The Trusted Guide Podcast with Mark Slatin

Most companies don't suffer from a lack of data. They struggle getting the right data and to know specifically what changes they need to prioritize. The key is know what levers to pull and exactly how far to pull them Jason's work with NPS Prism is nothing short of game changing. In this episode of the Delighted Customers Podcast we explore: The risks of digitizing everything The discrepancy betwe...

Leah Marone, Mental Wellness Consultant, Psychotherapist, Keynote Speaker, Author competed at the top level in Division 1 basketball. She brings all of the highs and lows of a top tier athlete to her professional role as a psychotherapist. As a board member and external consultant, Leah has been able to leverage her clinical background to develop solutions that prioritize both the bottom line and...

Augie Ray is a foremost CX thought leader, speaker, and research at one of the world's most respected research firms, Gartner. He's had a leadership role in CX practices at CX leading brands such as USAA and American Express. This episode is loaded with gems for business leaders who know the importance of putting the customer experience at the center of your corporate strategy. In this episode (we...

We've all taken surveys.  Clearly some are better than others. Well designed and implemented surveys can provide business leaders with actionable insights that improve retention, reduce cost to serve, and drive customers loyalty - if acted upon. They can help companies serve their customers better and provide them with more value. Poorly designed surveys do just the opposite. Martha Brooke is an e...

What are the biggest obstacles to successful change initiatives? Amanda Schmoldt has the expertise and experience that only comes from successfully leading change management initiatives at some of the most respected brands in the world like USAA and Neiman Marcus.  Not only is she the President of the Association of Change Management Professionals, but she's also the Senior Director of Change and...

The 5 Leadership SUPERPOWERS with Jay Weiser, Principal and Founder, Jay Weiser Consulting Jay Weiser is a leadership expert. He's a graduate of the Wharton School, and has consulted at Accenture.  He's worked with recognizable names like Autotrader, Bristol Myers Squibb and others. Jay helps us think critically about the tensions that exist for leaders and how to leverage them to build superior o...

Why do most surveys fail to get results? Rick Denton believes too many companies rely too heavily on survey data and consequently don't get results. He suggests CX leaders should look beyond surveys to - listen, act, and engage. It's a simple, yet powerful model we explore on this episode of the Delighted Customers Podcast along with: 👉 What not to ask customers 👉 How to use customer feedback to...

What does football (soccer) have in common with Customer Experience?  Greg Uglioni, CCXP, Head of Business Transformation / Digital Transformation at Kantonsspital Winterthur connects the two in a very innovative way. Greg was voted a Top 50 Global Thought Leaders and Influencers on Customer Loyalty 2022 Thinkers360 Greg joins us all the way from Switzerland, to share wisdom from his experience in...

How did a neighborhood drugstore, founded in 1901 and measuring just 50 feet by 20 feet, become the pharmacy all others are measured by and one of the most respected American corporations? Charles R. Walgreen, Sr took a job at Horton's Drugstore in Dixon, Il because an accident left him unable to take part in sports when he was 16.  After working in several drugstores, he grew increasingly knowled...

Greg Kihlstrom is a speaker, author, advisor, and strategy expert. With a background in digital marketing, Greg brings experience from that background along with his experience in the customer experience world to help companies up their game. Some of the gems Greg shares: Understanding intrinsic and extrinsic motivators to unlock discretionary employee effort Why everyone must have a line of sight...

The Customer Chair: The Power of Storytelling, Richard Dorfman, MBA, Vice President, Customer Experience, Eastern Bank Influencing decisions in the C-Suite requires an appeal to both the logical and emotional sides of the brain. Sure you have to have data to support big decisions, but emotions are always linked to influence. Stories are a powerful way to engage leaders to get your ideas accepted. ...

You Got the CX Leader Job, Now What? with Allison Landers, Chief Experience Officer (CXO) for Banking and Lending, UBS  Allison Landers knows a thing or two about customer experience. She started her career in the .com space working for AOL and then shifted into financial services working at some of the most respected brands like Key Bank, Wells Fargo, and now UBS, where she serves as the Chief Ex...

