How much of customer experience is having the foresight to know what those individuals might like, versus asking them? In Episode 5 of this new podcast series, BrandHook MD, Pip Stocks, talks with Tammy Marshall about the importance of asking your customers questions, how consistency plays a role in engagement, but how the unexpected adds extra value.
Tammy Marshall is the founder of The B Hive, an innovation and change management consultancy that specialises in the hospitality and tourism sectors. The group launched in December 2016 and focuses on the business transformation required as the types of experiences customers expect ramps up.
With more than 25 years’ experience, she has led iconic brands and has a proven track record in establishing strategically aligned brands, cultures and operating models that put both the company’s customers and its people centre stage.
Distributed through CMO from IDG, this 11-part podcast series by BrandHook explores customer intimacy, what makes a great customer experience and which brands Australian leaders think are doing it well. It does this by asking leading brand makers 7 key questions about what makes excellent CX tick.
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M Abdullah Khan
Is AI on course to take over human creativity? - Modern creative - CMO Australia
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Pooja Gupta
Donut King takes in-store marketing to the next digital level
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M Abdullah Khan
What does the Oculus Rift launch mean for marketers?
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M Abdullah Khan
Making sense artificial intelligence - Food for thought - CMO Australia
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M Abdullah Khan
The ethical debate facing marketers around virtual reality - Data-driven marketing - CMO Australia