The Delighted Customers Podcast with Mark Slatin - Mark Slatin

#108 The 'Web of Data': Enhancing CX through Effective Data Integration Oct 31, 2024

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."

#107 Strategy Meets CX: A Conversation with Seth Godin on 'This is Strategy' Oct 24, 2024

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.

#106: Avoiding the Metric-Centric Trap Oct 17, 2024

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.

#105 In the Shoes of a Cancer Patient: Loretta Muss on Advisory Councils, Burnout, and Personalizing Patient Care Oct 10, 2024

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.

#104: Common Barriers to CX Success and How to Overcome Them Oct 03, 2024

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.

#103: Using Data Visualization to Get Executive Buy-In Sep 26, 2024

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.

#102: Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference Sep 19, 2024

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.

#101: CX-PRO - Beyond the Basics: Book Review with the Editor Sep 09, 2024

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.

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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

#100: Watermark’s CX ROI Study: Proving Its Value to Executives and Skeptics Sep 05, 2024

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

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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

#99: From Helping My Deaf Parents to Revolutionizing Customer Experience with AI Aug 29, 2024

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! 🎙️

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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

#98: Trust in CX: Lessons from the Executive Assistant to Ronald Reagan Aug 22, 2024

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/?

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The Delighted Customers Podcast is sponsored by Better Help

#97: The Future of Customer Experience: AI and Actionable Data with Ken Peterson, President, QuestionPro Customer Experience Aug 15, 2024

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/?

#96 Building a CX Culture: Everence Federal Credit Union CEO and President Aug 08, 2024

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/

#95: Transforming the Patient Experience through Effective Communication with Rachel Hitt, MD, Medical Director of Patient Experience - Tufts Medical Center Aug 01, 2024

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.

#94: Improving Customer Loyalty through Martech and AI-Powered Solutions Jul 25, 2024

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

#93: Driving Superior Customer Experience with AI and Digital Transformation Jul 18, 2024

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

#92 Transforming Workplace Culture: Dr. James Killian on Employee Experience Jul 11, 2024

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

#91: The Science of Sticky Ideas: Crafting Memorable CX Strategies Jul 04, 2024

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

#90: Ritz Carlton: Inside the Founder and Former President's Customer-Centric Culture Jun 27, 2024

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

#89: Salesforce’s Approach to Customer Success, AI, & CX Jun 20, 2024

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

#88: How Bilt Uses 3-D Instructions to Enrich Lives Jun 13, 2024

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

#87: Empathy-Driven Leadership Jun 06, 2024

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

#86: The Power of Social Identity on CX with Professor Gary David May 30, 2024

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

#85: The Science of Brand Love May 23, 2024

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

#84: Leading Change by Leveraging Trust with Charles H. Green May 16, 2024

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

#83: Lessons from Taylor Swift About How to Create Superfans with Brittany Hodak May 09, 2024

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

#82: The Role of Qualitative Research in Experience Design with Jennifer Ashman, Principal, CX Amplified May 02, 2024

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

#81: Strategies for making cx your growth engine Apr 25, 2024

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

#80: Designing Experiences that drive loyalty Apr 18, 2024

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

#79: Lessons from an ER doctor w/Dr. Judy Wolfe, Associate Chief Experience Officer, Cleveland Clinic Apr 11, 2024

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

#78: Three Keys to Driving Customer Advocates Apr 04, 2024

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

#77: Joe Pine: The Origin of "Customer Experience," The Experience Economy, and What's Next Mar 28, 2024

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

#76: Pink Zebra Moving: Differentiating on CX for Explosive Growth with CEO, Ron Holt Mar 21, 2024

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

#75: What’s the Pioneering Edge for Today’s CX Leaders according to the NPS Creator Mar 14, 2024

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

#74: Closing the Gap Between Brand Promise and Customer Experience with Nick Zeisler Mar 07, 2024

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/

#73: Bruce Temkin's Blueprint for Fostering Trust in CX and Beyond Feb 28, 2024

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

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#72: The Crossroads of CX and UX: A Conversation with Darren Hood Feb 22, 2024

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.

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#71: The Contagious Enthusiasm and Customer Intimacy Quadrant with Mary Poppen Feb 15, 2024

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

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#70: The 4 Keys to Leading CX Change with Patty Soltis, CCXP Feb 08, 2024

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

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#69: 5 Tips to Improve Emotional Intelligence for Better CX with Sandra Thompson Feb 01, 2024

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

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#68: Leveraging Customer Referrals to Drive Exponential Growth with Andy Cockburn Jan 25, 2024

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/

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#67 The Power of Storytelling with Data with Leslie Pagel Jan 18, 2024

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/

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#66: Rob Markey on Building Consistent Loyalty Through Trust and Emotional Connection, Part 2 of 2 Jan 11, 2024

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.

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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

The Three Dimensions of Customer Value Creation

Rob Markey ought to know a thing or two about customer loyalty.

Rob was a CX expert and thought leader at Bain long before he and his colleague Fred Reichheld introduced Net Promoter to the world.

He is a leader in Bain's Customer Customer Strategy and Marketing practice and the co-author of The Ultimate Question 2.0 with Fred Reichheld.

This episode was originally intended as a deep dive on customer loyalty through the customer lifecycle for my Michigan State University Master's students but it was just too good to not share in an episode.

As usual, Rob brings insights and wisdom to empower anyone interested in creating value for their customers starting with the three dimensions of value according Bain uses in their approach with clients.

Also included in this episode:

👉 The 3 dimensions of value

👉 Examples of differentiating from competitors through unique features and exceptional customer service

👉 How different dimensions of value are weighed differently at various customer lifecycle stages

👉 Focusing on revenue and cost forecasting in a language understood by stakeholders

👉 Copying versus learning and synthesizing from others

👉 Warning against going down a technology or data-led path without clear goals

👉 Empirical evidence on NPS as a predictor of a company's growth rate

and a whole lot more, so much so that we had to break it into two episodes.

Be sure to subscribe so you don't miss Part 2 and insights from future episodes.

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.

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#64: The Wheel of Progress: Designing Experiences Based on Deep Customer Desires with Eckhart Boehme Dec 28, 2023

Eckhart climbed through the ranks at Microsoft leveraging his background as an industrial engineer turned customer experience maestro. He sheds light on the transformative "jobs to be done" concept and how understanding the true gains, pains, and solutions can revolutionize how we approach customer satisfaction. We’ll also hear how Eckhart's method veers away from traditional journey maps to dissect the full 360-cycle of customer progress. With a deep dive into a real-world case study, we'll see how his process not only saves companies from costly missteps but also propels them towards delivering profound customer-centric solutions. In this episode: - What does it mean to focus on customer "jobs to be done" - Importance of understanding customer gains, pains, and solutions - Utilizing the "wheel of progress" for structured data capturing - Conducting and consolidating customer interviews - The five-step process to understand and prioritize customer jobs This outside-in approach to understanding customer desires to design and deliver improved experiences that connect to customers emotions is groundbreaking. Meet Eckhart Eckhart Boehme is the former Curriculum Architect Marketing Excellence @Microsoft Corporation. Eckhart is the founder and managing director of strategy consulting firm unipro solutions and an internationally recognized Jobs to Be Done expert. He was the initiator and co-developer of The Wheel of Progress® Canvas - a tool for structuring qualitative customer research. He is the developer the Customer Progress Design method. He was the subject matter expert to the German editions of the Jobs to Be Done "bible" Competing Against Luck by Clayton Christensen et. al. and Eric Ries' The Startup Way.

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#63: Secrets to Success with Chick-fil-A Leader Elizabeth Dixon Dec 21, 2023

Elizabeth's professional journey is a tapestry woven with innovation, creativity, and dedication to enhancing the customer experience. With a career spanning over 18 years, including a significant tenure at the esteemed Chick-fil-A, Elizabeth's expertise has been sought after by illustrious brands such as Disney, Gap, and YMCA, as well as the Cooper Aerobics Center. As a serial entrepreneur, Elizabeth couples her business acumen with her artistic flair, notably stepping into the world of fashion as a pajama designer. Her passion for customer service culminated in authoring "The Power of Customer Experience," where she illuminates her insights through five pivotal elements designed to leave a lasting impact in the business sphere. Some of the practical tips from this episode include:

How Chick-fil-A operationalizes CX
The importance of care and Empowerment to business outcomes
Leadership's role in building a customer-centric culture
A victor mindset vs. a victim mentality
Insights from her new book, The Strength of Purpose
Lessons from cheerleading flops
The power of "repotting"
Her new line of comfy sleepwear

What a classy individual who has a seemingly endless amount of energy and inspiration! Meet Elizabeth Making the Daunting Doable

Elizabeth Dixon is an engaging business leader and serial entrepreneur connecting with executives and their teams, integrating strategy, innovation, leadership, and personal development in speeches that ignite conversation and inspire purposeful action.

She shares secrets to creating exceptional customer experiences for audiences world-wide at live events and through virtual video resources, consulting, and The Power of Customer Experience, her debut book outlining proven elements for lasting impact in what has become the most crucial component of business success.

Blessed to work for extraordinary brands including Disney World, Gap, YMCA, and Cooper Aerobics Center, mentored by renowned leaders including Dan Cathy and Horst Schulze, Elizabeth brings almost 20 years of experience as a leader at the Chick-fil-A Support Center, where she served in Service & Hospitality, Strategy, Research & Development, and Human Resources. She has also collaborated with the great brands of Southwest Airlines, Drury Hotels, Zappos, and Wegmans.

Always growing, always creating, Elizabeth’s current role is Executive Director of Trilith Foundation, reporting to Dan Cathy, Chairman of Chick-fil-A. She has founded, operated, and sold several small businesses while coaching emerging entrepreneurs toward success in achieving their business goals.

In her leisure time, Elizabeth enjoys being a student of cooking with her daughter, an average backyard soccer player with her son, a vigorous reader, and an adventure enthusiast with her family. https://www.linkedin.com/in/elizabethdixonspeaks/ Elizabeth Dixon bio - https://qrcd.org/45Oe www.slumbersleepwear.com https://vimeo.com/889308776

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#62: Engaging Customers Throughout Their Lifecycle: Key Insights and Actionable Frameworks with Valerie Peck Dec 14, 2023

One of my favorite stories is The Fisherman's Dilemma. It's a tale of an angler who wants to bring a treasure trove of fish home to his loving wife and family. Although he uses every strategy and tactic, he discovers a whole in the bottom of the net. Regardless of his harvest, the hole stole his bounty. Customer acquisition is an important first step for organizations to prosper. But much like the fisherman in the story, unless you've got a strategy to engage customers beyond their initial onboarding, they will slip through the hole in the net. Join the CEO and Founder of SuiteCX, and CX thought leader Valerie Peck as she shares some insights on how to engage customers throughout their lifecycle including:

The Importance of Customer Engagement
Consistency across different customer touchpoints
Influence of departmental and channel silos on engagement
Importance of engaging and enabling employees
Technology as an Enabler, Not the Solution

Valerie was featured in this Creating Emotional Connections: The Power of Loyalty Programs with Valerie Peck: https://qrcd.org/42Mn

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#61: The Alien and Clark Kent: Demystifying CX Leadership from AAA's Head of CX, Bryan Sander Dec 07, 2023

What if you 1 in 4 Americans relied on the experience you led? 60,000,000 Americans rely on AAA for their roadside assistance when things don't go as planned. Bryan Sander, CCXP MBA, leads customer experience for AAA and joins me on the Delighted Customers Podcast (episode will drop tomorrow). Bryan's advice for CX leaders interested in strategies for growing credibility? He's assembled a CX team of over people helping AAA deliver outstanding and consistently good experiences to their members. Bryan is one of the sharpest minds among CX practitioners who I've ever met. You will not want to miss a minute. Tons of practical insights from one of my favorite CX leaders including: 👉 Use of ROI models and financial tooling to show the CX impact 👉 Understanding how the Rider and the Elephant metaphor can help you influence decision-makers 👉 The Alien and Clark Kent 👉 Bryan's opinion of Fred Reichheld's Earned Growth Model Powerful!

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#60: How Emotions and Memory Shape Business Outcomes with Colin Shaw Nov 30, 2023

Colin Shaw is one of the original CX thought leaders and podcast host. He brings a fresh perspective to what drives customer loyalty and the "why" behind loyalty. He predicts memory maps will replace journey maps because of the difference between our experiencing-self and our remembering-self. This episode is packed with insights that leaders can use immediately including:

Colin Shaw is one of the original CX thought leaders and has authored seven bestselling books on customer experience.

He brings a fresh perspective to what drives customer loyalty and the "why" behind loyalty. He predicts memory maps will replace journey maps because of the difference between our experiencing-self and our remembering-self.

This episode is packed with insights that leaders can use immediately including:

1. Role of Artificial Intelligence in Enhancing Customer Experience by understanding and responding to customer emotions

2. Reorientation of Loyalty Perspectives - The criticality of emotional attachment over rational decision-making in driving loyalty

3. Memory & Experience in Customer Decision Making- Evaluation of past experiences and memories in shaping customer decisions

4. Why the implications of the peak/end rule should impact experience design

5. The significance of designing customer experiences for evoking desired emotions

Meet Colin! Colin Shaw is an original pioneer of Customer Experience. LinkedIn has recognized him as one of the ‘World’s Top 150 Business Influencers‘, where he has over 292,000 followers and is one of the exclusive Top Voices which is the official LinkedIn influencer program. Colin’s company, Beyond Philosophy, LLC, has been recognized by the Financial Times as one of the leading management consultancies for the last four years. He is the co-host of the highly successful business podcast The Intuitive Customer, rated in the top 5% of all podcasts by BuzzSprout. He has also authored seven bestselling books on the subject of customer experience. Colin’s LinkedIn newsletter has over 70,000 subscribers.Colin is also a keynote speaker and commentator on CNN, BBC TV, NPR, LBC, and other media publications.

Before this, Shaw was a senior executive in one of the world’s largest telecoms companies, where he led 3,500 people in sales, marketing, and customer service.

Colin Shaw founded Beyond Philosophy in 2002 as one of the world’s first customer experience consultancies. Under his leadership, Beyond Philosophy has helped many of the world’s most prestigious organizations improve their customer experience, including American Express, FedEx, and Caterpillar. Using Beyond Philosophy’s methodology, the world’s largest container shipping company Maersk Line improved its Net Promoter Score®* by 40 points in 30 months, which gave a 10 percent rise in shipping volumes.