In this fascinating two part mini-series, Lou Carbone distills decades of thought leading ideas that cut through years of misled efforts to delight customers.  In Part 2 we cover: The reason for being of a company should be creating value for customers Using Deep metaphors for feelings that connect you to companies Based on unconscious frameworks - how do you meet unconscious needs Will AI be used...

Special Edition: CX Update from the CEO of CXPA, Greg Melia Customer satisfaction is down in nearly every industry and customers are growing more and more frustrated. This means the risk of customer churn is rising. If you're a customer experience leader you will want to equip yourself with the best resources to help your organization stand out from this customer frustration. In this Special Editi...

A Conversation with Lou Carbone, the Father of Experience Management, Part 1 of 2 In this fascinating two part mini-series, Lou Carbone distills decades of thought leading ideas that cut through years of misled efforts to delight customers.  In Part 1 we cover: The difference between customer driven vs. customer centric The shift from the industrial economy to the experience economy Why we are "in...

A Five Step Model to Earn Customer Loyalty with Mark Slatin I've interviewed some of the legends in customer experience on The Delighted Customers Podcast but this episode will be a twist! In this episode, Patty Soltis, CCXP, and a leader of Patient Experience at The Moffitt Cancer Center, turns the tables and interviews ME!  It was fun to be on the other side of the table and share why CX is the...

Sami Nuwar got his start as a researcher and evolved to a CX leader at Verizon before shifting to Medallia, a VoC software company that designs solutions for businesses.  It won't take you long to recognize the depth of Sami's wisdom. With all the talk about AI and machine learning, Sami talks about a very straightforward approach to using data to drive customer loyalty.  In this episode we discus...

The Intersection of Customer Success and Customer Experience with Adrian Brady-Cesana, CXO, CX Chronicles Adrian spent his early years in Manhattan, helping launch Saas startups in a fast-paced environment. He learned a lot of valuable lessons through the school of hard knocks and he shares some of that wisdom with us on this episode.  We cover a lot of ground and some of the highlights include: C...

Why AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard Owen Richard Owen is an innovator.  The former CEO of Satmetrix, who helped Fred Reichheld elevate Net Promoter Score to become the world's most popular customer loyalty metric, is innovating again. Richard is the CEO of OCX Cognition, a newly formed technology company with the aim of disrupting the status quo in the...

The Do's and Don't of an Impactful Customer Experience Discipline with Bob Azman  Bob is a CX veteran.  He's been around long enough to know what works and what doesn't.  In this episode he helps you accelerate the path to delighting customers as we discuss: His mountaintops and potholes The difference between behavioral vs. skill training The importance of a strategic envelope around technology W...

Winning Stakeholder Support: The "Daisy Chain Strategy" with Roxie Strohmenger, CCXP What are the first steps in leading a customer experience practice in any organization?  Roxie Strohmenger, CCXP, VP of CX Strategy at UKG, shares her thoughts about how she applied her deep knowledge of psychology and research to accelerate CX success at one of the world's largest HR software companies. Roxie co-...

What Leaders Must do Today to Compete in the Future  Bill Staikos is a CX thought leader and futurist.  Bill shares his thoughts on the big misses and the right path for business leaders when it comes to building the customer experience as a part of their culture. Bill talks about the intersection between technology and customer experience. He shares what will separate the future winners. In this...

Marbue Brown believes companies that focus on Customer Centricity are missing something. In his new book, Blueprint for Customer Obsession, he highlights why customer obsession strategies are what excel sustainable business results. In this episode he shares: The difference between Customer Obsession and Customer Centricity The benefits of adopting customer obsession as a strategy If and how South...

Disrupting the C Suite with Kathy van de Laar ‖, Founder, EarlyBridge Summary Kathy is a Certified Customer Experience Professional and strategy expert. Gaining C-Suite support is one of the biggest challenges for customer experience success.  In this episode she shares: The "Blank Brown Paper" story Why leadership is the catalyst for customer centricity How to engage reluctant leaders When to tak...

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 pioneerin...