I recently had the privilege of being interviewed by Irene McConnell about transformational leadership and my experiences leading teams across Australia and Southeast Asia. The conversation delved into the critical…
Blog
The Boomer Consumer Paradox: High Spending Power, Low Marketing Attention
Having worked in retail measurement, consumer research and media measurement for more than 25 years in Australia and South East Asia, I have a solid understanding of the what and…
Rethinking Elevator Button Design: Simple Solutions for Better User Experience
Taking elevator design to the next level. I’m convinced I can’t be the only one who sees this as a problem and it is one that is so incredibly simple…
Simple Yet Overlooked: How Better Design Can Transform Customer Experience
Sometimes the simplest ideas seem to escape us? Why is that? Personally, I think it’s a matter of time more than anything. I think intentions are noble, but the pace…
Customer Experience vs User Experience: Understanding the Critical Differences
Customer Experience and User Experience. What makes a good experience for a customer? Is it ease to transact, speed, intuitive process, comfort, innovation? The truth is that it’s not a…
Local Cafes as Community Hubs: The Return of Neighborhood Connection
Retailers as Community Hubs As bricks and mortar retailers strive to maintain relevance, I’m today reminded of their importance as hubs of the community. Years ago, I recall accompanying my…
The Comfort of Nostalgia: How School Reunions Connect Us to Our Authentic Selves
I’ve had my fair fill of nostalgia over this past week, and I was amazed at the comfort it brings. That familiarity is a little difficult to articulate. I attended…
Why Ignoring Boomer Consumers is a Major Marketing Mistake in 2025
I had a fantastic week last week connecting with a great bunch of consumers face to face. Data is great and it fuels our marketing and product decisions but there…
Packaging Innovation: 5 Essential Tips for Online vs Retail Success
I’ve talked about my love of package innovation before, and I might be a bit presumptuous in assuming that everyone else feels the same way but come on – check…
NPS Surveys: Are We Asking the Wrong Questions About Customer Loyalty?
Listening to the Voice of the Customer – are we asking the right questions with Net Promotor Score/ what are we really measuring? I wanted to follow up on a…