The Commonwealth Banks recent variable rate increase that was almost double the Reserve Bank’s official increase with the ensuing media coverage, political scrutiny and obvious brand damage made me ponder. Why does this happen? Add to this the massive profit announcement made by the 4 major Australian banks recently. Are organisations not aware of the [...]
Everyone knows that customer loyalty and WOM is important, so why do another loyalty study? We wanted to find out for ourselves the importance customer loyalty and WOM has, specific to Australia. By doing this we could find out how Australian brands performed relative to their domestic competitors and to their American counterparts. We wanted [...]
When I was first invited to do a guest lecture at the University of Queensland Supply Chain Corporate Education Course. I was a bit perplexed. I normally lecture on customer experience, consumer behaviour, importance of WOM, strategic marketing, branding etc. What does all this have to do with supply chain management? In my mind supply chain [...]
