The customer decision making process has changed dramatically in recent years. There are now many more influential factors which brands need to be aware of. Customers have more power than ever before. They can now take time to fully research a product before purchasing. This research...
Leading laser, skin care and cosmetic specialists, Laser Clinics Australia (LCA), have engaged customer lifecycle management specialists, Customology, to help them better understand, keep and grow their customers. Since launching in 2008, LCA have achieved significant growth, providing treatments to over a million customers across Australia....
Customer experience (CX) is not a new concept, yet it’s quite a buzzword at the moment. There is a misunderstanding that lurks behind the meaning of CX, and how it differs from customer service. You’d be surprised at how many people are unclear on the...
The digital revolution, often referred to as the third industrial revolution, implies the change from analog mechanical technology to digital technology. At the heart of the digital revolution is the customer. Digital technologies are radically changing the way we live our day-to-day lives, especially the ways...
Customology's Head of Growth, Michael Woodruff recently presented at the Franchise Advisory Centre’s Management Forum in Brisbane. Michael's presentation included valuable insights on: The difference between a customer program and a loyalty program, and the value of each to a franchisor. How understanding customer behaviour can...