The Trusted Guide Podcast with Mark Slatin

Mark Slatin
  • 0.0 (0)
  • Management
  • Monthly

The Trusted Guide Podcast (formerly The Delighted Customers Podcast) explores what it takes to lead change when you don’t have formal authority. Hosted by Mark Slatin, the show examines how trust, credibility, and relationships determine whether ideas move forward—or quietly stall—in complex organizations. Through conversations with experienced leaders, practitioners, and researchers, each episode offers practical insight on influence, alignment, and leading meaningful change without the power to mandate it.

  1. Oct 15

    #168 Smart Leaders. Stalled Change. Here's Why.

    Smart leaders. Stalled change. Here's why: most leadership teams say they "support" customer experience — but support isn't the same as action. It's been over a dozen years since "Outside In" was written and Megan Burns shared the six CX disciplines as their working model. I was curious about what has changed since those days - what would she include today that wasn't in the book. In this episode, we dig into why "we need leadership support" is the wrong ask, what actually moves change forward (funding, policy shifts, real decisions), and why that truth exists alongside a harder one: leadership support is genuinely difficult to earn, and change leaders still need a real strategy to get it. We go behind the scenes of the 6 Disciplines customer experience maturity model from Outside In — why it was built on behavior instead of attitude, and which disciplines companies most often fake their way through (customer understanding, governance, and culture top the list). We also unpack engagement strategy: how to find the "power core" inside an organization, build coalitions, and win the small battles that make bigger change possible. And we close with the one question every CX leader should ask before diagnosing any gaps: what are we already doing right? Show Notes 🔗 Episode 41 — How Do We Activate Employees to Deliver Consistently Good, Strategically Amazing Experiences? https://bit.ly/4gUlJWB 📖 Book: Outside In https://amzn.to/4xcilMJ 🔗 Connect with Megan Burns https://www.linkedin.com/in/meganburns/ 🔗 CX Index — Forrester https://www.forrester.com/research/cx-index/ Topics covered: Why "leadership support" is the wrong ask — and what real action looks likeThe paradox: support is hard to get, but that can't become the excuse for inactionBuilding an internal engagement strategy: finding the "power core" and building coalitionsThe origin story of the 6 Disciplines maturity model (built at Forrester, 2010)Why "behavior, not attitude" was the core design principleThe 6 disciplines: Strategy, Customer Understanding, Measurement, Design, Governance, CultureWhere companies most often perform "superficially" (and think they're excelling)Why leadership and change management were intentionally left out of the original model — and what Megan would do differently todayThe one diagnostic question to ask before any CX gap analysis

  2. Sep 10

    #167 Technology Is Not the Strategy

    Technology can help organizations move faster. But faster toward what? Mark Slatin sits down with Dr. Gerard Athaide, professor of marketing at Loyola University Maryland, to explore why strategy must come before technology. Gerard explains why leaders should begin with an honest assessment of where customers are struggling before investing in a new platform, automation, or AI solution. He also introduces the 3A framework for digital innovation: acquisition, analysis, and activation. Learn why technology alone will not improve the customer experience, how leaders can focus limited resources, and why human judgment and organizational culture remain essential. Research referenced: Marketing Innovations and Digital Technologies: A Systematic Review, Proposed Framework, and Future Research Agendahttps://doi.org/10.1111/jpim.12741 Gerard Athaide’s Loyola University Maryland faculty profile:https://www.loyola.edu/sellinger-business/faculty-research/directory/athaide.html Lead with trust. Change what matters.

