A wise mentor of mine once said, “the business is in the business”. He was right.
Your customer base is one of your most precious assets and the quality of the communications you have with them is critical to your ability to create #TrueLoyalty with your customers and keep them.
Many of the large organisations I work with – such as insurance, financial, utilities, etc – don’t get many opportunities toContinue reading
The closing of the Hayne Banking Royal Commission in Australia is set to spark a race to regain the trust of customers lost over recent years, as financial institutions scurry to prove they have learnt their lesson and changed their ways.
According to Customer Communications expert Brett Dashwood, we are likely to seeContinue reading
Just because you’ve sent it, doesn’t mean your message is getting through. Here are three areas that are critical to understand to ensure that your customer communications are delivered and effective.
There are plenty of reasons why you communicate (or should communicate) with your customers.
This communication could beContinue reading
I was asked to be interviewed on TripleM’s Drive Home with Cliff Reeve after the release of the final report from the Hayne Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry.Continue reading
With the release of the final report from the Hayne Royal Commission, here’s just a quick insight about what I feel the banks must now do and a lesson that many organisations can learn from.
The Banking Royal Commission final report has starkly exposed how banks treated their customers withContinue reading
Just because something was sent, doesn’t mean that it is always delivered as expected.
What is the deliverability of your essential customer communications?
We recently saw an Uber Eats driver in Melbourne caught taking a chip from a customer’s delivery. This exampleContinue reading
After a Soccer World Cup victory to France a few months ago, we want to introduce you to The New SoCR™!
The New Science of Customer Retention™ is the new World Game where you can either kick goals and keep customers, or not and lose them!
People WANT to be engaged with their product & service suppliers because itContinue reading
We all know there is a cost to acquiring a new customer and so many studies in so many industries tell us that it costs 4, 5, 7, even 10 times or more to acquire a new customer when compared to retaining an existing one.
Our clients have been telling us theyContinue reading
Regardless of the region you are in globally, we continue to hear about industries that are becoming a commodity industry.
Because of the brilliant quality achieved from most printers these days, customers have the luxury of being confident in getting aContinue reading