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The rise of DIY customer data: In-house data collection and analysis
As customer experience becomes front and centre for many organisations, the collection of customer data has never been more vital.
06 December 2021
The 10 companies with the best and most personalised experience
The latest customer experience survey from professional services firm KPMG has found that personalisation continues to be the most desired trait among Australian consumers.
03 November 2021
When marketing, sales and service are in harmony the customer wins
For brands to be able to deliver the optimal customer experience, they should seamlessly blend their marketing, sales and service capabilities, writes Jason du Preez, Senior Vice President Asia Pacif
03 November 2021
Three steps to an optimised customer experience
In the current uncertain and challenging economic environment, having loyal customers has never been more important.
26 October 2021
Why getting personal with customers is a priority for brands
The pandemic has pushed hundreds of bricks and mortar businesses into the digital sphere but those that don’t start getting up close and personal with customers will struggle to survive long term, wr
21 October 2021
Bain brings its NPS Prism Insurance offering to Australia
Bain & Company has added a new industry-focused product to its NPS Prism suite in Australia.
03 August 2021
Five ways to navigate the loyalty crisis among Australian brands
Consumers in Australia are reluctant commit to a single brand, and rarely sign up to loyalty programmes – mainly owing to disappointing experiences.
14 April 2021
News Corp Australia hires McKinsey for growth strategies
News Corp Australia has brought consultants from McKinsey & Company on board to advise the Board on new growth opportunities.
26 October 2020
Alcohol retailer Jimmy Brings picks R/GA for growth campaign
R/GA Australia has shrugged off competition from three tier-one rivals to win a project at Jimmy Brings.
13 October 2020
Steps for designing a great employee experience
With employees becoming increasingly demanding, the need for a human-centred approach has become more crucial than ever.
12 October 2020
The top brands in Australia for customer service & experience
Over the summer months, professional services giant KPMG surveyed over 2,500 consumers across the country to shed light on which brands provide the best service and customer experience.
20 September 2020
The Strategy Group advises client on customer and market strategy
The Strategy Group has in the past months helped one of its clients – a manufacturer of face masks – with the development of a customer and go-to-market strategy.
23 August 2020
Bain & Company launches its NPS Prism offering in Australia
Bain & Company has launched its NPS Prism offering in Australia, enabling Australian companies to gain insight in how their customer experience compares with global best practices in their industry.
16 July 2020
Learning from the customer intimacy of small businesses
As society becomes ever more digitised and individualised, creating unique and differentiated ‘customer experiences’ combined with a ‘personal connection’ is more important than ever.
30 April 2020
The customer experience imperative for trust in governments
In a new report, Boston Consulting Group (BCG) and Salesforce have established a “clear link” between the customer experience in government digital services and overall trust in the government.
19 April 2020
Storytelling tips for a better customer experience impact
Storytelling with data has been an integral part of society for thousands of years.
28 January 2020
Platform as-a-Service an opportunity for customer experience
In a complex world of digitalisation and mounting customer demands, Platform as-a-Service (PaaS) might prove to be much more effective than Software as-as-Service (SaaS), given the former’s ability t
15 January 2020
Wunderman Thompson helping MLA with consumer image
Meat and Livestock Australia (MLA) is looking to reinvent its profile and customer experience in the Australian market through a series of comprehensive operational changes.
30 October 2019
Companies with the best customer service in Australia
Which Australian companies provide their customers with the best customer service? A new study by KPMG surveyed more than 2,500 Australian consumers about their interactions with over 100 local and i
24 October 2019
The top six strategic priorities of Australia's leaders in 2019
Big Four firm KPMG recently polled over 220 of Australia’s C-suite leaders in the private and public sector to identify the top issues facing businesses in the nation.
13 December 2018
Less than a fifth of Australian marketers see brand as their most important objective
A strong brand creates a community, an emotional connection between company and customers.
19 July 2018
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