Net Promoter Score

Measurement & Analytics

NRMA: Getting smarter about the voice of customer

​For a company that receives over 200,000 customer responses each year, implementing a voice of customer (VoC) platform can seem more than a little daunting. Add in some 25 different trackers (most companies have two), and the program can become downright unmanageable.

Digital Marketing

How PEXA transformed its member relationships and lifted its key MX metrics

PEXA’s mission was a humble one: transform a 150-year-old legal process for property exchanges, enabling them to be completed securely and remotely. The company did this by taking a system entrenched in manual, paper transactions, digitising it and putting it online. Yet this wasn't enough, and PEXA went further by adopting Medallia, a best-of-breed application, to transform its member feedback systems.

CMO50 2018 #26-50: Jane Power

No matter how busy you get as a CMO, it’s vital you stay tuned into raw insights on your customers by spending time listening to calls, and getting on the front line, Bupa’s chief marketing and customer officer, Jane Power, advises.

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.

Digital Marketing

Telstra reports strong financials, NPS lift

​A lift in episodic as well as strategic Net Promoter Scores (NPS) is proof Telstra is acting on its number one objectives of putting customers first, CEO, Andy Penn, claims.

Digital Marketing

nib ups the ante on CX program with new technology rollout

Insurance giant nib announced a new partnership with software company MaritzCX to launch a multi-brand customer experience program to help refine and scale the company’s voice of the customer strategy as part of its wider customer-centric vision across Australia and New Zealand.

Digital Marketing

How Telstra is applying data analytics to customer experience

Building a clear action plan around customer analytics, along with cross-function collaboration, have been vital in making Telstra’s customer engagement efforts a success, according to its director of research, insights and analytics, Liz Moore.

Leadership

How NPS has helped NIB keep customers

Customer experience for NIB was a verb, not a noun, until the organisation launched a transformation program and voice-of-customer strategy using Net Promoter Score (NPS).

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

Non-linear transformation: The internal struggle

Let’s face it, transformation is messy. Every business is different, with a set of specific challenges based on a mixture of external (the market, competitors, regulation) and internal factors (technology, people and process investments over time).

Neil Kelly

Partner, transformation, Wunderman Thompson

7 ways to champion a human centred design culture

Human Centred Design (HCD) has come a long way in the last decade with many forward-thinking organisations now asking for HCD teams on their projects. It’s increasingly seen as essential to unlocking innovation, driving superior customer experiences and reducing delivery risk.

Shane Burford

Head of research and design, RXP Group

Building a human-curated brand

If the FANG (Facebook, Amazon, Netflix, Google) sector and their measured worth are the final argument for the successful 21st Century model, then they are beyond reproach. Fine-tuning masses of algorithms to reduce human touchpoints and deliver wild returns to investors—all with workforces infinitesimally small compared to the giants of the 20th Century—has been proven out.

Will Smith

Co-founder and head of new markets, The Plum Guide

Hi Jennifer,Fascinating read about design-led companies!If you would like to learn more, our Design Thinking and Innovation programme mig...

Andrea Foster

How to spot a ‘design-led’ versus ‘design-fed’ company

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ABC web-site not easy to use/navigate. Even getting this far in sign-on to ABC My Space was problematic - it was asking for my password,...

Vee.

How the ABC used an online community to help build a movement

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Thank you for your feedback, Astha! Always appreciated.

Vanessa Skye Mitchell

5 things marketers should know about data privacy in 2020

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Hey Vanessa, thanks for providing us the things marketers should know about data privacy. This was really an informative post.

astha sharma

5 things marketers should know about data privacy in 2020

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Well, that's good to know that. Any other news you want to share here? I can't wait to see more.

Phil Godfrey

Queensland appoints first chief customer and digital officer

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