Articles About Customer Engagement

Carlin, B.I., Gervais, S. & Manso, G. 2013, 'Libertarian paternalism, information production, and financial decision making', Review of Financial Studies, vol. 26, no. 9, pp. 2204-28. 

Summary - Defaults are influencing the decision making of unsophisticated superannuation members to the detriment rather than the support of their end retirement income outcomes. 

Gallery, N., Newton, C. & Palm, C. 2011, 'Framework for assessing financial literacy  and superannuation investment choice decisions', Australasian Accounting  Business & Finance Journal, vol. 5, no. 2, pp. 3-22. 

Summary - Superannuation policy and design is forcing people to make financial decisions they are not equipped to make.

Ali, P., Anderson, M., Clark, M., Ramsay, I. & Shekhar, C. 2015, 'No thought for  tomorrow: Young Australian adults knowledge, behaviour and attitudes about  superannuation', Law and Financial Markets Review, vol. 9, no. 2, pp. 90-105.  

Summary - Disengaged investors are less likely to exercise an active approach and implement strategies that provide for a comfortable retirement.

Burnett, J., Davis, K.T., Murawski, C., Wilkins, R. & Wilkinson, N. 2014, 'Measuring  adequacy of retirement savings', The University of Melbourne: Melbourne  Institute of Applied Economic and Social Research, Melbourne, <https://www.melbourneinstitute.com/downloads/working_paper_series/wp201 4n05.pdf>.

Summary - Linkage exists between low investor superannuation engagement and poor retirement longevity and adequacy outcomes.

Deetlefs, A.J., Bateman, H., Dobrescu, L.I., Newell, B.R., Ortmann, A. & Thorp, S.  2018, 'Engagement with retirement savings: It is a matter of trust', Journal of  Consumer Affairs. 

Summary - Many Australians need greater engagement with superannuation if they are to optimise their retirement income.

Gerrans, P., Strydom, M., Moulang, C., Feng, J., Fiaschetti, M. & Clark, G. 2015,  'Retirement savings trajectories: An analysis of the experience of fund members:  Part one: Experience', CSIRO-Monash: Superannuation Research Cluster,  Melbourne, <http://www.superresearchcluster.com/__data/assets/pdf_file/0003/336117/CP3>.

Summary -  illogical lack of engagement  between customers and their superannuation given the impact on retirement income.

Kunz, W., Aksoy, L., Bart, Y., Heinonen, K., Kabadayi, S., Ordenes, F.V., Sigala, M., Diaz, D. & Theodoulidis, B. 2017, 'Customer engagement in a big data world', Journal of Services Marketing, vol. 31, no. 2, pp. 161-71.  

Summary - Data mining can play a significant role in evolving a deeper understanding of customer engagement.  

Calder, B.J., Isaac, M.S. & Malthouse, E.C. 2016, 'How to Capture Consumer Experiences: A Context-Specific Approach To Measuring Engagement', Journal of Advertising Research, vol. 56, no. 1, pp. 39-52. 

Summary - Measuring engagement can be defined as attempting to quantify the connectedness between a person and an agent or object.

January 2023

https://ministers.treasury.gov.au/ministers/stephen-jones-2022/articles/opinion-piece-super-funds-must-step-mark-member-engagement

Summary - Funds need to make more effort to improve Superannuation Engagement as its a win-win for members and funds