The Delighted Customers Podcast with Mark Slatin
Episodes
#64: The Wheel of Progress: Designing Experiences Based on Deep Customer Desires with Eckhart Boehme
28 Dec 2023
Contributed by Lukas
Eckhart climbed through the ranks at Microsoft leveraging his background as an industrial engineer turned customer experience maestro. He sheds light...
#63: Secrets to Success with Chick-fil-A Leader Elizabeth Dixon
21 Dec 2023
Contributed by Lukas
Elizabeth's professional journey is a tapestry woven with innovation, creativity, and dedication to enhancing the customer experience. With a career ...
#62: Engaging Customers Throughout Their Lifecycle: Key Insights and Actionable Frameworks with Valerie Peck
14 Dec 2023
Contributed by Lukas
One of my favorite stories is The Fisherman's Dilemma. It's a tale of an angler who wants to bring a treasure trove of fish home to his loving wife a...
#61: The Alien and Clark Kent: Demystifying CX Leadership from AAA's Head of CX, Bryan Sander
07 Dec 2023
Contributed by Lukas
What if you 1 in 4 Americans relied on the experience you led? 60,000,000 Americans rely on AAA for their roadside assistance when things don't go as ...
#60: How Emotions and Memory Shape Business Outcomes with Colin Shaw
30 Nov 2023
Contributed by Lukas
Colin Shaw is one of the original CX thought leaders and podcast host. He brings a fresh perspective to what drives customer loyalty and the "why" be...
#59: Managing the Sludge Caused by "Red Tape" that Impacts Customer Experiences with Dr. Stephanie Thum
17 Nov 2023
Contributed by Lukas
Dr. Stephanie Thum knows a thing or two about red tape. In fact, she just got her PhD in Red Tape Theory! In this episode, she provides a fresh persp...
#58: Creating Emotional Connections: The Power of Loyalty Programs with Valerie Peck
09 Nov 2023
Contributed by Lukas
Customer loyalty is the currency that sustains growth in almost any company. It means better business outcomes in key metrics like: Increased Revenu...
#57: The Four Factors of Trust: How Organizations Can Earn Lifelong Loyalty with author Ashley Reichheld
02 Nov 2023
Contributed by Lukas
Did you know that trusted companies outperform their peers by up to 400%? That customers who trust a brand are 88% more likely to buy again? And that ...
#56: A Candid Discussion About the CX Profession with Ian Golding, CCXP
25 Oct 2023
Contributed by Lukas
Ian Golding ought to know a thing or two about the CX profession. He was a founding member of the Customer Experience Professionals Association (CXPA...
#55: Elevating CX Leadership with the MSU MS CXM Degree with Dr. Tom DeWitt
17 Oct 2023
Contributed by Lukas
I am thrilled to have had the opportunity to interview Tom DeWitt, the creator of the groundbreaking MSU CXM Masters of Science program, on my podcast...
#54: Preventing Defection: Innovative CX Strategies for Gathering Feedback and Taking Action with Matt Selbie
12 Oct 2023
Contributed by Lukas
In order to design customer experiences that earn their trust and loyalty, companies must have a listening strategy. While a wide range of philosophi...
The Virtues and Values of Trust in Business, Part 2 of 2 with author Andrea Howe
05 Oct 2023
Contributed by Lukas
The Virtues and Values of Trust in Business, Part 2 of 2 with author Andrea Howe In Part 1, Andrea introduced the Trust Equation and how we, as leader...
#52: Decoding Trust: The Complex Meaning and Importance of Being Trustworthy, Part 1 of 2 with CEO, Co-author, Andrea Howe
28 Sep 2023
Contributed by Lukas
"Focus on what you tend to neglect" Andrea Howe, CEO, Author, Guest on The Delighted Customers Podcast Trust is the centerpiece of influencing others,...
#51: Storytelling for CX Leaders: Revealing More Than Storytelling Secrets with 'Filling in the Blanks' Filmmaker, Jon Baime
21 Sep 2023
Contributed by Lukas
Storytelling is a critical skill for any leader but most of us struggle with how to do influence others. This episode will be unlike any other for sev...
#50: The Art and Science of Business Storytelling: Crafting Engaging Stories That Inspire Change with Author, Dennis Geelen
14 Sep 2023
Contributed by Lukas
In many ways, the Customer Experience leader has the most difficult job in the organization. Typically serving with a thin staff, a constrained budge...
