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PODCAST

The Delighted Customers Podcast with Mark Slatin

Mark Slatin | The Agile Brand

Welcome to The Delighted Customers Podcast — your go-to resource for practical insights and thought leadership in leadership, change management, and customer experience. Ranked among Apple"s Top 20 in U.S. Management and featured in Forbes, we deliver expert tips and inspiring stories to help you lead with impact and drive meaningful change.

business management

All Episodes

38:40

#162 Compassionomics in Action: Measurable Impact for...

The Delighted Customers Podcast with Mark Slatin ·

2025/11/20

What if just 40 seconds of genuine compassion could tangibly lower a cancer patient's anxiety—and what if this "wonder drug" holds the key not just for healthcare, but for every leader who wants to create more fulfilling workplaces and customer experiences? The impact of this question is profound. On this episode of the Delighted Customers podcast, I sat down with Dr. Stephen Trzeciak ("Dr. T"), whose groundbreaking research proves that compassion isn't just good for our conscience—it's

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30:42

#161 Navigating the Post-Truth Era: Building Brand...

The Delighted Customers Podcast with Mark Slatin ·

2025/11/13

Is it really possible to build trust with customers in a business landscape overflowing with misinformation and emotional volatility? That burning question is at the heart of my conversation with Michael Forsberg, Director of Client Experience at BrandTrust. In an era many call "post-truth," business leaders face steep challenges in distinguishing what's real from what's noise—especially when it comes to understanding their customers' motivations. Michael's work focuses on uncovering the human

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31:18

#160 Rethinking Valuation: Why Customer Metrics...

The Delighted Customers Podcast with Mark Slatin ·

2025/11/06

What if the financial metrics you rely on to measure your company's success are actually steering you away from long-term customer loyalty and sustainable growth? In our latest episode of the Delighted Customers podcast, live from Harvard Business School, I dive into this burning question with Rob Markey, professor at Harvard and seasoned veteran at Bain. Rob challenges the conventional wisdom around company valuation, urging us to look beyond the income statement and balance sheet, and instead,

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27:51

#159 The Serial Fixer Trap: Boundaries, Burnout, and...

The Delighted Customers Podcast with Mark Slatin ·

2025/10/30

Are you unknowingly sabotaging your own well-being at work—and at home—by trying to fix everyone else's problems? So many of us find purpose and validation in helping, supporting, and "solving" for others. But what happens when that good intention tips into burnout, resentment, and codependent relationships? In this episode, I dig into the hidden costs of being a "serial fixer" with my guest Leah Marone, whose new book offers a powerful wakeup call for leaders, parents, and anyone in a

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32:17

#158 The Art of Communication: Delivering Difficult...

The Delighted Customers Podcast with Mark Slatin ·

2025/10/23

Is it possible to deliver life-changing news—with compassion—without sacrificing precious time or the physician’s own well-being? It’s a burning question for healthcare professionals everywhere, and the impact of getting it right goes far beyond the exam room. Not only does compassionate communication ease patient anxiety and foster loyalty, but it also drives better outcomes, even in the face of a system that pressures doctors to prioritize speed and productivity (those infamous RVUs!). As the

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24:18

#157 The Anxious Generation

The Delighted Customers Podcast with Mark Slatin ·

2025/10/16

What happens to innovation, team dynamics, and trust in organizations when a significant portion of employees are emotionally fragile, risk-averse, and struggle with interpersonal interactions? In this episode of the Delighted Customers podcast, I dive into the profound impact of generational shifts on workplace culture, leadership, and customer experience. Drawing insight from the best-selling book, The Anxious Generation by Jonathan Haidt, my guest Charlie Green and I explore how Gen Z—shaped by

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23:19

#156 Turning Data Into CX Impact: Storytelling That...

The Delighted Customers Podcast with Mark Slatin ·

2025/10/09

What’s stopping CX leaders from turning mountains of customer data into executive-ready stories that prompt real change? In this episode, we dig deep into one of the most urgent—and often overlooked—challenges for customer experience (CX) teams: crafting compelling, actionable narratives from all that customer insight. Data is everywhere, but too often the dots just don’t get connected in a way that the C-suite cares about. The difference between a statistic and a strategic priority? It’s all in

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23:28

#155 The Evolving State of Customer Experience:...

The Delighted Customers Podcast with Mark Slatin ·

2025/10/02

What happens when a profession built on human insight faces a tidal wave of change—from evolving business demands to the rise of AI? How do CX leaders stay relevant and drive meaningful results in this new landscape? This episode digs deep into the shifting world of customer experience (CX) with Greg Melia, CEO of the Customer Experience Professionals Association (CXPA). I bring Greg back to the show because he sits at the epicenter of the profession’s evolution, witnessing firsthand how CX is

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29:09

#154 How Political Extremes Shape Customer Loyalty...

