Focusing on Ability
Following on from my previous ‘Lived Experience’ article and marking the International Day of Disabled Persons on Friday 3 December, I...
top of page
Helen Pettifer
- 2 min
Understanding Vulnerability through Lived Experiences
Consumer research is an essential part of business planning. The greater the understanding of your customer base, the easier it is to...
Helen Pettifer
- 3 min
The Cost of Being Kind
I recently read a social media post. A lady was thanking a stranger who had given her 20p at a hospital parking machine. The small...
Helen Pettifer
- 3 min
Support with FCA Compliance & Social Responsibility
As a vulnerable customer consultant, I help regulated companies to achieve and evidence compliance with the Financial Conduct Authority’s...
Helen Pettifer
- 2 min
Supporting Customers Through Short-term Vulnerability
It can happen to any of us; we are ticking along nicely and then the rug is suddenly pulled from under our feet. Our daily routine and...
Helen Pettifer
- 3 min
Do you read the T & C's?
Insurance renewals, loan applications and even entering a promotional competition, there is always a box to tick to confirm that you’ve...
Helen Pettifer
- 5 min
Facing Our Fears
Halloween is a time to come face to face with our fears. What better opportunity to explore how fear impacts customer communication and...
Helen Pettifer
- 3 min
What does the Sunflower Lanyard Mean to you?
You may have seen someone wearing a sunflower lanyard, but what does it mean? The green and yellow sunflower lanyard is a discrete, yet...
Helen Pettifer
- 3 min
Suicide Prevention in the Workplace
*** Warning: This article explores the topic of death *** In 2019, 5,691 suicides were registered in England and Wales. The Office of...
Helen Pettifer
- 2 min
Using Complaints to Inform Inclusivity
Complaint handling is not simply about resolving issues, also gathering data and information that can improve customer experience and...
Helen Pettifer
- 3 min
Challenging Poverty
The pandemic placed us all in a position of uncertainty and insecurity. Access to services, activities and social gatherings were...
Helen Pettifer
- 3 min
Building Employee Resilience
In a customer service role, employees are faced with all manner of requests and potentially tricky situations. They need to think...
Helen Pettifer
- 3 min
Access to Cash
According to Financial Conduct Authority (FCA) research, 1 in 6 adults found it harder to make payments during the pandemic. This was due...
Helen Pettifer
- 3 min
Leadership and a Culture of Care
In my experience, initiatives relating to the fair treatment of vulnerable customers are often targeted at customer service teams....
Helen Pettifer
- 3 min
Is There A Better Word?
What does the word vulnerability mean to you? For many people, it implies weakness, dependency, and fragility. Historically, it may have...
Helen Pettifer
- 3 min
Can Inclusivity Unlock Spending Potential?
Does your business strategy focus on gaining a competitive edge and increasing sales? If so, I have the solution!
My Blog
Advice, understanding changes to rules and guidance, personal stories and much more!
bottom of page