Shows
The Delighted Customers Podcast with Mark SlatinBalancing Agentic AI and Human Connection in the Contact CenterIs your organization fully realizing the value of your contact center, or is it being limited by a narrow focus on efficiency and cost control? In this episode of the Delighted Customers podcast, I sit down with renowned Canadian contact center consultant and trainer Mike Aoki to examine how contact centers serve as the real-time pulse of customer experience. Together, we explore the evolution of the contact center from its early telephone-based days to today's complex, omnichannel environments shaped by agentic AI and chatbot technology. The discussion underscores the significant impact that leadership priorities, technology decisions, and...2025-07-3134 min
The Delighted Customers Podcast with Mark SlatinBeyond the Hard Sell: The Evolution of Loyalty in the Fitness IndustryWhat if the secret to building a truly loyal gym membership—or any recurring customer base—starts the moment someone tries to leave? That question struck me while talking with Blair McHaney, a trailblazing fitness industry leader who’s spent more than 40 years reimagining how gyms can deliver customer (or, as Blair puts it, member) experience. Too often, fitness centers focus on sales at the expense of real loyalty, missing the deeper connection that gets members to not only return, but rave about you to others—even after they’ve canceled. In this episode of the Delighted Customers...2025-07-2435 min
The Delighted Customers Podcast with Mark Slatin#142 Leadership Blind Spots and How to Avoid ThemWhat if the key to sustainable business growth isn’t just about generating new leads, but about truly understanding and retaining your existing customers? Are you aware of the invisible forces sabotaging your efforts to create a loyal customer base—and, more importantly, what you can do to fix them? In my latest episode of the Delighted Customers podcast, I sit down with Roger Nicholas, co-author of The CX Lighthouse and a seasoned business growth leader who brings over 25 years of experience in revenue training, business operations, and CX execution. Roger breaks down the real reasons small to m...2025-07-0330 min
The Delighted Customers Podcast with Mark SlatinDesigning for Trust: Building Confidence from First Click to Last MileWhat if you could close the gap between what you think your customers experience and what they actually feel—using raw, unfiltered feedback you can see and hear for yourself? In a constantly evolving digital landscape, the journey from a customer’s very first click to their final interaction is more complex—and crucial—than ever before. But many leaders believe that their customer experience is far better than it really is—a costly blind spot that leads to missed opportunities for building trust and loyalty. How can organizations truly see their products and services through their customers...2025-06-2630 min
The Delighted Customers Podcast with Mark SlatinClient Onboarding and The Trust Equation-Part 1 of 2 Note: This is Part 1 of a 2-part series What does it take to create an onboarding experience so powerful that clients can’t imagine working with anyone else? For executives and customer experience leaders, the onboarding process is much more than an administrative formality—it's the first date, the pivotal moment when a client decides whether to pursue a deeper relationship or walk away. In this episode of the Delighted Customers podcast, Mark Slatin sits down with Lisa Schwartz, COO of Mathematica, to unpack the psychology and structure behind onboarding experiences that build trust, foster loyal...2025-06-0531 min
The Delighted Customers Podcast with Mark SlatinFrom Oprah to Branson: 5 Celebrity Archetypes Every CX Leader NeedsWhat if you could unlock executive buy-in—and real alignment—by channeling the breakthrough strategies of world-famous celebrities in your customer experience approach? In this episode of the Delighted Customers podcast, guest Ania Rodriguez flips the script on how CX leaders can influence their C-suite and drive transformative change. By drawing on the archetypes of iconic figures like Oprah, Lady Gaga, Richard Branson, Mark Cuban, and Taylor Swift, Ania reveals how leaders can meaningfully connect with stakeholders, avoid the "hero's trap," and move from mere buy-in to active organizational alignment. The impact? A more dynamic, emotionally intelligent, and...2025-05-2833 min
The Delighted Customers Podcast with Mark SlatinBeyond Tools & Tactics: "Becoming a Trusted Guide" - New On-Demand CourseAre you struggling to cut through organizational resistance and win real buy-in for your customer experience (CX) initiatives? You’re not alone. Even the most skilled CX professionals and change leaders often face the uphill battle of influencing executives and key stakeholders—especially when budgets are tight and positional authority is limited. That’s exactly why the launch of the new on-demand course, "Becoming a Trusted Guide: Empowering CX Leadership," is so exciting for anyone looking to make meaningful change in their organizations. Gabe Smith, CCXP, Content Manager and Associate Director at the Customer Experience Profes...2025-05-2217 min
The Delighted Customers Podcast with Mark SlatinEmotional Imprinting and the Future of Experience ManagementJoin us for a special episode featuring Lou Carbone, widely regarded as the father of the experience management movement. As the founder, president, and chief executive, Chief Experience Officer of Experience Engineering, a Minneapolis-based consulting firm dedicated to customer and employee experience management, Lou brings over 30 years of expertise to the discussion. He pioneered the field with his groundbreaking 1994 article "Engineering Customer Experiences," which may have originated the term "customer experience." Lou is also the author of the book Clued in, How to Keep Customers Coming Back Again and Again and has worked with major companies like Pizza Hut, KFC, A...2025-05-1530 min
The Delighted Customers Podcast with Mark SlatinFuture of Agentic AI: Transforming Customer JourneysWhat if AI-powered technology could not only solve your customers' problems faster but also anticipate their needs—and why do so many organizations still get it wrong? On this episode of the Delighted Customers podcast, we unlock the real reasons why companies struggle to implement AI and automation tools effectively, even as consumer expectations for personalization and seamless experiences reach new heights. Greg Kihlstrom, martech and CX expert, demystifies the hype around chatbots and agentic AI, showing us where most companies stumble and what it really takes to reverse-engineer remarkable customer journeys. If you’re wondering why some...2025-05-0129 min
The Delighted Customers Podcast with Mark SlatinDavid vs. Goliath: Competing with the Big Banks on Customer ExperienceWhat does it really take for smaller banks and mid-sized businesses to triumph over industry giants while still delivering exceptional customer experiences? This burning question lies at the heart of the latest episode of the Delighted Customers podcast, where we dig deep into the unique advantages that smaller organizations hold in fostering emotional connections, empowering employees, and personalizing customer interactions—even when their resources pale in comparison to mega-corporations. The impact of this question stretches across industries: if you feel outmanned or outspent by competitors, Tara Brady’s strategies could just be the difference-maker. She reveals exactly how...2025-04-2430 min
The Delighted Customers Podcast with Mark SlatinBalancing AI and Human Interactions Dr. Joseph Michelli offers invaluable insights on balancing AI and human interaction in customer experience, drawing from his extensive research and work with renowned brands like Starbucks, Ritz-Carlton, and Mercedes-Benz. His expertise in understanding the emotional drivers behind consumer decisions and the importance of self-reflection for business leaders makes this episode a must-listen for anyone interested in enhancing their customer experience strategy. Excited to share insights from the latest episode of the Delighted Customers podcast featuring Dr. Joseph Michelli, internationally renowned speaker, author, and organizational consultant! Here are three intriguing questions addressed during our conversation: ...2025-03-2132 min
The Delighted Customers Podcast with Mark Slatin#124 The Secret Ingredient to Customer DelightDo you remember the shock ending of The Sixth Sense? The film taps into that mysterious sixth sense—something beyond our usual perception. Similarly, in the world of taste, umami goes beyond salty, sweet, bitter, and sour to create a richer, more memorable experience. But what if businesses could apply this concept to customer experience? In this episode, Aga Szóstek, PhD—author, CX leader, and design expert—shares a powerful framework that parallels umami, helping brands forge deeper emotional connections, stand out in the market, and drive lasting loyalty. Drawing from her work with compani...2025-02-2735 min
