Social purpose: Oxygen for your brand health vitals
If trust is the new currency, then we’re in deep trouble. Here's why.
Former Best & Less CEO and Telstra marketer adds another non-executive directorship string to her bow
Former Best and Less CEO and marketer, Holly Kramer, has added a non-executive directorship at Woolworths to her growing suite of board positions.
Kramer will join the supermarket giant’s board in the first-half of next year. She is also currently serving as a non-executive director of Nine Entertainment Corporation, Australia Post and AMP Limited.
Kramer is best known for her work as CEO of apparel retailer, Best & Less, where she led a transformation of the business and helped return it to profitability. She was previously a group general manager at Pacific Brands, and also held several roles at Telstra including CMO and group MD of product development.
Her appointment at Woolworths comes amid a tumultuous time for the supermarket group, as it seeks to reposition itself against an even-more competitive market. In May, the group detailed a three-year strategy to turnaround the business, focusing on data utilisation, product innovation, better customer service and value as key pillars for future growth.
Last month, Woolworths’ decision to drop Qantas Frequent Flyer points from its new-look customer loyalty program raised the ire of several shoppers, who took to social media to make clear their disappointment about the decision.
According to Woolworths’ financial report for first quarter sales to 4 October 2015, the group experienced a 2.5 per cent dip in total sales to $15.7bn, and saw a 0.4 per cent rise in Australia food and liquor sales to $11.06bn over the same period.
In a statement, Woolworths CEO, Grant O’Brien, noted the FY16 would bear the impact of significant investments made into price, service and customer experience, resulting in lower margins.
“We are encouraged that our investment Is being recognised by customers with a consistent improvement in key customer metrics like Net promoter Score since the beginning of this year,” he added in the statement.
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If trust is the new currency, then we’re in deep trouble. Here's why.
Over the past decade, disruptors such as Amazon, Apple and Australia’s Atlassian have delivered technology enhanced customer experiences, which for the most part, have improved customers’ lives and delivered unparalleled growth. Can they do the same for healthcare?
Some commentators estimate that by 2020, 85 per cent of buyer-seller interactions will happen online through social media and video*. That’s only two years away, and pertinent for any marketer.
In this bonus last episode of this new podcast series, BrandHook MD, Pip Stocks, talks with former ANZ group general manager of marketing, Louise Eyres, talks about the importance of thinking like a customer and using intuition to solve customer painpoints.
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