• S02 Ep03 - Voice of the Customer with Jennifer Arnold (3/3) - Our hoarder-mentality obsession with data is damaging our relationships *and* business growth

  • Sep 26 2024
  • Length: 31 mins
  • Podcast

S02 Ep03 - Voice of the Customer with Jennifer Arnold (3/3) - Our hoarder-mentality obsession with data is damaging our relationships *and* business growth

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  • Summary

  • Join Jen and Stu for the final part of the trilogy on customer relations. What started out as a genuine quest for data that could improve our lives has become an unchecked obsession that often results in data hoarding, processes or KPIs at odds with business strategy and a whole lot of very futile feeling interactions in our daily lives. Jen and Stu walk through how digital permeates almost every layer of customer thinking in a business and how it can lead to some very poor outcomes or, at worst, damage growth and have some pretty nasty repercussions for your brand. If it seems like your marketing or sales reality is at odds with the real world - you're probably right! Guest: Jennifer Arnold Jen has more than 30 years of experience working in senior regional and global marketing, sales, and CX roles, mainly with leading IT companies. She now consults around customer advisory boards and communities and works with the Public Sector Network to help companies build their government sales and marketing programs. Host: Stuart P. Turner Stu has over 20 years of experience in digital strategy across the UK and APAC. He's always been at the competitive edge of digital, serving brands both large and small in agencies, as well as building his own businesses. He's currently pretending to work while actually recording this show at Flow State (https://theflowstate.io) and co-founding next-generation B2B technology business Cataylsi (https://catalysi.com/). References https://www.mi-3.com.au/02-07-2024/mi3-launches-fy2025-marketing-customer-benchmarks-105-companies-3bn-marketing-spend-0 https://www.accenture.com/us-en/services/interactive/propelling-growth-personalization https://vanilla.higherlogic.com/blog/community-impact-customer-retention/ https://foundryco.com/research/role-and-influence/ (gated)
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