The Delighted Customers Podcast with Mark Slatin#123 Stuck? Unlock Trust to Get Approval!Are you a customer experience leader facing roadblocks when trying to get your initiatives approved? In this episode, Mark delves into the power of trust with Charlie Green, co-author of "The Trusted Advisor," to uncover strategies for breaking through bureaucratic walls and fostering buy-in. Key discussion points include: The importance of building strong relationships with your leaders and understanding their priorities. Why expediency can backfire and how taking the time to connect with stakeholders can save you time in the long run. The Three Levels of Listening: Learn to listen beyond the facts to uncover the context and emotional meaning beh...2025-02-2031 min
The Delighted Customers Podcast with Mark SlatinAchieving Value Realization with a CX ToolkitBrad Smith, CCXP, who brings his extensive experience from working with major companies like Symantec, Yahoo, and Sage. Mark and Brad delve into the future of customer experience (CX) management and explore a variety of valuable tools that can be applied to enhance CX. Brad shares actionable insights on hidden value, value realization versus value erosion, and introduces the concept of value mapping. He also discusses the importance of having a clear brand promise and how it plays a crucial role in delivering a cohesive customer experience. Key topics covered in this episode include: 2025-02-0635 min
The Delighted Customers Podcast with Mark SlatinStrategies for Integrating AI in CXM from a Marketing LegendWhen you think of combinations who comes to mind? 👉 Jobs and Wozniak? 👉 Proctor and Gamble? 👉 Hewlett and Packard? When it comes to customer experience and one-to-one marketing, hands down, it's Don Peppers and Martha Rogers. They are the individuals behind the Peppers and Rogers brand. Don has authored or co-authored eleven different business books, collectively selling more than a million copies in 18 languages. In 2022 Peppers and Rogers released the greatly revised and updated Fourth Edition of their graduate-level textbook and desk reference, Managing Customer Experience & Relationships (Wiley, 2022). I ha...2025-01-2344 min
The Delighted Customers Podcast with Mark SlatinFrom Speedometers to Engines: Transforming CX with Tom DeVriesI first met Tom DeVries when he was giving a keynote at the 2024 CXM 360 Conference at Michigan State University. Tom took an unorthodox approach to the keynote by not talking for the first 5 minutes. What? Yup! He used non-verbals, videos, and audio cues to engage the audience. Tom has built a successful design firm and has shifted his focus in the last 12 years to include customer experience. He is an expert in human-centered design and has worked with some of the biggest brands in the US. He shares some invaluable wisdom in...2024-12-1930 min
The Delighted Customers Podcast with Mark SlatinDelivering on Customer Expectations at Experian with Tanya Thomas, CCXPTanya Thomas is a Certified Customer Experience Professional (CCXP) and VP of Client Experience Management and UX Design at Experian Health. She's brings years of experience in the CX world at one of the largest organizations in the world, Experian. Known as one of the big three credit bureaus, Experian Health is a major player in the healthcare market. In this episode Tanya shares some great gems including: Customer Intelligence and Market Trends: Tanya emphasized the importance of gathering deep customer intelligence beyond just basic operational feedback. By understanding user behaviors within software...2024-11-2826 min
The Delighted Customers Podcast with Mark SlatinDelivering on Customer Expectations at Experian with Tanya Thomas, CCXPTanya Thomas is a Certified Customer Experience Professional (CCXP) and VP of Client Experience Management and UX Design at Experian Health. She's brings years of experience in the CX world at one of the largest organizations in the world, Experian. Known as one of the big three credit bureaus, Experian Health is a major player in the healthcare market.In this episode Tanya shares some great gems including:
Customer Intelligence and Market Trends: Tanya emphasized the importance of gathering deep customer intelligence beyond just basic operational feedback. By understanding user behaviors within software...2024-11-2827 min
The Delighted Customers Podcast with Mark SlatinImproving Customer Loyalty through Martech and AI-Powered Solutions Improving Customer Loyalty through Martech and AI-Powered Solutions Greg Kihlstrom is a best selling author with nearly 20 books on Martech and customer experience management. Greg shares fresh insights into how companies can leverage marketing technology and AI to bolster customer loyalty and satisfaction. Whether you're a C-suite executive or a marketing professional, this episode will equip you with actionable strategies to deliver exceptional, personalized customer experiences. Here are three pivotal questions Greg answered during our interview: - How can companies efficiently organize and access vas...2024-07-2536 min
The Delighted Customers Podcast with Mark Slatin#93: Driving Superior Customer Experience with AI and Digital Transformation Have you ever wondered how digital experience and AI can transform your customer interactions? Andrew Carothers, CCXP, a senior digital experience leader in the CX area at Cisco Systems, shared insights from this multinational leader's industry-leading portfolio of technology innovations, including networking, security, collaboration, and cloud management. 🎧 Check out the latest episode of The Delighted Customers Podcast where Andrew answers these burning questions: 👉 How can businesses seamlessly transition from digital to human interactions to meet customer needs? 👉 What are the challenges and benefits of expanding the digital component in customer exp...2024-07-1839 min
The Delighted Customers Podcast with Mark SlatinTransforming Workplace Culture: Dr. James Killian on Employee ExperienceTransforming Workplace Culture Through Employee Experience Dr. James Killian is an expert in the field of employee experience. He has held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems, and led several startups to record growth, and he’s a professor in the Masters of Science CXM program at Michigan State University. From exploring the significance of breaking down organizational silos to hiring a chief experience officer, we'll discuss how these strategies can uplift your team's experience and ultimately benefit the customer. Our conversation also examines the pitfalls of disengaged leader...2024-07-1144 min
The Delighted Customers Podcast with Mark SlatinThe Science of Sticky Ideas: Crafting Memorable CX StrategiesThe Science of Sticky Ideas: Crafting Memorable CX Strategies We revealed some powerful insights from "Made to Stick" by Chip and Dan Heath on my latest podcast episode with Megan Burns! We explored why some ideas thrive while others fade away, and how leaders can apply these principles to make a lasting impact. From the death of traditional buttered “movie theater popcorn” to flip the pyramid when making your point, this episode is loaded with practical insights to help you tell stories that stick. In this episode: 2024-07-0443 min
The Delighted Customers Podcast with Mark SlatinRitz Carlton: Inside the Founder and Former President's Customer-Centric CultureRitz Carlton is not just a brand. It’s a brand that sets the bar for customer experience. It was an incredible honor to host one of the icons in customer experience, Horst Schulze, the co-founder and former president of The Ritz Carlton Hotel Company. We talk about his new book, Excellence Wins, and he shares insights that transcend the hospitality industry. 👉 What lessons did Horst learn from his early experiences in the hotel industry that he applies to his business practices today? 👉 The concept of “We are, ladies and gentlemen...2024-06-2745 min
The Delighted Customers Podcast with Mark SlatinSalesforce’s Approach to Customer Success, AI, & CXSalesforce.com is THE leader among their peers (11 straight years) in Customer Relationship Management solutions. Phil Nanus leads Salesforce’s Customer Success organization, a team of over 2000 employees. He shared invaluable insights into how Salesforce is revolutionizing customer success through innovation, trust, and technology. Here are my 3 key takeaways from our conversation: - **Embrace Technology for Customer Success:** Salesforce is leveraging AI to enhance customer experiences and improve sales; their collaboration with Gucci is a great example. The rise of AI and generative AI paves the way for more personalized and efficient customer intera...2024-06-2044 min
