The Trusted Guide Podcast with Mark Slatin
The Trusted Guide Podcast is built for the leader who is accountable for outcomes they can't force — who doesn't have the title, the budget, or the explicit mandate, but still has to make change happen. Hosted by Mark Slatin, each episode focuses on three things: earning trust, building influence, and leading real, lasting change when authority isn't enough. With over 160 episodes of conversation with exceptional leaders across customer experience, leadership, and organizational change, The Trusted Guide is your resource for the kind of practical wisdom that helps change actually take hold — and last.
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#163 The Podcast Has a New Name. Here's Why
06/10/2026
#163 The Podcast Has a New Name. Here's Why
After 160+ episodes, the podcast has a new name, new focus, and a new purpose — and you deserve to know why. This episode explains the shift from The Delighted Customers Podcast to The Trusted Guide — and what that means for the work ahead. If you're a leader who's accountable for outcomes you can't force, who doesn't have the title, budget, or explicit mandate but still has to make change happen — this show is built for you. Going forward, The Trusted Guide is focused on three things: ✅ Earning trust ✅ Building influence ✅ Leading real, lasting change when authority isn't enough
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#162 Compassionomics in Action: Measurable Impact for Business Leaders and Healthcare alike
11/20/2025
#162 Compassionomics in Action: Measurable Impact for Business Leaders and Healthcare alike
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 giver. Whether you lead a care team, a corporate department, or simply want more meaning in your professional interactions, Dr. T’s work illustrates how compassion can drive loyalty, improve outcomes, and even keep your best people from walking out the door. You should listen to Dr. T because his expertise bridges the gap between touching stories and hard data. With two acclaimed books—Compassionomics and Wonder Drug—plus clinical leadership at the front lines of healthcare, Dr. T demonstrates how compassion delivers ROI. He shares evidenced-based tactics any leader can use to operationalize compassion, strengthen teams, and create unforgettable customer moments—even in high-stress, time-pressured environments. Here are three compelling questions Dr. T answers on this episode: How can business leaders operationalize compassion without losing authenticity or making it “just another initiative”? What simple, proven behaviors can leaders implement today to measurably improve compassion in their teams? What’s the REAL ROI of building a compassionate culture, and how can you quantify its impact to win executive buy-in? If you’re ready to transform the way you serve customers—and keep your teams thriving—listen and subscribe to the Delighted Customers podcast now! Find us on and . We’re available on all your favorite podcast platforms. Meet Dr. Stephen Trzeciak (“Dr. T”) Dr. Stephen Trzeciak is a physician scientist, intensive care doctor, and the Chief of Medicine at Cooper University Health Care in Camden, New Jersey. He is Professor and Chair of Medicine at Cooper Medical School of Rowan University. With over two decades of clinical and research experience, Dr. T is renowned for his work in linking compassion with improved clinical outcomes and the science behind “Compassionomics.” He’s co-authored two widely acclaimed books: Compassionomics: The Revolutionary Scientific Evidence that Caring Makes a Difference and Wonder Drug: 7 Scientifically Proven Ways that Serving Others is the Best Medicine for Yourself. His TEDx talks and keynote appearances have inspired audiences worldwide, urging leaders inside and outside healthcare to harness the measurable power of serving others. Dr. T’s research focuses on the biological effects of compassion (on both patients and care providers), strategies for building compassionate cultures, and proven methodolgies for measuring and teaching compassion. He is passionate about helping organizations—from hospitals to global corporations—improve their outcomes by focusing on the human dimension of care and leadership. Connect with Dr. T on . Show Notes & References Study: “The Power of 40 Seconds” and compassion intervention research (Journal of General Internal Medicine) JAMA Psychiatry study on compassion phone interventions for loneliness in elderly populations
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#161 Navigating the Post-Truth Era: Building Brand Trust with Emotional Inquiry
11/13/2025
#161 Navigating the Post-Truth Era: Building Brand Trust with Emotional Inquiry
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 services. The impact? When brands neglect the emotional drivers beneath surface behaviors, they risk eroding loyalty, losing relevance, and missing out on real, meaningful relationships with their customers. Why should you listen to Michael Forsberg? Michael brings a rare combination of practical expertise, academic rigor (he’s an MSU grad in Customer Experience Management and a former student in my class), and heartfelt real-world perspective. From navigating literal wildfires in Los Angeles to helping Fortune 500 brands reimagine their connection with customers, Michael understands both the stakes and the solutions for brands that want to break through "empathy gaps" and drive bottom-line results through emotional insight. Here are three essential questions Michael answers on the show: What do emotional inquiry and human truth really mean—and why do they matter for business leaders and marketers? Why is it so dangerous to rely exclusively on quantitative data when diagnosing customer challenges and designing solutions? What practical steps can organizations take to uncover emotional insights and apply them to improve experience, retention, and loyalty? Don’t miss these eye-opening insights! Listen and subscribe on , , or your favorite podcast platform—just search for "Mark Slatin." Every episode is designed for leaders who want to move past the surface and start creating truly delighted customers. Meet Michael Forsberg Michael Forsberg is Director of Client Experience at BrandTrust, a leading brand strategy and research firm. Michael specializes in leveraging applied social sciences and behavioral economics to uncover the hidden emotional engines powering consumer decision-making. With expertise spanning tech, healthcare, CPG, financial services, and more, he partners with organizations to identify and address the core emotional narratives shaping their customers' behaviors. Michael began his career in advertising as part of a media agency before moving client-side at an international humanitarian organization, which gave him a global view of human needs and motivations. He has since spent over five years at BrandTrust, helping clients design emotional inquiry research, develop brand strategies, and drive meaningful organizational change grounded in deep emotional insight. Michael holds a Master of Science in Customer Experience Management from Michigan State University and brings real-world empathy to every conversation—something that started with his own experience of responding to wildfire evacuation in Los Angeles. Connect with Michael Forsberg on or learn more about his work at . Show Notes & References BrandTrust: Emotional Inquiry Research Methodology: Michael Forsberg’s LinkedIn: All Time restaurant in Los Angeles, CA (Michael’s customer delight story): Michigan State University Customer Experience Management program: Listen on | | Available on all major podcast platforms
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#160 Rethinking Valuation: Why Customer Metrics Matter More
11/06/2025
#160 Rethinking Valuation: Why Customer Metrics Matter More
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 huge: by focusing on customer behavior and relationships, leaders can uncover hidden risks, make smarter trade-offs between short-term gains and long-term health, and build models for enduring shareholder value. If you think financials are telling you the whole story, this episode will make you think twice. Why should you listen to Rob Markey? Rob doesn’t just teach at Harvard Business School—he’s one of the world’s foremost experts on customer value, business strategy, and the metrics that really matter for growth. As co-creator of the Net Promoter System, his practical frameworks have transformed how organizations like Bain & Company help clients create true customer-centricity. Rob’s guidance blends academic rigor with real-world experience, making complex ideas actionable for any business leader looking to future-proof their organization. Here are three compelling questions Rob answers on the show: Why are traditional accounting metrics like revenue and profit reporting missing the bigger picture of customer value? How can C-suite leaders balance inevitable short-term pressures with decisions that build loyalty and drive long-term growth? What specific steps can leaders take to re-evaluate their customer base and transform the way they forecast and measure company success? Tune in now and subscribe for more thought-provoking episodes! Find the Delighted Customers podcast on and , or listen on any of your favorite podcast platforms. Make sure to leave a review to help spread the word to more customer-obsessed leaders. Meet Rob Markey Rob Markey is a professor at Harvard Business School and a globally recognized expert in customer strategy, business growth, and valuation. Before Harvard, Rob was a Senior Partner at Bain & Company, where he led Bain’s global Customer Strategy & Marketing practice. He’s best known as the co-creator of the Net Promoter System (NPS), which has revolutionized how businesses measure customer loyalty and advocate for customers at the heart of their growth strategy. Markey has consulted with hundreds of organizations worldwide, helping them shift from product-centric to customer-centric models. Rob’s work bridges the gap between academic thought leadership and hands-on business advising. His Harvard course explores these crucial topics, training the next generation of leaders to see their customers—not just their financials—as the core asset of their business. Rob’s mission is to help executives see—and manage—the trade-offs between short-term targets and the actions that secure long-term profitability and loyalty. His insights are published in leading journals and he is a sought-after speaker at global events. Rob's previous appearances on the show: #15: Pt. 1 – The Room Where It Happened: The Net Promoter Backstory with Rob Markey (Part 1) — Episode 15 #16: Pt. 2 – Measuring and Managing Customer Loyalty in a Digital World with Rob Markey (Part 2) — Episode 16 #65: The 3 Dimensions of Customer Value Creation with NPS Co-Inventor, Rob Markey (Part 1 of 2) — Episode 65 #66: Rob Markey on Building Consistent Loyalty Through Trust and Emotional Connection (Part 2 of 2) — Episode 66 Connect with Rob Markey on . Show Notes & References Fred Reichheld & Net Promoter System: Rob Markey’s Harvard Business School profile: Bain & Company: Recommended prior episodes featuring Rob Markey: See our for previous episodes. Yoshida Restaurant, Boston: Harvard Business School: Listen, subscribe, and join the conversation—your customers (and your bottom line) will thank you.
