Jun 12, 2014 | Insight Methods, Service & User Experience
What drives customer retention and repeat buying? Having the right product at the right price is definitely key to keeping your customers. However, when products are easily substituted and prices are competitive it is the service experience that can create your...
May 12, 2014 | Product & Offer Development, Service & User Experience
With each encounter a customer’s experience with your business changes and so do 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...
Feb 12, 2014 | Insight Methods, Product & Offer Development, Service & User Experience
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? A simple Behavioural Economics framework may have the answer. Public...
Dec 12, 2013 | Business & Stakeholders, Insight Methods, Product & Offer Development
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 them $100 for the effort. After all, he spent his time and incurred costs to help you. Smart move? Surely your friend...
Oct 12, 2013 | Insight Methods, Product & Offer Development
Watching her Wednesday night drama on TV with a glass of red in one hand, Karen noticed a new TVC for a bank she had seen recently on a website that morning, and it got her thinking. The interest rate for the account was competitive; the better the interest rate the...