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#59: Managing the Sludge Caused by "Red Tape" that Impacts Customer Experiences with Dr. Stephanie Thum Nov 17, 2023

Dr. Stephanie Thum knows a thing or two about red tape. In fact, she just got her PhD in Red Tape Theory! In this episode, she provides a fresh perspective, discussing the pros and cons of red tape, and its elusive cousins, green and pink tape. Using these insights, we explore how these nuances can greatly impact customer experience and employees' engagement. In this episode:

Red tape holds complexities: It has both its virtues, such as providing structure and thwarting fraud, but it can also lead to unnecessary impediments and sludge, ultimately leading to employee disengagement and customer dissatisfaction.
Handling red tape: Increasing customer experience and reducing friction should be top priorities. Practices like human-centric design, tapping into the voice of the customer, and intensive data monitoring can help manage the burden of red tape efficiently.
Role of leadership: As roles change and evolve, leaders need to tune into the needs and perceptions of their followers. This could involve managing the negative effects of red tape, and ensuring effective communication to avoid potential blind spots.
New buzzword in business: Sludge! It's about those friction-filled administrative processes that eat up time and money. Want to fight the sludge? Steph shares valuable insights

Don't miss this insight-packed episode Meet Stephanie! I'm a senior professional with a proven track record as a customer experience practitioner and consultant, now part of SAP's global executive/board communication team. With roots in professional services business development, account teams, broadcasting, and content development, I've developed an expertise in customer- and business-oriented communication, leadership, and project management. My journey isn't limited to the global technology corporate world; I'm also a small business founder with experience in the non-profit and federal government settings. I recently completed a lifelong goal--to obtain a Ph.D. My research focused on global government administrative leaders' experiences with red tape frictions in their work. As a student I produced multiple pieces of peer-reviewed, published scholarship. These academic pursuits deepened my understanding of the intricacies of the human experience, organizational management, and extremely complex global leadership that I continue to apply to my professional endeavors.

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#58: Creating Emotional Connections: The Power of Loyalty Programs with Valerie Peck Nov 09, 2023

Customer loyalty is the currency that sustains growth in almost any company. It means better business outcomes in key metrics like:

Increased Revenues
More Referrals
Lower Cost to Serve
Fewer Complaints
Greater Forgiveness
and much more.

The question Valerie Peck, long time CX luminary, thought leader, and Managing Director of SuiteCX and I explore is what role do loyalty programs play and what role should they play in earning customer loyalty that's more than transactional. In this episode, we explore some important questions such as: 1. How do loyalty programs impact customer behavior, and what are the emotional components at play in these programs? 2. What are the potential downsides of loyalty programs, and how can companies navigate these to maintain customer loyalty without negative impacts? 3. In what ways could companies strategically design loyalty programs to drive repurchase and revenue, while also maintaining customer satisfaction and loyalty? Meet Valerie! Valerie is the Managing Director of SuiteCX by QuestionPro. She is a senior executive with several start ups under her belt. She has deep experience in the CEM space as well in developing new products/practices at companies such as Pacific Bell, KPMG, PwC and StorageTek. In 2022, under her leadership, SuiteCX was merged into the QuestionPro Group as a wholly owned business. Her focus as managing director remains as the main evangelist, cheer leader and deal-maker for SuiteCX. She has over 25 years experience in building new businesses and making them profitable. Contact info: https://www.linkedin.com/in/valerie-peck-4b143

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#57: The Four Factors of Trust: How Organizations Can Earn Lifelong Loyalty with author Ashley Reichheld Nov 02, 2023

Did you know that trusted companies outperform their peers by up to 400%? That customers who trust a brand are 88% more likely to buy again? And that 79% of employees who trust their employer who trust their employer are more motivated to work(and less likely to leave)? The importance of trust is at an all-time high - just as our inclination to trust is at an all time low, Join me and my special guest, Deloitte Digital Principle and co-author of the new book, The Four Factors of Trust for this episode of the Delighted Customers Podcast. We discuss the link between trust and customer loyalty including:

How her scientific research unveiled four trust factors
Why despite being universally recognized by employees as important, it's still a gap in most companies
The tool that she and the co-author created, Trust ID and how it helps benchmark the 4 factors
Interventions needed for low trust scores

PS - Yes there is a family relationship to the other Reichheld in the CX world : ) Meet Ashley Ashley is deeply passionate about making the experiences people have with companies feel more human and has spent nearly 20 years helping her clients reimagine brands and experiences. Ashley believes that building trust is the single greatest opportunity to create a competitive advantage. So she created the TrustID™ –a groundbreaking measurement tool poised to become the gold standard for evaluating organizational performance—to help companies measure, predict, and build trust with their customers, workforce, and partners. Ashley is the Wall Street Journal Best-Seller author of The Four Factors of Trust. After graduating from Wellesley College, Ashley has lived, worked or visited nearly every continent and over forty countries, building a strong sense of global citizenship. Ashley’s work and ideas have been featured in many publications and conferences, such as HBR, Bloomberg TV, SMR, The Wall Street Journal, AdWeek, Dreamforce, CES, and Fortune's Most Powerful Women, amongst others.

Contact: areichheld@deloitte.com

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#56: A Candid Discussion About the CX Profession with Ian Golding, CCXP Oct 25, 2023

Ian Golding ought to know a thing or two about the CX profession. He was a founding member of the Customer Experience Professionals Association (CXPA) and the very first Certified Customer Experience Professional (CCXP). He's the author of Customer What?, Keynote Speaker, and writer. He's written over 600 articles on CX and hosts International Customer Experience Awards all over the world. This episode is different because we didn't have any set agenda of what to talk about. We just explored some hard realities about the CX profession head on. I provides some deep insights about what CX leaders need to know and why they need to know it including:

Problem: The 1st Step - Admit you have a problem
Direction: Customer-led vs Product-led organization
Trust: It's role in the corporate world
Empathy: Why it's lacking in the CX profession
Skeptics: Dealing with them in the "acknowledge phase"
Facts: The importance of not basing CX on opinions
Responsibilities: What CX leaders are 100% accountable for

And so much more! Contact info: https://www.linkedin.com/in/iangolding/

Meet Ian Ian Golding is a Certified Customer Experience Professional and Customer Experience Specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible. Ian spent 17 years working in a variety of corporate organisations, including The Royal Bank of Scotland, GE Commercial Finance, GE Reinsurance and Brake Brothers Foodservice. In his last permanent role as Head of Group Customer Experience, Ian developed and deployed the Customer Experience strategy for one of Europe’s largest online retailers – Shop Direct. In 2012, he became an independent consultant, delivering projects in over 50 countries worldwide in the automotive, financial services, logistics and utilities industries. Ian has continued to work with a plethora of businesses across several sectors, including the pharmaceutical, banking, professional services, retail, manufacturing, education and technology industries. Ian has published more than 600 articles on the subject and delivered keynote speeches globally. Ian also served on the inaugural board of Directors of the Customer Experience Professionals Association (CXPA), of which he was a founder member. Ian was also the first person in the world to be authorised by the CXPA to teach the Certified Customer Experience Professional (CCXP) accreditation. He is also the Course Director, Customer Experience for the Chartered Institute of Marketing. Ian hosts Customer Experience Award ceremonies around the world, including the UK, European, US, Turkey and International Customer Experience Awards. Ian’s first book was published in April 2018 – ‘Customer What?’ The honest and practical guide to Customer Experience’ – is already being well received by professionals around the world. In 2021, Ian was awarded the title of the number 1 influencer in Customer Experience in the UK by Customer Experience Magazine. Examples of companies Ian has worked with are:

Pfizer
AbbVie
Alexion (Astra Zeneca)
Boehringer Ingleheim
Volvo
Nedbank
KCB Bank
Erste Bank
Budapest Bank
Old Mutual Group
Tata Steel
Toyota
General Electric
Tetra Pak
Weleda
Cisco
Thom

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#55: Elevating CX Leadership with the MSU MS CXM Degree with Dr. Tom DeWitt Oct 17, 2023

I am thrilled to have had the opportunity to interview Tom DeWitt, the creator of the groundbreaking MSU CXM Masters of Science program, on my podcast. This program is the first of its kind, offering a comprehensive and in-depth curriculum for professionals in the field of customer experience management. Key Takeaways from the interview:

1️⃣ Bridging the skills gap: The MSU CXM Masters program was created to address the fragmented nature of the industry and provide professionals with the broad skill set necessary to effectively manage the customer experience. With 15 courses and 15 different faculty members, including industry practitioners and specialists, this program offers a comprehensive learning experience.

2️⃣ Team-Based Learning: Unlike traditional lecture-based teaching, the MSU program emphasizes interactive and engaging team-based learning. Students work on real-world case studies, collaborate with classmates, and learn from each other's expertise. The strong bonds formed among students create a supportive and enriching learning environment.

3️⃣ Access to industry leaders: With a faculty comprised of experienced practitioners, including VPs of CX, students in the MSU CXM Masters program have unparalleled access to professionals who have been there and done that. Learning from their insights and experiences adds immense value to the program.

If you have a passion for customer experience and are looking to enhance your skills, I highly recommend considering the MSU CXM Masters program. It's a game-changer in the industry, providing the knowledge and credentials needed to thrive in the field of customer experience management. For more information about the program, interested applicants and companies should visit https://broad.msu.edu/marketing/cxm/.

Here's some interesting research that supported the creation and launch of the new degreed program at MSU:

According to a survey conducted in the summer of 2020 with 160 decision makers that were provided with a description of the proposed MSU MS-CXM degree program, 87% indicated that it is important to hire employees that are experts in the field of customer experience management (CXM); 80% said they would be likely to give a raise to current employees who have obtained the degree; and 78% of US companies and 89% of international companies would be likely to hire students graduating from the program.

Similarly, a survey of 338 professionals working in CX conducted at the same time found that 87% of respondents indicated that CXM is critical to success; 85% were interested in a master’s degree in CXM; 63% would be likely to apply if the MSU MS-CXM degree were offered; and 44% of respondents that are extremely likely to pursue a master’s degree in the next 5 years would be extremely likely to apply to this MS-CXM degree.

Meet Tom DeWitt, Ph.D

Tom DeWitt, Ph.D. is the Director of CXM@MSU, an entity dedicated to the advancement of customer experience management (CXM), and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. As the Director of CXM@MSU, Dr. DeWitt has created North America’s first academic program in customer experience management (Masters of Science in Customer Experience Management - MS-CXM) and hosts industry conferences twice each year for organizations to share best practices in CXM.

For more than a decade Dr. DeWitt has also provided customer experience management

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#54: Preventing Defection: Innovative CX Strategies for Gathering Feedback and Taking Action with Matt Selbie Oct 12, 2023

In order to design customer experiences that earn their trust and loyalty, companies must have a listening strategy. While a wide range of philosophies around customer listening, my guest has a theory that he's built a business on. What are some potential consequences for businesses if they fail to address current customer issues effectively? Matt Selbie believes that the gap business leaders are missing, that's costing them customer defection, is responding real time and closing the feedback gap immediately. He identifies the downturn in customer experience levels across industries and has a solution that can help and help now...and all customers need is their mobile phone. In this episode: - Hostile business environment and its impact on CX - Importance of quick feedback in CX strategy - High defection rates due to failure to address current issues - Customers ability to provide real time feedback at any point in their journey - Opiniator technology for real-time feedback using mobile phones Meet Matt Matt Selbie is the President and Founder of Oberon3 Here's a summary of his background:

20 years of international experience in the energy, retail, and software businesses.
Successful strategic marketer with proven ability to grow revenues and brand equity. Managed internationally and domestically (US and Europe), services and product marketing, B2C and B2B, start up and mature businesses.
Strong functional competencies, including market segmentation, brand positioning, customer feedback, consumer insights, product innovation, advertising development, media planning, financial analysis, P+L management, promotion effectiveness, go-to-market execution, and customer marketing.
Managed a startup from inception, secured funding and brought to market.
Was Managing Director for ConocoPhillips in Malaysia, developing our JV relationship and managing all Government affairs.
Extensive operational experience in Europe, Latin America, Asia Pacific, and USA, together with staff experience directing strategic brand development at a global level.

Website: https://opiniator.com/about-us-opiniator/ LinkedIn: https://www.linkedin.com/in/matthewselbie/

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#52: Decoding Trust: The Complex Meaning and Importance of Being Trustworthy, Part 1 of 2 with CEO, Co-author, Andrea Howe Sep 28, 2023

“Focus on what you tend to neglect” Andrea Howe, CEO, Author, Guest on The Delighted Customers Podcast Trust is the centerpiece of influencing others, of making real change happen. There's no one better to learn from than Andrea Howe, who is not only a trust expert, but she’s the co-author, The Trusted Advisor Fieldbook and the CEO of The Get Real Project. She’s led learning programs and consulted with big companies like Accenture, Deloitte, and Price Waterhouse Coopers, as well as boutique firms. Andea shared some powerful insights on why trust is so critical to change and she offers some practical tips on how leaders can become more trustworthy on The Delighted Customers Podcast. In Part 1 of a 2 part series, this episode of the Delighted Customers Podcast includes: 👉 How leaders can lead with trust in today’s remote/hybrid environment 👉 Explanation of the trust equation and its four variables 👉 Why empathetic listening builds deeper trust than active listening In Part 2 we'll talk about a real world case study of a SaaS CRM company that broke trust and how that works through the lens of the trust equation. We'll also talk about what happens when you get ghosted and how to respond from a trustworthy lens. Meet Andrea A recovering information technology consultant with nearly 30 years of experience, Andrea P. Howe previously worked for the $1B IT consulting firm American Management Systems (AMS), where her roles included client project manager, client relationship manager, and later, Director of Leadership Development.

Andrea is the co-author, with Charles H. Green, of The Trusted Advisor Fieldbook: A Comprehensive Toolkit for Leading with Trust. She is the founder of The Get Real Project which has one simple mission: to kick conventional business wisdom to the curb and transform how people work together as a result.

Andrea’s focus for the past 15+ years has been teaching people in consultative roles how to get better results by getting relationships right. She has designed and led learning programs for companies like Accenture, BNY Mellon, CGI, Deloitte and PwC, among many others. She has spoken to executives, leaders, and teams throughout the U.S. and Canada, as well as in Mexico, Brazil, Europe, Russia, and the Asia Pacific region—both in-person and virtually.

Described by audiences as pragmatic and engaging, Andrea provides a toolkit to increase trustworthiness in any stakeholder relationship that is both practical and provocative. Andrea addresses topics such as how to:

- Develop business/sell with trust

- Promote customer intimacy and client loyalty

- Apply the dynamics of influence to achieve results

- Improve business relationships using all four variables of the trust equation

- Deal with conflict in a trust-building way.

