Three trends we can expect to see post-Royal Commission

The Australian financial services industry is undoubtedly facing a crisis of trust. Throughout the Royal Commission, we have heard admissions from some of Australia’s largest and most trusted institutions of …

How serious are you about feedback?

How serious are you about feedback? Imagine if your ongoing employment in a company was contingent on receiving positive feedback from your peers and subordinates. Imagine if your business took …

Don’t Let The Royal Commission Do All The Talking

Well then. What a whirlwind the royal commission’s public hearings on financial advice were. Heads rolled – not least of all, the AMP chairman and CEO – and billions of …

Five ways to rebuild trust in the wake of the royal commission

The mechanics of trust between people and between people and organisations are not a secret. There is more than 200 years of research about the psychology of it, and since …

Be authentically good when dealing with customers’ data

Business must earn trust or feel the heavy hand of government intervention. Tai Rotem explains. Time is running out for business to self-regulate how it uses customers’ data. Every time …

Stress-test for licensees will reveal major cracks

During the next five years, the quality and capability of financial planning licensees will be tested, possibly like never before. Demands on individual advisers to meet new education, ethical and …

A new challenger in the quest to keep the customer

How time flies. About 10 years ago I was at an industry leaders meeting (over breakfast, because “leaders” get up early!!) and I was struggling with my decision to reach …

Why trust is at the heart of the customer experience

It’s little wonder that trust in Australian institutions has hit a five-year low. According to the latest Edelman Trust Barometer, trust levels have collapsed in the last two years across …

Is awareness the holy grail when it comes to measuring your brand?

Brand Tracking is one of the common ways for businesses to assess what people think about their brand and can provide some valuable insight into which areas to focus the …

Want to grow revenue without taking on more staff?

Growing a service-based business isn’t easy. Often it can feel like a balancing act – take on new staff too early and you risk introducing cost without any guarantee of …

12