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Latest
Innovations that go above and beyond to meet customer needs
Endeavour Energy, the winner of the Established Business to Consumer category, has found customer expectations keep changing, requiring an innovative response.
- Christopher Niesche
Portal helps manage demand to douse power bill shock
Energy demand influencer Flow Power helps businesses capitalise on low-cost renewables, making it a leader in the Challenger Business to Business category.
- Sylvia Ramsey
Import-export firms embrace disrupter Neolink
The Challenger winner of the Business-to-Business category uses AI to decipher thousands of pages of shipping paperwork and speed up deliveries.
- Sylvia Ramsey
Household sensors help keep insurance premiums down
Up-and-coming insurance tech firm Honey Insurance uses technology in novel ways to help its customers.
- Alexandra Cain
IPF spreads a little wisdom to keep farmers in fertiliser
Incitec Pivot Fertilisers has won the Established Business to Business category in The Australian Financial Review Customer Champions list 2024.
- Alexandra Cain
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This Month
How Aware Super beat the sector’s reputation for bad customer service
The $180 billion super fund invested in service and advice before regulators forced it to. As the rest of the industry now scrambles to catch up, it’s eyeing bigger plans.
- Hannah Wootton
The Netflix model used for going to the doctor
The Challenger winner of the Business to Consumer category, Updoc, has delivered compound annual growth of 200 per cent.
- Simon Evans
- Analysis
- Analysis
How we identified the 2024 Customer Champions
Submissions were evaluated across the three dimensions that define a Customer Champion – customer value, shareholder value and approach to doing business.
- Nigel Andrade, Enrico Rizzon and Michael Hone
- Opinion
- Opinion
How to give customers and investors what they want
Meeting the expectations of increasingly demanding customers while satisfying investors with strong returns requires more than just good intentions.
- Nigel Andrade, Enrico Rizzon and Michael Hone
Why Fonterra puts its dairy farmers before profit
Fonterra’s relationship with its dairy farmers is paramount to its success, making it a leader in the Established Business to Business category.
- Larry Schlesinger
June
Why a tech bet could transform AGL Energy
The big utilities, AGL Energy and Origin Energy, are trading companies. Now they’re acquiring the tools to better manage customer demand.
- Anthony Macdonald
November 2023
Super funds on spending spree to improve customer service
But there are concerns the cost of improving service could drive up fees, even as the government and regulators warn of a crackdown on poor standards across the $3.5 trillion sector.
- Hannah Wootton
March 2023
- Exclusive
- AI
Around-the-clock customer service a big AI benefit for business
Customer service bots and workforce analytics are generating the highest revenue benefits for companies that have rolled out AI technology, a new study has found.
- Tess Bennett
October 2022
NSW launches world’s biggest customer experience survey
NSW is tracking 37 services and 550 interactions as part of a 30,000-customer survey, to better understand how people are experiencing public services.
- Tom Burton
May 2022
The five ways boards go wrong with their customer strategies
It is all too easy for executives to lose their way when it comes to acquiring and keeping consumers, says marketing and communications specialist Justin Papps.
- Sally Patten
May 2021
Small super funds outperform on member satisfaction
CoreData research shows members of super funds with less than $20 billion in asserts have higher standards of living in retirement and customer service satisfaction than those in mega funds.
- Aleks Vickovich
June 2019
What customers really want (and it isn't more choice)
Consumers want convenience, baulk at too much choice and aren’t always honest about purchasing decisions - which is why data is vital.
- Updated
- Sally Patten