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The Delighted Customers Podcast with Mark Slatin

Podcast The Delighted Customers Podcast with Mark Slatin
Mark Slatin | The Agile Brand
Welcome to the Delighted Customers Podcast, your go-to resource for practical insights and thought leadership in enhancing customer experiences. Recently ranked...

Available Episodes

5 of 127
  • #121 Achieving Value Realization with a CX Toolkit
    Brad Smith, CCXP, who brings his extensive experience from working with major companies like Symantec, Yahoo, and Sage. Mark and Brad delve into the future of customer experience (CX) management and explore a variety of valuable tools that can be applied to enhance CX. Brad shares actionable insights on hidden value, value realization versus value erosion, and introduces the concept of value mapping. He also discusses the importance of having a clear brand promise and how it plays a crucial role in delivering a cohesive customer experience. Key topics covered in this episode include: The importance of leveraging a comprehensive CX toolkit, including techniques like empathy maps, journey maps, and value mapping. A detailed discussion on identifying and unlocking hidden value within a company by examining areas with high customer traffic, and differentiating between value realization and value erosion. A fascinating case study on Brad's work with AARP, showcasing how to diagnose and rectify systemic issues that lead to customer churn and operational inefficiencies. The concept of value mapping, its significance, and how it helps in uncovering friction points in customer experiences. The critical role of brand promises and how they should guide every interaction to ensure consistency and memorability. Insights into the symbiotic relationship between marketing and CX in delivering on the brand promise. Meet Brad Brad has had the privilege of leading organizations in their customer-centric transformation at Symantec, Yahoo!, and Sage as their CCO/CMO. Across his 30+ years of leadership, Brad has led global support and service functions for Oracle, Openwave, and Verisign as well as small start-ups. Leveraging decades of experience and insights gained from over 50 client engagements, he knows how to quickly identify, unlock and realize the trapped value concealed across any organization. Currently, Brad is the President & Chairman of the Board of the Consortium for Service Innovation and through the work of the Consortium, has helped 100’s of customer service organizations innovate better business models to deliver deep value to their customers while better engaging their employees to grow their businesses. He is also one of their recognized Innovators. Brad is also a Co-Founder and Tribal Advisor at TribeCX Ltd, an alumni member of the Forrester Chief Customer Executive Council, and the Chief Customer Officer (CCO) council, and a alumni Board Member (2018-2021) & recognized Innovator of Customer Experience Professional Association (CXPA). He is also a Certified Customer Experience Professional (CCXP). He is a recognized thought leader in the Customer Experience and Service Innovation space and has published dozens of articles for various online publications including Forbes, New York Times, Fox Business, and Entrepreneur. He is a frequent keynote speaker across the CX and Customer Service industries. Brad is home based in Irvine CA and is the Founder/President of Vector Business Navigation, Inc. – A customer experience/customer success transformation consulting provider - committed to mentoring inspired leaders to successfully navigate their CX ecosystems since 2015. You can learn more about Brad here: All things CX Considered Podcast with Bob Azman The Conversational Podcast with Julie Roehm Reasoned Podcast with Sabrina Meditz
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  • #121 Understanding Customer Value
    I'm thrilled to host Dr. Maxie Schmidt, a principal analyst at Forrester's Customer Experience Practice. Maxie is a global thought leader in CX measurement and value for customers, and she dives into the significance of customer value metrics. From how companies can effectively measure what their customers truly value, to the intricacies of trust and co-creation, Maxie offers unparalleled insights that are sure to challenge conventional thinking and provide actionable strategies for CX leaders. This conversation stands to be invaluable for anyone eager to foster stronger customer relationships and drive business success through customer-centric strategies. Why You Should Listen: Learn about innovative approaches to measuring customer value. Understand how to build trust and maintain customer loyalty. Discover ways to co-create value with your customers. Gain actionable insights from a leading expert to elevate your customer experience strategies. Key Questions: What are customer value metrics, and why has measuring them been a challenge for companies? Maxie provides a foundational understanding of customer value metrics and sheds light on common misconceptions in current measurement practices. Can you explain the concept of co-creation of value with customers and provide practical examples? Maxie explores the co-creation of value by using real-world scenarios, emphasizing the importance of customer engagement and mutual value generation. What specific steps can companies take to better measure the value that customers perceive they are getting? She discusses methodologies and strategies businesses can implement to accurately gauge the perceived value from the customer's perspective. Why is it crucial for companies to understand their role in the customer's value network, and how can they identify where they should play? Maxie elaborates on the need