Customer First Thinking
By Stephen Shaw
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Category: Marketing
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Episodes: 62
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.
| Episode | Date |
|---|---|
|
Leading with CX: An Interview with Tom DeWitt, Founder and Executive Director of the XMGlobal Collaborative
|
Apr 14, 2026 |
|
The Loyalty Puzzle: An Interview with Dr. Yuping Liu-Thompkins, Founder, Loyalty Science Lab
|
Mar 11, 2026 |
|
Fixing CX: An Interview with Michael Lowenstein, Founding Principal, The Linkage Group
|
Feb 19, 2026 |
|
Humanizing the Customer Relationship: An Interview with Christina Garnett, CX Evangelist and "Pocket CCO"
|
Jan 15, 2026 |
|
Digital Campfires: An Interview with Sara Wilson, Founder and Principal, SW Projects
|
Nov 29, 2025 |
|
Why New Products Fail: An Interview with Tony Ulwick, Founder and CEO, Strategyn
|
Oct 30, 2025 |
|
The Power of Points: An Interview with Richard Schenker, Founder, Loyal Strategy Consulting
|
Oct 03, 2025 |
|
Frictionless Growth: An Interview with Ryan Hamilton, Associate Professor of Marketing at Emory University, Goizueta Business School
|
Sep 11, 2025 |
|
Customer Portfolio Management: An Interview with Michael D. Johnson, Marketing Department Chair, Wisconsin School of Business
|
Jul 22, 2025 |
|
The New MarTech Landscape: An Interview with Frans Riemersma, Founder, Martech Tribe
|
Jun 20, 2025 |
|
The Future of Customer Data Management: An Interview with Chris O'Hara, Global Product Marketing Lead, SAP Data and Analytics
|
May 29, 2025 |
|
Personalization at Scale: An Interview with Mark Abraham, Global Leader, Boston Consulting Group
|
Apr 24, 2025 |
|
Marketing Masterminds
|
Mar 05, 2025 |
|
The B2B Journey Map: An Interview with Jim Tincher, President, Heart of the Customer
|
Dec 12, 2024 |
|
Saving Market Research: An Interview with Brett Townsend, SVP of Strategy, Quester
|
Nov 25, 2024 |
|
Buyer Personas: An Interview with Jim Kraus, President, Buyer Persona Institute
|
Nov 05, 2024 |
|
Cultural Intelligence: An Interview with Anastasia Karklina Gabriel, Senior Insights Lead at Reddit and Cultural Theorist
|
Oct 18, 2024 |
|
Customer Equity: An Interview with Allison Hartsoe, AI Value Creation Consultant and Author
|
Sep 26, 2024 |
|
Transforming the Customer Experience: An Interview with Jon Picoult, Founder and Principal, Watermark Consulting
|
Jul 30, 2024 |
|
Social Media Marketing: An Interview with Andrew Jenkins, Chief Executive Officer, Volterra
|
Jul 10, 2024 |
|
Brand Health: An Interview with Jenni Romaniuk, Research Professor and Associate Director at the Ehrenberg-Bass Institute
|
May 15, 2024 |
|
Content Marketing Strategy: An Interview with Robert Rose, Founder, The Content Advisory
|
Mar 16, 2024 |
|
Marketing Science: An Interview with Koen Pauwels, Vice Dean of Research, Northeastern University
|
Feb 28, 2024 |
|
Marketing Transformation: An Interview with Brent Chaters, Managing Director, Accenture
|
Dec 20, 2023 |
|
Values-Based Segmentation: An Interview with David Allison, CEO, Valuegraphics
|
Nov 30, 2023 |
|
Brand Experience: An Interview with Allen Adamson, Co-Founder of Metaforce
|
Oct 18, 2023 |
|
Digital Transformation: An Interview with Howard Tiersky, CEO of FROM
|
Aug 29, 2023 |
|
Customer Valuation: An Interview with Peter Fader, Professor of Marketing, the Wharton School of the University of Pennsylvania
|
Aug 04, 2023 |
|
Future Proofing Marketing: An Interview with Alison Simpson, Chief Executive Officer, Canadian Marketing Association
|
Jun 15, 2023 |
|
Digital Banking: An Interview with Greg Brown, Vice President, North American Digital Product Management, BMO Financial Group
|
May 19, 2023 |
