The Delighted Customers Podcast with Mark Slatin
By Mark Slatin | The Agile Brand
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Category: Management
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Episodes: 111
Description
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 |
|---|---|
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#111 Lessons from the "FIGS Love" Initiative and Beyond
|
Nov 21, 2024 |
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#110 Why Your Survey Scores May Be Misleading
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Nov 14, 2024 |
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#109 Strategies to Measure and Prove the Value of Customer Experience Investments
|
Nov 07, 2024 |
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#108 The 'Web of Data': Enhancing CX through Effective Data Integration
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Oct 31, 2024 |
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#107 Strategy Meets CX: A Conversation with Seth Godin on 'This is Strategy'
|
Oct 24, 2024 |
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#106: Avoiding the Metric-Centric Trap
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Oct 17, 2024 |
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#105 In the Shoes of a Cancer Patient: Loretta Muss on Advisory Councils, Burnout, and Personalizing Patient Care
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Oct 10, 2024 |
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#104: Common Barriers to CX Success and How to Overcome Them
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Oct 03, 2024 |
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#103: Using Data Visualization to Get Executive Buy-In
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Sep 26, 2024 |
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#102: Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference
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Sep 19, 2024 |
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#101: CX-PRO - Beyond the Basics: Book Review with the Editor
|
Sep 09, 2024 |
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#100: Watermark’s CX ROI Study: Proving Its Value to Executives and Skeptics
|
Sep 05, 2024 |
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#99: From Helping My Deaf Parents to Revolutionizing Customer Experience with AI
|
Aug 29, 2024 |
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#98: Trust in CX: Lessons from the Executive Assistant to Ronald Reagan
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Aug 22, 2024 |
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#97: The Future of Customer Experience: AI and Actionable Data with Ken Peterson, President, QuestionPro Customer Experience
|
Aug 15, 2024 |
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#96 Building a CX Culture: Everence Federal Credit Union CEO and President
|
Aug 08, 2024 |
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#95: Transforming the Patient Experience through Effective Communication with Rachel Hitt, MD, Medical Director of Patient Experience - Tufts Medical Center
|
Aug 01, 2024 |
|
#94: Improving Customer Loyalty through Martech and AI-Powered Solutions
|
Jul 25, 2024 |
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#93: Driving Superior Customer Experience with AI and Digital Transformation
|
Jul 18, 2024 |
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#92 Transforming Workplace Culture: Dr. James Killian on Employee Experience
|
Jul 11, 2024 |
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#91: The Science of Sticky Ideas: Crafting Memorable CX Strategies
|
Jul 04, 2024 |
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#90: Ritz Carlton: Inside the Founder and Former President's Customer-Centric Culture
|
Jun 27, 2024 |
|
#89: Salesforce’s Approach to Customer Success, AI, & CX
|
Jun 20, 2024 |
|
#88: How Bilt Uses 3-D Instructions to Enrich Lives
|
Jun 13, 2024 |
|
#87: Empathy-Driven Leadership
|
Jun 06, 2024 |
|
#86: The Power of Social Identity on CX with Professor Gary David
|
May 30, 2024 |
|
#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 |
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#82: The Role of Qualitative Research in Experience Design with Jennifer Ashman, Principal, CX Amplified
|
May 02, 2024 |
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#81: Strategies for making cx your growth engine
|
Apr 25, 2024 |
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#80: Designing Experiences that drive loyalty
|
Apr 18, 2024 |
