In Episode 11 of this new podcast series, BrandHook MD, Pip Stocks, talks with Australia Post chief innovation officer and former CMO, Greg Sutherland, about how brand reputation today is built on what customers say, how addressing a bad experience successfully can transform customer relationships, and what AusPost is doing to innovate customer interactions.
As an innovation leader and member of the executive committee, Greg is responsible for culture development, services and investments enabling innovation. This includes incubating and investing in new businesses that support our future in ecommerce delivery and services as well the platforms that can enable everyone to be included.
Greg joined Australia Post in August 2013 as Chief Marketing Officer, responsible for marketing and customer experience including mobile, online and customer service channels, to help drive Australia Post’s digital transformation and create new and contemporary experiences.
Prior to this, he held senior group roles at NAB responsible for strategy, brand, marketing, corporate affairs and innovation. During this time, he led a range of high profile initiatives including the brand re-launch from National to NAB, as well as the creation and launch of NAB’s online-only banking subsidiary, UBank.
Prior to joining NAB, Greg was a partner and director at Boston Consulting Group which included leading the Asia-Pacific ecommerce practice.
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.
CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...
Big brands were once protected from small brands by high barriers to entry. Big brands had the resources to employ big agencies, to crack big ideas and to invest in big campaigns. They had the luxury of time to debate strategies and work on long-term innovation pipelines. Retailers used to partner with big brands.
According to the World Economic Forum in its most recent The Future of Jobs report, the most important skills for the future are not technical, task-oriented skills, but higher-order skills such as creativity, social influence, active learning, and analytical thinking.
Businesses continue to highly value the attention they buy through paid media, yet at the same time, many continue to disregard and under-value opportunities to connect with customers using their owned media.
In this bonus last episode of this new podcast series, BrandHook MD, Pip Stocks, talks with former ANZ group general manager of marketing, Louise Eyres, talks about the importance of thinking like a customer and using intuition to solve customer painpoints.
Well written Vanessa!! Agreed with your view that human experience is marketing's next frontier. Those businesses who are focused on the ...
Clyde Griffith
Forget customer experience, human experience is marketing's next frontier
Great tips for tops skills need to develop and stay competitive
Nick
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The popularity of loyalty programs is diminishing, though I'd say it is because customers are savvy enough to recognise when a loyalty pr...
Heather
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Thanks Nadia for sharing this blog. It has really useful and amazing information about Salesforce Commerce Cloud and digital engagement w...
Holly Smith
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clearly someone who's jealous and only comments from the safety of being behind their keyboard
Peter Sibson
The purpose of purpose - Brand science - CMO Australia