In Episode 4 of this new podcast series ‘Getting Intimate with CX’, BrandHook MD, Pip Stocks, talks with Karen Lawson about what’s missing amid all the technology and data helping organisations improve their customer experience approach, and how to balance knowledge with trust, authenticity and a human touch. Karen Lawson is an award-winning business executive and Continue reading
In Episode 3 of this new podcast series ‘Getting Intimate with CX’, BrandHook MD, Pip Stocks, talks with Jee Moon about what helps foster consumer curiosity around your brand. Currently the vice-president of marketing for Luxottica brands, OPSM and Laubman and Pank, leading optical retailers in A/NZ, Jee’s career spans multiple sectors and geographies. She has Continue reading
In this latest episode of Getting Intimate with CX, Jane Zantuck, the Head of Marketing at the National Gallery of Victoria answers the same 7 questions about customer intimacy & CX. We also hear why the Van Gogh exhibition was so successful and why Dior will be fabulous. Three years ago, marketers were confused about what Continue reading
Listen to Episode 1 of Getting Intimate with CX, where Pip Stocks talks to Rachel Kelly about how brands can offer more than great service by creating a connection with their customers. Three years ago, marketers were confused about what the digital revolution meant for their consumers, their brand and the customer experience. That has Continue reading
Those of us born at the tail end of the 70’s and the start of the 80’s are a bit of a conundrum. Some say we’re part of Gen X while others lump us in with the Millennials. As the middle children of the last century, I feel like no one really gets us or Continue reading
This month I have been recording the latest BrandHook podcast series which will be distributed through the CMO Magazine next month. Today I was reminded of something the VP of Luxottica, Jee Moon said; ‘The brands that will do well are ones that understand that their customers are not just numbers. They are, in fact, Continue reading
This is a copy of Pip’s article which appeared in Business Insider Magazine on May 18th this year. A great read about what holds brands back from a great customer experience. Being big doesn’t equal better when it comes to customer experience. Stymied by a ‘but that’s the way we’ve always done things’ attitude, established Continue reading
I have recently learned an important lesson in customer experience: customer benchmarks are constantly changing. Having moved to a new suburb, I needed to find a new gym. Before moving, I had a favourite boutique fitness studio where all the trainers knew me by name and would personalise exercises to suit me. I was excited Continue reading
Coined the Side Hustle, our 20–somethings are working on projects outside of their 9 – 5 job as a way of earning more money, engaging in a passion and maybe launching the next Porter & Sail. We are also seeing this quite commercial behaviour in how they are dealing with the brands in their lives. Continue reading
Listening to Reid Hoffman’s new Masters of Scale podcast this week reminded me of the work of Michael Treacy and Fred Wiersma. In 1997 in their book The Discipline of Market Leaders Treacy and Wiersma described three competitive strategies that businesses could focus on – operational excellence, customer intimacy and product leadership: An operational excellence Continue reading
If Australian Department Stores weren’t already feeling the pressure of online retailers, they should feel it now. As news of Amazon’s arrival promises to shakes things up within the Australian market the threat to department stores is looming. A recent study by Nielsen1 shows ‘75% of Australians aged 18+ are interested in the arrival of Continue reading
Last week the air conditioning in my car stopped working and the heat gauge in my car was unusually high. You can imagine how cross this hot old lady got. I rang the people at my local Midas where I have a new relationship and explained my dilemma. George, Mr Midas, suggested I bring the Continue reading
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