The Delighted Customers Podcast with Mark Slatin ·

2025/09/25

What drives customers to cling fiercely to a brand, even when it means paying more or overlooking problems others wouldn’t forgive? Is our political identity quietly fueling a new kind of “super loyalty” that’s transforming customer behavior, for better or worse? In this episode of the Delighted Customers podcast, I dive into these burning questions with my returning guest, Dr. Forrest Morgeson, associate professor, researcher, and interim chairperson of the Marketing Department at Michigan State

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34:35

#153 Navigating Crisis with Integrity: Strategies for...

The Delighted Customers Podcast with Mark Slatin ·

2025/09/18

What happens when your company’s reputation—and your customers’ trust—hangs by a thread? Are you ready for a moment when a crisis isn’t just possible, but inevitable? In this episode, I dive deep into one of the most critical topics for today’s leaders: how strategy, communication, and integrity intersect to protect (and sometimes rebuild) your organization's trust in the face of crisis. When everything is on the line, understanding this intersection isn’t just important—it’s essential. The

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33:32

#152 Toyota’s Secret Weapon: Applying the A3 and...

The Delighted Customers Podcast with Mark Slatin ·

2025/09/11

What if the real secret to customer loyalty and transformation isn’t just about great ideas, but about how you build consensus within your organization—before you make a single move? Too often, even the smartest strategies can get derailed by resistance, misalignment, or simple miscommunication inside a company. That’s why I was eager to dig into the Japanese concept of "Nemawashi," a systematic approach to consensus-building that’s been central to Toyota’s legendary pursuit of customer delight and

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31:42

#151 The Generous Leader: 7 Ways to Give of Yourself...

The Delighted Customers Podcast with Mark Slatin ·

2025/09/04

What if the real secret to exceptional leadership isn’t control, charisma, or even performance—but generosity? Could the “soft stuff” like listening, empathy, and vulnerability truly drive the hardest results in business? In this episode of the Delighted Customers podcast, I dig into that very question with Joe Davis, legendary former Senior Partner at Boston Consulting Group, co-founder of BCG’s Washington D.C. office, and author of “The Generous Leader: Seven Ways to Give of Yourself for

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27:43

# 150 Delta’s AI Fare Experiment: Will Smart Pricing...

The Delighted Customers Podcast with Mark Slatin ·

2025/08/28

Is AI-powered personalized pricing the next frontier—or the next fiasco—for customer loyalty and corporate reputation? That’s the burning question I dive into with my guest, Dr. Peter Fader, on this episode of the Delighted Customers podcast. With Delta Air Lines rolling out AI-driven pricing and the world watching closely, the conversation takes a provocative turn: Should the C-suite pursue every possible drop of revenue if it risks alienating the very customers whose business it depends on? Dr

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27:40

#149 The Heart of Service: A Blueprint for Human...

The Delighted Customers Podcast with Mark Slatin ·

2025/08/21

What really makes customer service stick—not just as a business function, but as a transformative and human-centered experience—even in an era dominated by AI and automation? That’s the burning question I dig into with my guest on this episode of the Delighted Customers podcast. If you’ve ever wondered why some organizations continually miss the mark (even with technology at their fingertips), or why change management feels like an endless uphill battle, this conversation is for you. More than

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32:24

#148 Rethinking AI Strategy in Customer Experience

The Delighted Customers Podcast with Mark Slatin ·

2025/08/14

Is your business rushing into AI without really understanding how it fits into your strategy—or worse, letting “FOMO” drive your next big tech investment? On this episode of the Delighted Customers podcast, I challenge leaders to think beyond the hype and get real about the transformational (and sometimes risky) power of AI in delivering great customer experiences. With renowned customer experience innovator Bill Staikos as my guest, we dig into the strategic decisions today’s C-suite faces: not

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27:57

#147 Five Shoes for Change: Mastering Leadership...

The Delighted Customers Podcast with Mark Slatin ·

2025/08/07

What makes change so difficult—even for organizations that know change is inevitable and even necessary for growth? If we all agree that staying in our comfort zones holds us back, why do we continue to resist change—and what can leaders do to help teams navigate it better? In this episode of the Delighted Customers podcast, I sit down with Dennis Geelen, an accomplished author and consultant, to decode the human side of change management. We dive into strategies for easing transitions in workplaces

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34:31

#146 Balancing Agentic AI and Human Connection in the...

The Delighted Customers Podcast with Mark Slatin ·

2025/07/31

Is 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

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35:07

#145 Beyond the Hard Sell: The Evolution of Loyalty...

The Delighted Customers Podcast with Mark Slatin ·

2025/07/24

What 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

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33:10

#144 From Data to Dollars: How Customer Value Drives...

The Delighted Customers Podcast with Mark Slatin ·

2025/07/17

Is it time to finally admit that not all customers are created equal—and that treating them as if they are might be costing your business more than you realize? In this episode, I dig deep with Dan McCarthy, Associate Professor of Marketing at the University of Maryland and co-founder of Theta, to challenge one of the most hotly debated questions in customer experience: Should all customers be treated the same? Dan’s expertise in customer lifetime value (CLV) exposes a stark reality—most companies

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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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188 results

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