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The Biscuit That Took Me Back 45 Years: Why Nostalgia Is a Secret Weapon for Brands
On Friday afternoon, after a week of speaking engagements across three different states, I was running a little low on energy as I walked into the Qantas lounge in Sydney. Reluctantly resisting the bar (after the week I'd had I could have downed a shiraz in record...
Marketing to Menopause: A Multi-Billion Dollar Industry Having Its Moment
For decades, menopause has been cloaked in silence, a topic relegated to whispered conversations or avoided altogether. But there’s been a shift, and the invisible is quickly becoming very, very visible. No longer are women suffering in silence. Menopause is finally...
When Transparency Is the Difference Between Loyalty and Loss
Yesterday I had an experience with a car rental company that reminded me just how fragile trust can be in the customer journey, and how easily it can be broken when businesses fail to communicate clearly. Last week, I booked a rental car for our family trip to...
The Federal Election: Lessons in Brand Trust, Marketing and Experience
What does hiking six mountains in one day have to do with customer experience? Everything. This month, I joined the Reed & Co Six Peaks Challenge, a gruelling (but fun) day of sweat, scenery, and shared purpose. It’s more than just a fitness event. It’s a shining...
The Federal Election: Lessons in Brand Trust, Marketing and Experience
Saturday’s federal election delivered a decisive result, but it also left many voters with a bad taste in their mouths. Not because of the outcome—but because of the experience of the campaign itself. I don’t know about you, but as I stood at the cardboard voting...