The Delighted Customers Podcast with Mark SlatinHow Bilt Uses 3-D Instructions to Enrich LivesHow Bilt Uses 3-D Instructions to Enrich Lives “...Bilt's greatest usage by just sheer volume, happens literally on Christmas Eve and early, early in the wee hours of Christmas morning. And, you know, parents and grandparents and aunts and uncles there, you know, put the kids to bed and -okay, now let's go and assemble this in a bike and a play set and whatever, and expect it to be a very frustrating experience.” Nate Henderson, CEO of Bilt, turned a problem into an opportunity. With millions of users and partnerships with top bran...2024-06-1333 min
The Delighted Customers Podcast with Mark SlatinEmpathy-Driven LeadershipCX leaders are faced with one of the most difficult challenges in their organization. They have small teams and limited positional authority and therefore need the support of others to make progress. Patty Soltis, CCXP, shares her wisdom from decades of experience leading change in great brands like Neiman Marcus, Lord & Taylor, The Moffitt Cancer Center, and now in her role as a Senior CX Manager at Upwork. In this episode: Leading with Empathy The Role of Emotions in Decision-Making The importance of Detailed and Granular Information Servant Leadership Navigating Organizational Success Learn ho...2024-06-0638 min
The Delighted Customers Podcast with Mark SlatinThe Power of Social Identity on CX with Professor Gary DavidDo we make buying decisions as individuals or individuals who are part of a group? The answer may surprise you. Gary David, PhD is a Professor of Sociology and Experience Design at Bentley University. Dr. David has been researching sociology and its intersection with the business world for several decades. His findings challenge the status quo when it comes to drivers of consumer behavior and how CX leaders should think about engaging customers. We discuss how consumers perceptions of their social identities impact their brand loyalty, and ultimately, bottom line results....2024-05-3040 min
The Delighted Customers Podcast with Mark SlatinThe Science of Brand LoveThe Science of Brand Love What makes brands like Apple and Nike not just recognized, but truly loved. Dr. Ahuvia’s book, The Things We Love, explains the psychology behind brand love, and it has been named by Amazon as a “best business book.” He conducted the first scientific studies of brand love some 30 years ago and continues to lead research on this topic. His research on dating sites led to an appearance on the Oprah Winfrey show. On this episode of 🎙🎙🎙The Delighted Customers Podcast we explore the science behind “brand love” and strategies compani...2024-05-2341 min
The Delighted Customers Podcast with Mark SlatinLeading Change by Leveraging Trust with Charles H. GreenIn today's fast-paced networked economy, professionals (especially CX pros) must work harder than ever to maintain and improve their business skills and knowledge. But technical mastery of one's discipline is not enough and that’s why Charles H. Green co-authored the Trusted Advisor (and the recently published the 20th Anniversary edition). The key to change leadership is the ability to earn the trust and confidence of key stakeholders. The stakes are even higher for CX leaders who typically have constrained budgets, small teams and limited positional authority. Charlie returns to the show and shar...2024-05-1643 min
The Delighted Customers Podcast with Mark SlatinLessons from Taylor Swift About How to Create Superfans with Brittany HodakLessons from Taylor Swift About How to Create Superfans with Brittany Hodak Have you ever wondered why some celebrities create a swarm of superfans that become lifelong advocates for them (and others, not so much)? My guest on this episode of the Delighted Customers Podcast worked her way up from radio station mascot to the head of a marketing agency that promoted the biggest name stars from Taylor Swift, Katy Perry and Dolly Parton along with some of the biggest brands like Walmart, Amazon, and Disney. Now an author and speaker, Brittany Hodak a...2024-05-0945 min
The Delighted Customers Podcast with Mark SlatinThe Role of Qualitative Research in Experience Design with Jennifer Ashman, Principal, CX AmplifiedJennifer Ashman is a CX thought leader and experience design expert. She has been in the field for over two decades and is a Professor of Practice at Michigan State University, where she teaches Experience Design in the Master's Degree program in Customer Experience Management. Jennifer shares some real world examples to help make the conversation easily relatable. Content Highlights: - **Deep Dive into Qualitative Research**: Jennifer unpacks the myriad ways this research method informs decision-making to avoid costly missteps and enhance customer engagement. - **The Art of Human Interaction**: Discover t...2024-05-0240 min
The Delighted Customers Podcast with Mark SlatinStrategies for making cx your growth engineYou’ve just been hired as the Chief Experience Officer to run a financial services firm. What are the keys to driving sustained success? Join CXO Eric Smuda share his insights on the keys (and the challenges) to leading successful change by driving outstanding customer experiences. My favorite quote from Eric? “If you’re not using CX as your growth engine, what are you doing???” Some of the key lessons for this episode of The Delighted Customers Podcast (link in comments below): 'CX and Profit': Good customer experience merges business benefits with customer...2024-04-2535 min
The Delighted Customers Podcast with Mark SlatinDesigning Experiences that drive loyaltyHow can you design experiences to drive customer loyalty? Kevin Budelmann is an Experience Design expert, a professor at both Michigan State and Northwestern Universities, and authored Brand Identity Essentials. He brings over a quarter-century shaping design, strategy, and brand experience. We explore the converging paths of behavioral economics, design thinking, and customer experience—all through the lens of his extensive expertise. On this episode of the Delighted Customers Podcast. 🔑 **3 Key Takeaways**: **Trust & Emotion in Branding**: Kevin illuminates the critical role of emotional connection and trust in shaping the brand experience - impera...2024-04-1846 min
The Delighted Customers Podcast with Mark SlatinLessons from an ER doctor w/Dr. Judy Wolfe, Associate Chief Experience Officer, Cleveland ClinicDr. Judy Wolfe, who still practices as an ER doctor, talks about the transformative power of patient experience in healthcare. We dive into the critical role of trust, and how reimagining job titles and communication training can revolutionize caregiver-patient interactions. Dr. Judy highlights the urgency of embracing change management and the dire consequences of stagnation in patient care. Dr. Judy prescribes helpful tips from "shift hacks" to loyalty driver tips to "teach backs." Tons of gems in this episode from one the top medical care facilities in the world. Resources The Delighted Customers podcast website: h...2024-04-1143 min
The Delighted Customers Podcast with Mark SlatinThree Keys to Driving Customer AdvocatesKeith Ferguson brings his wealth of experience as an entrepreneur along with his career in academia (MSU and FSU) to share his wisdom on customer advocacy. Keith defines customer advocacy and then we talk about the financial impact of having customers who truly advocate for your brand. Keith shares some common mistakes about consumer behavior through a visualization of the customer lifecycle and provides 3 actionable steps leaders can take to create more advocates for their business. Resources The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide n...2024-04-0433 min
The Delighted Customers Podcast with Mark SlatinJoe Pine: The Origin of "Customer Experience," The Experience Economy, and What's NextJoe Pine is on my Mount Rushmore of Customer Experience. He shares the exact moment, quite by accident, that the concept of "experience" as the next economy after the service economy was hatched. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money featuring an all-new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre & Every Business a Stage. Joe believes that goods and services are no longer enough; what customers want are experiences—memorable events that engage each individual in an inherently personal way. Joi...2024-03-2849 min
