The Delighted Customers Podcast with Mark Slatin

• #152 Toyota’s Secret Weapon: Applying the A3 and Nemawashi for Customer Loyalty

  What if the real secret to customer loyalty and transformation isn’t just about great ideas, but about how you build consensus within your organization—before you make a single move? Too often, even the smartest strategies can get derailed by resistance, misalignment, or simple miscommunication inside a company. That’s why I was eager to dig into the Japanese concept of "Nemawashi," a systematic approach to consensus-building that’s been central to Toyota’s legendary pursuit of customer delight and continuous improvement. Imagine cutting through internal silos and getting people not just to "buy in," but to truly commit—streamlining innovation from inside out. The impact? Smarter, faster, and more sustainable change that sticks. If you care about transforming customer experience and sparking lasting organizational change, you don’t want to miss this episode with Dr. Graham Hill. He brings not only a global perspective but also hands-on experience as the former head of CRM for Toyota Financial Services—where these very principles drove jaw-dropping results. Dr. Hill’s blend of academic rigor, practical insight, and international expertise makes this a must-listen for anyone looking to break down barriers and drive real, measurable progress. Here are three standout questions Graham answers on the show: What is Nemawashi, and how does it fundamentally change the way organizations drive internal consensus and transformation? Why is commitment more important than simple executive buy-in when trying to make organizational change succeed? How can the A3 model and concepts like Gemba and Kaizen help teams collaborate more effectively and boost campaign results? Don’t miss this fascinating exploration—listen and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify, or find us on all your favorite podcast platforms. Meet Dr. Graham Hill Dr. Graham Hill is a recognized global authority on customer experience, loyalty, and organizational transformation. With an extensive background spanning over thirty-five years, Graham has worked with top brands such as British Airways, Ford Motor Company, the Royal Bank of Scotland, and notably spent over five years with Toyota Financial Services in Germany as Head of CRM. There, he learned firsthand the power of Japanese business principles like Nemawashi, the A3 model, and Kaizen—applying them to drive breakthrough improvements, including a leap from a 5–10% to a 35% response rate in customer campaigns. He’s also held senior roles at firms like PricewaterhouseCoopers and KPMG Consulting, bringing both rigorous academic and practical expertise to the table. While Graham humbly resists the title of "Japanese culture expert," his immersion in Toyota’s approach has given him a unique perspective on the art and science of organizational change. Today, he’s active on LinkedIn—passionate about sharing what he’s learned and helping others cultivate more collaborative, customer-centric organizations. Connect with Graham Hill on LinkedIn: Graham Hill Show Note References Toyota’s Secret Weapon: The A3 Report by John Shook (MIT Sloan Management Review): Read Article Culture’s Consequences by Geert Hofstede: Learn more Steve Blank’s quote: “There are no facts inside the building.” Steve Blank Servqual/ RATER Model: Overview 40 Years, 20 Million Ideas: Toyota’s Suggestion System: Book Info Tom Fishburne, Marketoonist: Marketoonist Cartoons Connect with Dr. Graham Hill: LinkedIn

