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.

#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! /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/37270490

#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! /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/37150680

#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! /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/37046720

#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. /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/36960350

#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. /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/36854470

#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: /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/36762080

#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! /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/36668820

#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: /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/36555595

#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: [email protected] /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/36403460

#133 Future of Agentic AI: Transforming Customer Journeys 05/01/2025

#133 Future of Agentic AI: Transforming Customer Journeys What if AI-powered technology could not only solve your customers' problems faster but also anticipate their needs—and why do so many organizations still get it wrong? On this episode of the Delighted Customers podcast, we unlock the real reasons why companies struggle to implement AI and automation tools effectively, even as consumer expectations for personalization and seamless experiences reach new heights. Greg Kihlstrom, martech and CX expert, demystifies the hype around chatbots and agentic AI, showing us where most companies stumble and what it really takes to reverse-engineer remarkable customer journeys. If you’re wondering why some AI initiatives delight while others fall flat (and what you can do about it), this episode pulls back the curtain. You should tune in to hear from Greg Kihlstrom, a thought leader at the intersection of marketing, technology, and customer experience, whose podcast network and consulting insights are helping brands evolve—whether you're leading a Fortune 500 organization or an ambitious mid-market player. His deep dive into what’s really working at marketing and CX conferences—and what’s next for both large and small companies—makes this discussion especially valuable for anyone navigating the fast-changing landscape of customer engagement. Here are three burning questions Greg answers on the show: What are the real barriers that have kept companies from leveraging AI (like chatbots and agents) effectively in the customer journey? How can AI empower customer service teams to pinpoint root causes and improve experiences—without losing the uniquely human touch? For leaders at mid-sized companies, what are practical steps for selecting technology partners and overcoming siloed data challenges as they implement customer-centric AI? 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 Greg Kihlstrom Greg Kihlstrom is a best-selling author, speaker, entrepreneur, and host of The Agile Brand Podcast. With 15+ years of experience at the crossroads of marketing, technology, and CX, Greg is the former founder and CEO of a successful digital agency in Washington, D.C., now working as an independent consultant to leading brands and organizations. He is the founder of The Agile Brand Podcast Network, a prolific writer on the evolving roles of martech and organizational change, and a key influencer in bridging the gap between digital transformation and meaningful customer outcomes. Greg is also recognized for his thought leadership on AI innovation, process improvement, and the future of customer experience. Connect with Greg Kihlstrom on LinkedIn: Show Notes & References Subscribe to Greg’s newsletter: "AI Isn’t a Goal or a Strategy" on LinkedIn Learn more about The Agile Brand Podcast Network: Catch up with the Delighted Customers podcast on your favorite platform for more episodes! /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/36301295

#132 David vs. Goliath: Competing with the Big Banks on Customer Experience 04/24/2025

#132 David vs. Goliath: Competing with the Big Banks on Customer Experience What does it really take for smaller banks and mid-sized businesses to triumph over industry giants while still delivering exceptional customer experiences? This burning question lies at the heart of the latest episode of the Delighted Customers podcast, where we dig deep into the unique advantages that smaller organizations hold in fostering emotional connections, empowering employees, and personalizing customer interactions—even when their resources pale in comparison to mega-corporations. The impact of this question stretches across industries: if you feel outmanned or outspent by competitors, Tara Brady’s strategies could just be the difference-maker. She reveals exactly how you can leverage your agility and authenticity to delight customers and transform employees into powerful brand advocates. You should listen to Tara Brady, Chief Experience Officer at Provident Bank, because she has walked the walk—from big banks to credit unions to her current leadership role at a thriving regional institution. Tara brings practical, actionable insights on how to create customer and employee advocacy, how to turn real feedback into process improvements, and why empathy and emotional connectedness are your secret weapons. If you’re navigating the David versus Goliath landscape—whether in banking or beyond—Tara’s perspective will help you see your “smallness” as a superpower. Here are three compelling questions Tara answers during the show: How can banks without massive technology budgets still compete with—and even exceed—the customer experiences offered by mega banks? What practical steps can organizations take to bridge employee and customer experience, ensuring both groups are genuinely heard and empowered? Why is building emotional connections more than just a “nice to have”—and how does it directly affect loyalty, advocacy, and your bottom line? Meet Tara Brady With over 19 years’ experience in Customer Experience (CX), Tara Brady is a successful brand evangelist known for coaching and leading organizations and teams to new heights in delivering exemplary, impactful, and results-focused customer experiences that drive sales and brand loyalty. Tara believes that today’s consumer market means striving for excellence in customer AND employee experience is mandatory – and no longer optional or ‘nice to haves.’ As a leader, she operates from the premise that happy, empowered employees are the face of the brand for consumers. This is reflected in her holistic approach to CX that integrates employee experience as a foundational element. Her multiple CX redesigns and transformations stem from working directly with customers and leading teams and users to deliver excellence. Known to surprise teams by showing up and working on-site to serve customers directly, test processes, and gather employee and customer feedback, her hands-on approach is a differentiator. This real- world laboratory shapes the innovations that transform customer and employee experiences. TARA’S CUSTOMER EXPERIENCE USER EXPERIENCE MANIFESTO: Stellar experiences are built strategically – and require data/analytics, employee input and feedback, thorough understanding of an organization’s goals and vision, KPIs, and a project management approach – including timelines, deliverables, benchmarks, and assessments. Outstanding CX/UX experience isn’t a matter of being ‘friendly’. Rather, it is ALL about having responsive technology, expertly trained and engaged employees empowered with all they need to serve customers, clearly defined value statements, executive support, defined journey maps, and more! ‘Friendly’ may be a factor in CX success, but it’s not a strategy. CX/UX is not something that’s ‘done’ and then revisited in a few years. Customers change. Products change. Company goals change. Technology changes. And employees change. This means ongoing assessing, re-evaluating, re-calibrating, re- designing, and training to maintain excellence and the company’s competitive advantage. Show Notes & References Learn more about Provident Bank: Referenced research: Forrester’s CX Index and Bruce Temkin’s work Find JourneyTrack for CX journey management: Listen and subscribe to the Delighted Customers podcast to unlock Tara’s proven strategies. You can find the show on and , as well as all your favorite podcast platforms. Don’t miss these invaluable insights that can elevate your approach no matter the size of your organization! /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/36244030

