Is digital mail the death-knell of the paper statement?
- Published on 07/12/2012
- in Category News
Digital mail has been getting a lot of press recently, firstly with Computershare’s Digital Post Australia launch in August and then with the launch of Aussie Post’s Digital Mailbox in November. A dispute over naming rights was settled just before the launch of Digital Post; Aussie Post’s offering was suspended shortly after launch due to technical glitches and […]
Read More“Five ‘No Regrets’ Moves for Superior Customer Experience & Engagement” – McKinsey
- Published on 03/10/2012
- in Category Customer Experience / News
The head of McKinsey’s marketing practice pens an article that unsurprisingly puts marketers in charge of the new discipline of Customer Experience management. Look beyond the territorial play and the creation of new jargon and these “five no regrets” moves make a lot of sense – adjusting the operating model to put customers at the […]
Read More“Recession Mentality Deeply Ingrained” – BCG
- Published on 03/10/2012
- in Category News
This is an important piece of research; but one that warrants deeper analysis. BCG’s eleventh annual global survey of consumer sentiment provides somewhat bleak insight into the persistently low rate of consumer sentiment across developed markets. While the outlook in the BRIC markets is upbeat, in developed markets, the persistence of the current recession has […]
Read MoreAsset based fees – a thing of the past
- Published on 26/09/2012
- in Category News
Summary: Over 60% of today’s wealth customers expect to pay flat fees, yet the industry overwhelmingly charges asset based fees (only 11% feel this is appropriate). This was probably a more comfortable approach for advisers when transitioning from commission to fee based compensation and probably easy enough to rationalise to customers moving away from commissions […]
Read MoreDisagreeable, disorganised & transactional
- Published on 26/09/2012
- in Category Customer Experience / News
“No business can thrive unless it has a clear idea of who its potential customers are. The Professional Planner/Customer Champion wealth segmentation project has identified the clients of the future.” Hit the link above to download and read the Professional Planner cover story on our segmentation study. Professional Planner July Issue – Segmentation Cover Story
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