When Andrea’s not working, you can find her in her art studio (aka the basement) taking far too long to finish her latest mosaic project, or looking forward to a future opportunity for partner dancing somewhere near her current home town of Annapolis, Maryland, USA.

contact her: www.thegetrealproject.com

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#51: Storytelling for CX Leaders: Revealing More Than Storytelling Secrets with 'Filling in the Blanks' Filmmaker, Jon Baime Sep 21, 2023

Storytelling is a critical skill for any leader but most of us struggle with how to do influence others. This episode will be unlike any other for several reasons: 1. Filling in the Blanks filmmaker, Jon Baime shares his secrets of applying the art and science of storytelling with the CX leader in mind 2. The documentary Jon shares is both shocking and captivating and reveals a long held family secret of his. 3. It also reveals a long held family secret of mine - yes, I'm in the film. Jon breakdown how he crafted the story and how you can use practical tips to master your own storytelling to make change happen! Listen to the podcast. Watch the film on Amazon, Apple, Vudu and on demand on most cable networks. Meet Jon Jon's new documentary, Filling in the Blanks is currently ranked in the top 10 of Amazon and has been featured in numerous film festivals. Jon Baime is an Atlanta-based independent producer with a specialty in non-fiction projects.

Jon’s work encompasses reality series and lifestyle programming on one end and science, environment, and socially conscious content on the other. Over the past 20 years, some of Jon’s work as a producer has included the nationally syndicated travel TV series “Small Town Big Deal” and the motorsports series “Caffeine and Octane.” He has also edited training videos for the Centers for Disease Control and a series of web videos called “Science Nation” for the National Science Foundation. Jon also produced segments for “This American Land,” a PBS series covering environmental issues.

Prior to being independent, Jon worked for TBS’s Environmental Policy unit, traveling the world, producing and editing the long-form documentary series “People Count” hosted by Jane Fonda focusing on climate change and population issues. He also served for two years as a producer on "Real News for Kids," a weekly children's news show produced by CNN and syndicated to television stations in over 200 markets. Jon started his career in television at CNN in 1987.

Jon originally hails from South Orange, N.J., and is a 1986 graduate of Ithaca College.

Filling in the Blanks is available on Amazon Prime, Apple Plus, Vudu, and more other cable and streaming outlets.

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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

In many ways, the Customer Experience leader has the most difficult job in the organization. Typically serving with a thin staff, a constrained budget, and limited positional authority, they need to get things done through influencing others. But how? Numbers along aren't enough. There's one powerful tool that CX leaders can and should become masters in, that's storytelling. On this episode of the Delighted Customers Podcast, Dennis Geelen, author of The Zero In Formula and The Accidental Solopreneur, joins me to talk about why storytelling wins over stakeholders and he shares a framework on how to tell stories that inspire change. In this episode: - The unique challenges faced by CX leaders in gaining approval and support - How stories can help convey the urgency and consequences of neglecting customer experience - Using powerful illustrations such as "The Kodak Story" to make the business case for change -Avoid the mistake of assuming that data alone will be enough to make an impact on senior leaders Special Note: This episode sets the stage for the next episode which features a filmmaker who breaks down how he crafted his story, currently a Top 10 Amazon Prime documentary. Spoiler - yours truly is in the film sharing a secret of his own : ) Meet Dennis Dennis Geelen, is the Founder and Chief Difference Maker at his solo consulting company, Zero In, that he founded in 2018. Through Zero In, Dennis helps companies ‘solve indifference’ by implementing strategies to build a brand customers love and culture where people are passionate to work. Author of the best-selling book ‘The Zero In Formula’, Geelen has worked with companies in several industries, spoken at countless events, conferences, workshops, webinars, with dozens of guest appearances on international podcasts. And now? Dennis also helps other solopreneurs get started. With his latest book, ‘The Accidental Solopreneur’, providing a playbook for success and told through a riveting and relatable parable that is getting rave reviews from entrepreneurs around the globe. Catch is weekly newsletter, Happy Accidents, for a new story each week about some of the most famous people, products, or companies who found success through serendipity. Timeline Overview: [00:02:52] Solo consultant turned author and coach for solopreneurs.

[00:05:09] Fascinating background; inspired to write differently.

[00:10:25] Key elements of great stories: relatable characters, clear theme, humor, emotional connection, life lessons, conflict.

[00:12:35] Editor assists writer in crafting effective story.

[00:15:14] Show, don't tell: Use stories to engage.

[00:21:12] Analytical person likes numbers, struggles with storytelling.

[00:23:58] Use stories to relate and inspire action.

[00:26:11] Balancing CX and security to retain customers.

[00:30:58] Start team meetings with customer stories, positive and negative.

[00:33:58] Self-publishing saves money and boosts credibility.

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#49: The Secret to Building Trust with Customers, Part 3 of 3 Sep 07, 2023

How do companies like Ritz-Carlton, Apple, and Starbucks earn the trust of their customers? Building upon the trust equation introduced in the Trusted Advisor book, we explore the four variables that contribute to trustworthiness: credibility, reliability, intimacy, and self-orientation. Through real-life examples, such as a heartwarming story about a lost stuffed animal at the Ritz Carlton Resort, we uncover the power of trust in creating loyal customers. In this episode:

Credibility: Showcasing professionalism, expertise, and trustworthiness through branding, communication, and online presence can instill confidence in your customers
Reliability: Consistency is key. Consistently delivering on promises and providing a valuable, predictable experience builds trust with customers.
Intimacy: Establishing psychological safety, discretion, and a personal connection with customers can be challenging on an organizational level, but it's not impossible
Self Orientation: Are you more focused on the sale than the relationship? Asking that question through the customer's lens could help identify areas to become more trustworthy

Don't miss out on these valuable insights. Tune in to the Delighted Customers Podcast episode on "The Secret to Building Trust with Customers" and start creating amazing customer experiences that lead to loyalty and advocacy. Timestamped Overview [00:01:44] Elmo stays at fancy hotel, sends book.

[00:06:25] Workers must pass rigorous training, be screened. Trust through credibility; website appearance, navigation, testimonials, certifications matter. Online presence instills buyer confidence. IRS experience eroded trust, opposite of Terminex example.

[00:09:23] Hotel creates special book for lost Elmo. In the hospitality industry, personal connections matter. A hotel went above and beyond when they understood a guest's attachment to a lost stuffed animal. Instead of just returning it, they involved the entire staff in creating a picture book to assure the guest that Elmo was safe and cared for. This kind of personal touch can make a big impact, whether it's in business meetings or online interactions. Tesla even automates settings for different drivers, and Starbucks' mobile app saves your orders to Siri. It's all about making things personal.

[00:12:16] Embedding trust in your organization is key.

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#48: The Trust Equation: The Secret to Trust Building, Part 2 of 3 Aug 31, 2023

Trust is the currency of leadership.

The most effective leaders don’t power their way through initiatives. They are masters at building trust as a way of influencing.

Businesses that cultivate trust with their customers and employees outperform their competitors.

We explore the Trust Equation, which originally appeared in The Trusted Advisor (now in it’s 20th Anniversary Print Edition).

We’re going to explore the four variables of trustworthiness:

Credibility
Reliability
Intimacy
Self Orientation

...and provide some practical tips on how you can become more trustworthy.

Join me for part 2 of a 3 part series called “Trust and Loyalty Depend on CX” on this episode of the Delighted Customers Podcast.

To Register for the 4 Keys to Leading Change as a CX Pro: https://www.empoweredcx.com/4keys Seats are limited so sign up today!

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#47: Fred Reichheld, NPS Creator, Author Winning on Purpose Aug 26, 2023

We have a special treat for you as we kick off a three-part series on earning customer trust and loyalty. In this episode, titled "The Fisherman's Dilemma and Three Types of Customer Loyalty," I will explore the deep connection between customer experience and elements such as emotion, trust, loyalty, and value.

What's the connection between trust and loyalty?
What are three different types of loyalty and why is it critical to know the difference?
What does the data say about repurchase, customer referrals, forgiveness, and cost to serve?
Why should customer loyalty matter to the C-Suite?
What are some real world examples of customer loyalty?

Join me for this three part series. Next time we will delve into trust, both interpersonal and institutional and how it can be earned by individuals and by organizations.

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#46: Unleashing the Power of Customer Obsession: Amazon's Approach to Innovation with Dr. Francis Goh, Amazon Web Services Aug 17, 2023

Amazon has been on my wish list for podcast guests.

Dr. Francis did not disappoint in a powerful and thoughtful insider perspective of what makes Amazon a consistent CX leader.

We will dive deep into the world of generative AI and its potential impact on customer interactions, as well as how Amazon harnesses this technology to stay ahead of the game.

Dr. Goh sheds light on the unique culture and principles that have made Amazon a global leader in innovation. As we explore the fascinating intersection of technology, customer obsession, and the ever-evolving business landscape, get ready to be inspired and discover new possibilities.

In this episode:

- Amazon's journey from a bookshop to a tech giant

- At least half of Amazon's leadership principles focus on innovation

- Generative AI in customer experience and contact centers

- Caution against technology-driven strategies

- Amazon's efforts to help customers use generative AI

Meet Dr. Francis

Francis Goh is the Digital Innovation Leader, for Amazon, leading

innovation engagements with key clients of Amazon in the region. In

2016, he founded Hehsed Consulting, which specializes in Corporate

strategy, innovation, CX, Agile and leadership strategies. He was also a

mentor at NTU Nanyang (MBA) Business School. Prior to this he was the

CEO at the global HR consulting firm, Mercer and President CEO at

Fujitsu Singapore.

Francis has 28 years of international experience in the technology and

energy industries, having had numerous P&L and high impact

leadership roles with global leaders such as Accenture, SAP, HP,

Microsoft and ExxonMobil. During this time, Francis has lived and

worked across Asia, Europe and the United States.

Francis specializes in the areas of emerging solutions, breakthrough

business models and innovation. He has a proven track record in

building #high-performance teams and overachieving both revenue

and profit targets consistently. He has a strong reputation for

developing and deploying new business go-to-market strategies across

sales, operations and resource management. He establishes core

innovative business models which further enhanced brand positioning

and grew both topline and profits as a result. Francis is a hands-on

leader with deep solution and value-selling expertise across a broad

spectrum of clients in the Asia Pacific region across industries such as

Oil &Gas, FSI, telco, manufacturing and the government sectors.

Time Stamped Overview

[00:02:56] Passionate innovator shares Amazon's story and techniques.

[00:08:24] Excited to have Amazon on our podcast.

[00:11:09] Amazon's culture is centered around innovation. Innovation is crucial for organizations to avoid stagnation and competition. Amazon started as a bookshop and evolved into a successful ecommerce platform. Customer obsession is a core value and drives their innovation process. Starting with understanding customer needs before considering technology solutions is important.

[00:16:04] Start with customer and reverse engineer: avoiding technology-driven strategy trap. Customer obsession key in all aspects. Understand customer journey and priorities. Amazon's success: started as digital bookstore, applied principles to expand into diverse businesses like AWS.

[00:21:40] AI, specifically generative AI, is gaining popularity. It can generate new content and have various application

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#45: The Intersection of Customer Experience and Change Management with Changeologist, Doug Flory, CCMP Aug 10, 2023

Change management is a critical profession that focuses on the human side of change, utilizing various sciences and art to support successful projects and initiatives. Working alongside project management, change management ensures that individuals are prepared and equipped for transitions, driving long-term success. Doug Flory serves on the Board of Directors of the Association of Change Management Professional and describes himself as a Changeologist. In this episode of The Delighted Customers Podcast, we discuss:

Implementation of five levers for effective change management
the different levels of change management maturity and the role of trust in effective change implementation
he highlights popular methodologies, such as Prosci, ADKAR, Kotter's Eight Steps, and Lewin's Stages
the intersection of change managment and customer experience

Meet Doug

We first met at the ACMP Summit in Charlotte and the topic was the Intersection of Customer Experience and Change Management
20 years of experience leading the way change works in Change Management & Transformation, Corporate Culture, and Ways of Working
Background includes a multi-disciplinary approach towards a people-centered solution
Currently, Doug serves on the Board of Directors @ ACMP and is an Executive Consultant
His office colleague is a Yorkshire Terrier who is still how to trying to make copies

Timestamped overview

[00:01:01] Podcast host empowers leaders to delight customers.

[00:05:01] Change management: a profession focusing on people.

[00:10:05] "Steps to implement change in organizations"

[00:13:13] Understanding and applying different methodologies is crucial. Popular examples include pro size, ad, car, and model. They are taught in classes, followed by exams and certificates.

[00:16:30] Professional credentials like CCMP and CCXP.

[00:21:37] A global electric utility company faces challenges with change management. A consultant failed to handle the transition well, causing issues with HRIS system and employee trust. A new change management expert was brought in to rebuild trust and communication. The expert emphasizes the importance of identifying stakeholders, understanding change impacts, effective communication, training, and long-term sustainment. These levers are key to successful change management.

[00:31:41] Trust is core to many challenges faced.

[00:37:18] Impact of employee satisfaction on customer experience

[00:42:06] Customer and employee voices drive engagement, trust.

[00:43:53] Online retailer's bot miscommunication resolved by human.

[00:47:25] Hard question, unexpected path, successful career.

