Explore every episode of the podcast The Trusted Guide Podcast with Mark Slatin

I first met Tom DeVries when he was giving a keynote at the 2024 CXM 360 Conference at Michigan State University. Tom took an unorthodox approach to the keynote by not talking for the first 5 minutes. What? Yup! He used non-verbals, videos, and audio cues to engage the audience. Tom has built a successful design firm and has shifted his focus in the last 12 years to include customer experience. He is an expert in human-centered design and has worked with some of the biggest brands in the US. He shares some invaluable wisdom in this episode including: CX Metrics vs. Genuine Improvement: Tom criticizes organizations for focusing too much on CX metrics rather than genuine improvements. Operational Changes for Better CX: He suggests that organizations should initiate changes at the operational level before implementing measurement systems. Transformative Change in CX: Tom speaks about the need for transformative change in CX. Adaptability in CX Roles: Tom notes the importance of learning how to learn and adapting quickly in the current business environment. How can CX leaders foster a culture of adaptability within their teams? Case Studies and Pilot Programs: Tom emphasizes using case studies and pilot programs to demonstrate CX improvements. He discusses some key elements that should be included in a case study to make it impactful Brand Behavior and Customer Perception: The episode discusses how a brand is defined by its behavior and how it is perceived through customer experiences. The episode touches on the idea that brands today compete for relationships rather than transactions. How can businesses effectively build and maintain strong relationships with their customers? Shifting from Mechanical to Ecosystem Thinking: He urges businesses to shift from mechanical to ecosystem thinking. In what ways can adopting an ecosystem mindset benefit an organization in today’s fast-paced environment? Storytelling in Brand Strategy: The role of storytelling in brand strategy is highlighted in the episode. The episode is loaded with useful insights; some of which challenge traditional CX approaches. Meet Tom: Tom DeVries is a creative, straight-shooting strategist with a reputation for crafting industry-leading products, brands, and experiences. By fusing business, technology, and humanity, he creates solutions that hit hard, turn heads, and boost bottom lines. As the founder of ThoughtFull, an award-winning design firm, and Crucx, the world’s simplest customer experience operating system, Tom drives growth by liberating organizations and their customers from the ordinary.

One of the most challenging jobs is to change a culture that achieved success with legacy thinking. It all starts with trust, especially if you are a CX leader. Stuart Gilchriest is a Certified Customer Experience Professional (CCXP) who has worked in CX for 10+ years across multiple industries . After starting his career in the hospitality industry in his native England, he transitioned into Customer Experience roles in the travel industry and became a respected voice on VOC program management, CX Strategy and Experience Design. He is most proud of helping Hertz achieve their only JD Power Customer Satisfaction wins in the past 20 years, in 2019 and 2020. Stuart shares some practical applications in this episode including: Community Support: Stuart emphasizes the importance of reaching out to communities for support when facing challenges. The Forgetting Curve: Stuart discusses the "forgetting curve" by Ebbinghaus and the importance of reinforcing information through repetition. How can this concept be applied effectively within an organization to improve stakeholder engagement and information retention? The Role of Repetition in CX: How do you ensure that key information and messages are consistently reinforced with your stakeholders to foster deeper relationships and ensure effective communication? Change Management and ADKAR: The episode touches on change management models like ADKAR. Building Trust: Stuart speaks about building and maintaining trust through practices like listening tours and the "emotional bank account" concept. CX Roadmap: Stuart emphasizes the importance of a CX roadmap that addresses both short-term and long-term goals while aligning with stakeholder metrics. This episode is packed with gems Meet Stuart: Stuart Gilchriest, a Certified Customer Experience Professional (CCXP) has worked in CX for 10+ years across multiple industries including hospitality, education, travel, vehicle rental (Hertz), and HR technology (UKG). He is currently Director of Sales Experience at Mercury Insurance, a mid-sized P+C insurance carrier based in Los Angeles, CA. He is passionate about the CX discipline and helping turn customer and agent insights into financial and operational success for Mercury. After starting his career in the hospitality industry in his native England, he transitioned into Customer Experience roles in the travel industry and became a respected voice on VOC program management, CX Strategy and Experience Design. He is most proud of helping Hertz achieve their only JD Power Customer Satisfaction wins in the past 20 years, in 2019 and 2020. Stuart holds a BA in Economics from the University of Nottingham in the UK, an MBA from Hult International Business School in Boston, MA, and a Certified Customer Experience Professional (CCXP) designation. He currently lives in Naples, FL with his wife Mayra, son Nicolas (21), daughter Mariana (5) and dog Chewy. He is a sport fanatic and has watched live sports on 5 continents (and counting), is an avid traveler (Colombia is a favorite destination), and is currently working on perfecting his homemade Indian curry recipes (the spicier the better!).

This week on The Delighted Customers Podcast, I’m thrilled to welcome Jeff Dickshinski, a Senior Product Designer and Design Lead at Microsoft. With a career spanning digital product development, creative management, and UX design for public-sector and Fortune 100 companies, Jeff brings a wealth of knowledge to the table. At Microsoft, he leads the creation of mission-critical products for U.S. government and enterprise customers, leveraging human-centered design and UX research. In this episode, we examine the shift from engineering-focused solutions to user experience-driven design. Here are four key takeaways: 👉 Embracing User Experience Design: Learn how to foster a cultural shift from engineering-centric to customer-centric solutions, including strategies for educating teams and securing leadership buy-in. 👉 Microsoft’s UX Journey: Gain insights into Microsoft’s UX maturity levels, diverse design groups, and the integration of UX into product development. 👉 Tools and Methodologies: Discover the “jobs to be done” framework and traditional personas, emphasizing the importance of understanding customer goals and emotions. 👉 Building a User-Centric Culture: Explore the value of cross-functional collaboration in creating a culture that drives better product outcomes. Whether you’re a designer, developer, team leader, or CX professional, this episode is packed with actionable strategies to elevate your UX game. Meet Jeff Jeff Dickshinski is an award-winning product design professional with extensive experience in digital product development, creative management, and visual design, for public-sector and Fortune 100 companies. Currently, Jeff is a Senior Product Designer and Design Lead at Microsoft, where he creates mission-critical products for U.S. government customers and internal enterprise- level products, leveraging human-centered design, UX research, and ideation for innovative, end- to-end experiences. Prior to joining Microsoft, Jeff led the UX design consulting practice at LMI. He has also worked at Marriott International and IBM. He holds a BA in psychology, from the University of Maryland at College Park.

Tanya Thomas is a Certified Customer Experience Professional (CCXP) and VP of Client Experience Management and UX Design at Experian Health. She's brings years of experience in the CX world at one of the largest organizations in the world, Experian. Known as one of the big three credit bureaus, Experian Health is a major player in the healthcare market. In this episode Tanya shares some great gems including: Customer Intelligence and Market Trends: Tanya emphasized the importance of gathering deep customer intelligence beyond just basic operational feedback. By understanding user behaviors within software tools, monitoring market and industry trends, and exploring customer pain points, organizations can better anticipate and meet evolving customer expectations. This intelligence is crucial for staying ahead in the market and continually disrupting sectors like healthcare, where incremental improvements can significantly enhance user experience. Mobilizing Action with Customer Insights: Tanya underscored the necessity of converting customer insights into actionable plans. It’s not enough to gather data; organizations must ensure it permeates throughout the company and drives accountability. One effective approach she highlighted was prioritizing key pain points and integrating them into the strategic priorities discussed by the executive leadership team. This ensures that actions are taken on feedback, and systematic improvements are made to enhance customer experiences. Collaborative Leadership and Influencing Change: Tanya discussed the importance of partnership and collaborative leadership in driving CX initiatives. Instead of trying to be the hero, it's more effective to be the guide. She shared how cultivating relationships with key stakeholders, including finance teams and executive leaders, and deeply understanding the business can help in getting buy-in for CX initiatives. By using data to support the narrative and speaking the language of business success, CX leaders can influence positive change and ensure that improvements are not only implemented but also aligned with the broader organizational goals. Meet Tanya: She is a strategic experience management leader driving customer focus and impactful change for over 15 years in roles spanning the retail and entertainment industry, financial services, and healthcare. She aspires to ignite those around her with a sense of purpose and to be an example of authenticity and integrity. She has had a natural inclination toward creating seamless and delightful experiences, as well as an entrepreneurial spirit, for as long as she can remember. She would be the kid that wanted to pass out fresh fruit at garage sales or bring her own creative activities and supplies to babysitting gigs to ensure repeat business. When she was old enough for "real jobs," she set her sights on companies like Nordstrom and Disney, which further fueled her relentless dedication to the customer and her curiosity for what makes some brand experiences stand apart from the rest. Along the way, she picked up an obsession with optimizing technology to increase efficiency, and she is addicted to the rush of collaborative problem-solving. Her greatest joy, however, comes from inspiring and motivating others toward their best work and being a force of positive momentum in everything she does.

