Customer: The Singular Focus for Success

Accelerating change is the ‘new normal’. The last few years have shown us no two days are the same. In an era, where strategies + priorities shift constantly, one fundamental truth remains constant: the customer is the lifeblood of any organisation. Whether you’re a global corporation, a government organisation or a small local business, making […]

Beware the new pandemic!

When we talk about pandemics, we think Covid. But there’s a new pandemic on our doorstep that’s wreaking havoc with our mental health + longevity. That pandemic? Loneliness. Loneliness? Really? Yes, really. We’re more connected than ever before thanks to technology, yet we are the most disconnected from each other than we have ever been […]

A customer-led approach is not just an option; it’s a necessity

Whether you’re ready for it or not, the role of the customer has become increasingly central to a company’s success. No longer is customer experience just a buzzword; it’s a driving force that can shape a business’s strategic decisions + operational efficiency. In fact, many business + organisational issues you’re experiencing today stem from a […]

Artificial Intelligence (AI): A Driver of The Customer-led Revolution

In today’s tech-driven world, Artificial Intelligence (AI) has emerged as a catalyst for redefining customer connections. AI is no longer a distant promise; it’s everywhere, empowering users + transforming the way we interact with technology. AI helps not just us as leaders, but our teams as well One striking aspect of AI’s influence on customer […]

Master the art of Customer Choice (– or be left behind)

Welcome to the ever-evolving landscape of customer choice. Choice is everywhere – more than we’ve ever had. But it’s not all roses! As we navigate this intricate path, we must recognise that influencing customer decisions is a nuanced art, driven by understanding + empathy rather than rigid formulas. In this article, we will delve into […]

The 3 mindsets holding you back in your business

Did you know that there are certain things you’re doing in your business that are holding you back? We were recently invited to the Victorian Tourism Industry Council (VTIC) Visitor Services Summit as the opening keynote speakers, charged with setting the scene for the audience + levelling up their energy + perspectives to mobilise them […]

Why Are My Customers NOT Buying Again?

Recently we were speaking at an event + an audience member came up after our keynote. They were struggling with an issue where their customers weren’t coming back to buy from them again, + they didn’t know why. We get this question quite often, so we thought we’d share our thoughts in case you’re struggling […]

Catch the Bouncing Customer!

The way we define ‘customer’ can limit our potential. Delivering a recent keynote address for the VTIC Visitor Services Summit 2023, we posed the concept of the ‘bouncing customer’. You know, those ones that were going to walk into your shop (physically + metaphorically) but didn’t. They were your customer, but they chose to go […]

Do You Have a Customer Strategy?

Do you have a customer strategy?

You have a finance strategy, right? You have a marketing strategy. You likely have a people + culture strategy. + a technology strategy. But for the ultimate reason you exist – your customer – do you have a strategy?​ A customer strategy is a carefully planned approach that organisations adopt to attract, engage, + retain […]