insights

In a throw back to the 1950’s, car company Fiat this week was forced to withdraw their vehicle handbooks, which assumed that drivers would be exclusively male. The booklet, given to owners of new Fiat cars, referred to women as ‘co-pilots’ and suggested that if they...

On Sunday evening, Australia's hotly-contested Federal Election Campaign took an interesting turn, with Prime Minister Malcolm Turnbull releasing an emotional tribute to his late father. In the 79-second video, posted exclusively on social media, Malcolm shares a...

Six months into my first ‘proper’ marketing job out of university, I was assigned to a national tour around Australia with American marketing guru Jay Abraham. During those ten days or so, I got some invaluable one-on-one time with Jay as we flew from city to city....

Like most business travellers who fly extensively, (in 2015 I took more than 200 domestic flights) I’m loyal to one particular airline. For me that airline is Virgin Australia, a brand that consistently demonstrates the power of a brand that is truly customer centric....

Business woman talks on her phone in a restaurant. As a conference speaker, I have access to some pretty accurate barometers on the perceived importance of the customer experience. I know that it’s a more popular conference theme than it was five years ago.  ‘Customer...