|
Brand Positioning: An Interview with Ulli Applebaum, Founder, First the Trousers Then The Shoes
|
Mar 17, 2023 |
|
Brand Community: An Interview with Mark Schaefer, Executive Director, Schaefer Marketing Solutions
|
Feb 20, 2023 |
|
Loyalty 2.0: An Interview with Matthew Seagrim, Senior Vice President, Scene+
|
Dec 16, 2022 |
|
Brand Activism: An Interview with Scott Goodson, Founder and CEO, StrawberryFrog
|
Nov 16, 2022 |
|
Lifestyle Segmentation: An Interview with Jan Kestle, Founder and CEO, Environics Analytics
|
Oct 30, 2022 |
|
The Customer Experience Gap: An Interview with Colin Shaw, CX Pioneer and Founder/CEO, Beyond Philosophy
|
Oct 03, 2022 |
|
Transformative Marketing: An Interview with Professor V. Kumar, Ph.D Marketing at St. John's University (NYC), CEO of IMC Institute
|
Jul 26, 2022 |
|
Marketing Accountability: An Interview with Neil Bendle, Chair of the Marketing Accountability Standards Board
|
Jun 20, 2022 |
|
E-Mail Still Rules: An Interview with Chad White, Head of Research, Oracle Marketing Consulting
|
May 12, 2022 |
|
A Question of Loyalty: An Interview with Fred Reichheld, Loyalty Guru and Creator of the Net Promoter System
|
Mar 12, 2022 |
|
The Connected Omnichannel Experience: An Interview with Marty Kihn, SVP Strategy, SalesForce
|
Jan 23, 2022 |
|
The Golden Record: An Interview with David Raab, Founder of the CDP Institute
|
Dec 13, 2021 |
|
The Future of Retail: An Interview with Doug Stephens, Founder and President, Retail Prophet
|
Jul 28, 2021 |
|
The State of Martech: An Interview with Scott Brinker, VP Platform Ecosystem at HubSpot and Chief Editor of Chiefmartec
|
Jun 22, 2021 |
|
Brand Stewardship: An Interview with David Kincaid, Founder and Managing Partner of Level5 Strategy
|
May 04, 2021 |
|
Retail Reimagined: An Interview with Shawn Stewart, Senior Vice President, Customer and Triangle, Canadian Tire Corporation
|
Mar 16, 2021 |
|
Digital Darwinism: An Interview with Brian Solis, Global Innovation Evangelist, Salesforce
|
Dec 17, 2020 |
|
Agency Transformation: An Interview with Mark Penn, Chairman and CEO, MDC Partners
|
Oct 24, 2020 |
|
Context Marketing: An Interview with Mathew Sweezey, Director of Market Strategy at Salesforce
|
Aug 04, 2020 |
|
Content That Matters: An Interview with Ann Handley, Chief Content Officer, MarketingProfs
|
Jun 20, 2020 |
|
Reimagining Loyalty Programs: An Interview with Bryan Pearson, Loyalty Marketing Pioneer
|
Mar 26, 2020 |
|
Brand Advocacy: An Interview with Jay Baer, President of Convince and Convert
|
Feb 06, 2020 |
|
The Content Experience: An Interview with Randy Frisch, President and Co-Founder of Uberflip
|
Sep 11, 2019 |
|
Decoding the Future: An Interview with Mitch Joel, Founder of Six Pixels Group, and Digital Seer
|
Aug 23, 2019 |
|
Transforming Marketing Strategy: An Interview with Niraj Dawar, Professor of Marketing, Ivey Business School
|
May 24, 2019 |
|
Experience Thinking: An Interview with Tedde van Gelderen, President at Akendi
|
Apr 10, 2019 |
|
The State of Digital Advertising: An Interview with Seraj Bharwani, Chief Strategy Officer, Acuity Ads
|
Feb 15, 2019 |
|
1:1 Marketing: An Interview with Don Peppers, Marketing Oracle and CX Expert
|
Dec 31, 2018 |
|
Deep Learning: An Interview with Gary Saarenvirta, CEO, Daisy Intelligence Corporation
|
Dec 05, 2018 |
|
The State of Relationship Marketing: An Interview with Jagdish Sheth, Professor of Marketing at Emory University, Goizueta Business School
|
Dec 04, 2018 |
|
Journey Analytics: An Interview with Lori Bieda, Head of Analytics Centre of Excellence, Bank of Montreal
|
Nov 15, 2018 |
|
The Future of Marketing: An Interview with Philip Kotler, the "Father of Modern Marketing"
|
Oct 16, 2018 |