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….