Care – the key to creating brand champions
Example 1 - I am a loyalist of X brand. 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 [...]
31
01, 2019
24
01, 2019
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. Some weekends we [...]
17
01, 2019
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 story in the [...]
6
12, 2018
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 open community branches. [...]
5
12, 2018
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 the Net Promoter [...]
5
12, 2018
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 ensure our car [...]
11
10, 2018
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, the ING Group [...]
9
10, 2018
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 in Australia based [...]
9
10, 2018
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, choice of doctors, [...]
21
05, 2018
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 2018... Just us? [...]