Hiding Big Brother:

Southern Cross Puts Positive Spin
on Reduction of Choice

If you’re a suitably cynical and sharp-minded consumer, you’ll have noticed the tendency of medical insurance companies to send out a happy, cheery, positive letter/newsletter whenever they want to announce something that isn’t actually so cheery at all. (Premium rise announcements typically take this thinly-disguised form.)

Last week, Southern Cross Health Society, New Zealand’s most-recognised, “household name” medical insurance provider, of which I am a policyholder, sent me a letter.

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'Privacy Principles':

Know Your Rights Regarding Your Medical Information

Image Credit:   From ‘Health Information: Your Rights’ poster made available to the public by the New Zealand Privacy Commissioner – www.privacy.org.nz

Tying for first place as the most private of “private information” would surely be an individual’s (a) medical and (b) financial information.

In this article, I’d like to reproduce for you, the 12 “Privacy Principles” the New Zealand Office of the Privacy Commissioner outlines for medical practices to adhere to, in dealing with your medical records.

It is my experience that these are frequently not adhered to, and that many practices take a “Big Brother” and somewhat cavalier attitude to this type of record.

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Be Savvy With Your Information

One of my real hobby horse issues is privacy . . . of which each of us has very little left, and certainly far less than we assume.

As always, I urge readers to think twice about the necessity for disclosing their personal information to any organisation – public or private – before they simply plop it into the fields of online forms and the like.

Assumptions that an individual can take at face value – and rely upon the supposed integrity of – broad-brush assurances that “your information will be kept in the strictest confidence”, are naive.

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'Truth in Labeling’ Should Apply Universally:

Manufacturer Conceals Use
of Controversial Ingredient In Pet Pharmaceutical Product

Attention Pet Owners:

Love your dog?

Don’t potentially kill him or her with misplaced kindness by feeding them “health products”, the ingredients of which are not fully listed or disclosed.

I’ve endeavoured, thus far unsuccessfully, to take Bayer Animal Health to task over deliberately concealing the inclusion of the animal cancer-causing ingredient

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‘Customer Life Time Value’ . . . A Great Example of Getting It Right

I recently wrote about the importance of recognising a Customer’s “LTV”, or Life Time Value i.e. the economic value of that customer throughout the full duration of his or her relationship with your business. In this article, I bring you a classic example of an enterprise I deal with that gets it very, very right in that regard . . . at least in its relationship with me (and I assume, therefore, with its broader customer base).

(Left to right)  The Hardy’s Paraparaumu team:  Judy Tihema, Denise Garnham, Michele Kelcher (store manager),  Amanda Adams, Jenny Forster

I recently wrote about the importance of recognising a Customer’s “LTV”, or Life Time Value i.e. the economic value of that customer throughout the full duration of his or her relationship with your business.

In this article, I bring you a classic example of an enterprise I deal with that gets it very, very right in that regard . . .

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Customer 'LTV':

An Eye-Opener for the Ignorant

“Customer Lifetime Value” (“LTV”) is a principle of formal marketing that took a lot longer than it should have, to receive active consideration by today’s consumer-driven industries.

Despite its fundamentality, “LTV” is, in my opinion, still given insufficient (and more often, scant or no) serious attention.

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The ROI of Listening:

Patience & Selflessness Pay Off

If you want to be smarter, sharper, and enjoy stronger client relationships, simply listen more – and listen more intently.

According to David Mezzapelle, author of ‘Contagious Optimism’:

“When you listen, you open up your ability to take in more knowledge versus blocking the world with your words or your distracting thoughts.”

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Your Privacy:

Do You Have Any Idea How Little of It You Have Left?

At the same time as Government agencies and corporations are banging on about the importance of privacy law compliance, they’re delightedly trading away your privacy in multitudinous ways, and largely without your knowledge.

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