The Delighted Customers Podcast with Mark Slatin

What if the very thing holding you and your team back from success isn’t a lack of skills or resources—but fear itself? How could learning to face what’s uncomfortable actually unlock your best results, greater job satisfaction, and even more meaningful customer experiences? In this episode of the Delighted Customers podcast, I dive deep with Jill Schulman, Marine Corps veteran, leadership consultant, and author of The Bravery Effect. Together, we explore how the ability to be brave—especially in business—can reshape not only what we accomplish, but who we become. If fear is quietly dictating the pace of progress and innovation at your organization, Jill’s approach to bravery will challenge your thinking and inspire you to lead differently. You’ll want to tune in because Jill’s work spans battlefields, boardrooms, and classrooms alike. Her background in the Marine Corps, Fortune 500 consulting, and positive psychology at the University of Pennsylvania gives her a distinctive perspective on why facing discomfort is essential for growth. She breaks down practical tools and strategies you can use to build your own bravery skills and create cultures where people dare to step out of their comfort zones. Here are three questions Jill answers on the show: What are the most common myths and misconceptions leaders have about bravery—and why do they matter? How can you set brave goals for your team without overwhelming them, and why does this drive both engagement and results? What practical, research-based steps can anyone take to build their bravery “muscle” and overcome fear in the workplace? Ready to rethink what it means to be brave—in leadership, customer experience, and in life? Listen and subscribe now! Apple Podcasts: Delighted Customers on Apple Podcasts Spotify: Delighted Customers on Spotify You’ll also find us on Amazon Music or wherever you like to get your podcasts. Meet Jill Schulman Jill Schulman is a United States Marine Corps veteran, leadership consultant, and author of The Bravery Effect. Her work focuses on developing leaders at all levels, drawing on her diverse experience as a Marine Corps demolition team leader and pharma sales professional, as well as her advanced study in positive psychology at the University of Pennsylvania. Jill has spent over 25 years working with organizations ranging from Fortune 500s to small businesses, training leaders to move from “safe and stuck” to “bold and brave.” She is on a personal mission to help people not only embrace challenges, but run toward them, knowing that the biggest breakthroughs come from moments of discomfort. Jill delivers engaging evidence-based strategies for conquering fear, elevating engagement, and bringing out the best in ourselves and our teams. Connect with Jill on LinkedIn: Jill Schulman on LinkedIn Show Notes & References: Jill Schulman’s website and newsletter: jillshulman.com The Bravery Effect book—available everywhere books are sold Research referenced: Martin Seligman (PERMA Model), Mihaly Csikszentmihalyi (Flow), Aaliyah Crum & Kelly McGonigal (Stress Mindset Theory), Albert Bandura (Self-Efficacy Theory), Daniel Kahneman (Behavioral Economics & Risk Aversion) Join us for this impactful conversation! Let’s discover together how bravery—not comfort—is the path to delighting customers and transforming organizations.

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What if the key to sustainable business growth isn’t just about generating new leads, but about truly understanding and retaining your existing customers? Are you aware of the invisible forces sabotaging your efforts to create a loyal customer base—and, more importantly, what you can do to fix them? In my latest episode of the Delighted Customers podcast, I sit down with Roger Nicholas, co-author of The CX Lighthouse and a seasoned business growth leader who brings over 25 years of experience in revenue training, business operations, and CX execution. Roger breaks down the real reasons small to medium-sized businesses (SMBs) struggle with customer retention and reveals why traditional customer experience (CX) strategies are often missing the mark. He shows how using behavioral science and practical frameworks can help you identify your leadership blind spots, better understand your team and customers, and create CX strategies that actually move the needle. You should listen to Roger because he’s not only walked the walk, driving growth for SMBs and enterprises alike, but he’s also created a practical, actionable playbook tailored to businesses that don’t have the massive resources of the Fortune 500. Together with his co-author, he demystifies CX, making it accessible—and adaptable—so listeners (whether startup founders or established leaders) can create systems that delight, differentiate, and drive referrals. If you want the blueprint for scaling your business through customer experience, Roger’s insights are simply essential. Here are three thought-provoking questions Roger answers on this episode: What are the most common (and costly) leadership blind spots that undermine customer experience, and how can you spot them in yourself? Why is adapting (not just adopting) best-in-class CX strategies crucial for SMBs, and how do you tailor them to fit your unique customer needs and operational realities? How can businesses shift from reactive churn management to proactive customer retention—and what’s the ROI boost you can expect from that shift? Don’t miss this powerful conversation! Listen to the episode and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify, and find us on all your favorite podcast platforms. Meet Roger Nicholas Roger Nicholas is a business growth leader with over 25 years of expertise in revenue training, CX execution, and operations across diverse industries. As the co-author of The CX Lighthouse: Navigating Business Growth with Customer Experience, Roger is on a mission to help small and medium-sized business owners unlock the ROI of customer-centric strategies tailored to their size and market—not just enterprise models. An inductee of the Cigna New Tau Entrepreneurial Honor Society and a Howard University graduate, Roger has held key leadership positions, including work with WMATA (Washington Metro). His approach combines the latest in behavioral science with hands-on business development, delivering actionable strategies for lasting growth and customer loyalty. Connect with Roger Nicholas on LinkedIn. Show Notes & Resources The CX Lighthouse: Navigating Business Growth with Customer Experience on Amazon https://thecxlighthouse.com CX Lighthouse 10 Day Challenge: Identify alignment between your business and customer expectations: https://qrcd.org/8vxM   Leadership Blind Spots Assessment — “Leadership EKG” tool based on behavioral science https://qrcd.org/8vxL Listen, subscribe, and elevate your CX game today!

