The Delighted Customers Podcast with Mark Slatin

• #160 Rethinking Valuation: Why Customer Metrics Matter More

  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.

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• #159 The Serial Fixer Trap: Boundaries, Burnout, and Better Leadership

  Are you unknowingly sabotaging your own well-being at work—and at home—by trying to fix everyone else's problems? So many of us find purpose and validation in helping, supporting, and "solving" for others. But what happens when that good intention tips into burnout, resentment, and codependent relationships? In this episode, I dig into the hidden costs of being a "serial fixer" with my guest Leah Marone, whose new book offers a powerful wakeup call for leaders, parents, and anyone in a people-focused role. Leah shines a light on why constant fixing and over-helping backfire, both for us and for the people we care about, and how learning to "support, don't solve" can transform workplaces and families. If you work in customer service, HR, management, education—or if you just find yourself constantly taking on the world's problems—you need to hear Leah's insights. She brings two decades of experience as a psychotherapist, mental wellness consultant, keynote speaker, former Division 1 athlete, and proud "recovering perfectionist." Leah's thoughtful and practical wisdom will help you recognize your own patterns and set boundaries that actually serve everyone better—not least, yourself. Here are three essential questions Leah answers in our conversation: What's the real-world business impact when leaders fall into the "serial fixer" trap—and how does it show up on your team and bottom line? What does it actually feel like to work for, or with, someone who is always fixing and "helping"—and what damage does that cause to confidence and connection? How can you identify when you're stuck in the fixer role, and what actionable steps can you take (from her "support, don't solve" model) to create healthier boundaries in your relationships? I invite you to listen, subscribe, and share this episode—it just might save you (and your organization) from burnout. Find us on Apple Podcasts and Spotify, or any of your favorite podcast platforms. Meet Leah Marone Leah Marone is a licensed clinical social worker, psychotherapist, keynote speaker, and leading mental wellness consultant with over 20 years of experience. She collaborates with individuals and organizations across high-empathy, high-pressure professions—including customer service, education, HR, and healthcare. Leah is a regular contributor to Psychology Today and serves as an expert voice for Newsweek and The Atlantic. A former Division 1 athlete and self-described "recovering perfectionist," Leah is passionate about helping individuals set boundaries, overcome burnout, and develop sustainable emotional health—both at work and at home. In her new book, The Serial Fixer (available November 11), Leah reveals why "helping" can go too far and offers a blueprint for more empowering, resilient relationships. She's available for speaking, consulting, and team-based book studies, and loves connecting with readers and listeners. Website: leahmarone.com Book: serial-fixer.com LinkedIn: Leah Marone on LinkedIn Show Notes & References The Serial Fixer by Leah Marone: serial-fixer.com (Pre-order available; releases November 11) Leah's main site: leahmarone.com Leah Marone LinkedIn: Leah Marone Book available at Amazon, Barnes & Noble, Target, Bookshop, and other major retailers Listen & subscribe on Apple Podcasts, Spotify, or any podcast app!

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• #158 The Art of Communication: Delivering Difficult News with Compassion