Michael shares his impressive career journey that spans over 20 years in customer-facing roles, from the banking sector to an energy startup, and his impactful time as the SVP of Customer Experience at Figs, a notable direct-to-consumer e-commerce company specializing in medical apparel. Michael shares the impressive story behind Figs—a company founded by two women who revolutionized the medical apparel industry and took the business public on the NYSE, all while growing to a $500 million enterprise paralleling athleisure brands like Lululemon. We discuss the necessity for CX to be a unique differentiator in competitive markets, emphasizing the value of a superior customer experience in driving retention, referrals, and overall business growth. The discussion also touches on strategic planning for 2025, with a focus on justifying investments in technology and human resources in CX. Michael offers practical advice on managing customer expectations, delivering consistent service, and creating memorable interactions through low-cost "surprise and delight" programs. He also dives into the challenges of subscription-based models and stresses the importance of educational opportunities for customer retention. Listeners will also appreciate Michael’s personal anecdotes and wisdom, including financial strategies and life perspectives. Tune in to this episode for a blend of professional expertise, actionable insights, and personal reflections that can help elevate your approach to customer experience and business growth. Meet Michael: Michael is a customer experience executive who cares deeply about wowing customers, exceeding goals, and developing future leaders. He is the Founder of Bair Consulting. He helps e-commerce and SaaS founders build customer experiences they are proud of and their customers love. Before starting his consultancy, he worked at diverse organizations from startups to Fortune 50 companies, including B2B SaaS, B2C subscription, and DTC e-commerce. He has been a senior leader on 3 exits including a 2021 IPO. He has managed customer success, inside sales, customer support/service, and quality assurance teams. He has built teams from scratch to 100-plus people. He loves leading organizations with a customer-centric mentality and has been consistently recognized as a leader of people, culture, and values.

Meet Alek Alek Catlett is a manager in EY's AI & Data consulting practice, where he has worked for the past 4 years. Alek helps his clients solve complex problems where the customer and data meet. Prior to EY, Alek spent 6 years at Tailored Brands, parent company to Men's Wearhouse, Jos. A. Bank, and Moores. Alek is also a graduate of the first Masters of Science in Customer Experience Management in North America from Michigan State University.

Tom Shimko, a seasoned expert in customer experience (CX) and marketing, to discuss the ROI of CX. Tom highlights the necessity of treating CX as a strategic imperative rather than a mere nicety. He unpacks the IDIC framework by Peppers and Rogers, emphasizing identification, differentiation, interaction, and customization as key steps. Tom shares insightful case studies, including work with 1800 Flowers, AIG, and Prudential, demonstrating how targeted CX improvements can significantly enhance customer value and reduce attrition. He underscores the importance of aligning CX initiatives with senior leadership’s goals and understanding customer needs at every lifecycle stage to justify continued investment in CX efforts. What are some misconceptions about proving the value of customer experience? Addressing misconceptions helps CX leaders understand the critical elements that often go overlooked or misunderstood. Tom highlights the importance of measurable metrics in customer experience, which are essential for justifying investments and making informed decisions. It also helps shift the view of customer experience from being a "nice to have" to a strategic necessity. How does the IDIC framework relate to the customer lifecycle? Tom discusses the IDIC framework, which includes Identification, Differentiation, Interaction, and Customization. Understanding this framework allows businesses to segment their customers effectively, address their needs more precisely, and measure the impact of their strategies. By relating it to the customer lifecycle, Tom shows how this framework can be applied in real-world scenarios to enhance customer relationships and drive business growth. Can you walk through some use cases from your experience to give leaders a blueprint for how they might identify opportunities to calculate the ROI of CX? Real-world examples and use cases provide practical insights and a blueprint for CX leaders. Tom's examples from 1-800-Flowers, AIG, and Prudential show how specific strategies can have a significant impact on business metrics like customer retention, revenue, and cancellation rates. These use cases offer actionable steps for leaders to follow and adapt to their unique contexts. Meet Tom! Tom Shimko brings a background of 20+ years of experience leading marketing, customer experience, and strategic planning in both senior management and consulting roles.  These have included building and leading the consulting division as a Senior Managing Partner at Peppers & Rogers Group, Director of International Marketing at Prudential, Head of Marketing Intelligence and Customer Experience at GE Capital, SVP, Customer Retention and Loyalty at AIG, and as the Chief Marketing Officer at Pitney Bowes, Danbury Health Systems, and the DMA.  His consulting clients cross B2B, B2C and Nonprofit sectors, and include organizations such as Acxiom, Oracle, 1800Flowers, Space.com, Jaguar, Wolters Kluwer, Rodale Publishing, the American Cancer Society, and the Young President’s Organization.  Tom currently leads Shimko1to1.com, where he helps organizations to increase customer acquisition, improve retention, and grow customer value, by focusing on customer needs, potential value, and by improving the customer experience.  Known for driving transformative growth, Tom excels in crafting innovative customer-centric strategies and leveraging data-driven insights, with a focus on action, impact and results. 

On the latest episode of The Delighted Customers Podcast, Roxie Strohmenger, CCXP, an acclaimed CX strategist and Board Chair-Elect of CXPA, shares valuable insights on the power of data in customer experience. Roxie has shaped industry standards, from co-defining Forrester's CX Index to leading award-winning CX initiatives at UKG, and is now a principal strategist at Heart of the Customer. In this episode, Roxie introduces the “web of data,” a groundbreaking concept for accessing and integrating diverse data sources to accelerate decision-making. She explains how CX leaders can leverage this approach to give executives real-time, actionable insights supporting strategic business goals. Roxie also examines the repercussions of limited data access, which often results in CX being seen as a cost center rather than a strategic partner. She offers practical strategies for CX professionals to foster collaboration with IT and data teams and overcome technical and regulatory barriers to streamline data integration. Finally, Roxie highlights the importance of aligning CX metrics with key operational and financial metrics. This alignment helps CX professionals communicate their value effectively to executives, fostering buy-in and elevating CX as a strategic asset. Listen in to discover actionable strategies to navigate data challenges and make a compelling case for CX at the executive level! Meet Roxie Roxie Strohmenger is an innovative, determined, and passionate award-winning CX Change Maker who believes great things don't happen in your comfort zone. With over 20+ years of experience, Roxie has a passion for designing and executing innovative CX transformation initiatives that are linked to operational metrics and financials to create differentiated, high-quality emotion-focused experiences that create, sustain, and expand customer loyalty. Roxie is currently a Principal Strategist at Heart of the Customer partnering with CX Leaders to deliver solid ROI and also serves as the Vice Chair on the board of directors for the Customer Experience Professionals Association (CXPA). Her expertise has also been featured in podcasts, webinars, and in the book, “Do B2B Better: Drive Growth through Game-Changing Customer Experience."

Seth is a legendary thinker and marketer known for challenging conventional wisdom. In this episode, he dives into his latest book, This is Strategy, offering fresh perspectives on how to craft and execute a powerful strategy in today’s fast-changing world. Beyond just strategy, Seth explores the crucial connection between strategy and customer experience (CX), helping listeners understand why aligning these two elements is key to driving sustainable business growth. Whether you're a business leader, CX professional, or strategist, this episode offers actionable insights you can put into practice immediately. Meet Seth! Seth Godin is an author, entrepreneur and most of all, A teacher Seth is an entrepreneur, best-selling author, and speaker. In addition to launching one of the most popular blogs in the world, he has written 21 best-selling books, including The Dip, Linchpin, Purple Cow, Tribes, and What To Do When It's Your Turn (And It's Always Your Turn). His book, This is Marketing, was an instant bestseller in countries around the world. His latest books are The Song of Significance and The Practice, and creatives everywhere have made it a bestseller. Though renowned for his writing and speaking, Seth also founded two companies, Squidoo and Yoyodyne (acquired by Yahoo!). By focusing on everything from effective marketing and leadership, to the spread of ideas and changing everything, Seth has been able to motivate and inspire countless people around the world. In 2013, Seth was one of just three professionals inducted into the Direct Marketing Hall of Fame. In an astonishing turn of events, in May 2018, he was inducted into the Marketing Hall of Fame as well. He might be the only person in both.