What if you could close the gap between what you think your customers experience and what they actually feel—using raw, unfiltered feedback you can see and hear for yourself? In a constantly evolving digital landscape, the journey from a customer’s very first click to their final interaction is more complex—and crucial—than ever before. But many leaders believe that their customer experience is far better than it really is—a costly blind spot that leads to missed opportunities for building trust and loyalty. How can organizations truly see their products and services through their customers' eyes and outpace the competition in building brand confidence? You won’t want to miss this week’s Delighted Customers Podcast, where Mark Slatin sits down with Baran Erkel, Chief Strategy Officer at User Testing. Baran’s rich background—from developer to consulting to enterprise SaaS leadership—gives him a unique 360-degree view on why empathy at scale is the new differentiator and how User Testing’s platform enables businesses to bring the authentic voice of the customer into every decision. If you’re a leader who wants to turn insight into action, streamline feedback loops, and future-proof experiences in the age of AI, Baran’s expertise is essential listening. Here are three compelling questions Baran Erkel answers on this episode: Why is traditional customer feedback (like NPS surveys) not enough for truly understanding and closing the customer experience gap? How does User Testing enable organizations to “get out of the building” and immerse themselves in real-time, video-based customer feedback—even at scale? What is the transformative role of AI in the future of human insights, feedback, and designing for trust? Tune in to this insightful conversation and discover how to proactively bridge blind spots in your customer journey. Listen and subscribe on Apple Podcasts and Spotify—or catch Delighted Customers on all of your favorite podcast platforms so you never miss an episode! Meet Baran Erkel Baran Erkel is the Chief Strategy Officer at User Testing, where he leads strategy, corporate development (including mergers and acquisitions), and product management for their industry-leading platform. With over 15 years in enterprise software and a career foundation in computer science and consulting, Baran’s passion lies in helping businesses harness human insights to drive innovation and deepen customer trust. User Testing, founded in 2008, now serves over 3,000 clients—including global enterprises in financial services, tech, and retail—by enabling rapid, actionable feedback through both digital and physical customer experiences. Baran is committed to equipping organizations with the tools and mindset shifts needed to close the “experience gap” and thrive in today’s competitive landscape. Connect with Baran on LinkedIn. Show Note References Coupa Café anecdote illustrating the powerful impact of real-time, direct customer feedback The Bain & Company “CX Gap” statistic User Testing’s role in transitioning from reactive to proactive customer listening The future of AI-powered feedback and its integration with human insights Don’t forget to listen and subscribe—transform your approach to customer experience starting today!

What if negative customer experiences matter more than you think—impacting your bottom line far beyond any single complaint or glowing review? In the latest episode of the Delighted Customers podcast, we dive into why negative experiences carry outsized influence on customer loyalty and business revenue. Many leaders mistakenly chase the most frequent irritants, but as our guest explains, it’s not about quantity—it’s about which problems have the greatest financial impact. If you're a CX leader struggling to prove the ROI of your work, you’ll want to tune in for innovative strategies that bridge the gap between customer insights and business results. Why listen to this episode? Paula Courtney, President of the Verde Group, is a global authority on customer retention and quantifying the financial risk of customer experience missteps. With over 30 years of research published in BusinessWeek, Forbes, the Wall Street Journal, and Harvard Business Review, Paula brings a unique, science-backed approach to identifying the most consequential pain points in your customer journey. Her team’s methods have helped organizations around the world—across 35 countries—focus investments where they count and avoid common CX measurement pitfalls. Here are three engaging questions Paula answers on this episode: Why do negative experiences have a disproportionate effect on customer behavior—and what psychological principles drive this phenomenon? What critical missteps do organizations make by relying on “applause meter” surveys and chasing the wrong metrics? How can leaders accurately quantify the financial risk of negative experiences and build a rock-solid business case for CX investment in the boardroom? Don’t miss this essential conversation for anyone seeking to transform their customer experience—and get buy-in from the C-suite. Listen to the episode now and subscribe so you never miss insights from top industry leaders. Listen & Subscribe: Delighted Customers on Apple Podcasts Delighted Customers on Spotify Available on all your favorite podcast platforms! Meet Paula Courtney Paula Courtney is the President of the Verde Group, a global market research consultancy specializing in customer retention and the quantification of customer experience ROI. For over three decades, she has led the development of research methods that help organizations not only identify but truly measure the economic impact of customer experiences—especially the negative ones most likely to drive churn. Paula’s expertise has been featured in prominent outlets such as BusinessWeek, Forbes, the Wall Street Journal, and Harvard Business Review. Her work is rooted in psychology, utilizing principles like negativity bias and loss aversion, and grounded in data science to separate “noise” from actionable insights. An international leader, Paula and her team have supported customer-centric transformation in over 35 countries, providing business leaders with tools to prioritize investments and foster real, financially measurable change. Learn more about Paula and the Verde Group at https://verdegroup.com Connect with Paula Courtney on LinkedIn: Paula Courtney LinkedIn Show Notes & References Verde Group: Website and Resources Monthly newsletter, research blogs, and case studies: Available on Verde Group’s website Be sure to subscribe and leave a five-star review to support the podcast and spread the word!