#131 Humanity at Scale: Bruce Temkin’s Vision for the Future of Leadership 04/17/2025

#131 Humanity at Scale: Bruce Temkin’s Vision for the Future of Leadership Join us for a compelling conversation with Bruce Temkin, a true pioneer in the world of customer experience (CX) and the co-founder of the Customer Experience Professionals Association (CXPA), the founder of the XM Institute at Qualtrics, and now, head of Humanity at Scale. In this episode, Bruce shares his journey from shaping the foundations of CX to launching a bold new initiative focused on helping leaders drive sustainable success by putting people first. We dive into Bruce’s unique approach to making “squishy” concepts like customer experience concrete and actionable, including the creation of the Temkin Experience Ratings and the importance of accessible, meaningful data. Bruce offers candid insights on the evolution of CX metrics, the limitations of traditional surveys and NPS, and why emotion is the most powerful driver of loyalty. Discover how Humanity at Scale expands the conversation beyond CX, challenging leaders to rethink the false tradeoff between business success and human-centric leadership. Whether you’re a CX professional, business leader, or simply passionate about making organizations more people-focused, this episode is packed with practical wisdom and inspiration from one of the industry’s true thought leaders. Meet Bruce Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads Humanity at Scale and hosts the Humanity at Scale podcast. He most recently founded the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world and is also building a global community of XM professionals who are radically changing the human experience. Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters. Bruce has a mechanical engineering degree from Union College and a master’s in management from the MIT Sloan School of Management. /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/36151250

#130 The Power of Referrals: A Classic Episode Revisited 04/10/2025

#129 First Look: AI Hosts Dive into the Trusted Guide Roadmap™ Master Class 04/04/2025

#128 Navigating the Power Core: A Strategic Approach to Customer Experience 03/27/2025

#128 Navigating the Power Core: A Strategic Approach to Customer Experience Navigating the Power Core: A Strategic Approach to Customer Experience Join us as we dive deep into the world of customer experience with Shelly Chandler, a seasoned CX strategist with 25 years of experience across B2B and B2C industries. In this eye-opening episode, Shelly shares her journey from banking to diverse sectors, offering unique perspectives on leading CX transformation from within the product realm. Discover why aligning with your organization's "Power Core" is crucial for CX success, and learn how to navigate C-suite expectations by connecting CX initiatives to business objectives. Shelly also addresses common pitfalls in the CX profession and provides invaluable advice for practitioners looking to make a lasting impact. Shelly answers these questions: What is considered "product" in different industries, and why is it important? How has the role of customer experience within organizations changed in recent years, particularly in relation to the "Power Core"? What advice does Shelly give to CX professionals when starting in a new role or trying to drive change? Whether you're a CX novice or a seasoned professional, this episode is packed with actionable insights to help you elevate your CX game and drive meaningful change in your organization. Don't miss this opportunity to learn from one of the industry's most versatile experts! Meet Shelly Shelly Chandler is a senior customer experience strategist and leader delivering proven results that increase revenue, reduce costs and solidify customer loyalty. In the specialized profession of Customer Experience that that spans all organizational functions, her career as a customer catalyst has helped companies to drive action within organizations that are ready for customer growth. Shelly especially enjoys transforming blue-sky visions into tangible, executable programs, creating strategic change with others to enhance customer experience. Shelly has worked in many different industries, adding strategic value and broad understanding of the CX profession over the past 25 years. Key verticals include B2B and B2C, Hospitality, Retail, Automotive, Transportation, Manufacturing, SaaS, and Financial Services, with brands such as PNC Bank, Wells Fargo, Moen, Penske, Walmart, Forsta, and American Tire. Specialized Skills: CX Strategy, Insights Development and Metrics, Customer Journey Mapping/Orchestration, and Experience Design are Shelly’s areas of expertise, along with public speaking, coaching and volunteering. https://www.linkedin.com/in/shelly-chandler-cxleader/ [email protected] 704-995-7939 /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/35816405

