Best Being Customercentric Podcasts (2025)

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The Sunday Scaries Test: Why Your Employees Dread Monday Morning (And What It's Costing You) a conversation with Annette Franz 53:51

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1M ago53:51

53:51

Episode Show Notes Summary In this episode, Dr. Chris Brown sits down with customer experience pioneer Annette Franz, author of Customer Understanding, Built to Win, and her latest book, Employee Understanding. Annette shares her journey from JD Power to becoming one of the leading voices on connecting employee experience, customer experience, and …

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Chapter 12: What’s Next? The Risk of Doing Nothing 13:29

1M ago13:29

13:29

This chapter centers on the importance of implementing a customer-focused, human-centered culture for achieving sustainable business growth. It outlines a practical approach called the Engagement Framework, which integrates customers, employees, and leaders, supported by the Market Responsiveness Index (MRI) measurement tool for gauging performance…

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Chapter 11: The Human Imperative, Leading in the Age of Disruption, Technology, and AI - Have We Lost Our Way to Technology? 20:17

2M ago20:17

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This chapter emphasizes the crucial role of humanity in an era dominated by technology and artificial intelligence. It argues that while AI offers immense potential for efficiency and innovation, it should serve to amplify human capabilities rather than replace them, drawing parallels to the story of a lighthouse keeper and a cyclist using an elect…

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Chapter 10: Learning from Human Experiences Stories to Ignite - The Bad, The Good, and The Ugly 17:59

2M ago17:59

17:59

This chapter emphasizes the profound role of human experiences and storytelling in shaping effective leadership and resilient organizational cultures. It illustrates how empathy, vulnerability, and genuine connection—derived from both positive achievements and significant failures—are more impactful than mere facts or figures in fostering trust and…

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Chapter 9: Building a Global Network of Certified Experts - Igniting a Worldwide Force for Customer-Centric Change 15:33

2M ago15:33

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This chapter, titled "Building a Global Network of Certified Experts," highlights the MarketCulture Academy's mission to foster customer-centric cultures through various educational programs, particularly emphasizing the Market Responsiveness Index (MRI) methodology. The chapter showcases numerous leaders and innovators who champion customer experi…

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Chapter 8: The Leader’s Playbook - Making Customer Culture a Daily Habit 20:45

2M ago20:45

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This chapter, titled "The Leader's Playbook," emphasizes that customer-centricity is not merely a slogan, but a daily habit that must be embedded into an organization's DNA through consistent leadership and repeatable actions. It highlights the importance of "customer muscle memory," a concept built through four vital sources of customer reality—as…

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Chapter 7: Strategic and Tactical Initiatives - The Glue That Holds Us Together 19:08

2M ago19:08

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This chapter outlines how strategic and tactical initiatives are crucial for an organization's long-term success, emphasizing that both overarching vision and daily actions must align. It introduces eight behavioral disciplines—customer insight, customer foresight, competitor insight, competitor foresight, peripheral vision, empowerment, collaborat…

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Chapter 6: The Higher Purpose Beyond Profit - The Human Legacy of Leaders 23:17

2M ago23:17

23:17

This chapter explores the concept of leadership focused on a higher purpose beyond profit, emphasizing the creation of a human legacy. It introduces "path-benders" as leaders who reshape trajectories by clarifying vision, removing obstacles, and providing support, ultimately building a high-engagement culture and a new generation of human-first lea…

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Chapter 5: How Human-Centric Organisations Drive Exponential Growth - I'll Believe It When I see It 17:07

2M ago17:07

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This chapter of "The Human Culture Imperative" presents a compelling argument for human-centric organizational cultures as a primary driver of exponential growth. It highlights two distinct leadership perspectives on culture change: those who demand evidence before belief and those who believe in order to see the potential for transformation. The c…

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Chapter 4: Measurement Drives Business Performance and Growth: The Measurement - Show Me the Money 20:00

2M ago20:00

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This chapter outlines the Market Responsiveness Index (MRI), a diagnostic tool designed to measure and improve an organization's customer-centric culture. The MRI assesses performance across eight specific disciplines crucial for market responsiveness, such as customer insight, strategic alignment, and collaboration. It utilizes a benchmarking syst…

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Chapter 3: The Growth Accelerator: The Methodology - The Blood in the System 22:07

