Leading the Conversation in Customer Experience

Explore our extensive insights, research, and practical advice designed to keep your business ahead of the curve.

Why critical thinking is important

At BrandHook, we have been at the forefront of exploring and understanding customer behaviour and contemporary culture for 18 years. Our extensive body of thought leadership includes pieces that we have presented at conferences, published in various media outlets, and produced as our own publications.

We believe it is crucial to stay ahead of the curve when it comes to brand experience and customer behaviour, and our insights have consistently placed us at the leading edge of this ever-evolving field. By continually analysing and sharing our findings, we help businesses remain agile and responsive to the changing needs and desires of their customers.

Our latest thinking

Commencing soon:
Coming soon to our YouTube channel is a series detailing what you shouldn’t do as you build your business. Pip details all her mistakes and fails when building Hearsay and shares these stories with other founders. Priceless information so you can learn what not to do.

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The emergence of the Entrepreneurial Consumer

In 2017 I wrote about an emerging customer type; coined the Entrepreneurial Consumer. Three key characteristics were emerging:

They were collaborating with the community
They were bartering to get their version of a better deal
So, they were solving their own product mix problems

Our recent quantitative study has confirmed this customer exists and what characteristics you need to look out for. Register here for our webinar.

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Click here to download Top 10 Fails when building your business and stay up to date with launch date of the video series.

Blogs

How do you know when it’s time to retire a brand? CMO magazine asked the key questions.

CMO magazine published this piece on February 27th 2020 and asked some brand experts (us included) their thoughts about how and when a brand should retire. When news of General Motors’ decision to ‘retire’ the iconic Australian Holden brand broke in early February, public outcry and a wave of nostalgia washed through the digital and..

Customers can teach the Board about their ethical obligations, you just got to get face to face.

As we continue to hear about customer failures from the Banking Royal Commission, those of us who work with customers every week and every month find it hard to understand how these problems could occur. Yes, governance and policies are key to ensuring that companies have the structures in place to manage customers correctly but...

We are looking for a Tech Lead

The team at BrandHook are building and launching a new platform called www.Hearsay.io and looking for a founding Tech Lead. Your role will be to work beside our Head of Product & Customer Experience to plan and build the next iterations of the product. The ideal person will be a software developer who has planned...

Big data does NOT drive a better customer experience

We all know that customer experience is the new battleground. There are lot’s of stats, studies and facts that say organisations that deliver a powerful customer experience are more profitable. But according to the latest American Express Global Customer Service Barometer, only 24% of Australian consumers believe organisations have been improving their level of customer...

Building a business in a 3 hour car trip. Is that agile marketing?

We were chatting to 3 teenage girls recently about their social media use. They had three hours in the car on their way to a family holiday and decided to start selling old clothes on Instagram. They opened an account, they posted pictures of clothes already in their phone, they designed a logo on Logo...

Case Study: Launching Strongbow Blossom Rosé Cider

The Task: Understand how to develop and launch a cider to get the attention of wine drinkers What our client said: “BrandHook’s approach of getting into people’s homes and talking about the concept amongst groups of friends, really got us to closer to the people we were developing this for. This gave us clear direction...

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