Customer

Counting the cost of Customer Experience during COVID-19

The delicate economic balance between cost and customer experience was under the spotlight even before COVID-19. Now, the spotlight has been amped up as Australia resets how businesses interact with consumers.

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From customer-centricity to citizen-centricity for human services providers

Customers want to spend minimal time and effort to get what they want, and they expect authenticity, directness, and personalised service.

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Bad nuts are killing your business and you may be one of them

In Roald Dahl’s famous 1964 children’s novel ‘Charlie and the Chocolate Factory”, Veruca Salt is a greedy, demanding, manipulative brat who demands everything she wants NOW!

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Future energy policy must match customer expectations on price and security of supply

It’s been a long hot summer and the topic of energy security is front of mind for customers

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Forget about your digital strategy – start with your customer strategy

Digital is important, but it’s not the only thing… remember to move at the pace of your customers.

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