The Pont du Gard is one of the most extraordinary pieces of Roman engineering. A three-tiered aqueduct, 50 metres tall, built without mortar, yet so precisely aligned that water flowed smoothly for nearly 500 years. What makes it [...]
Wiebbe Hayes Fort, located on a remote island off the coast of Western Australia, is one of the earliest known European structures in the country. It wasn’t built by architects, soldiers or planners. Rather, it was built by [...]
From the surface, the Cappadocian landscape looks ordinary. But beneath it lies Derinkuyu — an 18-level underground city that once sheltered nearly 20,000 people. What makes Derinkuyu fascinating isn’t just its scale, but its design. There are ventilation [...]
In 1974, farmers in Shaanxi, China, uncovered one of history’s most astonishing discoveries — an army of over 8,000 terracotta soldiers, every face unique, every detail deliberate. But the real story isn’t in the sculptures. It’s in the [...]
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 [...]
At a time when banks have been shutting down branches and going online increasingly, Bendigo did a double-take. It went down to the grassroots, grouped townsfolk in places far flung from cities, and helped them open community branches. [...]
Importance of auditing your NPS program - Part 2 Normally when any business sees there is money to be made in a certain concept, they rush in all guns blazing. This is what happened with the Net Promoter [...]
