Working from home has humanised us all. Whether it is a dog who insists on getting up on your knee when you are on a video call, or the paintings on the wall in the background – we are all getting to know our colleagues and clients in a different sort of a way....
Who is driving the customer experience at Boeing? Boeing is in the news. In its 103-year history, it is probably facing the greatest challenges it ever has. Some commentators are asking ‘will it survive’? The customer experience and the brand reputation are being...
Blocking Australian customers from Amazon? Will David have any chance at all in this battle for customers? I would like to believe so. I ask myself the question why other US retailers have tackled the new Australian GST laws differently, when Amazon has chosen to...
Traffic vs audience is about quality, not quantity There is a difference between ‘traffic’ and audience. It’s a quality, not a quantity, game I’m sure I’m not alone in having clicked on an article or blog after being sucked in by a disingenuous headline. The NT...
The instant gratification of Afterpay The instant gratification offered by payment gateways like Afterpay is the stuff of retail dreams. More than a payment method, it’s a way of delivering audiences, where the last piece of the retail puzzle has become a customer’s...
Retail has changed forever — we must adapt Retail will never be the same and we need to get used to it. I have attended two retail transformation conferences in the last few weeks and the message is clear: retail IS disrupted. This is not a downturn. Forever the...
Who knew way back in 2001, that sixteen years later, having served 4 million customers I’d still be absolutely thrilled when I hear how RedBalloon delivered the ‘perfect’ gift for a customer. When the Red Envelope is opened to reveal a ‘bucket list’ experience or...
Customer Experience Productivity Business success is all about the customer experience. There are no businesses that I know, that are not vitally dependent on what customers think about them. Customer experience is not just about selling ideas, selling products,...