What’s the secret to building unshakeable trust with your customers—especially when you’re not face-to-face and your product passes through layers before it ever reaches the end user? That question has been top of mind for me, and it’s exactly why I was so excited to sit down with Lisa Schwartz, Chief Operating Officer of Mathematica, on the latest episode of the Delighted Customers podcast. If you’ve ever wondered how trust really forms—not just in simple transactions, but in complex relationships where intermediaries stand between your company and your customers—you’re not going to want to miss this conversation. The little things we do, and the way we handle nuanced moments, can echo throughout an entire organization and set the tone for customer loyalty and business success. I invite you to join me and Lisa as we explore the real-world power of trust. Lisa brings together an incredible mix of deep research, operational leadership, and street-smart experience (from her PhD in Developmental Psychology to her days as a bartender, practicing personalization long before it was a business buzzword). I learned so much from her perspective—she simply “gets it,” blending science, practical application, and genuine emotional intelligence in a way that makes it easy to apply to any customer relationship, no matter your industry or selling channel. Here are three powerful questions we tackle together on the show: How can you demonstrate credibility and reliability when you don’t actually control the front-line customer interactions? What are best practices for creating intimacy and lowering self-orientation in situations where direct access to the end user isn’t possible? What kinds of small gestures truly move the needle in building lasting customer partnerships and loyalty? If these are questions you wrestle with—or you want to elevate trust inside and outside your organization—I hope you’ll listen in. Subscribe to Delighted Customers on Apple Podcasts and Spotify, or find us on your favorite podcast platform. Your feedback and support mean the world to me, and I can’t wait for you to experience what Lisa has to share! Meet Lisa Schwartz Lisa Schwartz, Ph.D., is the Chief Operating Officer of Mathematica, a leading research and data consulting firm committed to improving public well-being through evidence-based solutions. With academic roots in developmental psychology (PhD, University of Maryland, College Park), Lisa spent years progressing from project leadership to executive management at Mathematica. Since 2019, she has driven the company’s customer experience strategy across all divisions, spearheading initiatives that blend data-driven objectivity with a client-centric approach. Lisa’s expertise lies in translating academic research into actionable, scalable business practices, all while championing relational trust as the cornerstone of every client journey. Catch Part 2 of 2 with Lisa on Episode #139! Connect with Lisa Schwartz on LinkedIn. Show Notes and References Learn more about Mathematica: mathematica.org Explore the Gottman Institute’s work on emotional bank accounts: gottman.com Read about the Trust Equation from “The Trusted Advisor”: trustedadvisor.com Meet Lisa Lisa Schwartz brings 20 years of research and leadership experience to her role as COO at Mathematica, where she guides operational strategy and advances customer experience initiatives. A passionate proponent of evidence-based solutions, Lisa is recognized for blending the objectivity of research with the empathy required for impactful client relationships.

 Note: This is Part 1 of a 2-part series What does it take to create an onboarding experience so powerful that clients can’t imagine working with anyone else? For executives and customer experience leaders, the onboarding process is much more than an administrative formality—it's the first date, the pivotal moment when a client decides whether to pursue a deeper relationship or walk away. In this episode of the Delighted Customers podcast, Mark Slatin sits down with Lisa Schwartz, COO of Mathematica, to unpack the psychology and structure behind onboarding experiences that build trust, foster loyalty, and drive business results. Lisa draws from her unique blend of research expertise and executive experience to reveal why onboarding is critical for long-term client engagement and how intentional, personal touches can transform a standard process into lasting advocacy. Why listen to Lisa Schwartz? With a PhD in psychology from the University of Maryland and two decades at Mathematica, Lisa bridges academic rigor with operational excellence. She’s led the company’s customer experience transformation since 2019, skillfully adapting evidence-based practices to real-world client relationships. Lisa's passion for humanizing business, her practical analogies, and her research-backed strategies ensure takeaways for leaders seeking meaningful change in their organizations. Here are three provocative questions Lisa addresses in this insightful conversation: Why does the typical “welcome email” fall drastically short of what true onboarding should accomplish? What are the most common myths and pitfalls organizations fall into when designing onboarding experiences? How can customer experience leaders use psychological principles—like trust building and emotional “deposits”—to foster client relationships that last for years? Don’t miss out! Listen to Lisa’s episode of the Delighted Customers podcast and subscribe to get every new insight. Find the show on Apple Podcasts and Spotify, or on any of your favorite podcast platforms. Meet Lisa Schwartz Lisa Schwartz, Ph.D., is the Chief Operating Officer of Mathematica, a leading research and data consulting firm committed to improving public well-being through evidence-based solutions. With academic roots in developmental psychology (PhD, University of Maryland, College Park), Lisa spent years progressing from project leadership to executive management at Mathematica. Since 2019, she has driven the company’s customer experience strategy across all divisions, spearheading initiatives that blend data-driven objectivity with a client-centric approach. Lisa’s expertise lies in translating academic research into actionable, scalable business practices, all while championing relational trust as the cornerstone of every client journey. Catch Part 2 of 2 with Lisa on Episode #139! Connect with Lisa Schwartz on LinkedIn. Show Notes and References Learn more about Mathematica: mathematica.org Explore the Gottman Institute’s work on emotional bank accounts: gottman.com Read about the Trust Equation from “The Trusted Advisor”: trustedadvisor.com Meet Lisa Lisa Schwartz brings 20 years of research and leadership experience to her role as COO at Mathematica, where she guides operational strategy and advances customer experience initiatives. A passionate proponent of evidence-based solutions, Lisa is recognized for blending the objectivity of research with the empathy required for impactful client relationships.

