Insights

THOUGHT LEADERSHIP + PRACTICAL ADVICE

Customer Scorecard – it’s here!

This month, we launched our brand spanking new customer scorecard - helping businesses understand how customer-led they are today. The first of its kind, the Customer Capability Scorecard is a short-but-powerful online survey that gets right to the heart of the issue...

Meeting Of The Minds

Since starting in customer-led transformation back in 2007, we’ve always admired + followed the work of Don Peppers + Martha Rogers as thought leaders in our field. Well - in true CF ‘be brave’ style, we made it happen this month. We caught up with Don over a coffee...

VTIC Visitor Servicing Summit – Bendigo 2018

I was chuffed to be invited to speak at this year's VTIC Visitor Servicing Summit. In true CF style - instead of us talking - we brought in our customer to share their journey + the real-life challenges we've helped them overcome. Enter stage-right Karen Oliver from...

Visit Sunshine Coast Identity Workshops

Over the past few months, we've been lucky enough to work with one of our favourite clients in one of our favourite destinations - how great is that!? The CF team have been working with Visit Sunshine Coast to help define the sub-region identities within the wider...

Murray Region – Visitor Servicing Transformation

August saw yet another trip down to the marvellous Murray region, helping to round off the first phase of Visitor Servicing Transformation work. The first of it's type (that we're aware of) in Australia, the progressive team from the Murray are working with us to...

Business Strategy vs Operational Strategy

  Close the gap between business strategy + operations How Are You Feeling In Your Business Today? Are you: Noticing a disjoint between your business + operational strategies? Feeling like reality is falling short of the dream? Not achieving the results you’d planned?...

IN FRAME – Shot House, Mooloolaba

Ah, coffee... A common conversation piece of CF. Our lifeblood. The bringer-together of friends, both business + personal. The fuel of brilliance + creativity. Of solutions. For those who know us, we are constantly on the hunt for good coffee. We get around. It’s...

Why Customers Are Important To Business

Does your business struggle with declining sales? Poor customer reviews? A disengaged team? Technology or market disruption? Customers Are The Biggest Disruptor Of All Don Peppers, author + founding partner of customer-centric consultancy Peppers + Rogers, believes...

Remaining Relevant In Changing Times

Part of being future proof + having a sustainable business is about remaining relevant to your customer in changing times. Technology advances, changing customer expectations, global-localisation, (anti-)social media, global warming + industry disruption are all...

A Fresh Approach For Economic Development

Local and Regional Councils have always been pretty serious when it comes to economic growth and development for their regions. It's a key part of their role. But what gets us excited is when a Council thinks outside the box and bucks the trend of 'standard'. Given...

Does Branson Have 20/20/20 Vision?

Before we start - no Sir Richard Branson doesn’t have an extra eye. Like many other ‘pin-upreneurs’ admired around the world, Richard Branson understands the simple law established by Harvard quite some years ago. That, by focusing on keeping your people happy, your...

Spray + Pray Has Had Its Day

In a recent customer workshop with a group of businesses, we posed the question… ‘Who is your customer?’ Perhaps naively, we expected answers such as ‘locals’, ‘tourists’, ‘weekend travellers’, ‘families’, ‘people travelling north from interstate’ etc. Instead, the...

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