for companies to identify the right touchpoints in the customer journey, backed by examples like DBS and AARP, to ensure they are adding genuine value. Tune in to this episode for a transformative conversation that promises to enhance your approach to customer experience and business growth. Forrester Articles on Value: How we define value: https://www.forrester.com/blogs/value-for-customers-a-60-second-look-at-the-top-11-driver-categories/ https://www.forrester.com/blogs/three-truths-about-value-for-customers-hint-you-cannot-deliver-it/ Deeper dive into why companies cant “deliver” value: https://www.forrester.com/blogs/the-customer-is-neo-not-you/ And here a recent piece on journeys and value: https://www.forrester.com/blogs/energize-your-journey-portfolio-optimize-journey-value-for-customers-and-the-business/ Meet Maxie! Maxie Schmidt VP, Principal Analyst Forrester Dr. Maxie Schmidt is a principal analyst in Forrester’s customer experience (CX) practice. She leads Forrester’s research on CX measurement and value for customer. In her role, she advises leaders on how to build effective CX measurement programs, make the case for CX, and cocreate value with customers. Maxie is a frequent keynote speaker at conferences and leads CX workshops at events. Previous Work Experience Before joining Forrester, Dr. Schmidt was a management consultant at Simon-Kucher & Partners. She led global engagements with firms across industries to improve products and pricing and to design pricing processes and governance. Prior to that, Maxie was an assistant professor of services management at the School of Business in Ingolstadt, Germany. Education Maxie earned her doctorate and taught as the chair of service management at the School of Business in Ingolstadt, Germany. She was awarded an Emerald Literati Best Paper Award for research on the frustration that customers experience in loyalty programs. She also published a book on optimizing the quality of customer interactions in contact centers.
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  • #120 Strategies for Integrating AI in CXM from a Marketing Legend
    When you think of combinations who comes to mind? 👉 Jobs and Wozniak? 👉 Proctor and Gamble? 👉 Hewlett and Packard? When it comes to customer experience and one-to-one marketing, hands down, it's Don Peppers and Martha Rogers. They are the individuals behind the Peppers and Rogers brand. Don has authored or co-authored eleven different business books, collectively selling more than a million copies in 18 languages.  In 2022 Peppers and Rogers released the greatly revised and updated Fourth Edition of their graduate-level textbook and desk reference, Managing Customer Experience & Relationships (Wiley, 2022). I had the chance to pick Don's brain about the intersection of AI and customer experience management. It was a lesson in how to think about the value customers expect and the value companies desire. There were so many powerful insights including: 👉 Transforming Customer Interactions with AI: Don highlighted how AI, especially generative AI, can revolutionize real-time, individualized customer interactions by analyzing emotional sentiment and providing empathetic, immediate responses. 👉 Rethink Success Metrics: Don emphasized the importance of measuring success through customer-centric metrics like customer lifetime value (CLV) and proposed the innovative concept of 'Return on Customer (ROC)' as a more accurate gauge of business performance over traditional Return on Investment (ROI). 👉 Fostering Trust for Long-term Value: A significant part of his message was about building trust with customers. Don stressed that maximizing customer value inherently requires businesses to always act in their customers’ best interest, nurturing trust and long-term relationships. Don's vision and experience provide a roadmap for leveraging AI in creating truly personalized customer experiences. For more pearls of wisdom from Don Peppers, tune into the full episode of the Delighted Customers Podcast! Meet Don Peppers During the course of his career, Don has authored or co-authored eleven different business books, collectively selling more than a million copies in 18 languages.  His first book, The One to One Future: Building Relationships One Customer at a Time (Doubleday, 1993), coauthored with business partner Martha Rogers, kick-started the Customer Relationship Management discipline (“CRM”), which has evolved over the years into the “customer experience” field.  This is near and dear to my heart because I’ve had the blessing to teach customer relationship management at Michigan State in the first CXM Masters Degree program in North America.   So you’ll have to understand, this is an extra special episode for me. To have the Tom Brady, the Wayne Gretzky, the Babe Ruth, and the Michael Jordan the GOAT on the show is a big deal. Finally, In 2013 Don and Martha were inducted into the Data & Marketing Association’s Hall of Fame, along with their business colleague Seth Godin (Don wrote the foreword for Godin’s 1998 breakthrough book Permission Marketing).  In 2022 Peppers and Rogers released the greatly revised and updated Fourth Edition of their graduate-level textbook and desk reference, Managing Customer Experience & Relationships (Wiley, 2022). As an Adjunct Professor of Marketing at Menlo College, Don teaches from this very textbook, and when time permits he Harvard Business Review articles: World Class Bull (May 2009), an HBR Case Study commentary, with Martha Rogers Is Your Company Ready for One-to-One Marketing? (Jan-Feb 1999), with Martha Rogers and Bob Dorf Do You Want to Keep Your Customers Forever? (Mar-Apr 1995), with Martha Rogers and B. Joseph Pine II    