What if you could unlock executive buy-in—and real alignment—by channeling the breakthrough strategies of world-famous celebrities in your customer experience approach? In this episode of the Delighted Customers podcast, guest Ania Rodriguez flips the script on how CX leaders can influence their C-suite and drive transformative change. By drawing on the archetypes of iconic figures like Oprah, Lady Gaga, Richard Branson, Mark Cuban, and Taylor Swift, Ania reveals how leaders can meaningfully connect with stakeholders, avoid the "hero's trap," and move from mere buy-in to active organizational alignment. The impact? A more dynamic, emotionally intelligent, and business-savvy customer experience program that gets noticed—and gets results. Listeners should tune in to hear from Ania Rodriguez, an award-winning CX and UX advisor to Fortune 500 companies—and the founder behind both Key Lime Interactive and JourneyTrack. Ania’s hands-on experience helping brands like Google, Cisco, Amazon, Meta, and Disney achieve double-digit growth brings practical, actionable insight for customer experience leaders at every stage. Here are three big questions Ania answers on this episode: What’s the difference between passive buy-in and active alignment—and how do CX leaders get to the latter? Which “celebrity archetype” do you need to channel when working with key executives on journey mapping and change management? How can AI-powered tools like JourneyTrack help organizations synthesize data, spot emotional inflection points, and make smarter, faster CX decisions? Don’t miss this episode—it’s packed with memorable analogies, real-world case studies, and Ania’s expert playbook for leading change. Listen and subscribe now on Apple Podcasts or Spotify, or find Delighted Customers on all your favorite podcast platforms! JourneyTrack is a proud sponsor of The Delighted Customers Podcast Learn more about how JourneyTrack can help you leverage AI to improve CX.   Meet Ania: Ania is a self-made entrepreneur who has made a name for herself, serving as a CX/UX advisor to Fortune 500 companies around the world for over two decades. Known for her focus on actionable results and quality,  Ania’s leadership has resulted in double-digit growth for her first company, Key Lime Interactive, over the past decade. The company has emerged to become one of the leading user experience research firms in the United States. Her work as a CX/UX strategist and researcher demonstrated to her the need for a platform that could take her journey mapping vision to the next level. JourneyTrack is the tool that meets that vision. Ania's LinkedIn Email Ania mentioned: sales@journeytrack.io Contact Sales form Book a Demo form JourneyTrack website Journey Impact feature Workshops feature Blog post: How to Get Started with Customer Journey Mapping Blog post: Understanding Journey Mapping, Orchestration, and Journey Management Blog post: How a Journey Mapping Workshop can Drive Business Growth    

Are you struggling to cut through organizational resistance and win real buy-in for your customer experience (CX) initiatives? You’re not alone. Even the most skilled CX professionals and change leaders often face the uphill battle of influencing executives and key stakeholders—especially when budgets are tight and positional authority is limited. That’s exactly why the launch of the new on-demand course, "Becoming a Trusted Guide: Empowering CX Leadership," is so exciting for anyone looking to make meaningful change in their organizations. Gabe Smith, CCXP, Content Manager and Associate Director at the Customer Experience Professionals Association (CXPA), joins me to preview this new course and spotlights CXPA's new learning platform, CXeducation.com—crafted specifically so you can access high-impact learning anytime, from anywhere in the world. I explain how this program goes beyond traditional training: you’ll discover strategies to shift your mindset, frameworks for building stakeholder trust, and practical tools you can apply immediately in your unique business context. Plus, if you’re working toward your CCXP certification, the course qualifies for critical credit hours. Here are three pressing questions Gabe and I answer in this episode—each one explored through the lens of this innovative course: Why is it so challenging to secure real executive support for CX—and what new frameworks in the course will help you overcome this barrier? How does on-demand, asynchronous learning transform professional development for busy change leaders worldwide? What actionable steps can you take right now to move from being a “CX hero” to a “trusted guide” and win broader organizational alignment? Ready to transform how you lead change and champion customer experience in your organization? Dive into this episode and unlock details on the new course that could accelerate your CX career. Listen and subscribe on Apple Podcasts or Spotify, or find Delighted Customers wherever you enjoy podcasts. Be first in line to benefit—this is a game-changer for anyone serious about leading CX transformation! Meet Gabe Smith Gabe Smith, CCXP, is the Content Manager and Associate Director for the Customer Experience Professionals Association (CXPA). With five years at the CXPA and previous hands-on CX experience at the American Cancer Society, his mission is to empower professionals to lead with impact. At CXPA, he drives content strategy, knowledge sharing, and global standards like the CCXP certification and on-demand learning through cxeducation.com. His focus is advancing the CX field and helping you sharpen your leadership. Show Notes & References Discover and enroll in the new on-demand course: www.cxeducation.com Explore more resources and the global CX community: www.cxpaglobal.org Learn more about Mark Slatin and other courses: www.empoweredcx.com Don’t forget to subscribe and make the Delighted Customers Podcast your weekly CX leadership advantage!

