This episode, Cassie is joined by Emma, Senior Communications Manager at Heartwood Collection, to explore how a strong brand purpose can simplify business operations and generate high emotional engagement—both from customers and the team.

Emma shares her journey from corporate law to hospitality, revealing how Heartwood’s commitment to values-driven leadership, community focus, and internal growth has fueled its success. As an award-winning brand that continues to expand while maintaining deep local connections, Heartwood is proof that when people feel they belong, businesses thrive.

⏱ [00:01] – Welcome & introduction to Emma
⏱ [00:27] – Emma’s career shift: From law to a hospitality brand with purpose
⏱ [02:09] – Early experiences in hospitality & the emotional pull of the industry
⏱ [06:54] – Why Heartwood works: A brand built on values, not just transactions
⏱ [08:06] – Winning Sunday Times Best Place to Work – the power of a people-first culture
⏱ [09:40] – Simplifying success: How a clear brand purpose guides growth
⏱ [14:22] – High emotional engagement: Why customers & staff feel ownership of Heartwood pubs
⏱ [17:23] – Storytelling & hospitality: Connecting with guests through authenticity
⏱ [27:03] – Heartwood’s expansion strategy & balancing growth with community focus
⏱ [35:43] – Future plans: Sustaining success without losing the personal touch

🔗 Connect with Emma on LinkedIn:
🔗 Learn more about Heartwood Collection