In an era where customer expectations for exceptional service continue to rise, the pursuit of a winning customer experience (CX) has become imperative.
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Media Release – April 4th, 2024: Study finds human representatives crucial for excellent customer service – a growing trend since 2016.
With over one-third of Australian consumers having stopped purchasing from a company after a bad customer experience, the importance of prioritising customer experience for Australian businesses cannot be underestimated.
Media Release – April 4th, 2023: Research reveals that over one-third of Australian consumers have stopped purchasing from a business after a bad experience.
Preparations are well underway for Australian brands and retailers to capitalise on the upcoming holiday shopping season. As a key trading milestone – where Australians dig deep into their pockets to make Christmas purchases for their loved ones – brands and retailers are doing everything in their power to make the most of this festive retail period.
CPM Australia have recently partnered with Swinburne’s CXI Research Group to develop a white paper on how emerging digital technology is changing the way customer service is being delivered.
In conjunction with Swinburne University’s CXI Research Group, we recently held a breakfast seminar in Sydney & Melbourne on how brands can amplify their CX deliver.
September 14th 2018 – At last night’s 2018 Shop! Marketing at Retail Awards, Optus and Retail Safari were awarded the Gold prize “2018 Field Marketing Excellence Award”.
By Mike Hughes, Chief Executive Officer, CPM International Group
Last year we lost a client – something I am not used to, something I take personally and something that bothers me. Since then I have spent time reflecting on what went wrong and how we need to be better next time. Continue Reading…
It’s our business to know how to get your products into the hands of your customers. We’ve been doing it successfully for nearly two decades.
“Successful retailing is different now” says Nabih (Nabs) Awad, GM – Merchandising and Assisted Selling, in a recent Retail World magazine article. There is a widely held view in marketing circles that the more channels and touch points a consumer is exposed to, the greater the prospect of making a sale.
Retail World approached Lynne McKay, GM Retail Activation at Retail Safari to discuss the emerging key trends in the retail and sales industry for their Business Review – Sales & Distribution section.
‘A world class service that will empower any customer’ says John Ford from Microsoft International of the experience that Microsoft has promised to deliver at their new flagship store on Pitt Street in Sydney.
This week I attended the “Highlights from the ACRS World Retail Congress” where my time was well spent hearing about merging global trends and retail best practice.
This year’s theme centred on the idea of ‘Transforming retail today, tomorrow and beyond’ to survive in an age of disruption. Retail leaders – Dr. Sean Sands and Dr. Violet Lazarevic – thoughtfully took to the stage and shared their global perspective on these interruptions and trends affecting our industry. Their presentation included key findings from the Global Retail Index plus learnings from their attendance at the 2015 Congress in Rome.
In a situation of retail revolution rather than evolution, long-successful brands are battling to maintain relevance. Speaking in Melbourne at the ACRS Retail Insights Seminar –sponsored by CPM Australia – Dr. Sean Sands, Research Director at the Australian Centre for Retail Studies (ACRS), said retail disruption was a key concern for global brands today given the rapid and accelerating pace of change in the sales environment.
Providing perspectives on the challenges brands face in breaking through the marketing clutter to engage with consumers, key thought leaders united to share their insights regarding retail activation in the modern marketplace. Sponsored by CPM, the seminar took place in Melbourne over breakfast as part of the ACRS Retail Insights Seminar.
For many years, Brand Ambassadors have been a ubiquitous part of the shopping environment. Used as a standard in-store promotional tactic by grocery and non-grocery manufacturers alike, their traditional role has predominantly involved increasing brand awareness, as well as driving sales. However, in recent years we have been observing changes in the Australian market, which in turn has led to an increasing sophistication in the role of Brand Ambassadors. Continue Reading…
Retailers are discovering new ways to enrich their customer’s experience. Retailing is no longer about the product. It’s all about the emotional brand experience felt by the customer in-store – where engagement is at its strongest.
