The Delighted Customers Podcast with Mark Slatin
Episodes
#162 Compassionomics in Action: Measurable Impact for Business Leaders and Healthcare alike
20 Nov 2025
Contributed by Lukas
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 jus...
Introducing The Jordan Harbinger Show
20 Nov 2025
Contributed by Lukas
I would like to recommend The Jordan Harbinger Show. The show dives into the minds of some fascinating guests. I have become a regular listener and I...
#161 Navigating the Post-Truth Era: Building Brand Trust with Emotional Inquiry
13 Nov 2025
Contributed by Lukas
Is it really possible to build trust with customers in a business landscape overflowing with misinformation and emotional volatility? That burning q...
#160 Rethinking Valuation: Why Customer Metrics Matter More
06 Nov 2025
Contributed by Lukas
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 susta...
#159 The Serial Fixer Trap: Boundaries, Burnout, and Better Leadership
30 Oct 2025
Contributed by Lukas
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...
#158 The Art of Communication: Delivering Difficult News with Compassion
23 Oct 2025
Contributed by Lukas
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...
#157 The Anxious Generation
16 Oct 2025
Contributed by Lukas
What happens to innovation, team dynamics, and trust in organizations when a significant portion of employees are emotionally fragile, risk-averse, ...
#156 Turning Data Into CX Impact: Storytelling That Sticks
09 Oct 2025
Contributed by Lukas
What's stopping CX leaders from turning mountains of customer data into executive-ready stories that prompt real change? In this episode, we dig dee...
#155 The Evolving State of Customer Experience: Insights and Future Trends
02 Oct 2025
Contributed by Lukas
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 leade...
#154 How Political Extremes Shape Customer Loyalty and Brand Evangelism
25 Sep 2025
Contributed by Lukas
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 i...
#153 Navigating Crisis with Integrity: Strategies for Building Trust in Customer Experience
18 Sep 2025
Contributed by Lukas
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 pos...
#152 Toyota's Secret Weapon: Applying the A3 and Nemawashi for Customer Loyalty
11 Sep 2025
Contributed by Lukas
What if the real secret to customer loyalty and transformation isn't just about great ideas, but about how you build consensus within your organizatio...
#151 The Generous Leader: 7 Ways to Give of Yourself for Everyone's Gain
04 Sep 2025
Contributed by Lukas
What if the real secret to exceptional leadership isn't control, charisma, or even performance—but generosity? Could the "soft stuff" like listeni...
# 150 Delta's AI Fare Experiment: Will Smart Pricing Alienate Loyal Customers?
28 Aug 2025
Contributed by Lukas
Is AI-powered personalized pricing the next frontier—or the next fiasco—for customer loyalty and corporate reputation? That's the burning question...
#149 The Heart of Service: A Blueprint for Human Centered AI in Customer Service
21 Aug 2025
Contributed by Lukas
What really makes customer service stick—not just as a business function, but as a transformative and human-centered experience—even in an era d...
#148 Rethinking AI Strategy in Customer Experience
14 Aug 2025
Contributed by Lukas
Is your business rushing into AI without really understanding how it fits into your strategy—or worse, letting "FOMO" drive your next big tech inves...
#147 Five Shoes for Change: Mastering Leadership Through Rapid Transitions and Change Management
07 Aug 2025
Contributed by Lukas
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 ...
#146 Balancing Agentic AI and Human Connection in the Contact Center
31 Jul 2025
Contributed by Lukas
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 thi...
#145 Beyond the Hard Sell: The Evolution of Loyalty in the Fitness Industry
24 Jul 2025
Contributed by Lukas
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...
#144 From Data to Dollars: How Customer Value Drives Business Growth
17 Jul 2025
Contributed by Lukas
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 ...
#143 The Bravery Effect: Lessons from a Marine and Leadership Expert
10 Jul 2025
Contributed by Lukas
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 w...
#142 Leadership Blind Spots and How to Avoid Them
03 Jul 2025
Contributed by Lukas
What if the key to sustainable business growth isn't just about generating new leads, but about truly understanding and retaining your existing custom...
#141 Designing for Trust: Building Confidence from First Click to Last Mile
26 Jun 2025
Contributed by Lukas
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 ...
#140 Measuring the True Cost of Negative Customer Experiences
19 Jun 2025
Contributed by Lukas
What if negative customer experiences matter more than you think—impacting your bottom line far beyond any single complaint or glowing review? In th...