  3. Aug 13

    # 166 Why Good Ideas Get Blocked: The Trust Equation for Change Leaders with Charlie Green

    Why Good Ideas Get Blocked: The Trust Equation for Change Leaders with Charlie Green It pairs naturally with the thumbnail, names the recognizable framework, and makes the change-leadership application explicit. WHY GOOD IDEAS GET BLOCKED: THE TRUST EQUATION FOR CHANGE LEADERS WITH CHARLIE GREEN Why do strong ideas—with solid evidence and a compelling business case—still get blocked? Because leading change takes more than credibility, data, and ROI. It requires trust. In this episode, I’m joined by Charlie Green, founder of Trusted Advisor Associates and co-author of the landmark book The Trusted Advisor, to explore how the Trust Equation applies to change leadership. Charlie explains why the framework should really be called the “Trustworthiness Equation” and breaks down its four components: credibility, reliability, intimacy, and self-orientation. We discuss why leaders often overestimate the rational elements of trust and underestimate the power of emotional safety, genuine attention, and making people feel heard. I also share a costly leadership mistake from my banking career: I failed to fully explore one stakeholder’s reservations about a major initiative, and the resulting resistance sent our work sideways for three years. If you lead change without direct authority—or struggle to secure support for ideas you know can make a difference—this conversation will help you approach resistance, influence, and stakeholder relationships differently. IN THIS EPISODE, YOU’LL LEARN: • Why trustworthiness matters more than simply asking others to trust you • How the four components of the Trust Equation work • Why intimacy and self-orientation can matter more than credentials and reliability • How fear prevents leaders from asking the necessary follow-up question • Why “Tell me more” can transform resistance into collaboration • How to prepare thoroughly while remaining open to other perspectives • What it means to “detach from the outcome” • Why people need to feel heard before they will support change • How an overlooked stakeholder concern can derail an initiative • Why ROI and other rational measures rarely tell the whole story SHOW NOTES : ABOUT CHARLIE GREEN: Charlie Green is the founder of Trusted Advisor Associates and co-author of The Trusted Advisor. He is also the author of Trust-Based Selling and co-author of The Trusted Advisor Fieldbook. His work has helped leaders and professionals around the world build stronger relationships through trust. RESOURCES: Charlie Green and Trusted Advisor Associates: https://trustedadvisor.com/ Explore the Trust Equation: https://trustedadvisor.com/build-trust/trust-equation Learn more about The Trusted Guide Roadmap™: https://www.empoweredcx.com/tgr If this conversation helped you think differently about leading change, subscribe to The Trusted Guide Podcast and share this episode with someone trying to move an important idea forward. Leading change starts with trust.

    # 166 Why Good Ideas Get Blocked: The Trust Equation for Change Leaders with Charlie Green

  4. Jul 16

    #165 Seth Godin: Why Most Change Efforts Fail Before They Start

    Most change efforts don't fail because of bad strategy. They fail because the people leading them are asking the wrong question. Seth Godin has written 21 bestselling books. He's built movements, challenged industries, and spent decades studying why some ideas spread and others die quietly in conference rooms. In this conversation, Seth cuts straight to what most change leaders get wrong — and what to do instead. You'll walk away with: A clearer way to think about strategy that actually holds up under pressureWhy chasing ROI may be the thing killing your credibility — and what to say insteadHow storytelling works (and what has to happen after you tell it)What it really takes to lead change when you don't have the authority to force itThis one stayed with me long after we recorded it. I think it'll do the same for you. 🎧 This Is Strategy by Seth Godin — linked in the show notes.

  5. Jun 18

    #164 - The Missing Ingredient in Customer-Centric Leadership: Identity

    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.

  6. Jun 10

    #163 From Delighted Customers to Trusted Guide

    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.

  7. 11/20/2025

    #162 Compassionomics in Action: Measurable Impact for Business Leaders and Healthcare alike

    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

    #162 Compassionomics in Action: Measurable Impact for Business Leaders and Healthcare alike

  8. 11/13/2025

    #161 Navigating the Post-Truth Era: Building Brand Trust with Emotional Inquiry

    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

    #161 Navigating the Post-Truth Era: Building Brand Trust with Emotional Inquiry
See All (169)

About

The Trusted Guide Podcast (formerly The Delighted Customers Podcast) explores what it takes to lead change when you don’t have formal authority. Hosted by Mark Slatin, the show examines how trust, credibility, and relationships determine whether ideas move forward—or quietly stall—in complex organizations. Through conversations with experienced leaders, practitioners, and researchers, each episode offers practical insight on influence, alignment, and leading meaningful change without the power to mandate it.

Information