The Delighted Customers Podcast with Mark SlatinPink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron HoltPink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt I can’t think of a better illustration of how to prove the ROI of Customer Experience. Ron Holt sees opportunities in bad customer experiences. In fact, he built a successful home cleaning based on disrupting a legacy industry by differentiating the experience his customers receive. The model allowed him to scale a one-store cleaning business into a $40M nationally-recognized brand with 90 locations across the country. Ron shared his entrepreneurial journey and the compelling story behind his c...2024-03-2151 min
The Delighted Customers Podcast with Mark SlatinWhat’s the Pioneering Edge for Today’s CX Leaders according to the NPS CreatorWhat’s the Pioneering Edge for Today’s CX Leaders according to NPS Creator, Fred Reichheld? There’s so much to unpack in this episode: Fred shares about a personal vulnerability What’s the right way to listen to customers? What is the huge mistake companies make relative to referrals? How do you know if you’ve won or lost? What is financial capitalism and why should it die? What’s on the pioneering edge today for CX leading companies? Will Southwest Airlines recover?...2024-03-1449 min
The Delighted Customers Podcast with Mark SlatinClosing the Gap Between Brand Promise and Customer Experience with Nick ZeislerSomeone once said Marketing creates the brand promise and CX delivers it. But too often there's a gap between the two that's eroding customer loyalty and business performance. Nick Zeisler is a Lean Six Sigma expert and Professor of Practice in Michigan State University's Customer Experience Management Masters of Science program. In this episode Nick shares some valuable insights including: - the significant concept of 'Brand Alignment' was introduced, highlighting the imperative of aligning a company's customer experience delivery with its brand promise. - the importance of continuous improvement in process engineering was emphasized, advocating for a customer-centric approach...2024-03-0732 min
The Delighted Customers Podcast with Mark Slatin5 Tips to Improve Emotional Intelligence for Better CX with Sandra ThompsonHow would you rate your emotional intelligence? It turns out that the core of any successful customer experience initiative is deeply intertwined with the capacity and willingness of employees to communicate effectively. Emotional intelligence is a fundamental skill when it comes to communication. Sandra Thompson is an EI expert and ranks as a top 10 Emotional Intelligence leaders on LinkedIn. She joined me on The Delighted Customers Podcast to help leaders navigate EI and understand the very real impact EI has on the customer experience, and ultimately employee and customer engagement. "You have to put in the work!" Sandra says. "Some...2024-02-0150 min
The Delighted Customers Podcast with Mark SlatinThe Four Factors of Trust: How Organizations Can Earn Lifelong Loyalty with author Ashley ReichheldDid you know that trusted companies outperform their peers by up to 400%? That customers who trust a brand are 88% more likely to buy again? And that 79% of employees who trust their employer who trust their employer are more motivated to work(and less likely to leave)? The importance of trust is at an all-time high - just as our inclination to trust is at an all time low, Join me and my special guest, Deloitte Digital Principle and co-author of the new book, The Four Factors of Trust for this episode of the Delighted Customers Podcast. We discuss the...2023-11-0240 min
The Delighted Customers Podcast with Mark SlatinPreventing Defection: Innovative CX Strategies for Gathering Feedback and Taking Action with Matt SelbieIn order to design customer experiences that earn their trust and loyalty, companies must have a listening strategy. While a wide range of philosophies around customer listening, my guest has a theory that he's built a business on. What are some potential consequences for businesses if they fail to address current customer issues effectively? Matt Selbie believes that the gap business leaders are missing, that's costing them customer defection, is responding real time and closing the feedback gap immediately. He identifies the downturn in customer experience levels across industries and has a solution that can help and help now...an...2023-10-1241 min
The Delighted Customers Podcast with Mark SlatinThe Art and Science of Business Storytelling: Crafting Engaging Stories That Inspire Change with Author, Dennis GeelenIn many ways, the Customer Experience leader has the most difficult job in the organization. Typically serving with a thin staff, a constrained budget, and limited positional authority, they need to get things done through influencing others. But how? Numbers along aren't enough. There's one powerful tool that CX leaders can and should become masters in, that's storytelling. On this episode of the Delighted Customers Podcast, Dennis Geelen, author of The Zero In Formula and The Accidental Solopreneur, joins me to talk about why storytelling wins over stakeholders and he shares a framework on how to tell stories that i...2023-09-1436 min
The Delighted Customers Podcast with Mark SlatinThe Secret to Building Trust with Customers, Part 3 of 3How do companies like Ritz-Carlton, Apple, and Starbucks earn the trust of their customers? Building upon the trust equation introduced in the Trusted Advisor book, we explore the four variables that contribute to trustworthiness: credibility, reliability, intimacy, and self-orientation. Through real-life examples, such as a heartwarming story about a lost stuffed animal at the Ritz Carlton Resort, we uncover the power of trust in creating loyal customers. In this episode: Credibility: Showcasing professionalism, expertise, and trustworthiness through branding, communication, and online presence can instill confidence in your customers Reliability: Consistency is key. Consistently delivering on promises and providing a...2023-09-0713 min
The Delighted Customers Podcast with Mark SlatinThe Trust Equation: The Secret to Trust Building, Part 2 of 3Trust is the currency of leadership. The most effective leaders don’t power their way through initiatives. They are masters at building trust as a way of influencing. Businesses that cultivate trust with their customers and employees outperform their competitors. We explore the Trust Equation, which originally appeared in The Trusted Advisor (now in it’s 20th Anniversary Print Edition). We’re going to explore the four variables of trustworthiness: Credibility Reliability Intimacy Self Orientation ...and provide some practical tips on how you can become more trustworthy. Join me...2023-08-3116 min
The Delighted Customers Podcast with Mark SlatinFred Reichheld, NPS Creator, Author Winning on PurposeWe have a special treat for you as we kick off a three-part series on earning customer trust and loyalty. In this episode, titled "The Fisherman's Dilemma and Three Types of Customer Loyalty," I will explore the deep connection between customer experience and elements such as emotion, trust, loyalty, and value. What's the connection between trust and loyalty? What are three different types of loyalty and why is it critical to know the difference? What does the data say about repurchase, customer referrals, forgiveness, and cost to serve? Why should customer loyalty matter to the C-Suite? What are so...2023-08-2610 min
The Delighted Customers Podcast with Mark SlatinUnleashing the Power of Customer Obsession: Amazon's Approach to Innovation with Dr. Francis Goh, Amazon Web ServicesAmazon has been on my wish list for podcast guests. Dr. Francis did not disappoint in a powerful and thoughtful insider perspective of what makes Amazon a consistent CX leader. We will dive deep into the world of generative AI and its potential impact on customer interactions, as well as how Amazon harnesses this technology to stay ahead of the game. Dr. Goh sheds light on the unique culture and principles that have made Amazon a global leader in innovation. As we explore the fascinating intersection of technology, customer obsession, and the ever-evolving bu...2023-08-1751 min
The Delighted Customers Podcast with Mark SlatinThe Intersection of Customer Experience and Change Management with Changeologist, Doug Flory, CCMPChange management is a critical profession that focuses on the human side of change, utilizing various sciences and art to support successful projects and initiatives. Working alongside project management, change management ensures that individuals are prepared and equipped for transitions, driving long-term success. Doug Flory serves on the Board of Directors of the Association of Change Management Professional and describes himself as a Changeologist. In this episode of The Delighted Customers Podcast, we discuss: Implementation of five levers for effective change management the different levels of change management maturity and the role of trust in effective change implementation he...2023-08-1049 min
