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PODCAST

The Delighted Customers Podcast with Mark Slatin

The Delighted Customers Podcast is about trust. Hosted by Mark Slatin, the show helps CX leaders become trusted guides—earning executive confidence, influencing decisions, and leading change that sticks. Episodes focus on turning insight into credibility, building CX roadmaps leaders support, and navigating the realities of organizational influence for experienced CX professionals.

business management

All Episodes

50:03

The Wheel of Progress: Designing Experiences Based on...

The Delighted Customers Podcast with Mark Slatin ·

2023/12/28

Eckhart climbed through the ranks at Microsoft leveraging his background as an industrial engineer turned customer experience maestro. He sheds light on the transformative "jobs to be done" concept and how understanding the true gains, pains, and solutions can revolutionize how we approach customer satisfaction. We’ll also hear how Eckhart's method veers away from traditional journey maps to dissect the full 360-cycle of customer progress. With a deep dive into a real-world case study, we'll see

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45:56

Secrets to Success with Chick-fil-A Leader Elizabeth...

The Delighted Customers Podcast with Mark Slatin ·

2023/12/21

Elizabeth's professional journey is a tapestry woven with innovation, creativity, and dedication to enhancing the customer experience. With a career spanning over 18 years, including a significant tenure at the esteemed Chick-fil-A, Elizabeth's expertise has been sought after by illustrious brands such as Disney, Gap, and YMCA, as well as the Cooper Aerobics Center. As a serial entrepreneur, Elizabeth couples her business acumen with her artistic flair, notably stepping into the world of fashion

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18:53

Engaging Customers Throughout Their Lifecycle: Key...

The Delighted Customers Podcast with Mark Slatin ·

2023/12/14

One of my favorite stories is The Fisherman's Dilemma. It's a tale of an angler who wants to bring a treasure trove of fish home to his loving wife and family. Although he uses every strategy and tactic, he discovers a whole in the bottom of the net. Regardless of his harvest, the hole stole his bounty. Customer acquisition is an important first step for organizations to prosper. But much like the fisherman in the story, unless you've got a strategy to engage customers beyond their initial

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47:15

The Alien and Clark Kent: Demystifying CX Leadership...

The Delighted Customers Podcast with Mark Slatin ·

2023/12/07

What if you 1 in 4 Americans relied on the experience you led? 60,000,000 Americans rely on AAA for their roadside assistance when things don't go as planned. Bryan Sander, CCXP MBA, leads customer experience for AAA and joins me on the Delighted Customers Podcast (episode will drop tomorrow). Bryan's advice for CX leaders interested in strategies for growing credibility? He's assembled a CX team of over people helping AAA deliver outstanding and consistently good experiences to their

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49:32

How Emotions and Memory Shape Business Outcomes with...

The Delighted Customers Podcast with Mark Slatin ·

2023/11/30

Colin Shaw is one of the original CX thought leaders and podcast host. He brings a fresh perspective to what drives customer loyalty and the "why" behind loyalty. He predicts memory maps will replace journey maps because of the difference between our experiencing-self and our remembering-self. This episode is packed with insights that leaders can use immediately including: Colin Shaw is one of the original CX thought leaders and has authored seven bestselling books on customer experience. He

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27:13

Managing the Sludge Caused by "Red Tape" that Impacts...

The Delighted Customers Podcast with Mark Slatin ·

2023/11/17

Dr. Stephanie Thum knows a thing or two about red tape. In fact, she just got her PhD in Red Tape Theory! In this episode, she provides a fresh perspective, discussing the pros and cons of red tape, and its elusive cousins, green and pink tape. Using these insights, we explore how these nuances can greatly impact customer experience and employees' engagement. In this episode: Red tape holds complexities: It has both its virtues, such as providing structure and thwarting fraud, but it can also

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21:00

Creating Emotional Connections: The Power of Loyalty...

The Delighted Customers Podcast with Mark Slatin ·

2023/11/09

Customer loyalty is the currency that sustains growth in almost any company. It means better business outcomes in key metrics like: Increased Revenues More Referrals Lower Cost to Serve Fewer Complaints Greater Forgiveness and much more. The question Valerie Peck, long time CX luminary, thought leader, and Managing Director of SuiteCX and I explore is what role do loyalty programs play and what role should they play in earning customer loyalty that's more than transactional. In this episode,

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40:19

The Four Factors of Trust: How Organizations Can Earn...