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#44: The Digital First Customer Experience with International Bestselling Author, Joe Wheeler Aug 03, 2023

Joe Wheeler, international bestselling author, technology innovator, consultant, and speaker. Joe has recently written a groundbreaking book called "Digital First Customer Experience: Seven Design Strategies From the World's Leading Brands." Throughout this episode, Joe shares valuable insights and practical tips on how companies can leverage digital strategies to create highly scalable and repeatable experiences for their customers. Joe also highlights some remarkable success stories from companies like Lemonade, Amazon, Starbucks and Nike, demonstrating how they have revolutionized customer experiences through digital design strategies. We delve into the importance of personalization, with Spotify serving as a standout example in the field. But it's not just about technology and digital solutions. We explore:

the importance of understanding customer loyalty drivers
the significance of addressing customer problems
the potential pitfalls of falling in love with the product instead of focusing on customer needs
The future of technology, including the imminent arrival of 6G and the convergence of artificial intelligence, machine learning, and edge-based computing

Join us as we dive deep into the world of digital first customer experiences, uncovering the secrets to delighting customers and turning them into loyal fans. Get ready for a thought-provoking and informative conversation with Joe Wheeler on this episode of the Delighted Customers Podcast! Meet Joe Joe Wheeler is an internationally recognized best-selling author, speaker, and consultant. He is the CEO of CX/Digital a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm he co-founded with Professors Len Schlesinger, James Heskett and W. Earl Sasser of the Harvard Business School. In 2002, he and Shaun Smith co-authored the best-seller: Managing the Customer Experience. He followed it up in 2008 with The Ownership Quotient, co-authored with James Hesket and Earl Sasser, Jr. His latest book, The Digital-First Customer Experience will be released in July of 2023, and describes the design strategies of leading brands including Nike, Amazon, CEMEX, Starbucks and others. Mr. Wheeler has delivered keynotes to clients and at conferences around the world on topics including, customer experience, digital leadership and corporate culture. Joe has worked with AT&T, Bank of America, Build-A-Bear Workshop, Digital Realty, Equinix, GoDaddy, Humana, Irving Oil, Maersk. NetOne, Panera Bread, World Fuel Ser- vices and many more. He is also the Founder and Chairman of Bluemvmt, a company with a mission to protect, restore and harness ocean resources for both commercial and conservation outcomes. Prior to co-founding The Service Profit Chain Institute, he held executive roles at Bank of America, The Forum Corporation and earned an MBA from Edinburgh Business School. He lives in both Massachusetts and Nova Scotia when he is not on his way to or from a client event. Time Stamps [00:03:11] Grew up in family business, wrote books. [00:07:21] Controversy around technology replacing frontline staff. [00:12:51] Digital-first challenges for legacy companies summarized. [00:15:20] Key loyalty drivers revealed through research. Be wary of misinterpreting customer feedback. [00:20:58] Culture, climate change, technology, and 6G speed. [00:22:58] Six G will be 30 times faster. Competition and digital asset linkage are key. [00

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#43: Creating Magical Moments for Kids Using Experience Design - woom VP Global Experience, April Obersteller Jul 27, 2023

"Why Reinvent the Wheel?" That popular expression was taken seriously when the founder of woom was about to buy their child their first bike and realized something was wrong. So the idea to consider the experience from a kids perspective and design a bicycle that wasn't just a smaller version of an adult bike was born. Headquartered in Vienna, Austria, and Austin, Texas, woom has expanded globally and now has over 240 employees and has sold over 1,000,000 bicycles all over the world. On this episode I talk to April Obersteller who leads their employee and customer experience efforts. Hear a fascinating story of the problem they were trying to solve and why they view their role as something much bigger than bicycles. In this episode: - Founding story of two brothers and a best friend creating a high-quality children's bike - The connection between customer experience, design, and employee experience - Importance of quick reactions and direct customer feedback - Commitment to putting employees at the center of retention and engagement strategies - Creating "magic moments" and valuing practicality based on customer feedback - Innovation as a core value and dedicated future-focused team Meet April April Obersteller’s 15-year career in the service industry has been rooted within purpose driven companies that are in the fast and courageous stage of start-up to scale-up. Her passion for the human experience is combined with her appreciation for how data and technology can be powerful in identifying how-to make the most meaningful human impact. At woom, she is the Vice President of Global Experience, in which she leads a global team that supports both the Customer Experience and the Employee Experience with a focus on the full internal and external customer journey. Company Overview: woom is a globally-acclaimed kids’ bicycle company, originally founded in Austria in 2013, and expanded to the United States one year later. woom has disrupted the kids’ bike category across Europe and North America, as the largest and fastest-growing direct-to-consumer brand in the space. Its award-winning bikes include options that are 40% lighter than conventional kids’ bikes, making woom bikes the lightest series-production kids’ bikes in the world.

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#42: Joe Pine: The Origin of "Customer Experience," The Experience Economy, and What's Next Jul 20, 2023

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

Meet Joe B. JOSEPH PINE II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. In December 2019 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. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. It further shows that in today’s Experience Economy companies now compete against the world for the time, attention, and money of individual customers. The Experience Economy has been published in fifteen languages and was named one of the 100 best business books of all time. Mr. Pine also co-wrote Infinite Possibility: Creating Customer Value on the Digital Frontier with Mr. Kim C. Korn, Authenticity: What Consumers Really Want with Mr. Gilmore, and in 1993 published his first book, the award-winning Mass Customization: The New Frontier in Business Competition. His latest article in the Harvard Business Review is “The ‘New You’ Business” (January-February 2022), coauthored with Lance Bettencourt, Jim Gilmore, and Dave Norton. In his speaking and teaching activities, Mr. Pine has addressed the World Economic Forum, the original TED conference, and the Consumer Electronics Show. Today he is a Lecturer in Columbia University’s Master’s Program in Technology Management in the School of Professional Studies. Sign up for the newsletter https://strategichorizons.com/contact/ LinkedIn: https://www.linkedin.com/in/joepine/

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#41: How Do We Activate Employees to Deliver “Consistently Good, Strategically Amazing” Experiences? with Megan Burns Jul 08, 2023

“Scale creates problems that empathy alone can’t solve”

Megan Burns unlocks the key to how leaders can differentiate their brands based on the experiences they deliver to customers on this episode of The Delighted Customers Podcast. She ought to know...she spent more than 10 years as vice president principal analyst at Forrester Research where she developed ground-breaking research on how brands like Amazon, Apple, Starbucks, and Salesforce deliver great customer experiences at scale in the face of constant social and technological never-ending disruption. In this episode we discuss the underlying problems leaders need to solve and why so many companies miss the target, plus:

What’s the biggest challenge delivering an outstanding experience today?
Why leaders should think about themselves as being in the experience delivery business
Understanding the shift from “Pay Attention” to “Believe” to “Care”
Why getting key stakeholders to care isn’t enough
The Activation Challenge: Why is it critical to customer loyalty
Why making the business case is not the entire solution

Meet Megan

Megan Burns is a customer experience strategist, author, and keynote speaker who helps companies build world-class customer experience programs that accelerate growth and drive strategic advantage. A former Vice President at Forrester Research, Megan has advised hundreds of corporations over her 20+ year career, including Microsoft, Workday, Akamai, FedEx, Verizon, and AT&T. As the architect of two of the industry's most well-known frameworks - the Customer Experience Index and the Outside In Maturity Model - Megan is considered one of the world's foremost experts on leading experience transformation at scale. Her insights have been featured in dozens of publications like the Wall Street Journal, Inc. Magazine, AdAge, and CNBC, and Megan is 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, Megan 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."

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#40: How to Know Which Levers to Pull for CX Transformation with NPS Prism’s Founder and Bain Partner, Jason Barro Jul 06, 2023

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 between a company's internal measures of success and customer perception
The dangers of buying share through discounting
The importance of competitive benchmarking
The risks and challenges of digitization: when human touch is non-negotiable
How NPS Prism was created and how it helps companies improve customer experiences

Meet Jason

Jason Barro is a leader in Bain's Customer Strategy & Marketing practice, specializing in the Net Promoter System® and customer-driven transformations. He is also the lead partner and founder of NPS Prism, Bain’s customer experience benchmarking service that provides actionable insights to grow loyalty and sales.

He has more than 14 years of consulting experience with Bain.

Jason has extensive experience leading customer transformations across a wide range of industries, including media, cable, retail, banking, credit cards, restaurants and healthcare. He has advised both business-to-consumer and business-to business companies.

Prior to joining Bain in 2004, Jason was an assistant professor of business administration at Harvard Business School from 1999-2004, where he performed research and taught courses on microeconomics, corporate governance and health economics.

Jason earned his PhD, Masters and Bachelor of Arts degrees in economics from Harvard University.

Connect with Jason: https://www.linkedin.com/in/jason-barro-b25a8a/

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#39: Why Employees' Mental Health is Critical to CX and Business Outcomes - Leah Marone, Psychotherapist, Mental Wellness Coach Jun 29, 2023

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 the well-being of team members and leaders. This is one of my favorite episodes because it sheds light on customer experience from a different perspective. In this episode: 👉 What’s the post-Covid “emotional hangover?" 👉 Why the “urgency culture” produces burnout. 👉 What’s the business risk of burned out employees? 👉 What’s the “full balloon” dilemma? 👉 What are the signs leaders should listen for? 👉 How can leaders improve employee engagement and retention through wellness? MEET LEAH Leah Marone, LCSW, is a psychotherapist with over 20 years of experience based in Charlotte, NC. She has facilitated over 20,000 therapy sessions, writes for Psychology Today, and is an expert forum contributor for Newsweek. Leah was a former anxiety-ridden Division 1 basketball player which has led to her passion for working with athletes and coaches on combating pressure, imposter syndrome, perfectionism, and performance anxiety. As a mental wellness consultant, Leah works with companies and nonprofits on topics such as; anxiety & stress, burnout, compassion fatigue, productivity, effective communication, and emotional intelligence. She offers a number of supportive services and fully assesses the company culture in order to meet an organization 'where they are' and address its needs. Her 5-step initiative not only reinforces the importance of mental health within an entire organization, but also identifies areas where growth and connection are needed to prevent high turnover, address burnout, and improve productivity. Currently, she partners with Equitable and facilitates a three-part wellness series for teachers and administrators that focuses primarily on boundary setting and resilience for the Charlotte Mecklenburg School System in NC. Outside of work, Leah enjoys traveling, hiking, exercising, and writing. She also loves being a coach for her daughter’s club soccer team. Contact Leah on LInkedIn: https://www.linkedin.com/in/leahmaronelcsw/ Or visit her on Leahmarone.com

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#38: The ROI of CX and Drivers of Success with Augie Ray, Gartner VP, Analyst Jun 22, 2023

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 covered a lot so there are a lot of gems):

Common obstacles that hijack customer centricity
How Amex used NPS to make the business case for CX
Keys to USAA’s recognition as a CX leader
Why employee onboarding is so critical to successful CX organizations
The ROI of CX - What the research says
The financial benefits and “secondary benefits” of CX
Why do CX practices struggle?
Latest Gartner Reserach: The 3 Primary Drivers of CX Success

MEET AUGIE

Augie Ray is a VP, Analyst covering customer experience at Gartner. He advises clients on CX strategy, Voice of the Customer programs, CX organization, personas, customer journeys, and the ROI of CX.

Before joining Gartner, Augie was the Director of Customer Experience Action at American Express, Executive Director of Community and Collaboration at USAA, and managed an experiential marketing agency in his hometown of Milwaukee, WI.

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#37: The Art and Science of Customer Surveys - With Martha Brooke, Founder and Program Director, Interaction Metrics Jun 15, 2023

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 expert when it comes to customer research.

Martha shares some of the secrets of best in class survey design with power and passion.

In this episode we discuss:

What’s the primary problem with surveys today?
What are the 3 areas of differentiation for scientific research
How to ask provocative questions to increase market share
The art and science of surveys
The problem with most CX programs
The power of 3rd party surveys

MEET MARTHA

Martha Brooke is a Certified Customer Experience Professional (CCXP) and holds a Blackbelt in Six Sigma. To dramatically improve the Customer Experience, Martha founded Interaction Metrics, a Customer Experience (CX) Consulting Company in 2004.

Clients such as Yaskawa America, Bosch, and Synchrony Financial choose Interaction Metrics for its pairing of scientific CX research with software such as Power BI, Alchemer, and Qualtrics.

With her team of Analysts, Martha uses qualitative and quantitative research methods to pinpoint customer experience gaps and improvement opportunities. Methods include Text Analytics, Surveys, and Customer Service Evaluations.

To spur dialogue about the Customer Experience, Martha leads top-rated conference sessions and workshops. Some of the organizations where Martha has been asked to speak include Project Management Institute (PMI), American Society of Plastic Surgeons (ASPS), HDI, The Score Conference, Customer Solutions Expo, American Marketing Association (AMA), NICSA at the Harvard Club, Operations Summit, Association of Support Professionals, and SOCAP International.

Prior to Interaction Metrics, Martha worked for two dotcoms, Lucy.com and Food.com, where she drove improvements into the customer experience. And she held operations positions in areas that touch on aspects of CX such as quality assurance and customer service.

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#36: The Biggest Obstacles to Successful Change Initiatives - with Amanda Schmoldt, CCMP, President, ACMP Jun 08, 2023

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 Transformation Enablement at Halo Branded Solutions.

Customer Experience Management (CXM) and Change Management (CM) are kindred spirits and have a lot in common.

We explore the intersection of both professions as well as some other practical advice for leaders such as:

👉 Why CM initiatives fail

👉 The intersection of CX and CM

👉 How she helped change the culture at Neiman Marcus

👉 What USAA did right when it comes to cultural transformation

👉 Using behavioral metrics to measure success for change initiatives

Meet Amanda

Amanda Schmoldt, CCMP, has more than two decades of experience in organizational change management, human resources, communications, and organizational effectiveness. Amanda is President of the Association of Change Management Professionals and serves as Senior Director of Change & Transformation Enablement for HALO Branded Solutions. In her current role, she leads a team that is dedicated to building enterprise change capabilities and supporting the people side of the company’s change and transformation efforts. Before joining HALO, Amanda held various leadership roles at Neiman Marcus Group, USAA, Caterpillar, Archer Daniels Midland, and the State of Illinois. She lives in San Antonio, Texas.

You can reach her on LinkedIn here: https://www.linkedin.com/in/amanda-schmoldt/

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#35: The 5 Leadership SUPERPOWERS with Jay Weiser Jun 01, 2023

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 organizations.

In this episode we talk about:

Lessons for leaders from SVB’s failure
How Delta’s CEO provided 3 keys to success immediately following the Covid outbreak
How Jay’s leadership insights intersect with outstanding customer experiences
And, of course THE FIVE LEADERSHIP SUPERPOWERS

Meet Jay

Jay Weiser is the Principal and Founder of Jay Weiser Consulting. His passion is enabling leaders and organizations to not only survive but thrive in the face of disruptiveness and uncertainty. Knowing traditional leadership capabilities are insufficient in this environment, Jay developed THE FIVE LEADERSHIP SUPERPOWERS™ capability

model to address this need.

Through speaking, training, assessment, and advisory services, he helps his clients succeed by improving their preparedness/readiness enabling them to better withstand disruptions, recover quicker, accelerate forward, and

be positioned to jump on opportunities faster.

Jay has over 3 decades of experience advising executives across multiple industries and various environments. His clients and employers span from the middle market to Fortune/Forbes 500, including recognizable names like

Autotrader (Cox Auto), Bristol Myers Squibb, Fulton County Schools, JP Morgan Chase, to Publix.

Jay has delivered presentations to executive groups and has been interviewed for multiple podcasts around the globe. Most recently, he was interviewed by Eric McNulty with the National Preparedness Leadership Initiative, a joint program between Harvard’s Kennedy School of Government and Chan School of Public Health. His thought leadership has been featured on Forbes.com, Rework.co, The Balanced Scorecard Report (an HBS publication),

LinkedIn, and on his website, www.jayweiser.com.

