Success in business is often measured by revenue, growth, and market dominance. But what if the true key to long-term success lies not in numbers, but in human connection?

In this episode of The Bliss Business Podcast, we sat down with Shane Evans, co-founder and CEO of Heights Wellness Retreat (formerly Massage Heights). With over two decades of experience in franchising and wellness, Shane has built a thriving brand centered on purpose, emotional intelligence, and — most importantly — empathy.

But what does it truly mean to lead with empathy? And how can business leaders create cultures that not only drive performance but also cultivate a deep sense of trust, belonging, and shared purpose?

The Role of Empathy in Business Growth

For Shane, empathy isn’t just a leadership trait — it’s a foundational business strategy.

Having grown Heights Wellness Retreat from a single location in San Antonio to over 100 locations across the U.S. and Canada, Shane knows firsthand that sustainable growth requires more than a strong business model. It demands a culture where employees, franchisees, and customers all feel valued, heard, and supported.

One of the most powerful insights she shared is that in franchising, success isn’t dictated solely by the corporate office. Instead, it’s a collaborative ecosystem where franchisees invest not just financially but emotionally in the brand.

“When people buy into your brand — whether they’re employees, franchisees, or customers — they want to leave their mark. And to do that, they need to be heard.”

This mindset led Shane to prioritize deep listening and inclusion, ensuring that franchisees have a voice in decision-making. The result? A franchise network that doesn’t just execute a business model but actively co-creates it.

The Grandma Rule: A Simple Framework for Empathy in Leadership

When asked how she integrates empathy into her leadership, Shane shared a straightforward yet impactful approach: The Grandma Rule.

Inspired by the way she would want her own grandmother to be treated, Shane encourages her team to apply this principle in every interaction — whether with customers, employees, or franchisees.

“You don’t need a manual to tell you how to handle difficult situations. Just ask yourself: if this were my grandmother, how would I treat her? How would I make her feel valued and respected?”

This philosophy has shaped the customer experience at Heights Wellness Retreat, ensuring that every touchpoint — from the initial greeting to post-service follow-up — is designed to make guests feel genuinely cared for.

Rebranding with Purpose: The Evolution to Heights Wellness Retreat

Rebrands are often associated with marketing updates, new logos, and fresh messaging. But for Shane, the recent transition from Massage Heights to Heights Wellness Retreat was about something deeper — realigning the brand with its original purpose.

“We’ve always been about more than massage. Our mission has been to make wellness accessible and holistic. This evolution allows us to serve people in an even more meaningful way.”

By expanding offerings beyond massage and skincare to comprehensive wellness services, Heights Wellness Retreat is meeting the growing demand for integrated mind-body care — a trend that has only accelerated in recent years.

Balancing Empathy with Accountability

One challenge many leaders face is balancing compassion with performance expectations. Shane acknowledges that while empathy is essential, so is accountability.

“Culture without accountability won’t get anything done. You need clear goals, shared expectations, and a framework that allows people to thrive.”

To maintain this balance, Shane integrates values-based hiring, leadership transparency, and structured goal-setting into the company’s operations.

At Heights, they use Entrepreneurial Operating System (EOS) to track performance, ensuring that while the culture remains supportive and people-focused, business objectives stay front and center.

The Future of Leadership: What Role Does Love Play in Business?

At the end of every episode, we ask our guests a simple but profound question: Does love belong in business?

Shane’s response was unequivocal.

“We spend more time at work than anywhere else. The relationships we build with colleagues, franchisees, and customers are what keep people engaged. Love — whether it’s respect, care, or simply showing up for one another — is what makes businesses thrive.”

She emphasized that when employees feel valued and connected, they stay — even when offered higher salaries elsewhere. This underscores a crucial lesson for leaders: people don’t leave companies; they leave cultures that don’t make them feel seen or appreciated.

Final Thoughts: Leadership as a Shared Journey

At its core, great leadership isn’t about having all the answers — it’s about creating an environment where people feel safe, inspired, and empowered to grow.

Whether it’s through deep listening, co-creation, or simply following The Grandma Rule, Shane Evans has built a business that proves empathy isn’t just a soft skill — it’s a competitive advantage.