#49: The Secret to Building Trust with Customers, Part 3 of 3
07 Sep 2023
Contributed by Lukas
How do companies like Ritz-Carlton, Apple, and Starbucks earn the trust of their customers? Building upon the trust equation introduced in the Trusted...
#48: The Trust Equation: The Secret to Trust Building, Part 2 of 3
31 Aug 2023
Contributed by Lukas
Trust is the currency of leadership. The most effective leaders don't power their way through initiatives. They are masters at building trust as a way...
#47: Fred Reichheld, NPS Creator, Author Winning on Purpose
26 Aug 2023
Contributed by Lukas
We have a special treat for you as we kick off a three-part series on earning customer trust and loyalty. In this episode, titled "The Fisherman's Di...
#46: Unleashing the Power of Customer Obsession: Amazon's Approach to Innovation with Dr. Francis Goh, Amazon Web Services
17 Aug 2023
Contributed by Lukas
Amazon has been on my wish list for podcast guests. Dr. Francis did not disappoint in a powerful and thoughtful insider perspective of what makes Am...
#45: The Intersection of Customer Experience and Change Management with Changeologist, Doug Flory, CCMP
10 Aug 2023
Contributed by Lukas
Change management is a critical profession that focuses on the human side of change, utilizing various sciences and art to support successful projects...
#44: The Digital First Customer Experience with International Bestselling Author, Joe Wheeler
03 Aug 2023
Contributed by Lukas
Joe Wheeler, international bestselling author, technology innovator, consultant, and speaker. Joe has recently written a groundbreaking book called "D...
#43: Creating Magical Moments for Kids Using Experience Design - woom VP Global Experience, April Obersteller
27 Jul 2023
Contributed by Lukas
"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 reali...
#42: Joe Pine: The Origin of "Customer Experience," The Experience Economy, and What's Next
20 Jul 2023
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 ...
#41: How Do We Activate Employees to Deliver "Consistently Good, Strategically Amazing" Experiences? with Megan Burns
08 Jul 2023
Contributed by Lukas
"Scale creates problems that empathy alone can't solve" Megan Burns unlocks the key to how leaders can differentiate their brands based on the experie...
#40: How to Know Which Levers to Pull for CX Transformation with NPS Prism's Founder and Bain Partner, Jason Barro
06 Jul 2023
Contributed by Lukas
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. T...
#39: Why Employees' Mental Health is Critical to CX and Business Outcomes - Leah Marone, Psychotherapist, Mental Wellness Coach
29 Jun 2023
Contributed by Lukas
Leah Marone, Mental Wellness Consultant, Psychotherapist, Keynote Speaker, Author competed at the top level in Division 1 basketball. She brings all...
#38: The ROI of CX and Drivers of Success with Augie Ray, Gartner VP, Analyst
22 Jun 2023
Contributed by Lukas
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 ...
#37: The Art and Science of Customer Surveys - With Martha Brooke, Founder and Program Director, Interaction Metrics
15 Jun 2023
Contributed by Lukas
We've all taken surveys. Clearly some are better than others. Well designed and implemented surveys can provide business leaders with actionable ins...
#36: The Biggest Obstacles to Successful Change Initiatives - with Amanda Schmoldt, CCMP, President, ACMP
08 Jun 2023
Contributed by Lukas
What are the biggest obstacles to successful change initiatives? Amanda Schmoldt has the expertise and experience that only comes from successfully le...
#35: The 5 Leadership SUPERPOWERS with Jay Weiser
01 Jun 2023
Contributed by Lukas
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 W...
#34: Why do most surveys fail to get results? with Rick Denton, Managing Principle, EX4CX
25 May 2023
Contributed by Lukas
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. H...
#33: Applying Lessons from Football (Soccer) to Customer Experience with Greg Uglioni, CCXP
18 May 2023
Contributed by Lukas
What does football (soccer) have in common with Customer Experience? Greg Uglioni, CCXP, Head of Business Transformation / Digital Transformation at...
#32: "The Evolution of CX at Walgreens with Danielle Wipperfurth, CCXP, Director of Customer Experience "
11 May 2023
Contributed by Lukas
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...
#31: Understanding Intrinsic and External Motivators to Unlock Discretionary Employee Effort - with Greg Kihlstrom, Principal, Chief Strategist, GK5A
04 May 2023
Contributed by Lukas
Greg Kihlstrom is a speaker, author, advisor, and strategy expert. With a background in digital marketing, Greg brings experience from that backgroun...
