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I'm speaking at the National Growth Summit 2010 in Sydney this week about engagement marketing and running a workshop on Technology to drive Growth. The line-up includes a number of international luminaries along with local experts, gurus and knowledgeable people such as: Mick Liubinskas, Stephen Collins, Mike Walsh
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I've been thinking about having an overarching theme for my blog this year and have finally decided on women in ... that is women who are doing interesting things like * finance * technology * science * engineering * management * innovation * start-ups * marketing * media * and whatever other interesting careers pop up Women have come
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I've been thinking about my recent American Express experience - outlined in AMEX discovers new depths to customer service. It is clear to me that companies have the right to choose which customers they deal with. But it seems that how they remove those customers from the books
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I've been an American Express customer for a long time. But recently they made it apparent that they do not want my custom so I'm in the process of closing my accounts. Unless their customer service tactics are treat 'em mean and keep 'em
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Startup Barcamp Sydney was on yesterday and I managed to drop in. It was held at one of my favourite venues for unconferences - ATP Innovations- and it might possibly be the first barcamp to feature fresh coconut juice in the shell. This event was part of Global Entrepreneurship Week
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A recent study in Scientific American about How the Brain Reveals Why We Buy discusses advances in neuroscience that are giving rise to a new field of neuromarketing. The article cites the famous example of Coke v. Pepsi - where blind taste tests showed a preference for Pepsi, whereas visible
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As both an educator and tertiary student I've been able to see both sides of the fence. A recent experience with Queensland University of Technology stands out as exemplary in both student support and customer service. A change in personal circumstances recently meant that I needed to make
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Here's an excellent example of a legal or marketing department (or both) who don't seem to get how the internet & search engines work. Further, it shows a real disconnect between the kind of content on the site and the policies supporting the site. Wonder why
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People have been asking me for ages if any real companies are using social networks for their marketing, so it was interesting to come across this data from Capital One in the UK. Robin Goad from Hitwise reports that "Facebook is now its second biggest source of traffic, and
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I recently experienced how easily one can disrupt a stableecosystem. And I learned the hard way how difficult it can be to re-stabilise that same ecosystem! We have two dogs and one of them likes to socialise around the neighbourhood, and to this end she will dig amazing tunnels or
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Seth Godin's recent post Out of bounds got me thinking about the implicit contracts that we create almost unconsciously everyday. In Seth's post he's talking about companies and their marketing. He notes how upset people get when a brand or product does something that
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Back in the old days at GE (pre GFC) we were taught that all business ideas or problems should be considered from the "outside-in" or from the customer's point of view. This was part of their Six Sigma approach using Voice of the Customer principles. Now