In an article written by Amanda David in Customer Think, she outlines the outcomes of altering and aligning strategy to the new threats and opportunities that COVID has presented. It is an article well worth a read, and I have...
According to marketers and consumers , organisations are still missing the mark with regards to delivering a good customer experience and actually identifying their needs. More than 60% of customers polled feel that brands do not do a good job...
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...
“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, consumers have...
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 and Business...
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...
Empathy is the capacity to step into other people’s shoes, to understand their lives, and start to solve problems from their perspectives. Human centred design is premised on empathy, on the idea that the people you’re designing for are your...
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...
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 difference between the...
Without exception when I talk to people about what I do, I get heads nodding in agreement. "Yes (we nod), it is very important to have strategies around creating memorable (good) experiences for customers. Without fail the "but" or the...