Ekstrom, Managing Partner at Succurri Managed IT and Cybersecurity Services, has built a business around that exact question. An engineer by DNA and instinct, Grant co-founded Succurri with his brother — born from a conversation over a couple bottles of wine in Hawaii — and has since navigated the very real tensions of scaling a service business without losing the human core that makes it work. From referrals drying up post-COVID to learning a costly lesson about marketing the hard way, Grant gets refreshingly honest about where they've stumbled, what they've figured out, and why he still believes that face-to-face conversations over a drink will always outperform a Zoom call when it comes to building real trust.HighlightsGrant always wanted to be an electrical engineer — and unlike most, he actually ended up doing it. He traces that back to his grandfather, a structural engineer who taught at UCLA, and a childhood full of RadioShack kits and soldering burns on his desk.Succurri was born out of a family conversation: Grant and his brother each had their own MSPs and their dad asked why they were solving the same problems separately. The answer became a company.Grant and his brother are described as "yin and yang to the utmost extreme" — and that complementary partnership has been central to how Succurri has scaled.On service: "It's about having honest conversations — getting to the truth whether they like it or not. It's almost like parenting."Grant coined the term "impact zones" for those inflection points in growth where the team hits a wall and has to retool. He admits they still hit them — but get better at spotting them faster.After COVID, referrals dried up — not because service had declined, but because the human interaction that fueled them had stopped. That wake-up call launched a serious sales and marketing overhaul.The biggest marketing shift for Succurri: moving from talking about IT to talking about outcomes and business impact. When they stopped speaking engineer and started speaking to ownership-level concerns, things started to stick.Grant pushed back on niche-only thinking: Succurri serves roughly nine industries and intentionally cross-pollinates solutions across them.He's a proponent of bringing in outside help — both peer groups like Vistage and third-party marketing expertise — and he says the painful way he learned this should serve as a shortcut for others.Matt introduced the StoryBrand Framework as the strategic lens Succurri has been applying: make the client the hero, not the company.Grant is a believer in white-glove service to a fault — and says their low client churn is proof that honesty, even when uncomfortable, builds lasting trust.Chapters0:00 — Introduction2:21 — Meet Grant Ekstrom3:28 — Growing Up Engineer4:32 — RadioShack Tinkering Days6:23 — Succurri Origin Story8:43 — Why MSPs Join Forces10:26 — Family Partnership and Delegation11:28 — Defining Service and Honesty13:17 — Scaling Through Impact Zones18:09 — Finding CEO Community Support20:32 — Brand Story and Marketing Shift24:54 — Niche Versus Broad27:40 — Sell Outcomes Not Tech28:35 — Human Trust Building30:03 — Referrals Dried Up33:05 — Finding Marketing Voice34:58 — StoryBrand Perspective38:00 — White Glove Service40:09 — Hard Truth Conversations43:03 — Behind The Brand43:35 — Rapid Fire Answers48:22 — Wrap Up & LinksResources MentionedSuccurri Managed IT and Cybersecurity ServicesEOS (Entrepreneurial Operating System) — Referenced as a methodology Succurri has drawn from, though they have not formally implemented itVistage — CEO peer group Grant has joined for outside perspective and community supportThe CEO’s Heart for Service is a production of Brand3. If you’re a B2B service provider who delivers exceptional service but struggles to get your marketing to connect with the right people, find us at brand3.net. And sign up for our Brand3 Newsletter that only sends marketing insights worthy of your inbox - genuinely helpful stuff for the road ahead. The CEO’s Heart for Service is also supported by Forge Podcast Company, a turnkey production solution for using podcasts to reach a wider audience, win new clients, and grow. Find them at forgepodcast.co
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    50 分
  • Letting Our Customers Lead the Way with Adam Pattisall

    Letting Our Customers Lead the Way with Adam Pattisall
    2026/06/16

    What does it look like when customers are the ones driving your growth — not the other way around? That's exactly the story Adam Pattisall, CEO of IncrediTech and iTechFed, brings to this episode of CEO's Heart for Service.


    Adam built IncrediTech from literally one person working out of the bed of a pickup truck to a company of 80+ people — without investors, a board, or outside backing. His secret? Stay nimble, only take on what you can afford to lose, and let the customer set the direction. From keeping a Coast Guard station online during Hurricane Sandy to having clients ask him to grow so they wouldn't lose him, Adam's story is a masterclass in customer-first, integrity-driven growth in the telecommunications and IT infrastructure space.


    HIGHLIGHTS


    • Adam started IncrediTech working alone out of the bed of his pickup truck, with a spool of cable and a clear vision: build something you own, without owing anyone
    • The company originally planned to cap at 11 employees — customers are the reason it grew to 80+
    • IncrediTech has been 100% bootstrapped since day one — no investors, no board, no bank reporting
    • For 15–16 years, nearly 99% of revenue came from a single customer, and that customer kept asking them to grow and diversify
    • The Hurricane Sandy story: an IncrediTech team member, Rick Zimmerman, went by boat to a flooded island to keep a Coast Guard station's communications alive — and won a major Verizon award for it
    • Exceptional service means anticipating client needs before the crisis hits, not just reacting to it
    • Hiring isn't about technical knowledge — it's about finding people who have a passion for solving problems
    • Adam's business philosophy: "I don't get involved in anything I can't afford to lose"
    • Staying ahead of technology by 18–24 months is what keeps IncrediTech in demand — they go wherever the "bleeding edge" work is
    • The future of the company? Wherever the customers want it to go


