The best companies are the ones that make it incredibly easy, and delightful, to do business with. It’s seamless, frictionless, intuitive. It’s not just a better experience, they’re actually disrupting our very notion of what consumers should be able to expect from companies. You see, Aussies and Kiwis are a hard bunch to please - we have some of the highest customer experience expectations in the world. And luckily for us, our homegrown businesses know this. This season on HubSpot's Unconventional Business, you’ll be meeting some of our best homegrown brands as they share how they’re growing and winning by disrupting the customer experience.
More Plastic Than Fish: ZeroCo’s solution to the single-use plastic crisis, why the future of business is purpose-driven and how to crack a Kickstarter campaign.
Every minute, a garbage truck worth of rubbish goes into our ocean. If we don’t make drastic changes as a global community, there’ll be more plastic than fish in our oceans by 2050.
Despite what we've all been taught, recycling is not the solution. In Australia, just 15% of plastic that we send to recycling is actually recycled. The other 85%? It ends up in landfill or in the ocean. We have to shift our thinking to a refill model, reducing the number of new plastics that we buy while simultaneously removing existing plastics from the environment.
Mike Smith, founder of Zero Co, joins us for an eye-opening account on the environmental crisis we're in due to the prevalence of single use plastics. Mike shares lessons on how to crack the Kickstarter model - Zero Co ran Australia’s most successful Kickstarter campaign in 2019 - what it was like starting a business in the height of the pandemic and how building a passionate community has been crucial to Zero Co’s early success.
Changing consumer behaviour is tough. The price - quality - convenience trifecta is a key driver for consumers. Mike shares how he thinks about changing behaviour, and how it’s no longer enough to just launch a business. To grow, businesses now and in the future need to solve for the world’s biggest problems. Doing good and deep purpose has to be baked into the DNA of the company and their reason for being.
'We're in the Customer Service Business': How Prioritising Customer Happiness is Enabling Cars24 to Disrupt the $55B Used Car Sales Industry
Australia's used car industry's worth $55 billion and about 1 million cars are sold every year, some are new, some are used.
Despite the huge market for car sales and our reliance as a country on personal vehicles, the process of buying and selling used cars is fraught with risk and hasn't evolved a great deal over the years. Whether you're buying a car off Gumtree or from Dave at the dealership down the road, you never really know if you're getting an absolute steal, or a total lemon. Given the size of the market and the evolution in how we shop and buy almost everything else, it's incredible that the industry has seen so little disruption.
If you follow disruptors and innovative business models, you probably know of Carvana - they’re the fastest growing online used car dealer in the United States and were recently added to the 2021 Fortune 500 List. Well, Australia has its own disruptor in the car sales space.
Meet Cars24. Erin Williamson, Cars24’s Chief Customer Officer, joins us on the show to talk about used car horror stories, the opportunity Cars24 saw to disrupt the market and provide an alternative model for used car buyers, how their business model works, why Cars24 doesn't have sales people, and why their online model is the way of the future for car sales.
That's Personal: How a Marketplace Model is Challenging the Norm for the Aged and Disability Care Industry
Ever wondered just how the aged care and disability services industry actually works? Well, this episode's for you!
Like many developed countries, Australia has an ageing population. Today, there are around 3 million Aussies who are aged 70 and older, and just under half a million people living with a disability who access support services through the National Disability Insurance Scheme. Together, older people and people with disabilities who live in their own homes, with care and support, represent a significant proportion of our country and our community.
With a sizeable number of people accessing these types of services and a huge number of businesses operating in this space, why is the aged and disability care industry lagging behind when it comes to being truly consumer-first and delivering an exceptional customer experience?
This week, we're joined by Mable's Chief Operating Officer, Rachel Debeck, for a behind-the-scenes look into the aged and disability care industry, an industry under immense pressure to both evolve and meet the increasing needs of our population. We take a look at the systemic challenges that exist in the industry, gain an understanding of how complex the customer journey is and discuss why disruption hasn't occurred sooner.
We also explore the new, alternative model that Mable offers, a model that leverages a peer-to-peer marketplace to solve workforce shortages while also putting choice and control back into the consumer's hands.
Power to the People: How Good Empire's Empowering You to Save the World
It’s been described as ‘TikTok for doing good’, a global impact loyalty program, and an app that empowers and challenges people to take action on some of the world’s biggest problems like hunger, poverty and climate change.
Founder Andre Eikmeier joins us to share where his inspiration came from, how he realised that he didn’t need to figure out how to save the world, plenty of smart people before him were onto that, he just needed to figure out how to empower people to take action and have visibility of their impact. Say hello to the next big thing: Good Empire.
How did Andre go from co-founding Aussie online wine retailer, Vinomofo, to building a new company that’s set out to tackle the world’s biggest issues? Change is hard, and humans love convenience, so how will Good Empire motivate people to take action? What advice does Andre have for entrepreneurs and business leaders? And perhaps the biggest question, what’s an app got to do with saving the world?
Australia's Billion Dollar Problem: Clinical Trials, The Impact on Human Life and How HealthMatch is Changing the Future of Medicine
Manuri Gunawardena was 24 and in her final years of medical school, working on a brain cancer drug trial, when she witnessed the inequities in the clinical trial industry and the impact on human life. One patient in the trial was able to navigate the complex system and access a clinical trial and drug that was successful in curing their disease, another was not and sadly passed away.
Manuri made her own life-changing decision and, instead of becoming a clinician, founded HealthMatch. HealthMatch is a platform that empowers patients to identify and access clinical trials, changing the lives of people who need to access clinical trials and the future of medicine in Australia and across the world.
Clinical trials are worth $1 billion to Australia’s economy, yet 80% of trials are delayed or abandoned, impacting on the lives of the tens of thousands of people who need access to these often life-saving drugs. Why?
There are fundamental issues with the clinical trial model. It’s inefficient and inequitable, archaic and broken, the very opposite of customer-centric. We see data and technology used to drive innovation and create personalised experiences in almost every other industry, so why not this one? Why has the clinical trial industry fallen so far behind?
The Pet Ownership Boom: From Start-Up to IPO, the Qantas Partnership and What One Million New Dogs in Australia Means for Mad Paws
From pet-sitting a Labrador named Honey for a friend, to establishing a game-changing partnership with Qantas, going public in the middle of a global pandemic and the acquisition of Waggly Club - Mad Paws' co-founder, Alexis Soulopoulos, joins us on Unconventional Business this week.
How did Mad Paws, a business founded on pet-sitting services, increase both bookings and new customer acquisition during a global pandemic, when the vast majority of Australia was grounded? What was the catalyst for the company to buck the trend and go public so early into their journey? How did Alexis and the team overcome the vast challenges that exist in building marketplace business models? And with 69% of Aussie households owning a pet, what does the future look like for Mad Paws and the pet industry?
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