Research report

The Unspoken Customer. What they won't tell you, but told us.

Our research into what Australians expect from brands after their first purchase, and where they are not being heard. A comprehensive survey among 2,506 Australian consumers on incentives, rewards, marketing communications, brand trust and customer recognition.

• 77%believe new customers receive better incentives than loyal customers
• 55%don't believe they are rewarded for their loyalty
• 51%did not receive any communication after their first purchase, even though they shared their contact details
• 82%could be tempted by a competitor

• How customers feel about incentives, rewards and recognition
• Where marketing communications are pushy, too frequent or irrelevant
• Why 64% of customers stay loyal to brands without a loyalty program
• What authentic communication looks like after the first purchase

eBook

A 10 minute customer growth game plan. 5 ways to grow sales without finding new customers.

Looking to the year ahead, the objective that will be on every brand's business agenda is growth, and by focusing on customer growth (that is growing the ongoing value of your existing customers), profits will also grow.

Our team of Customologists have created this customer retention and growth game plan which contains 5 critical actions which will have a significant impact on your brand. We've looked at each of these through the lens of the senior management team and marketing professionals and created action lists for both, to help you keep each other honest.

eBook

How to grow your business by influencing customer behaviour.

What happens when you acquire a new customer? Are they simply added to your database and communicated with the same message, at the same time as every other customer? Many brands miss the opportunity to continue a genuine conversation with the customer.

In this eBook, we cover the customer lifecycle, how to target the right customers to grow your business, how to harness the power of customer data, the moneymoon period and the path to re-purchase, and how we help brands turn transactions into customers for life.