The Delighted Customers Podcast with Mark SlatinThe Digital First Customer Experience with International Bestselling Author, Joe WheelerJoe Wheeler, international bestselling author, technology innovator, consultant, and speaker. Joe has recently written a groundbreaking book called "Digital First Customer Experience: Seven Design Strategies From the World's Leading Brands." Throughout this episode, Joe shares valuable insights and practical tips on how companies can leverage digital strategies to create highly scalable and repeatable experiences for their customers. Joe also highlights some remarkable success stories from companies like Lemonade, Amazon, Starbucks and Nike, demonstrating how they have revolutionized customer experiences through digital design strategies. We delve into the importance of personalization, with Spotify serving as a standout example in the f...2023-08-0348 min
The Delighted Customers Podcast with Mark SlatinCreating Magical Moments for Kids Using Experience Design - woom VP Global Experience, April Obersteller"Why Reinvent the Wheel?" That popular expression was taken seriously when the founder of woom was about to buy their child their first bike and realized something was wrong. So the idea to consider the experience from a kids perspective and design a bicycle that wasn't just a smaller version of an adult bike was born. Headquartered in Vienna, Austria, and Austin, Texas, woom has expanded globally and now has over 240 employees and has sold over 1,000,000 bicycles all over the world. On this episode I talk to April Obersteller who leads their employee and customer experience efforts. Hear a...2023-07-2739 min
The Delighted Customers Podcast with Mark SlatinJoe Pine: The Origin of "Customer Experience," The Experience Economy, and What's NextJoe Pine is on my Mount Rushmore of Customer Experience. He shares the exact moment, quite by accident, that the concept of "experience" as the next economy after the service economy was hatched. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money featuring an all-new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre & Every Business a Stage. Joe believes that goods and services are no longer enough; what customers want are experiences—memorable events that engage each individual in an inherently personal way. Joi...2023-07-2049 min
The Delighted Customers Podcast with Mark SlatinHow Do We Activate Employees to Deliver “Consistently Good, Strategically Amazing” Experiences? with Megan Burns“Scale creates problems that empathy alone can’t solve” Megan Burns unlocks the key to how leaders can differentiate their brands based on the experiences they deliver to customers on this episode of The Delighted Customers Podcast. She ought to know...she spent more than 10 years as vice president principal analyst at Forrester Research where she developed ground-breaking research on how brands like Amazon, Apple, Starbucks, and Salesforce deliver great customer experiences at scale in the face of constant social and technological never-ending disruption. In this episode we discuss the underlying problems leaders need to solve and why so...2023-07-0851 min
The Delighted Customers Podcast with Mark SlatinHow to Know Which Levers to Pull for CX Transformation with NPS Prism’s Founder and Bain Partner, Jason BarroMost companies don’t suffer from a lack of data. They struggle getting the right data and to know specifically what changes they need to prioritize. The key is know what levers to pull and exactly how far to pull them Jason’s work with NPS Prism is nothing short of game changing. In this episode of the Delighted Customers Podcast we explore: The risks of digitizing everything The discrepancy between a company's internal measures of success and customer perception The dangers of buying share through discounting The importance of comp...2023-07-0648 min
The Delighted Customers Podcast with Mark SlatinWhy Employees' Mental Health is Critical to CX and Business Outcomes - Leah Marone, Psychotherapist, Mental Wellness Coach Leah Marone, Mental Wellness Consultant, Psychotherapist, Keynote Speaker, Author competed at the top level in Division 1 basketball. She brings all of the highs and lows of a top tier athlete to her professional role as a psychotherapist. As a board member and external consultant, Leah has been able to leverage her clinical background to develop solutions that prioritize both the bottom line and the well-being of team members and leaders. This is one of my favorite episodes because it sheds light on customer experience from a different perspective. In this episode: 👉 What’s the post-Covid “emotional hangover?" 👉 Why the “urgency cultu...2023-06-2949 min
The Delighted Customers Podcast with Mark SlatinThe ROI of CX and Drivers of Success with Augie Ray, Gartner VP, AnalystAugie Ray is a foremost CX thought leader, speaker, and research at one of the world’s most respected research firms, Gartner. He’s had a leadership role in CX practices at CX leading brands such as USAA and American Express. This episode is loaded with gems for business leaders who know the importance of putting the customer experience at the center of your corporate strategy. In this episode (we covered a lot so there are a lot of gems): Common obstacles that hijack customer centricity How Amex used NPS to make the business case...2023-06-2243 min
The Delighted Customers Podcast with Mark SlatinThe Art and Science of Customer Surveys - With Martha Brooke, Founder and Program Director, Interaction MetricsWe’ve all taken surveys. Clearly some are better than others. Well designed and implemented surveys can provide business leaders with actionable insights that improve retention, reduce cost to serve, and drive customers loyalty - if acted upon. They can help companies serve their customers better and provide them with more value. Poorly designed surveys do just the opposite. Martha Brooke is an expert when it comes to customer research. Martha shares some of the secrets of best in class survey design with power and passion. In this...2023-06-1556 min
The Delighted Customers Podcast with Mark SlatinThe Biggest Obstacles to Successful Change Initiatives - with Amanda Schmoldt, CCMP, President, ACMPWhat are the biggest obstacles to successful change initiatives? Amanda Schmoldt has the expertise and experience that only comes from successfully leading change management initiatives at some of the most respected brands in the world like USAA and Neiman Marcus. Not only is she the President of the Association of Change Management Professionals, but she’s also the Senior Director of Change and Transformation Enablement at Halo Branded Solutions. Customer Experience Management (CXM) and Change Management (CM) are kindred spirits and have a lot in common. We explore the intersection of both...2023-06-0833 min
The Delighted Customers Podcast with Mark SlatinThe 5 Leadership SUPERPOWERS with Jay WeiserThe 5 Leadership SUPERPOWERS with Jay Weiser, Principal and Founder, Jay Weiser Consulting Jay Weiser is a leadership expert. He’s a graduate of the Wharton School, and has consulted at Accenture. He’s worked with recognizable names like Autotrader, Bristol Myers Squibb and others. Jay helps us think critically about the tensions that exist for leaders and how to leverage them to build superior organizations. In this episode we talk about: Lessons for leaders from SVB’s failure How Delta’s CEO provided 3 keys to success immediately following the Covid...2023-06-0141 min
The Delighted Customers Podcast with Mark SlatinWhy do most surveys fail to get results? with Rick Denton, Managing Principle, EX4CXWhy do most surveys fail to get results? Rick Denton believes too many companies rely too heavily on survey data and consequently don’t get results. He suggests CX leaders should look beyond surveys to - listen, act, and engage. It’s a simple, yet powerful model we explore on this episode of the Delighted Customers Podcast along with: 👉 What not to ask customers 👉 How to use customer feedback to inspire employees 👉 Why customer experiences are tanking 👉 The importance of aligning brand promise to experience 👉 What’s m...2023-05-2538 min
The Delighted Customers Podcast with Mark SlatinApplying Lessons from Football (Soccer) to Customer Experience with Greg Uglioni, CCXPWhat does football (soccer) have in common with Customer Experience? Greg Uglioni, CCXP, Head of Business Transformation / Digital Transformation at Kantonsspital Winterthur connects the two in a very innovative way. Greg was voted a Top 50 Global Thought Leaders and Influencers on Customer Loyalty 2022 Thinkers360 Greg joins us all the way from Switzerland, to share wisdom from his experience in both financial services and healthcare including: Creating value centers vs. cost centers Lessons from soccer that apply to CX How to win a championship by applying football (soccer) principles Meet Greg 2023-05-1834 min
