Season 5: Episode 6 – The Customer and Citizen Perspective
We’re dishing up a ‘mash-up’, between our Customer Perspective and Educated Conjecture Ipsos podcasts, to give a customer and citizen perspective on the world. We’re joined by Mike Colledge, giving us the ‘citizen lens’, and Ray Kong, with the ‘customer lens’.
Ray and Mike talk to us about what matters to today’s citizens – what’s keeping them awake at night, of course recognising that customers are citizens too. Among the topics covered are: customers’ expectations of brands in helping them address pressing concerns – cost of living and sustainability among them; liquid expectations, including those crossing from the private into public sectors; executives’ challenges, including staffing; and, on a positive note, disruption breeding innovation.
As a flavour of the conversations they’re hearing:
“ … when my income hasn't risen as fast as my cost of living … the expectations (of organisations) are not that they are going to solve the root causes, (but) … how do you help me navigate these times?”
“I vote every four years, but I spend every day, and I'd like my money to have a similar impact to my vote on those broad social issues”
And from a business leader: “I know that this (staffing) is a problem. I know that we need to find ways to do better, but I just have no tools to solve this, because I cannot get people … and I cannot develop alternate tools fast enough”.
Mike leads Ipsos Public Affairs in Canada, and is co-host of Educated Conjecture, our podcast that examines a current or emerging issue – what’s happening today, the future impact, and steps that might need to be taken to generate a better outcome for tomorrow.
Ray Kong is a President in our Ipsos Client Organisation and has previously led Ipsos CX business in both South Africa and Canada. Ray is representing Customer Perspective, which our loyal listeners will know is aimed at all of you who are concerned with helping your organisation deliver on its Brand Promise to customers.
If you’d like to add another podcast to your favourites list, head to Educated Conjecture. And, yes, we’ll be inviting Darrell Bricker to educate us, but if you cannot wait and would like to read his book, Empty Planet, head here for details. Find out more about our latest Ipsos CX and Channel Performance thinking.