The Delighted Customers Podcast with Mark Slatin ·

2023/11/02

Did 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

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49:51

A Candid Discussion About the CX Profession with Ian...

The Delighted Customers Podcast with Mark Slatin ·

2023/10/25

Ian Golding ought to know a thing or two about the CX profession. He was a founding member of the Customer Experience Professionals Association (CXPA) and the very first Certified Customer Experience Professional (CCXP). He's the author of Customer What?, Keynote Speaker, and writer. He's written over 600 articles on CX and hosts International Customer Experience Awards all over the world. This episode is different because we didn't have any set agenda of what to talk about. We just

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15:24

Elevating CX Leadership with the MSU MS CXM Degree...

The Delighted Customers Podcast with Mark Slatin ·

2023/10/17

I am thrilled to have had the opportunity to interview Tom DeWitt, the creator of the groundbreaking MSU CXM Masters of Science program, on my podcast. This program is the first of its kind, offering a comprehensive and in-depth curriculum for professionals in the field of customer experience management. Key Takeaways from the interview: 1️⃣ Bridging the skills gap: The MSU CXM Masters program was created to address the fragmented nature of the industry and provide professionals with the broad

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41:33

Preventing Defection: Innovative CX Strategies for...

The Delighted Customers Podcast with Mark Slatin ·

2023/10/12

In 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

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36:05

The Virtues and Values of Trust in Business, Part 2...

The Delighted Customers Podcast with Mark Slatin ·

2023/10/05

The Virtues and Values of Trust in Business, Part 2 of 2 with author Andrea Howe In Part 1, Andrea introduced the Trust Equation and how we, as leaders, can apply it to become more trustworthy. In this episode we delve in to some real world examples to consider how the values (applied individually) and virtues (applied institutionally) to earn trust and deepen loyalty. In addition, this episode includes: - The story of a SaaS company breaks trust and how to avoid the same pitfalls - How building

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32:02

Decoding Trust: The Complex Meaning and Importance of...

The Delighted Customers Podcast with Mark Slatin ·

2023/09/28

“Focus on what you tend to neglect” Andrea Howe, CEO, Author, Guest on The Delighted Customers Podcast Trust is the centerpiece of influencing others, of making real change happen. There's no one better to learn from than Andrea Howe, who is not only a trust expert, but she’s the co-author, The Trusted Advisor Fieldbook and the CEO of The Get Real Project. She’s led learning programs and consulted with big companies like Accenture, Deloitte, and Price Waterhouse Coopers, as well as boutique

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46:35

Storytelling for CX Leaders: Revealing More Than...

The Delighted Customers Podcast with Mark Slatin ·

2023/09/21

Storytelling is a critical skill for any leader but most of us struggle with how to do influence others. This episode will be unlike any other for several reasons: 1. Filling in the Blanks filmmaker, Jon Baime shares his secrets of applying the art and science of storytelling with the CX leader in mind 2. The documentary Jon shares is both shocking and captivating and reveals a long held family secret of his. 3. It also reveals a long held family secret of mine - yes, I'm in the film. Jon

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36:58

The Art and Science of Business Storytelling:...

The Delighted Customers Podcast with Mark Slatin ·

2023/09/14

In 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

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13:51

The Secret to Building Trust with Customers, Part 3 of 3

The Delighted Customers Podcast with Mark Slatin ·

2023/09/07

How 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:

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16:41

The Trust Equation: The Secret to Trust Building,...

The Delighted Customers Podcast with Mark Slatin ·

2023/08/31

Trust 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

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10:35

The Fisherman’s Dilemma & Three Types of Loyalty,...

The Delighted Customers Podcast with Mark Slatin ·

2023/08/26

We 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

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51:56

Unleashing the Power of Customer Obsession: Amazon's...

The Delighted Customers Podcast with Mark Slatin ·

2023/08/17

Amazon 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

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49:52

The Intersection of Customer Experience and Change...

The Delighted Customers Podcast with Mark Slatin ·

2023/08/10

Change 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

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