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  • #119 The Impact of Partnerships on Customer Experience
    'Duh' was a common phase when I was an adolescent.  Kids used it in a not-so-nice way to let the other person know that what they were stating was obvious.  In all of my years in customer experience management, it never occurred to me to consider the impact of partnerships on CX. If you think about it, it's a 'duh.' On today's show, I'm excited to introduce Theresa Caragol, who has authored  Partnering Success: The Force Multiplier to Achieve Exponential Growth. Theresa shares powerful insights on how to move beyond “random acts of partnering” and build intentional strategies that drive meaningful business outcomes. We explore Achieve Unite’s three-part framework—talent development, ecosystem strategy, and profitable growth programs—and its role in fostering successful partnerships. Other key topics include: Why strategic partnerships are essential to delivering exceptional customer experiences. Common misconceptions leaders have about partnerships and how to uncover gaps in their strategies. The concept of “partner lifetime value” versus “customer lifetime value” and the unique benefits of prioritizing it. Tune in to learn how to create partnerships that not only fuel growth but also elevate your customer experience to the next level! Show Notes: 2025 Partnering Trends: https://www.linkedin.com/pulse/2025-partnering-success-trends-theresa-caragol-bc7mf/?trackingId=O%2F4Y2pViSJa%2BFsYtopOTpw%3D%3D Link to what we would tell our younger selves: https://www.linkedin.com/pulse/letter-our-younger-selves-theresa-caragol-czzoe/?trackingId=01m35CVRRhuwhlMSwAbtyQ%3D%3D All the partnering success monthly editions https://www.linkedin.com/newsletters/6932307608557010944/ Partnering Success book for order: https://theresacaragol.com/partnering-success-book/ Press release Partnering success book: https://www.einpresswire.com/article/739586771/theresa-caragol-s-new-book-shows-how-strategic-partnerships-drive-today-s-business-success Meet Theresa Theresa Caragol is the Founder and CEO of AchieveUnite Inc. A visionary leader with over 20 years of experience in global partnerships and strategic alliances valued at $500M+. She has driven business growth across 50+ countries through innovative collaboration. Theresa is passionate about empowering leaders through growth, trust, and collaboration. With expertise in leadership development, emotional intelligence, and partnerships, Theresa has trained thousands in leadership, channel, and partnering best practices. She also designs programs for companies, associations, and universities. A sought-after speaker and author of Partnering Success: The Force Multiplier to Achieve Exponential Growth (Amazon #1 New Release and best seller in 20+ categories), Theresa has held executive roles at Extreme Networks, Ciena, and Nortel. She holds an MBA, an Executive Master’s in Leadership, and an executive coaching certification.
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  • #118 Innovative AI Solutions for CX with Marbue Brown
    In this thought-provoking episode of the Delighted Customer Show, we are thrilled to welcome back Marbue Brown, the visionary founder and CEO of Customer Obsession Advantage. An authoritative voice in the intersection of AI and customer experience (CX), Marbu has recently contributed to the bestselling book, "The AI Mindset: Thriving in Civilization's Next Big Disruption."  Marbue discusses his chapter, "Transforming Customer Experience with AI Strategies and Innovation," where he refutes the common belief that AI-driven interactions lack personal touch. He shares insights on utilizing AI to tackle long-standing challenges in customer service, such as optimizing onboarding and training processes to improve proficiency and reduce costs. By leveraging AI to simulate training scenarios, companies are enhancing their customer support capabilities while drastically cutting their training times and expenses. He shares real-world applications, highlighting how AI is revolutionizing business operations, especially in call centers, where quicker information aggregation and comprehensive customer journey insights are leading to improved agent performance and customer satisfaction scores. Marbu stresses the importance of selecting trustworthy AI providers and starting with clear use cases rather than getting lost in the technological allure. Marbue also provides actionable advice for businesses, emphasizing maintaining an open mind and a learning posture towards AI opportunities while recounting his own enlightening experiences. I personally loved the example he shared about how Sam's Club is using AI to improve the checkout process for customers. Tune in for a deeply insightful dialogue that addresses how AI can not only solve existing problems but also unleash new possibilities for businesses to thrive in the next big disruption. Meet Marbue B. A. Marbue Brown is author of the book Blueprint for Customer Obsession and the Founder and CEO of The Customer Obsession Advantage (customerobsession.net), a firm dedicated to helping companies achieve extraordinary business results through customer obsession.  He 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.  His expertise has been featured in premier media outlets, including The Wall Street Journal, The Washington Post, USA Today, Fox Business, CNN Business, CBS News, Yahoo! Finance, Forbes, The Baltimore Sun, The New York Post, Wharton Business Daily, and KTLA-TV. The new book is The AI Mindset: Thriving in Civilization's Next Big Disruption.  You can find it here.  
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About The Delighted Customers Podcast with Mark Slatin

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