Advertise on podcast: Customer First Thinking
Rating
5from
This podcast has
59 episodes
Language
EnglishPublisher
Stephen ShawExplicit
No
Date created
2018/10/22
Latest episode
2026/01/15
Average duration
64 min.
Release period
35 days
Description
Businesses everywhere are struggling with change due to digital disruption. They are now at an inflection point: give up obsolete marketing practices, or risk being denied a meaningful role in the lives of people. The goal is no longer to amplify the voice of the brand – it is to serve the needs and interests of customers at every stage of the relationship lifecycle. This new marketing model is characterized by the strategic embrace of Customer First Thinking, where the emphasis is on delivering a more unified experience for customers. More than simply a platitude, this idea has evolved into a set of governing principles that can transform the corporate role of marketing from brand messenger to customer advocate.
Unlock Customer First Thinking podcast Email contact info,
Listeners & Audience details
Email contact information
Direct podcast contact details
Listeners
Audience numbers & engagement insights
Audience details
Podcast Insights
Podcast episodes
Check latest episodes from Customer First Thinking podcast
Humanizing the Customer Relationship: An Interview with Christina Garnett, CX Evangelist and "Pocket CCO"
2026/01/15
Brands still operate today as though media coverage and reach are all that matter, even as customers make every effort to evade their messaging. A new playbook is needed, according to CX expert Christina Garnett, which fosters communal spaces called "brandoms" where relationship building and brand building intersect.
Digital Campfires: An Interview with Sara Wilson, Founder and Principal, SW Projects
2025/11/29
Suffering from social fatigue, people are increasingly turning to private spaces online where they are free to be more themselves. Community marketing expert Sara Wilson calls them "digital campfires" where brands are shut out of the conversation.
Why New Products Fail: An Interview with Tony Ulwick, Founder and CEO, Strategyn
2025/10/30
For most companies new product innovation is a game of chance, resulting in many more misses than hits. The reason, according to innovation expert Tony Ulwick, is that they don't take the time to figure out what customers actually need.
The Power of Points: An Interview with Richard Schenker, Founder, Loyal Strategy Consulting
2025/10/03
Loyalty points programs are more popular than ever. The problem is they lead to transactional relationships where customers are more loyal to the program than the brand. To build true loyalty, advises loyalty expert Richard Schenker, companies must encourage ongoing engagement beyond point collection and redemption.
Frictionless Growth: An Interview with Ryan Hamilton, Associate Professor of Marketing at Emory University, Goizueta Business School
2025/09/11
Rapid brand growth can sometimes lead to incompatibility between new and existing customer segments due to differing needs and expectations. Brand managers can minimize the possibility of segment conflict by anticipating and then carefully managing the relationship between them, according to leading marketing academic Ryan Hamilton.
Customer Portfolio Management: An Interview with Michael D. Johnson, Marketing Department Chair, Wisconsin School of Business
2025/07/22
Marketers tend to overinvest in acquiring new buyers while trying to keep the most valuable customers from leaving. That leaves a lot of customers feeling left out. To correct this imbalance, marketers need a more systematic framework for selective investment in the most promising relationship segments based on growth potential, according to the renowned marketing academic Michael Johnson.
The New MarTech Landscape: An Interview with Frans Riemersma, Founder, Martech Tribe
2025/06/20
The Martech industry is going through a radical new era of technological transformation which is changing the contours of the marketing technology landscape. A burst of AI-driven growth and innovation is not only making marketing automation tools easier to use, says Martech expert Frans Riemersma, but the evolving "marchitecture" will liberate marketers from the onerous challenges of platform integration and workflow management.
The Future of Customer Data Management: An Interview with Chris O'Hara, Global Product Marketing Lead, SAP Data and Analytics
2025/05/29
Businesses today finally recognize the strategic urgency of unifying all customer data in an increasingly AI-driven world of personalized engagement. And now the data technology has matured to the point where that goal is more achievable than ever, according to SAP data expert Chris O'Hara.
Personalization at Scale: An Interview with Mark Abraham, Global Leader, Boston Consulting Group
2025/04/24
Personalization at scale has long been a dream of marketers. But until recently it has been more superficial than helpful, constrained by legacy technology and processes. Today, however, AI makes it easier to do than ever before. Now the only thing holding marketers back, according to personalization expert Mark Abraham, is their campaign mindset.
Marketing Masterminds
2025/03/05
Select excerpts from interviews with some of marketing's most prominent thought leaders on the state of marketing and the need for transformational change.
The B2B Journey Map: An Interview with Jim Tincher, President, Heart of the Customer
2024/12/12
B2B companies tend to be laggards when it comes to delivering a superior customer experience, focused more on selling than servicing. But as a result of digital disruption, they have finally begun to embrace the need for a better post-sale journey, according to Jim Tincher, a leading expert in B2B experience design.
Saving Market Research: An Interview with Brett Townsend, SVP of Strategy, Quester
2024/11/25
The market research industry is facing an existential crisis. Brand marketers have lost faith in old school methods of research – too slow, cumbersome and costly, in their view. To regain the trust of marketers, the consumer insights industry has to modernize their practices and start delivering insights that make more of a strategic impact, says Brett Townsend, a leading market research authority.
Buyer Personas: An Interview with Jim Kraus, President, Buyer Persona Institute
2024/11/05
Buyer Personas have become a standard part of the marketing toolkit for creating customer empathy. But where they can go wrong is failing to reveal why customers make the decisions they do, according to persona design authority Jim Kraus.
Cultural Intelligence: An Interview with Anastasia Karklina Gabriel, Senior Insights Lead at Reddit and Cultural Theorist
2024/10/18
These days it can be risky for brands to take a stand on social issues or promote inclusiveness. But if marketers are able to honestly depict the diversity of society in their brand communications, their message has a far greater chance of being heard, according to cultural theorist Anastasia Karklina Gabriel.
Customer Equity: An Interview with Allison Hartsoe, AI Value Creation Consultant and Author
2024/09/26
Companies still tend to over-invest in the acquisition of new customers while paying scant attention to relationships with existing customers. The solution to correcting that imbalance, argues value creation expert Allison Hartsoe, is knowing the collective lifetime value of all customers, known as customer equity.
Podcast reviews
Read Customer First Thinking podcast reviews
Mark C - Toronto 2022/02/08
Very well prepared and great dialogue
I just discovered this podcast a couple of weeks ago and found the last two episodes just utterly fantastic in terms of bringing me up to speed on CDP...