He has a BS in Economics from The Wharton School (UPenn) and his MBA from the Goizueta Business School (Emory).

LinkedIn - https://linkedin.com/in/jayrweiser

Twitter – www.twitter.com/@Jay_R_Weiser

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#34: Why do most surveys fail to get results? with Rick Denton, Managing Principle, EX4CX May 25, 2023

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 inspire employees

👉 Why customer experiences are tanking

👉 The importance of aligning brand promise to experience

👉 What’s missing in CX today

Join us for a lively and fun episode with two CX pros who also host podcasts

Meet Rick

Rick Denton believes the best meals are served outside and require a passport.

A sought after Customer Experience Advisor and keynote speaker, Rick enables companies to achieve Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach.

As a Managing Principal at EX4CX, Rick helps clients unlock tangible business value from their Voice of the Customer Programs, create Customer Experience visions, culture and reality while driving revenue growth & operational improvement.

In his leadership roles prior to EX4CX such as with Bose, Capital One and several other industry champions, Rick created customer obsessed cultures, high performance execution systems, and clear outcome-oriented alignment. Rick delivered these results across multiple industries and company size profiles both domestically and internationally.

In addition to scouring the globe for the best customer experiences, Rick, his wife and two children, love to travel the globe simply to travel. You'll as easily find them in Texas as you'll find them in Thailand. (Ask him about the fantastic grilled squid on a stick!…Or the not so great fried tarantula!) When he's not with the family or clients, you'll likely find Rick hiking on a mountain somewhere in the southwestern USA desert.

Rick combines these loves by hosting the CX Passport podcast, a weekly talk with guests about customer experience and travel.

https://www.linkedin.com/in/rickdenton/

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#33: Applying Lessons from Football (Soccer) to Customer Experience with Greg Uglioni, CCXP May 18, 2023

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 both financial services and healthcare including:

Creating value centers vs. cost centers
Lessons from soccer that apply to CX
How to win a championship by applying football (soccer) principles

Meet Greg

Gregorio Uglioni is a specialist in Business Transformation, Innovation and Customer Experience.

Thanks to his strong leadership skills, Gregorio has successfully led several transformation programs achieving great results, creating a positive customer impact while relentlessly nurturing a positive innovation culture.

His cross-industry engagement for the development of the customer experience discipline (e.g., with his podcast “CX Goalkeeper”, as a Judge at several international events, as a co-author of the global best-sellers “Customer Experience 3” and “Customer Experience 4”) and his in-depth know-how allowed him to be recognized and awarded several time in Customer Experience Community.

Gregorio holds two masters from the University of Zurich. He is a CCXP and the world’s first certified ACXSPlus.

He started his career at Accenture and is now the Head of Business Transformation at the Cantonal Hospital of Winterthur in Switzerland.

Gregorio’s battery charger is his family

2023 Recognitions:

CXM STARS #8 TOP CX INFLUENCER by CXM

ICMI’S TOP 25 THOUGHT LEADERS FOR 2023 by ICMI

World’s Top 200 Business & Technology Innovators by Engati

Top 50 Global Thought Leaderss and Influencers on Customer Loyalty 2023

Top 50 Global Thought Leaders and Influencers on Digital Transformation 2023

Top 25 Global Thought Leaders and Influencers on Customer Experience 2023

Top 50 Global Thought Leaders on Leadership 2023

2022 Recognitions:

CXM STARS #10 TOP CX INFLUENCER from CXM

“Influencers to follow” from the UK Customer Experience Awards 2022

Top 50 Global Thought Leaders and Influencers on Customer Loyalty 2022 Thinkers360

Top 50 Global Thought Leaders and Influencers on Digital Transformation 2022

Top 10 Global Thought Leaders and Influencers on Customer Experience 2022 Thinkers360

Top 50 Global Thought Leaders on Leadership 2022

2021 Recognitions:

TOP INFLUENCER 2021 by ENGATI

Customer Experience World Games 2021: Overall Star Player Recognition, 30 July 2021

Thinkers360: Top 50 Global Thought Leaders on Customer Experience, October 2021

Survey2Connect: Featured in the list of the 100 CX Thought Leaders Around The World That Are Changing The CX Game

Some quotes:

“my family is my battery charger”

“When I wake up in the morning, I want to create value, to have an impact and to serve others to achieve our goals together”

“Yes, it is possible to create value for employees, customers and shareholders. At the end, they are all human beings!”

“blending agility & CX will be a key success factor in future”

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#32: "The Evolution of CX at Walgreens with Danielle Wipperfurth, CCXP, Director of Customer Experience " May 11, 2023

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 knowledgeable - and increasingly dissatisfied with what he saw as old-fashioned, complacent methods of running a drugstore.

Walgreen saw a clear way to differentiate back in the late 1800’s: “...the most dramatic change Walgreen instituted was a level of service and personal attention unequaled by virtually any other pharmacy in Chicago.”

Today Walgreens has over 13,000 locations across the U.S., Europe, and Latin American with over 325,000 team members.

Recently, Walgreens has formalized their Customer Experience Management efforts and Danielle Wipperfurth, CCXP, Director of Customer Experience at the storied retailer joins me for a fascinating discussion on The Delighted Customers Podcast.

She shares some practical tips and stories including:

The same as Coke vs. Pepsi? How does Walgreens think of their brand differently from CVS and other competitors
The evolution of CX at Walgreens
The Power of in-store visits
Idea Testing
Preparing for a health clinic from a CX perspective

Meet Danielle

Danielle Wipperfurth serves as Director of Customer Experience at Walgreens. Her background includes leadership roles across sectors and internationally in organizations as diverse as an incubator for social impact startups, a creative agency serving the White House, and a luxury outdoor kitchen company.

Danielle’s expertise includes healthcare customer experience, the relationship between employee and customer experience, and the power of aligning experience with your brand promise. She is deeply committed to Diversity, Equity, and Inclusion, serving on the Diversity Advancement Committee for the Customer Experience Professionals Association (CXPA).

Danielle earned her MBA from the Kellogg School of Management at Northwestern University and her bachelor’s degree from Davidson College. In 2020, she was recognized as an inaugural Emerging Leader in Customer Experience by the CXPA, and now invests in the next generation of CX leaders as Chair of the program.

You can reach her at: https://www.linkedin.com/in/daniellewipperfurth/.

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#31: Understanding Intrinsic and External Motivators to Unlock Discretionary Employee Effort - with Greg Kihlstrom, Principal, Chief Strategist, GK5A May 04, 2023

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 to the customer
4 qualifiers for meaningful measurement

…and a whole lot more.

Meet Greg

Greg Kihlström is a best-selling author, speaker, and entrepreneur, currently an advisor and consultant to top companies on marketing technology, customer experience, and digital transformation initiatives as Principal and Chief Strategist at GK5A. He is also the host of The Agile Brand with Greg Kihlström podcast. He is a two-time CEO and Co-Founder, growing both companies organically and through acquisitions, and ultimately leading both to be acquired (one in 2017, and the other in 2021). He has worked with some of the world’s top brands, including Adidas, Choice Hotels, Coca-Cola, Dell, FedEx, HP, Marriott, MTV, Starbucks, Toyota, and VMware.

He earned his MBA from Quantic School of Business and Technology and is a member of the School of Marketing Faculty at the Association of National Advertisers. He currently serves on the University of Richmond’s Customer Experience Advisory Board and the Workhouse Arts Foundation Board as Chair of the Marketing Committee. Greg was the founding Chair of the American Advertising Federation’s National Innovation Committee and served on the Virginia Tech Pamplin College of Business Marketing Mentorship Advisory Board. Greg is Lean Six Sigma Black Belt certified, is an Agile Certified Coach (ICP-ACC), and holds a certification in Business Agility (ICP-BAF).

Greg has had multiple best-selling books, including his Agile Brand Guides series on marketing technology platforms and practices. His eleventh and most recent book, House of the Customer (2023) discusses the 1:1 personalized customer experience of the future, and how brands can organize the people, processes, and platforms that enable it. Meaningful Measurement of the Customer Experience (2022), provides guidance on how to create a customer-centric culture that prioritizes customer needs while aligning internal teams around a common goal. His award-winning podcast, The Agile Brand with Greg Kihlström, launched in early 2019, discusses brand strategy, marketing, and customer experience with some of the world’s leading experts and leaders.

Greg is a contributing writer to Fast Company, Forbes, MarTech, and CMSWire, and has been featured in publications such as Advertising Age and The Washington Post. Greg has been named a 2022 Top 10 Marketing and Customer Experience Thought Leader 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.

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#30: The "Customer Chair": The Power of Storytelling, Richard Dorfman, MBA, Vice President, Customer Experience, Eastern Bank Apr 27, 2023

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.

Rich Dorfman, the CX leader at one of the largest Boston-based banks, shares his real world experience as a CX practitioner and how he used the power of storytelling to influence key decision-makers. In my opinion, there’s nothing like hearing from someone who has learned real life lessons to lead a customer centric culture.

Some of the highlights of the episode include:

The Customer Chair - How Rich borrowed an idea from Clint Eastwood to influence senior leaders
The “Axle-breaking Moment” - the power of knowing your audience
Building relationships with key stakeholders
Partnering with key stakeholders to create allies

Meet Rich

For more than nine years, Rich has led Eastern Bank’s customer experience efforts managing all aspects of this strategic initiative from program design to Voice of Customer (VOC) measurement and management to analysis and reporting to being the “customer-first” catalyst of the company. The result of Rich's relentless pursuit of this critical outside in perspective has focused and aligned the bank around customer-centric behaviors and attitudes. Key accomplishment include:

> Created a Customer Experience (CX) governance council empowered to identify and repair CX pain points, which then communicates these customer and institutional “wins” to all impacted stakeholders

> Designed customer feedback programs in every line of business with robust closed loop management processes

> Integrated VOC insights into business plans to drive CX enhancements

> Developed a comprehensive and actionable CX financial linkage analysis that strongly correlates customers' sentiments to their banking business and profitability

> Embarked on a CX maturity benchmark assessment to uncover a defined strategic roadmap for future CX improvement initiatives

Prior to Eastern, Rich’s banking career included strategic marketing positions at Chemical Bank/Chase in New York, Shawmut Bank/Fleet Bank in Boston and as principle of his own strategic consulting firm focused on delivering differentiated value to high-revenue small business segments.

Connect with Rich:

https://www.linkedin.com/in/richdorfman/

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#29: You Got the CX Leader Job, Now What? with Allison Landers, Chief Experience Officer (CXO), UBS Apr 20, 2023

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 Experience Officer (CXO) for Banking and Lending.

Our conversation was particularly timely given the turbulence in the financial sector and the critical need to earn customer’s trust. Allison has taken the helm and successfully led CX practices that were at various stages of maturity.

Some of the highlights of the episode include:

Being honest about your brand “perception”
The first order of business when beginning a CX practice
How to build trust with key stakeholders
The two key things to focus on most

Meet Allison

Allison Landers joined UBS Bank USA as Managing Director and Chief Experience Officer (CXO) in 2022. In this new role, Allison is responsible for the design, delivery and ongoing management of end-to-end, omni-channel client and employee experiences. Her focus areas include journeys, client and field messaging, research, Voice of the Customer/Employee and client experience and engagement measurement.

Allison brings over 25 years of experience in Customer Experience (CX), Digital Product Management and Marketing. She started her career in the .com space, working for America Online (AOL), American Greetings and Sabre Networks. Since 2005, Allison has been applying best practices from those industries to move Financial Services forward, leading Digital and omni-channel CX efforts at KeyBank, TD Bank, Prudential and Wells Fargo.

Allison earned her undergraduate degree in Journalism/Advertising from Indiana University and her MBA in Marketing from Marymount University. Allison is active in both the industry and her community. She lives in Little Silver, New Jersey with her husband Steve, their three sons and her dog Daisy.

She can be best reached on LinkedIn at https://www.linkedin.com/in/allisonpainelanders/

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#28: Pt. 2 - Lou Carbone, the Father of Experience Management Apr 13, 2023

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 for wisdom?

Be sure to listen to Part 2 for more great gems from Lou

Meet Lou

Lou Carbone is foun der andCEO of Experience Engineering®, Inc., an experience management consulting firm, the first of its kind, based in Minneapolis, Minnesota.

Since the late 1980’s, Carbone, actually referred to as the “father of Customer Experience Management”, has been at the forefront of exploring and developing and creating cutting edge tools and experience management perspectives. He is globally recognized as a significant thought leader in the field as well as an experience management futurist continuously innovative, hands-on academic/practitioner.

He has written and co-authored numerous academic articles and wrote the book “Clued In: How to keep customers coming back, again and again, Published by FT Prentice Hall which won Fast Company’s Reader’s Choice Award. Including a paper that was cited as the best paper by Sage Publications on Memorability of Experiences. Citations from those works in academic publications number in the thousands.

More than two decades has collaborated very often with Dr. Leonard Berry, of the Mays School at Texas A&M. Len co-authored the book Management Lessons from the Mayo Clinic with Dr. Kent Seltman, former Chair of Marketing at the Clinic and has been recognized for contributing more to academic literature than any other academic ever.

Lou originated the concept of Total Experience Management™ and a robust methodology called Experience Engineering®. He is the Vice Chair of the Board of Directors at Health Quality Partners and has served on the board of Fairview Physician’s Associate Network, as well as the Chairman of the Brown College Board of Trustees. Board Brown College Board Chair. He has spoken across the Globe hundreds of times delivering Keynote addresses.

Prior to founding Experience Engineering Lou was the Global Vice President of Marketing at National Car Rental during the innovative creation of the Paperless Rental Agreement, Emerald Club®, The Emerald Aisle where choose your vehicle. Which the entire industry has now mimicked by the industry decades later.

Lou was a senior executive with major advertising agencies in NYC, Detroit and Minneapolis and served as a Journalist in his early career.

Prior to starting Experience Engineering, Carbone was an advertising executive with major agencies in New York, Detroit and Minneapolis. While with Campbell-Ewald Advertising, Grey Advertising, and Manoff Geers Gross, he worked with wide array of companies including American Tourister Luggage, National Car Rental, Walt Disney World, Eastern Airlines and Howard Johnson.

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#27: Pt. 1 - Lou Carbone, the Father of Experience Management Apr 06, 2023

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 “inhaling exhaust and expecting to get oxygen afterwards"
Why CX leaders understand the power of unconscious need

Be sure to listen to Part 2 for more great gems from Lou

Meet Lou

Lou Carbone is the founder, president and chief experience officer of Experience Engineering, a Minneapolis-based consulting firm dedicated to customer and employee experience management. He is widely regarded as the father of the experience management movement. Founded in the late 1980s, Experience Engineering helps companies discover what really makes customers tick and offers solutions to help them increase customer satisfaction, loyalty and repeat business.

