NPS has rapidly gained popularity for a number of reasons. One of its appeals is the shorter length of surveys. But how short is too short? The purists say that NPS only requires 2 questions: 1. How likely [...]
The Commonwealth Banks recent variable rate increase that was almost double the Reserve Bank’s official increase with the ensuing media coverage, political scrutiny and obvious brand damage made me ponder. Why does this happen? Add to this the [...]
I was invited to attend a presentation by TNS Brisbane, the market research company, a few weeks ago. The topic was "How the Global Financial Crisis is Affecting Australian Consumers". Prior to this I had attended a few [...]
We wanted to find out for ourselves the importance customer loyalty and WOM has, specific to Australia. By doing this we could find out how Australian brands performed relative to their domestic competitors and to their American counterparts. [...]
When I was first invited to do a guest lecture at the University of Queensland Supply Chain Corporate Education Course. I was a bit perplexed. I normally lecture on customer experience, consumer behaviour, importance of WOM, strategic marketing, [...]
On my last business trip to India I had the pleasure of staying at the Orange County Resort in Coorg outside, Bangalore in India. The Orange County experience is one that I will never forget as it was [...]
The response to the current economic crisis in Australia is a bit bipolar. On the one hand: A fast food chain had a value meal with a burger, fries, drink AND an ice cream sundae for just $4.99 [...]
A few weeks ago we dined at the 'Garuva Hidden Tranquillity Restaurant' at the Valley in Brisbane. It was recommended to us by a friend. They did not tell us a lot except that we would find it [...]
The popularity of The Ultimate Question by Fred Reichheld has resulted in a plethora of Net Promoter Score ® implementations in small and large organisations. Looking at the headline you probably think I am another academic or market [...]
On a recent trip to India I had the pleasure of flying a domestic flight with Jet Airways. It was easily one of the best airlines I have flown with. The mineral water on offer was a TATA [...]