Join us for a special episode featuring Lou Carbone, widely regarded as the father of the experience management movement. As the founder, president, and chief executive, Chief Experience Officer of Experience Engineering, a Minneapolis-based consulting firm dedicated to customer and employee experience management, Lou brings over 30 years of expertise to the discussion. He pioneered the field with his groundbreaking 1994 article "Engineering Customer Experiences," which may have originated the term "customer experience."   Lou is also the author of the book Clued in, How to Keep Customers Coming Back Again and Again and has worked with major companies like Pizza Hut, KFC, Avis, H&R Block, General Motors, IBM, and Taco Bell. He has lectured and taught at leading institutions like Harvard Business School and Cornell School of Business and is currently a Professor of Practice at Michigan State University in the Customer Experience Management Program.   Why listen?   Lou believes the profession is at a crossroads and will challenge conventional thinking about CX, exploring the current state of the profession and offering insights into moving beyond traditional approaches to create truly distinctive value.   He will discuss how organizations can shift their focus from how customers feel about the brand to how they cause them to feel about themselves after interacting with the brand, highlighting the critical role of emotional imprinting in designing memorable experiences that drive value. Tune in as we explore: •What does it mean when we say "customers cannot not have an experience," and how does this fundamental truth shape the approach to experience management? •How can organizations move beyond fixing problems ("fixing broken") to design experiences that leverage emotional imprinting and lead to "distinctive economic value"? •In a world where the definition of CX is fragmented, how can understanding "next practices" rooted in emotion, psychology, and neuroscience help prove the ROI and Return on Strategy of experience management initiatives? -------------------------------------------------------------------------------- If you enjoyed this episode, please subscribe, rate, and review the Delighted Customers podcast on your favorite platform! Your support helps us bring you more insightful conversations with leaders shaping the future of customer experience.   Apple Podcasts (US): https://podcasts.apple.com/us/podcast/the-delighted-customers-podcast-with-mark-slatin/id1635863804 Spotify: Search "The Delighted Customers Podcast with Mark Slatin" in the Spotify app or website Amazon Music: https://music.amazon.com/podcasts/928496db-78cc-4f1e-ba61-d62a1fa1af06/the-delighted-customers-podcast-with-mark-slatin radio.net: https://www.radio.net/podcast/delighted-customers-podcast Official Website & Other Platforms: https://www.empoweredcx.com/podcast

"It's Not About the Coffee": A Starbucks President's Recipe for Delighting Customers with CX   Join us for an insightful conversation with Howard Behar, a pivotal figure in Starbucks' legendary growth. As the President of Starbucks North America and the founding President of Starbucks International for 21 years, Howard participated in the company's expansion from just 28 stores to over 15,000. He also served on the Starbucks board of directors for 12 years before retiring. He's also authored two books on leadership titled "It's not about the Coffee" and "The Magic Cup," book titles that encapsulate his core philosophy.   In this episode, Howard tackles a fundamental challenge faced by rapidly growing businesses: How do you scale operations from a small number of locations to a global empire while preserving the deeply personal customer experience that made you successful? Howard argues that the answer lies not just in the product, but in a relentless focus on people – both employees and customers – understanding that Starbucks was always "in the people business serving coffee, not the coffee business serving people".   Listen in as Howard shares firsthand how this philosophy drove extraordinary growth and answers critical questions, including: •How did the philosophy "we're in the people business serving coffee, not the coffee business serving people" shape Starbucks' approach to customer experience? •How did Starbucks manage its rapid expansion from 28 stores to over 15,000 while maintaining a consistent, personal customer experience? •How did leadership make decisions about investing in initiatives and supporting teams, particularly when facing the challenge of proving the ROI of customer experience?   Discover actionable insights on servant leadership, empowering employees, the power of listening, and taking calculated risks to build a truly people-centric organization that delights customers and achieves remarkable growth.   Don’t miss this eye-opening conversation with Greg Kihlstrom! Listen and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify, or find us on your favorite podcast platform   Meet Howard   Howard Behar's extensive career spans over 50 years in consumer-oriented businesses.   He served at Starbucks Coffee for 21 years, retiring after participating in the company's growth from 28 stores to over 15,000 across five continents.   He held pivotal leadership roles as President of Starbucks North America and the founding President of Starbucks International.   Howard also served on the Starbucks board of directors for 12 years before retiring.   He is the author of two books on leadership. Books by Howard Behar:   It's not about the Coffee The Magic Cup   Show Notes and References:   Howard Behar has agreed to share his personal mission statement document for inclusion in the show notes.    Connect with Howard Behar (Generously Provided by Howard):   - Cell Phone: 206-972-7776 (Call or Text - he will get back to you)   - Email: hb@howardbehar.com

