#151 The Generous Leader: 7 Ways to Give of Yourself for Everyone's Gain
The Delighted Customers Podcast with Mark Slatin
Release Date: 09/04/2025
#162 Compassionomics in Action: Measurable Impact for Business Leaders and Healthcare alike
The Delighted Customers Podcast with Mark Slatin
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 just for healthcare, but for every leader who wants to create more fulfilling workplaces and customer experiences? The impact of this question is profound. On this episode of the Delighted Customers podcast, I sat down with Dr. Stephen Trzeciak (“Dr. T”), whose groundbreaking research proves that compassion isn’t just good for our conscience—it’s scientifically measurable, essential, and transformative for both the receiver and the...
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#161 Navigating the Post-Truth Era: Building Brand Trust with Emotional Inquiry
The Delighted Customers Podcast with Mark Slatin
Is it really possible to build trust with customers in a business landscape overflowing with misinformation and emotional volatility? That burning question is at the heart of my conversation with Michael Forsberg, Director of Client Experience at BrandTrust. In an era many call "post-truth," business leaders face steep challenges in distinguishing what's real from what's noise—especially when it comes to understanding their customers' motivations. Michael’s work focuses on uncovering the human truths and emotions driving decisions across industries from tech to healthcare to financial...
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#160 Rethinking Valuation: Why Customer Metrics Matter More
The Delighted Customers Podcast with Mark Slatin
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 sustainable growth? In our latest episode of the Delighted Customers podcast, live from Harvard Business School, I dive into this burning question with Rob Markey, professor at Harvard and seasoned veteran at Bain. Rob challenges the conventional wisdom around company valuation, urging us to look beyond the income statement and balance sheet, and instead, consider the real engine driving revenue—our customers. The impact of this discussion is...
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#159 The Serial Fixer Trap: Boundaries, Burnout, and Better Leadership
The Delighted Customers Podcast with Mark Slatin
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 validation in helping, supporting, and “solving” for others. But what happens when that good intention tips into burnout, resentment, and codependent relationships? In this episode, I dig into the hidden costs of being a “serial fixer” with my guest Leah Marone, whose new book offers a powerful wakeup call for leaders, parents, and anyone in a people-focused role. Leah shines a light on why constant fixing and over-helping backfire, both...
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#158 The Art of Communication: Delivering Difficult News with Compassion
The Delighted Customers Podcast with Mark Slatin
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 question for healthcare professionals everywhere, and the impact of getting it right goes far beyond the exam room. Not only does compassionate communication ease patient anxiety and foster loyalty, but it also drives better outcomes, even in the face of a system that pressures doctors to prioritize speed and productivity (those infamous RVUs!). As the demands on clinicians mount, many struggle with “compassion fatigue,” and patients...
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#157 The Anxious Generation
The Delighted Customers Podcast with Mark Slatin
What happens to innovation, team dynamics, and trust in organizations when a significant portion of employees are emotionally fragile, risk-averse, and struggle with interpersonal interactions? In this episode of the Delighted Customers podcast, I dive into the profound impact of generational shifts on workplace culture, leadership, and customer experience. Drawing insight from the best-selling book, The Anxious Generation by Jonathan Haidt, my guest Charlie Green and I explore how Gen Z—shaped by overprotective parenting, the rise of social media, and the isolating effects of Covid—are...
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#156 Turning Data Into CX Impact: Storytelling That Sticks
The Delighted Customers Podcast with Mark Slatin
What’s stopping CX leaders from turning mountains of customer data into executive-ready stories that prompt real change? In this episode, we dig deep into one of the most urgent—and often overlooked—challenges for customer experience (CX) teams: crafting compelling, actionable narratives from all that customer insight. Data is everywhere, but too often the dots just don’t get connected in a way that the C-suite cares about. The difference between a statistic and a strategic priority? It’s all in the storytelling. In my conversation with Ania Rodriguez, CEO of JourneyTrack, we...
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#155 The Evolving State of Customer Experience: Insights and Future Trends
The Delighted Customers Podcast with Mark Slatin
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 leaders stay relevant and drive meaningful results in this new landscape? This episode digs deep into the shifting world of customer experience (CX) with Greg Melia, CEO of the Customer Experience Professionals Association (CXPA). I bring Greg back to the show because he sits at the epicenter of the profession’s evolution, witnessing firsthand how CX is growing up—no longer a scrappy teenager, but a vital contributor to business outcomes. The...
