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News — customer journeys

Customer Strategy in an Age of Constant Connection and Distrust

Sarah Leslie competitive advantage customer journeys design thinking strategy

Customer Strategy in an Age of Constant Connection and Distrust

Well designed and executed, connected strategies can enhance customer experience, boost operational efficiencies and lower costs, whilst higher digital trust correlates with higher revenue. Businesses must both understand the extent to which constant connection and the possibilities it enables is desired, and enhance their digital trust credentials.

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Matching Amazon for Ambition

Sarah Leslie big data customer journeys innovation insights retail

Having a very clear view of your customers, their problems, the business you're in and how this may be restructured to deliver enhanced value has never been more critical. Agile startups are harnessing innovative technologies to disrupt, transcend and pick off the lucrative elements of businesses posing a threat to every industry. For Australian retailers, one of the greatest perceived threats is the imminent arrival of Amazon - no longer a startup but a behemoth - which continues to pursue a relentless program of agile, lean start up style experimentation as it strives to win across all categories of retail.  Amazon's ambition is to be the 'everything retailer', to generate more revenue that Walmart, and in order to do...

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Designing Customer Journeys for Competitive Advantage

Sarah Leslie competitive advantage customer experience customer journeys

As customers, the path that we take from the moment of need recognition, through the evaluation of our options and on to purchase has changed radically with the advent of the mobile internet and associated technologies.  In evaluating solutions and options, we now fully expect to be able to find the answers to our questions, not from salespeople at such time as they can be accessed, but 24 x 7 from an online channel that suits us. From there we expect to be able to move, with minimal friction and potentially across several channels, through the transaction and on to acquisition and...

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