#139 Client Onboarding and The Trust Equation - Part 2 of 2
12 Jun 2025
Contributed by Lukas
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 b...
#138 Client Onboarding and The Trust Equation-Part 1 of 2
05 Jun 2025
Contributed by Lukas
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 any...
#137 From Oprah to Branson: 5 Celebrity Archetypes Every CX Leader Needs
28 May 2025
Contributed by Lukas
What if you could unlock executive buy-in—and real alignment—by channeling the breakthrough strategies of world-famous celebrities in your custome...
#136 Beyond Tools & Tactics: "Becoming a Trusted Guide" - New On-Demand Course
22 May 2025
Contributed by Lukas
Are you struggling to cut through organizational resistance and win real buy-in for your customer experience (CX) initiatives? You're not alone. Even ...
#135 Emotional Imprinting and the Future of Experience Management
15 May 2025
Contributed by Lukas
Join us for a special episode featuring Lou Carbone, widely regarded as the father of the experience management movement. As the founder, president, a...
#134 "It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX
08 May 2025
Contributed by Lukas
"It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX Join us for an insightful conversation with Howard Beh...
#133 Future of Agentic AI: Transforming Customer Journeys
01 May 2025
Contributed by Lukas
What if AI-powered technology could not only solve your customers' problems faster but also anticipate their needs—and why do so many organizations ...
#132 David vs. Goliath: Competing with the Big Banks on Customer Experience
24 Apr 2025
Contributed by Lukas
What does it really take for smaller banks and mid-sized businesses to triumph over industry giants while still delivering exceptional customer experi...
#131 Humanity at Scale: Bruce Temkin's Vision for the Future of Leadership
17 Apr 2025
Contributed by Lukas
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 Ex...
#130 The Power of Referrals: A Classic Episode Revisited
10 Apr 2025
Contributed by Lukas
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, creat...
#129 First Look: AI Hosts Dive into the Trusted Guide Roadmap™ Master Class
04 Apr 2025
Contributed by Lukas
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 s...
#128 Navigating the Power Core: A Strategic Approach to Customer Experience
27 Mar 2025
Contributed by Lukas
Navigating the Power Core: A Strategic Approach to Customer Experience Join us as we dive deep into the world of customer experience with Shelly Chand...
#127 Balancing AI and Human Interactions
21 Mar 2025
Contributed by Lukas
Dr. Joseph Michelli offers invaluable insights on balancing AI and human interaction in customer experience, drawing from his extensive research and ...
#126 Conquer Churn with Journey Mapping: Strategies for Customer Retention
13 Mar 2025
Contributed by Lukas
Ania Rodriguez was trained as an engineer. She is Founder and CEO of JourneyTrack and a self-made entrepreneur. Ania's insights into modernizing jou...
#125 Inside LinkedIn: Designing Value for Members and Customers
06 Mar 2025
Contributed by Lukas
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 ...
#124 The Secret Ingredient to Customer Delight
27 Feb 2025
Contributed by Lukas
Do you remember the shock ending of The Sixth Sense? The film taps into that mysterious sixth sense—something beyond our usual perception. Similarly...
#123 Stuck? Unlock Trust to Get Approval!
20 Feb 2025
Contributed by Lukas
Are you a customer experience leader facing roadblocks when trying to get your initiatives approved? In this episode, Mark delves into the power of...
#122 Support, Don't Solve: Empowering Leaders to Create Authentic Spaces
13 Feb 2025
Contributed by Lukas
How can leaders support their teams effectively without falling into the trap of fixing everything themselves? Leah Marone is a psychotherapist with e...
#121 Achieving Value Realization with a CX Toolkit
06 Feb 2025
Contributed by Lukas
Brad Smith, CCXP, who brings his extensive experience from working with major companies like Symantec, Yahoo, and Sage. Mark and Brad delve into the f...
#121 Understanding Customer Value
30 Jan 2025
Contributed by Lukas
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 measur...
#120 Strategies for Integrating AI in CXM from a Marketing Legend
23 Jan 2025
Contributed by Lukas
When you think of combinations who comes to mind? 👉 Jobs and Wozniak? 👉 Proctor and Gamble? 👉 Hewlett and Packard? When it comes to customer ...
#119 The Impact of Partnerships on Customer Experience
16 Jan 2025
Contributed by Lukas
'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 o...
#118 Innovative AI Solutions for CX with Marbue Brown
09 Jan 2025
Contributed by Lukas
In this thought-provoking episode of the Delighted Customer Show, we are thrilled to welcome back Marbue Brown, the visionary founder and CEO of Custo...
