In Australian Banking Size Matters – Small is Better
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 [...]
Consumer Segmentation in a Recession
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 [...]
Why do we need a consumer Net Promoter Score® benchmarking study in Australia?
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 [...]
Customer Experience & Supply Chain???
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 [...]
My best customer experience ever!!!!
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 [...]
Cut costs or increase customer focus? That is the question
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 [...]
Brisbane Restaurant Feasts on Word of Mouth
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 [...]
Many Net Promoter Score implementations will fail!!
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 [...]
Branding that engages your Imagination
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 [...]
Net Promoter Score® & becoming a great lover
Read a fascinating book recently called The Big Moo by Seth Godin. This book is a follow up to The Purple Cow, also by Seth Godin, which as everyone knows is a massive best seller. [...]