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 [...]
