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, [...]
Motoring Clubs in Australia are Redefining Customer Value
Engaged Strategy recently concluded its independent benchmarking study of motor and property insurance providers, surveying thousands of Australians about the current provider in these two sectors. Two motoring clubs emerged as the Most Recommended Brands [...]
Simple Benefits Turn the Tide for AHM in Australia’s Health Insurance Game
Oftentimes, one wonders if Australians require private health insurance when every resident benefits from the government-funded Medicare. There are several reasons for Australians to opt for private health insurance. Predominant among these are tax rebates, [...]
Is Consistency the Golden Rule for Superannuation Success?
Well it's that time of year again! The nights are getting colder, you're breaking out your sweaters and wooly socks, and of course you're dying to know who the most recommended superannuation brand is for [...]
The 5-Step Recipe for Successful Employee Engagement
As we enter an age where employee engagement is emerging as one of the top drivers of business growth, the ‘why’ of engagement has become quite clear. What’s still a mystery though is the [...]
Are You Sure Your NPS Survey System Has Everything You Need?
Customer experience has become an indispensable part of the business vocabulary with more and more businesses striving to deliver experiences that illicit recommendation from their customers. Surely not an easy task in itself. This [...]
Questions from Future Masters at the University of Queensland – Pt. 5
The previous blog in this Q&A series focussed on the major reason as to why customer service is often not at the forefront of modern business activity. I hope that my readers enjoyed my perspectives [...]