#127 Balancing AI and Human Interactions 03/21/2025

#127 Balancing AI and Human Interactions Dr. Joseph Michelli offers invaluable insights on balancing AI and human interaction in customer experience, drawing from his extensive research and work with renowned brands like Starbucks, Ritz-Carlton, and Mercedes-Benz. His expertise in understanding the emotional drivers behind consumer decisions and the importance of self-reflection for business leaders makes this episode a must-listen for anyone interested in enhancing their customer experience strategy. Excited to share insights from the latest episode of the Delighted Customers podcast featuring Dr. Joseph Michelli, internationally renowned speaker, author, and organizational consultant! Here are three intriguing questions addressed during our conversation: How should CEOs approach the incorporation of AI and its intersection with customer experience? What are some common missteps companies make when balancing technology and human experience? How can businesses effectively leverage both technology and human touch to enhance customer relationships? Don't miss Dr. Michelli's upcoming book, All Business is Personal available now for pre-order! Meet Dr. Joseph Michelli Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times' #1 bestselling author. His books include: • Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges • The Airbnb Way: 5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging • Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way • Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People • The Zappos Experience: 5 Principles to Inspire Engage and WOW • Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System • The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company • The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary • When Fish Fly: Lessons for Creating a Vital and Energized Workplace co-authored with the owner of the "World- Famous" Pike Place Fish Market in Seattle • Customer Magic: The Macquarie Way -How to reimagine customer experience to transform your business Joseph: • is a Visiting Professor of Service Excellence at Campbellsville University • is the recipient of the Customer Experience Professional Association’s – Impact on the Customer Experience Profession award • is a Certified Customer Experience Professional (CCXP) • has been inducted into the Customer Experience Hall of Fame • has been named one of the Top 5 Customer Experience thought leaders for six consecutive years by Global Gurus • is on the founders' council of CustomerExperienceOne • has served on the editorial board member for the Beryl Institute's Patient Experience Journal • won the Asian Brand Excellence Award • holds the Certified Speaking Professional (CFP) designation from the National Speakers Association • is a member of the Authors Guild He received his master's and doctorate from the University of Southern California. Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger. /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/35794400

#126 Conquer Churn with Journey Mapping: Strategies for Customer Retention 03/13/2025

#125 Inside LinkedIn: Designing Value for Members and Customers 03/06/2025

#125 Inside LinkedIn: Designing Value for Members and Customers Are you on LinkedIn? Ever wondered how LinkedIn keeps its users engaged and loyal? Join us for an insider's view of the platform that drives business networking. Unpacking Value Creation: Sam Stern delves into the importance of distinguishing between LinkedIn users—members versus customers. He explains how this differentiation impacts the value each group gets from the platform, ensuring a balance between the needs of paying customers and non-paying members. Continuous Evolution: LinkedIn is committed to continuous research, aiming to understand user pain points and iterating solutions based on direct feedback. This approach helps uncover underlying issues and experiment with ways to enhance user experience. Aligning with the Power Core: Drawing on Jeanne Bliss's Power Core concept, Sam illustrates how aligning with LinkedIn's core strength as a product-driven organization has revolutionized their ability to influence change and elevate the customer experience. This alignment underscores the importance of understanding and working within the organizational power structure. This episode promises a deep dive into the strategies that make LinkedIn a powerful networking tool! Meet Sam: Sam Stern is a customer experience expert with more than 20 years in the field as a speaker, community builder, practitioner, podcaster, and researcher. Currently, he leads the Service Design team at LinkedIn, helping to design and deliver delightful experiences for the platform’s 1 billion members and customers. Sam has also created three LinkedIn Learning courses on customer experience, and hosts his own weekly podcast, CX Patterns. In past roles, he started a customer experience team for the footwear company New Balance, and worked in research and consulting roles at Forrester Research. While there, Sam helped launch Forrester’s CX Certification training curriculum, and he started Forrester’s popular “CX Cast” podcast. /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/35553125

