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Why Customer Experience is a Leadership Topic
Next week I am speaking at an incredible full day event, The Future of Leadership. And while I’m not a leadership speaker per se, in preparing for this presentation, I’ve had an epiphany. Customer Experience is no longer just a function of a company’s customer service...
The Inconvenient Truth about the Australian Retail Sector.
The week before I got married a month ago, I realised I’d forgotten to buy shoes for my seven-year-old son Ollie, who had the important job of walking me down the aisle (so cute!) I made a mad dash to our local shopping centre with a window of 30 minutes and the brief...
How the Car Rental Industry has become Commoditised and the Competitive Edge No One is Talking About
If you’ve rented a car lately, you’d know that it’s usually not a customer experience worth sharing and if it is, it’s for all the wrong reasons. Bland and boring at best, impersonal, inefficient and infuriating at worst, the once-clear distinctions between companies...
The Power of Injecting Ceremony into the Customer Experience
A few weeks ago my partner Chris and I were working in Thailand. On the second night into our trip we booked into the teppanyaki restaurant in the hotel. Great food, incredible service and overall, a fun night. But what made the experience unique and memorable was...
Don’t label me! How consumers are becoming creatures of contrast.
Seven years ago I wrote a blog criticising vegan activists for their extreme protest in Melbourne’s CBD which brought the city to a standstill in peak hour and meant I nearly missed a speaking engagement. At the time I was looking purely at it through marketing lens...
