Authors: Peter Fader and Sarah E. Toms How did global gaming company Electronic Arts go from being named “Worst Company in America” to clearing a billion dollars in profit? They discovered a simple truth—and acted on it: Not all customers are the same, regardless of how they appear on the surface. The most successful companies, … Read more
Authors: Cara Wrigley & Karla Straker How can you create meaningful connections with customers in the digital space? The rapid emergence of new technologies has revolutionised the way companies build relationships and interact with their customers. Today, it’s more important than ever to have an emotional understanding of customers and how they feel about a … Read more
Author: Jaquie Scammell If you’re looking to transform the customer service culture in your organisation, to decrease complaints and increase compliments, Jaquie Scammell’s approach is simple and more human than simply introducing better processes and procedures – and her approach works. Jaquie has studied Australian organisations that provide the best customer service, and from this … Read more
Entrepreneurs Mario Hasanakos and Alex Badran have revolutionised the ‘piggy bank’ with Spriggy, a banking app for families to encourage children to ‘turn pocket money into practical life lessons’. Since its launch in November 2016, Spriggy has welcomed more than 160,000 members to its Spriggy family. The app provides children with a digital piggy bank, … Read more
Authors: Martin Newman with Malcolm McDonald Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. This book walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By … Read more
Authors: Kevin Lund and Joe Pulizzi Each of us sees more than 5,000 marketing messages every day. In such a crowded marketplace, brands are scrambling to find new ways to cut through the clutter to reach consumers. With such intense competition, it’s critical to stand apart beyond service and price. This book will help you … Read more
Authors: Robert Dew and Cyrus Allen Companies who invest in successful Customer eXperience (CX) innovation stand out from the crowd. Markets tend to reward these companies because it is rare for firms to try something new, much less prove customer acceptance of their attempted innovations. Firms offering remarkable CX create loyal customers who happily pay … Read more
Hazem Sedda spends two hours a day on Instagram, replying to hundreds of fans asking him about stock levels at his convenience store in Redfern. “I would get between 100 and 150 [product] requests a week,” Sedda says. The Redfern Convenience Store, which Sedda has run with his father since coming from Palestine to Sydney … Read more
Author: Bob Etherington Nearly everyone within a company is involved in selling at one level or another. Yet, the majority of those people are not professional frontline salespeople – they have never received any training in selling or in dealing with customers. As a result, opportunities are missed and, worst, you may even have wrecked … Read more
Authors: David Nour; illustrations by Lin Wilson What if your customers had a vested interest in guiding your company toward greater success? What if your employees had a personal as well as professional commitment to elevating your organization? Imagine how different your results would be if investors, vendors, and even analysts treasured the relationship they … Read more
