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 is where the [...]
Last year, when the University of Auckland started an initiative to publish a book on the changing face of customer engagement, I was extremely excited to be invited as one of contributing authors. The editors were looking for [...]
Superannuation has been splashed across Australian headlines of late with our politicians floating the idea of allowing people to dip into their superannuation funds to buy their first home. The debate has brought superannuation to the forefront of [...]
It seems bigger doesn’t necessarily mean better, ING Direct has taught us that. The relatively new contender has taken on the heavyweights in the Australian banking industry, including the “Big Four” banks, and has emerged on top in [...]
Apia has headed up the leader board as the most recommended Australian insurer in recent years. Their property insurance consumers have been most likely to recommend them for five years running. And this year, Apia has reclaimed top [...]
We are excited to announce the release of our 2013 Consumer Recommendation & Loyalty Study for the highly competitive Australian car industry. Using the tried and tested Net Promoter® methodology, the study explores the minds of the consumers [...]
We are excited to announce the release of our 2013 Superannuation Consumer Recommendation & Loyalty Study. For the first time, Engaged Strategy is lifting the lid off the superannuation industry using the internationally renowned Net Promoter® metric, gaining [...]
We are excited to announce the release of our 2013 Consumer Recommendation & Loyalty Studies for the Property and Motor Insurance sectors. There are many insightful findings across both studies and we wanted to release a sneak peak [...]
I was invited to attend a presentation by TNS Brisbane, the market research company, a few weeks ago. The topic was "How the Global Financial Crisis is Affecting Australian Consumers". Prior to this I had attended a few [...]
