The secret to brand reputation revealed
Consumers today are spoilt for choice. However, a strong brand reputation can hold customer back from straying. Once hooked to Amazon, there are just a small fraction of shoppers who would prefer an alternative e-commerce [...]
Royal Commission throws limelight on customer focus & ethics
Technology empowered consumers expect personalised services at competitive prices and with large returns. Banks, financial institutions and superannuation industries across all major economies, including Australia, operate in highly competitive environments. While some have buckled under [...]
Proactivity – the elixir of customer success
When I facilitate customer strategy workshops, I ask participants to share a story of their best and worst customer experiences. The best experience is challenging but as you can imagine the worst is relatively [...]
Care – the key to creating brand champions
Example 1 - I am a loyalist of . Given this, I would still not hesitate to purchase a product from another e-commerce website or a shop down the street if I get a [...]
How Netflix busted blocks in the video rental industry
I still remember the days when going to the video library was an exciting event. We would look forward to the release of the latest blockbuster and rush to the library with great anticipation. [...]
Uber ushers in another wave of digital disruption
After nearly a year of staying under cover, Uber finally ran another test of its self-drive car just before Christmas, setting a new tone for itself in the new year. If Uber’s digital transformation [...]
When customers feel valued, half your battle is won
At a time when banks have been shutting down branches and going online increasingly, Bendigo did a double-take. It went down to the grassroots, grouped townsfolk in places far flung from cities, and helped them [...]
If NPS was easy, everybody would be a winner
Importance of auditing your NPS program - Part 2 Normally when any business sees there is money to be made in a certain concept, they rush in all guns blazing. This is what happened with [...]
Has your NPS program been serviced lately?
Importance of auditing your NPS program - Part 1 Who likes a car with screeching brakes and a fuel guzzling engine? I’m sure you don’t, and neither do I. It is no wonder why we [...]
ING Taps into Innovation to Lead Customer Recommendation Scores
ING’s birth is a story of disruption in itself. Back in 1991, the banking business of Dutch-based NMB Postbank Groep and the insurance business of Nationale-Nederlanden merged to form ING Group. Between 1991 and 2005, [...]