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 13 - Designing Service Brands Where Everyone Wins | Tate Fisher
In this episode, we talk with Tate Fisher about what it really takes to design service experiences that serve customers, support employees, and work for the business. Tate draws on years of work with multi location and franchise brands to explain why service is always co created and why balance across those three stakeholders matters more than any single tactic.
The conversation hits on how to build predictable systems without stripping out humanity, what frontline teams actually need in order to create meaningful moments, and why real behavior should shape both spaces and processes. Tate also shares what he’s learned from navigating franchisor–franchisee dynamics and the north star that helps both sides stay aligned.
What We Cover:
- The customer–employee–owner framework
- How co creation shows up inside physical service environments
- Designing systems that free people to deliver better experiences
- Lessons from telecom, franchise networks, and student housing
- Where alignment breaks down in multi site brands and how to fix it
Resources Mentioned:
Learn More
Tate Fisher and Katalyst Group
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