In this episode of Renegade Marketers Unite, Drew Neisser talks with JD Dillon (Tigo Energy), Carlos Carvajal (Anaqua), and Nikhil Chawla (Resilience) about what it takes to turn customer voice into real organizational change.
Together, they unpack what customer-centric leadership looks like in practice—from retention programs and executive briefings to listening to real sales calls and turning customer signals into action across the business.
The result is a more operational view of customer obsession, one where the voice of the customer shows up not just in dashboards, but in meetings, decisions, and everyday habits.
The big idea: Customer centricity becomes powerful only when it shows up in everyday habits—meetings, messaging, and decisions. If you want to move from customer-aware to customer-obsessed, this episode delivers practical strategies you can apply immediately.
What You’ll Learn:
- Why customer obsession must show up in company habits, not just strategy decks
- How marketing leaders are using customer voice to shape planning and priorities
- Why stories and quotes from customers often move teams faster than dashboards
- How narrowing customer centricity to a clear job-to-be-done makes it actionable
- Why customers should appear in all-hands meetings, planning sessions, and executive briefings
- How marketing teams can turn customer conversations into a repeatable growth engine
Three perspectives on Customer-Led Growth:
JD Dillon: Make Customer Commitment Visible
JD shares how combining marketing and customer experience leadership helped Tigo Energy tackle its biggest challenge—retention. One result: the Green Glove Service, a hands-on installer support program that improves outcomes while reinforcing a customer-first culture across the company.
Carlos Carvajal: Build the Customer Habit
Carlos focuses on turning customer listening into a marketing habit. From direct conversations with customers to executive briefing programs that bring prospects into deeper dialogue, he shows how consistent exposure to customer stories strengthens messaging, improves win rates, and builds alignment across teams.
Nikhil Chawla: Focus Customer Centricity on Real Problems
Nikhil argues that “customer centricity” becomes powerful only when teams narrow it to specific problems they can solve. At Resilience, that means combining tools like Gong and AI analysis with integrated data pipelines to shorten feedback loops and surface the customer signals that matter most.
This Episode Is For
B2B CMOs and marketing leaders who want to move beyond talking about customer centricity and start embedding customer insight into how their organizations actually operate.