#124 The Secret Ingredient to Customer Delight 02/27/2025

#124 The Secret Ingredient to Customer Delight Do you remember the shock ending of The Sixth Sense? The film taps into that mysterious sixth sense—something beyond our usual perception. Similarly, in the world of taste, umami goes beyond salty, sweet, bitter, and sour to create a richer, more memorable experience. But what if businesses could apply this concept to customer experience? In this episode, Aga Szóstek, PhD—author, CX leader, and design expert—shares a powerful framework that parallels umami, helping brands forge deeper emotional connections, stand out in the market, and drive lasting loyalty. Drawing from her work with companies like Google and Philips Lighting, Aga delivers invaluable insights, including: How to avoid the "syndrome of averaging out" and create a truly differentiated experience The core principles of an Umami Strategy that enhances emotional connection and loyalty How pragmatic values and emotional engagement work together to build lasting customer relationships This conversation is packed with actionable wisdom you won’t want to miss! 🎧 Subscribe to The Delighted Customers Podcast for more expert insights. Show Notes: 📖 The Umami Strategy: Stand Out by Mixing Business with Experience Design 📖 Leadership by Design: The Essential Guide to Transforming You as a Leader 🌐 🌐 📖 MEET Aga! Aga Szóstek, PhD is the author of "The Umami Strategy" and "Leadership by Design" and an expert in strategy and leadership. Over the last two decades she has worked with leading companies combining design, technology and business. She has worked with brands such as Google, Philips, Samsung, Play, Allegro, EY, Santander, ING, Orange and many more, bringing a strategic experience design approach to design teams and boards. Aga also supports her clients in leadership development based on key leadership challenges anchored in their organisational culture. She offers unique leadership programmes delivered in the form of an unforgettable experience. ------------------------------------- Website: Apple Podcasts: Spotify: /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/35412335

#123 Stuck? Unlock Trust to Get Approval! 02/20/2025

#123 Stuck? Unlock Trust to Get Approval! Are you a customer experience leader facing roadblocks when trying to get your initiatives approved? In this episode, Mark delves into the power of trust with Charlie Green, co-author of "The Trusted Advisor," to uncover strategies for breaking through bureaucratic walls and fostering buy-in. Key discussion points include: The importance of building strong relationships with your leaders and understanding their priorities. Why expediency can backfire and how taking the time to connect with stakeholders can save you time in the long run. The Three Levels of Listening: Learn to listen beyond the facts to uncover the context and emotional meaning behind what others say. The Trust Equation: Discover how credibility, reliability, intimacy, and self-orientation impact your trustworthiness and how to identify areas for improvement. Practical tips for building intimacy and creating a safe space for open communication. The significance of role-modeling trustworthiness as a leader. Tune in to gain valuable insights on cultivating trust, overcoming resistance, and driving meaningful change within your organization. Bonus: Charlie shares a link to a trust assessment tool that can help you identify opportunities to deepen trustworthiness. Link to TQ Assessment: https://trustsuite.trustedadvisor.com/ Other resources: Building Trust with Key Stakeholders, The Delighted Customers Podcast with Charles H. Green - The Trusted Advisor (book) - The Four Trust Factors (book) - The Trust Equation explained - Trust Matters Blog - Meet Charlie: Charles H. Green is an author, speaker and world expert on trust-based relationships and sales in complex businesses. Founder and CEO of Trusted Advisor Associates, he is author of Trust-based Selling, and co-author of The Trusted Advisor and the Trusted Advisor Fieldbook. He has worked with a wide range of industries and functions globally. Charles works with complex organizations to improve trust in sales, internal trust between organizations, and trusted advisor relationships with external clients and customers. Charles spent 20 years in management consulting. He majored in philosophy (Columbia), and has an MBA (Harvard). A widely sought-after speaker, he has published articles in Harvard Business Review, Directorship Magazine, Management Consulting News, CPA Journal, American Lawyer, Investments and Wealth Monitor, and Commercial Lending Review. More about Charlie: https://trustedadvisor.com/consultants/charles-h-green /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/35343170

#122 Support, Don't Solve: Empowering Leaders to Create Authentic Spaces 02/13/2025

