From leading roles in global advertising agencies to building his own consultancy in Tokyo, Cairo Marsh has seen firsthand how brands win or lose when it comes to customer connection.

In this conversation, Cairo shares how his drive for growth brought him from New York to Japan, and how working across cultures has sharpened his perspective on marketing, brand, and customer experience.

Highlights from our conversation:

• Why creating mutual value is the foundation of lasting brand-consumer relationships

• His customer experience stories in Japan - the pinnacle of customer service

• Why the “customer journey” can be a fallacy, and better ways to think about engagement

• How consistency in what a brand stands for builds lasting trust

• The importance of engaging your audience today while preparing for tomorrow’s transaction

• How brand connection is a leading indicator of sales later

Cairo reminds us that customer experience isn’t about following a rigid playbook or hitting quarterly sales—it’s about creating connections that last .

“If we make life a little bit less frustrating on a daily basis, even though it doesn’t seem like you did a lot, it means a lot. Because it impacts so many people.”

👉 For companies serious about building loyalty, this episode is a call to think deeper about how you engage your customers—and how that shapes your brand’s future.

About Cairo Marsh

Cairo is the founder and executive partner of relativ*, a Tokyo-based marketing consultancy specializing in relationship-driven brand strategies. With over a decade of experience working with Fortune 500 companies, Cairo leads teams creating unique brand experiences that foster stronger connections between companies and their customers. Originally from the Bronx, New York, Cairo took a bold move over 10 years ago when he moved to Japan, where he previously held senior positions at major agencies including DDB and FCB. Relativ* has received recognition as Japan/Korea Independent Agency of the Year from Campaign Asia for two consecutive years, reflecting Cairo's commitment to innovative marketing solutions that prioritize authentic customer relationships over transactional approaches.

You can connect with Cairo on LinkedIn: cairokenanmarsh and https://relativ.com/

Mind Blend is all about real experiences and meaningful conversations—through sharing these insights, I hope to inspire and empower you as you navigate your unique journey.

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