A must have intangible asset for every organisation.
Reputation analysis is understanding how people feel about you. It’s the first thing someone thinks when they hear your organisation’s name, or a product or service you offer. Moreover, having a good reputation will benefit your organisation.
It can take years of cultivation, but can be destroyed in an instant. Caused by a lapse in judgement, an uncontrollable event, a misspoken word, a bad product batch or a simple misunderstanding. Therefore, getting your reputation right is paramount.
Loren is an experienced marketing professional who translates data and insights using Isentia solutions into trends and research, bringing clients closer to the benefits of audience intelligence. Loren thrives on introducing the groundbreaking ways in which data and insights can help a brand or organisation, enabling them to exceed their strategic objectives and goals.
With customers being the cog of an organisation's success, having a customer-obsessed outlook can provide your organisation with a competitive advantage.
Learn how to have a winning customer-obsessed strategy.
In this blog, we outline what it means to be customer-obsessed, it’s importance and 3 tips to get you started on the customer-obsessed journey.
What does it mean to be customer-obsessed?
Customer obsession means constantly listening to your customers and then continuously testing, enhancing and personalising the customer experience.
It's an outside-in approach that enables your organisation to utilise data-driven insights. It also provides opportunities to increase your customer lifetime value as their needs and pain points are better understood. All these factors enhance the opportunity to provide quality and meaningful experiences.
Observing through the customer lens is key to succeed in today’s competitive landscape. As an organisation, prioritising customers at all stages of their purchasing journey is pivotal in retaining their loyalty. Improving the overall customer experience such as incorporating new technologies into your ecosystem can lead to your customers promoting your organisation for you.
Are you a customer-centric or a customer-obsessed organisation?
First things first, let’s understand the difference between acustomer-centric organisation and a customer-obsessed one. Customer-centric organisations often focus on customer acquisition and experiment with methods to make acquisition faster, cheaper, and more effective. Customer-obsessed organisations focus more on customer retention, increasing satisfaction and loyalty with the objective to increase customer lifetime value.
According to Gartner, customer-centric organisations often act reactively when customers reach out to the company with needs or pain points. Comparatively, customer-obsessed organisations act proactively to prevent customers from experiencing pain points or gaps in their experience.
Without developing the right strategy, processes, and data insights to adequately serve target audiences, there is a risk of falling behind your competitors, and potentially creating campaigns that are inefficient. This could have a negative impact on your marketing ROI.
3 pillars for every winning customer-obsessed strategy
1. Get to know your customers through data
Collecting data about your customer is not enough on it’s own. Captured data must include relevant information such as their demographics, buying habits and activity status. This allows effective analysis and insights to provide suitable (and improved) business decisions to be made.
As an organisation, take the time to listen to your customers, invest in people, tools and programs to collect feedback and translate it into meaningful insights. Understanding customer experiences from various touch points can help empower your organisation to provide a better experience and promote customer loyalty.
2. Understand the customer journey
To be customer obsessed, a seamless customer experience is imperative. To achieve this, the customer journey should be understood as it can provide a full view of how your organisation interacts with your customers as well as provide insight into how your brand is perceived. Having alignment across various departments of your organisation i.e sales, marketing etc. enables the customer journey to be mapped out correctly and ensures the customer experience is positive.
3. Anticipating customer needs
Using the customer data that has already been collected, you can drill down further and use this data as a way to predict and anticipate your customer’s buying habits for future interactions with them. Additionally, having insight into their preferred communication channel can be valuable to grab their attention on new products or services that may become available.
Ensure to use collected data effectively. Collected data can give awareness into customer trends and provide an indication into additional services that could be beneficial for their success (as well as yours).
Customers are open to trying new things, allowing the freedom to trial, experiment and arrange more impactful engagements. Anticipating your customer's needs is the formula for building and strengthening customer relationships.
As today’s customers are more empowered than ever, it means organisations servicing these customers must be equally empowered. If your organisation is properly aligned with your customers, you not only understand what the customer is doing but also the why.
Knowing your customers means understanding what’s going on in their world and proactively help them navigate the media environment.
If you would like to learn more about gathering media data and insights or anything media intelligence related, get in touch with us today.
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Blog
The 3 pillars for every winning customer-obsessed strategy
With customers being the cog of an organisation’s success, having a customer-obsessed outlook can provide your organisation with a competitive advantage.