What are some ways you bring empathy into your leadership? Let’s continue the conversation.

Check out our full conversation with Shane Evans on The Bliss Business Podcast.

Originally Featured on The Bliss Business Podcast Blog

Success in business has long been defined by numbers — revenue, growth, and operational efficiency. But the most impactful leaders understand that behind every number is a person. A team member, a customer, a franchise partner — each driven by emotions, needs, and aspirations.

In this episode of The Bliss Business Podcast, we sat down with Tim Vogel, founder of Scenthound, a pet wellness company that has rapidly expanded through a purpose-driven franchise model. What sets Scenthound apart isn’t just its unique approach to pet care — it’s the emotional intelligence (EQ) embedded in its leadership, culture, and customer experience.

So how does a leader scale empathy? And what role does emotional intelligence play in sustaining business growth?

Leading with Self-Awareness

For Tim, the entrepreneurial journey has been as much about personal evolution as business growth. Over two decades, he’s discovered a core truth:

“The business grows as the leader grows.”

Every stage of business presents new challenges, and the biggest barrier to success is often the leader themselves. Self-awareness — the ability to recognize blind spots, accept feedback, and adapt — is the foundation of emotional intelligence.

At Scenthound, this translates into a company-wide culture of coachability. Tim explains that in every hiring decision, from franchisees to corporate staff, one question takes priority: Is this person coachable?

Because adaptability is key. The best team members aren’t just skilled — they are self-aware enough to evolve with the company’s needs.

Empathy as a Business Strategy

Empathy isn’t just a leadership trait — it’s a business strategy.

At Scenthound, customer relationships don’t start and end with a grooming appointment. Every service is an opportunity to educate dog parents about their pet’s health.

“We help dog parents love and connect with their dogs,” Tim says.

Customers may visit initially for convenience, but they stay because they feel more connected to their pets. And that emotional connection isn’t accidental — it’s built into Scenthound’s entire customer journey.

It starts internally. When franchisees feel supported, they create a great employee experience. When employees feel valued, they deliver exceptional service to customers. That’s why Scenthound prioritizes empathy at every level.

And it’s not just theory — science backs it up. Studies show that companies with emotionally intelligent leadership experience higher employee retention, increased customer loyalty, and stronger financial performance.

The Role of EQ in Scaling a Business

Scaling a company isn’t just about expanding operations — it’s about maintaining a strong culture as the business grows.

Scenthound has opened over 125 locations in just a few years. But rapid expansion brings challenges:

• How do you maintain brand consistency across multiple locations?
• How do you ensure new franchisees share the same values?
• How do you scale the culture that made the business successful in the first place?

Tim’s solution: systems and structure that reinforce the company’s purpose.

Daily huddles, monthly brand updates, franchise advisory councils — these aren’t just operational tools. They are rituals that reinforce the company’s mission.

“Culture is just a compilation of the practices you put in place to reinforce behaviors,” Tim explains.

When every meeting, training, and customer interaction ties back to the company’s core values, emotional intelligence stops being an abstract idea — it becomes a tangible business asset.

Emotional Intelligence as a Competitive Advantage

Business isn’t just about transactions — it’s about relationships.

A company that integrates emotional intelligence into its culture isn’t just more pleasant to work for — it’s more profitable.

• Employees stay longer when they feel valued.
• Customers become brand advocates when they feel understood.
• Leaders make better decisions when they can regulate emotions and read situations effectively.

Tim’s journey proves that businesses don’t thrive despite emotional intelligence — they thrive because of it.

The bottom line? The future of leadership isn’t just about making smarter business decisions. It’s about making more human ones. What role does emotional intelligence play in your business?

Check out the full conversation with Tim Vogel on The Bliss Business Podcast

Originally Featured on The Bliss Business Podcast Blog

Success in retail is often measured in sales, expansion, and market share. But for Chris Rowland, CEO of Pet Supplies Plus and Wag N’ Wash, the real key to long-term growth lies in something deeper — community.

