Contact Shep (314) 692-2200

The Leader’s Playlist

How Memories, Experiences, and Patterns Impact Leadership Style

Shep Hyken interviews Susan Drumm, CEO & Chief Empowerment Officer of Meritage Leadership Development and the author of The Leader’s Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life. She shares how to use music to improve your leadership style and make the changes that no longer serve you.

Subscribe and Listen

Top Takeaways:

  • Our childhood “wounds” show up in the way we lead others. Leaders don’t just react based on what is happening at the moment. Some reactions are triggered by old patterns and experiences.
  • Old memories and experiences are deep-seated patterns that trigger different reactions in different leaders, even when they face a similar situation. These patterns become the leader’s “internal playlist.”
  • A leader’s internal playlist is the “music” playing in the background. It sets up how leaders see themselves and the world. It shows up in their leadership styles and how they work with their employees.
  • The leader’s playlist affects the employee experience. This playlist, based on past experiences, impacts the way a leader acts toward people (employees), which eventually trickles down to the customer experience.
  • How you retain and engage your employees, how your company is doing, how you show up for your family, and how you feel about yourself are all symptoms of an underlying playlist of how you view the world.
  • Plus, Susan Drumm reveals the top song on her internal playlist. Tune in!


“The brain is malleable. Even the deepest-seated patterns can be shifted with practice, and music is your brain hack to make it happen.”

“How music impacts a person is very personal. It is not about the genre of music that you listen to or include in your internal playlist. It is about what emotional state that music puts you in.”


Susan Drumm is a keynote speaker, CEO, and Leadership Coach. She is the host of The Enlightened Executive, Chief Empowerment Office of Meritage Leadership Development, and the author of The Leader’s Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:

  1. What is “The Leader’s Playlist”?
  2. What songs should be on your internal playlist?
  3. How do you leverage music to improve leadership?
  4. How do past experiences affect leadership styles?
  5. How do you change behavior patterns that hold you back from being a good leader?

Want to receive Shep’s latest customer service and CX research?

Sign up for instant access to Shep’s research report on customer service and customer experience.

"*" indicates required fields

This field is for validation purposes and should be left unchanged.

© 2024 Shepard Presentations, LLC.
All Rights Reserved.

Legal Information | Sitemap Legap

Site by: digitalONDA