#30: The "Customer Chair": The Power of Storytelling, Richard Dorfman, MBA, Vice President, Customer Experience, Eastern Bank
27 Apr 2023
Contributed by Lukas
The Customer Chair: The Power of Storytelling, Richard Dorfman, MBA, Vice President, Customer Experience, Eastern Bank Influencing decisions in the C...
#29: You Got the CX Leader Job, Now What? with Allison Landers, Chief Experience Officer (CXO), UBS
20 Apr 2023
Contributed by Lukas
You Got the CX Leader Job, Now What? with Allison Landers, Chief Experience Officer (CXO) for Banking and Lending, UBS Allison Landers knows a thin...
#28: Pt. 2 - Lou Carbone, the Father of Experience Management
13 Apr 2023
Contributed by Lukas
In this fascinating two part mini-series, Lou Carbone distills decades of thought leading ideas that cut through years of misled efforts to delight cu...
Special Edition: Update from Greg Melia, CEO, CXPA
07 Apr 2023
Contributed by Lukas
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 ...
#27: Pt. 1 - Lou Carbone, the Father of Experience Management
06 Apr 2023
Contributed by Lukas
A Conversation with Lou Carbone, the Father of Experience Management, Part 1 of 2 In this fascinating two part mini-series, Lou Carbone distills deca...
#26: A Five Step Model to Earn Customer Loyalty with Mark Slatin & Patty Soltis
30 Mar 2023
Contributed by Lukas
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 Po...
#25: Using the Right Data To Improve Your Customer's Experience with Sami Nuwar
23 Mar 2023
Contributed by Lukas
Sami Nuwar got his start as a researcher and evolved to a CX leader at Verizon before shifting to Medallia, a VoC software company that designs soluti...
#24: The Intersection of Customer Success and Customer Experience with Adrian Brady-Cesana, CXO, CX Chronicles
16 Mar 2023
Contributed by Lukas
The Intersection of Customer Success and Customer Experience with Adrian Brady-Cesana, CXO, CX Chronicles Adrian spent his early years in Manhattan, ...
#23: Why AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard Owen
09 Mar 2023
Contributed by Lukas
Why AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard Owen Richard Owen is an innovator. The former CEO of Satmetrix, ...
#22: The Do's and Don't of an Impactful Customer Experience Discipline with Bob Azman, CCXP
02 Mar 2023
Contributed by Lukas
The Do's and Don't of an Impactful Customer Experience Discipline with Bob Azman Bob is a CX veteran. He's been around long enough to know what w...
#21: Winning Stakeholder Support: The "Daisy Chain Strategy" with Roxie Strohmenger, CCXP
23 Feb 2023
Contributed by Lukas
Winning Stakeholder Support: The "Daisy Chain Strategy" with Roxie Strohmenger, CCXP What are the first steps in leading a customer experience practic...
#20: What Leaders Must do Today to Compete in the Future with Bill Staikos
16 Feb 2023
Contributed by Lukas
What Leaders Must do Today to Compete in the Future Bill Staikos is a CX thought leader and futurist. Bill shares his thoughts on the big misses...
#19: The Blueprint for Customer Obsession with author Marbue Brown
09 Feb 2023
Contributed by Lukas
Marbue Brown believes companies that focus on Customer Centricity are missing something. In his new book, Blueprint for Customer Obsession, he highli...
#18: Disrupting the C-Suite with Kathy van de Laar, CCXP
02 Feb 2023
Contributed by Lukas
Disrupting the C Suite with Kathy van de Laar ‖, Founder, EarlyBridge Summary Kathy is a Certified Customer Experience Professional and strategy exp...
Fred Reichheld: What's the Pioneering Edge for Today's CX Leaders according to the NPS Creator
26 Jan 2023
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 ab...
#17: How Leaders Can Leverage Video to Improve CX and EX - Rose Bentley, CEO, Qumu
19 Jan 2023
Contributed by Lukas
How Leaders Can Leverage Video to Improve CX and EX - Rose Bentley, CEO, Qumu Video in business is here to stay. The question is how to best leverag...
#16: Pt. 2 - Measuring and Managing Customer Loyalty in a Digital World with Rob Markey, Bain & Co.
12 Jan 2023
Contributed by Lukas
Part 2 of 2 Predictive NPS - How Loyalty Measurement is Changing with Rob Markey A powerful, insightful, revealing interview so packed with gems that...
#15: Pt. 1 - The Room Where It Happened: The Net Promoter Backstory with Rob Markey, Bain & Co.
