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Season 3 - Episode 2: The importance of customer centricity...with Rob Manley
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תוכן מסופק על ידי Ian Kingstone & Jonathan (JP) Parnaby, Ian Kingstone, and Jonathan (JP) Parnaby. כל תוכן הפודקאסטים כולל פרקים, גרפיקה ותיאורי פודקאסטים מועלים ומסופקים ישירות על ידי Ian Kingstone & Jonathan (JP) Parnaby, Ian Kingstone, and Jonathan (JP) Parnaby או שותף פלטפורמת הפודקאסט שלהם. אם אתה מאמין שמישהו משתמש ביצירה שלך המוגנת בזכויות יוצרים ללא רשותך, אתה יכול לעקוב אחר התהליך המתואר כאן https://he.player.fm/legal.
The next episode returns with Ian & JP joined at the table with Rob Manley to bring us fresh insights from the Marketing domain by telling us the importance of customer centricity in business.
The group catch-up and talk about JP's bet with himself to loose weight with the help of Noom, Rob asks what order you should what the Star Wars films in when watching with your kids and Ian is getting into a new sci-fi show Foundation on Apple TV.
Rob leads the discussion and brings his perspective as a marketer and CRM Manager on how a single view of the customer helps unlocks and empowers all aspects of the business whether your in marketing, sales or service.
You can find more information about Rob on his Linkedin profile - https://www.linkedin.com/in/rob-manley-39b56731/
- 0:00 - Intro
- 1:13 - Welcoming Rob Manley to the table
- 4:39 - Customer centricity, experience and marketing
- 8:36 - What have we been up to?
- 26:33 - What does customer centricity mean?
- 31:24 - The golden record
- 35:44 - The siloed business channel challenge
- 41:18 - Value and success factors lost by shiny tech
- 44:28 - Listening to the voice of the customer
- 51:03 - Hierarchy of message & personalisation
- 59:53 - Identifying low hanging fruit
- 1:05:29 - Thanking Rob M
- 1:06:16 - Pub quiz (Ian vs JP) - Question 2
- 1:10:29 - Word on the street - injecting change management when you know it's too late
- 1:16:32 - Last orders
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