The Delighted Customers Podcast with Mark Slatin The Agile Brand

Do we make buying decisions as individuals or individuals who are part of a group?
 The answer may surprise you.
Gary David, PhD is a Professor of Sociology and Experience Design at Bentley University.  Dr. David has been researching sociology and its intersection with the business world for several decades.
His findings challenge the status quo when it comes to drivers of consumer behavior and how CX leaders should think about engaging customers.
We discuss how consumers perceptions of their social identities impact their brand loyalty, and ultimately, bottom line results.
In this episode we explore: 
👉 How social identity impacts buying decisions
👉 How to design experiences that connect with consumers social identity
👉 Where most companies get it wrong
👉 Strategies on how to understand social identity and design experiences that earn customer loyalty
Resources
Register for the next Trusted Guide Roadmap™ Master Class Special Podcast Offer Valid through June 5, 2024 here: https://www.empoweredcx.com/delighted
The Delighted Customers podcast website: https://www.empoweredcx.com/podcast
Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/
Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/
The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

The Science of Brand Love
What makes brands like Apple and Nike not just recognized, but truly loved.
Dr. Ahuvia’s book, The Things We Love, explains the psychology behind brand love, and it has been named by Amazon as a “best business book.” He conducted the first scientific studies of brand love some 30 years ago and continues to lead research on this topic.  His research on dating sites led to an appearance on the Oprah Winfrey show.  
On this episode of 🎙🎙🎙The Delighted Customers Podcast we explore the science behind “brand love” and strategies companies can use to drive customer advocacy.
Highlights of this episode include:
👉  Understanding Brand Love**: Learn how 'brand love' evolves from mere satisfaction to deep emotional connections, much like human relationships. It's not just about the quality of products but how brands make consumers *feel* that determines loyalty and advocacy.
👉 Strategies to Cultivate Brand Love**: Discover actionable strategies such as anthropomorphism (think Siri or Alexa), connecting brands to relatable personalities, and aligning with universal values to foster a closer bond with your audience.
👉 Impact on Financial Performance**: Grasp the clear correlation between brand love and profitability. Brands that achieve emotional resonance with their consumers typically see enhanced financial outcomes.
👉 Warnings of reaching too far** - when deploying brand love strategies
Resources
The Delighted Customers podcast website: https://www.empoweredcx.com/podcast
Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/
Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/
The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company
 

In today's fast-paced networked economy, professionals (especially CX pros) must work harder than ever to maintain and improve their business skills and knowledge. But technical mastery of one's discipline is not enough and that’s why Charles H. Green co-authored the Trusted Advisor (and the recently published the 20th Anniversary edition).
The key to change leadership is the ability to earn the trust and confidence of key stakeholders.  
The stakes are even higher for CX leaders who typically have constrained budgets, small teams and limited positional authority.
Charlie returns to the show and shares some fresh insights that leaders can use immediately to boost their impact on change on this episode of The Delighted Customers Podcast.
Highlights include:
Why trust and trustworthiness are critical to any change leadership role
How trust plays into the decision-making process
Busting myths about trust - like it must take time to build or rebuild
Lessons from Lincoln: The strategic importance of perception
Resources
The Delighted Customers podcast website: https://www.empoweredcx.com/podcast
Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/
Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/
The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Lessons from Taylor Swift About How to Create Superfans with Brittany Hodak
Have you ever wondered why some celebrities create a swarm of superfans that become lifelong advocates for them (and others, not so much)? 
My guest on this episode of the Delighted Customers Podcast worked her way up from radio station mascot to the head of a marketing agency that promoted the biggest name stars from Taylor Swift, Katy Perry and Dolly Parton along with some of the biggest brands like Walmart, Amazon, and Disney.
Now an author and speaker, Brittany Hodak and I explore her book, Creating Superfans: How To Turn Your Customers Into Lifelong Advocates.  
Highlights from the show:
What lessons can leaders take from Taylor Swift’s incredibly loyal fanbase?
The power of “common lessons”
How to cultivate customer loyalty
Understanding personal brand influence
 
And much more…
Resources
The Delighted Customers podcast website: https://www.empoweredcx.com/podcast
Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/
Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/
The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Jennifer Ashman is a CX thought leader and experience design expert.  She has been in the field for over two decades and is a Professor of Practice at Michigan State University, where she teaches Experience Design in the Master's Degree program in Customer Experience Management.
Jennifer shares some real world examples to help make the conversation easily relatable.
Content Highlights:
- **Deep Dive into Qualitative Research**: Jennifer unpacks the myriad ways this research method informs decision-making to avoid costly missteps and enhance customer engagement.
- **The Art of Human Interaction**: Discover the irreplaceable value of human-led research methodologies in drawing out the rich, personal details that AI tools often miss.
- **Journey Mapping Mastery**: Learn about the art of crafting journey maps from the customer's perspective with actionable insights, as Jennifer shares her hands-on approach to customer-centric problem solving.
- **Real-World Impact**: Be inspired by stories of organizations that transformed their practices and customer relationships through the actionable intelligence gained from qualitative research.
Resources
The Delighted Customers podcast website: https://www.empoweredcx.com/podcast
Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/
Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/
The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

You’ve just been hired as the Chief Experience Officer to run a financial services firm. What are the keys to driving sustained success?
Join CXO Eric Smuda share his insights on the keys (and the challenges) to leading successful change by driving outstanding customer experiences.
My favorite quote from Eric? “If you’re not using CX as your growth engine, what are you doing???”
Some of the key lessons for this episode of The Delighted Customers Podcast (link in comments below):
'CX and Profit': Good customer experience merges business benefits with customer satisfaction. 'Interaction ROI': Show return on investment in CX by linking experience improvements to CX Suite imperatives such as enhancing acquisition, retention, customer lifetime value, and lowering service costs. 'Digital Impact': Enhance digital CX to increase conversion rates and decrease abandonment, demonstrating clear benefits. 4. 'Relationship Building': Build strong relationships by learning about colleagues' business areas and contributing to shared goals. And lots more gems.
Resources
The Delighted Customers podcast website: https://www.empoweredcx.com/podcast
Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/
Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/
The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company