Podcast Summary
Attention spans are down to seconds. Choice is endless. Loyalty is no longer guaranteed.
So what actually makes a brand consumer-first in 2026?
In this episode of Digital Shelf Insider, Shreshta Joy sits down with Jermina Menon, Founder & Chief Strategy Officer, Knowetic, to unpack what “consumer-first” truly means beyond buzzwords.
Jermina explains why brands lose focus when they chase channels, formats, and tools instead of anchoring themselves in what they solve for the customer.
They explore how shrinking attention spans affect brand building, why founder- and creator-based brands feel more authentic, and what legacy brands can realistically learn from them. Jermina shares why repeat purchase, real engagement, and direct customer conversations matter far more than vanity metrics.
At the center of it all is her KYC framework. Know your customer. Know your core. Know your competition. A simple lens that becomes more important as markets get crowded and budgets get tighter.
Key themes
Here’s what unfolded during the conversation:
What Consumer-First Really Means in 2026
Being consumer-first is about understanding unmet needs and building products, stories, and experiences around them. It must show up across every touchpoint, not just in marketing.
When Attention Is Scarce, Consistency Wins
With attention down to single-digit seconds, repetition matters more than novelty. Clear, consistent messaging builds recall and preference over time.
Founder and Creator Brands Feel More Trustworthy
Founder-led storytelling works because it is authentic and personal. Customers trust lived experience more than polished endorsements.
Early Signals Matter More Than Vanity Metrics
Repeat purchase, comments, and direct feedback matter more than impressions. Reading and responding to customers is where real insight lives.
KYC: Know Your Customer, Core, and Competition
Jermina’s guiding framework for brand leaders: understand your customer deeply, define what your brand stands for, and study competitors honestly. The intersection of these three is where differentiation lives.
Loyalty Comes from Habit and Advocacy
True loyalty is when customers buy without reminders and recommend you unprompted. Referrals are one of the strongest signals of brand trust.
Episode Highlights
00:00 Trailer
00:56 Intro
01:29 Guest Intro & Greetings (Jermina Menon)
2:18 What does “Consumer First” mean in 2026?
03:50 Common mistakes in adopting this mindset
05:47 Perspective on founder-led and creator brands
10:13 Early signals that consumers value your brand
11:54 D2C vs. Legacy: who has the 2026 advantage?
14:29 Rethinking customer loyalty for the modern age
16:41 Building communities around customer pain points
20:08 Evolution of Mall Culture: utility vs. experience
26:16 Consistency, Distinctiveness, or Cultural Relevance?
28:31 The KYC Formula (Know Your Customer/Core/Competition)
30:04 Outro
Quick Takeaways for Brands
- Doing less with sharper messaging beats doing more across every channel.
- Repeat customers and conversations matter more than impressions.
- Digital-first brands win by understanding customer behavior, not just tools.
- Community building requires patience and long-term intent.
- KYC is a practical framework for decision-making in crowded markets.
Consumer-first mindset in 2026 is not about doing more. It is about knowing exactly who you serve, what you stand for, and why you deserve to be chosen. This episode is a practical reset for brand leaders who want relevance, not just reach.
Disclaimer: The content shared in the Digital Shelf Insider Podcast by MetricsCart is for general informational and discussion purposes only. The insights, opinions, and perspectives expressed by hosts and guests are their own and do not constitute professional advice, recommendations, or endorsements by MetricsCart or any affiliated entity.
