Latest Articles
Digital Marketing in a CX nutshell
“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...
B2B has changed? Have you?
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...
5 Strategies to drive value from Customer Journey Maps
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...
Empathy – can it be re-learned?
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 roadmap to innovative...
Digital Focus for superior CX
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
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...
The customer isn’t always right! Right?
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 "except" sentence begins. "But...
Do things differently
Biz Tips to Live by with the help of Shane Jacobson. Shane Jacobson tells the story of being on the set of the Bourne Legacy and how he was shown to his “trailer” which was what he considered a Taj Mahal on wheels with two toilets no less, in the bathroom and a decor...
7 key habits to ensure success
When I talk about ensuring success, I am talking about your definition of success – whatever that might be. It could be a small business owner who wants to earn enough to enjoy yearly trips with the family or it could be someone who just wants to love their job and...