Christina Garnett

Welcome back to the Meme Team Podcast, where we discuss viral pop culture moments in movies, TV, music, tech, sports, and politics.

I'm your host, Sonia Baschez, and this week I'm welcoming back my really good friend, Christina Garnett, who is back for her eighth appearance.

[laughs] Uh, she's the author of Transforming Customer Brand Relationships, The Pocket CCO, and the Godmother of Marketing Twitter, which is starting to come back up, [laughs] um-

Fingers crossed, fingers crossed.

It leverages a ton of data and packages it in a way that makes you feel seen, not watched.

It's that relational context that allows us to trust Spotify, says Christina Garnett, but they walk a fine line and breaking that trust could completely alter our view of Spotify forever.

This week on Next In Queue, Christina and I talk about how teaching informed her view of CX, the customer trust equation, when personalization becomes creepy, establishing brand trust, the missing voice in strategy sessions, and the role of people in AI-powered customer experiences.

Let's get to it.

Christina Garnett, you are next in queue.

How are you?

I'm doing well.

My name is Phil Gamache, and we're on a mission to future-proof the humans behind the tech so you can have a successful and happy career in the constantly expanding universe of marketing.

What's up, everyone? Today, we have the pleasure of sitting down with Christina Garnett, Fractional Chief Customer and Communications Officer at NewMotion.

Christina is the author of Transforming Customer Brand Relationships, and before she went independent, she built HubSpot's HubFans advocacy program from zero to 37,000 members.

In this conversation, we explore why your tech stack can't fix silo customer data, why getting the name right no longer counts as personalization, why A-B testing programs ignore qualitative customer data, how brands can build core memories that customers can't buy, and where influence ends and manipulation starts in marketing.