Building a Customer-Centric Organization

Last Updated February 4th, 2022

Sam Jacobs, Revenue Collective, Pavilion, The Customer Experience Podcast, customer centricity, customer-centric, customer focused, company culture, company values, listening


Listen to “183. Building a Customer-Centric Organization w/ Sam Jacobs” on Spreaker.

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The process of building a company is obviously challenging – and typically filled with failures. And while failure is frequently viewed as a negative experience, that isn’t always the case. Without failure, growth can be hindered.

Often, failure is useful. It can guide us to build better, create differently, and clearly understand our values and objectives.

And it’s those same lessons, rooted in failure, that’ll help you build a customer-centric organization — one that’s founded on solid values and often with a complete understanding of why we are here: to serve others.

Today’s guest is Sam Jacobs. Sam is the host of The Sales Hacker Podcast and Founder and CEO at Pavilion (formerly Revenue Collective), a membership community for high-growth individuals and teams that guides them as they reach their full potential alongside their peers.

Sam joins me today to share how his failures provided the opportunity to help people take control of their own careers and professional development in a community setting. He’s also here to share the steps of building a customer-centric business while wading through fear and uncertainty that ultimately guided him to trust himself that he’s here to serve others in a unique, valuable, and differentiated way.

Before founding Pavilion, Sam served as Chief Revenue Officer, SVP of Sales & Marketing, and SVP of Sales & Business Development for companies like Livestream, Axial, The Muse, and Behavox.

Sam dives into his thoughts about company values and about listening to your customers so you can do what’s best for them. He feels strongly that brands should have a clear sense of who they are, why they exist, and why they’re trying to do what they do. And these same principles should align with your values and be used to guide all decisions and choices — especially difficult ones. Sam also shares his thoughts on kindness, reciprocity, and how they can be a path to professional success.

Sam and I also discussed:

How Pavilion grew out of Revenue Collective
Why a vision should inform values
What actions a company with humility will take
How Sam built Pavilion with diversity and customer-centricity
What the independence of the professional truly looks like



Building a Customer-Centric Organization

Hear Episode 183 and any/every other conversation of The Customer Experience Podcast in your favorite podcast player …

Once you’re in your podcast player, please give an extra click to rate the show – or even take a minute to leave a review. It’s very helpful to the show.


We also embed the full conversation and make it searchable right here in these blog posts. The recording with Sam Jacobs is right here …

Listen to “183. Building a Customer-Centric Organization w/ Sam Jacobs” on Spreaker.



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Video Highlights: Building a Customer-Centric Organization

Check out the top five video highlights from the discussion with Sam Jacobs


1. Customer Experience is Listening



2. Fear, Control, and The Leap



3. A Spiritual Shift and a Brand Shift



4. Success Through Vision and Values



5. Capturing Customer Feedback


Links Related to This Conversation:



Other Episodes You’ll Enjoy:



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Ethan Beute | About The Author

Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and Wall Street Journal bestselling co-author of Human-Centered Communication and Rehumanize Your Business, Ethan Beute collects and tells stories of clearer communication, human connection, and higher conversion through simple, personal video messages. BA: University of Michigan. MBA: University of Colorado-Colorado Springs.

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