The Delighted Customers Podcast with Mark Slatin

By Mark Slatin | The Agile Brand

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Category: Management

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Episodes: 90


Welcome to the Delighted Customers Podcast, your go-to resource for practical insights and thought leadership in enhancing customer experiences. Recently ranked in the top 20 on Apple’s Management charts in the US, we bring you discussions with top experts aimed at empowering leaders to elevate customer experience.

Episode Date
#85: The Science of Brand Love
May 23, 2024
#84: Leading Change by Leveraging Trust with Charles H. Green
May 16, 2024
#83: Lessons from Taylor Swift About How to Create Superfans with Brittany Hodak
May 09, 2024
#82: The Role of Qualitative Research in Experience Design with Jennifer Ashman, Principal, CX Amplified
May 02, 2024
#81: Strategies for making cx your growth engine
Apr 25, 2024
#80: Designing Experiences that drive loyalty
Apr 18, 2024
#79: Lessons from an ER doctor w/Dr. Judy Wolfe, Associate Chief Experience Officer, Cleveland Clinic
Apr 11, 2024
#78: Three Keys to Driving Customer Advocates
Apr 04, 2024
#77: Joe Pine: The Origin of "Customer Experience," The Experience Economy, and What's Next
Mar 28, 2024
#76: Pink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt
Mar 21, 2024
#75: What’s the Pioneering Edge for Today’s CX Leaders according to the NPS Creator
Mar 14, 2024
#74: Closing the Gap Between Brand Promise and Customer Experience with Nick Zeisler
Mar 07, 2024
Bruce Temkin's Blueprint for Fostering Trust in CX and Beyond
Feb 28, 2024
The Crossroads of CX and UX: A Conversation with Darren Hood
Feb 22, 2024
The Contagious Enthusiasm and Customer Intimacy Quadrant with Mary Poppen
Feb 15, 2024
The 4 Keys to Leading CX Change with Patty Soltis, CCXP
Feb 08, 2024
5 Tips to Improve Emotional Intelligence for Better CX with Sandra Thompson
Feb 01, 2024
Leveraging Customer Referrals to Drive Exponential Growth with Andy Cockburn
Jan 25, 2024
The Power of Storytelling with Data with Leslie Pagel
Jan 18, 2024
Rob Markey on Building Consistent Loyalty Through Trust and Emotional Connection, Part 2 of 2
Jan 11, 2024
The 3 Dimensions of Customer Value Creation with NPS Co-Inventor, Rob Markey, Part 1 of 2
Jan 04, 2024
The Wheel of Progress: Designing Experiences Based on Deep Customer Desires with Eckhart Boehme
Dec 28, 2023
Secrets to Success with Chick-fil-A Leader Elizabeth Dixon
Dec 21, 2023
Engaging Customers Throughout Their Lifecycle: Key Insights and Actionable Frameworks with Valerie Peck
Dec 14, 2023
The Alien and Clark Kent: Demystifying CX Leadership from AAA's Head of CX, Bryan Sander
Dec 07, 2023
How Emotions and Memory Shape Business Outcomes with Colin Shaw
Nov 30, 2023
Managing the Sludge Caused by "Red Tape" that Impacts Customer Experiences with Dr. Stephanie Thum
Nov 17, 2023
Creating Emotional Connections: The Power of Loyalty Programs with Valerie Peck
Nov 09, 2023
The Four Factors of Trust: How Organizations Can Earn Lifelong Loyalty with author Ashley Reichheld
Nov 02, 2023
A Candid Discussion About the CX Profession with Ian Golding, CCXP
Oct 25, 2023
Elevating CX Leadership with the MSU MS CXM Degree with Dr. Tom DeWitt
Oct 17, 2023
Preventing Defection: Innovative CX Strategies for Gathering Feedback and Taking Action with Matt Selbie
Oct 12, 2023
The Virtues and Values of Trust in Business, Part 2 of 2 with author Andrea Howe
Oct 05, 2023
Decoding Trust: The Complex Meaning and Importance of Being Trustworthy, Part 1 of 2 with CEO, Co-author, Andrea Howe
Sep 28, 2023
Storytelling for CX Leaders: Revealing More Than Storytelling Secrets with 'Filling in the Blanks' Filmmaker, Jon Baime
Sep 21, 2023
The Art and Science of Business Storytelling: Crafting Engaging Stories That Inspire Change with Author, Dennis Geelen
Sep 14, 2023
The Secret to Building Trust with Customers, Part 3 of 3
Sep 07, 2023
The Trust Equation: The Secret to Trust Building, Part 2 of 3
Aug 31, 2023
The Fisherman’s Dilemma & Three Types of Loyalty, Part 1 of 3
Aug 26, 2023
Unleashing the Power of Customer Obsession: Amazon's Approach to Innovation with Dr. Francis Goh, Amazon Web Services
Aug 17, 2023
The Intersection of Customer Experience and Change Management with Changeologist, Doug Flory, CCMP
Aug 10, 2023
The Digital First Customer Experience with International Bestselling Author, Joe Wheeler
Aug 03, 2023
Creating Magical Moments for Kids Using Experience Design - woom VP Global Experience, April Obersteller
