Tag Archives: Social media

A digital assistant story – the connected customer

Early one Monday morning in the not too distant future one of your customers, let’s call her Alice, wakes up and, as she has for years, reaches for her phone. What happens next marks a profound change in the way she interacts with your brand forever more. Alice has just purchased a new phone which […]

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Facebook update – it won’t be a “Dislike”

A recent announcement by Facebook CEO, Mark Zuckerberg, has seen technology focused crowds chatting away this week. During a “Townhall” Q&A session at the social media giant’s Menlo Park headquarters Zuckerberg revealed that Facebook was testing alternatives to the “Like” button. “People have asked about the ‘dislike’ button for many years,” Zuckerberg said “Today is […]

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Discussion with Catherine Heath From Huge Inc.

In late August this year Melbourne’s digital elite assembled at the city’s public library. The event was the Australian Interactive Media Industry Association’s V21 conference, and this year’s line up promised to be the biggest event yet. One of the key draw cards was Catherine Heath, the Head of Strategy & Planning, US West Coast, […]

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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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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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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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Lessons about real-time marketing from Oreo

As Twitter heads towards its long-awaited IPO, with an expected valuation of over $20 Billion, the world has become even more focused on how the social media platform is being used. The timing for the IPO couldn’t be better. 2013 has been the year that many brands finally “got” Twitter. A standout example is Oreo’s […]

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Become a confident digital marketer

Digital marketing has become a big headache for most marketing professionals. A recent study of over 1000 marketers conducted over August and September this year claims that only 9% of total respondents said that they ‘know their digital marketing is working.’ Even worse ‘66% of marketers feel digital is critical to their company’s success and […]

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Data is not the new oil – it’s the new soil

At Working Three we spend a lot of time helping our clients see the world from their customer’s perspective. To help you do the same I pose one simple question: are you comfortable with how much data companies hold about you and what they are doing with it? If your answer is “no” you may want to consider how the conversation […]

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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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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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