A frequent college lecturer, writer and inspirational speaker; Carbone is the author of “Clued In: How to Keep Customers Coming Back Again and Again” (Prentice-Hall, 2004), which won the Fast Company Reader’s Choice award.

Companies that Carbone and Experience Engineering have worked with include Pizza Hut, KFC, Avis, H&R Block, General Motors, IBM, Taco Bell, Progressive Auto Insurance, John Deere, Blockbuster, IBM, La Quinta, Time Warner Cable, Deluxe Financial Services, Office Depot, Audi of America, Royal Bank of Canada, and Boston Children’s Hospital.

Carbone has lectured and has taught at many leading educational institutions including the Harvard Business School, Columbia, The Cornell School of Hospitality, Haas School at the University of California at Berkeley, Texas A&M’s Center for Retail Studies, Carlson School of Business at the University of Minnesota, Boston University, UNLV and Parsons School of Design.

Prior to starting Experience Engineering, Carbone was an advertising executive with major agencies in New York, Detroit and Minneapolis. While with Campbell-Ewald Advertising, Grey Advertising, and Manoff Geers Gross, he worked with wide array of companies including American Tourister Luggage, National Car Rental, Walt Disney World, Eastern Airlines and Howard Johnson.

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#26: A Five Step Model to Earn Customer Loyalty with Mark Slatin & Patty Soltis Mar 30, 2023

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 growth engine for businesses.

In this episode:

What does it mean to empower my clients?
Why consistency is so important for business results like referrals, retention, and cost reduction
The often underestimated cost of customer friction (and how to reduce/eliminate it)
The 5 Step Model I take to empower my clients and my “why” for serving them

Meet Mark

Above all else, I'm passionate about customer experience because I've learned that when we serve others well, we positively impact their lives and make the world a better place in the process.

I help clients by listening to them and really understanding their goals, vision, and challenges. Whether you are just launching or ready to take the journey to the next level, I leverage my "real world" experience that only comes from serving as a CX practitioner in the financial services industry.

My focus for the last decade has been leading an award-winning CX journey from launch to maturity at Sandy Spring Bank . During that time, the Bank received numerous awards including The CX Innovation Award (2X), Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.

I currently serve on the Board of Directors of the Customer Experience Professionals Association and Chair the Higher Education Subcommittee. I designed and taught a Customer Experience Management Course in Loyola University's MBA program where I held an adjunct professor position. I have served as a judge for the CX of M Awards, and have been featured in the book Chief Customer Officer 2.0 and Customer Experience Magazine.

I have been a guest on numerous industry webinars and podcasts and have been a featured speaker and panelist. Prior to my CX leadership role, I served as a management consultant for companies in a variety of industries dramatically improving their business results. I helped them craft their vision, mission, and core values in addition to designing their revenue growth strategies.I spent the first two decades of my career in sales management working for Fortune 500 companies like Boise Cascade and Standard Register. I hold a BS in Marketing from the University of Maryland, and an MBA from Loyola University Maryland.

When I'm not working, you might find me enjoying time with my kids and grandkids, tinkering with home projects, and chasing a little white ball around.

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#25: Using the Right Data To Improve Your Customer’s Experience with Sami Nuwar Mar 23, 2023

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 discuss:

The rational and emotional sides of data
Why loyalty overall has dropped and how data can reverse the trend
How AI can be used to scale up customer data in a few clicks
Why you should never rely on one metric

Meet Sami

Prior to joining Medallia, Sami led experience management programs in global B2B environments, with a diverse background that includes large telecom service & consumer goods manufacturing.

With a deep background in insights, process improvement, and governance, Sami has helped drive customer-centric transformational shifts, aligning execution toward desired experience outcomes.

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#24: The Intersection of Customer Success and Customer Experience with Adrian Brady-Cesana, CXO, CX Chronicles Mar 16, 2023

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:

Customer Success vs. Customer Experience
What’s the biggest side benefit of investing in CX?
Why is adoption so critical after a sale?
What are the unexpected benefits of connecting the dots between EX and CX?
What it means to build “team pods” to ensure customer success and attract the best employees

Meet Adrian

I have been working in Customer Experience, Customer Success, Customer Service, Sales, Marketing and Sales Operations Management and Consulting for 15+ years.

I've had the pleasure of working in New York with ACV Auctions, Hometeam, onefinestay, H.Bloom, and a plethora of other venture capital backed executive leadership teams.

I've been starting, building and scaling companies and internal customer focused teams my entire career. I've developed an in-depth understanding and appreciation for what it takes to succeed in growth phase businesses as well as the importance of understanding the power of implementing a cohesive business strategy focused on the The Four CX Pillars: Team, Tools, Process & Feedback.

Today I spend much of my time working with our amazing clients at CXC helping them optimize the Four CX Pillars within their businesses. I'm also the host of of a top 10 CX/CS Business podcast called The CXChronicles Podcast, a weekly show that interviews customer focused business leaders from across the world. Lastly I have a book on Amazon, check it out now to learn more it's called "The Four CX Pillars To Grow Your Business Now -- The Customer Experience Playbook".

Building businesses and finding new customers to serve has always been one of my greatest passions. I've started several of my own companies over the years including; RPM Marketing, Property Armor, Simply Travel, Maids of Manhattan, American Buddha Co, WNYCatering, WNYBnB & most recently CXChronicles, as well as the CXChronicles Podcast. I love building teams and working with customers, it's my favorite part of the game, hands down.

Please feel free to reach out to me today -- I'm always open to meeting and discussing new business opportunities and finding new connections for the future!

CXC Bio:

CXC believes that customer experience & success is modern selling + a team sport that must be prioritized in any business or industry as you grow and scale!

We help our growth focused clients navigate the jungle of CX/CS/RevOps by helping them optimize The Four CX Pillars: Team, Tools, Process & Feedback. We do this by working with customer facing teams to ensure that your investments in customer experience & customer success are yielding positive ROI & leading to revenue growth & retention.

CXC provides our clients with a variety of Fractional CXO & CX/CS/RevOps focused managed services including; CX Scorecard assessments, customer journey mapping, curating living playbooks & FAQs, constructing your Voice of Customer Dashboards & providing you with CXC certified leadership support by leveraging the "CX Nation" our community of over 12K+ customer focus

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#23: Why AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard Owen Mar 09, 2023

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 customer experience world.

In this episode we discuss:

The economic disparity between the 3 NPS segments
What’s the difference between AI, machine learning, and neurolinguistic programming
How can this data help companies improve their customer experience?
The evolution of customer research and why AI is a game changer

And a whole lot more.

Meet Richard:

Richard Owen

Founder and CEO

Richard Owen is one of the best-known thought leaders in the Customer

Experience industry. While CEO at Satmetrix, his team led the development

of the Net Promoter Score methodology with Fred Reichheld, which created the

most widely used approach to measuring customer experience in the

world.

Together with Dr Laura Brooks he co-authored “Answering the ultimate

question” which quickly became the “how to” guide for NPS practitioners. Richard launched netpromoter.com which was supported by over 20,000 subscribers; the NPS Certification program with over 6,000 companies taking part and a conference series that ran for 10 years and 20 conferences. Today he is the founder and CEO of OCX Cognition, a software and data science company using machine learning to create real time NPS and customer health performance data. Richard has enjoyed a 30-year career centered around the use of technology to transform business operations.

As an executive at Dell Computer Corporation, he oversaw the re- engineering of the companies supply chain operations, the growth of Dell’s consumer business in Japan and, as VP of Online, the scaling of the world’s largest electronic commerce business

of the 1990s. He has led two software companies to successful exits, with AvantGo (mobile enterprise software) achieving a public listing on the Nasdaq and Satmetrix, the cloud software co-creator of NPS, sold to NICE Systems. Richard has held several board positions in both public and private companies and has served on compensation, audit and special board committees.

An active venture investor, he most recently joined the board of Ajua, an innovative pioneer in customer data based in Nairobi, Kenya. Having lived in Japan, the UK and the USA, he is a true international business thinker and Africa is a new and exciting passion for him. Richard holds an undergraduate degree in Mathematics and Economics from the University of Nottingham, England, and an MBA From the MIT Sloan School of Management. He lives with his wife Susan in Scottsdale, Arizona.

Contact:

https://www.linkedin.com/in/richard-owen-98ba3/

https://ocxcognition.com/company/

https://www.linkedin.com/company/ocxcognition

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#22: The Do’s and Don’t of an Impactful Customer Experience Discipline with Bob Azman, CCXP Mar 02, 2023

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
Where corporate social responsibility intersects CX

Meet Bob

Bob Azman is the Chief Customer Service Officer and Consultant for Innovative CX Solutions, LLC. Innovative CX Solutions is a Customer Experience Consulting firm specializing in CX Design and Execution, Sales and Service Experience Design and Talent Development. As a Certified Customer Experience Professional (CCXP), Bob is a thought leader, practitioner, podcaster, educator, and business partner helping organizations become more customer focused and easy to do business with. Bob is an Emeritus Chair of the Board of the Customer Experience Professional Association (CXPA.org).

He is the former Vice President, Traveler Experience, Americas and Global responsible for all customer operations in Canada, the United States and Latin America as well as global sites located in Poland, Manila, Bogota, and Costa Rica as well as related experience in India and Australia. In this role, Bob transformed the customer experience for clients and travelers of Carlson Wagonlit Travel. Prior to joining CWT, Bob was Chief Experience Officer, at Avtex Consulting Solutions, LLC. In that role, he consulted with companies in a variety of industries on developing and implementing strategies to improve their overall customer experience and service operations. Bob also brings a wealth of diverse, general operations and business background as an executive at large corporations such as Thomson Reuters, Ceridian, and Deluxe Corporation.

Bob earned both his MBA and bachelor’s degrees from the University of St. Thomas in St. Paul, MN. He is an Adjunct Professor in the University of Minnesota Carlson School of Management’s Supply Chain and Operations department and at the Rutgers University School of Business Executive Education programs.

He is a frequent speaker on developing effective customer experience and service strategies at industry forums and conferences where he receives top ratings on his interactive approach and unique ability to combine academic principles with real life experiences.

Email: bob@innovativecx.com

Website: www.innovativecx.com

Podcast: https://linktr.ee/AllThingsConsideredCX

Twitter: @innovatve_cx

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#21: Winning Stakeholder Support: The “Daisy Chain Strategy” with Roxie Strohmenger, CCXP Feb 23, 2023

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-architected the CX Index™ during her 13 years at Forrester Research. She is a CX thought leader and currently serves as the Board Treasurer on the CXPA. We get into the specifics of how to transform

In this episode:

What are the first steps after taking the lead on a CX discipline?
What do you need to double down on?
What’s the Daisy Chain Strategy to build trust with key stakeholders?
How to avoid being labeled as a market researcher?

We get into the specifics of how to transform a CX practice. This episode is full of deep insights.

Meet Roxie

Roxie is a Certified Customer Experience Professional (CCXP) and the Vice President of Customer Experience Strategy for UKG, a provider of HR, payroll, and workforce management solutions with more than 14,000 employees. Recently, Ultimate Software (Roxie’s original company) merged with Kronos to become UKG. Shortly after the merger, she was promoted to her current VP role.

Roxie came to UKG from Forrester in 2018. There, she had led a customer experience practice centered around the CX Index, which she cocreated. It helped organizations diagnose their CX quality and identify how to improve their outcomes. This visibility into what drove other programs’ success helped Roxie bring in new practices that matured UKG’s program.

Roxie’s very focused on using the data to diagnose the most efficient and effective way to target resources to improve the customer experience in a way that maximizes business impact. She was recognized with the CXPA’s CX Impact Award in 2020 and now is that organization’s Board Treasurer. She was also a finalist for the CX Leader of the Year in 2020.

Reach her on LinkedIn: https://www.linkedin.com/in/rstrohmenger/

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#20: What Leaders Must do Today to Compete in the Future with Bill Staikos Feb 16, 2023

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 episode we cover:

Avoiding the survey break-fix trap
Embedding empathy into your culture
Democratizing insights throughout the enterprise
Re-thinking the ROI of CX argument
Common CX pitfalls
What to do now to prepare for the future

Bill uses a number of real world examples to support his points.

This episode is full of gems!

Meet Bill

Bill Staikos is the Senior Vice President of Industry Solutions with Medallia.

With more than 25 years in financial services and a primary focus on driving customer and employee experience excellence, Bill is a recognized client advocate with proven expertise in envisioning and executing holistic customer-centric strategies.

Staikos previously served as the Head of Customer Experience at Freddie Mac where he was responsible for the creation, execution, and measurement of the Customer Experience strategy across Freddie Mac’s $2.3 trillion single family guarantee portfolio. Prior to Freddie Mac, he was Head of Customer Experience Analytics & Strategy for Chase’s Home Lending business, and he held senior-level, global positions with Credit Suisse Group AG and American Express.

He hosts an award-winning podcast, Be Customer Led, with listeners in nearly 80 countries, and is also co-founder of Monday Mentor Meetup, a LinkedIn group dedicated to helping Customer and Employee Experience practitioners accelerate their careers.

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#19: The Blueprint for Customer Obsession with author Marbue Brown Feb 09, 2023

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 Southwest Airlines can recover from their recent troubles

Marbue Brown Bio: Marbue Brown is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. As a CX leader, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction.

He transformed the Andon Cord mechanism at Amazon.com from a primarily manually triggered to system to a primarily automated system triggered by machine learning and statistical models. The Andon Cord is one of Amazon.com’s most significant mechanisms it uses to personify its Customer Obsession culture.

Marbue devised and codified the NSAT Improvement Approach at Microsoft, which was widely used by business units to dramatically improve CX as well as international subsidiaries who won nationwide awards in the process. He co-authored seminal articles about customer experience measurements that are widely cited in industry. He is a sought after speaker and published author on customer experience, business strategy and economic policy.

