Click to read the article published in Money Wise in the December 2024 edition. Net Promoter Score (NPS®) is far more than just a CX metric. It is an exercise in organisational transformation to build customer [...]
Halloween is the season of eerie encounters and hidden truths lurking in the shadows. But beyond the haunted houses and trick-or-treaters, there is another ghost that has pretty much crept its way into the business world [...]
The heartbeat of any business’ love for its customers is what guarantees its long-term success. As customer experience has been increasingly being enchanted by technology, predictive analytics and more, there is a love story that’s unfolding [...]
The Covid-19 pandemic has put the global economy in the line of fire. Brands are either burning out or metamorphosing. What happens with the metamorphosing ones is something only time will tell – will they do something different [...]
Communicating with customers is key to their journey with your brand. When, where and how they want you to communicate with them are all key components in the customer lifecycle. Studies show that it takes about 6-7 impressions [...]
Consumers today are spoilt for choice. However, a strong brand reputation can hold customer back from straying. Once hooked to Amazon, there are just a small fraction of shoppers who would prefer an alternative e-commerce portal simply owing [...]
Technology empowered consumers expect personalised services at competitive prices and with large returns. Banks, financial institutions and superannuation industries across all major economies, including Australia, operate in highly competitive environments. While some have buckled under pressure, there are [...]
When I facilitate customer strategy workshops, I ask participants to share a story of their best and worst customer experiences. The best experience is challenging but as you can imagine the worst is relatively easy to share. [...]
Example 1 - I am a loyalist of X brand. Given this, I would still not hesitate to purchase a product from another e-commerce website or a shop down the street if I get [...]
