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...
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,...
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...
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...
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...
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...
