Category: Blog

How do you teach your board about their ethical obligations?  Just get them face to face with your customers.

How do you teach your board about their ethical obligations? Just get them face to face with your customers.

As we continue to hear about customer failures from the Banking Royal Commission, those of...
To say or not to say. That is the question.

To say or not to say. That is the question.

I am really outspoken. I always have been. I almost can’t help myself. Before my...
The foreverness of grief and a passion for fairness

The foreverness of grief and a passion for fairness

I come from large family.  Mum and dad had six kids, I am the youngest. ...
Entrepreneurial consumers

Entrepreneurial consumers

Understanding the needs and wants of the ‘Entrepreneurial Consumer’ will help businesses to innovate and...
Operationalising customer intimacy is key to a consistent brand experience – but much harder than you think

Operationalising customer intimacy is key to a consistent brand experience – but much harder than you think

Most people I talk to say powerful CX starts with a customer-centric CEO, a supportive...
Beyond big data: get intimate with your customers

Beyond big data: get intimate with your customers

For years now we’ve heard that big data equals power. Cross-industry surveys suggest that brands...