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Customer Journey - balancing what you say with what you do

Summary: This article explores the importance of aligning brand communication with customer...

Do Sweat The Small Stuff

It’s a common thing to be told ‘Don’t sweat the small stuff, concentrate on what really matters’....

Meet Nanna, Our Latest Employee to Join our Learning & Development Team.

Behind the scenes of the MA. Meet Nanna Baungaard, MA's Product Specialist in our Learning &...

How Trustpower installed a culture of CX continuous improvement through cross functional collaboration

In the dynamic business landscape, Customer Experience (CX) is a key focus for organizations, yet...

Marketing on a Small Budget: How to get gains for your campaigns with nothing but your brains.

Written by Danielle Chevriot, Marketing Manager at Marketing Association, this article highlights...

CX starts at the top

In today's competitive business landscape, providing exceptional customer experience (CX) has...

Fridge Architecture, Irrational Behaviour, Stalking, plus a fascinating party trick

Topics I did not expect at May’s MA Marketing Meetup. I think we all know that humans and therefore...

NZ Marketers are shaking off perfectionism to get $h!t done

Smarter Data meets CX 2023 focused on progress over perfection, last Thursday at Eden Park, where...

CMO Insights: Translating the promise of data into value for customers

Rob Limb, CEO of TRACK NZ/AU , unveils findings from a global study of 400+ marketing and business...

Data Transformation, Data Hunches, and VoC

The Marketing Association’s CX Special Interest Group share their thoughts on three key sessions...

How to Align your Brand and Customer Experience

Customers aren’t just looking for products and services, they’re looking for an experience. The...

The Datamine Guide to Loyalty Programmes

Reviewing or rescuing a Loyalty Programme? Datamine has a checklist! Running a loyalty programme is...

The Datamine Guide to Customer Retention

Retaining customers is more important now than ever before. This paper outlines a robust approach...

The Datamine Guide to Customer Insights

While many organisations have expected that consistent data collection and closer collaboration...

The Datamine Guide to Customer Segmentation

This paper outlines a robust approach to developing customer segmentation. If you make a product,...

Customer Privacy: The journey from compliance to customer trust

Why should marketing play a role in managing privacy in an organisation? It’s boring, complex and...

Disruptors or the disrupted: Customer obsession and the keys to growth

Putting the customer at the heart of a business is not a new construct. But it’s a skill that now...

Understanding behaviour with data analytics

Antony Ede shares how organisations can use the vast amounts of data at their fingertips to truly...

Harnessing the power of habits

Think back to how you started your morning. When you were getting ready, did you have to think...

A cheat's guide to the COM-B behaviour change model

The COM-B model boils behaviour (B) down to three core components; capability (C), opportunity (O),...

UX Journeys: Jetstar’s UX Lead Max Ricca

Over the coming months, we’ll be catching up with some of Melbourne’s UX Leaders about how they got...

The Good, The Bad and The Ugly of CX During Lockdown

We all know that online shopping is on the rise big time, and the impact of COVID19 has escalated...

CX grader quiz

A successful CX strategy should involve your entire business. It’s not on the shoulders of just one...

Marketing Automation: The Key to Building a Successful Ecommerce Store

Perhaps your ecommerce solution isn’t performing like you thought it would. You've got a good...

The Sunk Cost Fallacy: A Marketing Opportunity

Put simply, the ‘sunk cost effect’ is any expenditure we’ve already made and that we’re unable to...

Customer Success Essentials

How do you design the best possible customer experience across all physical and digital...

How Priming Influences Consumer Decisions

These ‘hidden’ influences – things that affect our judgment, actions or motivations – are what we...

How Fast and Slow Thinking Influences Customer Engagement

So, how does Frank, who has a full-time job, married with 2 kids, and let’s not forget about the...

Can you improve customer experience by simply being more human?

Customer experience starts with your company’s employees. ALL your employees. Why? Well, people are...

Automating the Customer Experience

This isn't marketing/customer experiences first foray into chat automation. Watch any American...

Customer Lifetime Value and why it matters

You know the saying – around 20% of your consumers make up 80% of your sales. So naturally,...

Know your customer: The key to innovation success

At the final Marketing Association Brainy Breakfast of 2018 three award-winning New Zealand brands...

Personalised Marketing Beyond ‘HI %FIRST_NAME%’

One-to-one marketing improves the brand-customer relationship by creating relevant interaction; we...

Customer Experience doesn't start with your customers

Before you get all starry-eyed and rush off to map customer journey touchpoints, aggregate...

Five ways to Engage Customers Through Direct Marketing

It’s no secret that marketing strategies have a direct impact on customer experience – and your...

How to Squeeze Maximum Profitability out of E-commerce

If you’re a marketer or business owner who has thought about adding an online store to your...

Which brands are creating winning customer experiences in 2021?

Take a moment and think about the last time you had an exceptional shopping experience. Now, do the...

Uniting Business Strategy, Brand and CX – lessons from the Marketing Association’s CX conference

This year’s CX Conference took place recently and the theme for the day was ‘Optimising Customer...

How to Engage with Customers in a Meaningful Way

After a year where so much has changed for both consumers, and us as marketers, how do we continue...