# 117 From Harvard to CX Excellence: Lessons from the Classroom
02 Jan 2025
Contributed by Lukas
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 s...
#116 ACSI Insights: Linking Satisfaction to Business Outcomes with Forrest Morgeson, PhD
26 Dec 2024
Contributed by Lukas
Dr. Forrest Morgeson, Interim Chairperson of the Marketing Department, Associate Professor in the Department of Marketing at Michigan State University...
#115 From Speedometers to Engines: Transforming CX with Tom DeVries
19 Dec 2024
Contributed by Lukas
I first met Tom DeVries when he was giving a keynote at the 2024 CXM 360 Conference at Michigan State University. Tom took an unorthodox approach to t...
#114 Mastering Change by Building Stakeholder Relationships
12 Dec 2024
Contributed by Lukas
One of the most challenging jobs is to change a culture that achieved success with legacy thinking. It all starts with trust, especially if you are a ...
#113 Enhancing Customer Satisfaction: Microsoft's UX Strategies
05 Dec 2024
Contributed by Lukas
This week on The Delighted Customers Podcast, I'm thrilled to welcome Jeff Dickshinski, a Senior Product Designer and Design Lead at Microsoft. With a...
#112 Delivering on Customer Expectations at Experian with Tanya Thomas, CCXP
28 Nov 2024
Contributed by Lukas
Tanya Thomas is a Certified Customer Experience Professional (CCXP) and VP of Client Experience Management and UX Design at Experian Health. She's bri...
#111 Lessons from the "FIGS Love" Initiative and Beyond
21 Nov 2024
Contributed by Lukas
Michael shares his impressive career journey that spans over 20 years in customer-facing roles, from the banking sector to an energy startup, and his ...
#110 Why Your Survey Scores May Be Misleading
14 Nov 2024
Contributed by Lukas
Meet Alek Alek Catlett is a manager in EY's AI & Data consulting practice, where he has worked for the past 4 years. Alek helps his clients solve comp...
#109 Strategies to Measure and Prove the Value of Customer Experience Investments
07 Nov 2024
Contributed by Lukas
Tom Shimko, a seasoned expert in customer experience (CX) and marketing, to discuss the ROI of CX. Tom highlights the necessity of treating CX as a st...
#108 The 'Web of Data': Enhancing CX through Effective Data Integration
31 Oct 2024
Contributed by Lukas
On the latest episode of The Delighted Customers Podcast, Roxie Strohmenger, CCXP, an acclaimed CX strategist and Board Chair-Elect of CXPA, shares v...
#107 Strategy Meets CX: A Conversation with Seth Godin on 'This is Strategy'
24 Oct 2024
Contributed by Lukas
Seth is a legendary thinker and marketer known for challenging conventional wisdom. In this episode, he dives into his latest book, This is Strategy, ...
#106: Avoiding the Metric-Centric Trap
17 Oct 2024
Contributed by Lukas
Raj Sivasubramanian has served as a CX leader in great brands like AirBnB, eBay, Verint, and Bain and now leads the journey management practice at Qu...
#105 In the Shoes of a Cancer Patient: Loretta Muss on Advisory Councils, Burnout, and Personalizing Patient Care
10 Oct 2024
Contributed by Lukas
Customer Experience Management takes on an entirely different context when you or a loved one gets a cancer diagnosis. As you'll hear from my guest on...
#104: Common Barriers to CX Success and How to Overcome Them
03 Oct 2024
Contributed by Lukas
Cyndi Lyon is the VP of Customer Experience and Strategy at Otava. She's a Certified Customer Experience Professional and earned her Master of Science...
#103: Using Data Visualization to Get Executive Buy-In
26 Sep 2024
Contributed by Lukas
One of the major problems that data visualization solves is the need for quick and clear communication of complex insights, particularly to time-const...
#102: Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference
19 Sep 2024
Contributed by Lukas
A 34-year-old man fighting for his life in the intensive care unit is on an artificial respirator for over a month. Could it be that his chance of get...
#101: CX-PRO - Beyond the Basics: Book Review with the Editor
09 Sep 2024
Contributed by Lukas
Karl Sharicz is back with his follow-up to CX-PRO, featuring advanced insights from a global lineup of 16 CX thought leaders. (Yes, I'm thrilled to be...
#100: Watermark's CX ROI Study: Proving Its Value to Executives and Skeptics
05 Sep 2024
Contributed by Lukas
Jon Picoult, bestselling author and CX thought leader was my first guest in 2022 when The Delighted Customers Podcast launched. He was gracious enoug...
