INDUSTRY CONNECT
ENGAGED STRATEGY’S NPS STUDY RESULTS ALIGNED
TO AUSTRALIAN ROYAL COMMISSION’S FINDINGS
The Australian Royal Commission inquiry into the Banking and Superannuation sectors has been extremely vocal about the profit-focused approach by brands within these industries. From deceptive fees and charges to practices that are detrimental to customers, the Royal Commission’s report highlights the heightened trust deficit among customers. The report reiterates across various pages that it is time for banking, superannuation and fund management institutions in Australia to reverse this trust deficit caused by a profit-focused approach by brands.
Interestingly, the brands that emerged with the highest Net Promoter Scores in the Engaged Strategy Intelligent Industry Analytics study of the Banking & Superannuation sectors, among others, sailed through the Royal Commission either untouched or relatively unscathed. This strengthens the fact that the Net Promoter Score is an indicator of a brand’s positive customer intention. For greater insights into what differentiates a high NPS brand from the rest, we encourage you to read these articles:
FREE – NPS MINI AUDIT
DO YOU WANT TO TAKE YOUR BRAND TO THE NEXT LEVEL?
- Is your NPS program delivering the results you expected?
- Are you unsure about the specific resources you need to invest in to drive success within your NPS program?
- Do you want to take your Net Promoter program to the next level?
It is obvious that the economic benefits of executing an effective NPS program are monumental. In lieu of this, Engaged Strategy has designed a quick a FREE NPS Mini Audit. In just about 5 minutes, you can gauge where your organisation’s NPS program stands. This is especially important at this juncture of a transformational period in brand marketing, where CX is increasing in importance.
EXPERT SPEAK
CHRISTOPHER ROBERTS ADDRESSES
INDEPENDENT SCHOOL HEADS ON WOM
The role of educational institutions has grown beyond just academics today with an ever-increasing focus on the holistic development of children. In February 2019, our Managing Director Christopher Roberts addressed a gathering at the Independent Schools Queensland on how educational institutions can leverage effective and positive word of mouth for healthy growth.
With a strong focus on the role of employee discretionary effort, Chris recommended best practices that can help staff to create student experiences that parents and students alike perceive as worthy of recommendation. Experiences such as these play a key role in determining parents’ trust in a particular school with regard to their children’s education and strengthens their belief in the school’s role in shaping their children’s future. This belief is what determines the extent of word of mouth.
The proprietary Total Engagement Model® developed by Chris and widely published and taught within university courses, ensures the alignment of both internal and external experiences, together with external messaging to create engaging customer experiences. Chris explained how schools could practically apply this holistic model which was much appreciated and made for key takeaways for participants.
Christopher Roberts, Managing Director of Engaged Strategy, explains the critical role of word of mouth recommendation for educational institutions at the ISQ meet.
THOUGHTCATALYST
Brand Leadership
