The Trusted Guide Podcast with Mark Slatin

What if the real goal of customer experience isn't delivering better experiences at all?
In this episode of The Trusted Guide Podcast, Mark Slatin sits down with Joe Pine, co-author of The Experience Economy and one of the most influential thinkers in customer experience and business strategy.
Joe argues that we're entering the next stage of economic value creation—one where organizations create value not merely through products, services, or experiences, but by helping people become who they aspire to be.
At the heart of this conversation is a powerful idea: transformation requires identity change.
Together, Mark and Joe explore what this means for customer experience professionals, business leaders, and anyone responsible for leading change.
If customers are ultimately seeking a better version of themselves, how should that change the way we design experiences, build relationships, and measure success? And what can change leaders learn from this insight when trying to influence stakeholders and drive organizational transformation?
In this episode, you'll learn:
• Why transformation is fundamentally about identity
• The difference between experiences and transformations
• What organizations miss when they focus only on customer satisfaction
• How understanding identity can create deeper customer loyalty and engagement
• Why successful change leadership requires helping people become, not just do
Whether you're leading customer experience, organizational change, or business transformation, this conversation will challenge you to rethink what people are really seeking—and how leaders can help them get there.

After more than 160 episodes of The Delighted Customers Podcast, this episode marks an intentional shift.Over the past decade, I’ve had the privilege of learning from leading thinkers, practitioners, and authors in customer experience, leadership, and trust. Again and again, a pattern emerged:Even when everyone agrees on what needs to change… nothing changes.In this episode, I explain why I’m evolving the show into The Trusted Guide Podcast—and what that shift means for you.This is not a departure from the work. It’s a deeper focus on what actually makes change possible when authority is limited, stakeholders are misaligned, and progress stalls.Going forward, this podcast will explore how leaders, practitioners, and individual contributors can:– Navigate complex organizations without formal authority – Build trust that enables real movement – Turn insight into action when alignment isn’t enough If you’ve ever asked, “Why isn’t this moving forward?”—this show is for you.Welcome to The Trusted Guide Podcast.

What if just 40 seconds of genuine compassion could tangibly lower a cancer patient's anxiety—and what if this "wonder drug" holds the key not just for healthcare, but for every leader who wants to create more fulfilling workplaces and customer experiences?
The impact of this question is profound. On this episode of the Delighted Customers podcast, I sat down with Dr. Stephen Trzeciak ("Dr. T"), whose groundbreaking research proves that compassion isn't just good for our conscience—it's scientifically measurable, essential, and transformative for both the receiver and the giver. Whether you lead a care team, a corporate department, or simply want more meaning in your professional interactions, Dr. T's work illustrates how compassion can drive loyalty, improve outcomes, and even keep your best people from walking out the door.
You should listen to Dr. T because his expertise bridges the gap between touching stories and hard data. With two acclaimed books—Compassionomics and Wonder Drug—plus clinical leadership at the front lines of healthcare, Dr. T demonstrates how compassion delivers ROI. He shares evidenced-based tactics any leader can use to operationalize compassion, strengthen teams, and create unforgettable customer moments—even in high-stress, time-pressured environments.
Here are three compelling questions Dr. T answers on this episode:
How can business leaders operationalize compassion without losing authenticity or making it "just another initiative"?

What simple, proven behaviors can leaders implement today to measurably improve compassion in their teams?

What's the REAL ROI of building a compassionate culture, and how can you quantify its impact to win executive buy-in?

