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Why dedicating a portion of your marketing budget to a Customer Experience Study Tour could be the best investment you’ll make.
I was recently running a full day workshop for 70 leading financial advisors. I dedicated the afternoon to innovation and one of the exercises I got them to work on was design their own hypothetical two-week customer experience study tour. The exercise produced some...
The explosion of the ‘kit economy’ and how you can be a part of it
When Betty Crocker introduced its first cake mix in 1947, the company was sure it would be an instant success. Instead of spending hours making a cake from scratch, consumers only had to rip to the top off the Betty Crocker cake mix package, add water and bake. The...
BOOK REVIEW
WINGING IT
by Emma Isaacs
Emma Isaacs is a force of nature. She’s a serial entrepreneur and is best known as the Founder and Global CEO of Business Chicks, Australia’s largest community for women. I remember when I first got to know Emma many years ago at a luncheon. That night I sent her a...
The Power of Personal Perspective.
On Friday I was privileged to present the opening keynote at the Fernwood Fitness national conference. 300 passionate franchisees were in the room to hear the latest research and insights on today’s consumer – specifically their target customer, Australian women. I...
IS IT TIME TO DITCH THE NPS?
Why Traditional Customer Service Metrics are No Longer Relevant in a Post Digital Retail Sector
The most widely used system to measure and benchmark customer satisfaction is the Net Promoter Score (NPS). Launched in 2003 — before we’d Facebook, Instagram, LinkedIn and Snapchat — NPS is a management tool that can be used to gauge the loyalty of a firm's customer...