Post-purchase help and communications, plus a sense of belonging to a community, are vital factors influencing loyalty across Australian consumers. Yet these elements continue to be a let down for many of us when engaging with brands, a new survey has found.
An investigation of Australia’s bathroom cabinets is likely to reveal an assort of expired and neglected skincare products, used only a few times and then consigned to posterity as expensive follies, never to be purchased again. This, however, was not a fate general practitioner, Dr Ginni Mansberg, and her husband, Daniel Rubinstein, were prepared to accept when they launched their cosmetics brand, Evidence Skincare (ESK).
A fresh brand identity, overhaul of social media tone of voice and a digital profile strategy are key ways the Australian Red Cross is hoping to connect to more diverse audiences and changing perceptions of charity.
There isn’t a business in Australia that hasn’t experienced some form of transformation as digital connectivity pervades every aspect of our products, services and experiences as consumers and businesses. Australia’s largest telecoms provider, Telstra, however, is arguably on one of the most ambitious programs of work right now.
BT recently launched a 24/7 online virtual assistant ‘Blue’, which supports advisers and their clients seeking immediate responses to common questions, step-by-step guides and connecting people to one of our specialised support teams. The chatbot is learning ‘on the job’ and in a single week has helped over 900 people and responded to more than 2000 queries for the financial services company.
Trip Advisor has launched a new subscription offering, Tripadvisor Plus, aimed at travellers who want to get access to discounts, personalised service, upgrades and other benefits for an annual membership fee of US$99. Like Amazon Prime and eBay Plus, the travel booking platform wants to appeal to customers willing to pay a premium for insider discounts and perks.
CMO and CIO are delighted to confirm our annual flagship CMO-CIO Executive Connections event returns in 2021 as in-person event in Sydney + live virtually streamed event!
Bendigo and Adelaide Bank has highlighted a 4.3 per cent rise in customer numbers and an industry-leading Net Promoter Score in its half-yearly financial results reported today.
Always-on, ‘phygital’ event models are set to become the norm as brands learn from the experiences of 2020 and re-evaluate their approach to client engagement long-term, Infosys VP global marketing, Navin Rammohan, claims.
Telstra will take back full ownership of all of its Australian retail store network as part of efforts to improve its omnichannel customer game.
A willingness to move away from doing business the way you’re used to, along with passionate commitment across leadership, are vital for brands looking to striking successful external partnerships, Uber’s head of marketing says.
The circular economy is expected to be worth $4.5 trillion by 2030, according to the World Business Council for Sustainable Development. Transforming the old ‘take, make and waste’ cycle with one that is structured around re-use, recycle and re-design will provide a host of new challenges and opportunities.
Want to find partnerships that can build your brand strategically and commercially? Then try making a movie of your customer’s day-day-life to identify patterns of behaviour and touchpoints and you might just find some hefty clues.
One of the clear trends to emerge during 2020 was brands striking external partnerships. And if Deloitte’s recent Marketing Trends 2021 report is to go by, such partnership aspirations remain firmly in the spotlight this year as a way to drive growth, meet changing customer needs, lift cultural credentials and drive innovation.
Empired recently launched a new digital experience platform as well as a refreshed brand identity, reflecting the evolving nature of the business.
Future proofing by making the big transition from physical to digital proposition and engagement has seen Australia lifestyle offer business, Entertainment, embark on simultaneous digital and brand transformation.
This past year upended how people work, are entertained, consume and transact. Yet most of these trends aren’t being disrupted, they are accelerating in a direction already anticipated pre-COVID-19.
As the new year dawns, marketers need an updated playbook to connect with consumers is the new and changing landscape. In this CES panel, three marketing chiefs share their advice and predictions on making sense of the new normal.
Pivoting marketing and customer efforts to cope with the COVID-19 pandemic clearly took centre stage this year, as this year’s CMO list of most read stories in 2020 shows.
In 2021, brands will need to go further than ever with CX to attract and retain customers and incentivise loyalty. Coming to grips with the newly digital consumer while also finding purpose and empathy to connect with those consumers looking for authentic brands are just some of the challenges. Finding the tools to bridge offline and online will create new challenges, while rising demands for privacy willneed to be balance against the benefits of personalisation.
One of the interesting things to come out of this year’s unprecedented market conditions was a rethink around external partnerships and collaborations by local and global brands. Here, we highlight a few of the more unusual, unlikely pairings we saw during 2020 and why they were explored by the brands engaging in them.