Blog post
September 30, 2019

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.

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 a customer-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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The Australian public’s reaction to government reforms and leaders was especially eventful. Debates about campus safety by the Royal Commission, a tax deal between Labor and the Greens unsettling the finance and property sectors, and a speech on “monoculture” by Pauline Hanson shifting opinion polls in an unexpected way; were three complex stories that saw audiences taking different sides, leading to many perspectives and angles.

We used Isentia's Lumina to track the different viewpoints, key people, and stories with the largest volume and audience. Over four weeks (22 June to 17 July), we found 62 unique perspectives and nearly 900 media items across these three stories.

Key Stories, Key Drivers

Here’s a quick overview:

The Royal Commission on campus anti-semitism

The Royal Commission on Antisemitism and Social Cohesion’s hearings on university campuses was the biggest story by far. In less than a week, it drew 33 perspectives and 453 media items, reaching over 628k audiences. The story’s size came from the many institutions involved—student groups, representative bodies, and the federal government—each offering their own view on the same testimony.

Pro-Palestinian advocacy groups had the widest reach, making up about a third of all coverage. Spokespeople like Yasmine Johnson from Students for Palestine and Nasser Mashni from the Australia Palestine Advocacy Network told the commission their campus protests are a legitimate justice movement. They also raised concerns that criticism of government policy is being confused with antisemitism, which they say limits open debate.

Jewish student and staff groups also received significant coverage, making up about a fifth of the total. The Australian Union of Jewish Students described campuses where some students feel hesitant to attend and highlighted gaps in how universities handle complaints and support those affected. Most of this coverage came from wire services and was widely shared across news outlets like The Australian or the Midwest Times.

The federal government provided a third perspective, with similar coverage. Education Minister Jason Clare said universities had been slow to act and announced plans to tighten governance standards. This includes clearer anti-racism policies covering both antisemitism and Islamophobia. Reports also noted that TEQSA, the regulator, warned universities about outside groups joining campus protests, and the government’s antisemitism envoy suggested universities could face funding cuts if they do not do enough.

The Labor-Greens Tax Deal

The second-biggest story was more focused but still managed to stir strong reactions. Labor’s deal with the Greens to close a borrowing loophole for self-managed super funds, in return for Greens support on capital gains tax and negative gearing changes, led to 22 perspectives and 232 media items, reaching nearly 177k audiences.

The government, supported by the Greens, presented the deal simply — it closed a loophole that allowed wealthy investors to use their super funds to compete with first-home buyers at auctions. Treasurer Jim Chalmers cited a 2014 recommendation to support the change, and Greens treasury spokesman Nick McKim called it a win against "wealthy property investors."

The Greens, however, took a tougher stance and received similar coverage for saying the deal was only a partial win. They argued that allowing existing arrangements to continue would let Labour protect wealthy investors rather than renters, and said the housing crisis would now be "squarely of Labor's design." This shows that support from a governing partner does not always mean they are satisfied, as Country News highlighted.

Finance and business groups pushed back with nearly as much coverage. The Self-Managed Super Fund Association and the Australian Finance Industry Association said the borrowing rules did not pose a systemic risk and argued that regulators should focus on "aggressive marketing" and property spruiking, not legitimate investors. The Australian Chamber of Commerce and Industry warned that the wider capital gains tax changes could hurt business investment. ABC News gave the most detailed account of this perspective, noting the sector was "surprised" by how the deal was made.

Pauline Hanson’s monoculture speech

This story had the fewest perspectives (just seven) but still reached nearly 236k people through 210 media items. That’s a bigger audience than the tax story, which had three times as many viewpoints.

The story began when Pauline Hanson used a National Press Club speech to argue that Australia should replace multiculturalism with a single "monoculture." She cited Paul Hogan and the Socceroos as examples. The backlash was quick and unexpected and Hogan himself called her a "pelican" and said her views were racist. His response ended up shaping the story more than her monoculture speech.

What makes this story notable is what happened afterward. Two polls, Newspoll and Redbridge, showed One Nation’s primary vote dropping by about two points (Dairy News Australia) and Hanson’s personal approval falling ten points into negative territory. Labor regained a narrow lead and Labor minister Murray Watt quickly described the numbers as a "reality check,". This framing spread almost as widely as the original speech, as the Bendigo Advertiser reported.

