Independent The Core Agency has added additional
senior skills to its business with the launch of an upstream customer
experience offering, which is being led by former chief marketing
officer, Rob Kain.
The fast-growing Sydney agency is investing in
CX and digital specialists to meet the increasing demand from clients
that require greater strategic insight into the customer journey.
A CRM, loyalty and
brand specialist, Kain joins The Core Agency after spending the past
nine years in senior marketing roles, most recently as chief marketing
officer for the Anytime Fitness Group. Prior to that he was general
manager - marketing for Super Retail Group's Rebel and Amart businesses,
where he worked on their re-brands and developed omni-channel marketing
strategies for both. Prior to that he was general manager - marketing,
CRM and insight at the Specialty Fashion Group looking after the
Millers, Katie's and Autograph brands. He has also held management roles
in the UK using CX to drive results for brands including Citibank,
British Airways Diner's Club.
Says Jane Callister, managing director, The Core Agency: "There is far
too much waffle and buzzword bingo in the CX space, so when we met Rob
and heard his straightforward customer-first approach, it was a breath
of fresh air. He has a proven track record of creating customer
strategies and programs that deliver results. His skills live at the
intersection of brands, platforms and of course the customer. He is a
natural fit with our agency promise that 'a core idea can take a brand
anywhere'."
Some of the agency's existing clients including
Sydney Airport and Cook Islands Tourism are already benefiting from his
CX expertise.
Says Kain:
"Creating an emotional connection with your customers across multiple
channels has never been more important. Customer loyalty can be fickle
and people expect brands to engage with them, if they don't someone else
will. With the imminent launch of Amazon in Australia, this has never
been more important for many companies.
"Extending a
brand's core idea through CX is a natural extension of how The Core
Agency already works with its clients. Effective CX supports brands by
building strong and enduring emotional connections with customers, and
I'm delighted to be working with The Core Agency on delivering this for
our clients."