Strategy News, Features, and Interviews

It’s a situation many brand marketers want to get to: A healthy and highly engaged customer loyalty program delivering potentially millions in sales and value to business and customers alike. And for iced bubble tea franchise outlet, Chatime, efforts to deliver just that will not only help build long-term brand equity, but provide some tools to help cope with the current COVID-19 crisis.

For a new streaming service in a competitive environment, Kayo has gone from 25 per cent prompted awareness to 80 per cent in just 12 months – something it puts down to the Aussie love of sport, plus some exceptional marketing by the Kayo team.

Enterprise, consumer brands remain at the forefront of customer journey orchestration adoption and journey innovation according to a new study.

In an interesting session at Salesforce’s World Tour event in Sydney, not for profits got together to discuss how customer experience is vital and why they are using technology to put people first.

​There is a massive opportunity for brands to engender even more consumer loyalty, as the true potential of data and the harnessing of technologies like customer data platforms (CDPs) and artificial intelligence (AI) become apparent in the coming years.

“I think in the last five years, we've gone from being able to use some information about an individual to being able to effectively monetise and deliver the exact right message to the exact right person at the exact right time through the martech stack.”

Edtech startup, Cluey Learning, kicked off 2020 with a brand refresh, new website and a new campaign, 2020 Vision, exploring the future of education and new research and expert predictions for the decade ahead.

Like any brand today, the constant re-upping of customer experience (CX) is vital to succeed in hospitality. And as StayWell expands into a new luxury category with its Prince Akatoki brand, it is hoping its CX will do just that.

TerryWhite Chemmart has taken a customer-first approach and has improved its customer satisfaction ratings as a result.

Nine out of 10 CEOs agree: Mastering the customer agenda is the primary challenge their organisations face now and into the future. Yet when it comes to actually orchestrating the people, process and technological changes necessary to ensuring an organisation delivers and exceeds modern customer expectations, many are struggling to truly break ground.

If there’s one lesson Luxury Escape’s chief customer officer, Jason Shugg, has learnt through the process of overhauling marketing, sales and service technology, it’s the importance of communication.

The Coffee Club was facing a situation many brands find themselves in today: Meeting rising customer expectations along with the need to harmonise its customer insights.​

As organisations look to compete on customer experience, it’s to be expected the people, processes and technologies supporting all touchpoints within their customers’ journeys operate more in harmony. And arguably, there are no two more important teams in this picture than marketing and customer service.

Leaders in customer experience (CX) gathered at the Oracle Modern Cloud event this week to discuss customer journeys, good CX, and how best to achieve it.

Southwest Airlines has edged a step closer to a 360-degree view of the customer while also lifting employee engagement after deploying a new platform to improve customer service management.

Salesforce has debuted a new open cloud data initiative, fresh connectors for data integration across disparate systems to create a single source of truth, and single customer identification across its product ecosystem in a bid to bring the Customer 360 vision to life.

Building a universally informed, data-driven system incorporating granular insight on end-consumer demand as well as the supply chain is key to FritoLay as it works to meet the changing snacking needs of consumers.

Sure, marketers have heard of customer experience (CX) and how important it is to differentiate a brand. But few know how to effectively implement it, or even where to start.

When it comes to winning the approval of customers, handing out money can be an effective strategy – although perhaps not a sustainable one.

Foxtel has debuted a new tenure-based customer loyalty program aimed at better rewarding customers for staying longer with the TV streaming provider.

Three of Australia’s most dynamic brands sat down to discuss customer experience (CX) and why it is so vital at Twilio’s Engage event in Sydney this week.