2M ago22:07

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This chapter introduces the Growth Accelerator, a methodology that helps organizations link cultural initiatives to measurable business outcomes. The core of this lies in eight distinct behavioral disciplines designed to transform abstract cultural concepts into actionable, impactful practices. These disciplines, including Customer Insight, Custome…

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Chapter 2: Exponential Growth in Practice: The Framework - Three Pillars of Human Grwoth 20:34

2M ago20:34

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This podcast outlines a framework for achieving sustainable organizational success through three interconnected pillars of human engagement: leadership, employee, and customer involvement. It argues that true growth emerges from the alignment of these three forces, rather than isolated efforts. Engaged leaders act as catalysts, embodying vision, sh…

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Chapter 1: The Engagement Growth Engine: Employees Are the Life Blood of Any Organisation 16:50

2M ago16:50

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"The Engagement Growth Engine," introduces a human-centric approach to organizational success, arguing that happy customers directly foster a happy culture, rather than the reverse. It highlights the authors' frustration with companies becoming too internally focused, emphasizing that customer satisfaction drives employee pride and motivation. The …

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Introduction: The Human Culture Imperative: The Leaders Playbook for Innovation and Sustainable Growth 13:27

2M ago13:27

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"The Human Culture Imperative," a book by Dr. Linden R. Brown, Dr. Chris L. Brown, and Sean Crichton-Browne, designed as a playbook for leaders seeking innovation and sustainable growth. The central theme emphasises that true business success stems from a people-first, human-led culture, rather than relying solely on products, technology, or proces…

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Servant Leadership at Scale: Building a Franchise Empire Where Customers Come Second a conversation with Jim Penman 1:03:49

4M ago1:03:49

1:03:49

Summary In this conversation, Dr. Chris L. Brown speaks with Jim Penman, the founder of Jim's Mowing, about his journey from academia to entrepreneurship. Jim shares insights into his early academic pursuits, the evolution of his business, and the core values that drive his franchise model. He emphasizes the importance of customer service, franchis…

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Any Dumbass Can Build a Great Culture: Leadership Lessons from WD-40's Garry Ridge 46:23

6M ago46:23

46:23

Any Dumbass Can Build a Great Culture: Leadership Lessons from WD-40's Garry Ridge Episode Description In this compelling episode of the Relentless Customer Leader podcast, host Dr. Chris Brown sits down with Garry Ridge, former CEO of WD-40 Company and author of "Any Dumbass Can Do It." During his remarkable 25-year tenure as CEO, Garry transforme…

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The Market Responsiveness Index: Your Roadmap to Business Success 15:32

6M ago15:32

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This insightful podcast episode produced with Notebook LM explores the Market Responsiveness Index (MRI) benchmark report—a powerful diagnostic tool that reveals what truly separates thriving businesses from those merely surviving. The hosts break down how the MRI measures eight key disciplines across external drivers (customer insight, customer fo…

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Why your CX might be failing (and what punk rock has to do with it) 53:02

7M ago53:02

53:02

Summary In this conversation, Dr. Chris L. Brown speaks with Adrian Swinscoe about the evolving landscape of customer experience (CX) and the challenges organizations face in meeting rising consumer expectations. Adrian shares his journey into the world of CX, emphasizing the importance of understanding customer needs and managing expectations effe…

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Cultivating Fearless Creativity: Inside the Mind of an Advertising Executive Jerker Fagerström | Relentless Customer Leader 1:01:16

8M ago1:01:16

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Summary Jerker Fagerström shares his leadership journey, starting with his early role models in ice hockey and his military service in Sweden. He discusses the importance of teamwork, trust, and empathy in leadership. Jerker then talks about his career in advertising and the customer-centric culture of agencies. He emphasizes the need to create an …

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David Kenney | Why the best salespeople actually don't sell. 1:00:49

10M ago1:00:49

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Summary David Kenny shares his early experiences in business, starting with selling orange juice door-to-door as a child. He then transitioned into accounting, but found his passion in helping entrepreneurs and advising startups. David emphasizes the importance of leadership, training, and culture in building successful businesses. He discusses the…

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An Introduction to The Customer Culture Imperative with AI 15:34

12M ago15:34

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Welcome to something a little different on today's episode! As many of you know, I've been fascinated by the possibilities of AI in content creation, and we decided to try an interesting experiment. We fed my book 'The Customer Culture Imperative' into an AI system and asked it to create a 14-minute summary of the key concepts and takeaways. What y…

