Understanding customers
Latest insights
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Loyal customers are highly valuable to your service organisation – they’re the people who spend more, stay longer and spread the word about how great you are. Here are some ideas to build effective customer loyalty programs.
Mail is a trusted, inclusive and effective way for government departments to engage with citizens, with various options to suit different campaigns.
Individuals, and now businesses, are starting to use Traditional Place names when sending mail. Learn more about the best way to do this in incoming and outgoing mail.
Once an election is called and campaigns kick off, time is of the essence. Plan ahead and set up your Australia Post election mail account today.
To deliver a superlative customer experience, you need to anticipate the needs of your customers. Here's how to begin.
We look at the value of mail and how it can form an important part of your communication strategy.
Many Australians like to receive important election information through the mailbox – plan how to best use mail prior to upcoming elections.
Can channel choice overcome the challenge of misinformation? A recent IPAA event in Western Australia explored ways to create effective, trusted public campaigns.
Delivery certainty and visibility are now baseline expectations, and customers are expecting more from every touchpoint in their eCommerce transactions.
As digital adoption continues to accelerate, we look at ways that businesses can connect with customers and adapt to their changing needs.
The summer season often sees many Australians affected by natural disasters. Learn how Australia Post help keep communities connected during times of need.
Booktopia shares how its partnership with Australia Post approach has helped them manage Christmas-level volumes for almost a year.
When COVID-19 restrictions forced physical store closures, the ensuing eCommerce spike saw 80% year on year growth for the eight weeks following the WHO’s announcement of the pandemic. To help attract and retain this new audience, ‘stores of the future’ will need to address traditional online shopping barriers.
Learn how some organisations are using non-digital channels to connect with those who need help most – and create strength within communities during COVID-19.
The COVID-19 pandemic has made organisations and their customers vulnerable to an increase in fraudulent activity. What are the risks and how can you better protect your business and customers from becoming victims?
Australians are likely to feel the impacts of the COVID-19 pandemic for some time. Understanding where and why your customers are vulnerable and meeting their needs in ‘moments of truth’ may help determine the strength of your relationships with them.
Traditional mail remains the preferred way for Australians to stay engaged at election time. Here’s why mail is often used in an election campaign as a reliable and cost-effective way of reaching voters.
We crave physical connections more than ever in an increasingly digital and data-rich world. This is what makes direct mail a strong ally at every stage of the customer journey.
China’s cross-border eCommerce boom has given Australian brands a huge opportunity for growth. But first, they need to understand the distinctive nature of this market and its consumers.
The digital economy is changing the way Australians interact, connect and transact, and is now one and the same as the broader economy.
The digital economy has changed the fundamental rules of doing business and what it means to compete. This, in turn, has made the customer experience more important than ever.
A growing middle-class of mobile-first consumers in Southeast Asia is rapidly shaping the future of global eCommerce and payment trends.
When designing digital products for Generation Z, the user experience takes precedence over the technology that powers it.
Five representatives from Australia’s digital identity and online payments industries discuss whether digital identity can resolve the complexities of KYC and how to capitalise on its opportunities.
Survey findings pinpoint five ways in which government can foster greater digital inclusion among Australians as it pursues its digital transformation agenda.
Government will have to address these four misconceptions of Australians’ online behaviour as part of its digital transformation agenda.
New research has found that digital access, ability and attitudes stand between customers and your online services.
The digital divide in Australia depends on an interplay of digital access, ability and attitudes.
New findings into the online behaviour of Australians may mean that businesses need to rethink their digital pathway model.
Organisations now recognise that a privacy policy is more about trust than compliance so it may be time for them to rethink how they’re communicating their right to collect customer data.
Australia Post is using machine learning to drive meaningful improvements to our products, solutions and customer experience.
The real value of our co-creation methodology is being able to design the best possible service experience for the end user.
When you make a complex or significant purchase decision, your choices will be influenced by many different marketing messages on an increasing number of communication channels.
Small business entrepreneurs have valuable lessons to teach big business, as Dirk van Lammeren reveals.
To deliver a superlative customer experience, you need to anticipate the needs of your customers. Here's how to begin.
We all strive to put our customers first, but what does being customer-centric look like in practice?
The dawn of the digital age means a new era of connectivity, but we must urgently remedy the fact many Australians are being denied access to essential services.
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