#122 Support, Don't Solve: Empowering Leaders to Create Authentic Spaces How can leaders support their teams effectively without falling into the trap of fixing everything themselves? Leah Marone is a psychotherapist with expertise in treating anxiety and mood disorders. She also works with athletes on performance anxiety issues, demonstrating her ability to understand and manage high-stress situations. If you can relate, there are a ton of gems in this show, including: What are some of the problems or ways that leaders lead that is the opposite of creating authentic spaces and solving? How can leaders balance the need to control and deliver results with the approach of validating and empowering their employees? What are the steps involved in transitioning from being a solver to a supporter as a leader, and how can these steps be applied in real-world scenarios? How can leaders effectively inquire and motivate their employees while ensuring that they maintain ownership of their tasks? And hey, did you catch our role-play experiment? That was like a masterclass in what not to do—Leah's advice saved the day by turning a "Ron-ian disaster" into a pathway to peace. Meet Leah Leah Marone, MSW, LCSW, is a seasoned psychotherapist and corporate mental wellness consultant based in Charlotte, NC, with over 20 years of extensive experience. Leah received her Master's degree in clinical social work from the University of Texas at Austin, a top-ranked institution in social work education. She has conducted over 20,000 therapy sessions and contributed articles to reputable publications such as Psychology Today, The Atlantic, and Newsweek, earning recognition for her expertise in mental health. Leah's personal journey as a former anxiety-ridden Division 1 basketball player fuels her passion for working with high-achieving individuals, often described as type A go-getters. She specializes in addressing internal pressures, imposter syndrome, perfectionism, and performance anxiety. In her dual role as a mental wellness consultant and board member, Leah collaborates with both companies and nonprofits. Her areas of focus include anxiety and stress management, burnout prevention, boundary setting, mindfulness practices, effective communication, and emotional intelligence. Leah's holistic approach involves a thorough assessment of company culture to tailor her services, meeting organizations where they are and addressing their specific needs. Leah's innovative 5-step initiative underscores the significance of mental wellness organization-wide, identifying areas for growth and connection. This initiative aims to prevent high turnover, address burnout, and enhance overall collaboration and productivity. Leah has facilitated dozens wellness workshops for educators, leaders, and healthcare providers and has presented her acclaimed "Support, Don’t Solve" framework on prominent stages. Her inspirational keynotes provide practical tools for self-awareness that can be seamlessly integrated into busy schedules. Renowned for her expertise in boundary setting and resilience, Leah is a sought-after speaker for leadership groups. She addresses individuals navigating perpetual burnout, often fueled by relentless inner critics and the challenges of people-pleasing. Her insights offer a transformative guide for cultivating resilience and establishing healthy boundaries in demanding professional environments. Beyond her professional commitments, Leah enjoys traveling, hiking, exercising, and working on her upcoming book slated for publication early next year. Additionally, she actively contributes as a coach for her daughter's club soccer team, showcasing her dedication to both personal and community well-being. https://www.leahmarone.com/ /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/35177470

#121 Achieving Value Realization with a CX Toolkit 02/06/2025

#121 Achieving Value Realization with a CX Toolkit Brad Smith, CCXP, who brings his extensive experience from working with major companies like Symantec, Yahoo, and Sage. Mark and Brad delve into the future of customer experience (CX) management and explore a variety of valuable tools that can be applied to enhance CX. Brad shares actionable insights on hidden value, value realization versus value erosion, and introduces the concept of value mapping. He also discusses the importance of having a clear brand promise and how it plays a crucial role in delivering a cohesive customer experience. Key topics covered in this episode include: The importance of leveraging a comprehensive CX toolkit, including techniques like empathy maps, journey maps, and value mapping. A detailed discussion on identifying and unlocking hidden value within a company by examining areas with high customer traffic, and differentiating between value realization and value erosion. A fascinating case study on Brad's work with AARP, showcasing how to diagnose and rectify systemic issues that lead to customer churn and operational inefficiencies. The concept of value mapping, its significance, and how it helps in uncovering friction points in customer experiences. The critical role of brand promises and how they should guide every interaction to ensure consistency and memorability. Insights into the symbiotic relationship between marketing and CX in delivering on the brand promise. Meet Brad Brad has had the privilege of leading organizations in their customer-centric transformation at Symantec, Yahoo!, and Sage as their CCO/CMO. Across his 30+ years of leadership, Brad has led global support and service functions for Oracle, Openwave, and Verisign as well as small start-ups. Leveraging decades of experience and insights gained from over 50 client engagements, he knows how to quickly identify, unlock and realize the trapped value concealed across any organization. Currently, Brad is the President & Chairman of the Board of the Consortium for Service Innovation and through the work of the Consortium, has helped 100’s of customer service organizations innovate better business models to deliver deep value to their customers while better engaging their employees to grow their businesses. He is also one of their recognized Innovators. Brad is also a Co-Founder and Tribal Advisor at TribeCX Ltd, an alumni member of the Forrester Chief Customer Executive Council, and the Chief Customer Officer (CCO) council, and a alumni Board Member (2018-2021) & recognized Innovator of Customer Experience Professional Association (CXPA). He is also a Certified Customer Experience Professional (CCXP). He is a recognized thought leader in the Customer Experience and Service Innovation space and has published dozens of articles for various online publications including Forbes, New York Times, Fox Business, and Entrepreneur. He is a frequent keynote speaker across the CX and Customer Service industries. Brad is home based in Irvine CA and is the Founder/President of Vector Business Navigation, Inc. – A customer experience/customer success transformation consulting provider - committed to mentoring inspired leaders to successfully navigate their CX ecosystems since 2015. You can learn more about Brad here: /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/35153685