    CHAPTERS


    1:03 – Growing Up Dreams

    2:31 – Early Hustle Mindset

    3:35 – Sarah's First Job

    4:05 – What IncrediTech Does

    5:35 – Why Start IncrediTech

    6:11 – Heart for Service

    7:29 – Hurricane Sandy Story

    8:20 – Scaling with Values

    9:10 – Bootstrapped Growth Rules

    11:40 – Customers Drove Expansion

    13:50 – Passing Culture to Team

    14:30 – Hiring Problem Solvers

    16:20 – Customer First Choice

    18:00 – Truth Telling Sales

    19:15 – Brand Story Strategy

    21:30 – Experience Over Marketing

    24:10 – Staying Ahead of Tech

    25:45 – Owning the Narrative

    29:00 – Handling Spilled Milk

    31:00 – Tech Change Surprise

    33:15 – Future Led by Clients

    36:00 – Vision Through Action

    39:00 – Behind the Brand

    40:00 – Rapid Fire Questions

    46:50 – Success and Gratitude

    49:15 – Where to Find Them


    RESOURCES MENTIONED


    • IncrediTek — Adam Pattisall's IT infrastructure company


    The CEO’s Heart for Service is a production of Brand3. If you’re a B2B service provider who delivers exceptional service but struggles to get your marketing to connect with the right people, find us at brand3.net. And sign up for our Brand3 Newsletter that only sends marketing insights worthy of your inbox - genuinely helpful stuff for the road ahead.


    The CEO’s Heart for Service     is also supported by Forge Podcast Company, a turnkey production solution for using podcasts to reach a wider audience, win new clients, and grow. Find them at forgepodcast.co
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    51 分
  • The Power of Authentic Resonance in Business Growth with Macy Robison

    The Power of Authentic Resonance in Business Growth with Macy Robison
    2026/06/09
    What if the reason your thought leadership isn't landing has nothing to do with your ideas — and everything to do with the way you're wired to share them?Macy Robison, founder of the Resonant Thought Leader Conservatory, has spent years behind the scenes launching New York Times bestsellers, building massive platforms for other thought leaders, and serving as senior director of StoryBrand's certification program. But somewhere along the way, she kept hitting the same wall — brilliant experts stuck not because they lacked ideas, but because they were forcing themselves through someone else's playbook.What she built to solve that problem is unlike anything else out there. Rooted in the science of sound and resonance, her proprietary Resonance Compass framework starts with a free diagnostic — the Resonant Thought Leader Archetype Assessment — to pinpoint exactly how you are wired to communicate, lead, and build. From there, it becomes about amplification, not volume. About sending a clearer signal, not shouting louder. The difference, as she explains it, is the same difference between pushing a random piano key and the one that makes a snare drum vibrate across the room.We talk about the journey of creating a brand new framework from scratch, the challenge of scaling something deeply personal, and how she stays grounded in her own voice even when comparison tries to throw her off. If you're a B2B founder who knows you have something valuable to say but can't figure out how to say it in a way that sounds like you, this conversation is for you.HighlightsMacy shares the personal frustration that sparked the creation of the Resonance Compass — and why copying other people's strategies kept failing herThe piano-and-snare-drum illustration that explains why resonance is measurable, not subjectiveWhy the answer isn't getting louder — it's sending a cleaner signal to the right peopleHow the Resonant Thought Leader Archetype Assessment works, the 10 archetypes explained, and what Matt discovered about himself when he took itThe difference between being expression-led, experience-led, insight-led, and embodiment-led as a thought leaderThe voice lesson moment that revealed a three-step framework hiding inside her own client workWhy she started by personally sending Loom videos to every single assessment taker — and what that taught her before she could scaleThe Taylor Swift and Chappell Roan examples that show how staying unapologetically yourself is the actual amplification strategyThe hardest part of growing: comparison, and how a theater audition story reframes it completelyMacy's definition of success — and the school benefit concert that still runs without herChapters0:00 — Special Episode Intro1:19 — Why Authenticity Matters3:16 — Meet Macy Robison3:25 — StoryBrand and Theater Roots5:36 — Macy Bio and Big Promise7:50 — The Aha Behind Resonance12:37 — Why This Was Missing16:19 — How the Assessment Works20:24 — Finding Your Voice in Practice24:30 — The 10 Archetypes Explained29:03 — Scaling a New Service32:05 — Amplify Without Getting Loud33:25 — Sound Design for Your Message35:25 — Artists Who Scale Authentically35:19 — Trust and Humanity in B2B36:31 — Unearthing Your Hidden IP38:14 — From Patterns to a Framework39:58 — Simple Reps Before Scaling41:24 — Staying Grounded Amid Comparison44:13 — Behind the Brand Rapid Fire48:57 — Defining Success and Lasting Impact51:29 — Closing Thanks and Where to Find HerResources MentionedResonant Thought Leader ConservatoryOwn Your Impact Podcast on Apple or SpotifyResonant Thought Leader Archetype Assessment The CEO’s Heart for Service is a production of Brand3. If you’re a B2B service provider who delivers exceptional service but struggles to get your marketing to connect with the right people, find us at brand3.net. And sign up for our Brand3 Newsletter that only sends marketing insights worthy of your inbox - genuinely helpful stuff for the road ahead. The CEO’s Heart for Service is also supported by Forge Podcast Company, a turnkey production solution for using podcasts to reach a wider audience, win new clients, and grow. Find them at forgepodcast.co
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    53 分
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