Customer Insights

Digital Marketing

​Tackling the customer feedback data minefield

A voice of the customer (VoC) program can be a powerful way marketers can collect customer feedback, mine that feedback for insights, and then incorporate those insights into business decisions - but what happens when there’s just too much data to manage?

CMO roundtable: Customer engagement and building the new marketing remit

The rise of connected, ever-more knowledgeable customers has changed the very nature of modern marketing. In our first New Zealand roundtable, CMO and our event sponsor, Microsoft, brought local marketers and digital leaders together to debate customer-centric marketing, the challenges in orchestrating customer-led change within organisations, and increasingly, how marketing is taking a leading role in product innovation.

Digital Marketing

How data is driving the customers of a lifetime for BaubleBar

Building repeat customers is a big challenge for every retailer, particularly given the ease of sourcing products digitally today. But thanks to a commitment to customer lifetime value, data smarts and some savvy digital marketing, it’s something US-based fashion jewellery retailer, BaubleBar, has firmly in its sights.

Digital Marketing

How Flight Centre is mapping out a new kind of customer journey

It’s the destination every brand wants to reach: Personalised customer engagement. And at Flight Centre, the ticket is booked and the trip well underway thanks to investments in customer journey mapping, marketing resources, content delivery and omni-channel retailing.

Digital Marketing

A new kind of solicitude: Co-creation with customers

Social media and digital have not only changed the way customers perceive brands, they’ve also changed the way brands perceive the input of their customers. Brad Howarth reports on the rise of co-creation and how it’s transforming innovation

Digital Marketing

SurveyMonkey looks to provide the 'why' in analytics

Australians sure do like to ask a lot of questions. Of all the countries where the US online survey tool, SurveyMonkey, is available, it turns out Australia has the highest per capita use.

Digital Marketing

Target breach notifications are a perfect example of what not to do

Hopefully your company will never be the victim of a massive data breach. If it is, though, and customer data is compromised, make sure you don't follow Target's lead when it comes to notifying customers. Target's customer notification efforts are wrong on almost every level.

Digital Marketing

Franken presses Ford on location data collection practices

A U.S. Senator Tuesday pressed Ford for information on its in-car data collection practices, citing recent boasts by a marketing executive at the automaker that it can monitor drivers via integrated navigation system.

Digital Marketing

Do we put a limit on our close social networks?

For leaders in the marketing industry, there’s no such thing as having too many friends in your social network. But a new study has shown that people inadvertently limit the number of close social contacts.


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Blog Posts

3 ways customer data can increase online sales conversion

Data has been an increasingly critical factor in improving the efficiency and effectiveness of marketing and business operations.

James Bennett

Chief experience officer, Kalido

Our sharing future is both terrifying and exciting

Discussing the future in a realistic fashion is often a disappointing prospect. For all the talk of hoverboards, jetpacks and lightsabers changing the way we do things, the reality tends to end up being something as mundane as a slightly cheaper way to get around the city.

Jason Dooris

CEO and founder, Atomic 212

Queue experiences that are distinctive, memorable and shareable

Customer service that’s quick, easy and convenient has been shown to boost customer satisfaction. So it’s an odd juxtaposition that customer queues have become a sharable customer experience.

Hi James, shouldn't marketers also be focusing on collecting and utilizing up to date first-party profiling data on customers so that mes...

Tom

3 ways customer data can increase online sales conversion

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Wouldn't reconnecting with younger consumers be in direct contravention of the code on alcohol advertising?

Tim Palmer

Vodka Cruiser reconnects with younger consumers via category-first Facebook Live campaign

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Thanks for the article Jennifer, you raise some interesting points. The supermarket and shopping centre examples particularly struck a c...

Jill Brennan

Why marketers should take note of social robots

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Winning the retail game is really tricky at this point in time. Many retailers have declared themselves as bankrupt. But yes harnessing t...

Vanessa.M.Magers

​Bricks and clicks: Balancing digital and physical to win the retail game

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Excellent article, Thank you.

Steve Beards

How Aprimo hopes to help marketers tackle distribution of content, funds and data

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