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#18: Disrupting the C-Suite with Kathy van de Laar, CCXP Feb 02, 2023

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 take emotional risks with leaders

Bio Kathy van de Laar Kathy van de Laar, CCXP, works at the crossroads of customer experience and organizational development. She is founder of EarlyBridge, a bureau focused on mobilizing organizations around the customer. EarlyBridge helps organizations build the bridge between their strategy and business results. Kathy has more than 20 years of experience in people driven change. Her clients include telco’s, energy companies, insurance, FMCG and financial and insurance institutions. Before founding EarlyBridge, she held various management, leadership and consulting positions for Digitas, IBM, and KPMG in the United States and EMEA. She helps companies with customer strategy and mobilizing employees around strategy and results. Her team’s work has been recognized with multiple Dutch CustomerFirst Awards for business impact and change, and the global Change Management award from the Association of Talent Development. She is a Certified Customer Experience Professional (CCXP) and a Customer Experience Professionals Association (CXPA) board member and mentor, focused on helping customer experience professionals develop and grow in their careers.

Met vriendelijke groet, Kathy van de Laar, managing directeur, CCXP M +31 (0)6 2124 1245 EarlyBridge BV Ellermanstraat 18A, 1114 AK, Amsterdam-Duivendrecht, The Netherlands | www.earlybridge.nl

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#17: How Leaders Can Leverage Video to Improve CX and EX - Rose Bentley, CEO, Qumu Jan 19, 2023

How Leaders Can Leverage Video to Improve CX and EX - Rose Bentley, CEO, Qumu

Video in business is here to stay. The question is how to best leverage it to engage employees and customers to improve their experience?

On this episode:

Qumu CEO and President Rose Bentley shares how you can best leverage technology to make deeper connections with your employees and customers.
She shares the specific role video plays and doesn’t play in an organization
She talks about how she uses video in her role as CEO and the lessons that leaders can learn to improve effectiveness and engagement

Rose Bentley

Rose Bentley is responsible for overseeing global operations and implementing the strategic growth plan for Qumu. Her experience and leadership most recently at Teradata and Cisco have been focused on developing and partnering to deliver technology-driven business solutions and services, optimizing go-to-market performance, providing a seamless customer experience, and driving profitable revenue growth.

Qumu

Qumu Video Engagement Platform is a SaaS-based enterprise video technology that helps globally distributed enterprises create, control, deliver, experience and analyze live and recorded video at scale. It drives greater context and connection in communications with employees, customers and partners in the modern workplace, one that is highly distributed and diverse.

https://qumu.com/about/

Read Rose Bentley’s Vivid Vision and learn more about Qumu

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#16: Pt. 2 - Measuring and Managing Customer Loyalty in a Digital World with Rob Markey, Bain & Co. Jan 12, 2023

Part 2 of 2

Predictive NPS - How Loyalty Measurement is Changing with Rob Markey

A powerful, insightful, revealing interview so packed with gems that I had to break it into two parts!

Rob Markey is the Co-Inventor of the Net Promoter System and the Co-Author of The Ultimate Question 2.0.

In Part 2 (this episode):

We discuss:

Rob’s definition of customer experience
The impact of digital transformation on CX
Why and how NPS will still play a role despite the emergence of technology
The evolution of NPS in a digital world
Is it moral and ethical to treat every customer the same? (hint - his answer may surprise you!)

Rob Markey Bio

Has led dozens of successful customer-centric transformations at large, global companies
Creator of Bain’s approach to customer-centricity
Introduced Earned Growth through Customer Value Management in “Are You Undervaluing Your Customers,” Harvard Business Review, Jan-Feb 2020
Co-inventor of the Net Promoter System; co-author The Ultimate Question 2.0; Leader of Bain’s NPS Loyalty Forum
Founder of Bain’s Customer Strategy and Marketing practice
30+ years at Bain
MBA, Harvard; BA, Brown
Ran 7 marathons and aspires to complete all the world majors by 2024
And by the way, happens to host his own podcast, The Net Promoter System Podcast

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#15: Pt. 1 - The Room Where It Happened: The Net Promoter Backstory with Rob Markey, Bain & Co. Jan 05, 2023

Rob Markey on the Delighted Customers Podcast Part 1 of 2

What would you expect from one of the top CX thought leaders in the world?

A powerful, insightful, revealing interview so packed with gems that I had to break it into two parts!

Rob Markey is the Co-Inventor of the Net Promoter System and the Co-Author of The Ultimate Question 2.0.

In Part 1 (this episode):

We discuss:

Loyalty levers to pull in a down economy How loyalty leaders can excel in a recession Why Rob initially rejected a single question to measure customer loyalty? This misinterpretation of Net Promoter Score Why that one question was selected as the right question to measure customer loyalty

Rob Markey Bio

Has led dozens of successful customer-centric transformations at large, global companies Creator of Bain’s approach to customer-centricity Introduced Earned Growth through Customer Value Management in “Are You Undervaluing Your Customers,” Harvard Business Review, Jan-Feb 2020 Co-inventor of the Net Promoter System; co-author The Ultimate Question 2.0; Leader of Bain’s NPS Loyalty Forum Founder of Bain’s Customer Strategy and Marketing practice 30+ years at Bain MBA, Harvard; BA, Brown Ran 7 marathons and aspires to complete all the world majors by 2024 And by the way, happens to host his own podcast, The Net Promoter System Podcast

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#14: From Hopkins Researcher to CX Pro - Brittany Knox, Blue Cross Blue Shield of Michigan Dec 29, 2022

I caught up with Brittany Knox at MSU’s CXM 360 Conference. Brittany is a graduate student in MSU’s Masters of Science in Customer Experience Management. She’s also a Project Consultant at BCBS of Michigan.

In this episode, she shares:

The benefits of walking in the shoes of the employee who is serving BCBS members

The importance of looking at customer pain points holistically to determine root causes

Why she was led to background enroll in the MSU CXM program although she was a researcher at Johns Hopkins

Brittany Knox

Brittany Knox is a Michigan State University graduate student in the inaugural cohort for the Customer Experience Management program; however, she is not a novice in the CX field.

For the past six years, she has been obsessed with the customers of Blue Cross Blue Shield of Michigan. As a consultant, her primary focus is tracking and reporting key initiatives that make a significant impact on the customer experience. Prior to that, she coordinated research studies in asthma, ovarian cancer, and autism.

Brittany is passionate about helping minority owned businesses deliver on their brand’s promise.

Through CX, she’s able to tap into her superpower -- connecting with the customer through empathy and building an employee culture that supports the company’s customer experience goals.

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#13: The Role of Perception and Expectations in Customer Experience, Gary David, PhD, Bentley University Dec 22, 2022

The Role of Perception and Expectations in Customer Experience

This episode is definitely different!

Gary David, PhD, is a professor of sociology and a conversational analyst.

On this episode:

What his dissertation research at an immigrant-owned liquor store in downtown Detroit taught him about making emotional connections despite contentious social constructs
We take a look at the role expectations play in the customer experience and how those expectations are not just formed by a customer’s experience with your brand.
We look at “the collective,” how our experience gets shaped differently when we experience things with others.
We consider Gartner’s definition of customer experience that underscores the importance perceptions and feelings play in CX. Gary has a slightly different spin on that.

A fascinating episode that will definitely provide some new learnings.

Meet Gary

Gary David is a Professor of Sociology and Experience Design at Bentley University. He also is a professional speaker and consultant focusing on creating workplace communities and connected environments, DEI & Belonging, and experience design and alignment. He is co-host of Experience by Design podcast, where he and co-host Adam Gamwell “explore experience designs of all kinds.” He also livestreams on Twitch as “ProfessorEXP”, where he leads discussions on current events, culture, business, digital entertainment, and design.

https://www.experiencexdesign.com/episodes

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#12: ITMs: Virtual, with a Human Touch, Carla Higgins, SVP, Director of CX, CNB Bank Dec 15, 2022

Carla Higgins has made a career in the banking industry and held many positions. She knows banking from the inside out.

Today we talk about the evolution of banking and how Covid accelerated the rollout of ITM’s and how they may be a cost effective alternative to the traditional brick and mortar model.

She breaks down the Interactive Teller Machines:

What problem do they solve?
How can they improve the customer experience?
How can they reduce operating costs?
What resistance did she experience?
And the question burning in everyone’s mind - is there actually a bank branch in Punxsutawney, PA or is that just a rumor some groundhog made up?

Meet Carla

Ms. Higgins joined ERIE BANK as a Community Office Assistant Manager in July 2006 and has since held positions as Community Office Manager, AVP/Regional Administrator and AVP/Commercial Lender prior to accepting the newly created position of CNB AVP/Quality Assurance Manager, for all divisions of CNB Bank, in September 2017. She was promoted to VP/CX-Quality Assurance Manager in June 2018, and SVP/Multi-Experience in October of 2021. As SVP/Multi-Experience, Ms. Higgins oversees bank-wide strategic initiatives based on client and employee experiences. In addition, her early Client Experience accomplishments include the establishment of Multi-Experience Customer Service Center and service metrics, implementation of call recording, bank-wide phone conversion, live chat enhancements, ITM (Interactive Teller Machine) integration, implementation, deployment and adoption strategies, and ongoing ITM initiatives. Raised in Erie, PA, Ms. Higgins is a graduate of Mercyhurst Preparatory School, earned her B.S. in Business Administration with a focus in Marketing from Edinboro University, and her M.B.A from Gannon University. She is also a 2017 graduate of CNB Financial Corporation’s Leadership Institute. She volunteers her time serving the Erie community on the Board of Directors as Chair for VisitErie, Board of Trustees Secretary for Mercyhurst Preparatory School, and a School of Business Advisor for Edinboro University. Connect on LinkedIn: https://www.linkedin.com/in/carla-higgins-301261195/

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#11: Demystifying the Human Experience, Bruce Temkin, Head of the XM Institute Dec 08, 2022

Today I talked to Bruce Temkin, speaker, thought leader, and a customer experience legend.

Bruce co-founded the Customer Experience Professionals Association in 2011 and currently serves as the Head of the XM Institute.

Bruce shared his thoughts on some important topics that can help empower your customer experience efforts:

Bruce’s transition from submarine engineer to CRM researcher at Forrester and the early days of the customer experience movement.
A true story of Bruce enlightening two Australian retail executives on why CX is a must despite their current success.
The ROI of CX explained philosophically and pragrmatically-
Common pitfalls of CX leaders
Demystifying this relatively new term: Human Experience

Meet Bruce

Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world master XM and is also building a global community of XM professionals who are radically changing the human experience. Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters. Bruce has a mechanical engineering degree from Union College and a master’s in management from the MIT Sloan School of Management.

Qualtics XM Institute

https://www.xminstitute.com/team/bruce-temkin/

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#10: Breaking Down Departmental Silos to Improve CX - Risa Lovell, Farm Credit Insurance Dec 01, 2022

Risa Lovell, Director of Property and Casualty Customer Service at Farm Bureau Insurance joins us from the MSU Hotel and Conference Center at the first in-person episode of The Delighted Customers Podcast.

Risa shares some helpful insights:

How Farm Bureau Insurance lives their mission to give back to the community
How she broke down silos and looked through the customers lens to improve CX in the contact center
Why she chose to pursue her Masters of Science in Customer Experience Management at MSU

Risa Lovell

Risa Lovell is a servant leader driven by her passion for the employee and customer experience. She is currently the Director of Property and Casualty

Customer Service for Farm Bureau Insurance of Michigan. She is a graduate student in the inaugural Customer Experience Management Master’s Degree

program at Michigan State University. Her goal is to create a frictionless and sincere customer experience while adding value and purpose for the employee.

In her personal time Risa enjoys camping with her family, cooking, baking, playing guitar and watersports.

You can reach her on LinkedIn:

https://www.linkedin.com/in/risa-lovell-1962b350/

Thanks for listening to the Delighted Customers Podcast

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#9: Pt. 2 - Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of Wharton Pt. Nov 06, 2022

This episode is part 2 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, Dr. Peter Fader. We will talk about how his new book may revolutionize the way Wall Street looks at what a company is actually worth based not on traditional financial metrics alone but the overall health of it’s customers. At some companies, it’s already starting to happen.

He challenges leaders who spend countless hours looking at traditional financial statements without understanding the health of their customer base. In this episode we will break down The Customer Base audit with real world examples from his book and from my experience as a CX practitioner and other practical applications. I hope you will keep an open mind as we dive into some groundbreaking concepts that could change the way organizations think about their business.

Meet Peter Peter Fader is the Frances and Pei-Yuan Chia Professor of Marketing at The Wharton School of the University of Pennsylvania. His expertise centers around the analysis of behavioral data to understand and forecast customer shopping/purchasing activities. He works with firms from a wide range of industries, such as telecommunications, financial services, gaming/entertainment, retailing, and pharmaceuticals. Managerial applications focus on topics such as customer relationship management, lifetime value of the customer, and sales forecasting for new products.

Much of his research highlights the consistent (but often surprising) behavioral patterns that exist across these industries and other seemingly different domains. In addition to his various roles and responsibilities at Wharton, Professor Fader co-founded a predictive analytics firm (Zodiac) in 2015, which was sold to Nike in 2018. He then co-founded (and continues to run) Theta to commercialize his more recent work on “customer-based corporate valuation.” Fader is the author of “Customer Centricity: Focus on the Right Customers for Strategic Advantage” (2020) and co-authored “The Customer Centricity Playbook” with Sarah Toms (2018). A third book, “The Customer-Base Audit,” will be published in Fall 2022. He has won many awards for his research and teaching accomplishments. Among these achievements, he was named by Advertising Age as one of its inaugural “25 Marketing Technology Trailblazers” in 2017, and was the only academic on the list. The Customer-Base Audit

The First Step on the Journey to Customer Centricity

Peter Fader, Bruce Hardie, and Michael Ross As a leader in your organization, you will be very familiar with your organization’s key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures. But how much time have you spent reflecting on the fact that these revenues are generated by actual customers—the people who pull out their wallets and pay for your products and services? In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers’ buying behavior as well as the health of your overall customer base.

To order the book: https://www.amazon.com/Customer-Base-Audit-Journey-Customer-Centricity/dp/1613631618

Contact me if: - You have feedback you'd like to share about the podcast - You would like to be a guest on the show - You would like to book me on your show Email me at mark@empoweredcx.com

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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

This episode is part 1 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, at the University of Pennsylvania, Dr. Peter Fader. We will talk about how his new book may revolutionize the way Wall Street looks at what a company is actually worth based not on traditional financial metrics alone but the overall health of it’s customers. At some companies, it’s already starting to happen.

He challenges leaders who spend countless hours looking at traditional financial statements without understanding the health of their customer base.

In this episode we will break down The Customer Base audit with real world examples from his book and from my experience as a CX practitioner and other practical applications. I hope you will keep an open mind as we dive into some groundbreaking concepts that could change the way organizations think about their business.