  --------  

  33:32

  --------

  33:32
• #151 The Generous Leader: 7 Ways to Give of Yourself for Everyone's Gain

  What if the real secret to exceptional leadership isn’t control, charisma, or even performance—but generosity? Could the “soft stuff” like listening, empathy, and vulnerability truly drive the hardest results in business? In this episode of the Delighted Customers podcast, I dig into that very question with Joe Davis, legendary former Senior Partner at Boston Consulting Group, co-founder of BCG’s Washington D.C. office, and author of “The Generous Leader: Seven Ways to Give of Yourself for Everyone’s Gain”. Joe shares his own journey from traditional, results-driven leadership to a generous, people-centered model—and why unlocking your team’s full human potential just might be the most powerful business move you can make. We explore how the traits of generosity drive not only team happiness and loyalty, but also real bottom-line outcomes, making this conversation essential listening for leaders and aspiring leaders at every level. Why should you tune in to this episode? Joe has four decades of hands-on experience innovating in both the private and public sectors, founding major business initiatives within BCG, and working closely with Fortune 500 C-suite leaders. He distills this wisdom into practical strategies—whether you’re leading a team of three or a global enterprise of 100,000. His stories from the front lines of consulting, combined with actionable steps for building trust and humanity in the workplace, will change the way you think about leadership forever. Here are three compelling questions Joe answers on the show: Why should organizations and their C-suite invest in “generous leadership” when they’re held accountable for hard business outcomes, not just a healthy culture? What are the seven key traits that separate good leaders from exceptional, generous leaders—and how do they play out in real-world scenarios? How can listening, vulnerability, and small acts of recognition dramatically improve your team’s performance and engagement? Listen now and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify! You’ll find this episode—and every episode—on all your favorite podcast platforms. If you find value in these conversations, please leave a review and share with a friend or colleague who wants to rethink what great leadership really looks like. Meet Joe Davis Joe Davis is a veteran senior partner at Boston Consulting Group (BCG), where he spent 37 years shaping strategy, developing talent, and transforming organizations at the highest level. Joe co-founded BCG’s Washington D.C. office and launched the firm’s North American Public Sector business, as well as leading BCG North America. Passionate about advancing equity and inclusion, he also founded and chaired BCG’s Center for Inclusion and Equity. Joe is a Harvard Business School graduate and has been at the forefront of helping organizations evolve from top-down, authoritarian structures to cultures of trust, inclusion, and generosity. His experience spans advising CEOs of major corporations to hands-on coaching with emerging leaders. He is the author of “The Generous Leader: Seven Ways to Give of Yourself for Everyone’s Gain,” a groundbreaking book that reimagines the connection between caring leadership and delivering results. Joe is currently an advisor and coach to BCG’s rising partners, teaching them how to inspire, motivate, and build lasting client relationships. You can reach Joe and learn more about his work via his LinkedIn profile or his website at joedavis.com. Show References and Resources “The Generous Leader: Seven Ways to Give of Yourself for Everyone’s Gain” by Joe Davis Amazon Link Joe Davis on LinkedIn: https://www.linkedin.com/in/joe-davis-bcg/ Joe’s personal website: https://joedavis.com Harvard Business School: https://www.hbs.edu Boston Consulting Group (BCG): https://www.bcg.com Michigan State University’s Trust and Leadership Education: https://broad.msu.edu CEO Joaquin Duato, Johnson & Johnson: https://www.jnj.com/leadership/joaquin-duato Scott Kirby, CEO of United Airlines: https://www.united.com/ual/en/us/fly/company/about/leadership.html Sheila Bair, former FDIC chair: https://www.fdic.gov/about/leadership/sheila-bair/ Thank you for listening to the Delighted Customers podcast!

  --------  

  31:42

  --------

  31:42
• # 150 Delta’s AI Fare Experiment: Will Smart Pricing Alienate Loyal Customers?

