All Episodes
Displaying 31 - 41 of 41 in total
Don't Treat All Customers the Same: The Customer-Base Audit with Dr. Peter Fader of Wharton Pt. 1 of 2
This episode is part 1 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, at the University of Pennsylvania...
Delivering Happiness 2.0 with Alex Genov, Head of Customer Research at Zappos
Delivering Happiness 2.0 - Behind the Scenes Look at Zappos with Head of Customer Research, Alex Genov In 2009, Amazon bought a start up shoe company that broke the...
CX Week Special Edition: Gaining Executive Support & CXPA Benefits with Board Chair Nancy Porte
In celebration of CX Week this episode features Nancy Porte, Chair, Board of Directors, CXPA. Nancy discusses 3 important topics: 1. Why gaining the support of...
CX Week Special Edition: How CXPA is a Differentiator for CX Professionals with the CEO, Greg Melia
In celebration of CX week, my special guest, CXPA CEO Greg Melia talks about how he ended up becoming the first full time CEO of CXPA and why the organization helps CX...
Designing Digital Transformation to Improve CX with HP's Jaya Sudarshan
The race to digital transformation was accelerated by the pandemic. Many organizations have invested time and money and have little to show for it. Jaya Sudarshan sh...
Building Trust with Key Stakeholders - Author Charles H. Green
Trust. Isn't that one of those soft, touchy-feely words? In today's word of digital transformation, isn't people skills so...yesterday? From someone who walke...
The First Ever Degree in Customer Experience Management - Dr Tom DeWitt, MSU Professor
Dr. Tom DeWitt, trailblazer and Director of CXM@MSU, talks about why it was time to launch a Masters of Science in Customer Experience Management (CXM) at Michigan Sta...
Engaging Employees for Outstanding Customer Experiences
In this episode, my guest Stacey Nevel gives practical tips on how to engage employees and avoid some of the most common mistakes that negatively impact employee engag...
Design Thinking with Diane Magers
Customer friction can lead to customer defection. Often, companies attempt to fix their customer's pain with a short term solution. Diane defines design thinking and...
From Impressed to Obsessed - Author Jon Picoult
Jon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans. Excellence is never an accident. J...
Trailer
The Delighted Customers Podcast trailer describes who the show is for (business leaders and CX leaders) and how it can help listeners delight their customers to achiev...
