Vegans, you have a major marketing problem.

I still clearly remember the day as a child, at an aunt’s farm, that I saw a chicken being beheaded. I was about 10 and I was so traumatised that I didn’t eat chicken for months. Until then, I’d never really made the connection between cute fluffy baby chickens and the roast chicken that was…

Pink Sheets and Milestone Marketing

If you’ve ever seen expectant parents in a baby shop, you’d know that pregnancy is a life stage that usually triggers an avalanche of consumerism.  I (thankfully) never tallied what I spent during my pregnancy, I just know that becoming a mum, while filling my heart, has drained my wallet in ways I haven’t experienced…

Why dedicating a portion of your marketing budget to a Customer Experience Study Tour could be the best investment you’ll make.

I was recently running a full day workshop for 70 leading financial advisors. I dedicated the afternoon to innovation and one of the exercises I got them to work on was design their own hypothetical two-week customer experience study tour. The exercise produced some surprising insights and learnings. The scenario I posed to the group…

The Power of Personal Perspective.

On Friday I was privileged to present the opening keynote at the Fernwood Fitness national conference. 300 passionate franchisees were in the room to hear the latest research and insights on today’s consumer – specifically their target customer, Australian women. I love the challenge of an opening keynote: it’s a huge responsibility as a speaker…

IS IT TIME TO DITCH THE NPS?
Why Traditional Customer Service Metrics are No Longer Relevant in a Post Digital Retail Sector

The most widely used system to measure and benchmark customer satisfaction is the Net Promoter Score (NPS). Launched in 2003 — before we’d Facebook, Instagram, LinkedIn and Snapchat — NPS is a management tool that can be used to gauge the loyalty of a firm’s customer relationships and claims to be correlated with revenue growth….

OK Google, what does the future of search look like?
How hands-free internet searches may be indirectly impacting your business.

Since having a baby last year, I now consider the ability to do something ‘hands-free’ as a major time-management hack. Phone calls exist almost exclusively hands-free now, either on speaker or headset while I’m folding washing, cooking dinner, signing for a courier delivery or driving to a speaking engagement. Multitasking has become an extreme sport….