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Co-founder & CEO of Nurture Genomics Former CIO of Perkin Elmer & Beaumont Health Hans Keil | Relentless Customer Leader Podcast 40:22

1y ago40:22

40:22

Summary Hans Keil shares his leadership journey, starting from growing up on a farm and joining the Coast Guard to his career in various industries and his current role as a co-founder of Nurture Genomics. He emphasizes the importance of work ethic, authenticity, and building a strong team. Hans also discusses the challenges and opportunities in he…

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FROM RECEPTIONIST TO MULTI-TIME CEO, Nicole Noye | Relentless Customer Leader 56:29

1y ago56:29

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Summary Nicole Noye is a seasoned executive with over 25 years of experience across diverse sectors, including retail, hospitality, leisure, entertainment, fitness, car sharing, and franchising. Her career has been marked by a relentless commitment to driving organizational success, leadership, team empowerment, and customer satisfaction. She has h…

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Former Managing Director, Konica Minolta Dr. David Cooke | Relentless Customer Leader 1:25:02

1y ago1:25:02

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Summary Dr. David Cooke shares his experiences growing up and entering the business world. He discusses how he stumbled upon Transcendental Meditation and became a teacher of it before transitioning into a sales role at Xerox Corporation. He reflects on his journey in the imaging industry, including his time at Canon and Konica Minolta, and the cha…

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Ken Wilcox Former CEO of Silicon Valley Bank and Dr Chris L. Brown discussing Leadership and Culture | Relentless Customer Leader Podcast 1:11:58

1+ y ago1:11:58

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Summary Ken Wilcox, former CEO of Silicon Valley Bank, shares his journey and leadership philosophy. He emphasizes the importance of self-actualization and creating a positive customer experience. Ken's leadership style is centered around diversity in counsel and unity in action. He encourages decision-making at all levels of the organization and f…

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The Relentless Customer Leader Podcast with Dr Chris L Brown, Podcast Introduction 1:16

1+ y ago1:16

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Get ready to unlock the secrets of building an unshakable customer-centric empire. Welcome to the relentless Customer Leader podcast, how customer-obsessed leaders win. I'm your host, Dr. Chris Brown, and this is a podcast that's going to ignite your passion for delivering experiences that leave your customers craving more. In each episode, we're g…

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Bridging the Gap from Education to Customer Success with Jeffrey See 36:11

3+ y ago36:11

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Just how transferable are skills and experiences in other disciplines to customer success? One profession that seems to be at the forefront of the movement to CS is professional educators. And for good reason, there are lots of parallels between teaching and education and making customers successful, so much so that at times it's hard to tell them …

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Onboarding Operations: Value Paths with Samuel Hulick 38:27

3+ y ago38:27

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So many companies fall in love with their product and focus their time on making them as high quality as possible, but the improvement that is actually most impactful for the business is being the best at guiding customers through a process that results in the outcomes they want. Building repeatable paths to value that enables customers to succeed …

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Experience Automation vs Humans in the Loop with Con Cirillo 39:36

3+ y ago39:36

39:36

What makes for a great customer experience? And how can you be intentional about making every touchpoint amazing when there is so much happening and so many fires to tend to at a growing startup? Should you try to automate everything and create "scalable" self-serve experiences? Or is a more human-led approach to making customers successful more ef…

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Onboarding Operations: Why Onboarding Matters with Donna Weber 26:52

3+ y ago26:52

26:52

In software we love to think in terms of scale and building once and selling forever, but there’s often a gap between what software can do and the outcomes customers actually want to achieve. Effective customer onboarding can help bridge that gap, ensure customers see value, and are set up for ongoing success. Today’s guest is Donna Weber, author o…

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Customer Success Starts with Company Culture with Ellie Hutton from Dooly 29:23

3+ y ago29:23

29:23

How do you become a customer centric company? That’s the question that so many companies are asking themselves right now because the truth is it’s really, really hard. I've been asking CS leaders what it takes in practice to become a company that genuinely cares about making customers successful. And there’s one thread that keeps being pulled. Comp…

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Onboarding Operations: Scaling Onboarding at Sendoso with Jerry Henry 28:28

4y ago28:28

28:28

Adopting new software is a big business decision for any company. You’re likely investing considerable time, money and effort to get it up and running. Having a partner that is aligned around your goals and expectations of that investment can be the difference between a prosperous long-term relationship and a spiral into frustration and ultimately …

