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What are you doing to get in your customers’ consideration set?

In a typical customer journey, so much of the marketing effort centres on customer retention and loyalty – after all, it’s cheaper and easier to keep a customer than to …

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A simple way for financial services to drive customer engagement

Recently I celebrated a birthday and found an email in my inbox, which – much to my surprise – was a birthday note from a restaurant that I had only …

Robo-advice: hype or hero?

Few emerging products have generated the hype that surrounds robo-advice in 2017. Federal Treasurer Scott Morrison backed robo-advice at a G20 conference in Germany earlier this year as a solution …

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Super – the big easy

The superannuation industry continues to experience strong growth and is currently worth over $2 trillion, up 7.5% on the previous year. However, the number of member accounts has decreased from …

Get with the program: The comparative advantage of being human

For many players in the financial services game (if not the economy as a whole), the need to stay competitive with an ‘innovative’ technological advantage is becoming less about getting …

Just good enough is enough

‘Nothing but the best will do’ is usually what consumers expect of financial services providers, including super funds. Consumers want the best fees, the best returns, the best service, the …

Retail funds will struggle in the shift from product to service

At the moment around the world, financial services is an industry in transition from being a product provider to a service provider, and if the first wave of data is …

The challenge for us all

Who hasn’t heard of the Net Promoter Score (NPS)? The one number you need to grow! Hats off to those behind the marketing of this metric – promising a simple …

More retirees heading towards the SKI fields

An edited version of this article appeared in The West Australian newspaper’s Your Money section on Monday, 20th February, 2017 The next decade is expected to see the biggest intergenerational …

Bank staff trump brokers on service times

The latest round of CoreData Home Loan Mystery Shopping in which 275 customers moved through the home loan process showed a rapid shift in channel behaviour. The Mystery Shopping Process …