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Digital innovation in retail

The way we shop has changed forever. E-commerce sales continue to climb. A 2013 Forrester report stated that Australian e-commerce sales in 2010 were worth $27 billion and by the end of 2013 had jumped to more than $37 billion. Over the past few years, major retailers overseas saw strong currencies and economies as an […]

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The Wu-Tang effect – Innovation in the entertainment industry

Image source: WuTang Clan Twitter account Few industries have experienced more disruption from the advancement in digital technology than the entertainment industry. From the moment the peer-to-peer music sharing service Napster came onto the scene in 1999 the writing was on the wall for the existing business models of the music, film and television industries. […]

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Recognise a broken customer experience and do something about it

As a consultant I sometimes spend more than a reasonable amount of time on planes. Recently I travelled between New Zealand and Australia several times over the course of one week. During one of my many visits to an airline lounge I met the chief executive of an Australian retailer. He asked me what I […]

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How Qantas can become a digital leader

Qantas has had a lot of press recently, and for all the wrong reasons. When the Treasurer signalled that the Government sees Qantas as so entwined into the Australian economy that it has become “too big to fail” the airline’s mounting debt problems became an issue for the Australian taxpayer. The question many people are […]

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Social-Business Transformation

On the 18th and 19th of February a number of the world’s best social media and digital strategy thinkers met at the Recital Centre in Melbourne for the first “Social Business” event. The keynote speaker was Brian Solis, principal of USA based Altimeter Group, futurist and the author of three books including “The End of […]

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Digital marketing models and customer experience.

The ever-expanding digital landscape is continuing to alter consumers’ behaviours and disrupt a broad range of industries. Some, such as retail and consumer products, are being particularly affected. Today’s customers are expecting a lot from the brands they engage with. As a recent Booz & Company report, entitled How to Choose the Right Digital Marketing […]

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Customer Experience predictions for 2014

Knowing where your customers are and how to keep them happy in a low cost way has always been a challenge for business. As social media, smart phone apps and other digital technologies have moved into common usage, businesses have suddenly been swamped with an influx of customer and behavioural data. Suddenly knowing where your […]

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Your personal data will soon be yours

Consumers’ desire and ability to aggregate and utilise their own data will come into focus in the year ahead. Businesses are experiencing the market backlash from the “downsides” to consumers of the heavy investment in online marketing – which makes them feel like they are being watched at every turn. And the media coverage of […]

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Personal clouds and future customer relationships

Early one morning in the not too distant future one of your customers, let’s call her Sarah, will wake up do what she has been doing for some time – she will reach for her smart device (phone, tablet or whatever). Sarah will have connected all of the data gathered about her from social networks, […]

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Designing the future of retail

The retail environment is quickly being turned upside down. The barriers between in-store and online channels have broken down. For many retailers fighting digital behaviours like “show-rooming”, where customers use mobile devices to find information or alternative deals on the products that they interact with in-store, has be come a priority. More enlightened retailers know […]

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Generating loyalty in the age of the customer

We are in the age of the customer. As Forrester Vice President Moira Dorsey said in 2012, “the only source of sustainable competitive advantage is customer experience. Delivering experiences that meet or beat customer expectations is worth real money”. Dorsey went on to say, “For five years, we’ve been running a large-scale consumer study called […]

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Why brainstorming doesn’t work

  The thing about ideas is that everybody has one. Ideas are cheap. In fact the most brilliant idea in the world is essentially worthless, but combined with brilliant execution it can be worth millions. We have all seen people with ideas who are convinced that they have found the next big thing and it […]

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Big data and your brand equity

When we look back 2013 we may conclude that this was the year Google went too far,  when greed trumped its original mission of “don’t be evil.” The search giant recently announced it has changed the terms and conditions for Google+ so it can sell the names and faces of users to advertisers. As reported […]

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Sephora’s world leading digital platform

As an increasing number of consumer-facing brands begin to think about how all of their digital touch-points work together to provide a consistent experience, best practice examples are being focused on by marketers. Some of those examples are stand-outs. American beauty brand Sephora is a great example of a cosmetics retailer that doesn’t use technology […]

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Cutting through the complexity of digital customer experience

The era of the shiny widget maybe coming to a close. At Working Three we work with a wide range of customers on digital customer experience strategies. These customers range from large retailers and consumer goods companies to national sporting organisations and even multinational software companies. What these companies offer varies greatly. But we are […]

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Ikea is doing augmented reality right

When it comes to delivering a digital customer experience there are thousands of things that a brand can invest in. Over the last few years many companies have jumped into digital and mobile a bit too quickly and have spent a huge amount of time and money on digital experiences that have a very limited […]

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Become an e-commerce pro

For most of us Christmas still feels like it is a long way off. For online retailers the festive season is approaching like an out of control freight train. Its no secret that retail brands have been hurting in recent years. The Global Financial Crisis quickly changed consumers spending habits at the same time as […]

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Getting more from what you have

It’s difficult to find a consumer facing business that is not being disrupted by the rapid pace of digital evolution. Social media has altered customers’ expectations of the quality of services and communications they receive, smart phones and mobile apps are changing the way people search for products, and the continued rise of e-commerce models […]

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The age of the customer

Customers have never had so much power. The rapid adoption of technologies, such as search engines, social media and smart mobile devices, has moved us from an information poor world to one that is information rich in less than two decades. Access to immense amounts of information is having a dramatic impact on the way […]

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Rethinking customer loyalty

Customer loyalty programs have long been a staple of enterprise marketing activities. The thinking has always been that rewarding repeat transactions – the behaviour most desired by the brand running the program – will drive revenue and long term brand interactions. In other words, brand loyalty can be incentivised and measured. But there is a problem, […]

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