In this episode of The Bliss Business Podcast, Chris shares how he built one of the nation’s largest pet retail chains by fostering a deep sense of connection — between customers, franchise owners, and local communities.

At a time when big-box retailers and e-commerce giants dominate, how can a brand still feel local? How do you scale while maintaining that personal touch? And why does community matter more than ever in business today?

A Personal Journey Toward Purpose-Driven Leadership

Chris’s leadership philosophy was shaped by his early experiences. Watching his father work in a job he hated, Chris made a personal commitment: Whatever I do, I have to love it.

That philosophy guided his career — from leading over 1,500 stores at PetSmart to joining Pet Supplies Plus. But corporate leadership often comes with a trade-off: As businesses grow, they risk losing the personal connections that make them special.

When Chris stepped into his role at Pet Supplies Plus, he faced a choice — follow the traditional, centralized corporate playbook or rethink the way a national retailer operates. He chose the latter.

Scaling Without Losing the Local Touch

Many large retailers operate on a “one-size-fits-all” approach, requiring every store to run the same promotions, use the same marketing, and follow the same processes. Chris saw an opportunity to do things differently.

Rather than controlling every store from the top down, Pet Supplies Plus empowers franchise owners to shape their businesses based on their local communities.

• Franchise owners focus on relationships, not just transactions — engaging with their neighbors, attending local events, and creating a store experience that feels personal.
• Each store is given flexibility to run unique promotions and carry products tailored to their local customers.
• Corporate supports without controlling, providing tools and resources instead of rigid rules.

This model transformed the company into a local business at scale. Customers don’t see Pet Supplies Plus as part of a massive chain; they see it as their neighborhood pet store.

Leadership Without Micromanagement

Chris credits much of the company’s success to a leadership philosophy rooted in trust rather than control.

Instead of dictating how stores should run, he and his team focus on equipping franchisees with the resources they need to succeed.

• Decentralized decision-making — Each franchisee is empowered to make choices that best serve their local customers.
• No “one-size-fits-all” promotions — A store in Texas may run completely different local events than a store in Michigan, allowing for creativity and community engagement.
• A feedback-driven culture — The company holds weekly open forum calls with store managers to discuss challenges, opportunities, and share ideas.

Chris explains: “Instead of asking, ‘What if they get it wrong?’ we asked, ‘What if they come up with something amazing?’”

And the results speak for themselves. Franchisees take ownership of their success, stores feel more connected to their customers, and the brand continues to grow.

The Emotional Connection That Drives Customer Loyalty

Retail today is more competitive than ever. With online giants like Chewy and Amazon delivering pet products at the click of a button, how does a local pet store compete?

For Chris, the answer lies in emotional connection.

• Pets are family — Customers aren’t just shopping for products; they’re caring for their beloved animals.
• In-store experiences matter — Stores prioritize relationships over transactions, offering personalized service, pet events, and expert advice.
• Small gestures create loyalty — Handwritten thank-you notes, pet birthday celebrations, and personal touches keep customers coming back.

As Chris puts it, “If you don’t understand the emotional attachment people have to their pets, you’re missing the real reason they shop with us.”

What Other Businesses Can Learn from This Model

Pet Supplies Plus is proof that community can be a business’s greatest asset. Chris’s approach offers lessons for leaders in any industry:

• Empower your people — Trust your employees and franchisees to make decisions that best serve their customers.
• Create real connections — Customers don’t just want convenience; they want relationships. Make them feel valued.
• Localize at scale — Even in a large company, give teams the flexibility to adapt to their unique communities.
• Culture is your foundation — Success isn’t just about products or pricing. A strong, people-first culture is what builds long-term growth.

Final Thoughts

In an era where many companies are losing the human touch, Pet Supplies Plus proves that business success isn’t just about selling — it’s about belonging.

By prioritizing relationships, empowering franchisees, and embracing local community engagement, Chris Rowland has built more than a pet supply chain — he’s built a movement.

So the question for leaders is: How can you build a community around your business?

Check out the full conversation with Chris Rowland on The Bliss Business Podcast.

Originally Featured on The Bliss Business Podcast Blog

What does it mean to leave a legacy? For many, the word conjures images of financial wealth, institutions named in their honor, or a final contribution to the world after they’re gone. But what if legacy isn’t something we leave — it’s something we live, every single day?