The speech and the poll results are really one story seen from three sides — Hanson’s message, her critics’ reactions, and Labor’s use of the polling. Each angle received similar coverage, showing that the speech missed its mark and gave the government a useful talking point.

How does this inform PR & Comms Strategy?

First, the number of perspectives in a story is important. A story with many viewpoints, like the antisemitism hearings, needs a different monitoring approach than one with just a few, because the loudest voices might not always be the most important.

Second, pay attention when several perspectives are about the same size, as in the tax deal. If no single viewpoint stands out, the issue is likely still being debated. It’s a good idea to check back after some time instead of treating the first coverage as the final answer.

Third, compare any polarising message to the Hanson example before recommending it to a client. The numbers show that a divisive message can get attention but still turn public opinion against the speaker.

Conclusion

What links these stories is how much is lost when they are reduced to just two sides. The antisemitism hearings, the tax deal, and Hanson’s polling drop were all more complex than their main headlines suggested.

That’s why it’s valuable to track a story by its different perspectives and key drivers. See what Lumina can reveal for your industry or clients, and check out more analysis like this on the Isentia blog


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Blog
Who really shaped Australia’s latest social cohesion debates?

See how Isentia’s Lumina tracked 62 perspectives across 3 major Australian stories, revealing how media coverage really spreads and who ends up controlling the narrative.

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There is a new frontier where public perception is shaped: Large Language Models. Right now, LLMs are answering critical questions about your organisation. What are they saying? And more importantly, which sources are shaping those answers?

To navigate this landscape, public relations professionals don't need generic tools, but rather technology that speaks their language, and addresses the realities of a changed media and informational landscape.

That is why we're unveiling Lumina AI View, the latest addition to our intelligent suite of AI tools from Isentia. Trained specifically on the workflows and challenges of modern PR & communications, Lumina AI View helps you understand exactly what AI knows about you, and how it learned it.

A new standard for AI visibility

AI View tracks your citation strength and source quality alongside those of your competitors, giving you a clear view of where you hold authority and where you have gaps.

Lumina AI View maps your AI reputation from the ground up, allowing you to:

  • See which sources matter: When tools such as ChatGPT or Gemini discuss your organisation, which outlets do they cite? Track your source footprint over time and view the impact of key target media on how you’re discussed. We measure your citation strength and source quality alongside those of competitors, giving you a clear view of where you have authority and where you have gaps.
  • Gain industry-specific insight: Your competitors get cited from Financial Times and Bloomberg. You get cited on Reddit. Each brings opportunity – and risk. Discover how you measure up against industry standards, and target the sources that actually influence how AI represents you.
  • Catch narrative shifts early: AI responses change when new sources appear, sentiment shifts, or old controversies resurface. Get alerts when citation patterns change suddenly, before they impact the way you’re perceived by stakeholders.

Measure your progress: From media monitoring to full media intelligence

Lumina AI View is built on the principle that insights get stronger with repeated measurement. To help you maintain a clear view of your reputation, our proprietary scoring system provides regular updates that show you:

  • Evolving trends in how sources cite your organisation
  • Competitive standing and benchmark metrics
  • Where models differ in information presented, and sources cited 

Whether you run it weekly, on-demand, or whenever you need a check-in, patterns will emerge, trends will become clear, and you will build a baseline that makes any sudden narrative changes both comprehensible and the prerequisite to action.

Lumina AI View is part of Lumina AI, a comprehensive suite of AI tools built specifically for communicators. Our Lumina suite evolves traditional media monitoring into narrative intelligence, enabling you to truly understand how perceptions form, evolve, and impact your reputation.


Get in touch to register your interest and see what Lumina AI View can do for you.

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Blog
Introducing Lumina AI View: AI Visibility Built for PR & Comms

Lumina AI View, the latest in Isentia’s AI suite, is trained on PR & comms workflows to help you understand what AI knows about you — and how it learned it.

Ready to get started?

Get in touch or request a demo.