#26: A Five Step Model to Earn Customer Loyalty with Mark Slatin & Patty Soltis

A Five Step Model to Earn Customer Loyalty with Mark Slatin I’ve interviewed some of the legends in customer experience on The Delighted Customers Podcast but this episode will be a twist! In this episode, Patty Soltis, CCXP, and a leader of Patient Experience at The Moffitt Cancer Center, turns the tables and interviews ME!  It was fun to be on the other side of the table and share why CX is the growth engine for businesses. In this episode: What does it mean to empower my clients? Why consistency is so important for business results like referrals, retention, and cost reduction The often underestimated cost of customer friction (and how to reduce/eliminate it) The 5 Step Model I take to empower my clients and my “why” for serving them Meet Mark Above all else, I'm passionate about customer experience because I've learned that when we serve others well, we positively impact their lives and make the world a better place in the process.   I help clients by listening to them and really understanding their goals, vision, and challenges. Whether you are just launching or ready to take the journey to the next level, I leverage my "real world" experience that only comes from serving as a CX practitioner in the financial services industry. ​ My focus for the last decade has been leading an award-winning CX journey from launch to maturity at Sandy Spring Bank . During that time, the Bank received numerous awards including The CX Innovation Award (2X), Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others. ​ I currently serve on the Board of Directors of the Customer Experience Professionals Association and Chair the Higher Education Subcommittee. I designed and taught a Customer Experience Management Course in Loyola University's MBA program where I held an adjunct professor position. I have served as a judge for the CX of M Awards, and have been featured in the book Chief Customer Officer 2.0 and Customer Experience Magazine.   I have been a guest on numerous industry webinars and podcasts and have been a featured speaker and panelist. Prior to my CX leadership role, I served as a management consultant for companies in a variety of industries dramatically improving their business results. I helped them craft their vision, mission, and core values in addition to designing their revenue growth strategies.I spent the first two decades of my career in sales management working for Fortune 500 companies like Boise Cascade and Standard Register. I hold a BS in Marketing from the University of Maryland, and an MBA from Loyola University Maryland.   When I'm not working, you might find me enjoying time with my kids and grandkids, tinkering with home projects, and chasing a little white ball around.  Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter