In the ‘Age of the Customer’ more organisations are recognising the need to build customer-centric businesses. What does this mean, and what mistakes should retailers avoid making?
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Damian is the founder and head of experience at Proto Partners. He believes that branding is the promise you make; customer experience is the promise you keep. To help Australian organisations keep more of their brand promises, he launched Proto Partners in 2008, pioneering the introduction of Service Design to Australian business. Clients have included Optus, Westpac, AMP, Gumtree, News Limited. Damian is also the founder of Service Design Australia and has been a member of the judging panel for both the International Service Design awards and the Australian Design Awards.