#91: The Science of Sticky Ideas: Crafting Memorable CX Strategies

The Delighted Customers Podcast with Mark Slatin

The Science of Sticky Ideas: Crafting Memorable CX Strategies

We revealed some powerful insights from "Made to Stick" by Chip and Dan Heath on my latest podcast episode with Megan Burns! We explored why some ideas thrive while others fade away, and how leaders can apply these principles to make a lasting impact.

From the death of traditional buttered “movie theater popcorn” to flip the pyramid when making your point, this episode is loaded with practical insights to help you tell stories that stick.

In this episode:

👉 How can transitioning from a "know it all" culture to a "learned all" culture foster genuine curiosity and continuous learning in your organization?

👉 What role does emotion play in B2B decision-making, and how can recognizing and incorporating it lead to more effective solutions?

👉 How can storytelling and envisioning future scenarios help in making more informed and impactful business decisions?

👉 What strategies can make your ideas sticky, memorable, and easily communicable within your team and to your stakeholders?

Tune in to gain insights from Megan Burns as she shares her expertise and experience! 📈✨

Megan Burns is a customer experience strategist, author, and keynote speaker who partners with Fortune 500 companies to build world-class customer experience programs.

A world-renowned expert in CX transformation, Megan led ground-breaking research as a Vice President at Forrester for more than a decade. The architect of two of the most well-known CX frameworks—the Customer Experience Index and the Outside In Maturity Model—Megan’s insights have been featured in books like “The Power of Moments” by Chip and Dan Heath and dozens of publications like The Wall Street Journal, Inc. Magazine, AdAge, and CNBC.

Megan has helped hundreds of corporate executives at companies like Microsoft, Workday, Akamai, FedEx, Verizon, and AT&T use CX to stay competitive, build loyalty, and accelerate growth in a customer-obsessed world. Her portfolio spans dozens of industries including B2B tech, financial services, healthcare, travel, logistics, manufacturing - even farming!

Her wit and wisdom make Megan a popular speaker at events like the Wall Street Journal’s Experience Management Forum, CXPA Leaders Advance, the Chief Experience Officer Summit, and the Qualtrics X4 Summit. As a CX pioneer, she is regularly invited to judge industry awards like the CXPA Innovation Awards and World Customer Centricity Awards and to appear on popular podcasts like Voices of CX and CX Luminaries. After interviewing Megan, one host said: “I’ve never seen anyone with customer experience so deeply in their blood.”

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