Michael Barnard
Michael oversees a team of Customologists with combined talent across strategy, data science, and technology, who help brands understand and influence customer behaviours. Michael’s experience in human centred design is foundational in our principles of design thinking and starting with the customer, focusing on how brands engage, keep, and grow customers.
Loyalty programs are great initiatives – when done well. We see many that simply don’t add value to the customer, and certainly not the brand....
When you stop and think about it, there are countless ways we measure to prove ROI and the value of marketing. But at the...
Winning new customers is such a rewarding feeling. It’s a metric that’s consistently tracked and measured across every campaign or marketing initiative. What doesn’t...
Hello 2021, good riddance 2020! If only it were that simple. The reality is that much will remain the same - market uncertainty, continuous...
I don’t know about you, but I have received countless emails in the last week from brands announcing how they are responding to and...
As a franchisor, it’s your responsibility to drive and execute a sustainable marketing strategy across your franchisee network. There are many challenges and frustrations...
It’s not acquiring data that is proving challenging for organisations, in fact the opposite is true. Businesses often feel overwhelmed with data and have...
At the start of 2020 many brands will be reviewing their customer growth strategies. Customer expectations have changed dramatically in recent years with the...
Many retailers offer endless marketing offers and promotions to try and bring customers back in store or online. Every week, there appears to be...
Gartner predicts that 80% of your future profits will come from 20% of your existing customer base. So basically – you need to look...
In retail, it’s not uncommon for in-store and digital revenues to be kept entirely separate. Often, these channels are managed by two separate teams...
By 2020, customer experience is expected to overtake both price and product as a key brand differentiator. Not all customers are equal, there is...
Most brands ask their customers for feedback, typically via email with a couple of basic questions, predominantly to capture an NPS score. We’ve already...
Apps are part of our day-to-day lives, we use them to communicate, manage our banking, order our food and transport, order products and services....
Loyal customers - something every brand wants more of…...especially in today’s competitive market. It takes a lot of time and effort to acquire a...
Each year, professional marketers undertake a marketing planning process, which involves a great deal of strategy in determining the best way to meet the...
Customer expectations are increasing day by day. Meeting these expectations is becoming challenging for today’s brands. They are struggling to keep pace with the...
Recent reports state that in order to drive customer loyalty, brands must have a loyalty program in place. I disagree! Don’t get me wrong,...
Customer experience (CX) is not a new concept, yet it’s quite a buzzword at the moment. There is a misunderstanding that lurks behind the...
The digital revolution, often referred to as the third industrial revolution, implies the change from analog mechanical technology to digital technology. At the heart of...