As a consultant I sometimes spend more than a reasonable amount of time on planes. Recently I travelled between New Zealand and Australia several times over the course of one week. During one of my ...
The ever-expanding digital landscape is continuing to alter consumers’ behaviours and disrupt a broad range of industries. Some, such as retail and consumer products, are being particularly affected. Today’s customers are expecting a lot from ...
The retail environment is quickly being turned upside down. The barriers between in-store and online channels have broken down. For many retailers fighting digital behaviours like showrooming, where customers use mobile devices to find information ...
When we look back at 2013 we may conclude it was the year Google went too far, when greed trumped its original mission of ‘don’t be evil’. The search giant announced late last year it ...
We are in the age of the customer. As Forrester vice president Moira Dorsey said in 2012, “the only source of sustainable competitive advantage is customer experience. Delivering experiences that meet or beat customer expectations is ...
Early one morning, in the not too distant future, one of your customers – let’s call her Sarah – will wake up and do what she has been doing for some time, reach for her ...
To help you see the world from your customers’ perspective, I pose one simple question: are you comfortable with how much data companies hold about you and what they are doing with it? If your answer is ...
Digital marketing has become a big headache for most marketing professionals. A recent study of over 1000 marketers conducted over August and September this year claims that only 9% of total respondents said that they ...
Customer’s today are dealing with a complex array of digital channels and messages. Social media, websites, mobile apps, email and in-store digital displays are all playing a part in the brand experience – and on ...
I meet many leaders of large businesses in the course of my job as the CEO of a digital strategy consultancy, and my engagements are revealing an emerging trend: when it comes to understanding customers, ...
An ever-increasing number of businesses are reinventing the way they interact with their customers by leveraging the investment they have made in marketing technology software. The proliferation of social media and advances in ‘ad tech’ ...
Customer loyalty programs have long been a staple of enterprise marketing activities. The thinking has always been that rewarding repeat transactions – the behaviour most desired by the brand running the program – will drive revenue ...
