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.
Episodes
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...
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 ...
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 qu...
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...
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 o...
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, R...
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:...
"It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX
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 heig...
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 c...
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...
Fred Reichheld is an expert on customer loyalty and a legend in the world of customer experience management.
He and his "co-pilot" Rob Markey, created Net Promoter System, arguably one of the most used loyalty metrics in the world.
He shared so many gems in our conversation that I decided to produce this edited version as a sort of "greatest hits" episode.
In this episode:
-
Why did Fred feel a sense of urgency to wr...
Ok, this one is a bit different.
I've been asked many times over for a sampling of The Trusted Guide Roadmap™ Master Class and really couldn't share a nice condensed slice of it...until now.
It was quite by accident.
I used an AI tool that automated two virtual hosts, I'm calling them Abe (A) and Ivy (I), who took much of the material from a recent asynchronous course and with a press of a button, converted it into an 11-minute...
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.
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 bus...
Ania Rodriguez was trained as an engineer. She is Founder and CEO of JourneyTrack and a self-made entrepreneur. Ania's insights into modernizing journey mapping and reducing customer churn offer groundbreaking, actionable strategies for any organization interested in elevating customer experiences.
Ania shares how journey mapping has evolved into a powerful tool for leaders to drive business outcomes:
- Discover how Ania Rodrig...
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 payi...
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