Magic in the Room #116: Building a Coaching Culture for Higher Performance with Stephanie Licata and Emma Holland

August 19, 2022
In this episode of Magic in the Room, Luke is joined by coaching experts and PPG team members, Stephanie Licata and Emma Holland to discuss the importance of coaching culture, it’s place in the work environment, and how it can drastically improve your organization. Coaching is an investment, and as Steph succinctly puts it, “When you invest in your workforce, they will work for you, and they will produce for you.”  

Learn more about how to create a coaching culture in your organization by watching our recent webinar Creating a Coaching Culture in Tribal Organizations: A Case Study. Find it at this link: www.purposeandperformancegroup.com/coaching-culture 
By Sarah Whitfield March 3, 2026
In this episode of Magic in the Room, Luke, Hannah, and Chris explore how the concept of mattering transforms customer experience through their practical GUEST framework. Building on the idea that people thrive when they feel noticed, affirmed, and valued, they argue that exceptional service is not just about efficiency or technical competence, but about intentionally designing experiences where guests truly feel significant. They unpack the five elements of the GUEST model: Greet with empathy, Uncover needs, Express gratitude, Share names, and Teach benefits. They show how each step reinforces belonging and loyalty, whether in a 30-second interaction or a 30-year relationship. The conversation highlights the difference between service and hospitality, the power of recovery when mistakes occur, and the leadership responsibility to embed mattering into culture rather than leaving it to chance.
By Sarah Whitfield February 18, 2026
In this episode of Magic in the Room, Luke, Hannah, and Chris explore the lessons, transitions, and leadership insights they’re carrying forward into 2026, emphasizing the importance of narrowing focus, letting go of resistance, and aligning with natural rhythms to create meaningful momentum. They discuss how personal and professional growth often emerges through periods of chaos and transition, highlighting themes such as intentionality, subtraction as a multiplier, and the courage required to release control, certainty, and outdated habits. Drawing on their work with purpose-driven organizations, they explain how leadership transformation begins internally, noting that organizational change is inseparable from personal development and mindset shifts. They also explore how embracing disturbance, addressing root causes instead of symptoms, and cultivating hope rather than cynicism can unlock resilience, stronger culture, and long-term performance.
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