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 | 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 15, 2017 | 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 roadmap to innovative...
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...
