The Delighted Customers Podcast with Mark Slatin
Welcome to the Delighted Customers Podcast, your go-to resource for practical insights and thought leadership in enhancing customer experiences. Recently ranked in the top 20 on Apple’s Management charts in the US, we bring you discussions with top experts aimed at empowering leaders to elevate customer experience.
Episodes
"It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX
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 heig...
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 c...
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...
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:
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Why did Fred feel a sense of urgency to wr...
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...
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.
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 bus...
Ania Rodriguez was trained as an engineer. She is Founder and CEO of JourneyTrack and a self-made entrepreneur. Ania'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 Ania Rodrig...
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 payi...
How can leaders support their teams effectively without falling into the trap of fixing everything themselves?
Leah Marone is a psychotherapist with expertise in treating anxiety and mood disorders. She also works with athletes on performance anxiety issues, demonstrating her ability to understand and manage high-stress situations.
If you can relate, there are a ton of gems in this show, including:
- What are some of the problem...
Brad 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 importanc...
I'm thrilled to host Dr. Maxie Schmidt, a principal analyst at Forrester's Customer Experience Practice. Maxie is a global thought leader in CX measurement and value for customers, and she dives into the significance of customer value metrics. From how companies can effectively measure what their customers truly value, to the intricacies of trust and co-creation, Maxie offers unparalleled insights that are sure to challenge convent...
When 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 Peppe...
'Duh' was a common phase when I was an adolescent. Kids used it in a not-so-nice way to let the other person know that what they were stating was obvious.
In all of my years in customer experience management, it never occurred to me to consider the impact of partnerships on CX.
Read more
In this thought-provoking episode of the Delighted Customer Show, we are thrilled to welcome back Marbue Brown, the visionary founder and CEO of Customer Obsession Advantage. An authoritative voice in the intersection of AI and customer experience (CX), Marbu has recently contributed to the bestselling book, "The AI Mindset: Thriving in Civilization's Next Big Disruption."
Marbue discusses his chapter, "Transforming Customer Exper...
I'm excited to kick off season 3 with Rob Markey! It's his third time on the show, and I think you will see why I'm so excited about the insights he shares.
Rob is a Senior Lecturer at Harvard Business School and an Ad...
Dr. Forrest Morgeson, Interim Chairperson of the Marketing Department, Associate Professor in the Department of Marketing at Michigan State University, and former Director of Research at the American Customer Satisfaction Index (ACSI). With over two decades of rigorous research and numerous publications in top marketing journals, Dr. Morgeson shares his deep insights into the cyclical relationship between customer satisfaction and ...
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