In a recent episode of The Bliss Business Podcast, we sat down with Kyle Gabhart, a leader, strategist, and speaker whose work centers on helping individuals and organizations create lasting impact through empathy, purpose, and mindfulness. His insights challenge the conventional approach to leadership and invite us to rethink how we define success — not by what we accumulate, but by how we contribute.

From Inheritance to Influence: Redefining Legacy

Kyle’s perspective on legacy was shaped by the generations before him. His grandfather, a World War II veteran, used the GI Bill not for college, but to build a farm — passing down not just land, but values of discipline, service, and respect. His father, following in his footsteps, instilled in him the idea that true success isn’t about what you own, but about what you stand for.

For many leaders, legacy is viewed as an endpoint, a culmination of achievements left behind. But Kyle challenges this notion. “If you focus only on what you leave, you risk missing the opportunity to shape and nurture it while you’re still here,” he explains. Instead of simply handing down wisdom and values, leaders must be active participants in guiding and mentoring others — ensuring that their impact is understood and carried forward with intention.

The Shift from Transactional Success to Purpose-Driven Leadership

Kyle’s journey to purpose wasn’t linear. Early in his career, he was caught in the common trap of performance-driven success — chasing numbers, milestones, and external validation. But like many high achievers, he found that checking all the right boxes didn’t equate to fulfillment.

His realization? True leadership is less about authority and more about service.

• Trust over control — When leaders empower their teams instead of micromanaging, innovation and accountability thrive.
• Service over status — Leadership isn’t about climbing a ladder; it’s about lifting others.
• Purpose over profits — Companies that prioritize impact often outperform those focused solely on revenue.

This shift led Kyle to develop leadership models rooted in intentionality. Rather than structuring organizations around rigid hierarchies, he champions cultures where empathy, autonomy, and purpose drive both engagement and success.

The Mindfulness Factor: Why It Matters for Leaders

In today’s fast-paced world, leaders often move from one milestone to the next without pausing for reflection. Kyle warns that this constant “what’s next?” mentality is a dangerous trap. Without mindfulness, leaders risk veering just a few degrees off course — small misalignments that, over time, can lead to massive disconnection.

One of Kyle’s most profound insights came from an aviation tragedy: a 1979 plane crash in Antarctica caused by a navigation system that was off by just two degrees. The lesson? Minor deviations may seem insignificant in the short term, but left unchecked, they can lead to disaster.

To counteract this, Kyle integrates mindfulness into his leadership philosophy through intentional practices, including:

• Quarterly reflection retreats — A dedicated time to pause, reassess, and realign with long-term vision.
• The GO BIG method (Begin In Gratitude) — Starting meetings, client sessions, and family dinners with a moment of gratitude to shift perspective.
• Mandated sabbaticals — Requiring his team to take one month off every four years, fostering personal growth and reducing organizational dependency on individuals.

These intentional pauses create the space for leaders to recalibrate — ensuring that their path remains aligned with their values and purpose.

Scaling Impact Through Connection

One of the biggest challenges purpose-driven leaders face is sustaining meaningful impact while scaling their influence. Kyle’s approach? Deep, intentional relationships over surface-level networking.

Early in his career, he attended countless networking events, hoping that casting a wide net would lead to meaningful opportunities. But over time, he realized that true influence comes not from mass outreach, but from curated, high-trust communities.

He refined his approach to professional relationships by:

• Moving from quantity to quality — building deeper connections with a select group of aligned peers.
• Taking leadership roles within groups to drive engagement and shared vision.
• Creating invite-only networks that foster authentic collaboration rather than transactional exchanges.

By shifting focus from mere expansion to meaningful engagement, Kyle has built lasting communities that sustain momentum far beyond the initial introduction.

Final Thoughts: Living Your Legacy Now

Legacy isn’t about what you leave behind — it’s about the daily decisions you make, the people you impact, and the purpose that fuels your work.