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#79: Lessons from an ER doctor w/Dr. Judy Wolfe, Associate Chief Experience Officer, Cleveland Clinic
|
Apr 11, 2024 |
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#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 |
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#76: Pink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt
|
Mar 21, 2024 |
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#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 |
|
#73: Bruce Temkin's Blueprint for Fostering Trust in CX and Beyond
|
Feb 28, 2024 |
|
#72: The Crossroads of CX and UX: A Conversation with Darren Hood
|
Feb 22, 2024 |
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#71: The Contagious Enthusiasm and Customer Intimacy Quadrant with Mary Poppen
|
Feb 15, 2024 |
|
#70: The 4 Keys to Leading CX Change with Patty Soltis, CCXP
|
Feb 08, 2024 |
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#69: 5 Tips to Improve Emotional Intelligence for Better CX with Sandra Thompson
|
Feb 01, 2024 |
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#68: Leveraging Customer Referrals to Drive Exponential Growth with Andy Cockburn
|
Jan 25, 2024 |
|
#67 The Power of Storytelling with Data with Leslie Pagel
|
Jan 18, 2024 |
|
#66: Rob Markey on Building Consistent Loyalty Through Trust and Emotional Connection, Part 2 of 2
|
Jan 11, 2024 |
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#65: The 3 Dimensions of Customer Value Creation with NPS Co-Inventor, Rob Markey, Part 1 of 2
|
Jan 04, 2024 |
|
#64: The Wheel of Progress: Designing Experiences Based on Deep Customer Desires with Eckhart Boehme
|
Dec 28, 2023 |
|
#63: Secrets to Success with Chick-fil-A Leader Elizabeth Dixon
|
Dec 21, 2023 |
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#62: Engaging Customers Throughout Their Lifecycle: Key Insights and Actionable Frameworks with Valerie Peck
|
Dec 14, 2023 |
|
#61: The Alien and Clark Kent: Demystifying CX Leadership from AAA's Head of CX, Bryan Sander
|
Dec 07, 2023 |
|
#60: How Emotions and Memory Shape Business Outcomes with Colin Shaw
|
Nov 30, 2023 |
|
#59: Managing the Sludge Caused by "Red Tape" that Impacts Customer Experiences with Dr. Stephanie Thum
|
Nov 17, 2023 |
|
#58: Creating Emotional Connections: The Power of Loyalty Programs with Valerie Peck
|
Nov 09, 2023 |
|
#57: The Four Factors of Trust: How Organizations Can Earn Lifelong Loyalty with author Ashley Reichheld
|
Nov 02, 2023 |
|
#56: A Candid Discussion About the CX Profession with Ian Golding, CCXP
|
Oct 25, 2023 |
|
#55: Elevating CX Leadership with the MSU MS CXM Degree with Dr. Tom DeWitt
|
Oct 17, 2023 |
|
#54: Preventing Defection: Innovative CX Strategies for Gathering Feedback and Taking Action with Matt Selbie
|
Oct 12, 2023 |
|
#52: Decoding Trust: The Complex Meaning and Importance of Being Trustworthy, Part 1 of 2 with CEO, Co-author, Andrea Howe
|
Sep 28, 2023 |
|
#51: Storytelling for CX Leaders: Revealing More Than Storytelling Secrets with 'Filling in the Blanks' Filmmaker, Jon Baime
|
Sep 21, 2023 |
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#50: The Art and Science of Business Storytelling: Crafting Engaging Stories That Inspire Change with Author, Dennis Geelen
|
Sep 14, 2023 |
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#49: The Secret to Building Trust with Customers, Part 3 of 3
|
Sep 07, 2023 |
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#48: The Trust Equation: The Secret to Trust Building, Part 2 of 3
|
Aug 31, 2023 |
|
#47: Fred Reichheld, NPS Creator, Author Winning on Purpose
|
Aug 26, 2023 |
|
#46: Unleashing the Power of Customer Obsession: Amazon's Approach to Innovation with Dr. Francis Goh, Amazon Web Services
|
Aug 17, 2023 |
|
#45: The Intersection of Customer Experience and Change Management with Changeologist, Doug Flory, CCMP
|
Aug 10, 2023 |
|
#44: The Digital First Customer Experience with International Bestselling Author, Joe Wheeler
|
Aug 03, 2023 |
|
#43: Creating Magical Moments for Kids Using Experience Design - woom VP Global Experience, April Obersteller
|
Jul 27, 2023 |
|
#42: Joe Pine: The Origin of "Customer Experience," The Experience Economy, and What's Next
|
Jul 20, 2023 |
|
#41: How Do We Activate Employees to Deliver “Consistently Good, Strategically Amazing” Experiences? with Megan Burns
|
Jul 08, 2023 |
|
#40: How to Know Which Levers to Pull for CX Transformation with NPS Prism’s Founder and Bain Partner, Jason Barro
|
Jul 06, 2023 |
|
#39: Why Employees' Mental Health is Critical to CX and Business Outcomes - Leah Marone, Psychotherapist, Mental Wellness Coach
|
Jun 29, 2023 |
|
#38: The ROI of CX and Drivers of Success with Augie Ray, Gartner VP, Analyst