Raj Sivasubramanian has served as a CX leader in great brands like AirBnB, eBay, Verint, and Bain and now leads the journey management practice at QuestionPro. He's a Professor of Practice at Michigan State University in the CXM Masters of Science Degree program. He’s worked with some of the most successful brands and joined us to share insights about how great companies differentiate on customer experience. In this episode: What do we do about the metric trap? This question is essential because many organizations fall into the trap of over-focusing on metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) without necessarily improving the customer experience. Raj provides strategies and insights to avoid this trap, which can help organizations focus on actionable insights rather than just numbers. How does operational data play into customer sentiment data? Understanding how to integrate operational data with customer sentiment data is crucial for gaining a holistic view of the customer experience. Raj's explanation helps organizations realize that customer feedback alone isn't enough; it should be supplemented with operational metrics to drive meaningful actions that improve the customer experience. What approach works best for making organizational change happen from a CX leader's standpoint? This question is critical for anyone trying to drive customer-centric changes within their organization. Raj discusses different strategies like looking for quick wins, connecting insights to key corporate initiatives, and the importance of having allies. His advice provides a roadmap for CX leaders to effectively influence and implement changes that can significantly enhance customer experiences. Join us for an engaging conversation as Raj shares practical tips and actionable insights.

Customer Experience Management takes on an entirely different context when you or a loved one gets a cancer diagnosis. As you'll hear from my guest on this episode, the healthcare system is broken in many ways. UNC is starting with a better way to listen. Loretta Muss, coordinator of the Patient and Family Advisory Council (PFAC) at the North Carolina Basnight Cancer Hospital, recently retired after advocating for patients, families, hospital staff and administration for the past 14 years. Muss started in her role with the PFAC in 2009 with the hope of strengthening the relationship between patients, caregivers and their cancer care teams. On this episode of The Delighted Customers Podcast, Loretta talks about some of the realities stressing our healthcare system and the impact on patients. She shares the immensely successful PFAC she launched for UNC's Cancer Hospital and we talk about how the model can be used to help businesses inside and outside of healthcare. Here are three pivotal questions she answered, which we believe can reshape how we view healthcare: How can caregivers' inclusion in advisory councils transform patient care? Caregivers play a crucial role in the patient journey, often providing the most consistent care. Understanding their perspectives can lead to more holistic and effective healthcare solutions. What strategies can be employed to prevent burnout among healthcare providers while maintaining high standards of compassionate care? Burnout is a critical issue affecting healthcare providers worldwide. Addressing it is essential to ensure that providers can continue delivering the high-quality, compassionate care that patients need. In what ways can personalized patient interactions improve overall healthcare outcomes? Personalization in healthcare can bridge the gap between clinical efficiency and patient satisfaction. Exploring this can lead to better health outcomes and a more humane healthcare experience. Curious about Loretta's insightful answers? Tune in to our latest podcast episode and discover how these questions and their answers can drive significant improvements in the healthcare sector. 

Cyndi Lyon is the VP of Customer Experience and Strategy at Otava. She's a Certified Customer Experience Professional and earned her Master of Science in Customer Experience Management from Michigan State University. In this episode, she broke down some of the key barriers that get in the way of building a successful customer experience management practice and offered some actionable ways to overcome them. In this episode Cyndi answered these questions and more: Do You Have a Clear Vision and Plan for Your Organization? Cyndi underscores the importance of having a clear roadmap for your organization’s future. It’s not just about the big picture—breaking it down into manageable, actionable steps that employees and stakeholders can understand and support is crucial for long-term success. Are You Iterating and Celebrating Small Wins? Cyndi believes that even the best plans will fall short without iteration. Starting small and making adjustments along the way allows for steady progress. By breaking long-term strategies into smaller, achievable milestones, you not only keep teams engaged but also create momentum by celebrating each victory. Is Your Approach Employee- and Data-Centric? Cyndi highlights the power of linking CX metrics to business data and effectively communicating these insights to stakeholders. She emphasizes the importance of understanding who owns the data and engaging champions within the organization to propel the CX strategy forward. Meet Cyndi! CYNDI LYON, CCXP With nearly 30 years of industry experience, Cyndi Lyon is a trailblazer in the realm of customer experience (CX). As the Vice President of Customer Experience Strategy at OTAVA, she is leading a transformative shift towards a customer-centric model, ensuring that the customer is always at the heart of every strategy through relentless focus on continuous improvement and operational excellence. Cyndi's dedication to CX is unparalleled. Recently, she earned her Master’s in Customer Experience Management from Michigan State University, marking her as a pioneer in this evolving field. Her expertise spans creating exceptional customer experiences, operationalizing CX strategies, drive continuous improvement and fostering a customer-centric culture that permeates every aspect of business operations. For Cyndi, the cornerstone of every successful business is a deep understanding and genuine appreciation of the customer. Cyndi's career spans product management, technology operations, professional services, marketing, and more. This breadth of experience fuels her passion for delivering top-notch customer experiences. Her drive for enriching product and service delivery is realized through innovation, collaboration, process improvement, and organizational development. Since joining OTAVA in 2018, Cyndi has built a legacy of success, leading the company’s product, marketing, and business strategy, and heading the operations team to streamline processes and systems. Her ability to build and inspire teams, coupled with her strategic foresight, has been instrumental in OTAVA’s growth and customer satisfaction. Outside of her professional life, Cyndi is a proud wife and mother of two teenage daughters. She holds the prestigious CCXP certification and enjoys regularly participating in half marathons and spending quality time with her family in Ann Arbor, Michigan.

One of the major problems that data visualization solves is the need for quick and clear communication of complex insights, particularly to time-constrained executives.  It’s about storytelling with data…but how? With her extensive expertise in data analytics and digital transformation, Katie Manty, a professor at Michigan State University’s Customer Experience Management Master’s program and a leader at Omnicom Health Group, offers unparalleled insights into this crucial aspect of business strategy.  In this episode of "Delighted Customers Podcast," Katie shares compelling strategies and best practices for utilizing data visualization to enhance customer experience and drive executive buy-in. Key Takeaways: 1. Customer Experience Improvements:    - Pain Points in Banking: Katie highlighted how customers in banking and investment sectors often struggle with mobile check deposits and managing dormant 401(k) accounts. The complexity and inaccessibility of instructions lead to dissatisfaction. She shares best practices on how to solve for that. 2. Data Storytelling:    - Katie's personal advice: Focusing on data storytelling and understanding audience incentives can significantly improve your professional influence. She walks through several illustrations of how to effectively tell stories with data. 3. Effective Data Visualization:    - Importance for Executives: Visualizing data is essential for conveying insights quickly and clearly to senior leadership, facilitating swift decision-making. Katie shares common missteps and how to overcome them. Meet Katie: Katie has a passion for building highly-prized customer experiences. Throughout her marketing technology enablement career, she gathers multiple perspectives, analyzes data sets, forges a business vision and puts the initial concept into production using a test and learn mindset for continuous improvement of the product or process. Katie has been with Omnicom Health Group for three years as a leader in digital transformation and data analytics capabilities in the health care sector primarily supporting biotech and pharmaceutical marketing teams.  Katie services clients with Omnichannel marketing solutions based on a framework and capabilities that she derived from years of marketing and data strategy experience. She is a Thought Leader enabling colleagues to upskill and speak marketing acumen underscored by data, data visualization and technology integration concepts. She shares a regular Data Coffee Talk with colleagues on all topics data in marketing including how AI is changing the advertising business. She began her career at Ernst & Young leading application development, business analysis, roadmap visioning and emerging technology teams. Katie earned an MS degree from MIT in the Management of Technology. Her undergraduate degree is from Smith College with a BA in Computer Science and Economics double major.  Katie is an active alum with both of her alma maters. She spends her free time soaking up the sun as an avid beachgoer, consuming fiction and shuttling her teenage daughter to activities.  Additionally, Katie is a Faculty Instructor for MSU’s MS in CXM degree. She teaches Data Analysis, Data Integration and Data Visualization as part of the program.

