Last week I was asked for my opinionin an article being written on designing customer services. One of my favourite questions asked was on trust – and its role in a service-based model. Below is the answer I gave and wanted to share with you all today to put some perspective on how to take your service[…]
Hi Everyone! Given the work I am currently doing on Customer Experience, I wanted to share some thoughts on the two concepts in a bid to demystify them and add some clarity into how to use segmentation to harness the true potential in an organisation. Customer segmentation is the clustering of customers used to organise[…]
This week I was asked about my personal views on leadership. For me, leadership is something that is almost on autopilot, so to be asked to describe something that I need to do each day, I initially found it quite hard. Firstly, a leadership conference held this week had named me as an inspirational leader and[…]
Video conference at 5pm. The meeting was to reveal a new ‘marketing direction’. I was honored and privileged to be working with executives on this exciting new way forward for one of Australia’s iconic brands. As the meeting unfolded, we started to understand the methodologies, objectives and deliverables orbiting the marketing direction. After the build[…]