05 Jan 2023
Contributed by Lukas
Rob Markey on the Delighted Customers Podcast Part 1 of 2 What would you expect from one of the top CX thought leaders in the world? A powerful, insi...
#14: From Hopkins Researcher to CX Pro - Brittany Knox, Blue Cross Blue Shield of Michigan
29 Dec 2022
Contributed by Lukas
I caught up with Brittany Knox at MSU's CXM 360 Conference. Brittany is a graduate student in MSU's Masters of Science in Customer Experience Managem...
#13: The Role of Perception and Expectations in Customer Experience, Gary David, PhD, Bentley University
22 Dec 2022
Contributed by Lukas
The Role of Perception and Expectations in Customer Experience This episode is definitely different! Gary David, PhD, is a professor of sociology and...
#12: ITMs: Virtual, with a Human Touch, Carla Higgins, SVP, Director of CX, CNB Bank
15 Dec 2022
Contributed by Lukas
Carla Higgins has made a career in the banking industry and held many positions. She knows banking from the inside out. Today we talk about the evolu...
#11: Demystifying the Human Experience, Bruce Temkin, Head of the XM Institute
08 Dec 2022
Contributed by Lukas
Today I talked to Bruce Temkin, speaker, thought leader, and a customer experience legend. Bruce co-founded the Customer Experience Professionals Asso...
#10: Breaking Down Departmental Silos to Improve CX - Risa Lovell, Farm Credit Insurance
01 Dec 2022
Contributed by Lukas
Risa Lovell, Director of Property and Casualty Customer Service at Farm Bureau Insurance joins us from the MSU Hotel and Conference Center at the firs...
#9: Pt. 2 - Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of Wharton Pt.
06 Nov 2022
Contributed by Lukas
This episode is part 2 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, Dr. Peter Fader...
#8: Pt. 1. - Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of Wharton
27 Oct 2022
Contributed by Lukas
This episode is part 1 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, at the Universit...
#7: Delivering Happiness 2.0 with Alex Genov, Head of Customer Research at Zappos
20 Oct 2022
Contributed by Lukas
Delivering Happiness 2.0 - Behind the Scenes Look at Zappos with Head of Customer Research, Alex Genov In 2009, Amazon bought a start up shoe company ...
#6: Gaining Executive Support & CXPA Benefits with Board Chair Nancy Porte
13 Oct 2022
Contributed by Lukas
In celebration of CX Week this episode features Nancy Porte, Chair, Board of Directors, CXPA. Nancy discusses 3 important topics: 1. Why gaining the...
CX Week Special Edition: How CXPA is a Differentiator for CX Professionals with the CEO, Greg Melia
06 Oct 2022
Contributed by Lukas
In celebration of CX week, my special guest, CXPA CEO Greg Melia talks about how he ended up becoming the first full time CEO of CXPA and why the orga...
#5: Designing Digital Transformation to Improve CX with HP's Jaya Sudarshan
29 Sep 2022
Contributed by Lukas
The race to digital transformation was accelerated by the pandemic. Many organizations have invested time and money and have little to show for it. ...
#4: Building Trust with Key Stakeholders - Author Charles H. Green
22 Sep 2022
Contributed by Lukas
Trust. Isn't that one of those soft, touchy-feely words? In today's word of digital transformation, isn't people skills so...yesterday? From someone w...
The First Ever Degree in Customer Experience Management - Dr. Tom DeWitt, MSU Professor
15 Sep 2022
Contributed by Lukas
Dr. Tom DeWitt, trailblazer and Director of CXM@MSU, talks about why it was time to launch a Masters of Science in Customer Experience Management (CXM...
#3: Engaging Employees for Outstanding Customer Experiences with Stacey Nevel, CCXP
08 Sep 2022
Contributed by Lukas
In this episode, my guest Stacey Nevel gives practical tips on how to engage employees and avoid some of the most common mistakes that negatively impa...
#2: Design Thinking with Diane Magers, CCXP
01 Sep 2022
Contributed by Lukas
Customer friction can lead to customer defection. Often, companies attempt to fix their customer's pain with a short term solution. Diane defines de...
#1: From Impressed to Obsessed - Author Jon Picoult
25 Aug 2022
Contributed by Lukas
Jon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans. Excellence is nev...
Trailer
18 Aug 2022
Contributed by Lukas
The Delighted Customers Podcast trailer describes who the show is for (business leaders and CX leaders) and how it can help listeners delight their cu...