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Measuring up to community and consumer expectations
In his first public presentation since being appointed CEO of ASFA, Dr Martin Fahy will share the
results of ASFA’s recent consumer attitudes survey. Funds have a pretty good idea of what their own
members think of them but what about the broader community? What do they think about the
industry? Do the majority still want to see the Superannuation Guarantee rise to 12% and is their
overall engagement higher than three years ago?
Tackling the issue of measuring up to community and consumer expectations will be Don Peppers. He
is a global consumer strategist who argues in his most recent book that social networks and rapidly
increasing transparency have combined to raise customer expectations regarding the trustworthiness
of the companies and organisations they deal with. In this session, Don will discuss the changing
nature of society, consumers and how funds and the superannuation industry as a whole should
be responding in order to build better customer experiences and increase trust. He will examine the
power of a valued customer and provide a list of practical actions that can be implemented in your
organisation.
Dr Martin Fahy
Chief Executive Officer, ASFA (Australia)
Don Peppers
Founding Partner, Peppers & Rogers Group
(USA)
Facilitator:
Linda Elkins
, Executive General Manager, Colonial First State, ASFA Director and Chair,
ASFA Consumer, Governance & Regulation Policy Council (Australia)
2 CPD points
16
Keynote six
8.30 – 9.45am, Halls 3 and 4 (Ground Floor)