Consumer Sentiment: Australia vs. the US and UK
- Published on 13/02/2013
- in Category Brands & Marketing / Customer Experience
Funny. Just attended a market outlook presentation for 2013 with the ever entertaining Phil Ruthven of IBISWorld; part of the Australian Marketing Institute Series. In the pitch he shares long term view of consumer sentiment across markets The Aussie market shows a nervousness with lots of ups and downs but a relatively positive outlook; in […]
Read More“Five ‘No Regrets’ Moves for Superior Customer Experience & Engagement” – McKinsey
- Published on 03/10/2012
- in Category Customer Experience / News
The head of McKinsey’s marketing practice pens an article that unsurprisingly puts marketers in charge of the new discipline of Customer Experience management. Look beyond the territorial play and the creation of new jargon and these “five no regrets” moves make a lot of sense – adjusting the operating model to put customers at the […]
Read MoreDisagreeable, disorganised & transactional
- Published on 26/09/2012
- in Category Customer Experience / News
“No business can thrive unless it has a clear idea of who its potential customers are. The Professional Planner/Customer Champion wealth segmentation project has identified the clients of the future.” Hit the link above to download and read the Professional Planner cover story on our segmentation study. Professional Planner July Issue – Segmentation Cover Story
Read MoreYour wireless wallet
- Published on 02/01/2012
- in Category Customer Experience / News
In September we saw the launch of Google Wallet, a mobile phone app that lets users make credit card payments, collect loyalty points and participate in sales promotions. The launch is part of a fresh wave of development that is pushing Mobile commerce to new frontiers. In this short discussion, McKinsey’s Stephenson and David C. […]
Read MoreShape behaviour & create delight at no extra cost
- Published on 30/07/2011
- in Category Customer Experience / News
Having your front line staff proactively engage with customers to help them satisfy their service needs, can yield big dividends in enhanced efficiency and customer satisfaction. Grooming the right staff and choosing the more receptive customers will deliver greater success as not all staff have the ability to approach customers without intimidating them and not […]
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