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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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