|
Jun 22, 2023 |
|
#37: The Art and Science of Customer Surveys - With Martha Brooke, Founder and Program Director, Interaction Metrics
|
Jun 15, 2023 |
|
#36: The Biggest Obstacles to Successful Change Initiatives - with Amanda Schmoldt, CCMP, President, ACMP
|
Jun 08, 2023 |
|
#35: The 5 Leadership SUPERPOWERS with Jay Weiser
|
Jun 01, 2023 |
|
#34: Why do most surveys fail to get results? with Rick Denton, Managing Principle, EX4CX
|
May 25, 2023 |
|
#33: Applying Lessons from Football (Soccer) to Customer Experience with Greg Uglioni, CCXP
|
May 18, 2023 |
|
#32: "The Evolution of CX at Walgreens with Danielle Wipperfurth, CCXP, Director of Customer Experience "
|
May 11, 2023 |
|
#31: Understanding Intrinsic and External Motivators to Unlock Discretionary Employee Effort - with Greg Kihlstrom, Principal, Chief Strategist, GK5A
|
May 04, 2023 |
|
#30: The "Customer Chair": The Power of Storytelling, Richard Dorfman, MBA, Vice President, Customer Experience, Eastern Bank
|
Apr 27, 2023 |
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#29: You Got the CX Leader Job, Now What? with Allison Landers, Chief Experience Officer (CXO), UBS
|
Apr 20, 2023 |
|
#28: Pt. 2 - Lou Carbone, the Father of Experience Management
|
Apr 13, 2023 |
|
#27: Pt. 1 - Lou Carbone, the Father of Experience Management
|
Apr 06, 2023 |
|
#26: A Five Step Model to Earn Customer Loyalty with Mark Slatin & Patty Soltis
|
Mar 30, 2023 |
|
#25: Using the Right Data To Improve Your Customer’s Experience with Sami Nuwar
|
Mar 23, 2023 |
|
#24: The Intersection of Customer Success and Customer Experience with Adrian Brady-Cesana, CXO, CX Chronicles
|
Mar 16, 2023 |
|
#23: Why AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard Owen
|
Mar 09, 2023 |
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#22: The Do’s and Don’t of an Impactful Customer Experience Discipline with Bob Azman, CCXP
|
Mar 02, 2023 |
|
#21: Winning Stakeholder Support: The “Daisy Chain Strategy” with Roxie Strohmenger, CCXP
|
Feb 23, 2023 |
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#20: What Leaders Must do Today to Compete in the Future with Bill Staikos
|
Feb 16, 2023 |
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#19: The Blueprint for Customer Obsession with author Marbue Brown
|
Feb 09, 2023 |
|
#18: Disrupting the C-Suite with Kathy van de Laar, CCXP
|
Feb 02, 2023 |
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#17: How Leaders Can Leverage Video to Improve CX and EX - Rose Bentley, CEO, Qumu
|
Jan 19, 2023 |
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#16: Pt. 2 - Measuring and Managing Customer Loyalty in a Digital World with Rob Markey, Bain & Co.
|
Jan 12, 2023 |
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#15: Pt. 1 - The Room Where It Happened: The Net Promoter Backstory with Rob Markey, Bain & Co.
|
Jan 05, 2023 |
|
#14: From Hopkins Researcher to CX Pro - Brittany Knox, Blue Cross Blue Shield of Michigan
|
Dec 29, 2022 |
|
#13: The Role of Perception and Expectations in Customer Experience, Gary David, PhD, Bentley University
|
Dec 22, 2022 |
|
#12: ITMs: Virtual, with a Human Touch, Carla Higgins, SVP, Director of CX, CNB Bank
|
Dec 15, 2022 |
|
#11: Demystifying the Human Experience, Bruce Temkin, Head of the XM Institute
|
Dec 08, 2022 |
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#10: Breaking Down Departmental Silos to Improve CX - Risa Lovell, Farm Credit Insurance
|
Dec 01, 2022 |
|
#9: Pt. 2 - Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of Wharton Pt.
|
Nov 06, 2022 |
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#8: Pt. 1. - Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of Wharton
|
Oct 27, 2022 |
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#7: Delivering Happiness 2.0 with Alex Genov, Head of Customer Research at Zappos
|
Oct 20, 2022 |
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#6: Gaining Executive Support & CXPA Benefits with Board Chair Nancy Porte
|
Oct 13, 2022 |
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#5: Designing Digital Transformation to Improve CX with HP's Jaya Sudarshan
|
Sep 29, 2022 |
|
#4: Building Trust with Key Stakeholders - Author Charles H. Green
|
Sep 22, 2022 |
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#3: Engaging Employees for Outstanding Customer Experiences with Stacey Nevel, CCXP
|
Sep 08, 2022 |
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#2: Design Thinking with Diane Magers, CCXP
|
Sep 01, 2022 |
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#1: From Impressed to Obsessed - Author Jon Picoult
|
Aug 25, 2022 |
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Trailer
|
Aug 18, 2022 |