In a world where the media regularly outs companies for their troublesome exploits, the game of brand survival has changed. Businesses that try to rip customers off risk being slammed across multiple social and traditional media platforms. In order to strengthen brand identity and prevent reputational ruin, a new phenomenon has emerged: the ‘thank-you economy’...

Back when MySpace was the go-to social media site and Facebook was still in its early years, many questioned if social media was a trend with staying power. Fast forward a few decades and there are billions of daily users across too many social platforms to count...

We live in a world where every brand is struggling to get its message across. But take a moment to think of the most iconic brands you know, Coca Cola, Apple and BMW for example, do you know what their value proposition is? Do you know what they stand for? It’s highly likely you said yes...

If you’re finding it hard to get people to sign up for your service or buy your product, just imagine how hard it is to convince people to get pricked by a needle and drained of (some of) their blood. And convincing them to do it once isn’t enough – you have to convince them to keep coming back...

We see it all too often: loud, repetitive and information-packed advertising that essentially attempts to bully you into buying a product or service. The final result is ads that not only put your teeth on edge, but more importantly, simply don’t work...

Prestige marketing is linked to the idea of prestige pricing, which relies on simple consumer psychology. Studies show that customers assume when a product comes at a high price, it is higher quality than cheaper alternatives: think Birkin bags and BMWs...

We’ve all heard the classic customer service adage: the customer is always right. But if only attracting and keeping customers was that simple! In today’s world, customer experience (CX) has become a complex system of data, websites, social media, five-star reviews, engagement levels and much more...

Readers are confronted with an avalanche of news sources, from online publications like HuffPost and Google News to traditional radio broadcasts...

First it was the GFC, now it’s the BRC (Banking Royal Commission)! Big banks are well adjusted to the world of reputational crises, but what will it actually take for customers to jump ship?

In a world of fake news, personal data storage and product placement in our favourite Netflix shows, it’s easy to understand why consumer trust is becoming an ever-increasing concern for business owners.