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Building A Service-Oriented Culture In Your Business with Cheryl Mills Knight

Episode Summary –

Creating a customer-centric culture is all about showing up for those that matter most to you: yourself, your business, your employees, and your customers. Showing you care for them by creating an environment where they feel seen, valued and heard is what will make customer service truly great. The most important part of building a customer-focused culture is to give employees and leadership the freedom to make decisions with the customers’ best interests in mind, not through setting rigid rules like many other businesses.

“Our business is dedicated to showing up for our customers and creating a ripple effect of satisfaction and loyalty. ”

We can ensure our customers receive the best service possible by demonstrating care and connecting with them before any transactions. Showing up for one another in the workspace has a positive effect on our clients. We are all consumers and should strive to build authentic relationships in order to align ourselves with what is important, and make an environment that welcomes each person's uniqueness.

Cheryl Mills Knight, one of the founding members of Kendra Scott, joins this episode to talk about her story and how the culture-driven brand has given back through their jewelry. She also explains how to build a strong and authentic family-focused culture that puts people first, even during difficult times.

Let’s jump in!


Snapshot of the Key Points from the Episode:
[02:58] Cheryl's journey and how she got into branding and culture.
[08:43] About the position that Cheryl holds today and her greatest passion.
[10:21] The three values that Kendra Scott's brand is built on and how they play out.
[16:09] About Kendra Scott, how it was born, its products, and stores.
[21:12] How to scale culture as you expand in and across the board.
[29:55] The founding principles that Kendra Scott started with and continues to thrive on.
[33:44] How to live your vision out loud and build an authentic brand.
[35:38] Cheryl's superpowers that have helped her in her career journey. Her most remarkable accomplishment that she is super proud of.
[40:03] The greatest challenge that Cheryl has faced in her journey and how she overcame it.
[45:24] Cheryl’s advice to brands that are looking to redefine their culture.


About Cheryl Mills Knight –
Cheryl Mills Knight is a seasoned marketing executive and one of the founding members of Kendra Scott, a global fashion lifestyle jewelry brand.

As the Company’s first marketing hire in 2005, Cheryl has since built Kendra Scott's in-house marketing agency, consisting of a multi-versed creative team including Art Direction, Graphic and UX Design, Photography, Digital Media, Copywriting, Content Strategy, Social Media, and Events.

Cheryl is currently the Senior Vice President of Brand & Culture, where she is responsible for leading the execution of both digital and traditional marketing strategies, steering overall brand vision around Kendra Scott’s pillars of Family, Fashion & Philanthropy, and supporting the company in its hyper-growth as a billion-dollar brand.

How to connect with Cheryl Mills Knight:


About the Host –

Belinda Ellsworth is a Speaker, Trainer, Best-Selling Author, and Podcaster

She has been a professional speaker, mover, and shaker for more than 25 years. Having built three successful companies, she has helped thousands of entrepreneurs make better decisions, create successful systems, and build business strategies using her “Four Pillars of Success” system.

Belinda has always had a passion and zest for life with the skill for turning dreams into reality.

How to Connect with Belinda:
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