#99: From Helping My Deaf Parents to Revolutionizing Customer Experience with AI
29 Aug 2024
Contributed by Lukas
In the episode, Guy Shalom, the CEO of Glassix, shared the personal story behind the company's inception. Glassix began as a solution to a personal ch...
#98: Trust in CX: Lessons from the Executive Assistant to Ronald Reagan
22 Aug 2024
Contributed by Lukas
Trust in CX: Lessons from the Executive Assistant to Ronald Reagan In the latest episode of the Delighted Customers podcast, Peggy Grande shares her ...
#97: The Future of Customer Experience: AI and Actionable Data with Ken Peterson, President, QuestionPro Customer Experience
15 Aug 2024
Contributed by Lukas
Ken Peterson is the President of QuestionPro's Customer Experience Division and joined me for an enlightening conversation about the intersection of A...
#96 Building a CX Culture: Everence Federal Credit Union CEO and President
08 Aug 2024
Contributed by Lukas
Imagine that you've been asked to lead a credit union in the middle of a worldwide pandemic. With a rich background in financial and nonprofit market...
#95: Transforming the Patient Experience through Effective Communication with Rachel Hitt, MD, Medical Director of Patient Experience - Tufts Medical Center
01 Aug 2024
Contributed by Lukas
Imagine walking into a clinic feeling anxious about a possible cancer diagnosis and leaving with all your concerns addressed, feeling genuinely cared ...
#94: Improving Customer Loyalty through Martech and AI-Powered Solutions
25 Jul 2024
Contributed by Lukas
Improving Customer Loyalty through Martech and AI-Powered Solutions Greg Kihlstrom is a best selling author with nearly 20 books on Martech and cu...
#93: Driving Superior Customer Experience with AI and Digital Transformation
18 Jul 2024
Contributed by Lukas
Have you ever wondered how digital experience and AI can transform your customer interactions? Andrew Carothers, CCXP, a senior digital experience ...
#92 Transforming Workplace Culture: Dr. James Killian on Employee Experience
11 Jul 2024
Contributed by Lukas
Transforming Workplace Culture Through Employee Experience Dr. James Killian is an expert in the field of employee experience. He has held high-impac...
#91: The Science of Sticky Ideas: Crafting Memorable CX Strategies
04 Jul 2024
Contributed by Lukas
The Science of Sticky Ideas: Crafting Memorable CX Strategies We revealed some powerful insights from "Made to Stick" by Chip and Dan Heath on my l...
#90: Ritz Carlton: Inside the Founder and Former President's Customer-Centric Culture
27 Jun 2024
Contributed by Lukas
Ritz Carlton is not just a brand. It's a brand that sets the bar for customer experience. It was an incredible honor to host one of the icons in c...
#89: Salesforce's Approach to Customer Success, AI, & CX
20 Jun 2024
Contributed by Lukas
Salesforce.com is THE leader among their peers (11 straight years) in Customer Relationship Management solutions. Phil Nanus leads Salesforce's Cu...
#88: How Bilt Uses 3-D Instructions to Enrich Lives
13 Jun 2024
Contributed by Lukas
How Bilt Uses 3-D Instructions to Enrich Lives "...Bilt's greatest usage by just sheer volume, happens literally on Christmas Eve and early, early in ...
#87: Empathy-Driven Leadership
06 Jun 2024
Contributed by Lukas
CX leaders are faced with one of the most difficult challenges in their organization. They have small teams and limited positional authority and ther...
#86: The Power of Social Identity on CX with Professor Gary David
30 May 2024
Contributed by Lukas
Do we make buying decisions as individuals or individuals who are part of a group? The answer may surprise you. Gary David, PhD is a Professor of So...
#85: The Science of Brand Love
23 May 2024
Contributed by Lukas
The Science of Brand Love What makes brands like Apple and Nike not just recognized, but truly loved. Dr. Ahuvia's book, The Things We Love, explains...
#84: Leading Change by Leveraging Trust with Charles H. Green
16 May 2024
Contributed by Lukas
In today's fast-paced networked economy, professionals (especially CX pros) must work harder than ever to maintain and improve their business skills a...
#83: Lessons from Taylor Swift About How to Create Superfans with Brittany Hodak
09 May 2024
Contributed by Lukas
Lessons from Taylor Swift About How to Create Superfans with Brittany Hodak Have you ever wondered why some celebrities create a swarm of superfans th...
