Dick Smith Store

Dick Smith Electronics – A Story of Deception, Intrigue and Inevitability

The ASX announcement made by Dick Smith Electronics in August 2015 “reported a second year of solid performance as the Company’s Growth Strategy continue(d) to resonate.” Combined with words like “Dick Smith’s balance sheet remains strong” and confident predictions of further sales growth and cost savings for an estimated 2016 […]

Customer Experience Design Brisbane and Gold Coast

What is a “customer experience”? Why does it matter so much all of a sudden? Why do “customer experiences” need designing and how? Isn’t great customer service the same thing? If one were talk about software or online user experience, everyone would immediately understand the concept. It’s not so much about whether […]

Customer Engagement 21 Triangles


What has gone wrong at Masters? – Strategic lessons for every business

Woolworths proudly describe Masters as “offering Australian consumers a retail experience they have never seen before”. The Australian Financial Review of July 6, 2015 talks about a 4 year capital investment of $2billion and accumulated losses of $600 million, as well as falling performance of the core supermarket chain business. […]