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 […]

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 […]

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 […]

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 […]

Customer Culture: align your team from boardroom to back office

This article contains an unedited excerpt from our new book, Leading the Customer-led Revolution, due out on 24 May. We hope you enjoy it! Culture eats strategy for breakfast It’s a famous quote + one we know is used often, but it’s a good one.   Truth is, you can have the best strategy in […]

Customer advocacy: The ‘f’ word + the crystal ball for your business

This article contains an unedited excerpt from our new book, Leading the Customer-led Revolution, due out on 24 May. We hope you enjoy it! Let’s Talk About The ‘F’ Word… It’s always great to open a workshop or keynote event saying that you’re going to talk about the f word. People always look a little […]

10 tips for creating exceptional customer experiences

We have something to share with you. People don’t buy products anymore. They buy experiences. They buy ‘all the stuff’ that is wrapped around a product. Product features are no longer enough. Customers expect more than just the product + now creating exceptional customer experiences has become more important than ever. Customers not only want […]

Customer experience: step into your customer’s shoes + get the full picture

This article contains an unedited excerpt from our new book, Leading the Customer-led Revolution, due out in May. We hope you enjoy it! Customers Are On A Journey + You’re Only Part Of It Customer experience (CX) seems to be the buzzword around town. Beyond the buzz + hype, it comes back to leaders + […]