#82: The Role of Qualitative Research in Experience Design with Jennifer Ashman, Principal, CX Amplified
02 May 2024
Contributed by Lukas
Jennifer Ashman is a CX thought leader and experience design expert. She has been in the field for over two decades and is a Professor of Practice at...
#81: Strategies for making cx your growth engine
25 Apr 2024
Contributed by Lukas
You've just been hired as the Chief Experience Officer to run a financial services firm. What are the keys to driving sustained success? Join CXO Eric...
#80: Designing Experiences that drive loyalty
18 Apr 2024
Contributed by Lukas
How can you design experiences to drive customer loyalty? Kevin Budelmann is an Experience Design expert, a professor at both Michigan State and North...
#79: Lessons from an ER doctor w/Dr. Judy Wolfe, Associate Chief Experience Officer, Cleveland Clinic
11 Apr 2024
Contributed by Lukas
Dr. Judy Wolfe, who still practices as an ER doctor, talks about the transformative power of patient experience in healthcare. We dive into the critic...
#78: Three Keys to Driving Customer Advocates
04 Apr 2024
Contributed by Lukas
Keith Ferguson brings his wealth of experience as an entrepreneur along with his career in academia (MSU and FSU) to share his wisdom on customer advo...
#77: Joe Pine: The Origin of "Customer Experience," The Experience Economy, and What's Next
28 Mar 2024
Contributed by Lukas
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 ...
#76: Pink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt
21 Mar 2024
Contributed by Lukas
Pink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt I can't think of a better illustration of how to prove the ROI of Cus...
#75: What's the Pioneering Edge for Today's CX Leaders according to the NPS Creator
14 Mar 2024
Contributed by Lukas
What's the Pioneering Edge for Today's CX Leaders according to NPS Creator, Fred Reichheld? There's so much to unpack in this episode: Fred shares abo...
#74: Closing the Gap Between Brand Promise and Customer Experience with Nick Zeisler
07 Mar 2024
Contributed by Lukas
Someone once said Marketing creates the brand promise and CX delivers it. But too often there's a gap between the two that's eroding customer loyalty ...
#73: Bruce Temkin's Blueprint for Fostering Trust in CX and Beyond
28 Feb 2024
Contributed by Lukas
This episode features someone who has been at the forefront of the customer experience movement, tirelessly leading the charge in understanding how tr...
#72: The Crossroads of CX and UX: A Conversation with Darren Hood
22 Feb 2024
Contributed by Lukas
Every customer experience leader should know the basics of UX and how it fits into the overall CX landscape. In this episode, I talk with UX expert Da...
#71: The Contagious Enthusiasm and Customer Intimacy Quadrant with Mary Poppen
15 Feb 2024
Contributed by Lukas
Employee experience and customer experience outcomes are inextricably linked. That data (going back to the Service Profit Chain) provides evidence of ...
#70: The 4 Keys to Leading CX Change with Patty Soltis, CCXP
08 Feb 2024
Contributed by Lukas
Listen for some insights that provide a fresh perspective on how to overcome the challenges CX leaders face. We uncovered why being a trusted guide i...
#69: 5 Tips to Improve Emotional Intelligence for Better CX with Sandra Thompson
01 Feb 2024
Contributed by Lukas
How would you rate your emotional intelligence? It turns out that the core of any successful customer experience initiative is deeply intertwined with...
#68: Leveraging Customer Referrals to Drive Exponential Growth with Andy Cockburn
25 Jan 2024
Contributed by Lukas
How could you leverage AI to earn growth from customer referrals? Andy Cockburn, CEO of Mention Me, took his knowledge and experience of working with ...
#67 The Power of Storytelling with Data with Leslie Pagel
18 Jan 2024
Contributed by Lukas
Imagine a world where AI not only understands but acts on unsolicited customer and employee conversations, tapping into a treasure trove of data — f...
#66: Rob Markey on Building Consistent Loyalty Through Trust and Emotional Connection, Part 2 of 2
11 Jan 2024
Contributed by Lukas
What are some of the most common mistakes that leaders make when it comes to customer loyalty? Join customer and employee loyalty expert, NPS co-inven...
#65: The 3 Dimensions of Customer Value Creation with NPS Co-Inventor, Rob Markey, Part 1 of 2
04 Jan 2024
Contributed by Lukas
The Three Dimensions of Customer Value Creation Rob Markey ought to know a thing or two about customer loyalty. Rob was a CX expert and thought lead...