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#159 The Serial Fixer Trap: Boundaries, Burnout, and Better Leadership
10/30/2025
#159 The Serial Fixer Trap: Boundaries, Burnout, and Better Leadership
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 for us and for the people we care about, and how learning to “support, don’t solve” can transform workplaces and families. If you work in customer service, HR, management, education—or if you just find yourself constantly taking on the world’s problems—you need to hear Leah’s insights. She brings two decades of experience as a psychotherapist, mental wellness consultant, keynote speaker, former Division 1 athlete, and proud “recovering perfectionist.” Leah’s thoughtful and practical wisdom will help you recognize your own patterns and set boundaries that actually serve everyone better—not least, yourself. Here are three essential questions Leah answers in our conversation: What’s the real-world business impact when leaders fall into the “serial fixer” trap—and how does it show up on your team and bottom line? What does it actually feel like to work for, or with, someone who is always fixing and “helping”—and what damage does that cause to confidence and connection? How can you identify when you’re stuck in the fixer role, and what actionable steps can you take (from her “support, don’t solve” model) to create healthier boundaries in your relationships? I invite you to listen, subscribe, and share this episode—it just might save you (and your organization) from burnout. Find us on and , or any of your favorite podcast platforms. Meet Leah Marone Leah Marone is a licensed clinical social worker, psychotherapist, keynote speaker, and leading mental wellness consultant with over 20 years of experience. She collaborates with individuals and organizations across high-empathy, high-pressure professions—including customer service, education, HR, and healthcare. Leah is a regular contributor to Psychology Today and serves as an expert voice for Newsweek and The Atlantic. A former Division 1 athlete and self-described “recovering perfectionist,” Leah is passionate about helping individuals set boundaries, overcome burnout, and develop sustainable emotional health—both at work and at home. In her new book, The Serial Fixer (available November 11), Leah reveals why “helping” can go too far and offers a blueprint for more empowering, resilient relationships. She’s available for speaking, consulting, and team-based book studies, and loves connecting with readers and listeners. Website: Book: LinkedIn: Show Notes & References The Serial Fixer by Leah Marone: (Pre-order available; releases November 11) Leah’s main site: Leah Marone LinkedIn: Book available at Amazon, Barnes & Noble, Target, Bookshop, and other major retailers Listen & subscribe on , , or any podcast app!
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#158 The Art of Communication: Delivering Difficult News with Compassion
10/23/2025
#158 The Art of Communication: Delivering Difficult News with Compassion
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 often experience rushed, impersonal conversations when they need empathy and understanding most. This episode offers a solution—and hope—for both sides of the stethoscope. You should listen to this episode because my guest, Dr. Rachel Hitt, delivers a masterclass in patient communication. As Chief of Breast Imaging at Tufts Medical Center and Medical Director of Patient Experience for Tufts Medicine Integrated Network, she brings more than 20 years of clinical expertise and a passion for improving the way difficult news is shared with patients. Dr. Hitt is not only a practicing clinician; she’s a certified facilitator in healthcare communication and a certified patient experience professional, dedicating herself to coaching and elevating the next generation of physicians. Her insights are practical, inspiring, and applicable well beyond healthcare—for anyone who faces moments of tough conversations and wants to make those moments matter. Here are three powerful questions Rachel answers on the show: Why do so many healthcare professionals struggle with delivering difficult news compassionately—and how can they overcome barriers like exhaustion, lack of time, and institutional pressure? What is the ART model for patient communication, and how does it transform a monologue into a meaningful dialogue, even when sharing devastating diagnoses? How do small gestures—like a brief pause, gentle touch, or simply asking permission to enter—impact patient experience, loyalty, and even the bottom line for hospitals and health systems? Listen in and subscribe! Find this episode on Apple Podcasts and Spotify, and catch all future episodes on your favorite podcast platforms: (Available wherever you get your podcasts—just search for “Delighted Customers”!) Meet Dr. Rachel Hitt Dr. Rachel Hitt, MD, MPH, is the Chief of Breast Imaging at Tufts Medical Center and Medical Director of Patient Experience for the Tufts Medicine Integrated Network. With more than two decades of experience, she has touched thousands of lives, guiding patients and their families through some of their most vulnerable moments. Rachel graduated from Harvard Medical School and completed her residency in radiology and fellowship in breast imaging at Massachusetts General Hospital—two of the nation’s most prestigious medical institutions. She also holds a Master’s in Public Health from the University of Michigan and is a certified facilitator in healthcare communication through the Academy of Communication and Healthcare. Rachel is a Certified Patient Experience Professional (CPXP), and she’s equally comfortable in academic medical centers and private practice settings. She has dedicated much of her career to teaching, coaching clinicians, and speaking at conferences about how medical professionals can improve the patient experience—“chunking and checking” information, meeting people where they are, and nurturing authentic, empathetic relationships. Connect with Rachel on . References and Show Notes Dr. Steven Tresiak’s “power of 40 seconds” research () Book reference: "All Business is Personal" by Dr. Joseph Michelli (from prior episodes) RVU (Relative Value Units) model in healthcare Techniques for improving patient loyalty and experience Thanks for listening—subscribe and share if you want more episodes just like this!
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#157 The Anxious Generation
10/16/2025
#157 The Anxious Generation
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 changing the future of professional services firms and beyond. The implications are not just for the workplace, but for entire industries that rely on innovation, adaptability, and trustworthiness from their teams. You need to listen to this episode because Charlie Green is not just an expert on trust—he literally wrote the book on it! As the co-author of The Trusted Advisor and founder of Trusted Advisor Associates, Charlie brings unparalleled authority and hands-on experience to the discussion. If you’re responsible for hiring, leading, or influencing teams in any organization, Charlie offers the data, the anecdotes, and the actionable advice you need to spot warning signs and respond effectively. Here are three questions Charlie answers during our conversation: What are the biggest risks facing organizations as Gen Z moves into leadership roles? How can managers recognize and respond to "emotional fragility" and risk-aversion in their teams? What practical strategies can leaders use to build trust, resilience, and effective collaboration in a hybrid, post-pandemic world? Don't miss this timely episode! Listen and subscribe to the Delighted Customers podcast on and —plus, it's available on all your favorite podcast platforms. Meet Charlie Green Charlie Green is the co-author of The Trusted Advisor and author of Trust-Based Selling. As founder of Trusted Advisor Associates, Charlie has trained, coached, and consulted with thousands of professionals in global firms like Accenture, McKinsey, and the Big Four. His expertise centers on the mechanics of trust, trustworthiness, and how deep human connection drives the best business outcomes. With decades of experience and a powerful network, Charlie is a sought-after advisor, webinar host, and keynote speaker, especially on topics of leadership and organizational culture. Charlie holds credentials in consulting and business development, and he’s committed to helping leaders at every level create more resilient, responsive, and trustworthy organizations. Connect with Charlie on LinkedIn . Show Notes & References Trusted Advisor Associates: Charlie Green's LinkedIn: Robert Putnam, Bowling Alone (book reference) Contact Charlie Green: cgreen@trustedadvisor.com Subscribe, listen, and let me know what resonates!
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#156 Turning Data Into CX Impact: Storytelling That Sticks
10/09/2025
#156 Turning Data Into CX Impact: Storytelling That Sticks
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 explore the tools, techniques, and mindsets you need to bridge that gap—and the game-changing role that AI-driven storytelling is playing right now in CX strategy. If you’re a CX practitioner, product leader, or anyone tasked with influencing business outcomes through customer insight, you’ll want to hear directly from Ania. Her twenty-five years in the field, expertise in journey mapping, and insider knowledge on harnessing technology for business storytelling makes this episode essential listening. Whether you’re tired of your insights landing with a thud—or want to lead boardroom conversations that spark action—Ania’s guidance is practical, forward-looking, and instantly applicable. Here are three questions Ania answers in this episode: Why do even seasoned leaders struggle to translate customer data into executive-friendly narratives? How does JourneyTrack’s Storytelling AI automate the process of building empathy and urgency for C-suite presentations? What are the crucial integrations and data strategies for making journey management systems truly enterprise-ready—and how can you put them to work right away? Ready to supercharge your customer storytelling and move your executive team from data fatigue to decisive action? Listen now and subscribe so you never miss an episode: You’ll also find us on all your favorite podcast platforms! Meet Ania Rodriguez Ania Rodriguez is the CEO and founder of JourneyTrack, a pioneering journey management platform designed for enterprise-scale CX storytelling. With more than 25 years of experience, Ania has led transformational customer experience initiatives for some of the world’s most recognizable brands—including Google, where JourneyTrack first launched. She is also the founder and CEO of Key Lime Interactive, a renowned CX consultancy known for its expertise in journey mapping, research, and strategy. Ania’s leadership style blends human-centered design with data-driven rigor, and she has a longstanding reputation for coaching executives and teams on turning insights into action. She was among the earliest to bring AI-powered capabilities—like Storytelling AI and Recommendation AI—to journey management, ensuring that organizations can not only aggregate data from diverse sources (like Jira, Qualtrics, Medallia, Snowflake, and more) but can also deliver that information as compelling, actionable presentations tailored to any audience. Connect with Ania Rodriguez on Show Notes & References “Using Storytelling Playbooks to Supercharge Journey Management” (White Paper): JourneyTrack platform: LinkedIn: "Made to Stick" by Chip and Dan Heath (Velcro theory of memory): Integration partners referenced: Jira, Qualtrics, Medallia, Snowflake, Adobe Analytics, Google Analytics Forrester on Journey Management (industry wave publication): Thanks for tuning in—subscribe for more expert strategies, and let’s make customer data tell the stories that drive business forward!
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#155 The Evolving State of Customer Experience: Insights and Future Trends
10/02/2025
#155 The Evolving State of Customer Experience: Insights and Future Trends
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 impact of this transformation is profound: The role of the CX professional is expanding, expectations are changing globally, and methods that once worked are being questioned. If you care about getting your organization, team, or career ahead of the curve, you’ll want to hear what’s unfolding—and what’s next. Why should you listen to Greg Melia? As CEO of the CXPA, Greg is more than a thought leader—he’s a connector, advocate, and global influencer whose work directly shapes how companies and governments alike approach customer centricity. He and his team are pushing the boundaries of CX, integrating the latest research, championing AI-driven design, and framing the case for customer experience in terms the C-suite can’t ignore. If you want practical, future-facing insight from someone who leads the charge in building the future of CX, this is the episode for you. Here are three questions Greg answers on the show: What are the most significant shifts happening in customer experience today, and how is the CXPA responding? How can CX professionals and organizations approach AI ethically and effectively to enhance—not replace—the customer’s voice? What does it take to earn C-suite respect for customer experience initiatives, and how can you build a business case that drives real outcomes? Don’t miss this episode—listen, rate, and subscribe on your favorite podcast platforms! Apple Podcasts: Spotify: Or find Delighted Customers wherever you get your podcasts! Meet Greg Melia Greg Melia, CAE, is CEO of the Customer Experience Professionals Association (CXPA)—the premier global association dedicated to advancing the discipline of customer experience. Greg brings more than 25 years of association leadership to the table, having previously served at the American Society of Association Executives (ASAE) and held executive roles in strategy, membership, and organizational development. Greg has shaped CXPA’s direction during a time of profound change, leading initiatives to define the competencies of customer experience, expand global reach, and harness technology—including AI—to serve both corporate and public sector needs. Under his guidance, the CXPA has launched global research, overhauled its brand, and rolled out innovative tools, certification programs, and learning experiences to unite and uplift CX professionals worldwide. A frequent speaker and advisor on customer experience, leadership, and association management, Greg is recognized for fostering collaboration and creating professional communities that thrive in a rapidly changing world. He is committed to building the business case for customer centricity at every level and supporting the next wave of CX leaders as trusted advisors in their organizations. Connect with Greg Melia on LinkedIn: Show References & Resource Links Customer Experience Professionals Association (CXPA): Certified Customer Experience Professional (CCXP) certification: CX Book of Knowledge on Amazon: CX Education courses (including “Becoming a Trusted Guide”): CX Day and upcoming white paper on AI in CX: Jason Barro, Bain & NPS Prism: Connect with Greg Melia on LinkedIn:
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#154 How Political Extremes Shape Customer Loyalty and Brand Evangelism
09/25/2025
#154 How Political Extremes Shape Customer Loyalty and Brand Evangelism
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 rigor and industry insight, explores how political polarization isn’t just shaping national conversations—it’s shaping the way brands connect with customers, and how those customers, in turn, connect back. If you’re in marketing, customer experience, or simply care about understanding what really makes customers tick in today’s politically charged climate, this episode is for you. Forrest’s background with the American Customer Satisfaction Index (ACSI), along with his extensive research on brand loyalty and the nuances of political extremism, make him a must-listen expert. He’s not just sharing theories—he’s revealing data-driven insights you can act on, whether you’re a CX leader or a curious consumer. Here are three essential questions Forrest answers on the show: What is the surprising link between political extremism and “super loyalty” to brands, and how does this affect both customers and companies? Why do politically extreme customers sometimes become brand evangelists—defending their favorite brands even after service failures or price hikes? What practical ethical and strategic lessons should business leaders take away when targeting or retaining highly loyal customer segments in a polarized marketplace? Don’t miss this timely, thought-provoking conversation—listen now and subscribe so you never miss an episode. Find Delighted Customers on and , or wherever you download your favorite podcasts! Meet Forrest Morgeson Forrest Morgeson, Ph.D., is an associate professor of marketing at the Eli Broad College of Business at Michigan State University, where he currently serves as the interim chair of the Marketing Department. With broad expertise spanning marketing strategy, customer satisfaction, and management, Forrest has played a pivotal role as co-director of the doctoral program and is deeply involved in shaping the next generation of business leaders at MSU. He is renowned for his work with the American Customer Satisfaction Index (ACSI), where his research examines how consumers evaluate companies, sectors, and even government services over time. Forrest’s latest research breaks new ground by investigating the relationship between political identity and customer loyalty, shedding light on how political extremism can create deeply attached, even “defensive,” customers. He is a passionate educator, a prolific researcher, and has been published in leading journals on topics ranging from service satisfaction to the psychological underpinnings of loyalty. To learn more or connect with Forrest, visit his or connect with him on . Show Notes & References American Customer Satisfaction Index (ACSI): Oliver’s Framework for Loyalty (referenced work on the stages of customer loyalty): Recent case studies mentioned: | Connect with Forrest Morgeson: | Catch every episode of Delighted Customers on , , and all major podcast platforms!
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#153 Navigating Crisis with Integrity: Strategies for Building Trust in Customer Experience
09/18/2025
#153 Navigating Crisis with Integrity: Strategies for Building Trust in Customer Experience
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 lasting customer loyalty or irreparable damage to your brand. That’s why you can’t afford to miss my conversation with Michael Meath. Michael has spent over 40 years advising companies across the country through some of the toughest, most sensitive situations—from toxic crises to everyday reputational risks. He’s also served as interim chair of the prestigious Syracuse University School of Public Relations, shaping the next generation of communicators. If you’re a business leader, organizational communicator, or anyone invested in customer experience, Michael’s insights are a must-hear. Here are three questions Michael answers on this episode: Why is it essential for CEOs and leaders to invest in communication and public relations—not just in a crisis, but every single day? What are the most dangerous myths and common missteps companies make when high-stakes moments arise? How can leaders activate a simple yet powerful model to ensure their communications strategy is rooted in integrity, builds trust, and truly delights customers—even when things go wrong? I invite you to listen and subscribe to the Delighted Customers podcast! You can find this episode on and , as well as all your favorite podcast platforms. Meet Michael Meath Michael Meath is a nationally recognized expert in crisis communications, public affairs, and ethical leadership. With more than four decades in the field, he’s guided Fortune 500 companies, public utilities, health systems, and financial institutions through high-profile challenges—like the Tylenol cyanide scare, Wells Fargo’s fake account scandal, and environmental disasters. His innate ability to “run toward the fire” has earned him a reputation as the trusted advisor organizations hope they never have to call—but are thankful for when the stakes are highest. Michael served as interim chair and an adjunct professor at Syracuse University’s world-renowned S.I. Newhouse School of Public Communications, teaching ethics, communications, and leadership to both graduate and undergraduate students. He’s also a business owner, published author, and consultant to the military and veteran organizations. Michael’s signature model highlights the overlap between strategy, communications, and integrity—insisting that true organizational success requires all three, with integrity at the core. Connect with Michael on LinkedIn: Learn more about his work at or reach him via email at MF@falling-brooke.com. Show Notes & References michaelmeath@falling-brooke.com (Email)
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#152 Toyota’s Secret Weapon: Applying the A3 and Nemawashi for Customer Loyalty
09/11/2025
#152 Toyota’s Secret Weapon: Applying the A3 and Nemawashi for Customer Loyalty
What if the real secret to customer loyalty and transformation isn’t just about great ideas, but about how you build consensus within your organization—before you make a single move? Too often, even the smartest strategies can get derailed by resistance, misalignment, or simple miscommunication inside a company. That’s why I was eager to dig into the Japanese concept of "Nemawashi," a systematic approach to consensus-building that’s been central to Toyota’s legendary pursuit of customer delight and continuous improvement. Imagine cutting through internal silos and getting people not just to "buy in," but to truly commit—streamlining innovation from inside out. The impact? Smarter, faster, and more sustainable change that sticks. If you care about transforming customer experience and sparking lasting organizational change, you don’t want to miss this episode with Dr. Graham Hill. He brings not only a global perspective but also hands-on experience as the former head of CRM for Toyota Financial Services—where these very principles drove jaw-dropping results. Dr. Hill’s blend of academic rigor, practical insight, and international expertise makes this a must-listen for anyone looking to break down barriers and drive real, measurable progress. Here are three standout questions Graham answers on the show: What is Nemawashi, and how does it fundamentally change the way organizations drive internal consensus and transformation? Why is commitment more important than simple executive buy-in when trying to make organizational change succeed? How can the A3 model and concepts like Gemba and Kaizen help teams collaborate more effectively and boost campaign results? Don’t miss this fascinating exploration—listen and subscribe to the Delighted Customers podcast on and , or find us on all your favorite podcast platforms. Meet Dr. Graham Hill Dr. Graham Hill is a recognized global authority on customer experience, loyalty, and organizational transformation. With an extensive background spanning over thirty-five years, Graham has worked with top brands such as British Airways, Ford Motor Company, the Royal Bank of Scotland, and notably spent over five years with Toyota Financial Services in Germany as Head of CRM. There, he learned firsthand the power of Japanese business principles like Nemawashi, the A3 model, and Kaizen—applying them to drive breakthrough improvements, including a leap from a 5–10% to a 35% response rate in customer campaigns. He’s also held senior roles at firms like PricewaterhouseCoopers and KPMG Consulting, bringing both rigorous academic and practical expertise to the table. While Graham humbly resists the title of "Japanese culture expert," his immersion in Toyota’s approach has given him a unique perspective on the art and science of organizational change. Today, he’s active on LinkedIn—passionate about sharing what he’s learned and helping others cultivate more collaborative, customer-centric organizations. Connect with Graham Hill on LinkedIn: Show Note References Toyota’s Secret Weapon: The A3 Report by John Shook (MIT Sloan Management Review): Culture’s Consequences by Geert Hofstede: Steve Blank’s quote: “There are no facts inside the building.” Servqual/ RATER Model: 40 Years, 20 Million Ideas: Toyota’s Suggestion System: Tom Fishburne, Marketoonist: Connect with Dr. Graham Hill:
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#151 The Generous Leader: 7 Ways to Give of Yourself for Everyone's Gain
09/04/2025
#151 The Generous Leader: 7 Ways to Give of Yourself for Everyone's Gain
What 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: 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? What are the seven key traits that separate good leaders from exceptional, generous leaders—and how do they play out in real-world scenarios? 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 and ! 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 or his website at . Show References and Resources “The Generous Leader: Seven Ways to Give of Yourself for Everyone’s Gain” by Joe Davis Joe Davis on LinkedIn: Joe’s personal website: Harvard Business School: Boston Consulting Group (BCG): Michigan State University’s Trust and Leadership Education: CEO Joaquin Duato, Johnson & Johnson: Scott Kirby, CEO of United Airlines: Sheila Bair, former FDIC chair: Thank you for listening to the Delighted Customers podcast!
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# 150 Delta’s AI Fare Experiment: Will Smart Pricing Alienate Loyal Customers?
08/28/2025
# 150 Delta’s AI Fare Experiment: Will Smart Pricing Alienate Loyal Customers?
Is AI-powered personalized pricing the next frontier—or the next fiasco—for customer loyalty and corporate reputation? That’s the burning question I dive into with my guest, Dr. Peter Fader, on this episode of the Delighted Customers podcast. With Delta Air Lines rolling out AI-driven pricing and the world watching closely, the conversation takes a provocative turn: Should the C-suite pursue every possible drop of revenue if it risks alienating the very customers whose business it depends on? Dr. Fader walks us through the razor’s edge between innovative revenue optimization and the real dangers of going “too granular” with pricing, shining a light on the long-term risks few companies are thinking about today. Why should you tune in? Dr. Peter Fader is not just an academic—he’s a trailblazer whose work bridges the gap between data science, behavioral psychology, and pragmatic business leadership. His pioneering research on customer lifetime value and predictive analytics has redefined how top firms measure, value, and grow their customer bases for sustainable profitability—not just quick wins. If you work in pricing, revenue management, customer experience, or strategy, you need to hear his take on dynamic pricing, the emotional minefields of AI, and how to make decisions that customers—and shareholders—can live with tomorrow, not just today. Here are three key questions Dr. Fader answers in this episode: What’s the real difference between smart dynamic pricing and dangerous personalized pricing—and why should every business care? How can companies avoid the temptation of “slicing the bologna too thin” with AI, and what are the hidden long-term costs of over-optimizing for short-term profit? Where are the true opportunities and ethical boundaries in customer-based valuation, and what lessons can firms learn from industries like airlines and pro sports? Listen now and subscribe so you never miss an episode—find us on Apple Podcasts and Spotify, or on any of your favorite podcast platforms. Meet Dr. Peter Fader Dr. Peter Fader is a Professor of Marketing at the Wharton School at the University of Pennsylvania, renowned for his transformative contributions to customer analytics, customer lifetime value, and predictive modeling in business. His influential books include “Customer Centricity: Focus on the Right Customers for Strategic Advantage,” “The Customer Centricity Playbook,” and “Customer-Base Audit.” Beyond academia, Peter made waves as co-founder of Zodiac, a predictive analytics firm acquired by Nike in 2018, and continues pushing the boundaries at Theta, a company focused on customer-based corporate valuation for private equity and enterprise clients. Peter’s work stands out for blending rigorous quantitative modeling with real-world application, helping executives across industries balance the drive for immediate revenue with strategies that nurture lasting customer relationships and true organizational value. His recognitions include teaching and research awards, and he is frequently sought after for his insights by global brands, sports franchises, and media. Connect with Peter on LinkedIn: Show Notes/References Delta Airlines’ AI-driven strategic pricing news: Customer-Based Valuation (Theta): Prospect Theory – Daniel Kahneman & Amos Tversky: Dr. Fader’s books: Reference to Amazon’s 2000 personalized pricing backlash: Have a question or feedback? Reach out—I love hearing from listeners!
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#149 The Heart of Service: A Blueprint for Human Centered AI in Customer Service
08/21/2025
#149 The Heart of Service: A Blueprint for Human Centered AI in Customer Service
What really makes customer service stick—not just as a business function, but as a transformative and human-centered experience—even in an era dominated by AI and automation? That’s the burning question I dig into with my guest on this episode of the Delighted Customers podcast. If you’ve ever wondered why some organizations continually miss the mark (even with technology at their fingertips), or why change management feels like an endless uphill battle, this conversation is for you. More than ever, your customers expect seamless, empathetic experiences—and getting it wrong can cost you not just customers, but also your reputation and bottom line. You should listen to Nick Glimsdahl because he’s not only spent years on the front lines of customer experience and contact center management, but he’s also channeled those lessons into his compelling new book, The Heart of Service. Nick brings practical wisdom, powerful stories, and tried-and-true strategies to the table. He knows the pain points, understands the evolution of customer expectations, and knows how to drive meaningful change—while keeping the “heart” front and center. Here are three pressing questions Nick answers in our conversation: What are the hidden challenges (and necessary steps) when trying to transform a broken customer service culture from the inside out? How can organizations balance technology, such as AI, with the need to stay truly human and deliver standout customer experiences? What are the most common missteps leaders make when implementing new service solutions, and how can you avoid falling into those traps? Tune in now and find out why your strategy—and your empathy—both matter more than ever. Subscribe to the Delighted Customers podcast on Apple Podcasts or on Spotify, or listen on any of your favorite podcast platforms. Don’t miss an episode! Meet Nick Glimsdahl Nick Glimsdahl is an industry leader in customer experience and contact center transformation, and the author of the new book, The Heart of Service. With over eight years in the world of contact centers, Nick has witnessed firsthand the rapid evolution—and common pitfalls—of service delivery in both technology-driven and human-driven environments. As a consultant at VDS, he’s helped numerous organizations assess, reimagine, and implement successful customer experience strategies by putting people and outcomes first. Nick is also a seasoned podcaster and storyteller, using his platform and expertise to surface the real, behind-the-scenes challenges frontline teams and leaders face. He’s passionate about not only improving customer metrics like retention, employee morale, and NPS, but also championing the human side of service—helping organizations move beyond “marketecture” and truly listen to both customers and employees. Want to connect with Nick? Find him on . References from this Episode Listen and subscribe now on and , or search for “Delighted Customers” on your favorite podcast platform!
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#148 Rethinking AI Strategy in Customer Experience
08/14/2025
#148 Rethinking AI Strategy in Customer Experience
Is your business rushing into AI without really understanding how it fits into your strategy—or worse, letting “FOMO” drive your next big tech investment? On this episode of the Delighted Customers podcast, I challenge leaders to think beyond the hype and get real about the transformational (and sometimes risky) power of AI in delivering great customer experiences. With renowned customer experience innovator Bill Staikos as my guest, we dig into the strategic decisions today’s C-suite faces: not just adopting new technology, but making sure it’s purpose-built to enhance both customer and employee outcomes. Bill’s candid, practical approach exposes common missteps—like dropping AI tools into teams with no training or clarity—and offers an essential reset for anyone who wants lasting, measurable results. Bill Staikos brings rare insight as a former Senior Vice President at Medallia and Bank of New York (the world’s largest custodian bank), and as founder of the boutique consultancy B Customer Led. Tune in to learn directly from someone who has led next-gen customer experience transformations at major financial institutions, built teams to scale, and now pushes the field forward with his own new show, The Multimodal Experience. Here are three core questions Bill answers in our episode: What are the biggest mistakes companies make when incorporating AI into customer experience—and how can you avoid them? How should leaders think about the boundaries between automation and the human touch, especially in sensitive customer journeys? What’s changing about who your “customer” truly is in an age of agentic AI, and how does that reframe loyalty and relationship-building? Don’t miss this episode if you want actionable, clear-eyed guidance on making AI work for the people who matter most—your customers and employees. Listen now and subscribe via or , or find us on all your favorite podcast platforms! Meet Bill Staikos Bill Staikos is a visionary leader in customer experience, AI strategy, and organizational change, with a career spanning top roles at industry giants such as Medallia, Bank of New York, JPMorgan Chase, Credit Suisse, and American Express. He’s known for driving and scaling business outcomes in some of the most data-rich, complex environments in the world, particularly in financial services. As founder of B Customer Led, Bill helps organizations rethink how technology, data, and talent intersect to build customer-centric growth. Bill’s approach is rooted in challenging the status quo—pushing companies to break old habits, design with both the “front-of-house” and “back-of-house” in mind, and always put human goals before shiny tech. He is also the creator and host of the new podcast, Multimodal Experience, where he explores how advanced technologies are fundamentally reshaping the way brands and people connect. You can connect with Bill on LinkedIn: References from the Show (referenced as an example in the discussion)
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#147 Five Shoes for Change: Mastering Leadership Through Rapid Transitions and Change Management
08/07/2025
#147 Five Shoes for Change: Mastering Leadership Through Rapid Transitions and Change Management
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 our comfort zones holds us back, why do we continue to resist change—and what can leaders do to help teams navigate it better? In this episode of the Delighted Customers podcast, I sit down with Dennis Geelen, an accomplished author and consultant, to decode the human side of change management. We dive into strategies for easing transitions in workplaces rocked by mergers, tech shifts, and cultural upheaval. If you’ve ever faced pushback—even when a change is clearly for the greater good—Dennis’ actionable insights are for you. His creative approach takes the abstract concept of “change” and makes it tangible, actionable, and even relatable. From leadership lessons to frameworks you can use with your team tomorrow, Dennis explains it all with stories and wisdom. Here’s why you want to listen: Dennis not only brings decades of experience helping organizations lead through transition, but he also recently co-authored a new book, The Five Shoes for Change, that pairs his business expertise with clinical psychology insights. If you’re a leader, CX professional, or employee wondering why company change initiatives so often falter—or just want to build your own change muscle—this episode is essential listening. Three questions Dennis answers on the show: What are the five “shoes” you need to successfully lead yourself—and your team—through change? What are the most common missteps organizations make in change management, and how do these missteps affect employee experience? How can leaders identify and address emotional baggage that employees bring to organizational changes, such as mergers or acquisitions? Ready to build change resilience and transform your approach to leadership and customer experience? Tune in to this episode now. 👉 Listen and subscribe on Apple Podcasts 👉 Listen and subscribe on Spotify Available wherever you get your podcasts—don’t forget to subscribe, leave a review, and share with your colleagues! Meet Dennis Geelen Dennis Geelen is a renowned author, consultant, and keynote speaker specializing in customer experience, change management, and leadership. As the founder of Zero In, he’s worked with organizations across North America, helping them create customer-obsessed cultures and navigate complex transformations. His new book, The Five Shoes for Change, is a collaboration with psychologist Christian McMillan, integrating clinical psychology with pragmatic business consulting to guide individuals and companies through the turbulent waters of change. Dennis is also the author of The Zero In Formula, where he outlines a system for sustainable growth, and The Accidental Solopreneur, drawing on his own journey to entrepreneurship. Known for his engaging storytelling, Dennis brings practical frameworks to bear—with a focus on actionable steps and self-awareness that leaders can immediately implement. Find Dennis on LinkedIn: Learn more: Book updates: (coming soon) References from this episode: (coming fall 2025)
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#146 Balancing Agentic AI and Human Connection in the Contact Center
07/31/2025
#146 Balancing Agentic AI and Human Connection in the Contact Center
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 this episode of the Delighted Customers podcast, I sit down with renowned Canadian contact center consultant and trainer Mike Aoki to examine how contact centers serve as the real-time pulse of customer experience. Together, we explore the evolution of the contact center from its early telephone-based days to today's complex, omnichannel environments shaped by agentic AI and chatbot technology. The discussion underscores the significant impact that leadership priorities, technology decisions, and agent empowerment have on both customer outcomes and business performance. When the contact center is viewed merely as a cost center and subjected to relentless efficiency metrics, organizations risk not only increased customer churn, but also missed opportunities for competitive intelligence, brand loyalty, and measurable business growth. You should listen to this episode if you are committed to building an organization where customer experience is not just a catchphrase, but a measurable advantage. Mike Aoki brings over three decades of frontline and management expertise in contact centers, working closely with major organizations such as the Royal Canadian Mint, EQ Bank, and Pitney Bowes. His insights are especially relevant to leaders navigating the intersection of AI adoption, agent turnover, and rising customer expectations. In this conversation, Mike provides clear, actionable answers to these pressing questions: What are the key differences between traditional chatbots and agentic AI, and how should each be leveraged within evolving contact center operations? What are the most common mistakes leaders make when managing contact center performance, and what metrics truly matter for customer experience and long-term retention? How can organizations successfully integrate AI to support—not replace—human agents and ensure that complex, emotionally charged interactions lead to positive outcomes? If you are responsible for customer experience, service operations, or digital transformation, I would encourage you to listen and subscribe. Find the Delighted Customers podcast on and , as well as all major podcast platforms. Meet Mike Aoki Mike Aoki is a leading Canadian customer service and sales trainer with more than 35 years of experience in every facet of contact center operations. He has advised prominent organizations including the Royal Canadian Mint, EQ Bank, and Pitney Bowes on how to leverage the contact center as a strategic source of customer insight and a driver of customer loyalty. Starting his career when contact centers were voice-only operations, Mike has guided businesses through significant transitions—from FAQ-based telephone service, to the adoption of email, to the complexities of omnichannel engagement and the rise of agentic AI. A noted speaker and writer, Mike emphasizes that while technology is essential for scale and efficiency, true customer experience excellence is achieved through a balanced focus on agent empowerment, emotional intelligence, and effectiveness. He challenges leaders to reconsider the metrics and incentives that shape agent behavior and to invest in both the technical and human sides of service delivery. Mike’s hands-on experience and practical frameworks have made him a respected voice in the industry. Connect with Mike on .
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#145 Beyond the Hard Sell: The Evolution of Loyalty in the Fitness Industry
07/24/2025
#145 Beyond the Hard Sell: The Evolution of Loyalty in the Fitness Industry
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 struck me while talking with Blair McHaney, a trailblazing fitness industry leader who’s spent more than 40 years reimagining how gyms can deliver customer (or, as Blair puts it, member) experience. Too often, fitness centers focus on sales at the expense of real loyalty, missing the deeper connection that gets members to not only return, but rave about you to others—even after they’ve canceled. In this episode of the Delighted Customers podcast, Blair reveals why retention isn’t about holding onto credit cards, but about keeping (or regaining) a place in members’ hearts and minds. We dive into actionable strategies for creating club experiences so powerful that over 50% of new signups are from people who used to be members—and choose to come back. Blair’s insights are essential listening not just for those in the fitness industry, but for anyone who wants to operationalize customer experience in a way that drives lasting loyalty and real business results. His expertise in data-driven experience design, journey mapping, and hospitality is second to none. Whether you lead a gym, a bank, or a tech company, Blair will challenge the way you think about member lifecycle, operational excellence, and the critical role of small, human moments that delight customers. Here are three burning questions Blair answers on the show: Is it a myth that gyms just want to sell as many memberships as possible, hoping for high turnover—or is there a smarter, more humane way to build retention and lasting brand love? What are the often-overlooked operational “basics” (think: cleanliness, equipment repair, and front desk hospitality) that form the foundation for differentiation in a crowded industry? How do journey mapping and persona-driven training—far beyond standard SOPs—transform employee culture and drive a superior customer experience at scale? I invite you to listen, subscribe, and share this episode! Find it on and , or search for Delighted Customers on your favorite podcast platform. Meet Blair McKaney Blair McHaney is an entrepreneur, innovator, and CX educator with over 40 years of hands-on leadership in the fitness industry. He currently serves as President and CEO of MX Metrics, Medallia’s fitness vertical partner, where he leads data-driven strategies to enhance member experiences across nearly 1,000 fitness clubs worldwide. Prior to that, Blair spent three formative years at Medallia as VP of Strategic Initiatives, where his operational expertise—not tech background—helped launch scalable approaches to customer and member experience management. He’s also an owner of two successful fitness clubs in Central Washington, where he’s pioneered a radically member-centered approach to retention, alumni creation, and frontline hospitality. Blair’s journey is a testament to learning by doing: from journeyman carpenter to gym owner at age 23, to tech-enabled CX leader, he’s obsessed with operationalizing experience. He’s a champion of “alumni creation”—ensuring members who leave do so as fans, not detractors—and believes the greatest opportunities in fitness (and beyond) are found in reimagining processes, policies, and employee education to put the customer first. Connect with Blair at or by email at blair@mxmetrics.com.
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#144 From Data to Dollars: How Customer Value Drives Business Growth
07/17/2025
#144 From Data to Dollars: How Customer Value Drives Business Growth
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 you realize? In this episode, I dig deep with Dan McCarthy, Associate Professor of Marketing at the University of Maryland and co-founder of Theta, to challenge one of the most hotly debated questions in customer experience: Should all customers be treated the same? Dan’s expertise in customer lifetime value (CLV) exposes a stark reality—most companies are bleeding money on large swaths of their customer base and missing out on major growth opportunities by not prioritizing their highest value customers. The impact of understanding, modeling, and acting on CLV? Smarter resource allocation, optimized acquisition channels, and retention strategies that actually move the needle. Why should you listen to Dan? His work—frequently featured in The Wall Street Journal, Harvard Business Review, Fortune, and The Economist—sits at the intersection of advanced academic research and bottom-line business outcomes. Having sold a business to Nike and now a partner at Theta, Dan brings a rare combination of rigorous analytics and practical execution, helping both corporate leaders and investors see their customers (and their value) more clearly. If you want your business to thrive—not just survive—in a customer-driven market, this episode is essential listening. Here are three burning questions Dan answers during our conversation: How do you accurately calculate customer lifetime value, and why do so many businesses get it wrong? What are the most common missteps that leaders make when trying to identify and serve high-value customers? How can customer data be used to shift business strategy, improve profitability, and even recalibrate entire corporate valuations? Be sure to tune in and subscribe on your platform of choice: And remember, The Delighted Customers Podcast is available on all your favorite podcast platforms! Meet Dan McCarthy Dan McCarthy is an Associate Professor of Marketing at the University of Maryland’s Robert H. Smith School of Business, and a co-founder of Theta, a leading business focused on customer lifetime value prediction and insights. Previously, Dan taught at Emory University’s Goizueta Business School for seven years before moving to Maryland (my alma mater—Go Terps!). Dan’s innovative research and commentary on customer lifetime value, corporate valuation, and unit economics have attracted national attention, appearing in media outlets such as Harvard Business Review, The Wall Street Journal, Fortune, Barron’s, CBS, CNBC, and The Economist. He is also nationally recognized for his work partnering with Dr. Peter Fader, with whom he initially founded a business acquired by Nike before their current collaboration at Theta. Before his academic career, Dan earned both his undergraduate and PhD degrees from the Wharton School at the University of Pennsylvania. He spent several years on Wall Street at a hedge fund, bringing a financial and data-driven lens to marketing science. As a frequent speaker and consultant, Dan helps enterprise leaders, marketers, and investors leverage advanced modeling to answer high-stakes questions about profitability, resource allocation, and growth. To connect with Dan, reach out on . References and Show Notes Learn more about Connect with Dan McCarthy: Past podcast guests mentioned: Fred Reichheld (on CX metrics), Dr. Peter Fader (Wharton School, on not treating all customers the same) Read Dan's and Peter Fader’s research: (example discussed: CLV, growth, and valuation) Media coverage: , , , , , (loyalty programs and customer value example) Ready to rethink your approach to customers? Hit play and subscribe now!
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#143 The Bravery Effect: Lessons from a Marine and Leadership Expert
07/10/2025
#143 The Bravery Effect: Lessons from a Marine and Leadership Expert
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 what’s uncomfortable actually unlock your best results, greater job satisfaction, and even more meaningful customer experiences? In this episode of the Delighted Customers podcast, I dive deep with Jill Schulman, Marine Corps veteran, leadership consultant, and author of The Bravery Effect. Together, we explore how the ability to be brave—especially in business—can reshape not only what we accomplish, but who we become. If fear is quietly dictating the pace of progress and innovation at your organization, Jill’s approach to bravery will challenge your thinking and inspire you to lead differently. You’ll want to tune in because Jill’s work spans battlefields, boardrooms, and classrooms alike. Her background in the Marine Corps, Fortune 500 consulting, and positive psychology at the University of Pennsylvania gives her a distinctive perspective on why facing discomfort is essential for growth. She breaks down practical tools and strategies you can use to build your own bravery skills and create cultures where people dare to step out of their comfort zones. Here are three questions Jill answers on the show: What are the most common myths and misconceptions leaders have about bravery—and why do they matter? How can you set brave goals for your team without overwhelming them, and why does this drive both engagement and results? What practical, research-based steps can anyone take to build their bravery “muscle” and overcome fear in the workplace? Ready to rethink what it means to be brave—in leadership, customer experience, and in life? Listen and subscribe now! Apple Podcasts: Spotify: You’ll also find us on Amazon Music or wherever you like to get your podcasts. Meet Jill Schulman Jill Schulman is a United States Marine Corps veteran, leadership consultant, and author of The Bravery Effect. Her work focuses on developing leaders at all levels, drawing on her diverse experience as a Marine Corps demolition team leader and pharma sales professional, as well as her advanced study in positive psychology at the University of Pennsylvania. Jill has spent over 25 years working with organizations ranging from Fortune 500s to small businesses, training leaders to move from “safe and stuck” to “bold and brave.” She is on a personal mission to help people not only embrace challenges, but run toward them, knowing that the biggest breakthroughs come from moments of discomfort. Jill delivers engaging evidence-based strategies for conquering fear, elevating engagement, and bringing out the best in ourselves and our teams. Connect with Jill on LinkedIn: Show Notes & References: Jill Schulman’s website and newsletter: The Bravery Effect book—available everywhere books are sold Research referenced: Martin Seligman (PERMA Model), Mihaly Csikszentmihalyi (Flow), Aaliyah Crum & Kelly McGonigal (Stress Mindset Theory), Albert Bandura (Self-Efficacy Theory), Daniel Kahneman (Behavioral Economics & Risk Aversion) Join us for this impactful conversation! Let’s discover together how bravery—not comfort—is the path to delighting customers and transforming organizations.
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#142 Leadership Blind Spots and How to Avoid Them
07/03/2025
#142 Leadership Blind Spots and How to Avoid Them
What if the key to sustainable business growth isn’t just about generating new leads, but about truly understanding and retaining your existing customers? Are you aware of the invisible forces sabotaging your efforts to create a loyal customer base—and, more importantly, what you can do to fix them? In my latest episode of the Delighted Customers podcast, I sit down with Roger Nicholas, co-author of The CX Lighthouse and a seasoned business growth leader who brings over 25 years of experience in revenue training, business operations, and CX execution. Roger breaks down the real reasons small to medium-sized businesses (SMBs) struggle with customer retention and reveals why traditional customer experience (CX) strategies are often missing the mark. He shows how using behavioral science and practical frameworks can help you identify your leadership blind spots, better understand your team and customers, and create CX strategies that actually move the needle. You should listen to Roger because he’s not only walked the walk, driving growth for SMBs and enterprises alike, but he’s also created a practical, actionable playbook tailored to businesses that don’t have the massive resources of the Fortune 500. Together with his co-author, he demystifies CX, making it accessible—and adaptable—so listeners (whether startup founders or established leaders) can create systems that delight, differentiate, and drive referrals. If you want the blueprint for scaling your business through customer experience, Roger’s insights are simply essential. Here are three thought-provoking questions Roger answers on this episode: What are the most common (and costly) leadership blind spots that undermine customer experience, and how can you spot them in yourself? Why is adapting (not just adopting) best-in-class CX strategies crucial for SMBs, and how do you tailor them to fit your unique customer needs and operational realities? How can businesses shift from reactive churn management to proactive customer retention—and what’s the ROI boost you can expect from that shift? Don’t miss this powerful conversation! Listen to the episode and subscribe to the Delighted Customers podcast on and , and find us on all your favorite podcast platforms. Meet Roger Nicholas Roger Nicholas is a business growth leader with over 25 years of expertise in revenue training, CX execution, and operations across diverse industries. As the co-author of The CX Lighthouse: Navigating Business Growth with Customer Experience, Roger is on a mission to help small and medium-sized business owners unlock the ROI of customer-centric strategies tailored to their size and market—not just enterprise models. An inductee of the Cigna New Tau Entrepreneurial Honor Society and a Howard University graduate, Roger has held key leadership positions, including work with WMATA (Washington Metro). His approach combines the latest in behavioral science with hands-on business development, delivering actionable strategies for lasting growth and customer loyalty. Connect with Roger Nicholas on . Show Notes & Resources CX Lighthouse 10 Day Challenge: Identify alignment between your business and customer expectations: Leadership Blind Spots Assessment — “Leadership EKG” tool based on behavioral science Listen, subscribe, and elevate your CX game today!
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#141 Designing for Trust: Building Confidence from First Click to Last Mile
06/26/2025
#141 Designing for Trust: Building Confidence from First Click to Last Mile
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 see and hear for yourself? In a constantly evolving digital landscape, the journey from a customer’s very first click to their final interaction is more complex—and crucial—than ever before. But many leaders believe that their customer experience is far better than it really is—a costly blind spot that leads to missed opportunities for building trust and loyalty. How can organizations truly see their products and services through their customers' eyes and outpace the competition in building brand confidence? You won’t want to miss this week’s Delighted Customers Podcast, where Mark Slatin sits down with Baran Erkel, Chief Strategy Officer at User Testing. Baran’s rich background—from developer to consulting to enterprise SaaS leadership—gives him a unique 360-degree view on why empathy at scale is the new differentiator and how User Testing’s platform enables businesses to bring the authentic voice of the customer into every decision. If you’re a leader who wants to turn insight into action, streamline feedback loops, and future-proof experiences in the age of AI, Baran’s expertise is essential listening. Here are three compelling questions Baran Erkel answers on this episode: Why is traditional customer feedback (like NPS surveys) not enough for truly understanding and closing the customer experience gap? How does User Testing enable organizations to “get out of the building” and immerse themselves in real-time, video-based customer feedback—even at scale? What is the transformative role of AI in the future of human insights, feedback, and designing for trust? Tune in to this insightful conversation and discover how to proactively bridge blind spots in your customer journey. Listen and subscribe on and —or catch Delighted Customers on all of your favorite podcast platforms so you never miss an episode! Meet Baran Erkel Baran Erkel is the Chief Strategy Officer at User Testing, where he leads strategy, corporate development (including mergers and acquisitions), and product management for their industry-leading platform. With over 15 years in enterprise software and a career foundation in computer science and consulting, Baran’s passion lies in helping businesses harness human insights to drive innovation and deepen customer trust. User Testing, founded in 2008, now serves over 3,000 clients—including global enterprises in financial services, tech, and retail—by enabling rapid, actionable feedback through both digital and physical customer experiences. Baran is committed to equipping organizations with the tools and mindset shifts needed to close the “experience gap” and thrive in today’s competitive landscape. Connect with Baran on . Show Note References Coupa Café anecdote illustrating the powerful impact of real-time, direct customer feedback The Bain & Company “CX Gap” statistic User Testing’s role in transitioning from reactive to proactive customer listening The future of AI-powered feedback and its integration with human insights Don’t forget to listen and subscribe—transform your approach to customer experience starting today!
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#140 Measuring the True Cost of Negative Customer Experiences
06/19/2025
#140 Measuring the True Cost of Negative Customer Experiences
What if negative customer experiences matter more than you think—impacting your bottom line far beyond any single complaint or glowing review? In the latest episode of the Delighted Customers podcast, we dive into why negative experiences carry outsized influence on customer loyalty and business revenue. Many leaders mistakenly chase the most frequent irritants, but as our guest explains, it’s not about quantity—it’s about which problems have the greatest financial impact. If you're a CX leader struggling to prove the ROI of your work, you’ll want to tune in for innovative strategies that bridge the gap between customer insights and business results. Why listen to this episode? Paula Courtney, President of the Verde Group, is a global authority on customer retention and quantifying the financial risk of customer experience missteps. With over 30 years of research published in BusinessWeek, Forbes, the Wall Street Journal, and Harvard Business Review, Paula brings a unique, science-backed approach to identifying the most consequential pain points in your customer journey. Her team’s methods have helped organizations around the world—across 35 countries—focus investments where they count and avoid common CX measurement pitfalls. Here are three engaging questions Paula answers on this episode: Why do negative experiences have a disproportionate effect on customer behavior—and what psychological principles drive this phenomenon? What critical missteps do organizations make by relying on “applause meter” surveys and chasing the wrong metrics? How can leaders accurately quantify the financial risk of negative experiences and build a rock-solid business case for CX investment in the boardroom? Don’t miss this essential conversation for anyone seeking to transform their customer experience—and get buy-in from the C-suite. Listen to the episode now and subscribe so you never miss insights from top industry leaders. Listen & Subscribe: Available on all your favorite podcast platforms! Meet Paula Courtney Paula Courtney is the President of the Verde Group, a global market research consultancy specializing in customer retention and the quantification of customer experience ROI. For over three decades, she has led the development of research methods that help organizations not only identify but truly measure the economic impact of customer experiences—especially the negative ones most likely to drive churn. Paula’s expertise has been featured in prominent outlets such as BusinessWeek, Forbes, the Wall Street Journal, and Harvard Business Review. Her work is rooted in psychology, utilizing principles like negativity bias and loss aversion, and grounded in data science to separate “noise” from actionable insights. An international leader, Paula and her team have supported customer-centric transformation in over 35 countries, providing business leaders with tools to prioritize investments and foster real, financially measurable change. Learn more about Paula and the Verde Group at Connect with Paula Courtney on LinkedIn: Show Notes & References Verde Group: Monthly newsletter, research blogs, and case studies: Available on Verde Group’s website Be sure to subscribe and leave a five-star review to support the podcast and spread the word!
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#139 Client Onboarding and The Trust Equation - Part 2 of 2
06/12/2025
#139 Client Onboarding and The Trust Equation - Part 2 of 2
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 before it ever reaches the end user? That question has been top of mind for me, and it’s exactly why I was so excited to sit down with Lisa Schwartz, Chief Operating Officer of Mathematica, on the latest episode of the Delighted Customers podcast. If you’ve ever wondered how trust really forms—not just in simple transactions, but in complex relationships where intermediaries stand between your company and your customers—you’re not going to want to miss this conversation. The little things we do, and the way we handle nuanced moments, can echo throughout an entire organization and set the tone for customer loyalty and business success. I invite you to join me and Lisa as we explore the real-world power of trust. Lisa brings together an incredible mix of deep research, operational leadership, and street-smart experience (from her PhD in Developmental Psychology to her days as a bartender, practicing personalization long before it was a business buzzword). I learned so much from her perspective—she simply “gets it,” blending science, practical application, and genuine emotional intelligence in a way that makes it easy to apply to any customer relationship, no matter your industry or selling channel. Here are three powerful questions we tackle together on the show: How can you demonstrate credibility and reliability when you don’t actually control the front-line customer interactions? What are best practices for creating intimacy and lowering self-orientation in situations where direct access to the end user isn’t possible? What kinds of small gestures truly move the needle in building lasting customer partnerships and loyalty? If these are questions you wrestle with—or you want to elevate trust inside and outside your organization—I hope you’ll listen in. Subscribe to Delighted Customers on and , or find us on your favorite podcast platform. Your feedback and support mean the world to me, and I can’t wait for you to experience what Lisa has to share! Meet Lisa Schwartz Lisa Schwartz, Ph.D., is the Chief Operating Officer of Mathematica, a leading research and data consulting firm committed to improving public well-being through evidence-based solutions. With academic roots in developmental psychology (PhD, University of Maryland, College Park), Lisa spent years progressing from project leadership to executive management at Mathematica. Since 2019, she has driven the company’s customer experience strategy across all divisions, spearheading initiatives that blend data-driven objectivity with a client-centric approach. Lisa’s expertise lies in translating academic research into actionable, scalable business practices, all while championing relational trust as the cornerstone of every client journey. Catch Part 2 of 2 with Lisa on Episode #139! Connect with Lisa Schwartz on . Show Notes and References Learn more about Mathematica: Explore the Gottman Institute’s work on emotional bank accounts: Read about the Trust Equation from “The Trusted Advisor”: Meet Lisa Lisa Schwartz brings 20 years of research and leadership experience to her role as COO at Mathematica, where she guides operational strategy and advances customer experience initiatives. A passionate proponent of evidence-based solutions, Lisa is recognized for blending the objectivity of research with the empathy required for impactful client relationships.
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#138 Client Onboarding and The Trust Equation-Part 1 of 2
06/05/2025
#138 Client Onboarding and The Trust Equation-Part 1 of 2
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 anyone else? For executives and customer experience leaders, the onboarding process is much more than an administrative formality—it's the first date, the pivotal moment when a client decides whether to pursue a deeper relationship or walk away. In this episode of the Delighted Customers podcast, Mark Slatin sits down with Lisa Schwartz, COO of Mathematica, to unpack the psychology and structure behind onboarding experiences that build trust, foster loyalty, and drive business results. Lisa draws from her unique blend of research expertise and executive experience to reveal why onboarding is critical for long-term client engagement and how intentional, personal touches can transform a standard process into lasting advocacy. Why listen to Lisa Schwartz? With a PhD in psychology from the University of Maryland and two decades at Mathematica, Lisa bridges academic rigor with operational excellence. She’s led the company’s customer experience transformation since 2019, skillfully adapting evidence-based practices to real-world client relationships. Lisa's passion for humanizing business, her practical analogies, and her research-backed strategies ensure takeaways for leaders seeking meaningful change in their organizations. Here are three provocative questions Lisa addresses in this insightful conversation: Why does the typical “welcome email” fall drastically short of what true onboarding should accomplish? What are the most common myths and pitfalls organizations fall into when designing onboarding experiences? How can customer experience leaders use psychological principles—like trust building and emotional “deposits”—to foster client relationships that last for years? Don’t miss out! Listen to Lisa’s episode of the Delighted Customers podcast and subscribe to get every new insight. Find the show on and , or on any of your favorite podcast platforms. Meet Lisa Schwartz Lisa Schwartz, Ph.D., is the Chief Operating Officer of Mathematica, a leading research and data consulting firm committed to improving public well-being through evidence-based solutions. With academic roots in developmental psychology (PhD, University of Maryland, College Park), Lisa spent years progressing from project leadership to executive management at Mathematica. Since 2019, she has driven the company’s customer experience strategy across all divisions, spearheading initiatives that blend data-driven objectivity with a client-centric approach. Lisa’s expertise lies in translating academic research into actionable, scalable business practices, all while championing relational trust as the cornerstone of every client journey. Catch Part 2 of 2 with Lisa on Episode #139! Connect with Lisa Schwartz on . Show Notes and References Learn more about Mathematica: Explore the Gottman Institute’s work on emotional bank accounts: Read about the Trust Equation from “The Trusted Advisor”: Meet Lisa Lisa Schwartz brings 20 years of research and leadership experience to her role as COO at Mathematica, where she guides operational strategy and advances customer experience initiatives. A passionate proponent of evidence-based solutions, Lisa is recognized for blending the objectivity of research with the empathy required for impactful client relationships.
