#139 Client Onboarding and The Trust Equation - Part 2 of 2

The Delighted Customers Podcast with Mark Slatin

What’s the secret to building unshakeable trust with your customers—especially when you’re not face-to-face and your product passes through layers before it ever reaches the end user?

That question has been top of mind for me, and it’s exactly why I was so excited to sit down with Lisa Schwartz, Chief Operating Officer of Mathematica, on the latest episode of the Delighted Customers podcast. If you’ve ever wondered how trust really forms—not just in simple transactions, but in complex relationships where intermediaries stand between your company and your customers—you’re not going to want to miss this conversation. The little things we do, and the way we handle nuanced moments, can echo throughout an entire organization and set the tone for customer loyalty and business success.

I invite you to join me and Lisa as we explore the real-world power of trust. Lisa brings together an incredible mix of deep research, operational leadership, and street-smart experience (from her PhD in Developmental Psychology to her days as a bartender, practicing personalization long before it was a business buzzword). I learned so much from her perspective—she simply “gets it,” blending science, practical application, and genuine emotional intelligence in a way that makes it easy to apply to any customer relationship, no matter your industry or selling channel.

Here are three powerful questions we tackle together on the show:

• How can you demonstrate credibility and reliability when you don’t actually control the front-line customer interactions?

• What are best practices for creating intimacy and lowering self-orientation in situations where direct access to the end user isn’t possible?

• What kinds of small gestures truly move the needle in building lasting customer partnerships and loyalty?

If these are questions you wrestle with—or you want to elevate trust inside and outside your organization—I hope you’ll listen in. Subscribe to Delighted Customers on Apple Podcasts and Spotify, or find us on your favorite podcast platform. Your feedback and support mean the world to me, and I can’t wait for you to experience what Lisa has to share!

Meet Lisa Schwartz

Lisa Schwartz, Ph.D., is the Chief Operating Officer of Mathematica, a leading research and data consulting firm committed to improving public well-being through evidence-based solutions. With academic roots in developmental psychology (PhD, University of Maryland, College Park), Lisa spent years progressing from project leadership to executive management at Mathematica. Since 2019, she has driven the company’s customer experience strategy across all divisions, spearheading initiatives that blend data-driven objectivity with a client-centric approach. Lisa’s expertise lies in translating academic research into actionable, scalable business practices, all while championing relational trust as the cornerstone of every client journey.

Catch Part 2 of 2 with Lisa on Episode #139!

Connect with Lisa Schwartz on LinkedIn.

Show Notes and References

• Learn more about Mathematica: mathematica.org

• Explore the Gottman Institute’s work on emotional bank accounts: gottman.com

• Read about the Trust Equation from “The Trusted Advisor”: trustedadvisor.com

Meet Lisa

Lisa Schwartz brings 20 years of research and leadership experience to her role as COO at Mathematica, where she guides operational strategy and advances customer experience initiatives. A passionate proponent of evidence-based solutions, Lisa is recognized for blending the objectivity of research with the empathy required for impactful client relationships.