  Is AI-powered personalized pricing the next frontier—or the next fiasco—for customer loyalty and corporate reputation? That’s the burning question I dive into with my guest, Dr. Peter Fader, on this episode of the Delighted Customers podcast. With Delta Air Lines rolling out AI-driven pricing and the world watching closely, the conversation takes a provocative turn: Should the C-suite pursue every possible drop of revenue if it risks alienating the very customers whose business it depends on? Dr. Fader walks us through the razor’s edge between innovative revenue optimization and the real dangers of going “too granular” with pricing, shining a light on the long-term risks few companies are thinking about today. Why should you tune in? Dr. Peter Fader is not just an academic—he’s a trailblazer whose work bridges the gap between data science, behavioral psychology, and pragmatic business leadership. His pioneering research on customer lifetime value and predictive analytics has redefined how top firms measure, value, and grow their customer bases for sustainable profitability—not just quick wins. If you work in pricing, revenue management, customer experience, or strategy, you need to hear his take on dynamic pricing, the emotional minefields of AI, and how to make decisions that customers—and shareholders—can live with tomorrow, not just today. Here are three key questions Dr. Fader answers in this episode: What’s the real difference between smart dynamic pricing and dangerous personalized pricing—and why should every business care? How can companies avoid the temptation of “slicing the bologna too thin” with AI, and what are the hidden long-term costs of over-optimizing for short-term profit? Where are the true opportunities and ethical boundaries in customer-based valuation, and what lessons can firms learn from industries like airlines and pro sports? Listen now and subscribe so you never miss an episode—find us on Apple Podcasts and Spotify, or on any of your favorite podcast platforms. Apple Podcasts Spotify Meet Dr. Peter Fader Dr. Peter Fader is a Professor of Marketing at the Wharton School at the University of Pennsylvania, renowned for his transformative contributions to customer analytics, customer lifetime value, and predictive modeling in business. His influential books include “Customer Centricity: Focus on the Right Customers for Strategic Advantage,” “The Customer Centricity Playbook,” and “Customer-Base Audit.” Beyond academia, Peter made waves as co-founder of Zodiac, a predictive analytics firm acquired by Nike in 2018, and continues pushing the boundaries at Theta, a company focused on customer-based corporate valuation for private equity and enterprise clients. Peter’s work stands out for blending rigorous quantitative modeling with real-world application, helping executives across industries balance the drive for immediate revenue with strategies that nurture lasting customer relationships and true organizational value. His recognitions include teaching and research awards, and he is frequently sought after for his insights by global brands, sports franchises, and media. Connect with Peter on LinkedIn: Dr. Peter Fader Show Notes/References Delta Airlines’ AI-driven strategic pricing news: Delta, Fetcherr, and AI Pricing Example Customer-Based Valuation (Theta): Theta Prospect Theory – Daniel Kahneman & Amos Tversky: Nobel Prize in Economic Sciences 2002 – Daniel Kahneman Dr. Fader’s books: Customer Centricity: Focus on the Right Customers for Strategic Advantage Customer-Base Audit The Customer Centricity Playbook Reference to Amazon’s 2000 personalized pricing backlash: Wired: Amazon Customers Upset About Price Tests Have a question or feedback? Reach out—I love hearing from listeners!

  --------  

  27:43

  --------

  27:43
• #149 The Heart of Service: A Blueprint for Human Centered AI in Customer Service

  What really makes customer service stick—not just as a business function, but as a transformative and human-centered experience—even in an era dominated by AI and automation? That’s the burning question I dig into with my guest on this episode of the Delighted Customers podcast. If you’ve ever wondered why some organizations continually miss the mark (even with technology at their fingertips), or why change management feels like an endless uphill battle, this conversation is for you. More than ever, your customers expect seamless, empathetic experiences—and getting it wrong can cost you not just customers, but also your reputation and bottom line. You should listen to Nick Glimsdahl because he’s not only spent years on the front lines of customer experience and contact center management, but he’s also channeled those lessons into his compelling new book, The Heart of Service. Nick brings practical wisdom, powerful stories, and tried-and-true strategies to the table. He knows the pain points, understands the evolution of customer expectations, and knows how to drive meaningful change—while keeping the “heart” front and center. Here are three pressing questions Nick answers in our conversation: What are the hidden challenges (and necessary steps) when trying to transform a broken customer service culture from the inside out? How can organizations balance technology, such as AI, with the need to stay truly human and deliver standout customer experiences? What are the most common missteps leaders make when implementing new service solutions, and how can you avoid falling into those traps? Tune in now and find out why your strategy—and your empathy—both matter more than ever. Subscribe to the Delighted Customers podcast on Apple Podcasts or on Spotify, or listen on any of your favorite podcast platforms. Don’t miss an episode! Meet Nick Glimsdahl Nick Glimsdahl is an industry leader in customer experience and contact center transformation, and the author of the new book, The Heart of Service. With over eight years in the world of contact centers, Nick has witnessed firsthand the rapid evolution—and common pitfalls—of service delivery in both technology-driven and human-driven environments. As a consultant at VDS, he’s helped numerous organizations assess, reimagine, and implement successful customer experience strategies by putting people and outcomes first. Nick is also a seasoned podcaster and storyteller, using his platform and expertise to surface the real, behind-the-scenes challenges frontline teams and leaders face. He’s passionate about not only improving customer metrics like retention, employee morale, and NPS, but also championing the human side of service—helping organizations move beyond “marketecture” and truly listen to both customers and employees. Want to connect with Nick? Find him on LinkedIn. References from this Episode The Heart of Service by Nick Glimsdahl (book) VDS (Nick’s Consulting Firm) Patrick Lencioni - Five Dysfunctions of a Team, Silos, Politics, and Turf Wars Kindra Hall - Storytelling Expert Salesforce, used as a technology example Listen and subscribe now on Apple Podcasts and Spotify, or search for “Delighted Customers” on your favorite podcast platform!

