Delighted Customers Podcast

Delighted Customers Podcast

This podcast is all about empowering business and CX leaders to achieve sustainable growth by delighting their customers...consistently. We'll share practical ways to improve your customers' experience. We’re going to highlight, front and center, real stories, real conversations with CX thought leaders, CX practitioners, university professors, and authors - who share their wisdom - all designed to empower you to make a difference - because I firmly believe that when we serve customers well, we make a difference in our world.


September 14, 2022 47 min


Isn't that one of those soft, touchy-feely words?

In today's word of digital transformation, isn't people skills so...yesterday?

From someone who walked the walk as a CX practitioner, one of the most critical skills is the ability to influence - without positional power.

The ability to build trust with key stakeholders is a golden asset for any business leader but it's essential for a CX or EX leader!

How Do You...

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Dr. Tom DeWitt, trailblazer and Director of CXM@MSU, talks about why it was time to launch a Masters of Science in Customer Experience Management (CXM) at Michigan State University.

He shares some powerful realities about why companies should lead with a customer experience strategy and how this program can close the gap by preparing leaders to lead CX at the C-level. 

If you are thinking about advancing your education and you&...

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In this episode, my guest Stacey Nevel gives practical tips on how to engage employees and avoid some of the most common mistakes that negatively impact employee engagement. 

Have a clear purpose and align your team to that mission is the first step.  She provides illustrations of how to do that and steps that winning organizations take to ensure congruence between corporate strategy and how it's lived in the organization's...

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August 18, 2022 34 min

Customer friction can lead to customer defection.  Often, companies attempt to fix their customer's pain with a short term solution.  Diane defines design thinking and why it's a different approach that starts with putting your customer in the center. 

She also shares what led her from a career as a clinical psychologist, supporting those dealing with death and dying, into the world of customer experience management.

What c...

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Jon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans.  Excellence is never an accident. Jon brilliantly pulls the curtain back on proven methods to fundamentally change the way you think about creating a successful, beloved business.

Show Notes

Jon Picoult shared practical and proven principles from his new book From Impressed to Obsessed in this episode.  ...

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July 20, 2022 1 min

The Delighted Customers Podcast trailer describes who the show is for (business leaders and CX leaders) and how it can help listeners delight their customers to achieve sustainable growth...consistently.

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