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#154 How Political Extremes Shape Customer Loyalty and Brand Evangelism
The Delighted Customers Podcast with Mark Slatin
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 identity quietly fueling a new kind of “super loyalty” that’s transforming customer behavior, for better or worse? In this episode of the Delighted Customers podcast, I dive into these burning questions with my returning guest, Dr. Forrest Morgeson, associate professor, researcher, and interim chairperson of the Marketing Department at Michigan State University's Eli Broad College of Business. Forrest, drawing on a unique blend of academic...
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#153 Navigating Crisis with Integrity: Strategies for Building Trust in Customer Experience
The Delighted Customers Podcast with Mark Slatin
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 possible, but inevitable? In this episode, I dive deep into one of the most critical topics for today’s leaders: how strategy, communication, and integrity intersect to protect (and sometimes rebuild) your organization's trust in the face of crisis. When everything is on the line, understanding this intersection isn’t just important—it’s essential. The choices you make, and how you communicate them, can mean the difference between...
info_outlineWhat if the real secret to exceptional leadership isn’t control, charisma, or even performance—but generosity? Could the “soft stuff” like listening, empathy, and vulnerability truly drive the hardest results in business?
In this episode of the Delighted Customers podcast, I dig into that very question with Joe Davis, legendary former Senior Partner at Boston Consulting Group, co-founder of BCG’s Washington D.C. office, and author of “The Generous Leader: Seven Ways to Give of Yourself for Everyone’s Gain”. Joe shares his own journey from traditional, results-driven leadership to a generous, people-centered model—and why unlocking your team’s full human potential just might be the most powerful business move you can make. We explore how the traits of generosity drive not only team happiness and loyalty, but also real bottom-line outcomes, making this conversation essential listening for leaders and aspiring leaders at every level.
Why should you tune in to this episode? Joe has four decades of hands-on experience innovating in both the private and public sectors, founding major business initiatives within BCG, and working closely with Fortune 500 C-suite leaders. He distills this wisdom into practical strategies—whether you’re leading a team of three or a global enterprise of 100,000. His stories from the front lines of consulting, combined with actionable steps for building trust and humanity in the workplace, will change the way you think about leadership forever.
Here are three compelling questions Joe answers on the show:
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Why should organizations and their C-suite invest in “generous leadership” when they’re held accountable for hard business outcomes, not just a healthy culture?
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What are the seven key traits that separate good leaders from exceptional, generous leaders—and how do they play out in real-world scenarios?
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How can listening, vulnerability, and small acts of recognition dramatically improve your team’s performance and engagement?
Listen now and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify! You’ll find this episode—and every episode—on all your favorite podcast platforms. If you find value in these conversations, please leave a review and share with a friend or colleague who wants to rethink what great leadership really looks like.
Meet Joe Davis
Joe Davis is a veteran senior partner at Boston Consulting Group (BCG), where he spent 37 years shaping strategy, developing talent, and transforming organizations at the highest level. Joe co-founded BCG’s Washington D.C. office and launched the firm’s North American Public Sector business, as well as leading BCG North America. Passionate about advancing equity and inclusion, he also founded and chaired BCG’s Center for Inclusion and Equity.
Joe is a Harvard Business School graduate and has been at the forefront of helping organizations evolve from top-down, authoritarian structures to cultures of trust, inclusion, and generosity. His experience spans advising CEOs of major corporations to hands-on coaching with emerging leaders. He is the author of “The Generous Leader: Seven Ways to Give of Yourself for Everyone’s Gain,” a groundbreaking book that reimagines the connection between caring leadership and delivering results.
Joe is currently an advisor and coach to BCG’s rising partners, teaching them how to inspire, motivate, and build lasting client relationships. You can reach Joe and learn more about his work via his LinkedIn profile or his website at joedavis.com.
Show References and Resources
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“The Generous Leader: Seven Ways to Give of Yourself for Everyone’s Gain” by Joe Davis Amazon Link
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Joe Davis on LinkedIn: https://www.linkedin.com/in/joe-davis-bcg/
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Joe’s personal website: https://joedavis.com
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Harvard Business School: https://www.hbs.edu
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Boston Consulting Group (BCG): https://www.bcg.com
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Michigan State University’s Trust and Leadership Education: https://broad.msu.edu
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CEO Joaquin Duato, Johnson & Johnson: https://www.jnj.com/leadership/joaquin-duato
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Scott Kirby, CEO of United Airlines: https://www.united.com/ual/en/us/fly/company/about/leadership.html
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Sheila Bair, former FDIC chair: https://www.fdic.gov/about/leadership/sheila-bair/
Thank you for listening to the Delighted Customers podcast!