It was only a matter of time before customer experience appeared on the agenda of Chief Marketing Officers. In a highly competitive and commoditised marketplace brands are finding it increasingly …
What A Fizzer – Coke’s Personalisation Campaign Gets Hijacked
Coca-Cola is a pioneer in leveraging the immense power of shareable, consumer-generated content. So the realisation that their personalisation campaign, ‘#GIFtheFeeling’ was hijacked by more than a few rebellious detractors …
Closing the Customer Experience Gap
Most Australian’s use a smart phone now, in fact 78% of us do, and reflecting on our own habits the device is very much part of our everyday lives – …
Is your Brand Leveraging the Power of the Crowd?
One of the biggest challenges marketers face in today’s highly competitive and disruptive market is providing engaging experiences that forge strong customer connection and foster advocacy. Our customers today are …
Customer Experience – The New Black in Value Creation
Customer experience translates into the continual relationship, at every touchpoint, between a brand and the customer. The textbook definition describes customer experience as, ‘the sum of all customer/brand interactions’. With …