What if AI-powered technology could not only solve your customers' problems faster but also anticipate their needs—and why do so many organizations still get it wrong? On this episode of the Delighted Customers podcast, we unlock the real reasons why companies struggle to implement AI and automation tools effectively, even as consumer expectations for personalization and seamless experiences reach new heights. Greg Kihlstrom, martech and CX expert, demystifies the hype around chatbots and agentic AI, showing us where most companies stumble and what it really takes to reverse-engineer remarkable customer journeys. If you’re wondering why some AI initiatives delight while others fall flat (and what you can do about it), this episode pulls back the curtain. You should tune in to hear from Greg Kihlstrom, a thought leader at the intersection of marketing, technology, and customer experience, whose podcast network and consulting insights are helping brands evolve—whether you're leading a Fortune 500 organization or an ambitious mid-market player. His deep dive into what’s really working at marketing and CX conferences—and what’s next for both large and small companies—makes this discussion especially valuable for anyone navigating the fast-changing landscape of customer engagement. Here are three burning questions Greg answers on the show: What are the real barriers that have kept companies from leveraging AI (like chatbots and agents) effectively in the customer journey? How can AI empower customer service teams to pinpoint root causes and improve experiences—without losing the uniquely human touch? For leaders at mid-sized companies, what are practical steps for selecting technology partners and overcoming siloed data challenges as they implement customer-centric AI? Don’t miss this eye-opening conversation with Greg Kihlstrom! Listen and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify, or find us on your favorite podcast platform. Meet Greg Kihlstrom Greg Kihlstrom is a best-selling author, speaker, entrepreneur, and host of The Agile Brand Podcast. With 15+ years of experience at the crossroads of marketing, technology, and CX, Greg is the former founder and CEO of a successful digital agency in Washington, D.C., now working as an independent consultant to leading brands and organizations. He is the founder of The Agile Brand Podcast Network, a prolific writer on the evolving roles of martech and organizational change, and a key influencer in bridging the gap between digital transformation and meaningful customer outcomes. Greg is also recognized for his thought leadership on AI innovation, process improvement, and the future of customer experience. Connect with Greg Kihlstrom on LinkedIn: Greg Kihlstrom LinkedIn Show Notes & References Subscribe to Greg’s newsletter: "AI Isn’t a Goal or a Strategy" on LinkedIn Learn more about The Agile Brand Podcast Network: https://www.theagilebrand.com/ Catch up with the Delighted Customers podcast on your favorite platform for more episodes!

What does it really take for smaller banks and mid-sized businesses to triumph over industry giants while still delivering exceptional customer experiences? This burning question lies at the heart of the latest episode of the Delighted Customers podcast, where we dig deep into the unique advantages that smaller organizations hold in fostering emotional connections, empowering employees, and personalizing customer interactions—even when their resources pale in comparison to mega-corporations. The impact of this question stretches across industries: if you feel outmanned or outspent by competitors, Tara Brady’s strategies could just be the difference-maker. She reveals exactly how you can leverage your agility and authenticity to delight customers and transform employees into powerful brand advocates. You should listen to Tara Brady, Chief Experience Officer at Provident Bank, because she has walked the walk—from big banks to credit unions to her current leadership role at a thriving regional institution. Tara brings practical, actionable insights on how to create customer and employee advocacy, how to turn real feedback into process improvements, and why empathy and emotional connectedness are your secret weapons. If you’re navigating the David versus Goliath landscape—whether in banking or beyond—Tara’s perspective will help you see your “smallness” as a superpower. Here are three compelling questions Tara answers during the show: How can banks without massive technology budgets still compete with—and even exceed—the customer experiences offered by mega banks? What practical steps can organizations take to bridge employee and customer experience, ensuring both groups are genuinely heard and empowered? Why is building emotional connections more than just a “nice to have”—and how does it directly affect loyalty, advocacy, and your bottom line? Meet Tara Brady With over 19 years’ experience in Customer Experience (CX), Tara Brady is a successful brand evangelist known for coaching and leading organizations and teams to new heights in delivering exemplary, impactful, and results-focused customer experiences that drive sales and brand loyalty. Tara believes that today’s consumer market means striving for excellence in customer AND employee experience is mandatory – and no longer optional or ‘nice to haves.’ As a leader, she operates from the premise that happy, empowered employees are the face of the brand for consumers. This is reflected in her holistic approach to CX that integrates employee experience as a foundational element. Her multiple CX redesigns and transformations stem from working directly with customers and leading teams and users to deliver excellence. Known to surprise teams by showing up and working on-site to serve customers directly, test processes, and gather employee and customer feedback, her hands-on approach is a differentiator. This real- world laboratory shapes the innovations that transform customer and employee experiences. TARA’S CUSTOMER EXPERIENCE USER EXPERIENCE MANIFESTO: Stellar experiences are built strategically – and require data/analytics, employee input and feedback, thorough understanding of an organization’s goals and vision, KPIs, and a project management approach – including timelines, deliverables, benchmarks, and assessments. Outstanding CX/UX experience isn’t a matter of being ‘friendly’. Rather, it is ALL about having responsive technology, expertly trained and engaged employees empowered with all they need to serve customers, clearly defined value statements, executive support, defined journey maps, and more! ‘Friendly’ may be a factor in CX success, but it’s not a strategy. CX/UX is not something that’s ‘done’ and then revisited in a few years. Customers change. Products change. Company goals change. Technology changes. And employees change. This means ongoing assessing, re-evaluating, re-calibrating, re- designing, and training to maintain excellence and the company’s competitive advantage. Connect with Tara Brady on LinkedIn Show Notes & References Learn more about Provident Bank: provident.bank Referenced research: Forrester’s CX Index and Bruce Temkin’s work Find JourneyTrack for CX journey management: JourneyTrack.io Listen and subscribe to the Delighted Customers podcast to unlock Tara’s proven strategies. You can find the show on Apple Podcasts and Spotify, as well as all your favorite podcast platforms. Don’t miss these invaluable insights that can elevate your approach no matter the size of your organization!

