Customer Experience Focus

26 Aug Customers trump brand value

Posted at 14:58h in 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...

03 Jul Digital Marketing in a CX nutshell

Posted at 05:59h in 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, consumers have...

21 Jun B2B has changed? Have you?

Posted at 05:41h in 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 and Business 2 Consumer...

19 Jun 5 Strategies to drive value from Customer Journey Maps

Posted at 20:10h in 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...

15 Jun Empathy – can it be re-learned? Interview with Kim Moyes – Director of PX

Posted at 05:28h in Customer Experience Focus, Customer Journey Maps, Health, Leadership, Organisational Culture, Patient Experience, Uncategorised

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...

12 Jun Digital Focus for superior CX

Posted at 06:13h in 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...

06 Jun B2B Companies need customer loyalty

Posted at 06:49h in 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 difference between the...

17 Mar The customer isn’t always right! Right?

Posted at 14:03h in Business tips, Customer Experience Focus, Processes

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...