| CASE STUDY |

Cheers to Success: How Coles Liquor Crafts Long-Term Customer Connections 

• Problem: Coles Liquor grappled with the challenge of establishing enduring connections with customers for new products in an inflationary environment, while navigating obstacles, competition and the complex landscape of multiple retailers and suppliers. 
• Action: Coles Liquor strategically addressed this challenge by innovatively crafting a comprehensive marketing mix, actively engaging with customers and collaborating closely with retailers and suppliers to create a seamless experience for consumers. 
• Outcome: Insight into how this initiative built long-term connections, fostered loyalty, and successfully navigating the intricacies of a competitive and inflationary landscape. 

| KEYNOTE |

Building trust in government services and departments through exceptional customer experiences 

• Preparing your organisation to keep up with the external pace of change by creating a sustainable change and transformation culture  
• Developing strategies to listen and engage with the communities that you serve to tailor your messaging and services 
• Developing citizen-centric experiences that are simple and reliable to increase citizen’s faith in your department’s competence  

Greg Curcio, Director Customer and Performance, Knox City Council