Companies pursue the holy grail of improving customer engagement, but often without fully understanding what the term really means, and sometimes pursuing engagement with customers purely for its own sake. …
In the late winter of 2015, Sweden under its then-new Prime Minister Stefan Loven – ex-welder, ex-unionist and minority Government holder – became the first country to enter negative interest …
Two men are arrested after holding up a bank and held separately for questioning by the police. How should each of the thieves behave to achieve the optimal outcome? And …
The past 12 months have been nothing short of extraordinary as the first wave of changes driven by the Royal Commission rolled through the industry and as personal and company reputations …
Australia’s life insurance industry is facing significant headwinds, driven by regulatory reform, margin pressure and the evolving adviser landscape. The Life Insurance Framework (LIF) review, Protecting Your Super and Putting …
If the royal commission recommends the separation of product and advice when it reports later this year, super funds providing intra-fund advice to members will be caught between contradictory regulatory …
The inescapable mantra across businesses (even government) today, is that the “customer” is at the core of what they do – the idea that “we live to serve”. While many …
The royal commission inquiry into misconduct in the financial services industry is different from other inquiries the industry has been through and addressing the issues it has exposed will require …
Although the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry is probably nowhere near its conclusion, it certainly has already had an impact on the public’s …
In most businesses, customer apathy is not a good thing. If your customer is apathetic, they’re unlikely to feel loyal towards your business, let alone be an advocate for your …
Calls for individual licensing of financial planners may have merit, and are certainly growing in volume, but they often overlook or undervalue the benefits of being authorised by a licensee …
As a football fan, the FIFA World Cup in Russia has so far been an extraordinary one. From a footballing point of view, it has been a fantastic event, with …
The “fees for no service” failures uncovered by the Royal Commission were deeply disturbing. But equally concerning is a narrative that has arisen in the financial services community as a …
If there’s an upside to the public hearings of the Royal Commission into Misconduct in Banking, Superannuation and Financial Advice, then Futuro Financial Services managing director Paul Kelly says it …
Across the financial planning industry an estimated 10 per cent of all practice revenue is grandfathered conflicted remuneration. If this stream of income were to be turned off tomorrow it …