Peter Fader's Bio

Peter Fader is the Frances and Pei-Yuan Chia Professor of Marketing at The Wharton School of the University of Pennsylvania. His expertise centers around the analysis of behavioral data to understand and forecast customer shopping/purchasing activities. He works with firms from a wide range of industries, such as telecommunications, financial services, gaming/entertainment, retailing, and pharmaceuticals. Managerial applications focus on topics such as customer relationship management, lifetime value of the customer, and sales forecasting for new products.

Much of his research highlights the consistent (but often surprising) behavioral patterns that exist across these industries and other seemingly different domains.

In addition to his various roles and responsibilities at Wharton, Professor Fader co-founded a predictive analytics firm (Zodiac) in 2015, which was sold to Nike in 2018. He then co-founded (and continues to run) Theta to commercialize his more recent work on “customer-based corporate valuation.”

Fader is the author of “Customer Centricity: Focus on the Right Customers for Strategic Advantage” (2020) and co-authored “The Customer Centricity Playbook” with Sarah Toms (2018). A third book, “The Customer-Base Audit,” will be published in Fall 2022.

He has won many awards for his research and teaching accomplishments. Among these achievements, he was named by Advertising Age as one of its inaugural “25 Marketing Technology Trailblazers” in 2017, and was the only academic on the list.

The Customer-Base Audit

The First Step on the Journey to Customer Centricity

Peter Fader, Bruce Hardie, and Michael Ross

As a leader in your organization, you will be very familiar with your organization’s key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures. But how much time have you spent reflecting on the fact that these revenues are generated by actual customers—the people who pull out their wallets and pay for your products and services?

In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers’ buying behavior as well as the health of your overall customer base.

To order the book:

https://www.amazon.com/Customer-Base-Audit-Journey-Customer-Centricity/dp/1613631618

Contact me if:

You have feedback you'd like to share about the podcast
You would like to be a guest on the show
You would like to book me on your

Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast

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#7: Delivering Happiness 2.0 with Alex Genov, Head of Customer Research at Zappos Oct 20, 2022

Delivering Happiness 2.0 - Behind the Scenes Look at Zappos with Head of Customer Research, Alex Genov

In 2009, Amazon bought a start up shoe company that broke the mold by selling entirely over the internet .

It differentiated solely on customer service. The legendary stories of their obsession with #DeliveringHappiness (CEO Tony Hsieh's bestseller) shifted paradigms.

Amazon paid for $2.1billion for Zappos.

Zappos is very much thriving today and poised for the next stage of its adventure.

Join us for a fascinating peek into the world of innovation and "meaningful culture" in this episode with speaker, author, PhD, and wicked smart...

Alex Genov, Head of Customer Experience Research, as he shares: - Reflections of working with the legendary CEO, the late Tony Hsieh .- Developing a culture of meaning. -Zappos' scrappy beginnings and how that translated to results down the road - The shift that's Zappos is undergoing right now from customer. service excellence to customer experience excellence - Zappos adaptive, which underscores Zappos is commitment to diversity and inclusion. - His new book called, Forget the Customer, See the Person.

All that and a sneak preview into a little standup comedy from Alex, which should be a lot of fun. : )

Meet Alex

Alex Genov, Head of Customer Experience Research, Zappos.com

Alex is an experienced customer research professional who applies his Experimental Social Psychology background and his passion for research, design, and innovation to solving important customer and business problems. His professional goal is to help teams create remarkable products and services which make people's lives easier and more enjoyable.

Currently Alex is leading Customer Research for the Zappos Family of Companies. In previous positions, he was responsible for research and usability of the products and services for companies like TurboTax (Intuit), State Farm Insurance, and the Active Network. Alex has a PhD in Experimental Social Psychology and over 25 years of relevant experience – 5 years of academic research and over 20 years of customer research in the software industry.

Alex’s areas of expertise include: defining and measuring emotions, the psychology of individual differences, usability, market research and consumer segmentation, customer experience research and strategy.

Here's a link to his new book:

Forget the Customer, See the Person: A business guide to deeper customer empathy in uncertain times and beyond

https://www.amazon.com/Forget-Customer-See-Person-uncertain/dp/B0B14MBQRZ

Contact me if:

You have feedback you'd like to share about the podcast
You would like to be a guest on the show
You would like to book me on your show

Email me at mark@empoweredcx.com

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#6: Gaining Executive Support & CXPA Benefits with Board Chair Nancy Porte Oct 13, 2022

In celebration of CX Week this episode features Nancy Porte, Chair, Board of Directors, CXPA.

Nancy discusses 3 important topics:

1. Why gaining the support of executives is critical and how you might go about achieving that.

2. Why CX professionals and those considering the profession might want to join the Customer Experience Professionals Association.

3. On a more personal note - Nancy shares her work in support of disadvantaged children and teens where she serves on the Board of the Children's Village. She also talks about how she applies customer experience principles to help operationalize CX. Meet Nancy Nancy is an Executive leader experienced in building corporate revenue through a loyal and reference-able customer base. Expert in developing Voice of the Customer programs, transforming organizations and increasing satisfaction and loyalty through differentiated customer experience. Experience in Board of Director membership and leadership including professional association and community organizations. Certified Customer Experience Professional (CCXP). Nancy is the immediate past-Chair of CXPA.

Contact me if:

You have feedback you'd like to share about the podcast
You would like to be a guest on the show
You would like to book me on your show

Email me at mark@empoweredcx.com

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#5: Designing Digital Transformation to Improve CX with HP's Jaya Sudarshan Sep 29, 2022

The race to digital transformation was accelerated by the pandemic. Many organizations have invested time and money and have little to show for it. Jaya Sudarshan shares the secret to blending the right combination of digital improvements to an improved customer experience.

She also emphasizes the importance of designing experiences with an awareness of different country cultures. From the difference in dust levels, electricity portals, and personal applications, she shares how experience design plays out at HP.

Jaya also shares her mountaintop moments and pothole realities that help appreciate the journey of delivering outstanding experiences consistently.

Meet Jaya

Jaya currently leads customer experience initiatives for the CS F&C organization across Greater Asia and India. She has been with the HP family (HP/HPE/HPI) throughout her 18 year old career.

She serves as a Board member for the Global Customer Experience Professionals Association (CXPA) - a non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession. A passionate Inclusion & Diversity advocate, she has holds office as the communication chair for the global CS F&C DEI council. As a certified #IamRemarkable facilitator, she furthers her volunteering efforts towards building a better, inclusive world. During her free time she enjoys travel, food and books!

Jaya can be reached by email at jayalakshmi.sudarshan@hp.com .

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You have feedback you'd like to share about the podcast
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Email me at mark@empoweredcx.com

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#4: Building Trust with Key Stakeholders - Author Charles H. Green Sep 22, 2022

Trust.

Isn't that one of those soft, touchy-feely words?

In today's word of digital transformation, isn't people skills so...yesterday?

From someone who walked the walk as a CX practitioner, one of the most critical skills is the ability to influence - without positional power.

The ability to build trust with key stakeholders is a golden asset for any business leader but it's essential for a CX or EX leader!

How Do You Build Trust with Key Stakeholders?

My guest on this episode of the Delighted Customers Podcast, Charlie Green, knows a thing or two about building trust - he should, he wrote the book on it.

Here are just a few of the benefits that trusted advisors enjoy. CX Leaders can expect their key stakeholders will:

1. Reach for your advise 2. Be inclined to accept and act on your recommendations 3. Bring you in on more advanced, complex, strategic issues 4. Share more information that helps you help them

Meet Charlie

Charles H. Green is an author, speaker and world expert on trust-based relationships and sales in complex businesses.

Founder and CEO of Trusted Advisor Associates, he is the author of Trust-based Selling, and co-author of The Trusted Advisor and the Trusted Advisor Fieldbook. He has worked with a wide range of industries and functions globally. Charles works with complex organizations to improve trust in sales, internal trust between organizations, and trusted advisor relationships with external clients and customers.

Charles spent 20 years in management consulting. He majored in philosophy (Columbia), and has an MBA (Harvard).

A widely sought-after speaker, he has published articles in Harvard Business Review, Directorship Magazine, Management Consulting News, CPA Journal, American Lawyer, Investments

Contact me if:

You have feedback you'd like to share about the podcast
You would like to be a guest on the show
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Email me at mark@empoweredcx.com

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Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

#3: Engaging Employees for Outstanding Customer Experiences with Stacey Nevel, CCXP Sep 08, 2022

In this episode, my guest Stacey Nevel gives practical tips on how to engage employees and avoid some of the most common mistakes that negatively impact employee engagement.

Have a clear purpose and align your team to that mission is the first step. She provides illustrations of how to do that and steps that winning organizations take to ensure congruence between corporate strategy and how it's lived in the organization's culture.

Ultimately, engaged employees drive customer loyalty, retention, profitability, forgiveness, and referrals.

She also shares an interesting story about how linemen in a utility company were out of alignment with that mission and how that impacted the impact on their clients.

Join us for some fresh perspectives from the Vice President of Voice of the Customer at the rock, Prudential Financial.

Meet Stacey

Stacey is a seasoned Customer Experience (CX) professional with over 25 years of experience designing and managing customer and employee feedback programs. She has a background in CX feedback measurement and management within client-side financial services and insurance companies as well as vendor-side CX technology and consulting providers. Throughout her career she has sought to better understand and share the linkages between VOC, VOE and operational metrics to positively impact the customer experience, customer loyalty and product usability. Stacey holds a B.S.B.A. in Marketing from Georgetown University as well as CCXP, CEM and NPS® industry certifications.

CURRENT ROLE

Currently, Stacey is serving as the Vice President, Voice of the Customer, where she oversees the strategy, methodology and competitive benchmarking of the US VOC program while also service as a senior relationship lead for 3 key business units. Since joining Prudential she has worked to develop a comprehensive Voice of the Customer (VoC) research strategy that supports a continuous cycle of listening, analyzing, action planning and monitoring, partner with Customer Experience (CX) leaders and teams on the design, measurement framework, analysis, synthetization and socialization of customer and evangelize the importance of democratizing customer feedback data to enable timely close loop processes and targeted employee training that drives customer-centricity. In addition to her role at Prudential, Stacey also serves on the board of the Customer Experience Professionals Association (CXPA) and as chair of the CCXP Advisory Committee.

BEFORE PRUDENTIAL

Prior to joining Prudential Stacey was the Director, CX Consulting for Confirmit Inc., where she grew the Confirmit CX practice through thought leadership and strategic consulting to scope, design and sell customer experience feedback programs to prospective and current North American clients. In 2017 alone, she participated in over 15 speaking opportunities spanning broad CX and industry specific events. She also authored Confirmit’s internal methodology document and co-authored their CX maturity model, client onboarding process, and empathy and customer-journey mapping processes. Prior to Confirmit, Stacey has accumulated a wealth of CX and VOC knowledge from her experiences with major platform providers and agencies, including Allegiance, Satmetrix, Vovici, and CustomerSat.

FIRST CAREER ROLE

Citibank, N.A., Manager, Client Satisfaction and Support. Stacey managed the monthly survey and mystery shopping programs for the New York retail bank market for five years. She was the recipient of the Service Excellenc

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#2: Design Thinking with Diane Magers, CCXP Sep 01, 2022

Customer friction can lead to customer defection. Often, companies attempt to fix their customer's pain with a short term solution. Diane defines design thinking and why it's a different approach that starts with putting your customer in the center.

She also shares what led her from a career as a clinical psychologist, supporting those dealing with death and dying, into the world of customer experience management.

What caused her to career to change trajectories may surprise you.

Meet Diane Diane Magers, CCXP (Certified Customer Experience Professional), MS, MBA

She's the Founder and CEO of Experience Catalysts.

Passionate experience transformation executive and change agent. Sherpa for new and developing experience-obsessed organizations. Thought leader and innovator for engaging associates, customers, and partners. Believes sustainable change requires embedding customer and experience capabilities into all parts of an organization.

Skilled in creating Experience Management business value and systematically changing organizations to align around experience and drive financial impact. She specializes in enabling brands with skills and competencies like design thinking, journey management, and value mapping to drive sustainable shifts in how organizations work to achieve results. Over 25 years of transforming experiences working in and with brands such as Sysco, AT&T, State Farm, Dale Carnegie, CommScope, Invisalign, Ciena, Freeman, Cisco, and Sodexho.

Diane is the Emeritus Board Chair and recent CEO for the Customer Experience Professionals Association, speaks and conducts workshops all over the world to help transform Experience Management strategy into action. She has a very unique background…earned an MS in Clinical Psychology and an MBA. She is a Certified Customer Experience Professional (CCXP) and holds certifications in Voice of Customer, Customer Experience Management, Net Promoter Score, and CX Design, and Innovation LUMA certified.

Contact me if:

You have feedback you'd like to share about the podcast
You would like to be a guest on the show
You would like to book me on your show

Email me at mark@empoweredcx.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

#1: From Impressed to Obsessed - Author Jon Picoult Aug 25, 2022

Jon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans. Excellence is never an accident. Jon brilliantly pulls the curtain back on proven methods to fundamentally change the way you think about creating a successful, beloved business.

Jon Picoult shared practical and proven principles from his new book From Impressed to Obsessed in this episode. We talk about real world challenges for CX leaders and what cognitive science implies about where organizations go wrong and what leaders can do about it.

Meet Jon

Jon Picoult helps companies impress their customers and inspire their employees, creating “raving fans” that drive business growth. He is the founder of Watermark Consulting and a noted authority on customer and employee experience. A sought-after business advisor and public speaker, Jon’s insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Fortune, and Forbes.com (where he is a regular contributor). 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 new book, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans” (McGraw-Hill, Nov. 2, 2021), which debuted as an Amazon #1 New Release and has 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). Jon has advised the C-suite at some of the world’s foremost brands, including companies such as AT&T, Allstate, ADT, Generali, and Becton Dickinson. He’s helped these and other organizations capitalize on the power of loyalty – both in the marketplace and in the workplace. Prior to establishing Watermark in 2009, Jon held senior executive roles at Fortune 100 companies – 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 insurance and investment firm. Jon received his A.B. in Cognitive Science from Princeton University and his M.B.A. in General Management from Duke University. Learn more at Jon’s website: https://watermarkconsult.net/

Contact me if: - You have feedback you'd like to share about the podcast - You would like to be a guest on the show - You would like to book me on your show Email me at mark@empoweredcx.com

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Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Trailer Aug 18, 2022

The Delighted Customers Podcast trailer describes who the show is for (business leaders and CX leaders) and how it can help listeners delight their customers to achieve sustainable growth...consistently.

You can get all the podcast episodes at Empoweredcx.com/podcast.

https://www.empoweredcx.com/podcast

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