Join us for a compelling conversation with Bruce Temkin, a true pioneer in the world of customer experience (CX) and the co-founder of the Customer Experience Professionals Association (CXPA), the founder of the XM Institute at Qualtrics, and now, head of Humanity at Scale. In this episode, Bruce shares his journey from shaping the foundations of CX to launching a bold new initiative focused on helping leaders drive sustainable success by putting people first. We dive into Bruce’s unique approach to making “squishy” concepts like customer experience concrete and actionable, including the creation of the Temkin Experience Ratings and the importance of accessible, meaningful data. Bruce offers candid insights on the evolution of CX metrics, the limitations of traditional surveys and NPS, and why emotion is the most powerful driver of loyalty. Discover how Humanity at Scale expands the conversation beyond CX, challenging leaders to rethink the false tradeoff between business success and human-centric leadership. Whether you’re a CX professional, business leader, or simply passionate about making organizations more people-focused, this episode is packed with practical wisdom and inspiration from one of the industry’s true thought leaders. Meet Bruce Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads Humanity at Scale and hosts the Humanity at Scale podcast.  He most recently founded the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world 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.

Fred Reichheld is an expert on customer loyalty and a legend in the world of customer experience management.  He and his "co-pilot" Rob Markey, created Net Promoter System, arguably one of the most used loyalty metrics in the world. He shared so many gems in our conversation that I decided to produce this edited version as a sort of "greatest hits" episode. In this episode: Why did Fred feel a sense of urgency to write his book, "Winning on Purpose"? Fred shares a personal story about receiving a cancer diagnosis, which spurred him to focus on writing the book to correct misconceptions and realign the philosophy behind Net Promoter Score (NPS) and customer experience with genuine customer love and improvement. What is the core message of "Winning on Purpose"? Fred emphasizes that the central message is that customer love and referrals should be at the core of a business’s purpose. Companies need to prioritize customer satisfaction and loyalty over other metrics to achieve true, sustainable success. They key metric that most companies don't measure but should be Fred discusses the importance of tracking and measuring customer referrals to drive business growth. What is the "earned growth" model and why is it important? Fred introduces the concept of "earned growth," which focuses on measuring how much business growth comes from returning customers and referrals.   

Ok, this one is a bit different.   I've been asked many times over for a sampling of The Trusted Guide Roadmap™ Master Class and really couldn't share a nice condensed slice of it...until now. It was quite by accident.   I used an AI tool that automated two virtual hosts, I'm calling them Abe (A) and Ivy (I), who took much of the material from a recent asynchronous course and with a press of a button, converted it into an 11-minute podcast episode!  I thought, 'Wow, this is so interesting...maybe others will think so too." The episode starts with a personal failure of mine that illustrates why the hero's trap is so easy to fall into and so devastating.   The hosts capture the essence of the Master Class section on this topic in a fun way. I hope you find it entertaining and insightful.   I'd love to hear your feedback!  

Navigating the Power Core: A Strategic Approach to Customer Experience Join us as we dive deep into the world of customer experience with Shelly Chandler, a seasoned CX strategist with 25 years of experience across B2B and B2C industries. In this eye-opening episode, Shelly shares her journey from banking to diverse sectors, offering unique perspectives on leading CX transformation from within the product realm. Discover why aligning with your organization's "Power Core" is crucial for CX success, and learn how to navigate C-suite expectations by connecting CX initiatives to business objectives. Shelly also addresses common pitfalls in the CX profession and provides invaluable advice for practitioners looking to make a lasting impact. Shelly answers these questions: What is considered "product" in different industries, and why is it important? How has the role of customer experience within organizations changed in recent years, particularly in relation to the "Power Core"? What advice does Shelly give to CX professionals when starting in a new role or trying to drive change? Whether you're a CX novice or a seasoned professional, this episode is packed with actionable insights to help you elevate your CX game and drive meaningful change in your organization. Don't miss this opportunity to learn from one of the industry's most versatile experts!   Meet Shelly Shelly Chandler is a senior customer experience strategist and leader delivering proven results that increase revenue, reduce costs and solidify customer loyalty. In the specialized profession of Customer Experience that that spans all organizational functions, her career as a customer catalyst has helped companies to drive action within organizations that are ready for customer growth. Shelly especially enjoys transforming blue-sky visions into tangible, executable programs, creating strategic change with others to enhance customer experience. Shelly has worked in many different industries, adding strategic value and broad understanding of the CX profession over the past 25 years. Key verticals include B2B and B2C, Hospitality, Retail, Automotive, Transportation, Manufacturing, SaaS, and Financial Services, with brands such as PNC Bank, Wells Fargo, Moen, Penske, Walmart, Forsta, and American Tire. Specialized Skills: CX Strategy, Insights Development and Metrics, Customer Journey Mapping/Orchestration, and Experience Design are Shelly’s areas of expertise, along with public speaking, coaching and volunteering. https://www.linkedin.com/in/shelly-chandler-cxleader/ shelly@evolvecxconsulting.com 704-995-7939

Ania Rodriguez was trained as an engineer.  She is Founder and CEO of JourneyTrack and a self-made entrepreneur. Ania's insights into modernizing journey mapping and reducing customer churn offer groundbreaking, actionable strategies for any organization interested in elevating customer experiences. Ania shares how journey mapping has evolved into a powerful tool for leaders to drive business outcomes: Discover how Ania Rodriguez transformed the CX landscape by moving from outdated manual methods to efficient journey management and how this shift can significantly reduce customer churn. Learn about the surprising, low-cost quick wins Ania shares that can immediately improve customer retention and satisfaction. Get inspired by Ania’s insightful analogy comparing journey mapping to creating a movie and how it changes your perspective on customer experience....and so many more gems! We welcome Ania and her team at JourneyTrack as new sponsors of The Delighted Customers Podcast!     Meet Ania: Ania is a self-made entrepreneur who has made a name for herself, serving as a CX/UX advisor to Fortune 500 companies around the world for over two decades. Known for her focus on actionable results and quality,  Ania’s leadership has resulted in double-digit growth for her first company, Key Lime Interactive, over the past decade. The company has emerged to become one of the leading user experience research firms in the United States. Her work as a CX/UX strategist and researcher demonstrated to her the need for a platform that could take her journey mapping vision to the next level. JourneyTrack is the tool that meets that vision. Ania's LinkedIn Email Ania mentioned: sales@journeytrack.io Contact Sales form Book a Demo form JourneyTrack website Journey Impact feature Workshops feature Blog post: How to Get Started with Customer Journey Mapping Blog post: Understanding Journey Mapping, Orchestration, and Journey Management Blog post: How a Journey Mapping Workshop can Drive Business Growth    

Are you on LinkedIn? Ever wondered how LinkedIn keeps its users engaged and loyal? Join us for an insider's view of the platform that drives business networking. Unpacking Value Creation: Sam Stern delves into the importance of distinguishing between LinkedIn users—members versus customers. He explains how this differentiation impacts the value each group gets from the platform, ensuring a balance between the needs of paying customers and non-paying members. Continuous Evolution: LinkedIn is committed to continuous research, aiming to understand user pain points and iterating solutions based on direct feedback. This approach helps uncover underlying issues and experiment with ways to enhance user experience. Aligning with the Power Core: Drawing on Jeanne Bliss's Power Core concept, Sam illustrates how aligning with LinkedIn's core strength as a product-driven organization has revolutionized their ability to influence change and elevate the customer experience. This alignment underscores the importance of understanding and working within the organizational power structure. This episode promises a deep dive into the strategies that make LinkedIn a powerful networking tool! Meet Sam: Sam Stern is a customer experience expert with more than 20 years in the field as a speaker, community builder, practitioner, podcaster, and researcher.    Currently, he leads the Service Design team at LinkedIn, helping to design and deliver delightful experiences for the platform’s 1 billion members and customers. Sam has also created three LinkedIn Learning courses on customer experience, and hosts his own weekly podcast, CX Patterns.    In past roles, he started a customer experience team for the footwear company New Balance, and worked in research and consulting roles at Forrester Research. While there, Sam helped launch Forrester’s CX Certification training curriculum, and he started Forrester’s popular “CX Cast” podcast.     

Do you remember the shock ending of The Sixth Sense? The film taps into that mysterious sixth sense—something beyond our usual perception. Similarly, in the world of taste, umami goes beyond salty, sweet, bitter, and sour to create a richer, more memorable experience. But what if businesses could apply this concept to customer experience? In this episode, Aga Szóstek, PhD—author, CX leader, and design expert—shares a powerful framework that parallels umami, helping brands forge deeper emotional connections, stand out in the market, and drive lasting loyalty. Drawing from her work with companies like Google and Philips Lighting, Aga delivers invaluable insights, including:  How to avoid the "syndrome of averaging out" and create a truly differentiated experience The core principles of an Umami Strategy that enhances emotional connection and loyalty How pragmatic values and emotional engagement work together to build lasting customer relationships This conversation is packed with actionable wisdom you won’t want to miss! 🎧 Subscribe to The Delighted Customers Podcast for more expert insights.  Show Notes: 📖 The Umami Strategy: Stand Out by Mixing Business with Experience Design 📖 Leadership by Design: The Essential Guide to Transforming You as a Leader 🌐 www.catchingthenextwavepodcast.com 🌐 www.agaszostek.com 📖 Different: Escaping the Competitive Herd by Youngme Moon MEET Aga! Aga Szóstek, PhD is the author of "The Umami Strategy" and "Leadership by Design" and an expert in strategy and leadership. Over the last two decades she has worked with leading companies combining design, technology and business. She has worked with brands such as Google, Philips, Samsung, Play, Allegro, EY, Santander, ING, Orange and many more, bringing a strategic experience design approach to design teams and boards. Aga also supports her clients in leadership development based on key leadership challenges anchored in their organisational culture. She offers unique leadership programmes delivered in the form of an unforgettable experience. ------------------------------------- Website: https://www.delightedcustomers.com Apple Podcasts: https://podcasts.apple.com/us/podcast/the-delighted-customers-podcast-with-mark-slatin/id1635863804 Spotify: https://open.spotify.com/show/67hea1Hnu0fFjMA6ZSKTkX