Customer Satisfaction

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 2019

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

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Blog Posts

How service heterogeneity is impacting engagement

Marketers have long known the importance of standardising products to assure quality and consistency. For services, however, standardisation is much more complex.

Dr Chris Baumann

Associate professor, Macquarie University

Kindness matters in business: why the nice guys finish first

A recent 1000-page Royal Commission report on misconduct in Australia’s financial sector revealed hair-raising stories of excessive commissions, rampant mis-selling and charges levied on the dead. So how do you stop a bank from misleading its customers?

Nick Liddell

Director of Consulting, The Clearing

Myer vs. David Jones: Do cyborgs win?

As two of Australia’s stalwart brands in Myer and David Jones continue their respective journeys through troubled waters, it heralds yet another sign of the shifting business environment and shift towards an experience economy.

Tom Uhlhorn

Founder and strategy director, Tiny CX

nice article

meripadhai

5 things marketers need to do to get better in buy in when presenting

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International business is closely related to marketing or marketing activities carried out by the company. According to Gitman and McDani...

Eko Prasetyo Utomo X

Salesforce: The age of the marketing campaign is over

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Back in 1968 Holden began an appeal to customers who have an interest in competition. It did this with the introduction of the HK GTS 32...

Ben Tate

Marketing professor: For Holden, brand nostalgia ain’t what it used to be

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Yes Machinery

Image intelligence:10 must-see infographics for marketers

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digitech Classes

Lumen CMO strives to make the brand synonymous with anti-ageism

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