The Delighted Customers Podcast with Mark Slatin"The Evolution of CX at Walgreens with Danielle Wipperfurth, CCXP, Director of Customer Experience "How did a neighborhood drugstore, founded in 1901 and measuring just 50 feet by 20 feet, become the pharmacy all others are measured by and one of the most respected American corporations? Charles R. Walgreen, Sr took a job at Horton’s Drugstore in Dixon, Il because an accident left him unable to take part in sports when he was 16. After working in several drugstores, he grew increasingly knowledgeable - and increasingly dissatisfied with what he saw as old-fashioned, complacent methods of running a drugstore. Walgreen saw a c...2023-05-1155 min
The Delighted Customers Podcast with Mark SlatinUnderstanding Intrinsic and External Motivators to Unlock Discretionary Employee Effort - with Greg Kihlstrom, Principal, Chief Strategist, GK5AGreg Kihlstrom is a speaker, author, advisor, and strategy expert. With a background in digital marketing, Greg brings experience from that background along with his experience in the customer experience world to help companies up their game. Some of the gems Greg shares: Understanding intrinsic and extrinsic motivators to unlock discretionary employee effort Why everyone must have a line of sight to the customer 4 qualifiers for meaningful measurement …and a whole lot more. Meet Greg Greg Kihlström is a best-selling author, speaker, and...2023-05-0443 min
The Delighted Customers Podcast with Mark SlatinThe "Customer Chair": The Power of Storytelling, Richard Dorfman, MBA, Vice President, Customer Experience, Eastern BankThe Customer Chair: The Power of Storytelling, Richard Dorfman, MBA, Vice President, Customer Experience, Eastern Bank Influencing decisions in the C-Suite requires an appeal to both the logical and emotional sides of the brain. Sure you have to have data to support big decisions, but emotions are always linked to influence. Stories are a powerful way to engage leaders to get your ideas accepted. Rich Dorfman, the CX leader at one of the largest Boston-based banks, shares his real world experience as a CX practitioner and how he used th...2023-04-2740 min
The Delighted Customers Podcast with Mark SlatinYou Got the CX Leader Job, Now What? with Allison Landers, Chief Experience Officer (CXO), UBSYou Got the CX Leader Job, Now What? with Allison Landers, Chief Experience Officer (CXO) for Banking and Lending, UBS Allison Landers knows a thing or two about customer experience. She started her career in the .com space working for AOL and then shifted into financial services working at some of the most respected brands like Key Bank, Wells Fargo, and now UBS, where she serves as the Chief Experience Officer (CXO) for Banking and Lending. Our conversation was particularly timely given the turbulence in the financial sector and th...2023-04-2036 min
The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX#356: Empowering Great CX Within Your Brand, with Mark Slatin, EmpoweredCXToday we’re going to talk about empowering great CX in organizations, and what it takes from leaders and employees to do so.To help me discuss this topic, I’d like to welcome Mark Slatin, Customer Experience Advisor and Consultant with EmpoweredCX and host of the Delighted Customers Podcast.RESOURCESEmpoweredCX website: https://www.empoweredcx.com/The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcastSign up for The Agile Brand newsletter here: https://www.gregkihlstrom.comGet the latest news and updates on LinkedIn here: ...2023-04-1935 minThe Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX#356: Empowering Great CX Within Your Brand, with Mark Slatin, EmpoweredCXToday we’re going to talk about empowering great CX in organizations, and what it takes from leaders and employees to do so.To help me discuss this topic, I’d like to welcome Mark Slatin, Customer Experience Advisor and Consultant with EmpoweredCX and host of the Delighted Customers Podcast.RESOURCESEmpoweredCX website: https://www.empoweredcx.com/The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcastSign up for The Agile Brand newsletter here: https://www.gregkihlstrom.comGet the latest news and updates on LinkedIn here: ...2023-04-1935 min
The Delighted Customers Podcast with Mark SlatinPt. 2 - Lou Carbone, the Father of Experience ManagementIn this fascinating two part mini-series, Lou Carbone distills decades of thought leading ideas that cut through years of misled efforts to delight customers. In Part 2 we cover: The reason for being of a company should be creating value for customers Using Deep metaphors for feelings that connect you to companies Based on unconscious frameworks - how do you meet unconscious needs Will AI be used for wisdom? Be sure to listen to Part 2 for more great gems from Lou Meet L...2023-04-131h 04
The Delighted Customers Podcast with Mark SlatinSpecial Edition: Update from Greg Melia, CEO, CXPASpecial Edition: CX Update from the CEO of CXPA, Greg Melia Customer satisfaction is down in nearly every industry and customers are growing more and more frustrated. This means the risk of customer churn is rising. If you’re a customer experience leader you will want to equip yourself with the best resources to help your organization stand out from this customer frustration. In this Special Edition of the Delighted Customers Podcast, Greg Melia, CEO of the Customer Experience Professionals Association shares how CX leaders can best pr...2023-04-0719 min
The Delighted Customers Podcast with Mark SlatinPt. 1 - Lou Carbone, the Father of Experience ManagementA Conversation with Lou Carbone, the Father of Experience Management, Part 1 of 2 In this fascinating two part mini-series, Lou Carbone distills decades of thought leading ideas that cut through years of misled efforts to delight customers. In Part 1 we cover: The difference between customer driven vs. customer centric The shift from the industrial economy to the experience economy Why we are “inhaling exhaust and expecting to get oxygen afterwards" Why CX leaders understand the power of unconscious need Be sure to lis...2023-04-0646 min
The Delighted Customers Podcast with Mark SlatinA Five Step Model to Earn Customer Loyalty with Mark Slatin & Patty SoltisA Five Step Model to Earn Customer Loyalty with Mark Slatin I’ve interviewed some of the legends in customer experience on The Delighted Customers Podcast but this episode will be a twist! In this episode, Patty Soltis, CCXP, and a leader of Patient Experience at The Moffitt Cancer Center, turns the tables and interviews ME! It was fun to be on the other side of the table and share why CX is the growth engine for businesses. In this...2023-03-3032 min
The Delighted Customers Podcast with Mark SlatinUsing the Right Data To Improve Your Customer’s Experience with Sami NuwarSami Nuwar got his start as a researcher and evolved to a CX leader at Verizon before shifting to Medallia, a VoC software company that designs solutions for businesses. It won’t take you long to recognize the depth of Sami’s wisdom. With all the talk about AI and machine learning, Sami talks about a very straightforward approach to using data to drive customer loyalty. In this episode we discuss: The rational and emotional sides of data Why loyalty overal...2023-03-2346 min
The Delighted Customers Podcast with Mark SlatinThe Intersection of Customer Success and Customer Experience with Adrian Brady-Cesana, CXO, CX ChroniclesThe Intersection of Customer Success and Customer Experience with Adrian Brady-Cesana, CXO, CX Chronicles Adrian spent his early years in Manhattan, helping launch Saas startups in a fast-paced environment. He learned a lot of valuable lessons through the school of hard knocks and he shares some of that wisdom with us on this episode. We cover a lot of ground and some of the highlights include: Customer Success vs. Customer Experience What’s the biggest side benefit of investing in CX? Why is adoption so crit...2023-03-1637 min
The Delighted Customers Podcast with Mark SlatinWhy AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard OwenWhy AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard Owen Richard Owen is an innovator. The former CEO of Satmetrix, who helped Fred Reichheld elevate Net Promoter Score to become the world’s most popular customer loyalty metric, is innovating again. Richard is the CEO of OCX Cognition, a newly formed technology company with the aim of disrupting the status quo in the customer experience world. In this episode we discuss: ...2023-03-0933 min
