Stories by Brad Howarth

Leadership

Jobs to be done: How to put customers at the heart of decision making

For many brands today, the desire to become more customer-centric has led to the realisation that existing operational processes or a product-centric model simply aren’t going to cut it. As a result, the hunt is on for new frameworks that truly place the needs of the customer at the heart of decision-making.

Digital Marketing

How Harris Farm Markets is getting to a single view of customers

When you are taking on the giants in an industry, it pays to treat every customer like royalty. That starts with getting to know them better. But for fresh food retailer, Harris Farm Markets, the desire for better customer management was hampered by customer interactions that were fragmented across a number of channels.

Leadership

Mohanbir Sawhney: Why marketers are still struggling to adopt Agile

Much has been written about the emergence of Agile processes in marketing. But while interest in Agile is strong for many marketers, according to noted marketing authority, Professor Mohanbir Sawhney, efforts are being hampered by decades of ingrained processes.

Digital Marketing

Sensis overhauls NPS framework

The emergence of customer experience as a key measure of organisational performance has seen Net Promoter Score (NPS) become the preferred tool to measure that experience.

Digital Marketing

Getting email marketing back on track: Identity Direct's story

While there have been many predictions of email’s imminent demise, the communications platform remains a mainstay for marketers across most brands. But in January 2014, it became apparent that something was very wrong with the return Identity Direct was getting from its email marketing efforts.

Digital Marketing

How to make customers make a product switch more swiftly

​Switching healthcare and financial service providers are not activities that most people would undertake every day, so for companies whose business is it is help consumers make the switch, it is critical to ensure they do everything to enable consumers to seamlessly complete their transaction.

Digital Marketing

Navigating the future of omni-channel retailing

When ecommerce burst across the Internet in the late 1990s, it was natural to see it as something new and different. Traditional retailers regarded pure-play online competitors as alien invaders, and those who set up a clicks-and-mortar model often did so using separate divisions with unique tools and processes.

Digital Marketing

How Australia Post is using digital insight to get to know its customers

It can be hard to build a relationship with someone whose name you don’t know. Turning anonymous transactions into relationships is a challenge that’s also confronted Australia Post, which each day provides services to tens of thousands of anonymous walk-in customers. Anonymous transactions deliver revenue, but they reveal nothing about the demographics, motivations or past histories of those making them.

Digital Marketing

How Citrix is driving customer conversions with a new startup technology

For as long as companies have been selling online, they have struggled to match the offline world’s ability to have someone stand alongside the buyer to walk them through a product’s features and benefits. US-based collaboration software maker, Citrix, believes it has found the next best thing, thanks to technology from startup company, WalkMe.

Digital Marketing

How to choose a customer experience management platform

The growing desire among brands to improve customer experience has created a massive opportunity for technology suppliers to provide tools that help them build and deliver that experience. But as with many fast-growing segments of the marketing technology stack, confusion remains regarding exactly what a customer experience management (CEM) platform should do.

Featured Whitepapers

State of the CMO 2019

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

More whitepapers

Latest Videos

More Videos

Well done, team at Larsen. Fantastic story of how to continually invest in customer experience.

Adam Frank

A designer jewellery brand's take on customer relations

Read more

Great piece Katja. It will be fascinating to see how the shift in people's perception of value will affect design, products and services ...

Paul Scott

How to design for a speculative future - Customer Design - CMO Australia

Read more

Google collects as much data as it can about you. It would be foolish to believe Google cares about your privacy. I did cut off Google fr...

Phil Davis

ACCC launches fresh legal challenge against Google's consumer data practices for advertising

Read more

“This new logo has been noticed and it replaces a logo no one really knew existed so I’d say it’s abided by the ‘rule’ of brand equity - ...

Lawrence

Brand Australia misses the mark

Read more

IMHO a logo that needs to be explained really doesn't achieve it's purpose.I admit coming to the debate a little late, but has anyone els...

JV_at_lAttitude_in_Cairns

Brand Australia misses the mark

Read more

Blog Posts

Why marketing technology utilisation is taking on new urgency

Disparate data sources, fragmented technology and a lack of funding has left many brands struggling in the battle for online customer attention amid a global pandemic. Now more than ever, brands need to focus on unlocking the value of their marketing technology.

Suzanne Croxford

Marketing technology partner, Wunderman Thompson Australia

How to design for a speculative future

For a while now, I have been following a fabulous design strategy and research colleague, Tatiana Toutikian, a speculative designer. This is someone specialising in calling out near future phenomena, what the various aspects of our future will be, and how the design we create will support it.

Katja Forbes

Managing director of Designit, Australia and New Zealand

The obvious reason Covidsafe failed to get majority takeup

Online identity is a hot topic as more consumers are waking up to how their data is being used. So what does the marketing industry need to do to avoid a complete loss of public trust, in instances such as the COVID-19 tracing app?

Dan Richardson

Head of data, Verizon Media

Sign in