Every business has a typical story. There is a business idea or gap in the marketplace. A product or service is built to address this problem. This could be as simple as working out that there is [...]
Over the last five years, I have been visiting the business faculty at the University of Queensland to give guest lectures on marketing. My lectures mostly focus on how to overcome the challenges faced by marketers in today’s [...]
Last year, when the University of Auckland started an initiative to publish a book on the changing face of customer engagement, I was extremely excited to be invited as one of contributing authors. The editors were looking for [...]
NPS has rapidly gained popularity for a number of reasons. One of its appeals is the shorter length of surveys. But how short is too short? The purists say that NPS only requires 2 questions: 1. How likely [...]
The Commonwealth Banks recent variable rate increase that was almost double the Reserve Bank’s official increase with the ensuing media coverage, political scrutiny and obvious brand damage made me ponder. Why does this happen? Add to this the [...]
We wanted to find out for ourselves the importance customer loyalty and WOM has, specific to Australia. By doing this we could find out how Australian brands performed relative to their domestic competitors and to their American counterparts. [...]
When I was first invited to do a guest lecture at the University of Queensland Supply Chain Corporate Education Course. I was a bit perplexed. I normally lecture on customer experience, consumer behaviour, importance of WOM, strategic marketing, [...]
On my last business trip to India I had the pleasure of staying at the Orange County Resort in Coorg outside, Bangalore in India. The Orange County experience is one that I will never forget as it was [...]
The response to the current economic crisis in Australia is a bit bipolar. On the one hand: A fast food chain had a value meal with a burger, fries, drink AND an ice cream sundae for just $4.99 [...]
A few weeks ago we dined at the 'Garuva Hidden Tranquillity Restaurant' at the Valley in Brisbane. It was recommended to us by a friend. They did not tell us a lot except that we would find it [...]
