Customer Insight

Digital Marketing

CMO interview: Building consumer credit and insight at Citi

As Aussies gain access to alternative payment services such as Afterpay, as well as strive to better manage debt, credit card applications have been declining. Put this together with the emergence of new digital-first banks locally, a Royal Commission, and an Open Banking regime allowing consumers to more easily share personal data with another financial services provider, and you’re looking at a perfect storm of disruption for established players such as Citi.

Leadership

​Report shows CMOs are not happy with customer retention

The majority of CMOs leading global brands say they are unsatisfied or very unsatisfied with customer retention rates, but aren’t doing enough to decrease churn and capture increased consumer wallet share, new research has found.

Social Media

​CMO interview: How Toby McKinnon helped transform BOQ’s brand strategy

The financial industry is under increasing pressure to create more engaging experiences that help attract and retain customers. For Bank of Queensland’s general marketing manager, Toby McKinnon, focusing on improving a bank’s brand and cultural approach can have some exciting customer outcomes.

Leadership

How CMOs can orchestrate a single customer experience

CMOs agree that when it comes to interacting with customers today, single-channel campaigning won’t cut the mustard. What isn’t as clear is how marketing leaders get their organisation to adopt and action an integrated customer approach.

Leadership

Why CMOs need to become change agents

CMOs must assume the role of change manager if they’re to steer their organisations through the transformed lifecycle of the B2B buyer, an Australian inbound marketing consultant claims.

Digital Marketing

Tech in marketing: Personalising email-based customer communication

When your sole customer touchpoint is an email address, it’s only natural your marketing strategy will rely heavily on digital marketing. So for Hoyts Kiosk, investing in a comprehensive and customised email marketing platform was not only a no-brainer, but a decision that has boosted customer acquisition and retention, and helped to drive rapid growth in the company.

Social Media

Getting a grasp on social CRM

The marketing community has been having so much fun with the term social CRM it's hard to know exactly what it means.

Social Media

CIOs, CMOs team up to boost customer experience

Customer engagement is about creating an emotional connection. Whether it's a clever tag line like "Let's Gap Together" or images of alluring models, the idea is to create a rapport and convert it into business transactions.

Featured Whitepapers

State of the CMO 2020

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

State of the CMO 2019

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

More whitepapers

Latest Videos

Conversations over a cuppa with CMO: Microsoft's Pip Arthur

​In this latest episode of our conversations over a cuppa with CMO, we catch up with the delightful Pip Arthur, Microsoft Australia's chief marketing officer and communications director, to talk about thinking differently, delivering on B2B connection in the crisis, brand purpose and marketing transformation.

More Videos

The versatility of Live Chat is really what surprises me. I’ve seen it being used not only for customer support, but also as a tool to in...

Drishti Shah

Why Bupa tapped WhatsApp for new customer messaging channel

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Hi This is George, Thanks for sharing this nice information about foodpanda blockchain. During this pandemic situation food delivery indu...

George David

foodpanda launches blockchain-based out-of-home advertising campaign

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Did anyone proofread this document before it was published?

Beau Ushay

CMO Momentum 2020: How to embrace agile marketing

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An honest and hardworking conveyancer doesn't need a marketing strategy. His past clients will spread the word for him. These days the ho...

Bagen Andrea

What this millennial marketer is doing to shake up conveyancing

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Love the post. It is so insightful for companies getting stuck in their habits and missing out on the role innovation can have on revenue...

Alessia Del Genio

How Lego built its culture of innovation, brick by brick

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Blog Posts

Innovate or die

It’s hard to know if famed management and marketing guru, Peter Drucker, coined this phrase for dramatic effect. My belief is he was emphasising the notion that few products and markets are static and few organisations can survive without innovation.

Michael Valos

Senior Lecturer, Department of Marketing, Deakin University

Commissioning personas that get used

How to avoid the bottom drawer, and how to get value from the work you’ve paid for

Melanie Wiese

Chief strategy officer, Wunderman Thompson

Why It’s Going To Be A Bumper Holiday Season Despite the Pandemic

Behavioural science expert Dan Monheit, co-founder and strategy director of creative agency, Hardhat, writes that marketing chiefs should hold their nerve, as they have reason to be optimistic

Dan Monheit

Co-founder, Hardhat

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