If you're ready to transform the way you serve customers—and keep your teams thriving—listen and subscribe to the Delighted Customers podcast now! Find us on Apple Podcasts and Spotify. We're available on all your favorite podcast platforms.
Meet Dr. Stephen Trzeciak ("Dr. T")
Dr. Stephen Trzeciak is a physician scientist, intensive care doctor, and the Chief of Medicine at Cooper University Health Care in Camden, New Jersey. He is Professor and Chair of Medicine at Cooper Medical School of Rowan University.
With over two decades of clinical and research experience, Dr. T is renowned for his work in linking compassion with improved clinical outcomes and the science behind "Compassionomics." He's co-authored two widely acclaimed books: Compassionomics: The Revolutionary Scientific Evidence that Caring Makes a Difference and Wonder Drug: 7 Scientifically Proven Ways that Serving Others is the Best Medicine for Yourself. His TEDx talks and keynote appearances have inspired audiences worldwide, urging leaders inside and outside healthcare to harness the measurable power of serving others.
Dr. T's research focuses on the biological effects of compassion (on both patients and care providers), strategies for building compassionate cultures, and proven methodolgies for measuring and teaching compassion. He is passionate about helping organizations—from hospitals to global corporations—improve their outcomes by focusing on the human dimension of care and leadership.
Connect with Dr. T on LinkedIn.
Show Notes & References
Compassionomics: The Revolutionary Scientific Evidence that Caring Makes a Difference

Wonder Drug: 7 Scientifically Proven Ways Serving Others Is the Best Medicine for Yourself

Study: "The Power of 40 Seconds" and compassion intervention research (Journal of General Internal Medicine)

JAMA Psychiatry study on compassion phone interventions for loneliness in elderly populations

Gallup Report: What Followers Want From Leaders (2025)

McKinsey & Company Research on Attrition in Healthcare

Dr. T's LinkedIn

Podcast on Apple

Podcast on Spotify

Is it really possible to build trust with customers in a business landscape overflowing with misinformation and emotional volatility?
That burning question is at the heart of my conversation with Michael Forsberg, Director of Client Experience at BrandTrust. In an era many call "post-truth," business leaders face steep challenges in distinguishing what's real from what's noise—especially when it comes to understanding their customers' motivations. Michael's work focuses on uncovering the human truths and emotions driving decisions across industries from tech to healthcare to financial services. The impact? When brands neglect the emotional drivers beneath surface behaviors, they risk eroding loyalty, losing relevance, and missing out on real, meaningful relationships with their customers.
Why should you listen to Michael Forsberg? Michael brings a rare combination of practical expertise, academic rigor (he's an MSU grad in Customer Experience Management and a former student in my class), and heartfelt real-world perspective. From navigating literal wildfires in Los Angeles to helping Fortune 500 brands reimagine their connection with customers, Michael understands both the stakes and the solutions for brands that want to break through "empathy gaps" and drive bottom-line results through emotional insight.
Here are three essential questions Michael answers on the show:
What do emotional inquiry and human truth really mean—and why do they matter for business leaders and marketers?

Why is it so dangerous to rely exclusively on quantitative data when diagnosing customer challenges and designing solutions?

What practical steps can organizations take to uncover emotional insights and apply them to improve experience, retention, and loyalty?

Don't miss these eye-opening insights! Listen and subscribe on Apple Podcasts, Spotify, or your favorite podcast platform—just search for "Mark Slatin." Every episode is designed for leaders who want to move past the surface and start creating truly delighted customers.
Meet Michael Forsberg
Michael Forsberg is Director of Client Experience at BrandTrust, a leading brand strategy and research firm. Michael specializes in leveraging applied social sciences and behavioral economics to uncover the hidden emotional engines powering consumer decision-making. With expertise spanning tech, healthcare, CPG, financial services, and more, he partners with organizations to identify and address the core emotional narratives shaping their customers' behaviors.
Michael began his career in advertising as part of a media agency before moving client-side at an international humanitarian organization, which gave him a global view of human needs and motivations. He has since spent over five years at BrandTrust, helping clients design emotional inquiry research, develop brand strategies, and drive meaningful organizational change grounded in deep emotional insight. Michael holds a Master of Science in Customer Experience Management from Michigan State University and brings real-world empathy to every conversation—something that started with his own experience of responding to wildfire evacuation in Los Angeles.
Connect with Michael Forsberg on LinkedIn or learn more about his work at BrandTrust.com.
Show Notes & References
BrandTrust: brandtrust.com