A 34-year-old man fighting for his life in the intensive care unit is on an artificial respirator for over a month. Could it be that his chance of getting off the respirator is not how much his nurses know, but rather how much they care? A 75-year-old woman is heroically saved by a major trauma center, only to be discharged and fatally struck by a car while walking home from the hospital. Could a lack of compassion from the hospital staff have been a factor in her death? Compelling new research shows that health care is in the midst of a compassion crisis. But the pivotal question is this: Does compassion really matter? In Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference, physician scientists Stephen Trzeciak and Anthony Mazzarelli uncover the eye-opening data that compassion could be a wonder drug for the 21st century. This episode is packed with practical insights and ROI evidence for customer experience investment. Join me and my guest, Dr. Stephen Trzeciak, author, Ted Talk speaker, and, oh yeah, Chief of Medicine at Cooper University Healthcare. In this episode: Evidence-Based Compassion: Compassion in healthcare isn’t just a moral imperative; it has measurable, impactful benefits. Studies show that even a 40-second compassionate intervention can significantly reduce patient anxiety. ROI of Compassion: Compassionate care doesn't just improve patient trust and outcomes; it also positively affects hospital revenue, reduces staff turnover, and enhances overall service quality. Compassionate hospitals achieve better patient loyalty and team cohesion. Combatting Burnout: Dr. Trzeciak highlights the inverse correlation between compassion and burnout. Genuine, compassionate relationships are key to fostering resilience and well-being among healthcare providers, ultimately improving team retention and reducing costs related to high turnover. Meet Dr. T Stephen Trzeciak, MD, MPH is a physician scientist, the Edward D. Viner Endowed Chief of Medicine at Cooper University Health Care, and Professor and Chair of Medicine at Cooper Medical School of Rowan University in Camden, New Jersey. Dr. Trzeciak is a practicing intensivist (specialist in intensive care medicine), and a clinical researcher with more than 100 publications in the scientific literature. His scientific program has been supported by research grants from the National Institutes of Health and the Agency for Healthcare Research and Quality, with Dr. Trzeciak serving as Principal Investigator. Dr. Trzeciak is the co-author of two books, Compassionomics: The Revolutionary Scientific Evidence that Caring Makes a Difference (2019), and Wonder Drug: 7 Scientifically Proven Ways That Serving Others Is the Best Medicine for Yourself (2022). Broadly, Dr. Trzeciak’s mission is to raise compassion globally, through science.

Karl Sharicz is back with his follow-up to CX-PRO, featuring advanced insights from a global lineup of 16 CX thought leaders. (Yes, I’m thrilled to be one of them!) This book highlights the power of collaboration in the CX community, bringing together practitioners, consultants, and educators. It emphasizes human-centered design, a commitment to quality, and the lasting impact of genuine human connections. The book celebrates employee-driven insights as key drivers of innovation and dives into the diverse career paths that fuel the CX ecosystem. In this episode: Why this book offers CX leaders a fresh perspective on customer experience management How the contributing authors were selected A closer look at standout chapters with exclusive excerpts A teaser on my chapter about change leadership This book is an essential resource for CX leaders and anyone passionate about advancing their understanding of customer experience management. ----------------------- Show Notes: Meet Karl Karl brings over thirty years of skills and experiences gained in high-tech research and manufacturing B2B environments along with proven business acumen. Throughout his career, he has served in a broad range of roles within marketing, sales, training, and training management—developing internal and external customer relationship skills and building a decided customer-centric focus along the way. As the Founder and CEO of HorizonCX, Karl offers professional services to organizations in two general categories. Small to medium-sized businesses aiming to begin the Customer Experience journey Large enterprises on the Customer Experience journey aiming to bring it to the next higher level ​ In his former corporate role within Tyco SimplexGrinnell, a leading fire and life-safety provider doing business throughout North America, Karl served as Customer Experience Lead where and his team focused on driving those elements of the customer relationship and experience that increased customer satisfaction, reduced customer churn, and increased customer lifetime value. ​ Karl is steeped in the Customer Experience Management discipline, including developing customer-centric cultures; determining the voice of the customer and deriving insights and understanding; fostering organizational adoption and accountability; creating customer experience strategies, designing approaches that will achieve customer experience excellence, and setting up metrics and measurement systems that help drive organizational return on investment. Books: CX-PRO - Beyond the Basics: Advanced Insights for Customer Experience Professionals Paperback – September 10, 2024 by Karl Sharicz (Editor) https://www.amazon.com/CX-PRO-Advanced-Insights-Experience-Professionals/dp/B0DD9L8BKC

Jon Picoult, bestselling author and CX thought leader was my first guest in 2022 when The Delighted Customers Podcast launched. He was gracious enough to come back for episode 100 to talk about his His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry. Jon sheds light on the groundbreaking CX ROI study he initiated, which highlights the tangible and economic benefits of a great customer experience. We'll explore the challenges CX leaders face, particularly in getting executive buy-in, and how Jon's research demonstrates the outperformance of top-rated CX companies versus their lagging counterparts, even amid the pandemic's impact. If you’re a CX practitioner, you should have this study in your toolkit and understand the trends over the 16 years of research. Spoiler alert - CX leaders outperformed laggards by 5.4x over 16 years! In this episode: What’s the purpose and methodology of the CX ROI study? What makes it different from other studies? How can CX leaders use it to make the business case for CX? What are the DO’s and DON’T of applying the findings? How should business leaders approach the use of AI when it comes to CX strategies ----------------------- Show Notes: Meet Jon Jon’s insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, Fortune and Forbes. His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry, referenced by firms such as McKinsey, Deloitte, Accenture, Forrester, SAP, and Oracle. Jon is also the author of the Amazon bestseller, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans,” which was featured in The Wall Street Journal as a top reading pick, and has also earned praise from business luminaries such as Horst Schulze (co-founder of Ritz-Carlton Hotels), Hubert Joly (former CEO of Best Buy), and Marshall Goldsmith (world-renowned executive coach). Prior to establishing Watermark, Jon held senior executive roles at Fortune 100 firms – leading service, operations, distribution, technology, sales and marketing. Early in his career, at the age of 29, Jon earned the distinction of becoming the youngest executive officer in the over 150-year history of a leading global financial services company. Jon received his bachelor’s degree in cognitive science from Princeton University and his M.B.A. in general management from Duke University. Watermark’s Customer Experience ROI Study:  www.watermarkconsult.net/cx-roi Watermark’s Website:  www.watermarkconsult.net Jon Picoult’s Speaker Website:  www.jonpicoult.com Books: https://www.amazon.com/Impressed-Obsessed-Principles-Customers-Employees/dp/126425878X

