Is your customer experience program suffering bright shiny object syndrome?
You may have heard of ‘bright shiny object syndrome’. The term is used to describe new initiatives undertaken by organisations that either lack a strategic approach, or suffer from a failure to...
View ArticleWhy customer experience driven growth is set to take off
Our overall brand perceptions are invariably shaped by our experiences. And loyal customer relationships can be severed in moments by a negative service interaction.
View ArticleDisruption Down Under – What’s Amazon’s real competitive advantage?
Savvy shoppers wait in anticipation, while Australian retailers are gearing up for the onslaught. Amazon’s arrival is imminent.
View ArticleCustomer experience crisis: Proactively mitigating the risk of broken promises
Last Friday, three weeks after United Airline’s spectacular customer experience disaster, customers received a letter from the company’s CEO, Oscar Munoz.
View ArticleQueue experiences that are distinctive, memorable and shareable
Customer service that’s quick, easy and convenient has been shown to boost customer satisfaction. So it’s an odd juxtaposition that customer queues have become a sharable customer experience.
View ArticleCustomer experience disruption: Healthcare faces a bitter pill
Over the past decade, disruptors such as Amazon, Apple and Australia’s Atlassian have delivered technology enhanced customer experiences, which for the most part, have improved customers’ lives and...
View ArticleBuilding a human-curated brand
If the FANG (Facebook, Amazon, Netflix, Google) sector and their measured worth are the final argument for the successful 21st Century model, then they are beyond reproach. Fine-tuning masses of...
View ArticleBrands with internal customer insights capability will survive and even thrive
According to The Australian Bureau of Statistics, two-thirds of Australian businesses across all sectors have reported taking a hit to revenue or cash flow due to COVID-19. About one in 10 said they...
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