Just about every B2C business is trying to build superglue stickiness into their user platforms. Nimble start-ups, at least prior to the big VC squeeze, were the poster children, leaving big legacy firms foundering in their wake. But SCA’s pivot to uber app Listnr is a standout exception, reinventing its digital audience business and building a new brand from scratch – pretty much all in-house. Launched mid-Covid in a bid to see off local incursion from the likes of Apple, Spotify and iHeart, Listnr has already powered past 1.5m signed-up users. Now SCA is using the logged-in data – alongside a new martech stack and digitally upskilled marketing department – to move the needle across acquisition, retention and engagement, while giving advertisers sharper incentive to spend. CMO Nikki Clarkson said the pivot required the entire business to suspend traditional thinking – from finance, sales, marketing, content, distribution, research and tech – without dropping the ball on its day-to-day game. Then the business had to go through a major systems overhaul while learning the language of tech and customer experience. But she says the pay-off and ROI is already landing, with marketing alone making “monumental gains” by aligning sharper digital tools with brand-building assets. Her takeout for those planning mass audience transformations? Go broad or go home.

See omnystudio.com/listener for privacy information.