Many brands set store by levels of customers’ trust but cracks are appearing in the value of measuring it. That's the view of Fifth Dimension CEO, Lyndall Spooner, whose research consultancy is trying to dissuade clients from using trust scores.
Measurement & Analytics
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.
Strategy
Cash Converters is aiming to perform a hat trick: Focus better on customers, enhance digital capabilities across sales and marketing, and beef up brand awareness.
Measurement & Analytics
Technology and data are transforming customer service support in unprecedented ways, making the pursuit of it a strategic priority for CMOs. In our latest Food for Thought series we asked leading marketers: What ways are technology and data transforming customer service and support?
Leadership
To amalgamate three brands into one, while simultaneously streamlining costs and improving profitability and customer satisfaction and brand recognition, is no mean feat.
Measurement & Analytics
Voice of customer (VOC) programs are becoming increasingly popular with marketers, but there are some general do’s and don’ts to follow if they're going to succeed.
Leadership
CBA has delivered a $4.8 billion half year profit, despite the financial giant being plagued with scandals that have seen it become the subject of a royal commission, and forced to pay millions in ASIC fines and customer refunds.
Customer Experience Management
If you’re just going to sit in your functional silo and do more of what you’ve always done, then you’re not going to go far as a customer experience leader.
Leadership
The man responsible for operationalising customer advocacy as a company-wide initiative at Telstra is retiring.
Leadership
Top-performing companies today are the ones that have moved from perceiving customer experience as a metric, to treating it as a management system, according to one of Bain and Company’s Asia-Pacific customer practice leaders.
Leadership
Telstra will announce a new chief marketer in four to six weeks, Telstra CEO David Thodey said this morning.
CMO’s State of the CMO is an annual industry research initiative aimed at gauging how ...
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.
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.”
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.
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.
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
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
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
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
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