Is customer experience the marketing department's job?

Answer this: What makes your brand different from your competitors?

Q&A with customer experience advocate Briana Millar

Briana Millar - Tonkin + Taylor Customer Experience Manager, Cross Fit Newie, Beach Lover, Foodie...

Brand advertising is the promise we make; Customer Experience is the promise we keep

In a world jam-packed with outstanding brands who put customer experience at the heart of...

How to enable your sales team to provide a better CX

Creating outstanding customer experience (CX) is a team effort. That’s why businesses need to fuse...

Download: How your CX data can help you navigate the COVID-19 disruption

In this downloadable guide, Lance Webb, Director of Customer Experience at Ipsos, shares five areas...

Rewarding outside the box

Customers want more than financial incentives from loyalty programmes. This article from Truth...

The test of time

What does it take for a loyalty programme to stand the test of time? This article from Truth looks...

Key Drivers of Human Behaviour; Reaching the most awakened state in Customer Experience

It’s not marketing rocket science to say that it starts with the customer when talking CX and that...

Defining a Successful Loyalty Programme

Defining a successful loyalty programme depends on your specific business objectives. Our job is to...

How to Keep your Programme Top-of-Mind

So you've got a loyalty programme or you're planning to launch an awesome programme? Join the club....

How to Re-engage your Lapsed Customers

One of the first things you learn in marketing is that it costs more to acquire a new customer than...

Critical Success Factors to Consider for Your Loyalty Programme

What are the critical success factors to consider when evaluating your loyalty programme or...

Increased Redemption Drives Increased Engagement

It's an age-old theory that if you create a loyalty programme on high breakage that the numbers in...

Is it really loyalty if you have to pay for it?

Traditional loyalty programmes exist to encourage and reward behavioural change through...

Taking the opportunity to reimagine what's possible, putting the customer at the heart of everything

Over the coming weeks and months, we’ll be focusing here on the topic of experience transformation....

'P2P' marketing and putting customers first

They are considered the big tech disruptors of the last decade - Netflix, Uber and Amazon,...

Back to the roots? Why the traditional marketing principles still apply in the age of CX

There is no doubt that digital technology and changing customer preferences have had a major impact...

Customer experience: You think you are ready for change? Think again

There’s a predictable arc to stories of companies that have set out to overhaul the experience for...

CX insights from a Kiwi working abroad at Amazon and Microsoft

"The thing I passionately believe in is not B2B, or B2C, it's P2P" Businesses across the board are...

Customer Experience: The Drivers to Success #CX2019

Customer Experience, once thought to be the “Buzzword of 2018”, is now a key driver to business...

Getting the right experience right

We seem to be living through a time of changing rules when it comes to Experience. The town crier...

Should brands be expiring loyalty points?

An often hotly debated topic in loyalty is whether or not brands should be expiring points...

Short term marketing campaigns vs. long term customer loyalty strategies

The continuing price wars continue to impact customer purchase decisions across the airline,...

Loyalty & the youth - How should we approach loyalty for the younger generations?

Young people (under the age of 25) are far less likely to use loyalty programmes, why is this?...

Experience Whitepaper from Intergen

Toyota NZ changed its approach to the car buying process, putting the customer’s needs and desires...

The benefits of rewarding non-transactional activities (for your business & your customers)

Over the past few years, we have explored the rising trend of rewarding loyalty members for...

How do you create a loyalty programme for top-end customers who are not influenced by discounts and saving money?

We believe, for long-term loyalty, you need to connect with your customers through unexpected...

The Value of Storytelling

I had the pleasure of listening to a presentation by Microsoft's Miri Rodriguez on storytelling. As...

Let's protect HCD from being dismissed as another business buzzword

Fueled by shifts in business focus, organisations are increasingly looking to HCD as a way to drive...

Understanding the different fee-based loyalty programme structures.

A brewing topic in the loyalty world is the concept of “fee-based” or premium loyalty programmes....

It's all about simplicity and ease of use.

We have seen companies over the past 12 - 18 months break away from rigid legacy systems and...

The link between simplicity & redemption

Brands have begun to realise that true value for the customer lies in high redemption rates, which...

Convenience is the most sought-after reward - Innovation in Loyalty

The loyalty industry is innovating to keep members engaged as the best rewards are becoming far...

Key considerations for people central to customer experience transformation

By 2020, customer experience will overtake price and product as the key brand differentiator....

Brainy Breakfast Wrap Up - Trends 2019

How will chatbots and voice transform the customer experience? What’s a centennial, and how do we...

Key considerations for organisations looking to transform customer experience

As organisations begin to understand the crucial importance of delivering exceptional customer...

Gender and loyalty programme usage - it's a woman's world

It may not be surprising to see that women are members of more loyalty programmes than men, and...

Key considerations to drive the most effective results from your loyalty programme

Offering customers a loyalty programme, because everyone else has one, will not fix any...

Key trends for customer experience transformation

Customer experience (CX) is at the top of the CEO agenda. And no wonder, when the statistics are so...

Customer Centricity - the ultimate prize of loyalty

Many of our clients ask us why they should be creating a loyalty programme and the answer is...

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