The Delighted Customers Podcast with Mark Slatin

• #126 Conquer Churn with Journey Mapping: Strategies for Customer Retention

  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tool for leaders to drive business outcomes: Discover how Ania Rodriguez transformed the CX landscape by moving from outdated manual methods to efficient journey management and how this shift can significantly reduce customer churn.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: [email protected] 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    

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• #125 Inside LinkedIn: Designing Value for Members and Customers

  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.     

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• #124 The Secret Ingredient to Customer Delight

  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    

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• #123 Stuck? Unlock Trust to Get Approval!

  Are you a customer experience leader facing roadblocks when trying to get your initiatives approved?   In this episode, Mark delves into the power of trust with Charlie Green, co-author of "The Trusted Advisor," to uncover strategies for breaking through bureaucratic walls and fostering buy-in.   Key discussion points include: The importance of building strong relationships with your leaders and understanding their priorities. Why expediency can backfire and how taking the time to connect with stakeholders can save you time in the long run. The Three Levels of Listening: Learn to listen beyond the facts to uncover the context and emotional meaning behind what others say. The Trust Equation: Discover how credibility, reliability, intimacy, and self-orientation impact your trustworthiness and how to identify areas for improvement. Practical tips for building intimacy and creating a safe space for open communication. The significance of role-modeling trustworthiness as a leader. Tune in to gain valuable insights on cultivating trust, overcoming resistance, and driving meaningful change within your organization.   Bonus: Charlie shares a link to a trust assessment tool that can help you identify opportunities to deepen trustworthiness. Link to TQ Assessment: https://trustsuite.trustedadvisor.com/ Other resources: Building Trust with Key Stakeholders, The Delighted Customers Podcast with Charles H. Green - https://www.empoweredcx.com/podcast/episode/28000408/building-trust-with-key-stakeholders-author-charles-h-green The Trusted Advisor (book) - https://qrcd.org/5RkY The Four Trust Factors (book) - https://qrcd.org/5Rkc The Trust Equation explained - Trust Matters Blog - https://qrcd.org/5Rkn   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 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 and Wealth Monitor, and Commercial Lending Review.   More about Charlie: https://trustedadvisor.com/consultants/charles-h-green  

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• #122 Support, Don't Solve: Empowering Leaders to Create Authentic Spaces

  How can leaders support their teams effectively without falling into the trap of fixing everything themselves? Leah Marone is a psychotherapist with expertise in treating anxiety and mood disorders. She also works with athletes on performance anxiety issues, demonstrating her ability to understand and manage high-stress situations. If you can relate, there are a ton of gems in this show, including: What are some of the problems or ways that leaders lead that is the opposite of creating authentic spaces and solving? How can leaders balance the need to control and deliver results with the approach of validating and empowering their employees? What are the steps involved in transitioning from being a solver to a supporter as a leader, and how can these steps be applied in real-world scenarios? How can leaders effectively inquire and motivate their employees while ensuring that they maintain ownership of their tasks? And hey, did you catch our role-play experiment? That was like a masterclass in what not to do—Leah's advice saved the day by turning a "Ron-ian disaster" into a pathway to peace.  Meet Leah Leah Marone, MSW, LCSW, is a seasoned psychotherapist and corporate mental wellness consultant based in Charlotte, NC, with over 20 years of extensive experience. Leah received her Master's degree in clinical social work from the University of Texas at Austin, a top-ranked institution in social work education. She has conducted over 20,000 therapy sessions and contributed articles to reputable publications such as Psychology Today, The Atlantic, and Newsweek, earning recognition for her expertise in mental health. Leah's personal journey as a former anxiety-ridden Division 1 basketball player fuels her passion for working with high-achieving individuals, often described as type A go-getters. She specializes in addressing internal pressures, imposter syndrome, perfectionism, and performance anxiety. In her dual role as a mental wellness consultant and board member, Leah collaborates with both companies and nonprofits. Her areas of focus include anxiety and stress management, burnout prevention, boundary setting, mindfulness practices, effective communication, and emotional intelligence. Leah's holistic approach involves a thorough assessment of company culture to tailor her services, meeting organizations where they are and addressing their specific needs.  Leah's innovative 5-step initiative underscores the significance of mental wellness organization-wide, identifying areas for growth and connection. This initiative aims to prevent high turnover, address burnout, and enhance overall collaboration and productivity.  Leah has facilitated dozens wellness workshops for educators, leaders, and healthcare providers and has presented her acclaimed "Support, Don’t Solve" framework on prominent stages. Her inspirational keynotes provide practical tools for self-awareness that can be seamlessly integrated into busy schedules. Renowned for her expertise in boundary setting and resilience, Leah is a sought-after speaker for leadership groups. She addresses individuals navigating perpetual burnout, often fueled by relentless inner critics and the challenges of people-pleasing. Her insights offer a transformative guide for cultivating resilience and establishing healthy boundaries in demanding professional environments. Beyond her professional commitments, Leah enjoys traveling, hiking, exercising, and working on her upcoming book slated for publication early next year. Additionally, she actively contributes as a coach for her daughter's club soccer team, showcasing her dedication to both personal and community well-being. https://www.leahmarone.com/    

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