by Carolyn McSweeney-Grant | May 22, 2020 | Customer Experience Focus
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 attached the link to this article. ...
by Carolyn McSweeney-Grant | Sep 30, 2019 | Customer Experience Focus
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 of predicting their...
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...
