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The complexity of brand trust – and how quickly it can be lost.
The Roy Morgan brand trust rankings for 2024 provide some fascinating insights into consumer perceptions of brands, how hard consumer trust is to win and how quickly it can now be lost. This year, Bunnings has been the clear winner when it comes to brand trust,...
Consumers being driven to a place of mistrust: a warning for all brands (and why I’ll never buy a Tesla).
Consumer advocacy group Choice revealed this week that popular car manufacturers are collecting and sharing driver data, ranging from braking patterns and odometer readings to vehicle location and even voice recognition information, images and videos. Choice analysed...
When a lack of differentiation in a depressed market becomes your downfall.
One of Australia’s biggest fashion retailers announced today that it will close more than 200 stores and shut down five of its brands as it struggles financially. Mosaic Brands, an ASX-listed company, announced the axing of Rockmans, Autograph, Crossroads, W.Lane and...
The difference between Customer Satisfaction and Customer Joy (and why it matters).
In today's fast-paced environment, convenience and efficiency are the cornerstones of any CX strategy. Time-saving initiatives win the minds of consumers and can help deliver customer satisfaction, but do ‘satisfactory’ experiences build customer advocacy? The kind of...
Making CX a team sport: How Virgin Australia is making the invisible visible.
Last year, I found myself in the picturesque town of Daylesford in country Victoria, where I was scheduled to speak at an event. My husband Chris and I decided to make the most of our time there, and once my speaking engagement was wrapped up, we had the entire...
