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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

48:04

The Digital First Customer Experience with...

The Delighted Customers Podcast with Mark Slatin ·

2023/08/03

Joe 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

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39:05

Creating Magical Moments for Kids Using Experience...

The Delighted Customers Podcast with Mark Slatin ·

2023/07/27

"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

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49:29

Joe Pine: The Origin of "Customer Experience," The...

The Delighted Customers Podcast with Mark Slatin ·

2023/07/20

Joe 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

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51:40

How Do We Activate Employees to Deliver “Consistently...

The Delighted Customers Podcast with Mark Slatin ·

2023/07/08

“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

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48:21

How to Know Which Levers to Pull for CX...

The Delighted Customers Podcast with Mark Slatin ·

2023/07/06

Most 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

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49:41

Why Employees' Mental Health is Critical to CX and...

The Delighted Customers Podcast with Mark Slatin ·

2023/06/29

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

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43:22

The ROI of CX and Drivers of Success with Augie Ray,...

The Delighted Customers Podcast with Mark Slatin ·

2023/06/22

Augie 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

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56:36

The Art and Science of Customer Surveys - With Martha...

The Delighted Customers Podcast with Mark Slatin ·

2023/06/15

We’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

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33:04

The Biggest Obstacles to Successful Change...

The Delighted Customers Podcast with Mark Slatin ·

2023/06/08

What 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

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41:18

The 5 Leadership SUPERPOWERS with Jay Weiser

The Delighted Customers Podcast with Mark Slatin ·

2023/06/01

The 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

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38:23

Why do most surveys fail to get results? with Rick...

The Delighted Customers Podcast with Mark Slatin ·

2023/05/25

Why 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

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34:13

Applying Lessons from Football (Soccer) to Customer...

The Delighted Customers Podcast with Mark Slatin ·

2023/05/18

What 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

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55:24

"The Evolution of CX at Walgreens with Danielle...

The Delighted Customers Podcast with Mark Slatin ·

2023/05/11

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

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43:07

Understanding Intrinsic and External Motivators to...

The Delighted Customers Podcast with Mark Slatin ·

2023/05/04

Greg 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

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40:52

The "Customer Chair": The Power of Storytelling,...

The Delighted Customers Podcast with Mark Slatin ·

2023/04/27

The 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

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36:55

You Got the CX Leader Job, Now What? with Allison...

The Delighted Customers Podcast with Mark Slatin ·

2023/04/20

You 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

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01:04:23

Pt. 2 - Lou Carbone, the Father of Experience Management

The Delighted Customers Podcast with Mark Slatin ·

2023/04/13

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 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 Lou Lou Carbone is

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19:42

Special Edition: Update from Greg Melia, CEO, CXPA

The Delighted Customers Podcast with Mark Slatin ·

2023/04/07

Special 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

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46:44

Pt. 1 - Lou Carbone, the Father of Experience Management

The Delighted Customers Podcast with Mark Slatin ·

2023/04/06

A 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

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32:14

A Five Step Model to Earn Customer Loyalty with Mark...

The Delighted Customers Podcast with Mark Slatin ·

2023/03/30

A 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 episode: What does it mean to empower my clients? Why

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189 results

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