consumer understanding

customer acquisition

The cost of focussing on customer acquisition

Our Managing Director, Rachel Bevans, analyses a recent experience to consider the cost of focusing on customer acquisition without a balanced approach to retention. The scenario You’re a loyal customer of 10 years with a monthly subscription service, costing $102 a month. You go to login to your account and see exactly the same package […]

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Alignment

Mind the gap: when people, brand and business are disconnected

Our Managing Director, Rachel Bevans, gathers insights from latest research to understand the relationship between trust and alignment. Trust in brands is low A recent study by Havas found that only 39% of brands are seen as trustworthy, with 71% of consumers having little faith that brands will deliver on their promises. These findings highlight

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CareFlight: Building brand reputation and trust

The Healthy Brand Company worked with CareFlight delivering research and strategy to align employees, community donors, business and government customers, building brand reputation and trust. This case study was written for First5000 in conjunction with Fiona Jackson, Head of Media, Communications and Marketing for CareFlight. Background Like most not-for-profits and many medium sized organisations, CareFlight

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The Future is Bright for Business and Brands: Optimism makes life better

Part 4 of 4 on the importance of optimism in building brands and business, written for and appearing first in First 5000, the professional network for Australian mid-sized businesses.  When times are tough, businesses and brands can drive optimism by: helping people feel better about themselves and their lives; and helping people feel better about

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optimism lens

The Future is Bright for Business and Brands: Through the Lens of Optimism

Part 3 of 3 on the importance of optimism in building brands and business, written for and appearing first in First 5000, the professional network for Australian mid-sized businesses.  Look at your business and brand through the lens of optimism Working with Mid-sized Businesses and the larger end of Small Businesses, I understand that the

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Optimism

The Future is Bright for Business and Brands: Optimism Drives Long-term Value

Part 1 of 3 in “The Future is Bright for Business and Brands”, a thought piece for First 5000 on the importance of optimism in building business and brands.  Optimism Drives Long-term Value   With communities, the environment and the economy all negatively impacted by recent events, the outlook to the start of 2020 in

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10 themes driving brands and business into 2020 and beyond

Reset: 10 Themes Driving Brands & Business into the Next Decade

2020 is the dawn of a new decade. Rachel Bevans explores the top ten themes driving brands and business from the last decade into the next one. Written for First 5000 Introduction For many, 2019 has been in limbo. There have been organisation shake-ups, projects stalling and brands standing up for what they believe in,

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I want to hug the brand, not the campaign or the experience

If you’ve been listening over the last few months/years, you’ll likely have noticed my increasing frustration at the state of marketing and influencers trying to carve their niche. I don’t understand why people keep battling brand vs CX (customer experience) when CX is part of brand; why marketing has swayed back to being about a

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Reasons why and ways how to talk to people vs relying solely on data

Whether its to develop your instinct beyond the numbers, joint he numbers or add a visual image to the numbers, talking to your customers and employees is invaluable to build your brand, communications and experiences.  We shared our reasons why and ways how to talk to customers and employees versus relying solely on data. http://www.first5000.com.au/blog/time-talk-rather-relying-data/

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How good is your promise?

We build brand promises that people want to keep.  What do we mean by this?  For marketing and advertising to be most effective, employees and customers need to know what your brand stands for, and be aligned to your brand. This ‘promise’ is what employees and customers expect your brand to deliver consistently across every

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