Random Acts of Service: Would your customer service pass the Turing Test?

Who is likely to give you the best customer service, a human or a robot?  While the answer may seem obvious (hint: the human!), automated services are hard to beat for routine types of services.  These automated procedures are the backbone for customer engagement throughout the customer journey and increasingly include communication and promotion activity.  […]

Red Queen Hypothesis: Playing to Win in the Brand Evolutionary Arms Race

Ever wondered what your business strategy and the study of parasites 
have in common? How about the predator-prey relationship and your communication strategy? I’m guessing not. Even briefly thinking about these relationships that play out in our backyard, and within us, gives us a deeper understanding of competition and how we can play to win in our […]

Building a Customer Centric Business by the Mapping Customer Journey

Creating a customer centric business it not just about creating products and services that satisfy; it is also about creating an experience that drives business outcomes. A win-win situation for you and your customers. An approach that has helped many businesses to create a customer centric business is customer engagement mapping.
Customer journey mapping links the […]

Linking Service Delivery to Customer Behaviour

What drives customer retention and repeat buying? Having the
right product at the right price is definitely key in keeping your customers. However, when products are easily substituted and prices are competitive it is the service experience that can create your sustainable competitive advantage.
It is the importance of customer service experience to a company’s success […]

Using the Customer Lifecycle to Drive Service Improvement

With each encounter a customer’s experience with your business changes and so does their expectations, the products they use, and which service delivery channels they rely on. Similarly, as a customer – business or consumer – moves through their lifecycle with your business the relevant management decisions reflecting business growth change. Broad based research or measurements […]

Escaping the Red Ocean

Two ice cream sellers arrive at Red Ocean Beach. Looking along the beach the strategic question is ‘where to sell?’ If one of the sellers, Phule Phat Phlavor, hat asked you for advice, where would suggest they set-up? Would you recommend them set-up at the opposite side of the beach to maximize the distance between themselves […]

Using the EAST Framework to Improve Uptake and Compliance

You have the product that you know customers will want, the price 
is right, you have distribution, and the advertising achieved that all important top quartile result. So where are all the sales? Likewise, your charity is just and your name is known but people are not making donations.
Public policy in recent years has gotten the […]

What Type Of Relationship Do You Have With Your Market?

A friend of many years helps you to re-turf and landscape the backyard over the long weekend. As a sign of your appreciation you decide to give $100 for the effort. After all spent his time and incurred costs to help you. Smart move? Surely your friend would appreciate the cash. Even economists know you’re a dill. […]


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