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The word of the year and the warning for brands.
The Macquarie Dictionary’s word of the year has been announced and it might have summed up the brand trust crisis currently unfolding across multiple industries, particularly those facing digital disruption. Enshittification. Yes, ‘enshittification’ is the word of the...
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,...
The five second strategy for making your customers feel good.
Yesterday my husband and I took our young son Ollie to Wet'n Wild, a waterslide park at the Gold Coast. We bought fast passes and over the course of a few hours Chris and Ollie got to indulge their inner thrill seekers with a continuous rides on waterslides that make...
How a customer focus could solve even the most unexpected organisational challenges.
I’ve recently spoken for a series of very different organisations with one thing in common - they're all going through massive upheaval, change and disruption. All multi million dollar brands. All facing unprecedented challenges. One business had its entire...
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...
