SPP understands the plethora of change being forced upon Financial Services institutions. Our clients face increasing regulatory burden, increasing customer expectations, business cost pressures, the emergence of new competitors and the ever-present demands of shareholders. These changes pose a threat to profitability and the freedom to operate.
SPP knows first-hand the nature of these challenges and has a proven approach to tackling these complex problems.
Customer trust is a function of credibility, reliability and empathy, discounted for the self-interest of the organisation. SPP observes that empathy is often the most challenging component for organisations to foster. Our E-Score offers a structured mechanism for organisations to diagnose and measure empathy, to drive pragmatic improvement and interventions across multiple organisational dimensions to build trust among customers and staff.Read More
The Open Banking framework impacts all major banks and financial services institutions, creating a new operating environment where accredited third-parties can access consumer data. This access to data will generate a multitude of opportunities for banks and third parties to create new products and services. It will also create opportunities for retail banks to reshape the way they add value to their banking services and create new efficiencies and innovations in customer service technologies.Read More
Deep customer insight is a highly valued destination in financial services including banking, superannuation and insurance. Ultimately, it drives greater service, loyalty, and shareholder returns. Building a deeper and more insightful customer relationship, based on data, is more feasible than ever before. This article explores the 3 P’s that we think you need to consider in developing data-driven relationshipsRead More
This article explores how superannuation funds can grow their capability in financial advice without breaking the bank.
Super funds are increasingly turning to the role of advice in their Strategies which is a major catalyst for member acquisition, retention and growth.Read More