Customer Experience

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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