The Cost of Poor Customer Experience

The State of CX in Australia Research Report
 

Media Release – April 4th, 2023: Research reveals that over one-third of Australian consumers have stopped purchasing from a business after a bad experience.

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CPM & Swinburne partnership offers practical learning

CPM Australia Retail Merchandising
 

CPM Australia has partnered with Swinburne University of Technology to offer rich industry-based learning opportunities to Master of Marketing students studying Services Marketing and Customer Management.

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2021 Christmas Shopping Intentions Outlook

 

2020 saw unprecedented disruptions to shopping and consumption patterns. For Christmas, Australians found new ways to find and buy gifts for loved ones by embracing online shopping to keep the spirit of the season alive. 

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Humanising the Online Shopping Experience: Virtual Product Advisors

CPM Australia Virtual Product Advisor
 

With COVID-induced limitations around shopping, most Australians have become comfortable with the concept of moving seamlessly between physical and online channels for their shopping experience. Retail has responded by blurring the lines between physical and online stores, so they are not viewed in isolation anymore – the hybridisation of retail. This looks to be a change that is here to stay.

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Amplifying Your CX Delivery: Wrap-up

CXI-Inspiration-Series-2018

Customer experience is the new battleground for consumer-facing brands across Australia. Last week, in conjunction with Swinburne University’s CXI Research Group, we held a breakfast seminar in Sydney & Melbourne on how brands can amplify their CX delivery.

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Leading Merchandising as Something Bigger

CPM Australia Sales Merchandising

By Andrew Potter, Managing Director, CPM & Retail Safari

As a business who has been deploying merchandising services on behalf of national and multi-national clients for over 20 years, we’re always trying to challenge the status quo and ensure we are leading best practice. Continue Reading…

New FleishmanHillard & CPM Australia partnership

CPM Australia Customer Service

We are pleased to announce that we have partnered with public relations agency FleishmanHillard to support their new data-breach management offering. This involves helping current and future clients manage the new mandatory data breach notification scheme in Australia. CPM Australia’s contact centre will assist FleishmanHillard with our crisis hotline centres. Continue Reading…

Australians’ tolerance for poor customer service is lower than ever

The State of Customer Service in Australia - CPM Aus & ACRS

Today’s consumers are faced with more choices than ever when considering how they want to reach a brand. They’re more digitally connected, socially networked and better informed than ever before.

Consumers are saying it’s still so hard to navigate and resolve customer service issues. These growing number of touch-points has had the negative effect of widening the gap between brands and consumers.

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CPM Australia embracing change

CPM Australia New Logo

CPM Australia is in the business of people. Our people set us apart from the competition.

We hire people who are passionate about their work and the brands they represent and know how to apply intelligent, creative thinking to every opportunity.

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