#121 Understanding Customer Value 01/30/2025

#121 Understanding Customer Value I'm thrilled to host Dr. Maxie Schmidt, a principal analyst at Forrester's Customer Experience Practice. Maxie is a global thought leader in CX measurement and value for customers, and she dives into the significance of customer value metrics. From how companies can effectively measure what their customers truly value, to the intricacies of trust and co-creation, Maxie offers unparalleled insights that are sure to challenge conventional thinking and provide actionable strategies for CX leaders. This conversation stands to be invaluable for anyone eager to foster stronger customer relationships and drive business success through customer-centric strategies. Why You Should Listen: Learn about innovative approaches to measuring customer value. Understand how to build trust and maintain customer loyalty. Discover ways to co-create value with your customers. Gain actionable insights from a leading expert to elevate your customer experience strategies. Key Questions: What are customer value metrics, and why has measuring them been a challenge for companies? Maxie provides a foundational understanding of customer value metrics and sheds light on common misconceptions in current measurement practices. Can you explain the concept of co-creation of value with customers and provide practical examples? Maxie explores the co-creation of value by using real-world scenarios, emphasizing the importance of customer engagement and mutual value generation. What specific steps can companies take to better measure the value that customers perceive they are getting? She discusses methodologies and strategies businesses can implement to accurately gauge the perceived value from the customer's perspective. Why is it crucial for companies to understand their role in the customer's value network, and how can they identify where they should play? Maxie elaborates on the need for companies to identify the right touchpoints in the customer journey, backed by examples like DBS and AARP, to ensure they are adding genuine value. Tune in to this episode for a transformative conversation that promises to enhance your approach to customer experience and business growth. Forrester Articles on Value: How we define value: Deeper dive into why companies cant “deliver” value: And here a recent piece on journeys and value: Meet Maxie! Maxie Schmidt VP, Principal Analyst Forrester Dr. Maxie Schmidt is a principal analyst in Forrester’s customer experience (CX) practice. She leads Forrester’s research on CX measurement and value for customer. In her role, she advises leaders on how to build effective CX measurement programs, make the case for CX, and cocreate value with customers. Maxie is a frequent keynote speaker at conferences and leads CX workshops at events. Previous Work Experience Before joining Forrester, Dr. Schmidt was a management consultant at Simon-Kucher & Partners. She led global engagements with firms across industries to improve products and pricing and to design pricing processes and governance. Prior to that, Maxie was an assistant professor of services management at the School of Business in Ingolstadt, Germany. Education Maxie earned her doctorate and taught as the chair of service management at the School of Business in Ingolstadt, Germany. She was awarded an Emerald Literati Best Paper Award for research on the frustration that customers experience in loyalty programs. She also published a book on optimizing the quality of customer interactions in contact centers. /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/35057295

#120 Strategies for Integrating AI in CXM from a Marketing Legend 01/23/2025

#120 Strategies for Integrating AI in CXM from a Marketing Legend When you think of combinations who comes to mind? 👉 Jobs and Wozniak? 👉 Proctor and Gamble? 👉 Hewlett and Packard? When it comes to customer experience and one-to-one marketing, hands down, it's Don Peppers and Martha Rogers. They are the individuals behind the Peppers and Rogers brand. Don has authored or co-authored eleven different business books, collectively selling more than a million copies in 18 languages. In 2022 Peppers and Rogers released the greatly revised and updated Fourth Edition of their graduate-level textbook and desk reference, Managing Customer Experience & Relationships (Wiley, 2022). I had the chance to pick Don's brain about the intersection of AI and customer experience management. It was a lesson in how to think about the value customers expect and the value companies desire. There were so many powerful insights including: 👉 Transforming Customer Interactions with AI: Don highlighted how AI, especially generative AI, can revolutionize real-time, individualized customer interactions by analyzing emotional sentiment and providing empathetic, immediate responses. 👉 Rethink Success Metrics: Don emphasized the importance of measuring success through customer-centric metrics like customer lifetime value (CLV) and proposed the innovative concept of 'Return on Customer (ROC)' as a more accurate gauge of business performance over traditional Return on Investment (ROI). 👉 Fostering Trust for Long-term Value: A significant part of his message was about building trust with customers. Don stressed that maximizing customer value inherently requires businesses to always act in their customers’ best interest, nurturing trust and long-term relationships. Don's vision and experience provide a roadmap for leveraging AI in creating truly personalized customer experiences. For more pearls of wisdom from Don Peppers, tune into the full episode of the Delighted Customers Podcast! Meet Don Peppers During the course of his career, Don has authored or co-authored eleven different business books, collectively selling more than a million copies in 18 languages. His first book, The One to One Future: Building Relationships One Customer at a Time (Doubleday, 1993), coauthored with business partner Martha Rogers, kick-started the Customer Relationship Management discipline (“CRM”), which has evolved over the years into the “customer experience” field. This is near and dear to my heart because I’ve had the blessing to teach customer relationship management at Michigan State in the first CXM Masters Degree program in North America. So you’ll have to understand, this is an extra special episode for me. To have the Tom Brady, the Wayne Gretzky, the Babe Ruth, and the Michael Jordan the GOAT on the show is a big deal. Finally, In 2013 Don and Martha were inducted into the Data & Marketing Association’s Hall of Fame, along with their business colleague Seth Godin (Don wrote the foreword for Godin’s 1998 breakthrough book Permission Marketing). In 2022 Peppers and Rogers released the greatly revised and updated Fourth Edition of their graduate-level textbook and desk reference, Managing Customer Experience & Relationships (Wiley, 2022). As an Adjunct Professor of Marketing at Menlo College, Don teaches from this very textbook, and when time permits he Harvard Business Review articles: World Class Bull (May 2009), an HBR Case Study commentary, with Martha Rogers Is Your Company Ready for One-to-One Marketing? (Jan-Feb 1999), with Martha Rogers and Bob Dorf Do You Want to Keep Your Customers Forever? (Mar-Apr 1995), with Martha Rogers and B. Joseph Pine II /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/34948270

