Last week while I was wandering around Chadstone Shopping centre, I walked into Mecca Maxima and stumbled upon one of the best customer experiences I have ever had. Mecca Maxima were offering a free beauty contouring class to the public. I was expecting to just watch the instructor put make up on her face or Continue reading

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You Can’t ‘Fake’ Customer Care

Last week while I was wandering around Chadstone Shopping centre, I walked into Mecca Maxima and stumbled upon one of the best customer experiences I have ever had. Mecca Maxima were offering a free beauty contouring class to the public. I was expecting to just watch the instructor put make up on her face or Continue reading

Customer Experience That’s Got Our Tails Wagging

It’s not often that a brand manages to deliver to all 5 elements of what makes a great customer experience. But Bones & Harmony, a Melbourne-based doggy day-care is one of those rare cases that manages to achieve just that. When I recently took my dachshund Sarah for her first of doggy day-care experience, Bones Continue reading

Why Customer Care Should Fall On The Whole Business

If Maslow was developing his Hierarchy of Needs for CX, care would be at the top of the triangle. And he wouldn’t have left it for just some people in the organisation to deliver it, it would be up to all of us to hit that actualisation level. Demonstrating your brand cares means the people Continue reading

When ‘The Little Things’ Can Have The Biggest Impact

Last week a hotel where I booked accommodation surprised me with something I’ve never seen before. We’ve all had that experience where you get to your hotel and settle in only to discover the pillow is not comfortable, leaving you disappointed and frustrated. But this experience was different. After I progressed through the booking and Continue reading