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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

33:05

#143 The Bravery Effect: Lessons from a Marine and...

The Delighted Customers Podcast with Mark Slatin ·

2025/07/10

What if the very thing holding you and your team back from success isn’t a lack of skills or resources—but fear itself? How could learning to face what’s uncomfortable actually unlock your best results, greater job satisfaction, and even more meaningful customer experiences? In this episode of the Delighted Customers podcast, I dive deep with Jill Schulman, Marine Corps veteran, leadership consultant, and author of The Bravery Effect. Together, we explore how the ability to be brave—especially in

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30:36

#142 Leadership Blind Spots and How to Avoid Them

The Delighted Customers Podcast with Mark Slatin ·

2025/07/03

What 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

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30:25

#141 Designing for Trust: Building Confidence from...

The Delighted Customers Podcast with Mark Slatin ·

2025/06/26

What 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

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30:09

#140 Measuring the True Cost of Negative Customer...

The Delighted Customers Podcast with Mark Slatin ·

2025/06/19

What if negative customer experiences matter more than you think—impacting your bottom line far beyond any single complaint or glowing review? In the latest episode of the Delighted Customers podcast, we dive into why negative experiences carry outsized influence on customer loyalty and business revenue. Many leaders mistakenly chase the most frequent irritants, but as our guest explains, it’s not about quantity—it’s about which problems have the greatest financial impact. If you're a CX leader

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33:24

#139 Client Onboarding and The Trust Equation - Part...

The Delighted Customers Podcast with Mark Slatin ·

2025/06/12

What’s the secret to building unshakeable trust with your customers—especially when you’re not face-to-face and your product passes through layers before it ever reaches the end user? That question has been top of mind for me, and it’s exactly why I was so excited to sit down with Lisa Schwartz, Chief Operating Officer of Mathematica, on the latest episode of the Delighted Customers podcast. If you’ve ever wondered how trust really forms—not just in simple transactions, but in complex relationships

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31:24

#138 Client Onboarding and The Trust Equation-Part 1...

The Delighted Customers Podcast with Mark Slatin ·

2025/06/05

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

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33:21

#137 From Oprah to Branson: 5 Celebrity Archetypes...

The Delighted Customers Podcast with Mark Slatin ·

2025/05/28

What 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

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17:22

#136 Beyond Tools & Tactics: "Becoming a Trusted...

The Delighted Customers Podcast with Mark Slatin ·

2025/05/22

Are 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

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30:44

#135 Emotional Imprinting and the Future of...

The Delighted Customers Podcast with Mark Slatin ·

2025/05/15

Join 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

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30:19

#134 "It's Not About the Coffee": A Starbucks...

The Delighted Customers Podcast with Mark Slatin ·

2025/05/08

"It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX Join us for an insightful conversation with Howard Behar, a pivotal figure in Starbucks' legendary growth. As the President of Starbucks North America and the founding President of Starbucks International for 21 years, Howard participated in the company's expansion from just 28 stores to over 15,000. He also served on the Starbucks board of directors for 12 years before retiring. He's also authored two

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29:28

#133 Future of Agentic AI: Transforming Customer...

The Delighted Customers Podcast with Mark Slatin ·

2025/05/01

What 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

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30:28

#132 David vs. Goliath: Competing with the Big Banks...

The Delighted Customers Podcast with Mark Slatin ·

2025/04/24

What 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

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38:34

#131 Humanity at Scale: Bruce Temkin’s Vision for the...

The Delighted Customers Podcast with Mark Slatin ·

2025/04/17

Join us for a compelling conversation with Bruce Temkin, a true pioneer in the world of customer experience (CX) and the co-founder of the Customer Experience Professionals Association (CXPA), the founder of the XM Institute at Qualtrics, and now, head of Humanity at Scale. In this episode, Bruce shares his journey from shaping the foundations of CX to launching a bold new initiative focused on helping leaders drive sustainable success by putting people first. We dive into Bruce’s unique approach to

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26:56

#130 The Power of Referrals: A Classic Episode Revisited

The Delighted Customers Podcast with Mark Slatin ·

2025/04/10

Fred Reichheld is an expert on customer loyalty and a legend in the world of customer experience management. He and his "co-pilot" Rob Markey, created Net Promoter System, arguably one of the most used loyalty metrics in the world. He shared so many gems in our conversation that I decided to produce this edited version as a sort of "greatest hits" episode. In this episode: Why did Fred feel a sense of urgency to write his book, "Winning on Purpose"? Fred shares a personal story about receiving

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15:01

#129 First Look: AI Hosts Dive into the Trusted Guide...

The Delighted Customers Podcast with Mark Slatin ·

2025/04/04

Ok, this one is a bit different. I've been asked many times over for a sampling of The Trusted Guide Roadmap™ Master Class and really couldn't share a nice condensed slice of it...until now. It was quite by accident. I used an AI tool that automated two virtual hosts, I'm calling them Abe (A) and Ivy (I), who took much of the material from a recent asynchronous course and with a press of a button, converted it into an 11-minute podcast episode! I thought, 'Wow, this is so interesting...maybe

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24:03

#128 Navigating the Power Core: A Strategic Approach...

The Delighted Customers Podcast with Mark Slatin ·

2025/03/27

Navigating the Power Core: A Strategic Approach to Customer Experience Join us as we dive deep into the world of customer experience with Shelly Chandler, a seasoned CX strategist with 25 years of experience across B2B and B2C industries. In this eye-opening episode, Shelly shares her journey from banking to diverse sectors, offering unique perspectives on leading CX transformation from within the product realm. Discover why aligning with your organization's "Power Core" is crucial for CX success,

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32:54

#127 Balancing AI and Human Interactions

The Delighted Customers Podcast with Mark Slatin ·

2025/03/21

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

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35:20

#126 Conquer Churn with Journey Mapping: Strategies...

The Delighted Customers Podcast with Mark Slatin ·

2025/03/13

Ania Rodriguez was trained as an engineer. She is Founder and CEO of JourneyTrack and a self-made entrepreneur. Anya's insights into modernizing journey mapping and reducing customer churn offer groundbreaking, actionable strategies for any organization interested in elevating customer experiences. Ania shares how journey mapping has evolved into a powerful tool for leaders to drive business outcomes: Discover how Anya Rodriguez transformed the CX landscape by moving from outdated manual methods

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42:23

#125 Inside LinkedIn: Designing Value for Members and...

The Delighted Customers Podcast with Mark Slatin ·

2025/03/06

Are you on LinkedIn? Ever wondered how LinkedIn keeps its users engaged and loyal? Join us for an insider's view of the platform that drives business networking. Unpacking Value Creation: Sam Stern delves into the importance of distinguishing between LinkedIn users—members versus customers. He explains how this differentiation impacts the value each group gets from the platform, ensuring a balance between the needs of paying customers and non-paying members. Continuous Evolution: LinkedIn is

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35:06

The Secret Ingredient to Customer Delight

The Delighted Customers Podcast with Mark Slatin ·

2025/02/27

Do 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

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189 results

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