Managing the Sludge Caused by "Red Tape" that Impacts Customer Experiences with Dr. Stephanie Thum
The Delighted Customers Podcast with Mark Slatin
Release Date: 11/17/2023
#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...
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#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...
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#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...
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#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...
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#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...
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#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: ...
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#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...
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#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...
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#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...
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#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_outlineDr. 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 perspective, discussing the pros and cons of red tape, and its elusive cousins, green and pink tape. Using these insights, we explore how these nuances can greatly impact customer experience and employees' engagement.
In this episode:
- Red tape holds complexities: It has both its virtues, such as providing structure and thwarting fraud, but it can also lead to unnecessary impediments and sludge, ultimately leading to employee disengagement and customer dissatisfaction.
- Handling red tape: Increasing customer experience and reducing friction should be top priorities. Practices like human-centric design, tapping into the voice of the customer, and intensive data monitoring can help manage the burden of red tape efficiently.
- Role of leadership: As roles change and evolve, leaders need to tune into the needs and perceptions of their followers. This could involve managing the negative effects of red tape, and ensuring effective communication to avoid potential blind spots.
- New buzzword in business: Sludge! It's about those friction-filled administrative processes that eat up time and money. Want to fight the sludge? Steph shares valuable insights
Don't miss this insight-packed episode
Meet Stephanie!
I'm a senior professional with a proven track record as a customer experience practitioner and consultant, now part of SAP's global executive/board communication team. With roots in professional services business development, account teams, broadcasting, and content development, I've developed an expertise in customer- and business-oriented communication, leadership, and project management.
My journey isn't limited to the global technology corporate world; I'm also a small business founder with experience in the non-profit and federal government settings.
I recently completed a lifelong goal--to obtain a Ph.D. My research focused on global government administrative leaders' experiences with red tape frictions in their work. As a student I produced multiple pieces of peer-reviewed, published scholarship. These academic pursuits deepened my understanding of the intricacies of the human experience, organizational management, and extremely complex global leadership that I continue to apply to my professional endeavors.
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