Jul 27, 2023
Joe Pine: The Origin of "Customer Experience," The Experience Economy, and What's Next
Jul 20, 2023
How Do We Activate Employees to Deliver “Consistently Good, Strategically Amazing” Experiences? with Megan Burns
Jul 08, 2023
How to Know Which Levers to Pull for CX Transformation with NPS Prism’s Founder and Bain Partner, Jason Barro
Jul 06, 2023
Why Employees' Mental Health is Critical to CX and Business Outcomes - Leah Marone, Psychotherapist, Mental Wellness Coach
Jun 29, 2023
The ROI of CX and Drivers of Success with Augie Ray, Gartner VP, Analyst
Jun 22, 2023
The Art and Science of Customer Surveys - With Martha Brooke, Founder and Program Director, Interaction Metrics
Jun 15, 2023
The Biggest Obstacles to Successful Change Initiatives - with Amanda Schmoldt, CCMP, President, ACMP
Jun 08, 2023
The 5 Leadership SUPERPOWERS with Jay Weiser
Jun 01, 2023
Why do most surveys fail to get results? with Rick Denton, Managing Principle, EX4CX
May 25, 2023
Applying Lessons from Football (Soccer) to Customer Experience with Greg Uglioni, CCXP
May 18, 2023
"The Evolution of CX at Walgreens with Danielle Wipperfurth, CCXP, Director of Customer Experience "
May 11, 2023
Understanding Intrinsic and External Motivators to Unlock Discretionary Employee Effort - with Greg Kihlstrom, Principal, Chief Strategist, GK5A
May 04, 2023
The "Customer Chair": The Power of Storytelling, Richard Dorfman, MBA, Vice President, Customer Experience, Eastern Bank
Apr 27, 2023
You Got the CX Leader Job, Now What? with Allison Landers, Chief Experience Officer (CXO), UBS
Apr 20, 2023
Pt. 2 - Lou Carbone, the Father of Experience Management
Apr 13, 2023
Special Edition: Update from Greg Melia, CEO, CXPA
Apr 07, 2023
Pt. 1 - Lou Carbone, the Father of Experience Management
Apr 06, 2023
A Five Step Model to Earn Customer Loyalty with Mark Slatin & Patty Soltis
Mar 30, 2023
Using the Right Data To Improve Your Customer’s Experience with Sami Nuwar
Mar 23, 2023
The Intersection of Customer Success and Customer Experience with Adrian Brady-Cesana, CXO, CX Chronicles
Mar 16, 2023
Why AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard Owen
Mar 09, 2023
The Do’s and Don’t of an Impactful Customer Experience Discipline with Bob Azman, CCXP
Mar 02, 2023
Winning Stakeholder Support: The “Daisy Chain Strategy” with Roxie Strohmenger, CCXP
Feb 23, 2023
What Leaders Must do Today to Compete in the Future with Bill Staikos
Feb 16, 2023
The Blueprint for Customer Obsession with author Marbue Brown
Feb 09, 2023
Disrupting the C-Suite with Kathy van de Laar, CCXP
Feb 02, 2023
Fred Reichheld: What’s the Pioneering Edge for Today’s CX Leaders according to the NPS Creator
Jan 26, 2023
How Leaders Can Leverage Video to Improve CX and EX - Rose Bentley, CEO, Qumu
Jan 19, 2023
Pt. 2 - Measuring and Managing Customer Loyalty in a Digital World with Rob Markey, Bain & Co.
Jan 12, 2023
Pt. 1 - The Room Where It Happened: The Net Promoter Backstory with Rob Markey, Bain & Co.
Jan 05, 2023
From Hopkins Researcher to CX Pro - Brittany Knox, Blue Cross Blue Shield of Michigan
Dec 29, 2022
The Role of Perception and Expectations in Customer Experience, Gary David, PhD, Bentley University
Dec 22, 2022
ITMs: Virtual, with a Human Touch, Carla Higgins, SVP, Director of CX, CNB Bank
Dec 15, 2022
Demystifying the Human Experience, Bruce Temkin, Head of the XM Institute
Dec 08, 2022
Breaking Down Departmental Silos to Improve CX - Risa Lovell, Farm Credit Insurance
Dec 01, 2022
Pt. 2 - Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of Wharton Pt.
Nov 06, 2022
Pt. 1. - Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of Wharton
Oct 27, 2022
Delivering Happiness 2.0 with Alex Genov, Head of Customer Research at Zappos
Oct 20, 2022
CX Week Special Edition: Gaining Executive Support & CXPA Benefits with Board Chair Nancy Porte
Oct 13, 2022
CX Week Special Edition: How CXPA is a Differentiator for CX Professionals with the CEO, Greg Melia
Oct 06, 2022
Designing Digital Transformation to Improve CX with HP's Jaya Sudarshan
Sep 29, 2022
Building Trust with Key Stakeholders - Author Charles H. Green
Sep 22, 2022
The First Ever Degree in Customer Experience Management - Dr. Tom DeWitt, MSU Professor
Sep 15, 2022
Engaging Employees for Outstanding Customer Experiences with Stacey Nevel, CCXP
Sep 08, 2022
Design Thinking with Diane Magers, CCXP
Sep 01, 2022
From Impressed to Obsessed - Author Jon Picoult
Aug 25, 2022
Aug 18, 2022