Monthly Archives: July 2017

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Why Attention is Your Customers’ Most Valuable Resource

By | Customer Experience, Digital Transformation, Enterprise Information Management | No Comments

When you think about your customers’ most valuable resources, money and time are usually the first ones that spring to mind. The reality is, in this day and age, while time and money are still important, your customers’ most valuable resource is generally their attention.

Superannuation organisations that are looking to provide an excellent customer experience may want to focus on saving their customers attention as much as anything else. To do this they will need to create or use solutions that work seamlessly and tirelessly in the background with the minimum of input from their customers.

Lives are getting busier, and most people living in the modern age need to compete with multiple priorities demanding their attention. This, coupled with the rise of on demand technology means that customers want to be able to get everything they need with the minimum of fuss. They also expect to be able to access whatever they need from any platform, whether it’s their mobile, tablet or desktop computer.

Because of the interconnectedness of our worlds, even during the times of day that have traditionally been considered downtime, people are busier than ever. The gap between work and leisure time has closed substantially and for many people, it’s easy to get overwhelmed and overloaded by the sheer volume of tasks requiring attention at any given time.

This is why saving your customers attention is so much appreciated and so effective at building customer loyalty. These days more and more organisations are starting to become aware of the challenges their customers face when trying to attend to everything in their lives. The most successful superannuation organisations implement tools to create a smoother, more efficient process that more or less runs by itself.

Automation technology and the use of data are undeniably your most powerful tools in the bid to reduce the levels of attention required, and this is true in pretty much any industry, including superannuation.

To help save your customers’ attention you can focus on shortening the customer journey so it takes less time for your users to perform functions, and eradicate any other attention consuming problems your customers might have with using your systems. If you can remove the unnecessary steps to completing an action you will be able to reduce the required level of customer attention and enhance their experience.

Attention is one of the most important resources your customers have. Help them make the most of it by reducing the amount of attention required for their superannuation and your organisation can gain a lot more in the form of loyalty and brand awareness.

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The Future of Customer Experience – What Lies Ahead?

By | Customer Experience, Customer Experience Strategy, Digital Transformation | No Comments

In recent years, a strong focus on customer experience has become one of the main defining features of successful organisations. With more and more businesses starting to emphasis customer experience over other, more traditional priorities, those who don’t follow suit are likely to fall behind.

Providing the optimum customer experience is made more challenging by the changing nature of customer expectations, so we thought we’d share a few predictions that can help you get ahead of the rest of the crowd and deliver a customer experience that meets consumer needs in 2017 and beyond.

According to a recent report from Trendwatching, we can predict the future of customer experience by looking at new business innovations today. The new technology platforms and services that are being created today will become the customer expectations of the future. If you can take steps now to identify and implement these future strategies into your customer experience you can get off to a great start with your customer experience.

There are a number of innovations that we have seen recently, and that have a lot of relevance to customer experience. These are mostly focused on making the customer journey more smooth, integrated and stress free. The less the customer has to think about what they’re doing, the easier their lives are going to be and this is especially true in the Superannuation industry.

If you can create a seamless experience where your customers don’t have to spend hours looking for information about their super and requesting transactions, you will free up time for them to spend elsewhere. By having all the data at their fingertips and being able to make transactions quickly and easily, your customers will enjoy a smoother experience and won’t have to spend a lot of time and energy fiddling around with their super.

The increase in on demand services is another recent trend that has spilled over to customer experience, driven by the growth of on demand content and tailored apps that serve up what customers want, in the format they want it at a time of their choosing. Superannuation organisations that want to deliver an excellent customer experience in the future should be thinking about ways they can tap into this trend by offering up to date reporting and analytics for their customers and real time data, available at any time from any platform.

Customer experience is constantly evolving and if you want to stay up to date with the latest trends you need to be sure you’re keeping up with your customers’ expectations both now and in the future.