by Leonie McCarthy | Mar 26, 2017 | Customer Engagement, Processes
There we are, a group of loyal, crazy parents who stand on the riverbank cheering our girls (who claim to be unable to hear us from the boats). Rowing is a tough sport, it’s a team sport like no other and I’m not going to wax on about it because only rowers are...
by Leonie McCarthy | Mar 1, 2017 | Customer Engagement, Processes, Team & People
Understanding the motivation for a customer is not simple. This was made personal for me, in a conversation with my son this week. We have started using an ‘order online, deliver planned meals to your doorstep’ type service, and he was asking me if he could have some...
by Leonie McCarthy | Jan 20, 2017 | Customer Engagement, Processes
Last week at the Sydney Retail Tech meet up Max Ryerson (@MaxRyerson) shared with the group some of his research and insights on the future of retail. Some of the big trends that he has observed in his global consulting practice are indicating that more and more of...
by Leonie McCarthy | Jun 3, 2016 | Customer Engagement, Team & People
Target have a click & collect function on their web store and I find myself sometimes losing purpose when I go to their retail environment, so I decided to give it a go. The kids needed undies and I had seen a basket that it would be easier to just go and pick up...
by Leonie McCarthy | Oct 26, 2015 | Customer Engagement, Team & People
If you’ve ever watched the Gruen Transfer you would be familiar with the idea that if you have a product that is basically sugar, then the default marketing position is that you sell ‘happiness’. Mr Wonka knew that it was all about the experience and so too do the...