Looking for Engagement in the Wrong Places

The ultimate determinant of engagement is the creative execution. Media of course plays a role, but in a world where people are actively rejecting paid media advertising, true engagement in paid media is becoming elusive. The problem is not with the intent of creating engagement. The problem...

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Is your CX house in order?

This article first appeared in Marketing Magazine on 21 January 2016. The recently released Economist Intelligence Report surveyed 62 Australian CMO’s and had two predictions for the marketing function of the future: It will assume complete responsibility for end-to-end customer experiences, and Marketing’s role as a revenue driver...

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Seeing red…why it is OK

We’ve all been there. Red face, blood boiling, raised voices, exasperated sighs, frightened children hiding behind the sofa and perhaps even a bit of collateral damage around the house. What situation would create such angst? Frustrating company experiences. That's what. It could be the 15th time you have been...

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Dear CEOs, please blow up the silos

In a world where everything communicates (from a phone call, to a website, to a store entrance, to an ad tagline, to packaging, to sales language and beyond), modern day marketers must be given the keys to defining the entire customer journey, not just the...

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Stop the bounce!

Bounce rate is a phrase typically associated with the rate people arrive and very quickly leave a website/app/social media page but what if we applied the phrase to all our brand owned assets - both digital and physical? It would change the way we evaluate our...

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