From Transactions to Relationships: The Future of Meaningful Business

In an era where industries often focus on transactions and bottom-line results, building authentic human connection has become the most overlooked yet powerful differentiator. Creating a sense of belonging and community in business is no longer a “nice to have”, it is the foundation for sustainable growth, employee engagement, and customer loyalty.

On The Bliss Business Podcast, we spoke with Tom Wood, President and CEO of Floor Coverings International, who shared how his organization has redefined success by prioritizing relationships over mere transactions. With over 300 franchise locations, Tom has built a culture where connection, trust, and collaboration are not only encouraged but operationalized into core values that shape everything from leadership to customer experience.

Why Community Belongs at the Core of Business

Tom shared that the fifth core value at Floor Coverings International is simple yet transformative: “Engage in the community and make it fun.” This principle creates an environment where employees and franchisees are not just part of a business but part of a shared purpose. When people feel genuinely connected, to each other and to the mission, they naturally go the extra mile, creating an experience for customers that goes far beyond a service or product.

Research supports this approach. A Harvard Business Review study found that employees with a strong sense of belonging are 56 percent more productive and 50 percent less likely to leave their jobs. Tom’s team demonstrates this through intentional efforts, from fostering inclusive leadership to designing experiences that build trust both internally and externally.

Transforming Transactions into Experiences

What sets Tom’s leadership apart is his ability to turn a seemingly transactional service into a deeply personal experience. Whether it’s a home flooring project or a franchise training event, the focus remains on building authentic human connections. By creating systems that encourage collaboration, recognition, and fun, Floor Coverings International has achieved one of the highest net promoter scores in the industry.

The lesson here is clear: companies that create memorable, human-centered experiences for both employees and customers are the ones that stand out in a competitive market.

Key Takeaways

• Connection drives performance, retention, and loyalty.

• Core values should be visible, lived, and integrated into every part of the business.

• Building community isn’t a side initiative, it’s a business strategy.

• Experiences that engage both employees and customers create long-term success.

Final Thoughts

Business is not just about profit margins or operational efficiency. It’s about the people who make it all possible, the employees, customers, and partners who bring a company’s mission to life. Tom Wood’s leadership shows that when we prioritize connection and build cultures of trust and care, we create not only thriving businesses but thriving communities.

Check out our full conversation with Tom Wood on The Bliss Business Podcast.