#119 The Impact of Partnerships on Customer Experience 01/16/2025

#119 The Impact of Partnerships on Customer Experience 'Duh' was a common phase when I was an adolescent. Kids used it in a not-so-nice way to let the other person know that what they were stating was obvious. In all of my years in customer experience management, it never occurred to me to consider the impact of partnerships on CX. If you think about it, it's a 'duh.' On today's show, I'm excited to introduce Theresa Caragol, who has authored Partnering Success: The Force Multiplier to Achieve Exponential Growth. Theresa shares powerful insights on how to move beyond “random acts of partnering” and build intentional strategies that drive meaningful business outcomes. We explore Achieve Unite’s three-part framework—talent development, ecosystem strategy, and profitable growth programs—and its role in fostering successful partnerships. Other key topics include: Why strategic partnerships are essential to delivering exceptional customer experiences. Common misconceptions leaders have about partnerships and how to uncover gaps in their strategies. The concept of “partner lifetime value” versus “customer lifetime value” and the unique benefits of prioritizing it. Tune in to learn how to create partnerships that not only fuel growth but also elevate your customer experience to the next level! Show Notes: 2025 Partnering Trends: Link to what we would tell our younger selves: All the partnering success monthly editions Partnering Success book for order: Press release Partnering success book: Meet Theresa Theresa Caragol is the Founder and CEO of AchieveUnite Inc. A visionary leader with over 20 years of experience in global partnerships and strategic alliances valued at $500M+. She has driven business growth across 50+ countries through innovative collaboration. Theresa is passionate about empowering leaders through growth, trust, and collaboration. With expertise in leadership development, emotional intelligence, and partnerships, Theresa has trained thousands in leadership, channel, and partnering best practices. She also designs programs for companies, associations, and universities. A sought-after speaker and author of Partnering Success: The Force Multiplier to Achieve Exponential Growth (Amazon #1 New Release and best seller in 20+ categories), Theresa has held executive roles at Extreme Networks, Ciena, and Nortel. She holds an MBA, an Executive Master’s in Leadership, and an executive coaching certification. /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/34870485

#118 Innovative AI Solutions for CX with Marbue Brown 01/09/2025

#118 Innovative AI Solutions for CX with Marbue Brown In this thought-provoking episode of the Delighted Customer Show, we are thrilled to welcome back Marbue Brown, the visionary founder and CEO of Customer Obsession Advantage. An authoritative voice in the intersection of AI and customer experience (CX), Marbu has recently contributed to the bestselling book, "The AI Mindset: Thriving in Civilization's Next Big Disruption." Marbue discusses his chapter, "Transforming Customer Experience with AI Strategies and Innovation," where he refutes the common belief that AI-driven interactions lack personal touch. He shares insights on utilizing AI to tackle long-standing challenges in customer service, such as optimizing onboarding and training processes to improve proficiency and reduce costs. By leveraging AI to simulate training scenarios, companies are enhancing their customer support capabilities while drastically cutting their training times and expenses. He shares real-world applications, highlighting how AI is revolutionizing business operations, especially in call centers, where quicker information aggregation and comprehensive customer journey insights are leading to improved agent performance and customer satisfaction scores. Marbu stresses the importance of selecting trustworthy AI providers and starting with clear use cases rather than getting lost in the technological allure. Marbue also provides actionable advice for businesses, emphasizing maintaining an open mind and a learning posture towards AI opportunities while recounting his own enlightening experiences. I personally loved the example he shared about how Sam's Club is using AI to improve the checkout process for customers. Tune in for a deeply insightful dialogue that addresses how AI can not only solve existing problems but also unleash new possibilities for businesses to thrive in the next big disruption. Meet Marbue B. A. Marbue Brown is author of the book Blueprint for Customer Obsession and the Founder and CEO of The Customer Obsession Advantage (), a firm dedicated to helping companies achieve extraordinary business results through customer obsession. He is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. His expertise has been featured in premier media outlets, including The Wall Street Journal, The Washington Post, USA Today, Fox Business, CNN Business, CBS News, Yahoo! Finance, Forbes, The Baltimore Sun, The New York Post, Wharton Business Daily, and KTLA-TV. The new book is The AI Mindset: Thriving in Civilization's Next Big Disruption. You can find it /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/34781570