Emotional Inquiry Research Methodology: More on BrandTrust's approach

Michael Forsberg's LinkedIn: linkedin.com/in/michaelforsberg/

All Time restaurant in Los Angeles, CA (Michael's customer delight story): All Time on Hillhurst

Michigan State University Customer Experience Management program: MSU CXM

Listen on Apple Podcasts | Spotify | Available on all major podcast platforms

What if the financial metrics you rely on to measure your company's success are actually steering you away from long-term customer loyalty and sustainable growth?
In our latest episode of the Delighted Customers podcast, live from Harvard Business School, I dive into this burning question with Rob Markey, professor at Harvard and seasoned veteran at Bain. Rob challenges the conventional wisdom around company valuation, urging us to look beyond the income statement and balance sheet, and instead, consider the real engine driving revenue—our customers. The impact of this discussion is huge: by focusing on customer behavior and relationships, leaders can uncover hidden risks, make smarter trade-offs between short-term gains and long-term health, and build models for enduring shareholder value. If you think financials are telling you the whole story, this episode will make you think twice.
Why should you listen to Rob Markey? Rob doesn't just teach at Harvard Business School—he's one of the world's foremost experts on customer value, business strategy, and the metrics that really matter for growth. As co-creator of the Net Promoter System, his practical frameworks have transformed how organizations like Bain & Company help clients create true customer-centricity. Rob's guidance blends academic rigor with real-world experience, making complex ideas actionable for any business leader looking to future-proof their organization.
Here are three compelling questions Rob answers on the show:
Why are traditional accounting metrics like revenue and profit reporting missing the bigger picture of customer value?

How can C-suite leaders balance inevitable short-term pressures with decisions that build loyalty and drive long-term growth?

What specific steps can leaders take to re-evaluate their customer base and transform the way they forecast and measure company success?

Tune in now and subscribe for more thought-provoking episodes! Find the Delighted Customers podcast on Apple Podcasts and Spotify, or listen on any of your favorite podcast platforms. Make sure to leave a review to help spread the word to more customer-obsessed leaders.
Meet Rob Markey
Rob Markey is a professor at Harvard Business School and a globally recognized expert in customer strategy, business growth, and valuation. Before Harvard, Rob was a Senior Partner at Bain & Company, where he led Bain's global Customer Strategy & Marketing practice. He's best known as the co-creator of the Net Promoter System (NPS), which has revolutionized how businesses measure customer loyalty and advocate for customers at the heart of their growth strategy. Markey has consulted with hundreds of organizations worldwide, helping them shift from product-centric to customer-centric models.
Rob's work bridges the gap between academic thought leadership and hands-on business advising. His Harvard course explores these crucial topics, training the next generation of leaders to see their customers—not just their financials—as the core asset of their business. Rob's mission is to help executives see—and manage—the trade-offs between short-term targets and the actions that secure long-term profitability and loyalty. His insights are published in leading journals and he is a sought-after speaker at global events.
Rob's previous appearances on the show:
#15: Pt. 1 – The Room Where It Happened: The Net Promoter Backstory with Rob Markey (Part 1) — Episode 15 Amazon Music

#16: Pt. 2 – Measuring and Managing Customer Loyalty in a Digital World with Rob Markey (Part 2) — Episode 16 podcastrepublic.net

#65: The 3 Dimensions of Customer Value Creation with NPS Co-Inventor, Rob Markey (Part 1 of 2) — Episode 65 Apple Podcasts+1

#66: Rob Markey on Building Consistent Loyalty Through Trust and Emotional Connection (Part 2 of 2) — Episode 66 Apple Podcasts+1

Connect with Rob Markey on LinkedIn.
Show Notes & References
Fred Reichheld & Net Promoter System: Net Promoter System

Rob Markey's Harvard Business School profile: Harvard Faculty Page

Bain & Company: Rob Markey at Bain

Recommended prior episodes featuring Rob Markey: See our archive for previous episodes.

Yoshida Restaurant, Boston: Yoshida Boston

Harvard Business School: HBS

Listen, subscribe, and join the conversation—your customers (and your bottom line) will thank you.