The Intangible Brand
Welcome to The Intangible Brand, where we explore the connection between employee experience and client experience, and the hidden forces that make brands stick. Each episode offers practical insights and inspiration for building a brand people are proud to work for — and eager to work with.
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The Intangible Brand
Ep 10 - Turning Feedback into Loyalty | Eddie Staley & Kristen Herndon
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
Get In Touch: hello@theintangiblebrand.com
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