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Empowering People Teams; Navigating 2025 and beyond
Successful People Strategy begins with enabling the People Team
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CX Service Design: Creating emotional attachment and driving brand growth
Designing customer experiences that drive business success
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Mind the gap: Why what a brand promises and what it delivers matter
What happens when there is a mismatch between what a brand promises to its consumers and their actual experience? Fiona Moss explores the promise-experience gap, the benefits of aligning the two and the pitfalls of over-promising.
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Customer Centricity: from Stance to Reality
More than ever, customers have a powerful influence on their relationship with brands. Their voice matters and they can have a strong impact on a brand’s behaviour.
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Customers four times more likely to stop doing business with a company after negative experience – Ipsos Loyalty study
Australian companies expect their customers to do too much to resolve bad experiences