In the episode, Guy Shalom, the CEO of Glassix, shared the personal story behind the company's inception. Glassix began as a solution to a personal challenge: both of his parents have the same disability, which made effective communication challenging.  This experience inspired Guy to develop a solution that could improve communication not only for his parents but also for customers facing similar difficulties. Over time, this idea expanded and evolved, ultimately becoming Glassix—a company dedicated to improving the customer experience through advanced digital channels and messaging platforms. This journey from a personal challenge to a broader mission encapsulates the company's commitment to making customer interactions more seamless and accessible. Guy was joined by his Head of Product, Yoad Rashti and his CTO, Boaz Katan as I stretched my podcasting limits with three guests at one time! 🔹 AI-Driven Efficiency and Personalization: Glassix is revolutionizing how businesses interact with customers through AI-driven features like conversation summaries, chatbot AI answers, and mood interpretation. These advancements allow for real-time personalized responses, significantly improving both customer satisfaction and agent efficiency. 🔹 Cross-Channel Communication: With integration capabilities across multiple platforms like WhatsApp, web chat, Facebook, and Apple, Glassix provides a seamless communication experience. This multi-channel approach ensures that customers can reach out through their preferred platform, making interactions smoother and more effective. 🔹 Customization and Security: Glassix's platform is not just powerful but also customizable and secure. Offering flexibility for various industries and compliance with standards like PCI DSS, the platform ensures that user data is protected while allowing teams to tailor solutions to their specific needs. Catch the full episode for an in-depth discussion on how AI is shaping the future of customer experience and how you can leverage these innovations to boost your business! 🎙️ ----------------------- Show Notes Guy Shalom CEO & Co-founder, Glassix Guy Shalom is the CEO and Co-founder of Glassix, a leading software company revolutionizing customer service with its omnichannel interactive communication platform. Under Guy's visionary leadership, Glassix has become a pivotal player in the SaaS industry, providing leading-edge digital solutions tailored to the needs of modern contact centers. Yoad Rashty CTO& Co-founder, Glassix Yoad Rashty is the Chief Technology Officer at Glassix, where his expertise in driving technological innovation and his deep understanding of customer experience technologies empower leading companies to deliver exceptional customer experiences. With a robust background in software engineering and a keen focus on integrating leading-edge artificial intelligence technologies, Yoad leads his teams in developing advanced, scalable, and a secure platform that enhances customer interactions for businesses globally. Boaz Katan Head of Product at Glassix Boaz Katan leads the development of an advanced omnichannel messaging platform designed to enhance customer experiences. With over 10 years of experience as a product designer in both startups and large corporations like NICE and NetApp, Boaz has a proven track record of designing complex B2B systems. Contact Info: For guest contact information, I recommend checking out the multiple platforms mentioned in the episode. You can reach out to the business through their: - Website - Web chat - Facebook page - WhatsApp account - Apple account If you prefer more direct contact information, you might want to visit the Glassix website or their social media pages for further details.  www.glassix.com

Trust in CX: Lessons from the Executive Assistant to Ronald Reagan In the latest episode of the Delighted Customers podcast, Peggy Grande shares her fascinating journey from a regular middle-class family to becoming the executive assistant to President Ronald Reagan. From her unlikely selection to be the executive assistant for Ronald Reagan to her touching farewell to the 40th President of the United States, her stories provide invaluable lessons in building trust, particularly through the lens of the trust equation.  Here are some key takeaways: Credibility: Peggy’s story emphasizes the importance of intuitive confidence and competence. She recalls, "I was young, yet I had to present myself as a voice of authority, even when I wasn't always completely confident in myself." This highlights that beyond technical skills, credibility is built by speaking confidently and being willing to take on tasks and make decisions quickly. Reliability: Peggy demonstrated the immense value of dependability by always being present and prepared. She mentions, "I made it a habit to arrive at the office every day about a half hour before the office officially opened." Showing up consistently and anticipating needs is a cornerstone of reliability. Intimacy: Building a safe space for confidential discussions and knowing when to offer empathy is essential. Peggy recounts a touching instance during Reagan's Alzheimer's battle, noting how she had to step in discreetly to help him finish a familiar story. This exemplifies psychological safety and the delicate balance of being supportive without undermining. Self-Orientation: Selflessness in serving another's best interests can build profound trust. Peggy showcases this by emphasizing personalization in her tasks, such as learning Reagan's preferences and structuring his day accordingly. Her focus on others' needs over her own effectively strengthened her relationships and trustworthiness. Show Notes: Meet Peggy Peggy Grande was Executive Assistant to President Ronald Reaganfrom 1989 – 1999, after he left the White House. She is author of the book, “The President Will See You Now: My Stories and Lessonsfrom Ronald Reagan’s Final Years.” She served as a Presidential appointee during the Trump Administration and considers it thehonor of a lifetime to have worked for two Presidents of the United States in both support and strategic roles. Peggy is an international keynote speaker, TV and radio commentator, and widely published opinion writer in the US, UK, Australia, and the Middle East. She was Chair of World for Brexit and was national spokesperson for a California ballot initiative. She serves on the Board of Pepperdine University’s School of Public Policy and the Board of the Center for American Ideas. Peggy is a graduate of Pepperdine University, mother of four grown children, and has two granddaughters. LInkedIn: https://www.linkedin.com/in/kenpeterson/ Website: https://www.questionpro.com/us/? --------- The Delighted Customers Podcast is sponsored by Better Help

Ken Peterson is the President of QuestionPro’s Customer Experience Division and joined me for an enlightening conversation about the intersection of AI and CX. QuestionPro’s Voice of the Customer platform already incorporates AI in its range of products from basic surveys to complex research, customer experience and employee engagement. GenAI promises to change customer experience but what are the smartest strategies to create a win for the customer, a win for employees, while delivering on business outcomes? Ken, a self-admitted geek and mathematician, shares his vision for the future and shared insights on practical applications.    In this episode of The Delighted Customers Podcast, Ken answers these questions and much more:  How can companies be proactive in addressing customer feedback to prevent passive customers from looking for alternatives? What are some examples of AI tools, like those used by companies such as Target, that empower employees to assist customers more effectively? In what ways can AI contribute to customer retention, share of wallet, and add-on sales, as well as improve employee satisfaction? Why is it important for content to be curated and actionable when incorporating AI into customer experience, and how can companies ensure that employees are properly trained to use it? Tune in to discover how integrating AI thoughtfully can revolutionize your customer service strategies.  Episode Notes: Meet Ken Ken Peterson has over two decades of experience in the marketing research, retail, technology, hospitality and transportation industries with a recent focus on Big Data Business Insights, and SaaS deployments. This ties in with his long history of P&L responsibility and detailed understanding of improving business operations. He has had the privilege of helping clients in retail, hospitality, technology, travel, sports and media better understand how to make use of the vast quantities of data that is now available, but often underutilized and misinterpreted. He enjoys delivering relevant insights, fact-based execution and bottom-line results. LInkedIn: https://www.linkedin.com/in/kenpeterson/ Website: https://www.questionpro.com/us/?

Imagine that you’ve been asked to lead a credit union in the middle of a worldwide pandemic. With a rich background in financial and nonprofit marketing, Kristen Heisey has been steering Everence Federal Credit Union towards new heights for the past two years. Under her leadership, the credit union has not only navigated through post-COVID challenges but has also embraced a vision of sustainability and relevance in a competitive market, putting CX at the heart of the change. Kristen instituted innovative programs like Connect 30, Branch Reimagined, Reach 2030, and Innovation Teams, to achieve breakthrough growth and impact Everence’s culture. Here are three thought-provoking questions that Kristin's experiences and insights might inspire: 🔹 How can organizations go beyond traditional CX metrics like NPS and CSAT to deepen relationships with their customers? 🔹 What strategies can leaders employ to integrate empathy and genuine care into their customer experience, rather than just pushing products? 🔹 In what ways can financial institutions leverage unique offerings, such as charitable credit cards, to differentiate themselves in the market? Tune in for a conversation filled with actionable strategies and inspirational leadership perspectives! Show Notes: Contact info: https://www.linkedin.com/in/kristenheisey/ website : https://www.everence.com/

Imagine walking into a clinic feeling anxious about a possible cancer diagnosis and leaving with all your concerns addressed, feeling genuinely cared for and understood.  Unfortunately, for too many patients today, that’s simply not the case. The pressure of production goals, burned out and short-handed physicians, and an increase in administrative load are a few of the challenges that doctors and medical staff face day-to-day.    As a result, patients who are awaited results from diagnostic tests like mammograms have their anxiety rise and are left feeling like a number. In this illuminating episode of The Delighted Customers Podcast, we dive deep into the art and science of patient communication with Rachel Hitt, MD.  As the Medical Director of Patient Experience for the Tufts Medicine Integrated Network, and Division Chief of Breast Imaging for Tufts Medical Center, Dr. Rachel sheds light on the pivotal role of efficient care and effective communication in enhancing patient interactions. Discover how active listening, empathy, and breaking down complex medical jargon into digestible information can transform a patient's experience.  1. Why are effective communication and efficient care essential in patient interactions? 2. How do empathy, active listening, and partnership with the patient contribute to communication in healthcare? 3. What are some strategies for breaking down medical information into understandable chunks for patients? 4. How can meeting patients where they are, including considering language barriers and providing interpreter services, improve patient experience? The lessons that Dr. Hitt shares on this episode aren't limited to healthcare - after all, humans have the same needs regardless of the environment.

