A Space to Think Project


I am customer centric marketer that has been working in the field of Marketing for 20 plus years. For the last 12 months I have been investigating the service design methodology and how this is intersecting with service marketing. I have interviewed thought leaders on my podcasts, read everything I could find about touchpoint mapping, personna's, … Continue reading A Space to Think Project

Are you making promises you can’t keep? Now you can’t hide.


Are you making promises you can't keep? Chances are you are and now you can't hide . There is so much pressure to deliver more than the competitor next door that it forces many small businesses to over commit and under deliver. When your service has become a commodity it is a pressure that is … Continue reading Are you making promises you can’t keep? Now you can’t hide.

Coles is listening to me, and won me back!


I must admit I am a bit of an Aldi shopper. Basically cos it is cheaper! A whole lot cheaper. I love Aussie Farmers and I do a bit of this too because I am so busy and it is convenient and supports local farmers which for me is important.  This weekend I was in … Continue reading Coles is listening to me, and won me back!

The Future of Marketing


I was asked the other day to explain the role of a marketing manager. It is a good question because it has changed so much over the past few years. I love this Gartner map that outlines all the areas that a marketer needs to be across today. Lets look at each section in turn. … Continue reading The Future of Marketing

Q:Are your customers smarter than you? A: more than likely.


Smart Customers, Stupid Companies is a must read book. It details how we now as customers have access to more information than ever before, we have a microphone to share it and we know before we enter a conversation with you ten other competitors who we can go to at a click of a button. … Continue reading Q:Are your customers smarter than you? A: more than likely.