loader from loading.io

Engaging Customers Throughout Their Lifecycle: Key Insights and Actionable Frameworks with Valerie Peck

The Delighted Customers Podcast with Mark Slatin

Release Date: 12/14/2023

#83: Lessons from Taylor Swift About How to Create Superfans with Brittany Hodak show art #83: Lessons from Taylor Swift About How to Create Superfans with Brittany Hodak

The Delighted Customers Podcast with Mark Slatin

Lessons from Taylor Swift About How to Create Superfans with Brittany Hodak Have you ever wondered why some celebrities create a swarm of superfans that become lifelong advocates for them (and others, not so much)?  My guest on this episode of the Delighted Customers Podcast worked her way up from radio station mascot to the head of a marketing agency that promoted the biggest name stars from Taylor Swift, Katy Perry and Dolly Parton along with some of the biggest brands like Walmart, Amazon, and Disney. Now an author and speaker, Brittany Hodak and I explore her book, : How To Turn Your...

info_outline
#82: The Role of Qualitative Research in Experience Design with Jennifer Ashman, Principal, CX Amplified show art #82: The Role of Qualitative Research in Experience Design with Jennifer Ashman, Principal, CX Amplified

The Delighted Customers Podcast with Mark Slatin

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 Michigan State University, where she teaches Experience Design in the Master's Degree program in Customer Experience Management. Jennifer shares some real world examples to help make the conversation easily relatable. Content Highlights: - **Deep Dive into Qualitative Research**: Jennifer unpacks the myriad ways this research method informs decision-making to avoid costly missteps and enhance customer engagement. - **The Art of Human...

info_outline
#81: Strategies for making cx your growth engine show art #81: Strategies for making cx your growth engine

The Delighted Customers Podcast with Mark Slatin

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 Smuda share his insights on the keys (and the challenges) to leading successful change by driving outstanding customer experiences. My favorite quote from Eric? “If you’re not using CX as your growth engine, what are you doing???” Some of the key lessons for this episode of The Delighted Customers Podcast (link in comments below): 'CX and Profit': Good customer experience merges business benefits with customer satisfaction. 'Interaction...

info_outline
#80: Designing Experiences that drive loyalty show art #80: Designing Experiences that drive loyalty

The Delighted Customers Podcast with Mark Slatin

How can you design experiences to drive customer loyalty? Kevin Budelmann is an Experience Design expert, a professor at both Michigan State and Northwestern Universities, and authored Brand Identity Essentials. He brings over a quarter-century shaping design, strategy, and brand experience. We explore the converging paths of behavioral economics, design thinking, and customer experience—all through the lens of his extensive expertise. On this episode of the Delighted Customers Podcast. 🔑 **3 Key Takeaways**:  **Trust & Emotion in Branding**: Kevin illuminates the critical role...

info_outline
#79: Lessons from an ER doctor w/Dr. Judy Wolfe, Associate Chief Experience Officer, Cleveland Clinic show art #79: Lessons from an ER doctor w/Dr. Judy Wolfe, Associate Chief Experience Officer, Cleveland Clinic

The Delighted Customers Podcast with Mark Slatin

Dr. Judy Wolfe, who still practices as an ER doctor, talks about the transformative power of patient experience in healthcare. We dive into the critical role of trust, and how reimagining job titles and communication training can revolutionize caregiver-patient interactions. Dr. Judy highlights the urgency of embracing change management and the dire consequences of stagnation in patient care. Dr. Judy prescribes helpful tips from "shift hacks" to loyalty driver tips to "teach backs." Tons of gems in this episode from one the top medical care facilities in the world. Resources The Delighted...

info_outline
#78: Three Keys to Driving Customer Advocates show art #78: Three Keys to Driving Customer Advocates

The Delighted Customers Podcast with Mark Slatin

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 advocacy. Keith defines customer advocacy and then we talk about the financial impact of having customers who truly advocate for your brand. Keith shares some common mistakes about consumer behavior through a visualization of the customer lifecycle and provides 3 actionable steps leaders can take to create more advocates for their business. Resources The Delighted Customers podcast website:  Sign up for The Trusted Guide newsletter here: ...

info_outline
#77: Joe Pine: The Origin of #77: Joe Pine: The Origin of "Customer Experience," The Experience Economy, and What's Next

The Delighted Customers Podcast with Mark Slatin

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 economy after the service economy was hatched. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money featuring an all-new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre & Every Business a Stage. Joe believes that goods and services are no longer enough; what customers want are experiences—memorable events...

info_outline
#76: Pink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt show art #76: Pink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt

The Delighted Customers Podcast with Mark Slatin

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 Customer Experience. Ron Holt sees opportunities in bad customer experiences.   In fact, he built a successful home cleaning based on disrupting a legacy industry by differentiating the experience his customers receive.  The model allowed him to scale a one-store cleaning business into a $40M nationally-recognized brand with 90 locations across the country. Ron shared his entrepreneurial journey and the compelling story behind his...

info_outline
#75: What’s the Pioneering Edge for Today’s CX Leaders according to the NPS Creator show art #75: What’s the Pioneering Edge for Today’s CX Leaders according to the NPS Creator

The Delighted Customers Podcast with Mark Slatin

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 about a personal vulnerability What’s the right way to listen to customers? What is the huge mistake companies make relative to referrals? How do you know if you’ve won or lost? What is financial capitalism and why should it die? What’s on the pioneering edge today for CX leading companies? Will Southwest Airlines recover? And a ton more! Resources The Delighted Customers podcast website: Sign up for The Trusted Guide newsletter...

info_outline
#74: Closing the Gap Between Brand Promise and Customer Experience with Nick Zeisler show art #74: Closing the Gap Between Brand Promise and Customer Experience with Nick Zeisler

The Delighted Customers Podcast with Mark Slatin

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 and business performance. Nick Zeisler is a Lean Six Sigma expert and Professor of Practice in Michigan State University's Customer Experience Management Masters of Science program. In this episode Nick shares some valuable insights including: - the significant concept of 'Brand Alignment' was introduced, highlighting the imperative of aligning a company's customer experience delivery with its brand promise. - the importance of continuous...

info_outline
 
More Episodes

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 and family.  Although he uses every strategy and tactic, he discovers a whole in the bottom of the net.  Regardless of his harvest, the hole stole his bounty.

Customer acquisition is an important first step for organizations to prosper.  But much like the fisherman in the story, unless you've got a strategy to engage customers beyond their initial onboarding, they will slip through the hole in the net.

Join the CEO and Founder of SuiteCX, and CX thought leader Valerie Peck as she shares some insights on how to engage customers throughout their lifecycle including:

  • The Importance of Customer Engagement
  • Consistency across different customer touchpoints
  • Influence of departmental and channel silos on engagement
  • Importance of engaging and enabling employees
  • Technology as an Enabler, Not the Solution

Valerie was featured in this Creating Emotional Connections: The Power of Loyalty Programs with Valerie Peck:

https://qrcd.org/42Mn



Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast

Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter