The Delighted Customers Podcast with Mark Slatin

Welcome to the Delighted Customers Podcast, your go-to resource for practical insights and thought leadership in enhancing customer experiences. Recently ranked in the top 20 on Apple’s Management charts in the US, we bring you discussions with top experts aimed at empowering leaders to elevate customer experience.

#81: Strategies for making cx your growth engine 04/25/2024

#80: Designing Experiences that drive loyalty 04/18/2024

#79: Lessons from an ER doctor w/Dr. Judy Wolfe, Associate Chief Experience Officer, Cleveland Clinic 04/11/2024

#78: Three Keys to Driving Customer Advocates 04/04/2024

#77: Joe Pine: The Origin of "Customer Experience," The Experience Economy, and What's Next 03/28/2024

#77: Joe Pine: The Origin of "Customer Experience," The Experience Economy, and What's Next Joe Pine is on my Mount Rushmore of Customer Experience. He shares the exact moment, quite by accident, that the concept of "experience" as the next economy after the service economy was hatched. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money featuring an all-new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre & Every Business a Stage. Joe believes that goods and services are no longer enough; what customers want are experiences—memorable events that engage each individual in an inherently personal way. Join me on The Delighted Customers Podcast as Joe shares a vision for business—a world focused on human flourishing, where individuals become better people and achieve their goals. Discover how understanding your customers' wants, needs, and desires can help you create greater value and make a positive impact. Joe shares practical insights and real world stories of how you can drive business outcomes. Here are some highlights: The concepts of mass customization and the experience economy Creating robust, cohesive, personal, dramatic, and transformative experiences Comparing work to theater and the importance of intentional and engaging experiences Changing the world of business to focus on human flourishing The importance of not wasting customers' time and aligning value with what customers value The concept of "customering" and the individualization megatrend Resources The Delighted Customers podcast website: Sign up for The Trusted Guide newsletter here: Get the latest news and updates on LinkedIn here: Register for the next Trusted Guide Roadmap™ Master Class here: The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30535868

#76: Pink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt 03/21/2024

#76: Pink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt Pink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt I can’t think of a better illustration of how to prove the ROI of Customer Experience. Ron Holt sees opportunities in bad customer experiences. In fact, he built a successful home cleaning based on disrupting a legacy industry by differentiating the experience his customers receive. The model allowed him to scale a one-store cleaning business into a $40M nationally-recognized brand with 90 locations across the country. Ron shared his entrepreneurial journey and the compelling story behind his company, Pink Zebra Moving. It’s more than just a business success story - it's a masterclass in innovation, customer experience, and entrepreneurial spirit in the home services industry. 🔥Here are 3 key takeaways from our conversation: - **Innovate With Customer Experience in Mind:** Ron emphasizes the importance of making the moving process fun. By focusing on building personal relationships and creating memorable experiences for customers, Pink Zebra Moving stands out in the highly competitive moving industry. - **Cultural Fit is Key When Scaling:** As the company expands, Ron is careful to maintain its unique ethos. Selecting franchise owners who genuinely share the company's mission is crucial for preserving the brand’s vision and ensuring consistent, high-quality service across all locations. - **Fail Forward and Commit to Your Vision:** Ron's honest reflections on the challenge of scaling a business and transitioning between industries reveal that perseverance and a clear vision are essential. Embracing mistakes as learning opportunities is a part of the entrepreneurial path toward success. Resources The Delighted Customers podcast website: Sign up for The Trusted Guide newsletter here: Get the latest news and updates on LinkedIn here: Register for the next Trusted Guide Roadmap™ Master Class here: The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30444198

#75: What’s the Pioneering Edge for Today’s CX Leaders according to the NPS Creator 03/14/2024

#74: Closing the Gap Between Brand Promise and Customer Experience with Nick Zeisler 03/07/2024

Bruce Temkin's Blueprint for Fostering Trust in CX and Beyond 02/28/2024

Bruce Temkin's Blueprint for Fostering Trust in CX and Beyond This episode features someone who has been at the forefront of the customer experience movement, tirelessly leading the charge in understanding how trust shapes our interactions: CX luminary Bruce Temkin. Bruce co-founded the Customer Experience Professionals Association and broke the news on this episode, that he will be transitioning as Head of the XM Institute (Qualtrics) to the next chapter of his life. This is a very special episode because Bruce and I explore the critical importance of trust as it relates to CX and ultimately, generating positive financial results. In this episode: Why the XM Institute declared 2024 as "The Year of Trust" the misconceptions CX leaders have about trust, and how can these potentially lead to ineffective customer experience strategies the connection between game theory and trust-building and how leaders can benefit by understanding that connection the difference between cognitive and affective trust Meyer Davis and Shorman's definition of trust is discussed and how does this definition informs our understanding of interpersonal and professional relationships How to repair broken trust A sneak peak about what Bruce has planned for the next chapter of his life Meet Bruce Change creator, thought shaper, and movement maker who helps organizations become more human-centric. I help leaders gain clarity amid paralyzing levels of ambiguity, complexity, and uncertainty. I've advised many of the world's leading brands and hundreds of tech companies -- from start-ups to software behemoths. I'm often referred to as the “Godfather of Customer Experience” for defining and propelling the disciplines of Customer Experience (CX), Employee Experience (EX), and Experience Management (XM). I've helped shape multiple industry mega trends, including: Internet economy, cloud computing, digital transformation, CX, EX, and XM. The core of my work is an ability to forecast technology-driven trends, anticipate their impact on human beings, simplify the complex, and provide clear and actionable advice. I'm a builder who has led the creation of multiple global organizations. As an engineer at heart, I'm always intrigued by how things work. I study human behavior and how it is affected by different environments such as being a customer, employee, patient, fan, or senior executive. My advice always considers how different decisions will affect people, and how those moves will play out at scale and over time. So what is my profession? I have no idea. All I know is that I'm on an ongoing learning journey, continuously looking for ways to improve the world through a combination of empathy, strategy, experience design, leadership, and organizational behavior. Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144373

The Crossroads of CX and UX: A Conversation with Darren Hood 02/22/2024

The Crossroads of CX and UX: A Conversation with Darren Hood Every customer experience leader should know the basics of UX and how it fits into the overall CX landscape. In this episode, I talk with UX expert Darren Hood, who has 28+ years of human-computer interaction, information architecture, and usability experience. He's a faculty member in the Masters of Science in Customer Experience Management at Michigan State University as well as several other colleges where he teaches UX. The show is packed with useful insights and practical tips like: The parallel importance of CX and UX in understanding and improving customer experiences. How UX heuristics were applied to the Fathead custom decal upload process to reduce abandonment rates? intervention with a heuristic analysis at Rocket Mortgage serve as a case study for the immediate impact of UX on a company’s profit margin? the risks of implementing AI in UX design without a solid grounding in UX principles What he statistics from IBM, NASA, Coca Cola, Apple, and Whirlpool reveal about the return on investment and competitive advantage of being a design-led, UX-focused company Meet Darren Darren is extremely passionate about all things UX, holding 28+ years of experience in the discipline. Darren’s professional footprint spans such organizations as Ford Motor Company, General Motors, DigitasLBi, MRM/McCann, Wunderman Digital, Bosch, Ryder, Rocket Mortgage, Omnicell, Cengage Learning, National Geographic Learning, Sherwin-Williams, Duracell, and USA Networks, to name a few. In academia, he serves and has served as an adjunct professor, teaching UX-related courses at several universities including UCLA, Michigan State University, Lawrence Technological University, Brandeis University, and Kent State University. Darren is one of the authors featured in the book “97 Things Every UX Practitioner Should Know.” You can also hear Darren on The World of UX podcast, available through a host of popular sources. Darren is currently a doctoral candidate, completing a Ph.D. in Educational Leadership from Northcentral University. Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144378

The Contagious Enthusiasm and Customer Intimacy Quadrant with Mary Poppen 02/15/2024

The Contagious Enthusiasm and Customer Intimacy Quadrant with Mary Poppen Employee experience and customer experience outcomes are inextricably linked. That data (going back to the Service Profit Chain) provides evidence of that correlation. But there's a lot of confusion about the difference between employee experience and employee engagement and the impact that each has on CX. Employee Engagement is too often overlooked in terms of it's importance to the customer experience and financial performance. In this episode with Employee Engagement expert, Mary Poppen, President, Employee Experience Division, HRizons, and Professor of Practice, CXM Master's program at Michigan State University, unpacks how to get to the magical state where "contagious enthusiasm and customer intimacy live." Also in this episode: Defining and differentiating employee experience and engagement Avoiding Engagement Pitfalls: Learn how to navigate common mistakes like uniform incentive structures and insufficient listening channels that undermine true connection with your workforce. Building Virtual Bridges: In a remote work era, one-on-one meetings are more than just touchpoints; they are lifelines that foster support and connection amidst isolation. The Intimacy Factor**: Explore how trust and understanding in professional relationships enhance recognition and nurture a supportive work environment. Meet Mary Mary Poppen is President of HRIZONS Employee Experience and Professor of Practice at Michigan State University teaching in the Customer Experience Management (CXM) Master’s Degree program. She is also a CS Angel investor. Prior to her current focus, Mary was Glint’s Chief Customer Officer at LinkedIn and Chief Customer Officer for SAP’s Global Cloud business before that. Mary holds a Master’s Degree in Industrial/Organizational Psychology and has over 20 years of customer delivery, business consulting and executive leadership experience. She is a well-recognized customer and employee experience thought leader, speaking at global events and authoring several publications in this space. She recently published a book entitled “Goodbye, Churn. Hello, Growth!” In addition to her current roles, Mary enjoys serving as a Board Advisor and executive coach, and has a passion for giving back through female mentorship programs. In her spare time, Mary enjoys traveling with her husband and two sons, playing Pickleball, and wine-tasting with friends. Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144383

The 4 Keys to Leading CX Change with Patty Soltis, CCXP 02/08/2024

5 Tips to Improve Emotional Intelligence for Better CX with Sandra Thompson 02/01/2024

5 Tips to Improve Emotional Intelligence for Better CX with Sandra Thompson How would you rate your emotional intelligence? It turns out that the core of any successful customer experience initiative is deeply intertwined with the capacity and willingness of employees to communicate effectively. Emotional intelligence is a fundamental skill when it comes to communication. Sandra Thompson is an EI expert and ranks as a top 10 Emotional Intelligence leaders on LinkedIn. She joined me on The Delighted Customers Podcast to help leaders navigate EI and understand the very real impact EI has on the customer experience, and ultimately employee and customer engagement. "You have to put in the work!" Sandra says. "Some may be able to do it (improve their EI) on their own...while others may need an accountability coach to hold the mirror up and ask them tough questions." Sandra shares practical suggestions that business leaders can implement right away to lift their emotional intelligence personally and organizationally. Here are some of the highlights included in this episode:5 tips for improving emotional intelligence 5 Tips to Improve Emotional Intelligence Emotional intelligence and it's connection to CX The Jellybean Game and the importance of visceral customer experiences The impact of bad customer experiences and the inflection point for loyalty The practice of gratitude and its impact on starting the day positively This episode is rich with ideas and insights and I love the British accent! Meet Sandra! Sandra Thompson is the first Goleman Emotional Intelligence Coach in the UK. She started out as a Customer Experience consultant in 2010 when she founded Exceed all Expectations, a management consultancy focusing on improving customer and employee experience. Sandra rebranded as The Ei Evolution in Jan 2021 because she believes that the skill of emotional intelligence can transform the way businesses behave, improve the relationships between customer and employee and between colleagues too. She is still working in the field of customer experience but the new brand enables Sandra to work more with schools – she believes that teaching young people how to become more emotionally intelligent could help them thrive. Sandra has been fortunate to work with clients such as: Vodafone, Arsenal Football Club, Waitrose, Open University, Battersea Dog & Cats home, and Network Rail. She gives keynotes and frequently presents on webinars and podcasts to an international audience on all matters CX, EX and EI. Sandra has been fortunate to lecture part-time at a Business School in London on the topics of People Management and Leadership and Professional Behaviours and Customer Management and she runs a series of postgraduate courses in Customer Experience and Emotional Intelligence. She presented her in 2019, TEDx in 2020, and intends to start a PhD in 2025. It’s true to say that she’s a lifelong learner. Recommended Book: Man's Search for Meaning, Viktor Frankl - https://www.amazon.com/Mans-Search-Meaning-Viktor-Frankl-ebook/dp/B009U9S6FI Here is the reference to the cards: Lisa Feldman Barrett link for her publications: Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144393

Leveraging Customer Referrals to Drive Exponential Growth with Andy Cockburn 01/25/2024

Leveraging Customer Referrals to Drive Exponential Growth with Andy Cockburn How could you leverage AI to earn growth from customer referrals? Andy Cockburn, CEO of Mention Me, took his knowledge and experience of working with Bain and with Fred Reichheld during the infancy phase of NPS's launch to create an AI tool that does just that. The Earned Growth Model, advocated by Reichheld in Winning on Purpose, posits a very specific point of differentiation from other growth models. It states that the customers who love you the most are where you can mine the most future growth. But how? Andy unveils how he pioneered a model to translate into customer love into earned growth. In this episode: Importance of Earned Growth and Referral Programs Leveraging earned growth as a vital metric for success Optimizing Customer Journeys for Advocacy Insights gained from referral networks about customer behavior The Concept of Extended Customer Revenue Using AI to assess customer propensity to refer and predict revenue Relying on advocacy for organic growth and stronger business relationships ...and so much more This episode is packed with gems! Meet Andy! Andy Cockburn is CEO and Co-Founder of Mention Me, the Customer Advocacy platform empowering brands to turn fans into a powerful growth driver. Since co-founding the business in 2013, he’s scaled Mention Me to employ more than 120 advocacy experts who have delivered over USD $2.2bn in revenue for more than 500 clients, including Puma, Charlotte Tilbury, Michael Kors and other major brands worldwide. Prior to Mention Me, Andy was the UK Managing Director of VRBO, the world's largest market-place for vacation rentals (that floated on the NASDAQ for $3bn), and formerly the founder and CEO of Wigadoo, a technology start-up in the social payment space. He has an MBA from INSEAD and MA from Cambridge University. LinkedIn: https://www.linkedin.com/in/andycockburn/ Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144398

The Power of Storytelling with Data with Leslie Pagel 01/18/2024

Rob Markey on Building Consistent Loyalty Through Trust and Emotional Connection, Part 2 of 2 01/11/2024

Rob Markey on Building Consistent Loyalty Through Trust and Emotional Connection, Part 2 of 2 What are some of the most common mistakes that leaders make when it comes to customer loyalty? Join customer and employee loyalty expert, NPS co-inventor, co-author of The Ultimate Question 2.0, and world renown CX thought leader, Rob Markey in Part 2 of our conversation on value, loyalty, and loyalty programs. In this episode: - Common loyalty pitfalls - The impact of broken trust on loyalty - Where Southwest and Delta Airlines misstepped and broke loyalty - Link between rational, experiential, and emotional aspects of customer evaluation - How the three lens we use to assess value work together If you haven't already listened to Part 1, I highly encourage you to do so. Meet Rob Rob Markey is a leader in Bain’s . He joined our firm in 1990, and has led assignments in the financial services, telecommunications, retailing, media, professional services, health care, building equipment and food processing industries. Rob is an expert in customer and employee loyalty, new product development and customer service strategies. He has extensive experience with direct marketing, new customer acquisition and cost reduction for clients in the retail banking, credit card and insurance businesses. Rob leads the NPS Loyalty Forum, a group of approximately 35 senior executives from loyalty-leading companies around the world, such as The Vanguard Group, American Express, JetBlue, Telstra, TD Bank, LEGO, Progressive Insurance, PwC and Intuit. He has published numerous articles on various aspects of customer experience and loyalty in publications such as the Harvard Business Review. He is the co-author of , by Harvard Business Review Press, a New York Times and Wall Street Journal bestseller. Rob is also the host of . He formerly served as head of the firm’s Customer Strategy & Marketing practice. Prior to joining Bain, he developed competitive strategy, led business development and served in product marketing for LEXIS/NEXIS and the IBM Corporation. Rob earned an MBA from the Harvard Business School. He is a graduate of Brown University, where he received a Bachelor of Arts degree in economics. Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144408

The 3 Dimensions of Customer Value Creation with NPS Co-Inventor, Rob Markey, Part 1 of 2 01/04/2024

The 3 Dimensions of Customer Value Creation with NPS Co-Inventor, Rob Markey, Part 1 of 2 The Three Dimensions of Customer Value Creation Rob Markey ought to know a thing or two about customer loyalty. Rob was a CX expert and thought leader at Bain long before he and his colleague Fred Reichheld introduced Net Promoter to the world. He is a leader in Bain's Customer Customer Strategy and Marketing practice and the co-author of The Ultimate Question 2.0 with Fred Reichheld. This episode was originally intended as a deep dive on customer loyalty through the customer lifecycle for my Michigan State University Master's students but it was just too good to not share in an episode. As usual, Rob brings insights and wisdom to empower anyone interested in creating value for their customers starting with the three dimensions of value according Bain uses in their approach with clients. Also included in this episode: 👉 The 3 dimensions of value 👉 Examples of differentiating from competitors through unique features and exceptional customer service 👉 How different dimensions of value are weighed differently at various customer lifecycle stages 👉 Focusing on revenue and cost forecasting in a language understood by stakeholders 👉 Copying versus learning and synthesizing from others 👉 Warning against going down a technology or data-led path without clear goals 👉 Empirical evidence on NPS as a predictor of a company's growth rate and a whole lot more, so much so that we had to break it into two episodes. Be sure to subscribe so you don't miss Part 2 and insights from future episodes. Meet Rob Rob Markey is a leader in Bain’s . He joined our firm in 1990, and has led assignments in the financial services, telecommunications, retailing, media, professional services, health care, building equipment and food processing industries. Rob is an expert in customer and employee loyalty, new product development and customer service strategies. He has extensive experience with direct marketing, new customer acquisition and cost reduction for clients in the retail banking, credit card and insurance businesses. Rob leads the NPS Loyalty Forum, a group of approximately 35 senior executives from loyalty-leading companies around the world, such as The Vanguard Group, American Express, JetBlue, Telstra, TD Bank, LEGO, Progressive Insurance, PwC and Intuit. He has published numerous articles on various aspects of customer experience and loyalty in publications such as the Harvard Business Review. He is the co-author of , by Harvard Business Review Press, a New York Times and Wall Street Journal bestseller. Rob is also the host of . He formerly served as head of the firm’s Customer Strategy & Marketing practice. Prior to joining Bain, he developed competitive strategy, led business development and served in product marketing for LEXIS/NEXIS and the IBM Corporation. Rob earned an MBA from the Harvard Business School. He is a graduate of Brown University, where he received a Bachelor of Arts degree in economics. Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144413

The Wheel of Progress: Designing Experiences Based on Deep Customer Desires with Eckhart Boehme 12/28/2023

The Wheel of Progress: Designing Experiences Based on Deep Customer Desires with Eckhart Boehme Eckhart climbed through the ranks at Microsoft leveraging his background as an industrial engineer turned customer experience maestro. He sheds light on the transformative "jobs to be done" concept and how understanding the true gains, pains, and solutions can revolutionize how we approach customer satisfaction. We’ll also hear how Eckhart's method veers away from traditional journey maps to dissect the full 360-cycle of customer progress. With a deep dive into a real-world case study, we'll see how his process not only saves companies from costly missteps but also propels them towards delivering profound customer-centric solutions. In this episode: - What does it mean to focus on customer "jobs to be done" - Importance of understanding customer gains, pains, and solutions - Utilizing the "wheel of progress" for structured data capturing - Conducting and consolidating customer interviews - The five-step process to understand and prioritize customer jobs This outside-in approach to understanding customer desires to design and deliver improved experiences that connect to customers emotions is groundbreaking. Meet Eckhart Eckhart Boehme is the former Curriculum Architect Marketing Excellence @Microsoft Corporation. Eckhart is the founder and managing director of strategy consulting firm unipro solutions and an internationally recognized Jobs to Be Done expert. He was the initiator and co-developer of The Wheel of Progress® Canvas - a tool for structuring qualitative customer research. He is the developer the Customer Progress Design method. He was the subject matter expert to the German editions of the Jobs to Be Done "bible" Competing Against Luck by Clayton Christensen et. al. and Eric Ries' The Startup Way. Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144418

Secrets to Success with Chick-fil-A Leader Elizabeth Dixon 12/21/2023

Secrets to Success with Chick-fil-A Leader Elizabeth Dixon Elizabeth's professional journey is a tapestry woven with innovation, creativity, and dedication to enhancing the customer experience. With a career spanning over 18 years, including a significant tenure at the esteemed Chick-fil-A, Elizabeth's expertise has been sought after by illustrious brands such as Disney, Gap, and YMCA, as well as the Cooper Aerobics Center. As a serial entrepreneur, Elizabeth couples her business acumen with her artistic flair, notably stepping into the world of fashion as a pajama designer. Her passion for customer service culminated in authoring "The Power of Customer Experience," where she illuminates her insights through five pivotal elements designed to leave a lasting impact in the business sphere. Some of the practical tips from this episode include: How Chick-fil-A operationalizes CX The importance of care and Empowerment to business outcomes Leadership's role in building a customer-centric culture A victor mindset vs. a victim mentality Insights from her new book, The Strength of Purpose Lessons from cheerleading flops The power of "repotting" Her new line of comfy sleepwear What a classy individual who has a seemingly endless amount of energy and inspiration! Meet Elizabeth Making the Daunting Doable Elizabeth Dixon is an engaging business leader and serial entrepreneur connecting with executives and their teams, integrating strategy, innovation, leadership, and personal development in speeches that ignite conversation and inspire purposeful action. She shares secrets to creating exceptional customer experiences for audiences world-wide at live events and through virtual video resources, consulting, and The Power of Customer Experience, her debut book outlining proven elements for lasting impact in what has become the most crucial component of business success. Blessed to work for extraordinary brands including Disney World, Gap, YMCA, and Cooper Aerobics Center, mentored by renowned leaders including Dan Cathy and Horst Schulze, Elizabeth brings almost 20 years of experience as a leader at the Chick-fil-A Support Center, where she served in Service & Hospitality, Strategy, Research & Development, and Human Resources. She has also collaborated with the great brands of Southwest Airlines, Drury Hotels, Zappos, and Wegmans. Always growing, always creating, Elizabeth’s current role is Executive Director of Trilith Foundation, reporting to Dan Cathy, Chairman of Chick-fil-A. She has founded, operated, and sold several small businesses while coaching emerging entrepreneurs toward success in achieving their business goals. In her leisure time, Elizabeth enjoys being a student of cooking with her daughter, an average backyard soccer player with her son, a vigorous reader, and an adventure enthusiast with her family. https://www.linkedin.com/in/elizabethdixonspeaks/ Elizabeth Dixon bio - https://qrcd.org/45Oe Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144423

Engaging Customers Throughout Their Lifecycle: Key Insights and Actionable Frameworks with Valerie Peck 12/14/2023

The Alien and Clark Kent: Demystifying CX Leadership from AAA's Head of CX, Bryan Sander 12/07/2023

How Emotions and Memory Shape Business Outcomes with Colin Shaw 11/30/2023

How Emotions and Memory Shape Business Outcomes with Colin Shaw Colin Shaw is one of the original CX thought leaders and podcast host. He brings a fresh perspective to what drives customer loyalty and the "why" behind loyalty. He predicts memory maps will replace journey maps because of the difference between our experiencing-self and our remembering-self. This episode is packed with insights that leaders can use immediately including: Colin Shaw is one of the original CX thought leaders and has authored seven bestselling books on customer experience. He brings a fresh perspective to what drives customer loyalty and the "why" behind loyalty. He predicts memory maps will replace journey maps because of the difference between our experiencing-self and our remembering-self. This episode is packed with insights that leaders can use immediately including: 1. Role of Artificial Intelligence in Enhancing Customer Experience by understanding and responding to customer emotions 2. Reorientation of Loyalty Perspectives - The criticality of emotional attachment over rational decision-making in driving loyalty 3. Memory & Experience in Customer Decision Making- Evaluation of past experiences and memories in shaping customer decisions 4. Why the implications of the peak/end rule should impact experience design 5. The significance of designing customer experiences for evoking desired emotions Meet Colin! Colin Shaw is an original pioneer of . LinkedIn has recognized him as one of the ‘‘, where he has over 292,000 followers and is one of the exclusive Top Voices which is the official LinkedIn influencer program. Colin’s company, Beyond Philosophy, LLC, has been recognized by the Financial Times as one of the leading management consultancies for the last four years. He is the co-host of the highly successful business podcast The Intuitive Customer, rated in the top 5% of all podcasts by BuzzSprout. He has also authored seven bestselling books on the subject of customer experience. Colin’s LinkedIn newsletter has over 70,000 subscribers.Colin is also a on CNN, BBC TV, NPR, LBC, and other media publications. Before this, Shaw was a senior executive in one of the world’s largest telecoms companies, where he led 3,500 people in sales, marketing, and customer service. Colin Shaw founded Beyond Philosophy in 2002 as one of the world’s first customer experience consultancies. Under his leadership, Beyond Philosophy has helped many of the world’s most prestigious organizations improve their customer experience, including American Express, FedEx, and Caterpillar. Using Beyond Philosophy’s methodology, the world’s largest container shipping company Maersk Line improved its Net Promoter Score®* by 40 points in 30 months, which gave a 10 percent rise in shipping volumes. Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144438

Managing the Sludge Caused by "Red Tape" that Impacts Customer Experiences with Dr. Stephanie Thum 11/17/2023

Managing the Sludge Caused by "Red Tape" that Impacts Customer Experiences with Dr. Stephanie Thum Dr. Stephanie Thum knows a thing or two about red tape. In fact, she just got her PhD in Red Tape Theory! In this episode, she provides a fresh perspective, discussing the pros and cons of red tape, and its elusive cousins, green and pink tape. Using these insights, we explore how these nuances can greatly impact customer experience and employees' engagement. In this episode: Red tape holds complexities: It has both its virtues, such as providing structure and thwarting fraud, but it can also lead to unnecessary impediments and sludge, ultimately leading to employee disengagement and customer dissatisfaction. Handling red tape: Increasing customer experience and reducing friction should be top priorities. Practices like human-centric design, tapping into the voice of the customer, and intensive data monitoring can help manage the burden of red tape efficiently. Role of leadership: As roles change and evolve, leaders need to tune into the needs and perceptions of their followers. This could involve managing the negative effects of red tape, and ensuring effective communication to avoid potential blind spots. New buzzword in business: Sludge! It's about those friction-filled administrative processes that eat up time and money. Want to fight the sludge? Steph shares valuable insights Don't miss this insight-packed episode Meet Stephanie! I'm a senior professional with a proven track record as a customer experience practitioner and consultant, now part of SAP's global executive/board communication team. With roots in professional services business development, account teams, broadcasting, and content development, I've developed an expertise in customer- and business-oriented communication, leadership, and project management. My journey isn't limited to the global technology corporate world; I'm also a small business founder with experience in the non-profit and federal government settings. I recently completed a lifelong goal--to obtain a Ph.D. My research focused on global government administrative leaders' experiences with red tape frictions in their work. As a student I produced multiple pieces of peer-reviewed, published scholarship. These academic pursuits deepened my understanding of the intricacies of the human experience, organizational management, and extremely complex global leadership that I continue to apply to my professional endeavors. Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144443

Creating Emotional Connections: The Power of Loyalty Programs with Valerie Peck 11/09/2023

Creating Emotional Connections: The Power of Loyalty Programs with Valerie Peck Customer loyalty is the currency that sustains growth in almost any company. It means better business outcomes in key metrics like: Increased Revenues More Referrals Lower Cost to Serve Fewer Complaints Greater Forgiveness and much more. The question Valerie Peck, long time CX luminary, thought leader, and Managing Director of SuiteCX and I explore is what role do loyalty programs play and what role should they play in earning customer loyalty that's more than transactional. In this episode, we explore some important questions such as: 1. How do loyalty programs impact customer behavior, and what are the emotional components at play in these programs? 2. What are the potential downsides of loyalty programs, and how can companies navigate these to maintain customer loyalty without negative impacts? 3. In what ways could companies strategically design loyalty programs to drive repurchase and revenue, while also maintaining customer satisfaction and loyalty? Meet Valerie! Valerie is the Managing Director of SuiteCX by QuestionPro. She is a senior executive with several start ups under her belt. She has deep experience in the CEM space as well in developing new products/practices at companies such as Pacific Bell, KPMG, PwC and StorageTek. In 2022, under her leadership, SuiteCX was merged into the QuestionPro Group as a wholly owned business. Her focus as managing director remains as the main evangelist, cheer leader and deal-maker for SuiteCX. She has over 25 years experience in building new businesses and making them profitable. Contact info: https://www.linkedin.com/in/valerie-peck-4b143 Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144448

The Four Factors of Trust: How Organizations Can Earn Lifelong Loyalty with author Ashley Reichheld 11/02/2023

The Four Factors of Trust: How Organizations Can Earn Lifelong Loyalty with author Ashley Reichheld Did you know that trusted companies outperform their peers by up to 400%? That customers who trust a brand are 88% more likely to buy again? And that 79% of employees who trust their employer who trust their employer are more motivated to work(and less likely to leave)? The importance of trust is at an all-time high - just as our inclination to trust is at an all time low, Join me and my special guest, Deloitte Digital Principle and co-author of the new book, The Four Factors of Trust for this episode of the Delighted Customers Podcast. We discuss the link between trust and customer loyalty including: How her scientific research unveiled four trust factors Why despite being universally recognized by employees as important, it's still a gap in most companies The tool that she and the co-author created, Trust ID and how it helps benchmark the 4 factors Interventions needed for low trust scores PS - Yes there is a family relationship to the other Reichheld in the CX world : ) Meet Ashley Ashley is deeply passionate about making the experiences people have with companies feel more human and has spent nearly 20 years helping her clients reimagine brands and experiences. Ashley believes that building trust is the single greatest opportunity to create a competitive advantage. So she created the TrustID™ –a groundbreaking measurement tool poised to become the gold standard for evaluating organizational performance—to help companies measure, predict, and build trust with their customers, workforce, and partners. Ashley is the Wall Street Journal Best-Seller author of The Four Factors of Trust. After graduating from Wellesley College, Ashley has lived, worked or visited nearly every continent and over forty countries, building a strong sense of global citizenship. Ashley’s work and ideas have been featured in many publications and conferences, such as HBR, Bloomberg TV, SMR, The Wall Street Journal, AdWeek, Dreamforce, CES, and Fortune's Most Powerful Women, amongst others. Contact: [email protected] Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144453

A Candid Discussion About the CX Profession with Ian Golding, CCXP 10/25/2023

A Candid Discussion About the CX Profession with Ian Golding, CCXP Ian Golding ought to know a thing or two about the CX profession. He was a founding member of the Customer Experience Professionals Association (CXPA) and the very first Certified Customer Experience Professional (CCXP). He's the author of Customer What?, Keynote Speaker, and writer. He's written over 600 articles on CX and hosts International Customer Experience Awards all over the world. This episode is different because we didn't have any set agenda of what to talk about. We just explored some hard realities about the CX profession head on. I provides some deep insights about what CX leaders need to know and why they need to know it including: Problem: The 1st Step - Admit you have a problem Direction: Customer-led vs Product-led organization Trust: It's role in the corporate world Empathy: Why it's lacking in the CX profession Skeptics: Dealing with them in the "acknowledge phase" Facts: The importance of not basing CX on opinions Responsibilities: What CX leaders are 100% accountable for And so much more! Contact info: https://www.linkedin.com/in/iangolding/ Meet Ian Ian Golding is a Certified Customer Experience Professional and Customer Experience Specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible. Ian spent 17 years working in a variety of corporate organisations, including The Royal Bank of Scotland, GE Commercial Finance, GE Reinsurance and Brake Brothers Foodservice. In his last permanent role as Head of Group Customer Experience, Ian developed and deployed the Customer Experience strategy for one of Europe’s largest online retailers – Shop Direct. In 2012, he became an independent consultant, delivering projects in over 50 countries worldwide in the automotive, financial services, logistics and utilities industries. Ian has continued to work with a plethora of businesses across several sectors, including the pharmaceutical, banking, professional services, retail, manufacturing, education and technology industries. Ian has published more than 600 articles on the subject and delivered keynote speeches globally. Ian also served on the inaugural board of Directors of the Customer Experience Professionals Association (CXPA), of which he was a founder member. Ian was also the first person in the world to be authorised by the CXPA to teach the Certified Customer Experience Professional (CCXP) accreditation. He is also the Course Director, Customer Experience for the Chartered Institute of Marketing. Ian hosts Customer Experience Award ceremonies around the world, including the UK, European, US, Turkey and International Customer Experience Awards. Ian’s first book was published in April 2018 – ‘Customer What?’ The honest and practical guide to Customer Experience’ – is already being well received by professionals around the world. In 2021, Ian was awarded the title of the number 1 influencer in Customer Experience in the UK by Customer Experience Magazine. Examples of companies Ian has worked with are: Pfizer AbbVie Alexion (Astra Zeneca) Boehringer Ingleheim Volvo Nedbank KCB Bank Erste Bank Budapest Bank Old Mutual Group Tata Steel Toyota General Electric Tetra Pak Weleda Cisco Thom Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144463

Elevating CX Leadership with the MSU MS CXM Degree with Dr. Tom DeWitt 10/17/2023

Elevating CX Leadership with the MSU MS CXM Degree with Dr. Tom DeWitt I am thrilled to have had the opportunity to interview Tom DeWitt, the creator of the groundbreaking MSU CXM Masters of Science program, on my podcast. This program is the first of its kind, offering a comprehensive and in-depth curriculum for professionals in the field of customer experience management. Key Takeaways from the interview: 1️⃣ Bridging the skills gap: The MSU CXM Masters program was created to address the fragmented nature of the industry and provide professionals with the broad skill set necessary to effectively manage the customer experience. With 15 courses and 15 different faculty members, including industry practitioners and specialists, this program offers a comprehensive learning experience. 2️⃣ Team-Based Learning: Unlike traditional lecture-based teaching, the MSU program emphasizes interactive and engaging team-based learning. Students work on real-world case studies, collaborate with classmates, and learn from each other's expertise. The strong bonds formed among students create a supportive and enriching learning environment. 3️⃣ Access to industry leaders: With a faculty comprised of experienced practitioners, including VPs of CX, students in the MSU CXM Masters program have unparalleled access to professionals who have been there and done that. Learning from their insights and experiences adds immense value to the program. If you have a passion for customer experience and are looking to enhance your skills, I highly recommend considering the MSU CXM Masters program. It's a game-changer in the industry, providing the knowledge and credentials needed to thrive in the field of customer experience management. For more information about the program, interested applicants and companies should visit . Here's some interesting research that supported the creation and launch of the new degreed program at MSU: According to a survey conducted in the summer of 2020 with 160 decision makers that were provided with a description of the proposed MSU MS-CXM degree program, 87% indicated that it is important to hire employees that are experts in the field of customer experience management (CXM); 80% said they would be likely to give a raise to current employees who have obtained the degree; and 78% of US companies and 89% of international companies would be likely to hire students graduating from the program. Similarly, a survey of 338 professionals working in CX conducted at the same time found that 87% of respondents indicated that CXM is critical to success; 85% were interested in a master’s degree in CXM; 63% would be likely to apply if the MSU MS-CXM degree were offered; and 44% of respondents that are extremely likely to pursue a master’s degree in the next 5 years would be extremely likely to apply to this MS-CXM degree. Meet Tom DeWitt, Ph.D Tom DeWitt, Ph.D. is the Director of CXM@MSU, an entity dedicated to the advancement of customer experience management (CXM), and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. As the Director of CXM@MSU, Dr. DeWitt has created North America’s first academic program in customer experience management (Masters of Science in Customer Experience Management - MS-CXM) and hosts industry conferences twice each year for organizations to share best practices in CXM. For more than a decade Dr. DeWitt has also provided customer experience management Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144468

Preventing Defection: Innovative CX Strategies for Gathering Feedback and Taking Action with Matt Selbie 10/12/2023

Preventing Defection: Innovative CX Strategies for Gathering Feedback and Taking Action with Matt Selbie In order to design customer experiences that earn their trust and loyalty, companies must have a listening strategy. While a wide range of philosophies around customer listening, my guest has a theory that he's built a business on. What are some potential consequences for businesses if they fail to address current customer issues effectively? Matt Selbie believes that the gap business leaders are missing, that's costing them customer defection, is responding real time and closing the feedback gap immediately. He identifies the downturn in customer experience levels across industries and has a solution that can help and help now...and all customers need is their mobile phone. In this episode: - Hostile business environment and its impact on CX - Importance of quick feedback in CX strategy - High defection rates due to failure to address current issues - Customers ability to provide real time feedback at any point in their journey - Opiniator technology for real-time feedback using mobile phones Meet Matt Matt Selbie is the President and Founder of Oberon3 Here's a summary of his background: 20 years of international experience in the energy, retail, and software businesses. Successful strategic marketer with proven ability to grow revenues and brand equity. Managed internationally and domestically (US and Europe), services and product marketing, B2C and B2B, start up and mature businesses. Strong functional competencies, including market segmentation, brand positioning, customer feedback, consumer insights, product innovation, advertising development, media planning, financial analysis, P+L management, promotion effectiveness, go-to-market execution, and customer marketing. Managed a startup from inception, secured funding and brought to market. Was Managing Director for ConocoPhillips in Malaysia, developing our JV relationship and managing all Government affairs. Extensive operational experience in Europe, Latin America, Asia Pacific, and USA, together with staff experience directing strategic brand development at a global level. Website: https://opiniator.com/about-us-opiniator/ LinkedIn: https://www.linkedin.com/in/matthewselbie/ Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144473

The Virtues and Values of Trust in Business, Part 2 of 2 with author Andrea Howe 10/05/2023

The Virtues and Values of Trust in Business, Part 2 of 2 with author Andrea Howe The Virtues and Values of Trust in Business, Part 2 of 2 with author Andrea Howe In Part 1, Andrea introduced the Trust Equation and how we, as leaders, can apply it to become more trustworthy. In this episode we delve in to some real world examples to consider how the values (applied individually) and virtues (applied institutionally) to earn trust and deepen loyalty. In addition, this episode includes: - The story of a SaaS company breaks trust and how to avoid the same pitfalls - How building trust is highly paradoxical - What to do when you get ghosted (and still be trustworthy) - Trust "Values" and "Virtues" and how leaders can align to build a trustworthy organization So many great gems in here you won't want miss! If you haven't already listened to Part 1 with Andrea, I highly recommend you do! Meet Andrea A recovering information technology consultant with nearly 30 years of experience, Andrea P. Howe previously worked for the $1B IT consulting firm American Management Systems (AMS), where her roles included client project manager, client relationship manager, and later, Director of Leadership Development. Andrea is the co-author, with Charles H. Green, of The Trusted Advisor Fieldbook: A Comprehensive Toolkit for Leading with Trust. She is the founder of The Get Real Project which has one simple mission: to kick conventional business wisdom to the curb and transform how people work together as a result. Andrea’s focus for the past 15+ years has been teaching people in consultative roles how to get better results by getting relationships right. She has designed and led learning programs for companies like Accenture, BNY Mellon, CGI, Deloitte and PwC, among many others. She has spoken to executives, leaders, and teams throughout the U.S. and Canada, as well as in Mexico, Brazil, Europe, Russia, and the Asia Pacific region—both in-person and virtually. Described by audiences as pragmatic and engaging, Andrea provides a toolkit to increase trustworthiness in any stakeholder relationship that is both practical and provocative. Andrea addresses topics such as how to: - Develop business/sell with trust - Promote customer intimacy and client loyalty - Apply the dynamics of influence to achieve results - Improve business relationships using all four variables of the trust equation - Deal with conflict in a trust-building way. When Andrea’s not working, you can find her in her art studio (aka the basement) taking far too long to finish her latest mosaic project, or looking forward to a future opportunity for partner dancing somewhere near her current home town of Annapolis, Maryland, USA. contact her: www.thegetrealproject.com Timestamps [00:02:03] Signed up for unused product, auto renewal, disputed charge. [00:05:19] Missed opportunities, screw ups, transactional, low intimacy. [00:08:27] Challenge self, beware of scarcity mindset, prioritize service. [00:10:54] Trust challenges in business relationships and ghosting. [00:14:46] Break the pattern, be daring, get noticed. [00:20:45] Charlie's framework delves into building trust. [00:24:18] Rich, instructive content for CX leaders. Opportunity to emphasize core values, personalize offers. [00:27:34] Trust is personal; build human connections. [00:30:09] Personal risks build trust and credibility. [00:33:35] Trust instincts, don't ignore unconventional ideas. [00:35:33] Don't miss out, subscribe to our pod Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144478

Decoding Trust: The Complex Meaning and Importance of Being Trustworthy, Part 1 of 2 with CEO, Co-author, Andrea Howe 09/28/2023

Decoding Trust: The Complex Meaning and Importance of Being Trustworthy, Part 1 of 2 with CEO, Co-author, Andrea Howe “Focus on what you tend to neglect” Andrea Howe, CEO, Author, Guest on The Delighted Customers Podcast Trust is the centerpiece of influencing others, of making real change happen. There's no one better to learn from than Andrea Howe, who is not only a trust expert, but she’s the co-author, The Trusted Advisor Fieldbook and the CEO of The Get Real Project. She’s led learning programs and consulted with big companies like Accenture, Deloitte, and Price Waterhouse Coopers, as well as boutique firms. Andea shared some powerful insights on why trust is so critical to change and she offers some practical tips on how leaders can become more trustworthy on The Delighted Customers Podcast. In Part 1 of a 2 part series, this episode of the Delighted Customers Podcast includes: 👉 How leaders can lead with trust in today’s remote/hybrid environment 👉 Explanation of the trust equation and its four variables 👉 Why empathetic listening builds deeper trust than active listening In Part 2 we'll talk about a real world case study of a SaaS CRM company that broke trust and how that works through the lens of the trust equation. We'll also talk about what happens when you get ghosted and how to respond from a trustworthy lens. Meet Andrea A recovering information technology consultant with nearly 30 years of experience, Andrea P. Howe previously worked for the $1B IT consulting firm American Management Systems (AMS), where her roles included client project manager, client relationship manager, and later, Director of Leadership Development. Andrea is the co-author, with Charles H. Green, of The Trusted Advisor Fieldbook: A Comprehensive Toolkit for Leading with Trust. She is the founder of The Get Real Project which has one simple mission: to kick conventional business wisdom to the curb and transform how people work together as a result. Andrea’s focus for the past 15+ years has been teaching people in consultative roles how to get better results by getting relationships right. She has designed and led learning programs for companies like Accenture, BNY Mellon, CGI, Deloitte and PwC, among many others. She has spoken to executives, leaders, and teams throughout the U.S. and Canada, as well as in Mexico, Brazil, Europe, Russia, and the Asia Pacific region—both in-person and virtually. Described by audiences as pragmatic and engaging, Andrea provides a toolkit to increase trustworthiness in any stakeholder relationship that is both practical and provocative. Andrea addresses topics such as how to: - Develop business/sell with trust - Promote customer intimacy and client loyalty - Apply the dynamics of influence to achieve results - Improve business relationships using all four variables of the trust equation - Deal with conflict in a trust-building way. When Andrea’s not working, you can find her in her art studio (aka the basement) taking far too long to finish her latest mosaic project, or looking forward to a future opportunity for partner dancing somewhere near her current home town of Annapolis, Maryland, USA. contact her: www.thegetrealproject.com Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/30144483

The Delighted Customers Podcast with Mark Slatin

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