Sales and customer engagement needs a new approach in this customer centric age. BigJump asked me to be the speaker at events across Brisbane. These events were aimed at startups, lean business and entrepreneurs to help them understand the new rules of this game, and an approach that increases profitability. During 2016 I […]
READ MOREThe Top Four Tips for B2B sales
I have been reminded over recent weeks how important it is not to “sell” during B2B sales discussions. Three colleagues have separately shared stories with me where someone on their team have jumped in too early with pricing discussions or what sounded like negotiations, or labouring over the features before understanding what the customer values. So here are […]
READ MORECMO Momentum
The CMO Momentum delivered heaps of insights for marketing teams on customer experience and the skills teams need now to remain relevant. Airbub, Suncorp and Nude by Nature shared case studies and examples about the new age of marketing and the growing need for the CMO to be customer centric. I was asked to […]
READ MOREThe Push Event March 2017
The Push is a huge entrepreneurial community in Brisbane. Their founder was looking for a speaker who could help the community with, sales and customer centricity, specifically how to profile the right customers. The event was specifically for the business owners and entrepreneurs who wanted help in defining their customers. Founded by Jack Ferguson, The Push hold […]
READ MOREPurposeful CX – How your customers define value – July 2017
Customer experience, or CX is a big focus for organisations today. One of the first steps to knowing how to design and deliver a great customer experience is to understand how your customers define value. When we know how they define value, then we can design experiences that deliver that value on purpose. Purposeful […]
READ MORE“Customer Centric” a Benefit for Whole Foods in the Amazon Purchase
The customer centric approach to business is once again formally endorsed. Particularly in the buyout of Whole Foods by Amazon. Being more customer centric is the benefit to Whole Foods. Amazon have had a customer centric approach from the beginning, a log term strategy of customer obsession that has paid off. Some of the big […]
READ MOREKPIs and Dashboards for CPA
Business leaders often struggle with making KPIs meaningful and also how to make sense of their dashboards. KPIs have to be linked to strategy, the results we want to achieve. Dashboards have to be user friendly, which essentially means answering three questions (1) what is performance doing, (2) why, (3) and what now? The […]
READ MORECX and Design Group
CX or customer experience is important for all organisations today. Improving the experience of our customers comes from knowing what they value. Then designing the optimal process and then measuring performance so we can learn how to improve, The Brisbane Customer Experience and Design Thinking Group is a Meetup group with more than 1,000 members. […]
READ MOREYou need to know what your customers value
In an economy that is shifting towards an experience economy, organisations are shifting focus towards improving the customer experience. However, prior to designing the experience we need to know what customers value. When we know what customers value, then we can design experiences that deliver on that value. It is commonly understood that most sales […]
READ MOREAre you using personas..? The one thing you are missing.
Customer personas need to go a little deeper than a generic customer. Not all customers are equal, get specific. Particularly get specific with you persona about how your customer buys. What characteristics or values do they have that brings then to you. The use of personas is fairly commonplace today. Most marketing and sales teams have […]
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