How to stop ‘customer-centricity’ being a meaningless mantra – part one

The inescapable mantra across businesses (even government) today, is that the “customer” is at the core of what they do – the idea that “we live to serve”. While many …

Why lazy customers could save you today but kill you tomorrow

In most businesses, customer apathy is not a good thing. If your customer is apathetic, they’re unlikely to feel loyal towards your business, let alone be an advocate for your …

The advantages of a more agile research approach in fast-changing markets

In an environment where there has never been more information readily available to all, consumers and business decision makers alike must have quicker access than ever before to deep research …

Distilling the signals from the noise to map a better path forward

I was once told that the words “data analytics” make business executives go deaf. They are barraged daily with articles, blogs, consultants, salesman, and colleagues talking to them about the …

Better together: why the ‘super collective’ is the future for advisers and licensees

Since the early 2000s when Financial Services Reform (FSR) introduced the concept of the Australian financial services licence (AFSL), licensees and advice businesses have generally developed as separate entities. Advice …

Facebook, Cricket and the endless search to know the Customer

Over the last few months, those in the business of crisis management have been gifted more fodder for promoting their services than they could ever have hoped to get their …

Putting Lipstick on a Pig is not the answer to Growth and Innovation

Two weeks ago I attended a webinar run by Dr Jeffrey Tobias, managing director of The Strategy Group, on business model transformation. Dr Tobias is a great strategic thinker; he …

Be authentically good when dealing with customers’ data

Business must earn trust or feel the heavy hand of government intervention. Tai Rotem explains. Time is running out for business to self-regulate how it uses customers’ data. Every time …

A new challenger in the quest to keep the customer

How time flies. About 10 years ago I was at an industry leaders meeting (over breakfast, because “leaders” get up early!!) and I was struggling with my decision to reach …

Dear Donald, Malcolm and Teresa; honestly, no one gives a flying frogs fat arse what you say any more (1)

Here’s something that we are taught very young; Our governments steer markets. We are taught what is decided in Canberra, in the White House, in Downing Street or in Bonn …