News & Insights

Has your brand’s communications strategy adapted for COVID-19?

Marketing planning is an ongoing task, however when brands prepare their strategy for the start of the calendar or financial year – the majority of activities will almost certainly take place, with a few exceptions in which the brand responds/reacts to market conditions and events. …

PRESS RELEASE: Customology launches expanded partnership with Shopify

Customer lifecycle management specialists, Customology has launched a new offering for brands who are using the market leading eCommerce platform, Shopify. Customology has integrated Shopify into their Customer.AI Platform which leverages customer and transactional data from Shopify to activate, retain, and grow customers. The integration…

COVID-19: 10 ways to maximise sales and maintain customer confidence

I don’t know about you, but I have received countless emails in the last week from brands announcing how they are responding to and preparing for Coronavirus COVID-19. They all pretty much repeat the same information, how they are keeping their premises clean, adhering to…

PRESS RELEASE: Chatime engage Customology to help them drive Loyal-Tea

Australia’s most innovative Iced Bubble Tea franchise outlet, Chatime has engaged customer lifecycle management specialists Customology to help them increase customer retention, grow customer value, and ‘Loyal-Tea’. Chatime originated in Taiwan in 2003, and opened their first Australian T-Brewery in 2009. Since then, the brand…

Salesforce, a waste of time and money?

I recently read an article in which former McDonald’s CMO, Mark Lollback admitted that investing $3m in Salesforce was the biggest regret of his career¹. What a brave admission, but it really got me thinking – how many others have had similar experiences with marketing…

How to get your customers to spend more with your brand

It’s a known fact that it costs a lot less to keep an existing customer happy than it does to acquire a new customer. Customer retention is fundamental to growth and whilst it’s fantastic having a loyal customer base, it’s even more fantastic when they…

PRESS RELEASE: Fintech start-up Sniip puts customers first by partnering with Customology

Australia’s first bank-agnostic bill payments app Sniip has engaged customer lifecycle management specialists Customology, to help them nurture and grow the value of their customers, whilst demonstrating the full benefits of using Sniip to their customers. Sniip is a free mobile app that lets customers…

Aligning the franchisee, employee and customer experience

Customer experience (CX) is at the top of every boardroom agenda. And rightly so, but equally (if not more) important is the employee experience (EX). It’s proven that CX and EX are inextricably aligned – engaged employees deliver far superior customer experiences. The world’s leading…

What’s the true cost of an unsubscribe?

Remember that loyal customers spend more AND they bring their friends back with them. Therefore the true cost of an unsubscribe is not just future spend from that customer, but also potential spend from many others.  Email marketing remains one of the most effective ways…

Is your marketing strategy targeting the right customers with the wrong incentives?

Acquiring a new customer is just the start. It’s how you respond to them post purchase that will determine their loyalty to your brand. When a customer purchases from you again and again, the data captured gives a powerful insight into the customers purchase and…

Uber’s found a way to reward themselves, not their customers

Uber Rewards is coming to Australia. The brand recently announced the launch of their inaugural loyalty program. Available from early 2020 (with some very loyal customers already having access). The multinational ride-hailing brand originally launched in 2009 and now operates out of 63 countries¹. This…

5 ways to increase customer retention in 2020

At the start of 2020 many brands will be reviewing their customer growth strategies. Customer expectations have changed dramatically in recent years with the competition continuing to up the game. 2020 will be no different. The challenge for many is keeping up with your customers…

PRESS RELEASE: Price Attack invest in customer growth and retention by partnering with Customology

The journey to great hair just got personal with Price Attack engaging customer lifecycle management specialists Customology, to help them grow customer lifetime value and retention.  Operating for over 30 years, with over 65 stores nationwide, Price Attack is one of Australia’s largest and most…

Why are your customers unsubscribing?

Email marketing is one of (if not) the most effective ways to reach your customers, and often sits at the heart of marketing communications strategies. What does your comms strategy look like? Do you segment your customers and target them differently based on their position…

How to get franchisees loving your customer program

As a franchisor, it’s your responsibility to drive and execute a sustainable marketing strategy across your franchisee network. There are many challenges and frustrations actually making this work in practice, such as getting the support and buy-in from your franchisee owners and unaligned marketing messages…

WEBINAR: How to grow sales without growing customer numbers

Business is tough and some franchise networks are at the crossroads, unsure which path will lead them to success. While a common franchisor mindset is to try and achieve revenue growth by encouraging franchisees to win more customers, a known fact is that 80% of…

How to make the most out of your customer data

It’s not acquiring data that is proving challenging for organisations, in fact the opposite is true. Businesses often feel overwhelmed with data and have so much of it that they just don’t know where to start, investing in technologies to help them – which often…

INFOGRAPHIC: The value of customer retention

Many brands focus too much of their time and precious budget on customer acquisition, when the real growth opportunity is actually customer retention. The stats within this infographic highlight the importance of looking after your existing customers. Subscribe to receive our latest insights  

Are you always on sale when you don’t need to be?

Many retailers offer endless marketing offers and promotions to try and bring customers back in store or online. Every week, there appears to be some form of sale on, no matter where you go – big red sale signs plastered all over the shop windows,…

5 misconceptions about customer loyalty programs

Gartner predicts that 80% of your future profits will come from 20% of your existing customer base. So basically – you need to look after your existing customers. Many brands are investing heavily in customer loyalty programs, designed to not only generate loyalty, but increase…

Is your digital strategy actually driving in-store sales?

