Strategy News, Features, and Interviews

Vogue Australia has taken the wrappers off what it’s claiming is a category-first loyalty program providing members with a host of personalised discounts, exclusive offers and access.

More than 770,000 Telstra customers have signed up to the telco’s revamped customer loyalty program since its launch in April.

​Brand purpose has to be authentic and not be too far removed from your business proposition for it to resonate and be successful.

It’s been 12 months since the University of Canberra confirmed a new digital partner and began rolling out Adobe’s Experience Cloud platform, and two months since it debuted its new-look current student portal.

Parent company for retail power tool brands including Milwaukee, Vax, Ryobi and AEG, TTi, realised it needed to develop a single view of customer to meet the rising tide of customer expectations in the era of disruptors.

​Research has found organisations with close alignment to the values of their customers (CX), workforce (WX) and partners (PX), and create human experiences (HX), grow faster and build stronger brand loyalty.

Adopting a freshly minted document and data extraction technology is enabling MYOB to tackle a whopping big customer pain point while improving SMB tax time compliance, its product chief says.

Local ​retailers​ are not keeping up with ​consumer expectations​, costing the Australian economy billions in abandoned sales.

Amazon Prime, the behemoth of paid customer loyalty programs, counts some 100 million members in its ranks, and it’s growing.

​The latest iteration of Yarra Trams’ safety campaign launched recently with a new theme ‘Wherever you’re from, this is how we tram’ which targets people visiting Melbourne from out of town or overseas with safety messages.

Customer strategy consultancy, Ellipsis, has taken the wrappers off a new company aimed at bridging the gap between Aussie brands looking to solve known customer pain points, with emerging CX solutions globally.

While consumer adoption of voice technology in Australia is booming, brands are lagging behind incorporating voice into their marketing strategies, seeing it as more of a novelty than as a viable branding tool. However, it is the brands that get on the front foot of voice which will have an advantage as the technology matures, experts say.

It’s not often a digital experience leader tells you he wishes staff could be more like Io, the Jupiter moon transforming itself completely every 12 months. But it’s an apt analogy for the way all of us need to strive to be more adaptive and evolutionary in our approach to customer experience design.

Amid talk of a retail recession in Australia, there is a real opportunity for savvy brands to meet and exceed customer expectations to create a retail renaissance.

Customer participation in loyalty programs is falling, with 47 per cent of members reporting they have actively used their card or number when making a purchase in the last 12 months.

CX is not the same as customer service, nor is it another name for user experience, CRM, technology or digital transformation, according to Gartner VP distinguished analyst, Don Scheibenreif.

Qantas will offer more than 1 million extra rewards seats, a new lifetime qualification and tiered Points Club for non-flying spenders as part of a $25 million investment into its Frequent Flyer loyalty program.

Inspirato has taken the experience economy and literally built a business from it.

There's no doubt personalisation improves the customer experience. But it requires foregoing some degree of privacy, which people are more likely to do this if they have trust in the business and see the value in why they're sharing personal information.

​Sunsuper was born in the late 80s in an era when the government was moving towards compulsory superannuation for all Australians as a key pillar in supporting their retirement. Superannuation started as a simple idea that people paid forward their retirement on a regular basis for their working life without relying on a government funded pension.

The top customer experience-focused organisations globally are the ones who recognise they’re the problem, can act boldly, and are even willing to reduce their product lines to make things easier for customers.