The gift of a major health scare.

The gift of a major health scare.

Last Monday I went to see my GP about a pain in my back and shoulder that had recently spread to my ribs. I’d had the pain on and off for nearly a month and while my weekly massage helped, the pain relief was only temporary and I was waking up with chest pain and more…

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

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.

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…