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Producing Successful Customers at Scale with Dan Ennis from Monday.com 30:16

4y ago30:16

30:16

In a time where software is eating the world and companies are frantically trying to figure out how to grow bigger and scale faster it’s easy to forget that at the core of every business are people like you and me trying their best to help other people. But people don’t “scale”, so how do you ensure that your customers are still being successful ev…

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Putting Customers at the Center with Swiftly CCO Maranda Dziekonski 22:24

4y ago22:24

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Companies that put customer success at the center are playing the game by different rules than those that don’t. In today’s world of commoditized software and infinite choice, the company that becomes their customer’s trusted advisor is the company that wins. Our guest today is Maranda Dziekonski, Chief Customer Officer at Swiftly. In this episode …

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Welcome to Happy Customers 2:06

4y ago2:06

2:06

What is a business without it’s customers? And importantly, happy, successful customers. Happy Customers is about why making customers successful — and ultimately happy customers — is more important than ever before. Over the course of this series we’re going to explore what people insides some of the world's top companies are really doing everyday…

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STOP THE FALSIFIED CUSTOMER EXPERIENCE - VIDI CAMERAS 23:10

10y ago23:10

23:10

ViDi founder Tanner Yarro witnessed a scene while leading a youth trip that forever changed the direction of the ViDi brand. When one youngster, McKinley, was teased and laughed at for having an inexpensive, “off-brand” action camera, Yarro saw an opportunity. Why not split the profit margin of the basic action camera business model with the end co…

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Afends - Customer service via Live Chat in e-commerce - Hello Customer Podcast / Season One / Fashion 14:39

10y ago14:39

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In the first episode of the Hello Customer Podcast, Espree interviews Cassy Miller-Crispe on how Afends provides customer support through live chat and integrates the community and its customers with the brand. Tune in to get a sneak peek into Afends’ plans to take its customer service to the next level and how it is working on connecting with its …

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Customer First @ Volcom: from sports brand to popular culture 18:23

10y ago18:23

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The quest for spiritual intoxication… No, it’s not a cult. It’s the driving force behind lifestyle apparel brand Volcom. The company started in 1991 with a passion for surfing, skateboarding, and snowboarding, and they continue to convey just how strongly these sports are intertwined with self expression. When it comes to customer experience, Volco…

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Osiris - 'Thinking outside the shoe box', Listening to connect with customers - Hello Customer Podcast / Season One / Fashion 37:49

10y ago37:49

37:49

For Brian Reid, founder of Osiris, incredible sneakers are not a commodity. Each pair is a piece of art. And to continually find inspiration for his art and craft, he travels the world, watching, listening, and most importantly -- skating. It’s the only way he has discovered to stay true to the “16-year-old” at heart so he can continue to connect w…

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MeUndies - Creating intrigue to skyrocket becoming a top brand - Hello Customer Podcast / Season One / Fashion 27:04

10y ago27:04

27:04

As a company that has to talk to people about their underwear (awkward), customer experience is at the tip-top of the priority list for globally growing brand MeUndies. How do they keep it lighthearted and memorably awesome? To begin, every step of the MeUndies customer experience has a real-life person associated with the communication. From their…

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Element - Do well by giving back (and being an environmentally conscientious brand) - Hello Customer Podcast / Season One / Fashion 24:50

10y ago24:50

24:50

Growing up in an urban environment in a difficult household, Element founder Johnny Schillereff discovered comfort in the artistic expression of skateboarding and other street culture. Emerging as a successful skateboarder and artist, he found himself bombarded with branded items and gear. He intuitively sensed that if he were to have a company, he…

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Levi's - Creating popular collections based on Customer Feedback & Co-creation 24:00

10y ago24:00

24:00

When a company is as established as Levi’s (founded in the late 1800s), they have to continue to please generations-loyal customers and solve new problems for younger jean-wearers. With each initiative of marketing and product development, Levi’s ensures customer satisfaction by hitting the ground, listening, and learning from the consumers in thei…

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Zappos - Delivering WOW to customers 21:04

10y ago21:04

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In this episode of the Hello Customer Podcast, Espree interviews Rob Siefker, the Senior Director of the Customer Loyalty Team at Zappos. He is based at the Zappos’ campus in downtown Las Vegas. The Customer Loyalty Team (CLT) at Zappos is a team of 650+ employees who handle customer calls, answer emails and live chats and provide other kinds of su…