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Dec 3, 2024 | 
jewellermagazine.com | Samuel Ord |Michael Hinshaw |Garry Grant |Laura Dawson
It would seem somewhat customary to sign off the December issue of Jeweller by echoing the familiar refrain of “It’s hard to believe another year has come and gone.”This time around, I’ll do no such thing. The past year has been long and demanding for many in the Australian jewellery industry, and I won’t pretend otherwise.
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Nov 27, 2024 | 
jewellermagazine.com | Denyse Drummond-Dunn |Rich Kizer |Georganne Bender |Michael Hinshaw
In the September issue of Jeweller, I covered the importance of word-of-mouth marketing for jewellery retailers and detailed the value of building trust with customers. In part two, our attention turns to the importance of distinctive products in a competitive environment, such as the jewellery industry. When it comes to distinctive products, for many, one brand immediately comes to mind: Apple. Steve Jobs succeeded in building a strong brand that people associated with innovative products.
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Nov 20, 2024 | 
customerthink.com | Michael Hinshaw
No matter how big your organization is or where you stand on the corporate ladder, successful leaders, managers, and entrepreneurs understand this basic truth: you must know how customers feel about your brand, and the impact of those feelings on business results. Measuring these isn’t just about gathering numbers; it’s about interpreting the story of your customer relationships, generating insights, and turning those insights into actions that drive growth.
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Oct 8, 2024 | 
customerthink.com | Michael Hinshaw
Why intentionally designing customer experiences is key to differentiating yourself from competitors and thriving in a customer-driven world. As customers’ expectations of experience continue to rise, brands are changing the ways they work to keep up…because they must. They’re working to keep up with their customers and ahead of their competitors, with experience leaders taking a systematic, customer-centered approach to design and innovation.
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Aug 2, 2024 | 
customerthink.com | Michael Hinshaw
Fundamentally, your brand is made up of the network of associations among your customers, employees, management, and other stakeholders, as well as the feelings and attitudes your brand evokes when they consider or interact with it. Your brand is what you stand for in the market, and it sets customer expectations for interactions with your firm. Customer experience is defined as how customers perceive their interactions with your brand.
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Jul 3, 2024 | 
customerthink.com | Michael Hinshaw
How improving employee experience boosts customer experience and business performance. Plus, it makes it more fun to work at your company. I’ve long been a promoter of focusing on employee experience for any brand that aspires to customer experience leadership. Today, that focus is more important than ever as changes in technology, innovation, customer and employee expectations, and competitive forces are rapidly accelerating. And these changes aren’t a sometime thing, they’re now a constant thing.
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Jun 12, 2024 | 
jewellermagazine.com | David Brown |Barry Urquhart |Alex Fetanat |Michael Hinshaw
There’s an old saying – ‘shirt sleeves to shirt sleeves in three generations.’It refers to the tendency for the first generation to build an empire, the second generation to maintain it, and the third generation to squander it. You may not feel like an empire builder, or perhaps you aren’t the first-generation owner of your business. However, chances are you want to see some legacy passed on to the next generation.
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Jun 12, 2024 | 
jewellermagazine.com | Michael Hinshaw |David Brown |Anastasia Lloyd-Wallis |Steven Van Belleghem
There are many reasons why businesses treat customers poorly. One of the most common and costly explanations – and the easiest to fix – is a lack of understanding of the customers. This gets at the core of two basic business questions that many businesses either don’t ask or don’t share effectively across the workforce. • Who is our customer? Knowing your customers means having a clear picture of who they are. This includes information such as age, income, expectations, and beliefs.
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Jun 12, 2024 | 
jewellermagazine.com | Barry Urquhart |Alex Fetanat |David Brown |Michael Hinshaw
Productivity shortfalls prevail with Artificial Intelligence (AI) applications. Investments in new AI hardware, systems and processes over the past 48 months have exceeded outlays for enhancing and introducing internal and external resources for the optimal use of that capacity.
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Jun 12, 2024 | 
jewellermagazine.com | Anastasia Lloyd-Wallis |Michael Hinshaw |Barry Urquhart |David Brown
There’s been a significant shift in the focus of loyalty in the retail sector. Customers want to create an emotional connection with a business. They want to interact with brands, to be ‘part of the tribe and part of the team’. In essence, they’re becoming brand advocates. What does this mean for you as a retailer? How do you build that emotional connection with your customers and get them to be your loyal advocates? Let’s start by looking at what loyalty means to customers. What are they looking for?
