Customer Satisfaction

Measurement & Analytics

DBM: The true meaning of Net Promoter Score

Businesses achieving high Net Promoter Scores (NPS) are invariably gratified by this single number. But arguably, there has been some blind trust as to how significant this figure is on the bottom line.

Customer Experience Management

Why winning brands tumble with their customers

Australians want to hear from brands that have an impact on our immediate concerns during the coronavirus, according to the GrowthOps COVID-19 survey, which took a daily pulse check on how the coronavirus was affecting Australians’ feelings and behaviour. And brands that can show they care will stand out and this, in turn, will help them build brand equity.

Strategy

Sunsuper and its customer to core strategy

​Sunsuper was born in the late 80s in an era when the government was moving towards compulsory superannuation for all Australians as a key pillar in supporting their retirement. Superannuation started as a simple idea that people paid forward their retirement on a regular basis for their working life without relying on a government funded pension.

Measurement & Analytics

Gartner: What it takes to measure customer experience

​Measuring CX is vital, but difficult, to do, according to Gartner, as there are hundreds of metrics to choose from and various levels within an organisation to which they should be applied.

Measurement & Analytics

Choosing the right CX metric

With so many organisations now focused on improving the experience they provide to customers, it’s not surprising to see multiple methods have emerged for measuring the quality of that experience.

Leadership

Report: Brands embracing tech have happier customers

World-leading brands that maintain the highest level of customer experience satisfaction are more than twice as likely than others to employ comprehensive, leading-edge technology solutions, a new global study found.

Customer Experience Management

The top customer experience metrics that help you gauge engagement success

Customer experience and a customer-centric approach remains top of the agenda for most marketing leaders. But according to recent research from Forrester, only a third of Australian brands added or improved on their CX measurement in the past year. So just what does it take to measure your customer experience efforts successfully?

Featured Whitepapers

State of the CMO 2021

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

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Latest Videos

Launch marketing council Episode 5: Retailer and supplier

In our fifth and final episode, we delve into the relationship between retailer and supplier and how it drives and influences launch marketing strategies and success. To do that, we’re joined by Campbell Davies, group general manager of Associated Retailers Limited, and Kristin Viccars, marketing director A/NZ, Apex Tool Group. Also featured are Five by Five Global managing director, Matt Lawton, and CMO’s Nadia Cameron.

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Great read. I agree that it should be a perfect balance between interacting with your customers and knowing your brand. As a business, yo...

Caroline Scott

7 ways CMOs can improve their customer engagement game

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Very true. Team development helps improve collaboration among the team members. I was able to improve my team's collaboration skills by t...

Quent Sinder

Why empowering others can help make you a great leader

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CRM is a very good software that can help you succeed in your business. In my company, this system has allowed me to improve customer rel...

Anna Janicka

Sensis rebrands to Thryv and brings business software to Australian SMBs

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AI Leasing Assistants have finally arrived for the multifamily industry. With so many to choose from it can be hard to figure out which i...

Alice Labs Pte. Ltd.

CMO's top 8 martech stories for the week - 6 May 2021

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Nowadays, when everything is being done online, it is good to know that someone is trying to make an improvement. As a company, you are o...

Marcus

10 lessons Telstra has learnt through its T22 transformation

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Blog Posts

Why if marketing is all you do, you’ll never be very good at it

OK, so you’re probably thinking: “Here comes another article to badger me about living in my bubble.” And also, “I bet this bubble-bashing piece will go on to explain how I can achieve better results through some heady dose of new life experiences, new routines and annoyingly different opinions on social media.”

Dane Smith and Toby Harrison

Ogilvy Australia

A leader’s role in rebuilding a culture of confidence

Every day, there are new predictions and studies on the future of work, the state of the economy and the unfolding global pandemic. All of which creates uncertainty and heightens the imperative of effective leadership.

Michelle Gibbings

Workplace expert, author

Confused About Your Customers?​

​I've worked in brand and marketing for more than 20 years. But there’s one area where I’ve found myself going around in circles and I must admit I'm becoming increasingly confused.

Rich Curtis

CEO, FutureBrand A/NZ

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