In retail, it’s not uncommon for in-store and digital revenues to be kept entirely separate. Often, these channels are managed by two separate teams and customers will also be on completely separate journeys. Brands today are faced with the challenge of offering a ‘seamless bricks…

Customer strategy: The ROI of marketing personalisation

By 2020, customer experience is expected to overtake both price and product as a key brand differentiator. Not all customers are equal, there is no ‘single experience’ that meets everyone’s needs. Every customer is different, and they respond in different ways. Personalisation is by no…

How to collect NPS and Voice of the Customer data without annoying the customer

Most brands ask their customers for feedback, typically via email with a couple of basic questions, predominantly to capture an NPS score. We’ve already touched on how brands can use the Voice of the Customer to capture much more than just an NPS score. But…

Customer experience: effectively integrating an App within your loyalty program

Apps are part of our day-to-day lives, we use them to communicate, manage our banking, order our food and transport, order products and services. It’s no surprise that brands are integrating Apps into their existing loyalty program as a way to reach and target their…

What’s the best mechanism for driving customer loyalty for your business?

Loyal customers – something every brand wants more of……especially in today’s competitive market. It takes a lot of time and effort to acquire a new customer, yet some brands become perplexed when it comes to customer retention strategies.  Once the path to purchase journey is…

Why you should align the marketing planning process to the customer lifecycle

Each year, professional marketers undertake a marketing planning process, which involves a great deal of strategy in determining the best way to meet the brand’s overall business objectives. It’s quite common for marketing objectives to be aligned to acquisition growth, such as; win x% of…

Customer strategy: Is collaboration the new point of differentiation?

Customer expectations are increasing day by day. Meeting these expectations is becoming challenging for today’s brands. They are struggling to keep pace with the increasing growth of innovation. How do they stay ahead of the customer? how often should they be re-evaluating their capabilities, value…

CASE STUDY: Bridgestone Australia

THE CHALLENGE: Bridgestone Australia wanted to grow customer retention and spend in their retail store network by redesigning their customer ‘Tyre Maintenance Program’. Their existing program contacted customers via direct mail, advising them to visit a store for a tyre check. Appointments were generally made…

SPEAKING ENGAGEMENT: ALA Customer Engagement and Loyalty Conference

Customology’s General Manager, Michael Barnard recently presented at the Australian Loyalty Association’s Customer Engagement and Loyalty Conference in Melbourne. Michael presented to hundreds of loyalty professionals at the ALA Loyalty Conference in Melbourne joining the likes of Flybuys, MasterCard, Total Tools and Metcash to name…

Growing customer loyalty without a loyalty program

Recent reports state that in order to drive customer loyalty, brands must have a loyalty program in place. We disagree!  Don’t get me wrong, we think some loyalty programs are fantastic. As long as they have a clear purpose, a strong strategy behind them and…

Customer decision making – The science behind the buying process

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…

PRESS RELEASE: Laser Clinics Australia invest in customer growth by partnering with Customology

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…

What’s the difference? Customer service vs customer experience

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…

Humanising the digital experience to drive customer loyalty

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…

SPEAKING ENGAGEMENT: Franchise Management Forum

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…

What is a customer loyalty program?

Wikipedia’s definition of a loyalty program is: ‘Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program.’ If you were a customer about to sign your details up…

SPEAKING ENGAGEMENT: Networx Brisbane – Customer Journey

Our co-founder Mark James recently joined the Network Brisbane panel, sharing his thoughts on customer journeys. Fellow panel members included Michael Joo, General Manager at Datarati and Suzanne Carr, Customer Strategy Director at Customer Frame. Mark focused on the retention stage of the journey, revealing…

SPEAKING ENGAGEMENT: ADMA Breakfast Guru, Data-Driven Marketing Techniques

Customology’s Co-founder Mark James presented to 80+ marketing professionals at the ADMA Breakfast Guru event on data-driven marketing techniques in Brisbane. The Iconic’s CMO, Alexander Meyer also presented at the event. During his presentation, Mark shared techniques on how to effectively measure behavioural trends and…

The rise of the digital wallet and the potential impact on your customer lifetime value

Many people make the assumption that a digital wallet is predominantly a solution for making transactional payments. Yes, they do have that capability…..but they also have many many more! A digital wallet is exactly what it says it is – a digital version of your…

SPEAKING ENGAGEMENT: Franchise Relationship Institute – Franchisor Excellence Masterclass

As recently announced, Customology are 2019 Program Partners of the Franchise Relationships Institute. We were delighted to present at their recent Franchisor Excellence Masterclass in Melbourne. Attended by over 50 franchisor leaders, Customology shared our tips for success on how to create customers for life…

Using the Voice of the Customer to capture much more than an NPS score

When we use the term Voice of the Customer (VoC), most people will automatically think of Net Promoter Score (NPS) or some form of customer satisfaction measurement tool. VoC actually refers to the way a brand captures customer feedback, and how they analyse and interpret…

Want to increase company growth? You need to grow your customer lifetime value, not your database!

You’d be surprised how many marketers are tasked with the number one objective of increasing the volume of subscribers/likes/followers – rather than focusing on the actual customer value. A brand may have a million customers signed up to their database, but if only a small…

SPEAKING ENGAGEMENT: Purposeful CX How to measure the impact of customer centric practices

Customology’s GM Michael Barnard presented to a room full of CX and marketing professionals at the recent Purposeful CX event on measuring the impact of customer centric practices. During his presentation, Michael shared techniques on how to effectively measure behavioural trends and insights from customer…

How to create loyalty when customers hate buying your product

There are many purchases we put off. Let’s face it, there is nothing sexy or exciting about organising home insurance, booking a dentist appointment or getting your car serviced – I could go on with this list, but you understand my point. Let’s think about…

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...