The Delighted Customers Podcast with Mark Slatin

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

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