A Five-Step Model to Earn Customer Loyalty (Patty Soltis Interviews Mark Slatin)

This episode was a twist. For once, I was the one answering the questions.

Patty Soltis, CCXP, a patient experience leader at Moffitt Cancer Center, turned the tables and interviewed me. It was fun to be on the other side of the microphone and talk about why customer experience is a growth engine for businesses.

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Originally aired March 30, 2023 as Episode 26 of The Trusted Guide Podcast (then The Delighted Customers Podcast).

What we cover

• What it means to empower my clients

• Why consistency matters for referrals, retention, and cost reduction

• The often-underestimated cost of customer friction, and how to reduce it

• The five-step model I use with clients, and my "why" for serving them

Why I do this work

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. This conversation is a good window into how I approach that work with clients.

About the guest

Patty Soltis, CCXP, was a leader of patient experience at Moffitt Cancer Center at the time of this episode.

If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.