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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...
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.
When we talk about customer experience (CX), we often focus on the customer-facing roles—the people on the front lines who engage directly with customers and deliver the visible parts of the experience. But in reality, customer experience is a team sport. Every member...