  Is it possible to deliver life-changing news—with compassion—without sacrificing precious time or the physician's own well-being? It's a burning question for healthcare professionals everywhere, and the impact of getting it right goes far beyond the exam room. Not only does compassionate communication ease patient anxiety and foster loyalty, but it also drives better outcomes, even in the face of a system that pressures doctors to prioritize speed and productivity (those infamous RVUs!). As the demands on clinicians mount, many struggle with "compassion fatigue," and patients often experience rushed, impersonal conversations when they need empathy and understanding most. This episode offers a solution—and hope—for both sides of the stethoscope. You should listen to this episode because my guest, Dr. Rachel Hitt, delivers a masterclass in patient communication. As Chief of Breast Imaging at Tufts Medical Center and Medical Director of Patient Experience for Tufts Medicine Integrated Network, she brings more than 20 years of clinical expertise and a passion for improving the way difficult news is shared with patients. Dr. Hitt is not only a practicing clinician; she's a certified facilitator in healthcare communication and a certified patient experience professional, dedicating herself to coaching and elevating the next generation of physicians. Her insights are practical, inspiring, and applicable well beyond healthcare—for anyone who faces moments of tough conversations and wants to make those moments matter. Here are three powerful questions Rachel answers on the show: Why do so many healthcare professionals struggle with delivering difficult news compassionately—and how can they overcome barriers like exhaustion, lack of time, and institutional pressure? What is the ART model for patient communication, and how does it transform a monologue into a meaningful dialogue, even when sharing devastating diagnoses? How do small gestures—like a brief pause, gentle touch, or simply asking permission to enter—impact patient experience, loyalty, and even the bottom line for hospitals and health systems? Listen in and subscribe! Find this episode on Apple Podcasts and Spotify, and catch all future episodes on your favorite podcast platforms: Apple Podcasts Spotify (Available wherever you get your podcasts—just search for "Delighted Customers"!) Meet Dr. Rachel Hitt Dr. Rachel Hitt, MD, MPH, is the Chief of Breast Imaging at Tufts Medical Center and Medical Director of Patient Experience for the Tufts Medicine Integrated Network. With more than two decades of experience, she has touched thousands of lives, guiding patients and their families through some of their most vulnerable moments. Rachel graduated from Harvard Medical School and completed her residency in radiology and fellowship in breast imaging at Massachusetts General Hospital—two of the nation's most prestigious medical institutions. She also holds a Master's in Public Health from the University of Michigan and is a certified facilitator in healthcare communication through the Academy of Communication and Healthcare. Rachel is a Certified Patient Experience Professional (CPXP), and she's equally comfortable in academic medical centers and private practice settings. She has dedicated much of her career to teaching, coaching clinicians, and speaking at conferences about how medical professionals can improve the patient experience—"chunking and checking" information, meeting people where they are, and nurturing authentic, empathetic relationships. Connect with Rachel on LinkedIn. References and Show Notes Academy of Communication in Healthcare Dr. Steven Tresiak's "power of 40 seconds" research (Ted Talk) LinkedIn: Dr. Rachel Hitt Book reference: "All Business is Personal" by Dr. Joseph Michelli (from prior episodes) RVU (Relative Value Units) model in healthcare Techniques for improving patient loyalty and experience Thanks for listening—subscribe and share if you want more episodes just like this!

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• Introducing The Jordan Harbinger Show

  I would like to recommend The Jordan Harbinger Show. The show dives into the minds of some fascinating guests. I have become a regular listener and I hope you enjoy it too!

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• #157 The Anxious Generation

  What happens to innovation, team dynamics, and trust in organizations when a significant portion of employees are emotionally fragile, risk-averse, and struggle with interpersonal interactions? In this episode of the Delighted Customers podcast, I dive into the profound impact of generational shifts on workplace culture, leadership, and customer experience. Drawing insight from the best-selling book, The Anxious Generation by Jonathan Haidt, my guest Charlie Green and I explore how Gen Z—shaped by overprotective parenting, the rise of social media, and the isolating effects of Covid—are changing the future of professional services firms and beyond. The implications are not just for the workplace, but for entire industries that rely on innovation, adaptability, and trustworthiness from their teams. You need to listen to this episode because Charlie Green is not just an expert on trust—he literally wrote the book on it! As the co-author of The Trusted Advisor and founder of Trusted Advisor Associates, Charlie brings unparalleled authority and hands-on experience to the discussion. If you're responsible for hiring, leading, or influencing teams in any organization, Charlie offers the data, the anecdotes, and the actionable advice you need to spot warning signs and respond effectively. Here are three questions Charlie answers during our conversation: What are the biggest risks facing organizations as Gen Z moves into leadership roles? How can managers recognize and respond to "emotional fragility" and risk-aversion in their teams? What practical strategies can leaders use to build trust, resilience, and effective collaboration in a hybrid, post-pandemic world? Don't miss this timely episode! Listen and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify—plus, it's available on all your favorite podcast platforms. Meet Charlie Green Charlie Green is the co-author of The Trusted Advisor and author of Trust-Based Selling. As founder of Trusted Advisor Associates, Charlie has trained, coached, and consulted with thousands of professionals in global firms like Accenture, McKinsey, and the Big Four. His expertise centers on the mechanics of trust, trustworthiness, and how deep human connection drives the best business outcomes. With decades of experience and a powerful network, Charlie is a sought-after advisor, webinar host, and keynote speaker, especially on topics of leadership and organizational culture. Charlie holds credentials in consulting and business development, and he's committed to helping leaders at every level create more resilient, responsive, and trustworthy organizations. Connect with Charlie on LinkedIn here. Show Notes & References The Anxious Generation by Jonathan Haidt (NYT Best Seller) Trusted Advisor Associates: https://trustedadvisor.com Charlie Green's LinkedIn: https://www.linkedin.com/in/charliegreen/ Robert Putnam, Bowling Alone (book reference) Contact Charlie Green: [email protected] Subscribe, listen, and let me know what resonates!

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