In Singapore, the rise of podcasting has shifted from entertainment and lifestyle into a new arena – public discourse and politics. As the 2025 General Election draws near, podcasters are making waves across online news and social media. To kick things off, we used Narrative AI, the first search engine for public opinion, to identify how large the global narrative on podcasts and their influence on audiences is in the last 6 months, using data from X.
We subsequently narrowed the focus of this global trend to Singapore and analysed on Pulsar TRAC more than 7k mentions across platforms like YouTube, Facebook, Reddit, TikTok, podcasts, Online News, blogs and forums to understand where the discourse is coming from, which channels are capturing the podcasters’ content and how audiences are responding to this content.
Mentions of podcasts in news and social media are growing
Social media is where the larger chunk of podcast conversation is taking place, specifically those episodes that feature a political figure, journalist or those that include healthcare-related discussions. The audiences that engage with these videos, majority being on YouTube, search for political credibility that resonates with them. Young Singaporeans watching these podcasts expect to see leaders who don’t just uphold the image of being a politician, but also someone who is grounded and trustworthy.
Youth and politicians' lives dominate podcast narratives
The audiences that consume these podcasts the most are young Singaporeans looking to participate in the conversation as much as they can. These audiences are being more proactive than ever.
With younger voters consuming media differently, these appearances are efforts by political candidates to connect with the public. Lawrence Wong, Josephine Teo, Indranee Rajah, and Desmond Tan, have used podcasts to communicate directly with the public – sidestepping traditional media filters.
Top podcasters on election-related content
When we focus on who the most mentioned podcasters around election content are, the Straits Times’ podcasts, the Daily Ketchup and Yah Lah BUT emerge on top. These podcasts have figured that the most discourse happens around content that’s either educational or controversial around elections. The public is actively responding to political content shared via podcasts, particularly those by The Straits Times and independent shows like Yah Lah BUT.
Satire and irony are key strategies to make politics palatable, especially for younger, digital-native audiences. The Daily Ketchup and Yah Lah BUT are blending serious topics like the GE2025, party agendas, healthcare, and opposition voices with humour that make them almost meme-worthy. Posts such as “PAP really said: ‘Trust me, bro’” TikTok clips show that these are genuinely made for content to go viral while retaining serious undertones too.
What’s interesting to note is that The Common Folks, with content in Malay and Indonesian, is tapping into a cross-border Southeast Asian audience and has some of the highest engagement on its content. Local slang, cultural jokes, and casual festive content like Raya greetings and songkok jokes have generated thousands of views, at times outperforming English-language political pods. This suggests a large, under-acknowledged appetite for vernacular podcast content that has a blend of humour and relatability.
Podcasts are no longer just background noise – they’re becoming one of the most relevant ways Singaporeans engage with politics. With high engagement on platforms like TikTok and YouTube, a wide spread of topics from youth issues to party politics, and growing presence in both mainstream and social media, podcasters are carving out a key role in shaping the GE 2025 conversation.
What is making podcasts stand out ahead of the Singapore GE2025?
In Singapore, the rise of podcasting has shifted from entertainment and lifestyle into a new arena – public discourse and politics. As the 2025 General Election draws near, podcasters are making waves across online news and social media. To kick things off, we used Narrative AI, the first search engine for public opinion, to identify […]
As the federal election campaign reaches its midpoint, patterns in media coverage and public attention are beginning to shift. Early social engagement was driven by cost-of-living pressures, energy policy, and political point-scoring, but has waned following the first leaders debate, despite this forum providing leaders the opportunity to set the agenda and strategies of the major parties. So how has coverage focus evolved since the first debate and are audiences still engaging with the campaign or switching off?
Social media engagement ahead of the federal election has been sharp and personal. It focused less on policy and more on identity and representation. From debates on topics such as immigration to housing stress and culture, social media has driven a values-first narrative. But while early attention was strong, both media coverage and social engagement have started to wane in the weeks since the campaign launched. The first leaders debate briefly reignited attention—trust, identity, and media—but coverage patterns suggest a shift away from daily blow-by-blow reporting towards broader social and cultural tensions.
As the federal election campaign nears its halfway mark, last week’s media highlights show a contest still struggling to cut through. Key moments included the first leader’s debate, the Treasurers Debate, the energy showdown at the National Press Club, and Senator Jacinta Price’s Perth appearance with Peter Dutton, which drew attention for its MAGA-style rhetoric. The first leaders debate was billed as a chance to reset the race—but for many viewers, it reinforced existing divides. Media attention around the debate momentarily lifted visibility for all major parties—but the spike was short-lived. The only party that has seen continued increases in social media engagement is the Liberal Party. The Liberal Party’s sustained rise in social media engagement may be linked to its digital-first strategy, including an AI-generated campaign ad spruiking a fuel excise cut and a meme-style diss track targeting Anthony Albanese—tactics designed to capture online attention and drive shareability.
