Michael Barnard
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.
Using the Voice of the Customer to capture much more than an NPS score
When we use the term Voice of the Customer (VoC), most people will automatically think of Net Promoter Score (NPS) or some form of...
What is a customer loyalty program?
Wikipedia’s definition of a loyalty program is: ‘Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at...
Want to increase company growth? You need to grow your customer lifetime value, not your database.
You’d be surprised how many marketers are tasked with the number one objective of increasing the volume of subscribers/likes/followers - rather than focusing on...
How to create loyalty when customers hate buying your product
There are many purchases we put off. Let’s face it, there is nothing sexy or exciting about organising home insurance, getting your car serviced...
Are you preventing business growth by giving your competitors an opportunity to take your customers?
Many brands spend the majority of their efforts focusing on trying to acquire new customers. First, let’s remind ourselves of the impact this one...
Customer lifecycle management – why marketing automation platforms only provide part of the solution
In today’s digital world - marketing teams are adopting the shiniest new technologies in expectation they will automatically create the best results. However, no...
Why aren’t my customers coming back? Thinking beyond path to purchase!
Surely every customer has the potential to become a customer for life? It depends on how you found them in the first place. Many...
How to take advantage of the ‘moneymoon’ period to drive customer loyalty
Congratulations, your latest campaign was a success – you’ve attracted new customers. It’s a coup for the business, you receive a pat on the...