The Delighted Customers Podcast with Mark SlatinThe Do’s and Don’t of an Impactful Customer Experience Discipline with Bob Azman, CCXPThe Do’s and Don’t of an Impactful Customer Experience Discipline with Bob Azman Bob is a CX veteran. He’s been around long enough to know what works and what doesn’t. In this episode he helps you accelerate the path to delighting customers as we discuss: His mountaintops and potholes The difference between behavioral vs. skill training The importance of a strategic envelope around technology Where corporate social responsibility intersects CX Meet Bob Bob Azman is the Chief Custo...2023-03-0239 min
The Delighted Customers Podcast with Mark SlatinWinning Stakeholder Support: The “Daisy Chain Strategy” with Roxie Strohmenger, CCXPWinning Stakeholder Support: The “Daisy Chain Strategy” with Roxie Strohmenger, CCXP What are the first steps in leading a customer experience practice in any organization? Roxie Strohmenger, CCXP, VP of CX Strategy at UKG, shares her thoughts about how she applied her deep knowledge of psychology and research to accelerate CX success at one of the world's largest HR software companies. Roxie co-architected the CX Index™ during her 13 years at Forrester Research. She is a CX thought leader and currently serves as the Board Treasurer on the CXPA. We...2023-02-2349 min
The Delighted Customers Podcast with Mark SlatinWhat Leaders Must do Today to Compete in the Future with Bill StaikosWhat Leaders Must do Today to Compete in the Future Bill Staikos is a CX thought leader and futurist. Bill shares his thoughts on the big misses and the right path for business leaders when it comes to building the customer experience as a part of their culture. Bill talks about the intersection between technology and customer experience. He shares what will separate the future winners. In this episode we cover: Avoiding the survey break-fix tra...2023-02-1643 min
Business Transformation Pitch with The CX GoalkeeperOrchestrating Customer Experience in Business with Mark SlatinThe CX Goalkeeper had the great opportunity to interview Mark Slatin LinkedIn Headline: Empowering mid-size financial service leaders to turn indifferent customers into loyal fans Highlights: 00:00 Game Start 00:36 Mark's introduction 02:47 Mark's values 04:34 The global CX field 07:17 The biggest challenges that CX leaders are facing 09:37 Cultural Change 12:50 Support from the Top Mgmt 15:40 Employee Engagement 19:13 Breaking Silos 22:33 Meeting in a box 30:28 The future of CX 35:06 Book Suggestion 36:06 Contact Details 36:45...2023-02-1339 min
The Delighted Customers Podcast with Mark SlatinThe Blueprint for Customer Obsession with author Marbue BrownMarbue Brown believes companies that focus on Customer Centricity are missing something. In his new book, Blueprint for Customer Obsession, he highlights why customer obsession strategies are what excel sustainable business results. In this episode he shares: The difference between Customer Obsession and Customer Centricity The benefits of adopting customer obsession as a strategy If and how Southwest Airlines can recover from their recent troubles Marbue Brown Bio: Marbue Brown is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies o...2023-02-0943 min
The Delighted Customers Podcast with Mark SlatinDisrupting the C-Suite with Kathy van de Laar, CCXPDisrupting the C Suite with Kathy van de Laar ‖, Founder, EarlyBridge Summary Kathy is a Certified Customer Experience Professional and strategy expert. Gaining C-Suite support is one of the biggest challenges for customer experience success. In this episode she shares: The “Blank Brown Paper” story Why leadership is the catalyst for customer centricity How to engage reluctant leaders When to take emotional risks with leaders Bio Kathy van de Laar Kathy van de Laar, CCXP, works at the crossroads of customer experience and organizational development. She is founder of EarlyBridge, a bureau focused on mobil...2023-02-0239 min
The Delighted Customers Podcast with Mark SlatinFred Reichheld: What’s the Pioneering Edge for Today’s CX Leaders according to the NPS CreatorWhat’s the Pioneering Edge for Today’s CX Leaders according to NPS Creator, Fred Reichheld? There’s so much to unpack in this episode: Fred shares about a personal vulnerability What’s the right way to listen to customers? What is the huge mistake companies make relative to referrals? How do you know if you’ve won or lost? What is financial capitalism and why should it die? What’s on the pioneering edge today for CX leading companies? Will Southwest Airlines recover? And a ton more! Fred Reichheld Bio FRED REICHHE...2023-01-2647 min
The Delighted Customers Podcast with Mark SlatinHow Leaders Can Leverage Video to Improve CX and EX - Rose Bentley, CEO, QumuHow Leaders Can Leverage Video to Improve CX and EX - Rose Bentley, CEO, Qumu Video in business is here to stay. The question is how to best leverage it to engage employees and customers to improve their experience? On this episode: Qumu CEO and President Rose Bentley shares how you can best leverage technology to make deeper connections with your employees and customers. She shares the specific role video plays and doesn’t play in an organization She talks about how she uses video in her role as C...2023-01-1926 min
The Delighted Customers Podcast with Mark SlatinPt. 2 - Measuring and Managing Customer Loyalty in a Digital World with Rob Markey, Bain & Co.Part 2 of 2 Predictive NPS - How Loyalty Measurement is Changing with Rob Markey A powerful, insightful, revealing interview so packed with gems that I had to break it into two parts! Rob Markey is the Co-Inventor of the Net Promoter System and the Co-Author of The Ultimate Question 2.0. In Part 2 (this episode): We discuss: Rob’s definition of customer experience The impact of digital transformation on CX Why and how NPS will still pl...2023-01-1245 min
The Delighted Customers Podcast with Mark SlatinPt. 1 - The Room Where It Happened: The Net Promoter Backstory with Rob Markey, Bain & Co.Rob Markey on the Delighted Customers Podcast Part 1 of 2 What would you expect from one of the top CX thought leaders in the world? A powerful, insightful, revealing interview so packed with gems that I had to break it into two parts! Rob Markey is the Co-Inventor of the Net Promoter System and the Co-Author of The Ultimate Question 2.0. In Part 1 (this episode): We discuss: Loyalty levers to pull in a down economy How loyalty leaders can excel in a recession Why Rob initially rejected a single q...2023-01-0530 min
The Delighted Customers Podcast with Mark SlatinFrom Hopkins Researcher to CX Pro - Brittany Knox, Blue Cross Blue Shield of MichiganI caught up with Brittany Knox at MSU’s CXM 360 Conference. Brittany is a graduate student in MSU’s Masters of Science in Customer Experience Management. She’s also a Project Consultant at BCBS of Michigan. In this episode, she shares: The benefits of walking in the shoes of the employee who is serving BCBS members The importance of looking at customer pain points holistically to determine root causes Why she was led to background enroll in the MSU CXM program although she was a researc...2022-12-2924 min
The Delighted Customers Podcast with Mark SlatinThe Role of Perception and Expectations in Customer Experience, Gary David, PhD, Bentley UniversityThe Role of Perception and Expectations in Customer Experience This episode is definitely different! Gary David, PhD, is a professor of sociology and a conversational analyst. On this episode: What his dissertation research at an immigrant-owned liquor store in downtown Detroit taught him about making emotional connections despite contentious social constructs We take a look at the role expectations play in the customer experience and how those expectations are not just formed by a customer’s experience with your brand. We look at “the collective,” how our exp...2022-12-2248 min
The Delighted Customers Podcast with Mark SlatinITMs: Virtual, with a Human Touch, Carla Higgins, SVP, Director of CX, CNB BankCarla Higgins has made a career in the banking industry and held many positions. She knows banking from the inside out. Today we talk about the evolution of banking and how Covid accelerated the rollout of ITM’s and how they may be a cost effective alternative to the traditional brick and mortar model. She breaks down the Interactive Teller Machines: What problem do they solve? How can they improve the customer experience? How can they reduce operating costs? What resistance did she experience? And the question burning in everyone’s mind - is there...2022-12-1547 min
