Customer churn is costing business billions per year. In Australia, businesses lose on average between 6-8 percent of their customers each year. Utilities and telecommunications sectors take the biggest beating with losses of between 20-25 percent. Unfortunately most business leaders believe there is little they can do to rectify the problem. How much does customer …
Matchboard is an innovative online platform that connects businesses with the most appropriate suppliers for their needs. Reducing the need to undertake extensive research and evaluation of numerous tenders and proposals, Matchboard provides a shortlist of the most suitable providers. We talk to Sharon Melamed Matchboard founder and Suncorp innovator of the Year 2018. Melamed …
Most enterprises understand what they need to do in terms of CX and their digital strategy. They appreciate the need to be agile, innovative, and to engage employees as well as customers with the brand. Their challenge lies however, in deciding what resources to allocate to innovation and new strategies vs Business as Usual (BAU) …
Vollie is an online volunteering platform, allowing not-for-profits and charities to connect with qualified professionals and students for skills based volunteering. Founded in 2016 and launched in 2017, Vollie has so far delivered 7000 hours of volunteer work worth over $370,000. Their success has been built on adopting a ‘customer experience’ approach to engaging millennials …
Chief Customer Officers (or roles with similar titles and responsibilities) are being appointed in ever increasing numbers to boards across Australia and overseas. This reflects the increased effort and importance organisations place on improving the customer experience. So how does one become a Chief Customer Officer (CCO)? What skills, experience and aptitude are required? What …
I remember being devastated when I learnt that Santa Claus and the Easter Bunny weren’t real…but as reality set in, I was embarrassed that I’d let myself get fooled for so long. It’s taken me a lot longer to come to terms with the reality that there is no such thing as employee loyalty. At …
Innovation and developing disruptive strategies dominate business discussions these days. The reason ‘why’ is clear. The ‘how-to’ is not. Indeed, it’s risky business getting it wrong. Rather than creating value for customers through innovation, many organisations end up playing a repetitive game of ‘me to’ with competitors that leads nowhere. Innovation means change. It’s about …
In a previous blog, we discussed the key components to successfully implement an account based strategy. From there, we talked about the connection points between ABM and ABS. In a follow-up blog, we then identified potential gaps in the process and how to optimize a martech stack for ABM success. A strategic and holistic account …
In the pursuit of Google rankings the customer experience is often neglected. Most people are aware that certain SEO practices will do more harm than good. However, even legitimate SEO practices may hurt your brand. SEO campaigns that focus primarily on keyword rankings and visitor traffic may come at the expense of relevancy and the …
Employees and management, from their experiences as consumers, are expecting greater service and easy access to information within their organisation. It’s about viewing the HR department as a service provider and that the organisation’s managers and employees are its customers. Gone are the days of stable workforces, where HR worked in isolation from the rest …