The Buzz Insurance launch an innovative new customer loyalty program
The Australian general insurance business has become a hot house of competition, with heavy promotion by new overseas online insurers. Intense competition can be a
The Australian general insurance business has become a hot house of competition, with heavy promotion by new overseas online insurers. Intense competition can be a
Continuous Process Improvement is associated to actions a business takes to continually re-evaluate and change any of its processes based on increasing efficiencies of the
Customers, just like products, tend to progress through a lifecycle. In this case, a “customer lifecycle”. If you manage this process properly, you will have
Ensuring success in your next call centre tender evaluation is more than just using good project management techniques. A few months ago, a client called
It is clear that leading brands are using Twitter and other social media channels to deliver reactive service to their customers. Probably the best known
The post, Creating a culture of customer advocacy by Rob Markey raises a subject that I’ve chatted with clients a lot about over the years.
What is Closed Loop Reporting (CLP) Closed Loop Reporting is any reporting that is done by a business (or silo within a business) where the
Measuring the effectiveness of customer loyalty programs has always been a bit of a problem. We know the objectives of these programs clearly. These would be customers
Most of our clients see the ability to increase their cross sell rates as a good way to increase their overall share of the customer’s
Delivering good customer service has gone from a “nice to have” to a “core deliverable” in the past 10 years. Making sure that your organisation
We do a bit of work on loyalty programs for some of our clients. I quite like the mixture of automation, pro activity, data-insight and self-serve that
When trying to drive improvements in your customer experience, one key is understanding exactly what drives change in the customer’s perception of their experience. Often,