Improving Customer Loyalty through Martech and AI-Powered Solutions   Greg Kihlstrom is a best selling author with nearly 20 books on Martech and customer experience management. Greg shares fresh insights into how companies can leverage marketing technology and AI to bolster customer loyalty and satisfaction.    Whether you're a C-suite executive or a marketing professional, this episode will equip you with actionable strategies to deliver exceptional, personalized customer experiences. Here are three pivotal questions Greg answered during our interview: - How can companies efficiently organize and access vast amounts of customer data for better decision-making? - What are the common mistakes in Martech implementation, and how can businesses avoid them? - How does AI enhance—rather than replace—human work to improve both customer and employee experiences and drive business outcomes? Subscribe to our show for more expert insights. Link in the comments! Greg Kihlström - Biography Greg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. He has worked with some of the world’s top brands, including Adidas, Coca-Cola, FedEx, HP, Marriott, Nationwide, Victoria’s Secret, and Toyota.  He is a multiple-time Co-Founder and C-level leader, leading his digital experience agency to be acquired in 2017, successfully exited an HR technology platform provider he co-founded in 2020, and led a SaaS startup to be acquired by a leading edge computing company in 2021. He currently advises and sits on the Board of a marketing technology startup. He executive produces 5 business and marketing-related podcasts, including the award-winning The Agile Brand with Greg Kihlström, now top 5 on Apple’s U.S. marketing charts and in its 6th year with over 500 episodes and millions of downloads, which discusses marketing technology and its role in the customer experience with some of the world’s leading experts and leaders. Greg is a contributing writer to Forbes, MarTech, CustomerThink, and CMSWire, and has been featured in publications such as Advertising Age, Business Insider, Financial Times, and The Washington Post. Greg has been named #1 on its list of the Top Global Marketing Thought Leaders by Thinkers 360, was named one of ICMI’s Top 25 CX Thought Leaders two years in a row, and a DC Inno 50 on Fire as a DC trendsetter in Marketing. He’s also participated as a speaker at global industry events and has guest lectured at prominent universities and colleges. Resources This episode is sponsored by BetterHelp. Give online therapy a try at betterhelp.com/DELIGHTED and get on your way to being your best self. The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

  Have you ever wondered how digital experience and AI can transform your customer interactions? Andrew Carothers, CCXP, a senior digital experience leader in the CX area at Cisco Systems, shared insights from this multinational leader's industry-leading portfolio of technology innovations, including networking, security, collaboration, and cloud management. 🎧 Check out the latest episode of The Delighted Customers Podcast where Andrew answers these burning questions: 👉 How can businesses seamlessly transition from digital to human interactions to meet customer needs? 👉 What are the challenges and benefits of expanding the digital component in customer experience? 👉 How can companies leverage AI to not only enhance the digital experience but also create growth opportunities? Andrew’s expertise in building and scaling customer experience teams is unparalleled. Tune in to get actionable insights and drive your business forward!  About Andrew Carothers, CCXP Andrew Carothers, CCXP, is a senior Customer Experience leader helping companies build and scale organizations that increase customer adoption and retention, improve renewals rates, and drive growth. A founding member of Cisco System’s CX function, Carothers has built extensive strategic and tactical CX knowledge, including digital CX, partner programs, voice of the customer, customer-centric culture, and journey mapping. An eight-time International Customer Experience award winner, he frequently writes and speaks on CX topics, and co-authored The Publicity Handbook (McGraw Hill), a Fortune Book Club selection. He currently serves as a member of the Board of Advisors for the University of San Francisco’s School of Management Strategic Artificial Intelligence program. Resources This episode is sponsored by BetterHelp. Give online therapy a try at betterhelp.com/DELIGHTED and get on your way to being your best self. The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Transforming Workplace Culture Through Employee Experience Dr. James Killian is an expert in the field of employee experience. He has held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems, and led several startups to record growth, and he’s a professor in the Masters of Science CXM program at Michigan State University.   From exploring the significance of breaking down organizational silos to hiring a chief experience officer, we'll discuss how these strategies can uplift your team's experience and ultimately benefit the customer.  Our conversation also examines the pitfalls of disengaged leadership and the misconceptions CEOs often have about the value of HR and employee programs. Dr. Killian and I will share personal stories, including an eye-opening experience at Starbucks, highlighting the direct link between employee satisfaction and a brand's reputation.  Lastly, we'll tackle the challenges organizations face, from supply chain issues to tech problems and ineffective engagement surveys, and offer actionable advice for leaders navigating these turbulent waters. James Killian, Ph.D. is Managing Director of Growth & Innovation at HSD Metrics, leading the category creation of Employee Experience Process Outsourcing (EXPO). He previously held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems and led several startups to record growth. In his role as an employee experience leader, Killian consults with highly complex global customers to help them navigate candidate attraction, employee retention, the criticality of technology in the future of work and collaboration, the importance of addressing diversity, equity, inclusion, and belonging at work and other drivers of employee engagement and experience. He is also a pioneer in "CrossXM" helping organizations successfully connect their EX and CX programs to make better data-driven business decisions. Dr. Killian is also a professor in the Master of Science in Customer Experience Management (MS-CXM) program in the Broad College of Business at Michigan State University, and the author of over 50 published articles, conference presentations, and book chapters on the topics of leadership, assessment, employee engagement, and employee experience. He resides in the San Francisco Bay Area and is a serious fitness fanatic, foodie, and outdoor enthusiast. Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

The Science of Sticky Ideas: Crafting Memorable CX Strategies   We revealed some powerful insights from "Made to Stick" by Chip and Dan Heath on my latest podcast episode with Megan Burns! We explored why some ideas thrive while others fade away, and how leaders can apply these principles to make a lasting impact.   From the death of traditional buttered “movie theater popcorn” to flip the pyramid when making your point, this episode is loaded with practical insights to help you tell stories that stick.   In this episode:   👉 How can transitioning from a "know it all" culture to a "learned all" culture foster genuine curiosity and continuous learning in your organization?   👉 What role does emotion play in B2B decision-making, and how can recognizing and incorporating it lead to more effective solutions?   👉 How can storytelling and envisioning future scenarios help in making more informed and impactful business decisions?   👉 What strategies can make your ideas sticky, memorable, and easily communicable within your team and to your stakeholders?   Tune in to gain insights from Megan Burns as she shares her expertise and experience! 📈✨   Megan Burns is a customer experience strategist, author, and keynote speaker who partners with Fortune 500 companies to build world-class customer experience programs.   A world-renowned expert in CX transformation, Megan led ground-breaking research as a Vice President at Forrester for more than a decade. The architect of two of the most well-known CX frameworks—the Customer Experience Index and the Outside In Maturity Model—Megan’s insights have been featured in books like “The Power of Moments” by Chip and Dan Heath and dozens of publications like The Wall Street Journal, Inc. Magazine, AdAge, and CNBC.   Megan has helped hundreds of corporate executives at companies like Microsoft, Workday, Akamai, FedEx, Verizon, and AT&T use CX to stay competitive, build loyalty, and accelerate growth in a customer-obsessed world. Her portfolio spans dozens of industries including B2B tech, financial services, healthcare, travel, logistics, manufacturing - even farming!   Her wit and wisdom make Megan a popular speaker at events like the Wall Street Journal’s Experience Management Forum, CXPA Leaders Advance, the Chief Experience Officer Summit, and the Qualtrics X4 Summit. As a CX pioneer, she is regularly invited to judge industry awards like the CXPA Innovation Awards and World Customer Centricity Awards and to appear on popular podcasts like Voices of CX and CX Luminaries. After interviewing Megan, one host said: “I’ve never seen anyone with customer experience so deeply in their blood.” Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company  

