Client News
At AQM we pride ourselves in the relationships we build with our clients. See below for regular updates on our clients and partners
5 November 2007
AQM client, Wineselectors, wins an international award in global food media and publishing
Australian Magazine Wins International award!
An Australian produced magazine, Selector, gained international recognition on
the weekend when it took out a Gold Ladle at the Le Cordon Bleu World Food
Media Awards. These awards highlight and award excellence in global food media
and publishing.
Held every two years and considered the “foodie” equivalent of the Oscars, the
awards acknowledge the work of food and drink professionals, writers, educators,
TV presenters and producers around the globe. The awards recognise excellence
across a range of mediums; books, magazines, newspapers, television, internet
websites, guide books and photography.
In this, the tenth anniversary year of the awards, 4000 entries were reduced to 25
overall winners.
Published by Wine Selectors, Selector was judged by an international panel of 80
jurors. To take out the award Selector beat Australian Women’s Weekly, Scoop
Magazine (Aus), NZ Life and Leisure, Angeleno Magazine (USA) and Your
Home and Garden: Dining Room (NZ).
Selector magazine won from a field of entries, predominantly coming from the
UK, USA, Canada, New Zealand, Ireland, Belgium, South Africa, Singapore,
Switzerland, Malaysia and Australia.
“We’re over the moon about this award!” said, Peter Hathaway, Editor of Selector.
“We’ve worked very hard to try to be unique and innovative – to better reflect the
lifestyles of Australian food and wine lovers. And, while we always thought we
were on the right track, to be recognised internationally amid such exulted
company provides us with great validation. ”
This accolade certainly puts Selector and Australia on the map as the home of one
of the world’s best magazines and is wonderful recognition of all the hard work put
in by the team.
For further information contact:
Paul Diamond
Publisher
P 02 4941 3044
M 0418 192 382
E paul.diamond@wineselectors.com.au
Peter Hathaway
Editor
P 02 4941 3075
M 0434 561 441
E peter.hathaway@wineselectors.com.au
29 October 2007
Mystery shopper becomes a "real customer" and confirms the accuracy of AQM's matching of mystery shoppers to client's target demographic
It was interesting (and pleasing) to hear recently that one of our regular mystery shopper's was so impressed by the products she heard about whilst working on a project for our client Lifeplan that she actually decided to become a "real" customer!
Lifeplan are a funds management company with over $1.6 billion of funds and assets under management (see www.lifeplan.com.au)
AQM mystery shopper Jessica from Melbourne in Victoria was part of a team making calls to the Lifeplan ESP (Education Savings Plan) team and on hearing what they had to offer decided to "join up".
Jessica explains “Participating in the Lifeplan project was interesting to me, as I had previously thought about starting an Education Fund for my child, but didn't know a thing about how these Funds worked. My phone call as part of the Project gave me the opportunity to find out everything that I wanted to know on a personal level while performing the mystery shop! I was so impressed with the product on offer and the service I received, that I promptly signed up.”
Lifeplan Funds Management's General Manager Strategic Development, Matt Walsh said "AQM has become a key part of our sales service delivery processes. We get detailed, timely and insightful input into the conduct of our sales force, and we've made many improvements, often subtle, that have helped grow sales in our education savings plan space."
"We also use AQM to cross-check we are adhering to our compliance obligations under the financial services reform act."
"To find that some of these mystery shoppers have actually become converted customers is a pleasant surprise, and also confirms the accuracy of AQM's matching of mystery shoppers to our target clientele."
AQM Managing Director Bob Stevenson commented "It always makes me happy to hear these stories as it confirms that the people working on the project are indicative of our client’s real demographics and as such are able to give unbiased and realistic feedback on the company, its people and their offerings."
"The fact that Jessica signed up for one of the Lifeplan funds also reflects well on the sales and service capabilities of the person that she spoke with at the company – I guess the person will get a pretty good appraisal for their efforts!”
To find out more about AQM's mystery shopping or audit services please see here http://www.aqmpl.com.au/mystery_shopping_quality_audits.php or call Bob Stevenson on 02 9977 9002
6 August 2007
We have a wealth of stories to tell and case studies of what works and of course what doesnt!
This allows us to provide some useful hints and tips picked up from many projects worked on over the years.
It’s this experience and our years of working with clients in a range of industry sectors (each facing their own unique challenges and issues) that enables us to provide that “fresh pair of eyes” or offer new solutions.
We can never deliver a “standard” solution – each client is unique and each project is customised to their individual needs.
If pressed to give a “One size fits all” tip then a survey amongst the AQM team reveals this one would be the preferred choice -
Avoid the “YOU” factor!
When “YOU” think - “This is what a customer would want” - it’s time to take a big step back.
How many of us as customers love IVR machines?
And how many of us as service providers use them to process customer enquiries?
Hmmm…We are guessing this will strike a chord with some of you reading this?
When “YOU’ are recruiting staff to deal with customer contact channels,
“YOU” recruit the staff,
“YOU” write the scripts,
“YOU” set the KPI’s,
And “YOU” ……monitor and critique the staff and process
As long as “YOU” are satisfied with the results then “YOU’ are happy?
One major factor missing from this equation is -
“THE CUSTOMER” – What do they think about “YOU” (and your people and your process?)
That’s why we have learned it’s vital to LISTEN to the customer. In fact it’s the number one thing we look to do when starting any project with a new client (and something we continue to do during any audit or improvement program.)