• Home
  • About
    • Neuroscience
    • Psychological Safety
    • Our Collaborators
      • CAROLYN GRANT
      • DR DIANE HARNER
  • What We Do
    • Legacy Leadership
    • Customer Engagement
    • Psychological Safety & Employee Engagement
    • Innovation
    • Purpose & Brand
    • Critical Decision Making
    • Accountability and Performance
  • Workshops & Engagements
  • Resources
    • Books and Whitepapers
    • Webinars and Podcasts
    • Latest Articles
  • Cart
Contact Us
Customers trump brand value

Customers trump brand value

by Carolyn McSweeney-Grant | Aug 26, 2017 | Branding, Business tips, Business to Business, Business to Consumer, Customer Experience Focus, Digital, Leadership, Retail

Customer experience is trumping brand value to deliver a better bottom line. At a recent Customer Experience workshop at Oracle Brisbane, there was a brief discussion on the reduced value of the brand and the increasing importance of customer engagement in business...
Digital Marketing in a CX nutshell

Digital Marketing in a CX nutshell

by Carolyn McSweeney-Grant | Jul 3, 2017 | Business to Business, Business to Consumer, Customer Experience Focus, Customer Journey Maps, Digital, Leadership, Uncategorised

  “It is not about doing ‘digital marketing’, it is about marketing effectively in a digital world.”  This quote from Diageo CEO Ivan Menezes sums up the role of digital in today’s organisations. Digital has not been the greatest disruptor this century,...
B2B has changed? Have you?

B2B has changed? Have you?

by Carolyn McSweeney-Grant | Jun 21, 2017 | Branding, Business to Business, Business to Consumer, Customer Experience Focus, Customer Journey Maps, Digital, Innovation, Organisational Culture

At 6peas, we believe “customers” are the world-wide disruptor of the last decade, as opposed to technology being the major disruptor.  Likewise, the last decade has seen the 2017 consumer making little distinction between Business 2 Business relationships...
5 Strategies to drive value from Customer Journey Maps

5 Strategies to drive value from Customer Journey Maps

by Carolyn McSweeney-Grant | Jun 19, 2017 | Business to Business, Business to Consumer, Customer Experience Focus, Customer Journey Maps, Leadership

I am often asked about what tools I use to facilitate a customer strategy in an organisation.  And one of my greatest tools is the Customer Journey Map.  A Customer Journey Map is one of the greatest tools organisations can use to communicate valuable customer...
Digital Focus for superior CX

Digital Focus for superior CX

by Carolyn McSweeney-Grant | Jun 12, 2017 | Business to Business, Business to Consumer, Customer Experience Focus, Digital, Innovation

Sure, saving money and continuous improvement is important, but the real point of transformation is being able to exploit new opportunities. The universal principle (which businesses in Australia are very slow to uptake compared the US and the UK and NZ in the health...
B2B Companies need customer loyalty

B2B Companies need customer loyalty

by Carolyn McSweeney-Grant | Jun 6, 2017 | Business tips, Business to Business, Customer Experience Focus

Despite the importance of customer relationships, it’s getting tougher to maintain them. In a recent survey by Bain & Company, 68% of executives said customers are less loyal. But from the customers perspective, only 14% of business executives see a REAL...

Recent Posts

  • Psychological Safety + Boards – podcast with Lisa Cook from Get on Boards Australia
  • Solving the Leadership Crisis with Neuroscience
  • Ideation and power of persistence
  • Psychological Safety – Australia’s first Code of Practice introduced
  • The illusion of communication

Categories

  • Branding
  • Business tips
  • Business to Business
  • Business to Consumer
  • Customer Experience Focus
  • Customer Journey Maps
  • Digital
  • Habits
  • Health
  • Innovation
  • Leadership
  • Neuroscience
  • Organisational Culture
  • Patient Experience
  • Processes
  • psychological safety
  • Retail
  • Success
  • Uncategorised

Tags

B2B B2C Banking & Finance behaviour board Boards branding business complaints contact centre culture customer customer centric design customer experience customer insights Customer Journey Maps customer loyalty cx Digital drive performance emotion emotional intelligence emotions empathy engagement Eretail Food and Agriculture health healthcare ICARE insurance companies IT organisations leadership Loyalty manufacturing Membership organisations mitigate risk Not for Profit patient experience professional services psychological safety purpose Retail Utilities value

Archives

  • October 2021
  • July 2021
  • June 2020
  • May 2020
  • April 2020
  • March 2020
  • November 2019
  • October 2019
  • September 2019
  • August 2017
  • July 2017
  • June 2017
  • March 2017
  • December 2016
  • Follow
  • Follow
  • Follow
  • Follow

Contact Details

Carolyn McSweeney-Grant – Director

Email: enquiries@6peas.com.au
Mobile: 0437822142
Phone: 07 32892968

ABN: 9453 8467 830

© 2021 6Peas | Experience Management Underpinned By Neuroscience | Powered by Vibrant Digital