About Us

Customer Experience study in Australia reveals we are an empathetic bunch!


Nunwood is a consultancy that is known to do Customer Experience Excellence (CEE) research. They have just finished a survey of 5000 Australian consumers to uncover what specific needs count when creating value for money and a great customer experience in a study this year. Top Ten Brands Singapore Air, Air New Zealand RACQ (Royal … Continue reading Customer Experience study in Australia reveals we are an empathetic bunch!

If 2% of the sales happen at the first meeting, what happens to that other 98%!


"2% of sales occur at the first meeting; the other 98% will only happen once a certain level of trust has been established". There has never been a better reason for follow up than that quote from Robert Clays research. People in business often hope and expect to do business the first time they meet a … Continue reading If 2% of the sales happen at the first meeting, what happens to that other 98%!

Creating a purpose driven organisation, why does your company exist?


"Simply put the purpose driven concept is based on the principal that when given a purpose the employee desires to strive to do more for the company because they feel that they are a valued part of the company.  They are able to feel that they make a difference, and are more likely to look … Continue reading Creating a purpose driven organisation, why does your company exist?

How to work with Us


We know that every small business is different and you will be looking for the right marketing resource. That is why we have come up with a number of ways to engage with us. Marketing Strategy workshop - for a small investment of $250 you can have a meeting and see if we are a good … Continue reading How to work with Us

“70 percent of the buying process is now complete by the time a prospect is ready to engage with sales.”


In Phil Fernandez's book Revenue Disruption and CEO of Marketo, Phil espouses with abundant product information available online—such as customer reviews, peer evaluations, independent analysis, social network referrals, user generated content and more—the vast majority of buyers begin their buy cycle in a search engine or online, effectively circumventing sales people, completing the majority of their … Continue reading “70 percent of the buying process is now complete by the time a prospect is ready to engage with sales.”

What is Customer Centric Marketing?


Customer-centric marketing is now becoming the new buzz word. I have been doing it for almost 20 years, but what actually is it? Is it a mindset, a business approach or system? A product-centric strategy (set your business model up to around the product or service you sell) is the model most companies on the … Continue reading What is Customer Centric Marketing?

Why do your customers choose you?


Why your customers by from you and not your competitors is a key strategic marketing question that is harder to answer than ever before.The  competitive landscape has changed and commoditisation of products and services has given rise to the focus on customer retention and differentiation based on the "how you provide a service or product".The … Continue reading Why do your customers choose you?

Kick start your business 2014


Is your business sucking the life out of you? What are your goals for 2014 as a small business owner? There is something about the comfort of an old t-shirt as p.js or a nice pair of warm socks that keeps you turning back for things of comfort. I guess the same can be said … Continue reading Kick start your business 2014

92% say their business needs to get more closely aligned to their customer


In a recent survey by Incite we can see the radical shift between consumers and brands. Brands are reacting to a three-fold change in their relationship with their customers. 1. Customers have more power than ever before. 2. Thus, their expectation as to what constitutes ‘acceptable interaction’ with your brand is changing. 3. Consumer ‘location’ … Continue reading 92% say their business needs to get more closely aligned to their customer

Customer Centricity as an Ecosystem


"Customer centricity is the ecosystem and operating model that enables a company to deliver a unique and distinctive customer experience." Doug Leather states in his book The Customer Centric Blueprint: Building and Leading the 21st Century Organisation. I had the pleasure of interviewing Doug this week. Like it or not, all customers are aware, vocal … Continue reading Customer Centricity as an Ecosystem