The Liberals also pitched a $1200 tax cut, Labor attacked their WFH backflip, and the Greens pushed housing and tax reform. Meanwhile, Dutton warned of a Labor-Greens-Teal alliance. Coverage suggests public engagement is driven more by polarising moments and political theatre than detailed policy.
When the election campaign officially kicked off, cost-of-living pressures dominated the news agenda. Fresh off the back of the federal budget, it’s no surprise that affordable healthcare, lower gas and energy prices, and tax cuts were the key messages party leaders wanted to land with voters. But coverage quickly pivoted. In the past week, foreign diplomacy—particularly how each leader would manage Donald Trump—has surged in prominence. While Trump’s role in tariff threats has made headlines, his influence on the broader election narrative goes beyond trade. Media reporting has increasingly centred on Albanese and Dutton’s capacity to navigate a potential Trump presidency, with ideological alignment, national security, and economic fallout all in play. The first leaders’ debate was expected to refocus the campaign on domestic issues. However, it briefly touched on international concerns, with Prime Minister Anthony Albanese addressing the potential economic impact of Trump's proposed tariffs. Albanese described these tariffs as an "act of economic self-harm" that would dampen global growth, highlighting the intertwining of foreign policy with domestic economic concerns. This suggests that sustained attention is more likely when domestic issues are reframed through the lens of foreign diplomacy, and national identity.
In the social media landscape, Trump was a flashpoint in election-related conversation. His influence—real or perceived—was quickly linked to the Liberal Party, with MAGA-style rhetoric and Trumpian policy cues gaining traction online. These narratives tend to escalate on platforms where ideological alignment and cultural grievance amplify engagement. But it wasn’t all imported culture wars—the federal budget, and the Liberal Party’s fuel excise rebuttal, also drove significant social chatter. In recent weeks, comparisons between major party messaging and Trump-era policy—from international student caps and nuclear energy to debates about school curricula—have continued to dominate discussion.
The first leaders’ debate briefly touched on foreign policy, with Albanese warning Trump’s tariffs could hurt global growth, while Dutton framed it as a test of strong leadership. Domestically, Dutton’s renewed push for nuclear power reignited social media debate—drawing comparisons to Trump-era policies and fuelling discussion about Australia’s energy future. At the same time on social media, promises like HECS cuts, free TAFE, and more funding for public schools sparked genuine engagement, especially among younger voters and education workers, showing that practical, future-focused policies can still cut through. Compared to the start of the campaign, where cost-of-living dominated as a top-line concern, the conversation has expanded: audiences are now weighing both hip-pocket issues and the national values shaping Australia’s future.
While the debate itself tended to be overshadowed by frustrations about access and media control, a few political undercurrents still surfaced. Anthony Albanese drew some positive mentions, but reactions were far from policy-focused. The Liberal Party’s early claim of victory became a point of humour, with several users likening it to Trump-style misinformation tactics. Disillusionment with the major parties ran deep, with repeated calls to “break the donor-fuelled duopoly” and shift support toward independents or smaller parties. Still, these reactions seem more like a symptom of broader voter cynicism than a sign of energised political engagement, reflecting broader themes around the declining trust.
The leaders' debate didn’t reset the race—it refracted it, spotlighting how media coverage is now shaped less by policy detail and more by polarising symbols and cultural cues. As election day nears, the contest for attention is revealing just as much about media strategy and voter fatigue as it is about party platforms.
Did the leaders debate reignite voter interest or just stoke the culture wars?
As the federal election campaign reaches its midpoint, patterns in media coverage and public attention are beginning to shift. Early social engagement was driven by cost-of-living pressures, energy policy, and political point-scoring, but has waned following the first leaders debate, despite this forum providing leaders the opportunity to set the agenda and strategies of the […]
The Australian podcasting news industry continues to grow. While Australian audiences do consume content from international brands like the BBC, they also exhibit strong affinity for independent Australian productions over mainstream sources. In a period of uncertainty amidst Apple’s recent update to automatic download policies Australia’s podcast audience has rapidly expanded, with ad revenue rising from $5 million in 2017 to over $100 million in 2024. So how do podcasts fit into the Australian news cycle? As audiences direct attention to independent and international productions, audience targeting, partnerships and media monitoring trends indicate a shift and a need to adapt engagement metrics and messaging strategy.