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#137 From Oprah to Branson: 5 Celebrity Archetypes Every CX Leader Needs
05/28/2025
#137 From Oprah to Branson: 5 Celebrity Archetypes Every CX Leader Needs
What if you could unlock executive buy-in—and real alignment—by channeling the breakthrough strategies of world-famous celebrities in your customer experience approach? In this episode of the Delighted Customers podcast, guest Ania Rodriguez flips the script on how CX leaders can influence their C-suite and drive transformative change. By drawing on the archetypes of iconic figures like Oprah, Lady Gaga, Richard Branson, Mark Cuban, and Taylor Swift, Ania reveals how leaders can meaningfully connect with stakeholders, avoid the "hero's trap," and move from mere buy-in to active organizational alignment. The impact? A more dynamic, emotionally intelligent, and business-savvy customer experience program that gets noticed—and gets results. Listeners should tune in to hear from Ania Rodriguez, an award-winning CX and UX advisor to Fortune 500 companies—and the founder behind both Key Lime Interactive and JourneyTrack. Ania’s hands-on experience helping brands like Google, Cisco, Amazon, Meta, and Disney achieve double-digit growth brings practical, actionable insight for customer experience leaders at every stage. Here are three big questions Ania answers on this episode: What’s the difference between passive buy-in and active alignment—and how do CX leaders get to the latter? Which “celebrity archetype” do you need to channel when working with key executives on journey mapping and change management? How can AI-powered tools like JourneyTrack help organizations synthesize data, spot emotional inflection points, and make smarter, faster CX decisions? Don’t miss this episode—it’s packed with memorable analogies, real-world case studies, and Ania’s expert playbook for leading change. Listen and subscribe now on or , or find Delighted Customers on all your favorite podcast platforms! JourneyTrack is a proud sponsor of The Delighted Customers Podcast about how JourneyTrack can help you leverage AI to improve CX. Meet Ania: Ania is a self-made entrepreneur who has made a name for herself, serving as a CX/UX advisor to Fortune 500 companies around the world for over two decades. Known for her focus on actionable results and quality, Ania’s leadership has resulted in double-digit growth for her first company, Key Lime Interactive, over the past decade. The company has emerged to become one of the leading user experience research firms in the United States. Her work as a CX/UX strategist and researcher demonstrated to her the need for a platform that could take her journey mapping vision to the next level. JourneyTrack is the tool that meets that vision. Email Ania mentioned: form form website feature feature Blog post: Blog post: Blog post:
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#136 Beyond Tools & Tactics: "Becoming a Trusted Guide" - New On-Demand Course
05/22/2025
#136 Beyond Tools & Tactics: "Becoming a Trusted Guide" - New On-Demand Course
Are you struggling to cut through organizational resistance and win real buy-in for your customer experience (CX) initiatives? You’re not alone. Even the most skilled CX professionals and change leaders often face the uphill battle of influencing executives and key stakeholders—especially when budgets are tight and positional authority is limited. That’s exactly why the launch of the new on-demand course, "Becoming a Trusted Guide: Empowering CX Leadership," is so exciting for anyone looking to make meaningful change in their organizations. Gabe Smith, CCXP, Content Manager and Associate Director at the Customer Experience Professionals Association (CXPA), joins me to preview this new course and spotlights CXPA's new learning platform, CXeducation.com—crafted specifically so you can access high-impact learning anytime, from anywhere in the world. I explain how this program goes beyond traditional training: you’ll discover strategies to shift your mindset, frameworks for building stakeholder trust, and practical tools you can apply immediately in your unique business context. Plus, if you’re working toward your CCXP certification, the course qualifies for critical credit hours. Here are three pressing questions Gabe and I answer in this episode—each one explored through the lens of this innovative course: Why is it so challenging to secure real executive support for CX—and what new frameworks in the course will help you overcome this barrier? How does on-demand, asynchronous learning transform professional development for busy change leaders worldwide? What actionable steps can you take right now to move from being a “CX hero” to a “trusted guide” and win broader organizational alignment? Ready to transform how you lead change and champion customer experience in your organization? Dive into this episode and unlock details on the new course that could accelerate your CX career. Listen and subscribe on or , or find Delighted Customers wherever you enjoy podcasts. Be first in line to benefit—this is a game-changer for anyone serious about leading CX transformation! Meet Gabe Smith Gabe Smith, CCXP, is the Content Manager and Associate Director for the Customer Experience Professionals Association (CXPA). With five years at the CXPA and previous hands-on CX experience at the American Cancer Society, his mission is to empower professionals to lead with impact. At CXPA, he drives content strategy, knowledge sharing, and global standards like the CCXP certification and on-demand learning through cxeducation.com. His focus is advancing the CX field and helping you sharpen your leadership. Show Notes & References Discover and enroll in the new on-demand course: Explore more resources and the global CX community: Learn more about Mark Slatin and other courses: www.empoweredcx.com Don’t forget to subscribe and make the Delighted Customers Podcast your weekly CX leadership advantage!
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#135 Emotional Imprinting and the Future of Experience Management
05/15/2025
#135 Emotional Imprinting and the Future of Experience Management
Join us for a special episode featuring Lou Carbone, widely regarded as the father of the experience management movement. As the founder, president, and chief executive, Chief Experience Officer of Experience Engineering, a Minneapolis-based consulting firm dedicated to customer and employee experience management, Lou brings over 30 years of expertise to the discussion. He pioneered the field with his groundbreaking 1994 article "Engineering Customer Experiences," which may have originated the term "customer experience." Lou is also the author of the book Clued in, How to Keep Customers Coming Back Again and Again and has worked with major companies like Pizza Hut, KFC, Avis, H&R Block, General Motors, IBM, and Taco Bell. He has lectured and taught at leading institutions like Harvard Business School and Cornell School of Business and is currently a Professor of Practice at Michigan State University in the Customer Experience Management Program. Why listen? Lou believes the profession is at a crossroads and will challenge conventional thinking about CX, exploring the current state of the profession and offering insights into moving beyond traditional approaches to create truly distinctive value. He will discuss how organizations can shift their focus from how customers feel about the brand to how they cause them to feel about themselves after interacting with the brand, highlighting the critical role of emotional imprinting in designing memorable experiences that drive value. Tune in as we explore: •What does it mean when we say "customers cannot not have an experience," and how does this fundamental truth shape the approach to experience management? •How can organizations move beyond fixing problems ("fixing broken") to design experiences that leverage emotional imprinting and lead to "distinctive economic value"? •In a world where the definition of CX is fragmented, how can understanding "next practices" rooted in emotion, psychology, and neuroscience help prove the ROI and Return on Strategy of experience management initiatives? -------------------------------------------------------------------------------- If you enjoyed this episode, please subscribe, rate, and review the Delighted Customers podcast on your favorite platform! Your support helps us bring you more insightful conversations with leaders shaping the future of customer experience. Apple Podcasts (US): Spotify: Search "The Delighted Customers Podcast with Mark Slatin" in the Spotify app or website Amazon Music: radio.net: Official Website & Other Platforms:
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#134 "It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX
05/08/2025
#134 "It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX
"It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX Join us for an insightful conversation with Howard Behar, a pivotal figure in Starbucks' legendary growth. As the President of Starbucks North America and the founding President of Starbucks International for 21 years, Howard participated in the company's expansion from just 28 stores to over 15,000. He also served on the Starbucks board of directors for 12 years before retiring. He's also authored two books on leadership titled "It's not about the Coffee" and "The Magic Cup," book titles that encapsulate his core philosophy. In this episode, Howard tackles a fundamental challenge faced by rapidly growing businesses: How do you scale operations from a small number of locations to a global empire while preserving the deeply personal customer experience that made you successful? Howard argues that the answer lies not just in the product, but in a relentless focus on people – both employees and customers – understanding that Starbucks was always "in the people business serving coffee, not the coffee business serving people". Listen in as Howard shares firsthand how this philosophy drove extraordinary growth and answers critical questions, including: •How did the philosophy "we're in the people business serving coffee, not the coffee business serving people" shape Starbucks' approach to customer experience? •How did Starbucks manage its rapid expansion from 28 stores to over 15,000 while maintaining a consistent, personal customer experience? •How did leadership make decisions about investing in initiatives and supporting teams, particularly when facing the challenge of proving the ROI of customer experience? Discover actionable insights on servant leadership, empowering employees, the power of listening, and taking calculated risks to build a truly people-centric organization that delights customers and achieves remarkable growth. Don’t miss this eye-opening conversation with Greg Kihlstrom! Listen and subscribe to the Delighted Customers podcast on and , or find us on your favorite podcast platform Meet Howard Howard Behar's extensive career spans over 50 years in consumer-oriented businesses. He served at Starbucks Coffee for 21 years, retiring after participating in the company's growth from 28 stores to over 15,000 across five continents. He held pivotal leadership roles as President of Starbucks North America and the founding President of Starbucks International. Howard also served on the Starbucks board of directors for 12 years before retiring. He is the author of two books on leadership. Books by Howard Behar: It's not about the Coffee The Magic Cup Show Notes and References: Howard Behar has agreed to share his personal document for inclusion in the show notes. Connect with Howard Behar (Generously Provided by Howard): - Cell Phone: 206-972-7776 (Call or Text - he will get back to you) - Email: hb@howardbehar.com
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