Ritz Carlton is not just a brand.   It’s a brand that sets the bar for customer experience. It was an incredible honor to host one of the icons in customer experience, Horst Schulze, the co-founder and former president of The Ritz Carlton Hotel Company. We talk about his new book, Excellence Wins, and he shares insights that transcend the hospitality industry. 👉 What lessons did Horst learn from his early experiences in the hotel industry that he applies to his business practices today? 👉 The concept of “We are, ladies and gentlemen, serving ladies and gentlemen” is central to Horst's philosophy. How has this idea shaped the service standards in the hotel industry and beyond? 👉 What role does leadership play in creating an environment where employees are motivated to meet and exceed customer expectations, according to Horst? 👉 How does employee orientation contribute to the overall vision and success of an organization? How Horst overcame a terminal cancer diagnosis that led him to a newfound faith and deeper appreciation for life and relationships. From the legendary 24 principles, to “my pleasure” (Chick-fil-A got it from Horst), to a $2000 customer happiness fund for every employee, Ritz is the gold standard for CX excellence.  A must listen for anyone who wants to learn from a true master. 🔊 Listen now and subscribe for more insights: https://www.empoweredcx.com/podcast   Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company, https://qrcd.org/5b23

Salesforce.com is THE leader among their peers (11 straight years) in Customer Relationship Management solutions.   Phil Nanus leads Salesforce’s Customer Success organization, a team of over 2000 employees. He shared invaluable insights into how Salesforce is revolutionizing customer success through innovation, trust, and technology.  Here are my 3 key takeaways from our conversation: - **Embrace Technology for Customer Success:** Salesforce is leveraging AI to enhance customer experiences and improve sales; their collaboration with Gucci is a great example. The rise of AI and generative AI paves the way for more personalized and efficient customer interactions. - **Core Values Drive Success:** Salesforce's commitment to values such as trust, innovation, equality, and sustainability is foundational. Their one-one-one philanthropic model (donating 1% of time, products, and profits) and V2MOM document, ensure alignment and a clear vision across the organization. - **Passion and Lifelong Learning:** Phil’s advice to university students is gold – find your passion and be a lifelong learner. Passion fuels opportunity, and embracing failure is crucial for growth and learning. Phil shared a number of practical applications on how you get to be “Technology Led and Customer Obsessed” on this episode of The Delighted Customers Podcast. Phil Nanus is the Executive Vice President of Account Success within Salesforce's Customer Success organization. His team helps orchestrate the Salesforce customer experience and partners closely with Sales to create growth and value realization through strategic customer care. Since joining Salesforce in 2021, Phil has focused on customer health by working to optimize adoption, customer expertise, and technical health, at every stage of the customer lifecycle. He is passionate about helping customers build trust and maximize value from Salesforce products while enabling career growth and development for members of the Account Success team. Prior to Salesforce, Phil spent over 20 years in SaaS, Enterprise Software and management consulting (Accenture, Symantec, Infor, TSIA). Phil holds dual bachelor’s degrees from the University of Central Florida. He currently lives in Florida with his wife and three children. Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

How Bilt Uses 3-D Instructions to Enrich Lives “...Bilt's greatest usage by just sheer volume, happens literally on Christmas Eve and early, early in the wee hours of Christmas morning. And, you know, parents and grandparents and aunts and uncles there, you know, put the kids to bed and -okay, now let's go and assemble this in a bike and a play set and whatever, and expect it to be a very frustrating experience.” Nate Henderson, CEO of Bilt, turned a problem into an opportunity. With millions of users and partnerships with top brands like Apple, Weber, and the United States Air Force, Nate’s team is redefining traditional instructions through interactive 3D guidance. Here are three key takeaways from our discussion: - **Empowering Users and Enhancing Brand Perception:** Nate emphasized the importance of creating enriching experiences that not only empower users but also improve their perception of the brands they engage with.  - **Addressing Talent Shortages in Manufacturing:** One significant challenge in the manufacturing industry today is the talent shortage. Nate's company tackles this head-on by offering a unique, hands-on learning experience tailored for Generation Y and Generation Z.  - **Future of Immersive Training with Apple Vision Pro:** Looking ahead, Nate shared his excitement about the potential of Apple Vision Pro in creating fully immersive environments for training and entertainment. He believes this cutting-edge technology will soon become the preeminent tool for training and enablement, eventually leading to extended reality through smaller, more accessible headsets or glasses. Nate Henderson is chairman and CEO of BILT Incorporated, a SaaS company he co-founded in 2015. Under his leadership, BILT has grown from an idea to improve assembly instructions into a user experience revolution fundamentally changing the way professional technicians and consumers interact with the brands and products they buy.  BILT’s 3D Intelligent Instructions® transform paper manuals and videos into fully manipulable immersive guides. Hundreds of brands and manufacturers deliver next-generation training on BILT for the assembly, installation, and maintenance of thousands of products.  BILT is proven to reduce errors, rework, and calls to support while improving efficiency, productivity, and user sentiment. The award-winning BILT app is available worldwide in 12 languages on iOS, Android, Microsoft, and now visionOS for Apple Vision Pro. Prior to BILT, Nate spent 17 years at SAP where he filled various roles in product management, consulting, sales, and innovation programs. He graduated from Brigham Young University with a BS in manufacturing engineering technology and the Thunderbird School of Global Management with an MBA in international business.  Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

CX leaders are faced with one of the most difficult challenges in their organization. They have small teams and limited positional authority and therefore need the support of others to make progress. Patty Soltis, CCXP, shares her wisdom from decades of experience leading change in great brands like Neiman Marcus, Lord & Taylor, The Moffitt Cancer Center, and now in her role as a Senior CX Manager at Upwork. In this episode: Leading with Empathy The Role of Emotions in Decision-Making The importance of Detailed and Granular Information Servant Leadership Navigating Organizational Success Learn how to treat your employees like your customers to improve the experience for your customers. This episode is filled with practical tips and wisdom from a CX thought leader who has been there and done that and is still making a difference! Resources Register for the next Trusted Guide Roadmap™ Master Class Special Podcast Offer Valid through June 5, 2024 here: https://www.empoweredcx.com/delighted The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Do we make buying decisions as individuals or individuals who are part of a group?  The answer may surprise you. Gary David, PhD is a Professor of Sociology and Experience Design at Bentley University. Dr. David has been researching sociology and its intersection with the business world for several decades. His findings challenge the status quo when it comes to drivers of consumer behavior and how CX leaders should think about engaging customers. We discuss how consumers perceptions of their social identities impact their brand loyalty, and ultimately, bottom line results. In this episode we explore:  👉 How social identity impacts buying decisions 👉 How to design experiences that connect with consumers social identity 👉 Where most companies get it wrong 👉 Strategies on how to understand social identity and design experiences that earn customer loyalty Resources Register for the next Trusted Guide Roadmap™ Master Class Special Podcast Offer Valid through June 5, 2024 here: https://www.empoweredcx.com/delighted The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

The Science of Brand Love What makes brands like Apple and Nike not just recognized, but truly loved. Dr. Ahuvia’s book, The Things We Love, explains the psychology behind brand love, and it has been named by Amazon as a “best business book.” He conducted the first scientific studies of brand love some 30 years ago and continues to lead research on this topic. His research on dating sites led to an appearance on the Oprah Winfrey show.   On this episode of 🎙🎙🎙The Delighted Customers Podcast we explore the science behind “brand love” and strategies companies can use to drive customer advocacy. Highlights of this episode include: 👉 Understanding Brand Love**: Learn how 'brand love' evolves from mere satisfaction to deep emotional connections, much like human relationships. It's not just about the quality of products but how brands make consumers *feel* that determines loyalty and advocacy. 👉 Strategies to Cultivate Brand Love**: Discover actionable strategies such as anthropomorphism (think Siri or Alexa), connecting brands to relatable personalities, and aligning with universal values to foster a closer bond with your audience. 👉 Impact on Financial Performance**: Grasp the clear correlation between brand love and profitability. Brands that achieve emotional resonance with their consumers typically see enhanced financial outcomes. 👉 Warnings of reaching too far** - when deploying brand love strategies Resources The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company  

