The Delighted Customers Podcast with Mark Slatin
Welcome to The Delighted Customers Podcast — your go-to resource for practical insights and thought leadership in leadership, change management, and customer experience. Ranked among Apple's Top 20 in U.S. Management and featured in Forbes, we deliver expert tips and inspiring stories to help you lead with impact and drive meaningful change.
Episodes
What if just 40 seconds of genuine compassion could tangibly lower a cancer patient's anxiety—and what if this "wonder drug" holds the key not just for healthcare, but for every leader who wants to create more fulfilli...
Is it really possible to build trust with customers in a business landscape overflowing with misinformation and emotional volatility?
That burning question is at the heart of my conversation with Michael Forsberg, Dire...
What if the financial metrics you rely on to measure your company's success are actually steering you away from long-term customer loyalty and sustainable growth?
In our latest episode of the Delighted Customers podcas...
Are you unknowingly sabotaging your own well-being at work—and at home—by trying to fix everyone else's problems?
So many of us find purpose and validation in helping, supporting, and "solving" for others. But what happens when that good in...
Is it possible to deliver life-changing news—with compassion—without sacrificing precious time or the physician's own well-being?
It's a burning question for healthcare professionals everywhere, and the impact of getti...
What happens to innovation, team dynamics, and trust in organizations when a significant portion of employees are emotionally fragile, risk-averse, and struggle with interpersonal interactions?
In this episode of the D...
What happens when a profession built on human insight faces a tidal wave of change—from evolving business demands to the rise of AI? How do CX leaders stay relevant and drive meaningful results in this new landscape?
This episode digs deep into the shifting world of customer experience (CX) with Greg Melia, CEO of the Customer Experience Professionals Association (CXPA). I bring Greg back to the show becau...
What drives customers to cling fiercely to a brand, even when it means paying more or overlooking problems others wouldn't forgive? Is our political identity quietly fueling a new kind of "super loyalty" that's transforming customer behavior, for better or worse?
In this episode of the Delighted Customers podcast, I dive into these burning questions with my returning guest, Dr. Forrest Morgeson, associate ...
What happens when your company's reputation—and your customers' trust—hangs by a thread? Are you ready for a moment when a crisis isn't just possible, but inevitable?
In this episode, I dive deep into one of the most c...
What if the real secret to customer loyalty and transformation isn't just about great ideas, but about how you build consensus within your organization—before you make a single move?
Too often, even the smartest strategies can get derailed by resistance, misalignment, or simple miscommunication inside a company. That's why I was eager to dig into the Japanese concept of "Nemawashi," a systematic approach t...
What if the real secret to exceptional leadership isn't control, charisma, or even performance—but generosity? Could the "soft stuff" like listening, empathy, and vulnerability truly drive the hardest results in busine...
Is AI-powered personalized pricing the next frontier—or the next fiasco—for customer loyalty and corporate reputation?
That's the burning question I dive into with my guest, Dr. Peter Fader, on this episode of the Delighted Customers podcast. With Delta Air Lines rolling out AI-driven pricing and the world watching closely, the conversation takes a provocative turn: Should the C-suite pursue every possible...
What really makes customer service stick—not just as a business function, but as a transformative and human-centered experience—even in an era dominated by AI and automation?
That's the burning question I dig into with my guest on this epis...
Is your business rushing into AI without really understanding how it fits into your strategy—or worse, letting "FOMO" drive your next big tech investment?
On this episode of the Delighted Customers podcast, I challenge leaders to think beyond the hype and get real about the transformational (and sometimes risky) power of AI in delivering great customer experiences. With renowned customer experience innovat...
What makes change so difficult—even for organizations that know change is inevitable and even necessary for growth? If we all agree that staying in our comfort zones holds us back, why do we continue to resist change—and what can leaders do to help teams navigate it better?
In this episode of the Delighted Customers podcast, I sit down with Dennis Geelen, an accomplished author and consultant, to decode the human side of change man...
Is your organization fully realizing the value of your contact center, or is it being limited by a narrow focus on efficiency and cost control?
In this episode of the Delighted Customers podcast, I sit down with renowned Canadian contact center consultant and trainer Mike Aoki to examine how contact centers serve as the real-time pulse of customer experience. Together, we explore the evolution of the conta...
What if the secret to building a truly loyal gym membership—or any recurring customer base—starts the moment someone tries to leave?
That question struck me while talking with Blair McHaney, a trailblazing fitness industry leader who's spent more than 40 years reimagining how gyms can deliver customer (or, as Blair puts it, member) experience. Too often, fitness centers focus on sales at the expense of rea...
Is it time to finally admit that not all customers are created equal—and that treating them as if they are might be costing your business more than you realize?
In this episode, I dig deep with Dan McCarthy, Associate Professor of Marketing at the University of Maryland and co-founder of Theta, to challenge one of the most hotly debated questions in customer experience: Should all customers be treated the ...
What if the very thing holding you and your team back from success isn't a lack of skills or resources—but fear itself? How could learning to face what's uncomfortable actually unlock your best results, greater job satisfaction, and even more meaningful customer experiences?
In this episode of the Delighted Customers podcast, I dive deep with Jill Schulman, Marine Corps veteran, leadership consultant, and ...
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