The Delighted Customers Podcast with Mark SlatinDemystifying the Human Experience, Bruce Temkin, Head of the XM InstituteToday I talked to Bruce Temkin, speaker, thought leader, and a customer experience legend. Bruce co-founded the Customer Experience Professionals Association in 2011 and currently serves as the Head of the XM Institute. Bruce shared his thoughts on some important topics that can help empower your customer experience efforts: Bruce’s transition from submarine engineer to CRM researcher at Forrester and the early days of the customer experience movement. A true story of Bruce enlightening two Australian retail executives on why CX is a must despite their current success. The ROI of CX explained philosophically an...2022-12-0849 min
The Delighted Customers Podcast with Mark SlatinBreaking Down Departmental Silos to Improve CX - Risa Lovell, Farm Credit InsuranceRisa Lovell, Director of Property and Casualty Customer Service at Farm Bureau Insurance joins us from the MSU Hotel and Conference Center at the first in-person episode of The Delighted Customers Podcast. Risa shares some helpful insights: How Farm Bureau Insurance lives their mission to give back to the community How she broke down silos and looked through the customers lens to improve CX in the contact center Why she chose to pursue her Masters of Science in Customer Experience Management at MSU Risa Lovell 2022-12-0121 min
The Delighted Customers Podcast with Mark SlatinPt. 2 - Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of Wharton Pt.This episode is part 2 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, Dr. Peter Fader. We will talk about how his new book may revolutionize the way Wall Street looks at what a company is actually worth based not on traditional financial metrics alone but the overall health of it’s customers. At some companies, it’s already starting to happen. He challenges leaders who spend countless hours looking at traditional financial statements without understanding the health of their customer base. In this episode we will break down The...2022-11-0629 min
The Delighted Customers Podcast with Mark SlatinPt. 1. - Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of WhartonThis episode is part 1 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, at the University of Pennsylvania, Dr. Peter Fader. We will talk about how his new book may revolutionize the way Wall Street looks at what a company is actually worth based not on traditional financial metrics alone but the overall health of it’s customers. At some companies, it’s already starting to happen. He challenges leaders who spend countless hours looking at traditional financial statements without understanding the health of their customer base. In this...2022-10-2730 min
The Delighted Customers Podcast with Mark SlatinDelivering Happiness 2.0 with Alex Genov, Head of Customer Research at ZapposDelivering Happiness 2.0 - Behind the Scenes Look at Zappos with Head of Customer Research, Alex Genov In 2009, Amazon bought a start up shoe company that broke the mold by selling entirely over the internet . It differentiated solely on customer service. The legendary stories of their obsession with #DeliveringHappiness (CEO Tony Hsieh's bestseller) shifted paradigms. Amazon paid for $2.1billion for Zappos. Zappos is very much thriving today and poised for the next stage of its adventure. Join us for a fascinating peek into the world of innovation and "meaningful culture" in...2022-10-201h 16
The Delighted Customers Podcast with Mark SlatinCX Week Special Edition: Gaining Executive Support & CXPA Benefits with Board Chair Nancy PorteIn celebration of CX Week this episode features Nancy Porte, Chair, Board of Directors, CXPA. Nancy discusses 3 important topics: 1. Why gaining the support of executives is critical and how you might go about achieving that. 2. Why CX professionals and those considering the profession might want to join the Customer Experience Professionals Association. 3. On a more personal note - Nancy shares her work in support of disadvantaged children and teens where she serves on the Board of the Children's Village. She also talks about how she applies customer experience principles to help ope...2022-10-1350 min
The Delighted Customers Podcast with Mark SlatinCX Week Special Edition: How CXPA is a Differentiator for CX Professionals with the CEO, Greg MeliaIn celebration of CX week, my special guest, CXPA CEO Greg Melia talks about how he ended up becoming the first full time CEO of CXPA and why the organization helps CX professionals differentiate their careers by joining and engaging in the organization. He also shares the new CX Book of Knowledge and shares a "sneak peek on what's on the horizon that will be a significant benefit to members. Contact me if: You have feedback you'd like to share about the podcast You would like to be a guest on the show You...2022-10-0636 min
The Delighted Customers Podcast with Mark SlatinDesigning Digital Transformation to Improve CX with HP's Jaya SudarshanThe race to digital transformation was accelerated by the pandemic. Many organizations have invested time and money and have little to show for it. Jaya Sudarshan shares the secret to blending the right combination of digital improvements to an improved customer experience. She also emphasizes the importance of designing experiences with an awareness of different country cultures. From the difference in dust levels, electricity portals, and personal applications, she shares how experience design plays out at HP. Jaya also shares her mountaintop moments and pothole realities that help appreciate the journey of delivering outstanding experiences con...2022-09-2946 min
The Delighted Customers Podcast with Mark SlatinBuilding Trust with Key Stakeholders - Author Charles H. GreenTrust. Isn't that one of those soft, touchy-feely words? In today's word of digital transformation, isn't people skills so...yesterday? From someone who walked the walk as a CX practitioner, one of the most critical skills is the ability to influence - without positional power. The ability to build trust with key stakeholders is a golden asset for any business leader but it's essential for a CX or EX leader! How Do You Build Trust with Key Stakeholders? My guest on this episode of the Delighted Customers Po...2022-09-2247 min
The Delighted Customers Podcast with Mark SlatinThe First Ever Degree in Customer Experience Management - Dr. Tom DeWitt, MSU ProfessorDr. Tom DeWitt, trailblazer and Director of CXM@MSU, talks about why it was time to launch a Masters of Science in Customer Experience Management (CXM) at Michigan State University. He shares some powerful realities about why companies should lead with a customer experience strategy and how this program can close the gap by preparing leaders to lead CX at the C-level. If you are thinking about advancing your education and you're a CX practitioner, or if you are an employer interesting in preparing leaders to contribute to revenue growth by earning customer lo...2022-09-1535 min
The Delighted Customers Podcast with Mark SlatinEngaging Employees for Outstanding Customer Experiences with Stacey Nevel, CCXPIn this episode, my guest Stacey Nevel gives practical tips on how to engage employees and avoid some of the most common mistakes that negatively impact employee engagement. Have a clear purpose and align your team to that mission is the first step. She provides illustrations of how to do that and steps that winning organizations take to ensure congruence between corporate strategy and how it's lived in the organization's culture. Ultimately, engaged employees drive customer loyalty, retention, profitability, forgiveness, and referrals. She also shares an interesting story about how linemen in a uti...2022-09-0849 min
The Delighted Customers Podcast with Mark SlatinDesign Thinking with Diane Magers, CCXPCustomer friction can lead to customer defection. Often, companies attempt to fix their customer's pain with a short term solution. Diane defines design thinking and why it's a different approach that starts with putting your customer in the center. She also shares what led her from a career as a clinical psychologist, supporting those dealing with death and dying, into the world of customer experience management. What caused her to career to change trajectories may surprise you. Meet Diane Diane Magers, CCXP (Certified Customer Experience Professional), MS, MBA She's the Founder and C...2022-09-0134 min
The Delighted Customers Podcast with Mark SlatinFrom Impressed to Obsessed - Author Jon PicoultJon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans. Excellence is never an accident. Jon brilliantly pulls the curtain back on proven methods to fundamentally change the way you think about creating a successful, beloved business. Jon Picoult shared practical and proven principles from his new book From Impressed to Obsessed in this episode. We talk about real world challenges for CX leaders and what cognitive science implies about where organizations go wrong and what leaders can do about it. Meet Jon Jon...2022-08-2547 min