To highlight the impact of podcasts on audience engagement, we tracked coverage of key news themes in Australian podcasting from January 2020 to November 2024.
Podcasts surged into the mainstream during the pandemic, and they’re now evolving by integrating with platforms like video and audiobooks to meet new audience expectations.
While general podcast news discussion remains steady, discussion on news podcasts indicates listener engagement peaks around high-impact stories, suggesting that the topic and information itself is what truly resonates with audiences. Outlets like The Australian Financial Review and ABC have expanded into the format, yet even major programs like ABC’s Background Briefing face fluctuating engagement compared to discussion about news content being consumed through podcasts. The data suggests there’s a gap being left by main outlets in the podcasting space. While traditional media adapts, independent producers are gaining traction with stories that deeply resonate on identity and community issues, such as the 2021 Christian Porter case and The Briefing’s 2024 episode on pianist Jayson Gillham’s lawsuit against the Melbourne Symphony Orchestra. Understanding audience preferences and monitoring content trends helps communicators craft strategies that leverage podcasting’s unique appeal.
Podcasts offer creators the freedom to pursue stories with fewer constraints of advertisers, investors, or other stakeholders, leading to content deeply shaped by personal passion and a strong connection to the subject. This independence empowers impactful storytelling, as illustrated by The Teacher’s Pet, where Hedley Thomas’s rigorous reporting on the case of Lynette Dawson uncovered new, critical details and underscored the journalistic integrity driving audience engagement in a shared pursuit of truth. Similarly, New Politics, co-created by Eddy Jokovich, leverages its Patreon-funded model to explore perspectives outside mainstream narratives, showcasing the power of independent journalism through podcasting.
Sports and entertainment tend to generate high visibility and engagement, suggesting they benefit from a faster publishing cadence and broad appeal. However issues like global conflicts draw significant attention, especially among communities directly impacted. The Briefing podcast, for example, addressed the October 2024 conflict in Gaza in a recent episode where Lebanese-Australian journalist Liz Deep-Jones offered a personal perspective. This type of coverage shows how podcasts can provide both journalistic depth and emotional resonance, connecting listeners to complex stories in a more relatable way.
Even if a major broadcaster or outlet owns a podcast production, the unique style and tone set by the hosts and production team often place podcasts outside the conventional PR and communications scope. Unlike the carefully curated talking points found in a typical puff piece or advertorial, podcasts allow for candid, in-depth discussions that explore complex topics with a degree of freedom seldom found in traditional news media channels. This authenticity is driven by the podcast format itself, which favours nuanced discussion offering audiences a more transparent and less scripted narrative style.
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Many of the leading news podcasts, like The Quicky by Mamamia, follow a daily release that taps into the rhythm of the 24-hour news cycle, providing timely responses to breaking news. This format appeals to listeners by delivering news in a quick, digestible style, ideal for staying informed on the go and catering to audiences prioritising both convenience and relevance. It’s no surprise, then, that top news highlight podcasts often incorporate ads at multiple points—before, during, and after episodes—capitalising on the high listener engagement these accessible, on-the-go updates create.
Sports and entertainment podcasts tend to attract higher engagement with frequent, easily digestible episodes, often in the preferred 20-30 minute range, which sustain a steady listener base. Personalities like Hamish and Andy, and John Graham exemplify how audience visibility can be driven more by engaging personalities than by traditional news analysis. In contrast, outlets like The Australian Financial Review maintain a more analytical focus with podcasts such as The Fin and Chanticleer, known for their conservative, business-centric tone. Meanwhile, digital-first brands like Mamamia take a more hybrid, accessible approach across varied topics, leveraging podcasting to reach broader audiences and foster engagement with impactful news stories. This range of formats illustrates how different brands tailor their podcast strategies to meet audience preferences, from rapid updates in entertainment to in-depth discussions on current events.
While legacy media outlets leverage their reputations to enhance their podcast presence, credibility alone doesn’t ensure engagement. Instead, PR and communications teams can boost audience connection by aligning content with listeners’ interests and authenticity, helping refine podcasting strategies to capture attention and drive meaningful engagement.
How Australian podcasts fit into the news cycle & ignite cultural moments
The Australian podcasting news industry continues to grow. While Australian audiences do consume content from international brands like the BBC, they also exhibit strong affinity for independent Australian productions over mainstream sources. In a period of uncertainty amidst Apple’s recent update to automatic download policies Australia’s podcast audience has rapidly expanded, with ad revenue rising […]