For Kyle, success is no longer measured by metrics like book sales or audience size, but by the depth of his influence. “If I focus on traditional success metrics, it becomes about the numbers,” he says. “But if I focus on each moment, each connection, each opportunity to serve — that’s where the real magic happens.”

His challenge to leaders: Stop measuring success solely by external achievements. Instead, ask yourself — how am I living my legacy today?

For those looking to redefine their leadership journey with empathy, purpose, and mindfulness, Kyle’s insights offer a powerful roadmap.

How do you define your legacy?

Check out the conversation with Kyle Gabhart on The Bliss Business Podcast

Originally Featured on The Bliss Business Podcast Blog

Marketing has long been a game of numbers — impressions, clicks, conversions. But today, customers demand more than transactions. They want connection. They want to feel seen, heard, and understood.

This shift is driving a new era of empathetic marketing, where brands move beyond product features and focus on deeper, more meaningful relationships with their audience. In an episode of The Bliss Business Podcast, Stephen Sakach, Tullio Siragusa, and Mike Luski explore how businesses can build trust, create authentic engagement, and market with empathy rather than manipulation.

Why Empathy in Marketing Matters

Customers today are more informed than ever. With an overwhelming amount of choices, they gravitate toward brands that get them — brands that don’t just push products but understand their struggles, aspirations, and emotions.

Empathy in marketing isn’t about just saying the right things. It’s about listening — truly listening — to what people need, what they’re experiencing, and how your brand can add real value to their lives.

Empathy transforms marketing from shouting at audiences to having a conversation with them. It’s not about pushing a message — it’s about creating an emotional connection that lasts beyond the sale.

The Principles of Empathetic Marketing

The discussion uncovered key principles for brands looking to create more meaningful engagement:

Curiosity Before Understanding

Before brands can empathize, they must be curious. What is the real problem customers are trying to solve? What emotional needs drive their decisions? Empathy starts with asking the right questions — not just relying on data points, but truly understanding the human side of things.

Trust Over Transactions

In an era of AI-driven marketing, automation alone isn’t enough. Customers can sense when a brand is being disingenuous. The businesses that thrive are those that build long-term trust, rather than short-term conversions.

Storytelling That Resonates

People remember how brands make them feel more than the product itself. The best marketing doesn’t just inform — it creates an emotional experience. Whether through brand storytelling, user-generated content, or social listening, the goal is to connect on a deeper level.

The Shift from Selling to Serving

Empathy-driven marketing flips the traditional approach on its head. Instead of focusing on what to sell, it focuses on how to serve.

Take, for example, a customer shopping for a suit. Traditional marketing might focus on product quality, price, and style. But a brand practicing empathetic marketing would dig deeper — why is this person buying the suit? Are they preparing for a job interview after a tough year? Are they attending an important life event?

Understanding these deeper motivations allows brands to speak to the real needs behind a purchase — building loyalty in the process.

The Role of AI in Empathetic Marketing

Technology often feels at odds with emotional connection, but the right tools can actually enhance empathy rather than replace it. Enter aiCMO.io, a platform designed to scale purpose-driven marketing.

Unlike traditional AI marketing tools focused purely on efficiency, aiCMO helps brands tap into the emotional and psychological drivers behind customer behavior. It enables businesses to:

• Craft campaigns that resonate with human emotions
• Move beyond generic messaging to authentic storytelling
• Align marketing efforts with a company’s core purpose

“AI should never replace human connection — it should enhance and scale it.”

Avoiding Performative Empathy

Empathetic marketing is powerful, but it only works when it’s authentic. Customers are quick to recognize when brands are using emotion as a marketing tactic rather than a genuine business philosophy.

For brands to walk the walk, empathy needs to extend beyond the marketing department. It should be embedded in company culture, leadership, and customer interactions.

Final Thoughts

Empathy in marketing isn’t just a trend — it’s the future. Brands that focus on building trust, serving their customers, and creating emotional connections will outlast those focused solely on transactions.

The key takeaway? The best marketers don’t just sell. They listen. They care. They connect.

What role does empathy play in your marketing strategy? 

Check out the conversation on The Bliss Business Podcast

Originally Featured on The Bliss Business Podcast Blog