What if everything you believe about “great customer service” is actually wrong?

In this episode, we sit down with Rick DeLisi — a 20-year expert on customer experience, bestselling author of The Effortless Experience, and lead researcher behind a landmark study on how over 1,000 business leaders are using AI in customer service.

Rick breaks down why real customer loyalty has nothing to do with delight, fancy gestures, or “wow moments.” It comes from something far simpler — making people feel smart for choosing you and giving them an experience that feels way easier than expected. 

We also dive into how the next generation of AI will reshape support, why replacing humans is the wrong move, and how the best companies create a balance between automation and human connection. 

Tune in to learn the hidden psychology behind effortless experiences and why it’s the real edge every founder needs right now.

Key Topics:

-How effortless experiences build real customer loyalty

-Why thinking like your customers changes everything

-The new empathy that creates faster and better solutions

-How AI and humans should work together in customer service

-The leadership mindset that keeps companies truly customer centric

Quote  From The Episode:

“Entrepreneurial excellence is thinking like your customers, not about them”

- Rick DeLisi

Timestamp:

[00:20] Why Most Leaders Are Flying Blind — And Don’t Even Know It

[11:16] The Hidden Habit That Destroys Customer Loyalty Overnight

[22:30] The Psychology Trick That Turns Angry Customers Into Lifelong Fans

[33:54] The Fatal Mistake Companies Make When ‘Fixing’ Customer Problems

[45:28] AI Won’t Save You—But This One Shift Will Transform Your Customer Experience

[55:54] The New Empathy: Why ‘I’m Sorry’ Is Killing Your Customer Experience

[1:07:02] Why Employee Effort Is the Hidden Metric That Predicts Customer Loyalty

[1:27:30] Outro

Connect with - Rick DeLisi:

LinkedIn -  linkedin.com/in/rick-delisi-1122257

Website - glia.com

Email: [email protected]

Connect to Entrepreneurial-Excellence Podcast:

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