In today's fast-paced networked economy, professionals (especially CX pros) must work harder than ever to maintain and improve their business skills and knowledge. But technical mastery of one's discipline is not enough and that’s why Charles H. Green co-authored the Trusted Advisor (and the recently published the 20th Anniversary edition). The key to change leadership is the ability to earn the trust and confidence of key stakeholders.   The stakes are even higher for CX leaders who typically have constrained budgets, small teams and limited positional authority. Charlie returns to the show and shares some fresh insights that leaders can use immediately to boost their impact on change on this episode of The Delighted Customers Podcast. Highlights include: Why trust and trustworthiness are critical to any change leadership role How trust plays into the decision-making process Busting myths about trust - like it must take time to build or rebuild Lessons from Lincoln: The strategic importance of perception Resources The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Lessons from Taylor Swift About How to Create Superfans with Brittany Hodak Have you ever wondered why some celebrities create a swarm of superfans that become lifelong advocates for them (and others, not so much)?  My guest on this episode of the Delighted Customers Podcast worked her way up from radio station mascot to the head of a marketing agency that promoted the biggest name stars from Taylor Swift, Katy Perry and Dolly Parton along with some of the biggest brands like Walmart, Amazon, and Disney. Now an author and speaker, Brittany Hodak and I explore her book, Creating Superfans: How To Turn Your Customers Into Lifelong Advocates.   Highlights from the show: What lessons can leaders take from Taylor Swift’s incredibly loyal fanbase? The power of “common lessons” How to cultivate customer loyalty Understanding personal brand influence   And much more… Resources The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Jennifer Ashman is a CX thought leader and experience design expert. She has been in the field for over two decades and is a Professor of Practice at Michigan State University, where she teaches Experience Design in the Master's Degree program in Customer Experience Management. Jennifer shares some real world examples to help make the conversation easily relatable. Content Highlights: - **Deep Dive into Qualitative Research**: Jennifer unpacks the myriad ways this research method informs decision-making to avoid costly missteps and enhance customer engagement. - **The Art of Human Interaction**: Discover the irreplaceable value of human-led research methodologies in drawing out the rich, personal details that AI tools often miss. - **Journey Mapping Mastery**: Learn about the art of crafting journey maps from the customer's perspective with actionable insights, as Jennifer shares her hands-on approach to customer-centric problem solving. - **Real-World Impact**: Be inspired by stories of organizations that transformed their practices and customer relationships through the actionable intelligence gained from qualitative research. Resources The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

You’ve just been hired as the Chief Experience Officer to run a financial services firm. What are the keys to driving sustained success? Join CXO Eric Smuda share his insights on the keys (and the challenges) to leading successful change by driving outstanding customer experiences. My favorite quote from Eric? “If you’re not using CX as your growth engine, what are you doing???” Some of the key lessons for this episode of The Delighted Customers Podcast (link in comments below): 'CX and Profit': Good customer experience merges business benefits with customer satisfaction. 'Interaction ROI': Show return on investment in CX by linking experience improvements to CX Suite imperatives such as enhancing acquisition, retention, customer lifetime value, and lowering service costs. 'Digital Impact': Enhance digital CX to increase conversion rates and decrease abandonment, demonstrating clear benefits. 4. 'Relationship Building': Build strong relationships by learning about colleagues' business areas and contributing to shared goals. And lots more gems. Resources The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

How can you design experiences to drive customer loyalty? Kevin Budelmann is an Experience Design expert, a professor at both Michigan State and Northwestern Universities, and authored Brand Identity Essentials. He brings over a quarter-century shaping design, strategy, and brand experience. We explore the converging paths of behavioral economics, design thinking, and customer experience—all through the lens of his extensive expertise. On this episode of the Delighted Customers Podcast. 🔑 **3 Key Takeaways**:  **Trust & Emotion in Branding**: Kevin illuminates the critical role of emotional connection and trust in shaping the brand experience - imperative in an era where customers' decisions are heavily influenced by both.  **Understanding Beyond Surveys**: We explore they why and how of recognizing customers’ deeper needs and desires, which often go unspoken, to excel in tailoring your product offerings.  **Impactful Design Decisions**: Discover how design touches our everyday experiences, sometimes subtly, other times overtly, but always with the potential to create a strong impression – and why this matters to your brand. Resources The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Dr. Judy Wolfe, who still practices as an ER doctor, talks about the transformative power of patient experience in healthcare. We dive into the critical role of trust, and how reimagining job titles and communication training can revolutionize caregiver-patient interactions. Dr. Judy highlights the urgency of embracing change management and the dire consequences of stagnation in patient care. Dr. Judy prescribes helpful tips from "shift hacks" to loyalty driver tips to "teach backs." Tons of gems in this episode from one the top medical care facilities in the world. Resources The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Keith Ferguson brings his wealth of experience as an entrepreneur along with his career in academia (MSU and FSU) to share his wisdom on customer advocacy. Keith defines customer advocacy and then we talk about the financial impact of having customers who truly advocate for your brand. Keith shares some common mistakes about consumer behavior through a visualization of the customer lifecycle and provides 3 actionable steps leaders can take to create more advocates for their business. Resources The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

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

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

What’s the Pioneering Edge for Today’s CX Leaders according to NPS Creator, Fred Reichheld? There’s so much to unpack in this episode: Fred shares about a personal vulnerability What’s the right way to listen to customers? What is the huge mistake companies make relative to referrals? How do you know if you’ve won or lost? What is financial capitalism and why should it die? What’s on the pioneering edge today for CX leading companies? Will Southwest Airlines recover? And a ton more! Resources The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Someone once said Marketing creates the brand promise and CX delivers it. But too often there's a gap between the two that's eroding customer loyalty and business performance. Nick Zeisler is a Lean Six Sigma expert and Professor of Practice in Michigan State University's Customer Experience Management Masters of Science program. In this episode Nick shares some valuable insights including: - the significant concept of 'Brand Alignment' was introduced, highlighting the imperative of aligning a company's customer experience delivery with its brand promise. - the importance of continuous improvement in process engineering was emphasized, advocating for a customer-centric approach to Lean Six Sigma prioritizing projects based on customer impact rather than traditional resource-focused methods - loyalty as a process beyond the initial purchase was underscored, with the suggestion that it's influenced by the consistency of the customer experience and alignment with the brand promise. Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/

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

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

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

Listen for some insights that provide a fresh perspective on how to overcome the challenges CX leaders face. We uncovered why being a trusted guide is more impactful than a heroic leader and how to prove your value through a winning CX roadmap. My guest, Patty Soltis, shared priceless insights on gaining influence, and I revealed my own journey of overcoming stakeholder resistance. If you're a CX leader looking to elevate your game, you'll hear useful tips and get a sneak peak at The Trusted Guide Roadmap™ Master Class. In this episode, Patty Soltis, CCXP and I explore: The roadblocks that impede and often derail customer experience efforts How lack of trust is a silent killer to real change  Why some stakeholders may be resistant to your recommendations The 4 keys that help CX professionals and other change agents overcome common obstacles:  Earning Trust Becoming a Guide Building Your CX Roadmap Proving the Value Patty Soltis is a Senior Customer Experience Manager at Upwork, the world’s work marketplace that connects businesses with independent talent from across the globe. Patty's experience includes a CX leadership role at The Moffitt Cancer Center, Neiman Marcus, Lord and Taylor and more. Patty can be reached here: https://www.linkedin.com/in/pattysoltis/ Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

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

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

Imagine a world where AI not only understands but acts on unsolicited customer and employee conversations, tapping into a treasure trove of data — from contact center chats to doctor's scribbles. Leslie Pagel is a CX thought leader who led organizations across industries in CX strategy during her 20 plus years at Walker. Now she's helping healthcare organizations provide better experiences by empowering them to tell stories with data. We talk about ways that AI can be used to tell stories that simply couldn't be captured without the technology that's available today. In this episode: Utilization of machine learning to identify customer care frictions Processing of unstructured data like doctor notes and health records The Role of Storytelling in Data Presentation AI's role in improving healthcare strategies The Future of Surveys in Customer Insights Hear Leslie share her mission of leveraging AI to help humans understand humans. Meet Leslie Leslie Pagel is the Chief Evangelist of Authenticx – a conversational AI company dedicated to improving the way healthcare companies engage with patients and customers. In this role, she creates awareness, across the healthcare industry, of more efficient and effective ways for healthcare organizations to leverage the authentic customer voice to achieve the desired health and business outcomes. With over two decades of working with customer and patient experience teams, Leslie helps clients actualize the voice of the customer to show how these voices prompt meaningful action. Here’s a link to Conscious Capitalism: https://www.consciouscapitalism.org/   Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

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