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.
In this day and age, every industry has their own platforms, which in turn, come ...
CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...
The increasing importance of data-driven digital marketing is putting huge pressure on enterprise infrastructure systems ...
In this latest episode of our Conversations over a Cuppa with CMO series, we catch up with Jane Power, who stepped into the director of marketing and transformation role at GenesisCare in April 2020.
Understanding the core principles of Behavioural Economics will give players in the travel industry a major competitive advantage when restrictions lift and travellers begin to book again. And there are a few insights in here for the rest of the marketing community, too.
Unicorns, the Sunken City of Atlantis, Zeus: They are very famous. So famous in fact, that we often think twice about whether they are real or not. Sometimes if we talk about something widely enough, and for long enough, even the strangest fiction can seem like fact. But ultimately it is still fiction - stories we make up and tell ourselves over and over until we believe.
At a time of uncertainty and economic hardship, customer retention takes on much greater importance. CX Lavender’s Linda O’Grady examines the big grey area between ‘all’ and ‘best’ customers when deciding who is worth fighting for and how.
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How to manage social media during Covid-19
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Pierce Fabreverg
Study: Gen Z are huge opportunity for brands
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Board games distributor partners with Deliveroo in business strategy pivot
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New campaign aims to build understanding around scope and impact of dyslexia
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Pierce Fabreverg
Does your brand need a personality review? - Brand vision - CMO Australia