News & Insights

Customers are still spending, so why are retailers failing?

Customer spending in Australia increased to 261905 AUD million in the last quarter of 2018, and has actually continued to rise since 2016¹, and yet we continue to learn of another retailer closing its doors and entering into administration. Australian Consumer Spend source: tradingeconomics.com Last…

Are you preventing business growth by giving your competitors an opportunity to take your customers?

Our recent article highlighted that many brands spend the majority of their efforts focusing on trying to acquire new customers. First, let’s remind ourselves of the impact this one dimensional strategy can have. Acquiring a new customer can cost anything between 5 to 25 times…

Customer lifecycle management – why marketing automation platforms only provide part of the solution

In today’s digital world – there is drive for marketing teams to adopt the shiniest new technologies in expectation they will automatically create the best results. However, no matter how good the technology is – it won’t influence customers by itself. The number one pain…

Why aren’t my customers coming back? Thinking beyond path to purchase

Surely every customer has the potential to become a customer for life? It depends on how you found them in the first place. Many brands are grappling with the evolution of customer behaviour and rising expectations, losing margin by being trapped in a price war…

How to take advantage of the ‘moneymoon’ period to drive customer loyalty

Congratulations, your latest campaign was a success – you’ve attracted new customers. It’s a coup for the business, you receive a pat on the back, job well done….and then what? Probably onto the next sales campaign, yes? 82% of companies agree that retention is in…

How big would your business be if you kept every customer you ever had?

Losing customers costs a brand in more ways than direct revenue. Sunk costs spent on acquisition that will never be recovered. Overall profits decrease for every lost customer Without retention, sustaining a business is nearly impossible. Each of these costs is significant on its own,…

Why your customer comes first, not technology – the importance of understanding customer behaviour

We’re drawn to the shiny new thing, the latest tech and software which promises to solve our current problems. We look to the success another brand has had in applying the innovation to their market and think ‘we just need one of those’. There’s a…

What is customer loyalty? and which programs/tools can help you influence it?

So, you’ve done all the heavy lifting and got your customer in the door. You’ve welcomed them in, and treated them to outstanding service and provided them with a fantastic products. But now the question that faces you is: How do you get them to…

Can you speak customer data? using data to drive customer behaviour

Stating we live in the age of data is like saying water is wet – we all know this. Customers are increasingly providing brands with data about themselves without any hesitation but there is still a large problem with many brands not using this freely…

APP2017 ‘Customers For Life’ Session – Mark James Presentation

Our Co-Founder and Chief Customologist, Mark James took the stage to share his secrets on ‘creating customers for life’ at the 2017 Australian Pharmacy Conference held at the Gold Coast Convention and Exhibition Centre. Listen to…