# 117 From Harvard to CX Excellence: Lessons from the Classroom 01/02/2025

# 117 From Harvard to CX Excellence: Lessons from the Classroom I'm excited to kick off season 3 with Rob Markey! It's his third time on the show, and I think you will see why I'm so excited about the insights he shares. Rob is a Senior Lecturer at Harvard Business School and an Advisory Partner at Bain and Company. He’s widely known for his work on customer loyalty and the development of the Net Promoter Score and System. 🌟 In this episode, we explore Rob's journey and his current role at Harvard, including his innovative approach to teaching customer experience management. Here are 3 key takeaways you won't want to miss: 🔍 Service Business Design: Learn how understanding customer needs and crafting a value proposition around those needs can drive business success. From extermination businesses to banking, effective service design is crucial. 📈 Customer and Employee Management Systems: Dive into the importance of customer management systems that help customers navigate the business model and employee management systems that elevate and empower employees to deliver exceptional service. 💡 Learning and Adapting: Discover the power of customer feedback and how companies can adapt, innovate, and grow even in the face of market changes and challenges. A great example discussed was the untapped potential in effectively responding to customer praise. 🌟 Special Highlight: Rob shares fascinating insights from his classroom experiences and practical exercises, like the customer compatibility exercise and letter-writing campaigns to service organizations. These exercises show the powerful impact of customer communication and feedback. Don’t miss out on this episode packed with actionable insights and thought-provoking discussions on modern customer experience management! Tune in now and transform your CX strategy. 🎧🔥 #CustomerExperience #CX #BusinessStrategy #HarvardBusinessSchool #Leadership #CustomerLoyalty #Podcast #NetPromoterScore #MarkSlatin /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/34656810

#116 ACSI Insights: Linking Satisfaction to Business Outcomes with Forrest Morgeson, PhD 12/26/2024

#116 ACSI Insights: Linking Satisfaction to Business Outcomes with Forrest Morgeson, PhD Dr. Forrest Morgeson, Interim Chairperson of the Marketing Department, Associate Professor in the Department of Marketing at Michigan State University, and former Director of Research at the American Customer Satisfaction Index (ACSI). With over two decades of rigorous research and numerous publications in top marketing journals, Dr. Morgeson shares his deep insights into the cyclical relationship between customer satisfaction and the economy. Discover how economic fluctuations, global events, and energy prices intricately affect customer contentment, and why satisfaction decreased pre-COVID only to rebound post-pandemic. Dr. Morgeson provides a critical analysis of the Biden administration's efforts to enhance citizen satisfaction through executive orders, exploring the complexities that set governmental services apart from the private sector. Join the discussion on common misconceptions, the importance of correlating customer satisfaction with ROI, and the challenges businesses face in capturing accurate data on satisfaction and churn. Learn why optimizing, rather than maximizing, customer experience is key to outpacing competitors, and what strategies can improve satisfaction and earnings across different industries. Tune in as Dr. Morgeson shares practical advice for business leaders and reflects on his own career journey, providing valuable nuggets of wisdom for anyone interested in customer experience and satisfaction metrics. Don’t miss this opportunity to gain expert knowledge from a leading authority in the field. Subscribe to the Delighted Customers Podcast on Apple, Spotify, and Amazon Music, and leave a five-star review to help us spread the word. New episodes drop every Thursday! For more information on the topics discussed, visit the Michigan State University's marketing department website. Meet Dr. Morgeson Forrest V. Morgeson III is Associate Professor in the Department of Marketing, Eli Broad College of Business, Michigan State University. He also serves as the Co-Director of the Doctoral Program in Marketing. Dr. Morgeson teaches marketing management, marketing strategy, and marketing research courses to graduate students. Dr. Morgeson’s past position was Director of Research at the American Customer Satisfaction Index (ACSI), where he managed ACSI’s academic research and team of researchers, advanced statistical modeling and analysis, and the company’s international projects and licensing program. Dr. Morgeson’s research focuses on customer satisfaction and customer experience measurement and management. His work also explores the marketing-finance interface, the impact of political identity on consumer attitudes and behaviors, and the impact of information technology on customer service delivery (e-commerce and e-government). His highly cited research (4,349 citations on Google Scholar) has been published in the leading journals in marketing, including Journal of Marketing, Journal of Marketing Research, Marketing Science, Journal of International Business Studies, Journal of the Academy of Marketing Science, Harvard Business Review, Journal of Retailing, Journal of Service Research, International Journal of Research in Marketing, and Journal of International Marketing, along with several publications in the leading journals in public administration and management. Dr. Morgeson has recently published two books: Citizen Satisfaction: Improving Government Performance, Efficiency, and Citizen Trust (Palgrave Macmillan, 2014), and The Reign of the Customer: Customer-Centric Approaches to Improving Satisfaction (Palgrave Macmillan, 2020). In addition, over the past 20 years /episode/index/show/b22e52ba-8569-46d6-b338-b3f28ea57722/id/34561395

#115 From Speedometers to Engines: Transforming CX with Tom DeVries 12/19/2024

#114 Mastering Change by Building Stakeholder Relationships 12/12/2024

The Delighted Customers Podcast with Mark Slatin

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