customer engagement

Small Acts Matter

How we serve we serve matters. Our smallest acts have the power to make the biggest difference.

How much is an avocado worth? The answer is, it depends. It depends on the season, the stock levels, how much the customer wants it and the context in which they are buying or consuming it. Buy an avocado from the market, and it might be as little as $2.50. Mash it up, serve it…

On The Face Of It

By Bernadette | |

Our neighbours are selling their house. The selling agent said if they want to get the best price, they should give it a lick of paint. And so the decorators are outside today painting the railings. There’s no doubt that a fresh coat of paint will brighten the place up ready for auction day. But…

Marketing Advice

By Bernadette | |

We’re on our way to buy that forgotten pint of milk late one weekday evening when we spot a brand new restaurant. So, we stop to take a look at the menu in the window. Inside the place is deserted, apart from two smiling waitresses, stationed behind the double glass doors and one anxious owner…

Words And Deeds

By Bernadette | |

When we moved to our neighbourhood, the independent organic grocer was a community hub. The sales staff knew locals by name. The fruit and vegetables were plentiful and fresh. And customers were offered food tastings every day. And then bit by bit things started to change. The owner opened a store in a neighbouring suburb,…

If You Want To Be Noticed, Start Noticing

By Bernadette | |

We’re always looking for ways to get our customers to notice us. We spend time thinking about what new marketing channels we could explore. We work on strategies to get us more exposure. We test tactics that might improve our reach. What would happen if we shifted some of our energy to noticing our customers?…

A Word About Product Market Fit

By Bernadette | |

Successful businesses do great work for good customers.

What Stories Are You Forgetting To Tell?

By Bernadette | |

Often our best stories are the ones that seem insignificant to us. We take the things we do well for granted. We forget that what’s simple to us might be insightful for others. We become accustomed to doing the work without celebrating or showing the results. And that’s a problem. If we don’t articulate and…

Your Company Needs A Strong Strategic Narrative

By Bernadette | |

A strong strategic narrative enables us to prioritise the opportunities, plans and behaviours that align our vision and values with our customer’s unmet needs.