Vulnerable Customers and the Complaints Process

Every business will face customers who wish to express their dissatisfaction with the services provided. For this reason, it is important to establish an effective complaints process. However, I’ve seen...

Continue reading
Creating a Vulnerable Customer Persona

Consumer Duty requires companies to consider inclusivity in every decision. The FCA wants us to plan products, services and processes with the perspective of our customers in mind. Especially important...

Continue reading
The Vulnerable Customer Journey

When was the last time you reviewed your customer journeys to monitor the experience? It’s a process we’ve been working on as part of our website update. The challenge is...

Continue reading
Glad Tidings We Bring

The festive season is a time of hope and giving, so let’s enter into the spirit of Christmas in this article. Although this has been a challenging year for many,...

Continue reading
Unbanked & Financially Vulnerable

It may seem impossible to live in modern society without a bank account, however, research from the Financial Conduct Authority suggests that around 1.1 million UK adults are ‘unbanked’. Why...

Continue reading
Which Customers Are Most Vulnerable to Scams?

Providing a positive customer experience is a focus for most businesses, but sometimes the damage to your reputation comes from external sources. Fake websites mimicking legitimate organisations are one of...

Continue reading
Collaboration to Reduce the Risk of Suicide

In January 2023, the Government announced that a cross-party Suicide Prevention Strategy would be published this year. Encompassing the NHS, schools, transport services, prisons and the media, with advice from...

Continue reading
Inclusive Holiday Season

August is a peak time for holidays, whether it’s a day trip to the beach or flying off to an exotic destination. These adventures provide a chance to reconnect with...

Continue reading
Do You Communicate Effectively?

We speak, listen, question and write every day and, with the right techniques, these skills can deepen personal and professional relationships. So, how do we ensure that our communication skills...

Continue reading
Exploring the Value of Compassion

One of the underpinning messages that I promote is the importance of compassion. We never know the full extent of what is going on in people’s lives and how this...

Continue reading
Be Aware of Economic Abuse

In April, the Government published two documents that aim to address the issue of economic abuse. With this issue in the spotlight, I wanted to explore this form of financial...

Continue reading
How Does Stress Affect Customer Service?

April is stress awareness month, so I want to bring your attention to the impact that stress has on customer service. Financial, economic, social and work pressures make us all...

Continue reading
How Can We Encourage Digital Engagement?

Digital skills have become an essential requirement for negotiating modern life. We are increasingly directed to book, apply, communicate, bank, shop, learn and work online. This brings many advantages, however,...

Continue reading
Improved Services for Vulnerable Customers

In this article, I want to champion some of the fantastic solutions that organisations have developed to improve services for Vulnerable Customers. Benefits Calculator Changing circumstances and cost of living...

Continue reading
Respectful Words

Words are essential to communication. They can unite and empower or divide and discriminate. The words we choose can make our message meaningful or meaningless. In this article, I explore...

Continue reading
World Braille Day

4th January is World Braille Day, and it commemorates the birth of Louis Braille. As a lover of history, avidly discovering the when and why of our past, I felt...

Continue reading