  --------  

  27:40

  --------

  27:40
• #148 Rethinking AI Strategy in Customer Experience

  Is your business rushing into AI without really understanding how it fits into your strategy—or worse, letting “FOMO” drive your next big tech investment? On this episode of the Delighted Customers podcast, I challenge leaders to think beyond the hype and get real about the transformational (and sometimes risky) power of AI in delivering great customer experiences. With renowned customer experience innovator Bill Staikos as my guest, we dig into the strategic decisions today’s C-suite faces: not just adopting new technology, but making sure it’s purpose-built to enhance both customer and employee outcomes. Bill’s candid, practical approach exposes common missteps—like dropping AI tools into teams with no training or clarity—and offers an essential reset for anyone who wants lasting, measurable results. Bill Staikos brings rare insight as a former Senior Vice President at Medallia and Bank of New York (the world’s largest custodian bank), and as founder of the boutique consultancy B Customer Led. Tune in to learn directly from someone who has led next-gen customer experience transformations at major financial institutions, built teams to scale, and now pushes the field forward with his own new show, The Multimodal Experience. Here are three core questions Bill answers in our episode: What are the biggest mistakes companies make when incorporating AI into customer experience—and how can you avoid them? How should leaders think about the boundaries between automation and the human touch, especially in sensitive customer journeys? What’s changing about who your “customer” truly is in an age of agentic AI, and how does that reframe loyalty and relationship-building? Don’t miss this episode if you want actionable, clear-eyed guidance on making AI work for the people who matter most—your customers and employees. Listen now and subscribe via Apple Podcasts or Spotify, or find us on all your favorite podcast platforms! Meet Bill Staikos Bill Staikos is a visionary leader in customer experience, AI strategy, and organizational change, with a career spanning top roles at industry giants such as Medallia, Bank of New York, JPMorgan Chase, Credit Suisse, and American Express. He’s known for driving and scaling business outcomes in some of the most data-rich, complex environments in the world, particularly in financial services. As founder of B Customer Led, Bill helps organizations rethink how technology, data, and talent intersect to build customer-centric growth. Bill’s approach is rooted in challenging the status quo—pushing companies to break old habits, design with both the “front-of-house” and “back-of-house” in mind, and always put human goals before shiny tech. He is also the creator and host of the new podcast, Multimodal Experience, where he explores how advanced technologies are fundamentally reshaping the way brands and people connect. You can connect with Bill on LinkedIn: Bill Staikos LinkedIn References from the Show ADKAR Change Management Model Medallia Bank of New York Mellon Bill Stakos on LinkedIn B Customer Led Strawberry Agentic AI Browser (referenced as an example in the discussion) NPS Prism at Bain The Multimodal Experience Podcast

  --------  

  32:24

  --------

  32:24

More Business podcasts

Trending Business podcasts

About The Delighted Customers Podcast with Mark Slatin