Oct 13, 2026 · 20 min · 10 segments
In this episode of the Marketing Brief Podcast, Brian Aucoin interviews Jason Burnham, who discusses the importance of organizational culture in achieving strategic goals and the role of leadership in…
I think one of the big things that has changed since the industrial revolution is consumer feedback too, right? We have it at our fingertips.
Consumers will tell you instantly how they feel, mostly unsolicited, but there are data points that you can now point to all along the way to understand who your consumer is.
Are they having a great experience? What's wrong with them? What do they want to change? And that's all coming into us a lot more now than it was even possible before.
And for better or for worse, right? Because what you're starting to have too is the loudest voice isn't always necessarily a representative of the whole, right? A representative sample of the whole.
So a lot of times you also find companies being a little too reactive sometimes to
certain feedback.
Yeah.
This idea of customer centric approach is actually not what I preach these days.
And the idea being that you should be anchoring to your organizational purpose or your brand purpose.
All too often, I think we get caught up in like, what are our competitors doing? What is the feedback saying? And all of a sudden, we start to lose sight of our mission and the vision of the organization and why we actually exist in the first place.
I think one of the big things that has changed since the industrial revolution is consumer feedback too, right? We have it at our fingertips.
Consumers will tell you instantly how they feel, mostly unsolicited, but there are data points that you can now point to all along the way to understand who your consumer is.
Are they having a great experience? What's wrong with them? What do they want to change? And that's all coming into us a lot more now than it was even possible before.
And for better or for worse, right? Because what you're starting to have too is the loudest voice isn't always necessarily a representative of the whole, right? A representative sample of the whole.
So a lot of times you also find companies being a little too reactive sometimes to
certain feedback.
Yeah.
This idea of customer centric approach is actually not what I preach these days.
And the idea being that you should be anchoring to your organizational purpose or your brand purpose.
All too often, I think we get caught up in like, what are our competitors doing? What is the feedback saying? And all of a sudden, we start to lose sight of our mission and the vision of the organization and why we actually exist in the first place.
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