How Can We Encourage Digital Engagement?
Digital skills have become an essential requirement for negotiating modern life. We are increasingly directed to book, apply,...
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Helen Pettifer
- 3 min
Embedding Consistency in Approach
A Vulnerability Strategy Case Study THE CLIENT: Amigo Loans For individuals who are denied bank loans due to their credit score, gaining...
Helen Pettifer
- 5 min
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...
Helen Pettifer
- 3 min
Bullying in the Workplace
An Ofcom survey revealed that 39% of 8 to 17-year-olds have experienced bullying on or offline, but this doesn’t end as we reach...
Helen Pettifer
- 3 min
Please Don’t Interrupt
When we have something to say; a question to ask, an opinion to share, an explanation to deliver, it is so much easier when our flow...
Helen Pettifer
- 3 min
Building an Inclusive Work Culture
Complying with the FCA Guidelines on the fair treatment of vulnerable customers is not a quick tick box exercise. It depends on...
Helen Pettifer
- 3 min
Good News for Vulnerable Customers
Understanding and meeting the diverse needs of vulnerable customers can feel overwhelming, but many organisations have made it a...
Helen Pettifer
- 3 min
High Levels of Empathy
Anyone who knows me is aware that I wear my heart on my sleeve. In conversation, my responses are emotionally driven – I am quick to...
Helen Pettifer
- 3 min
Good news for Inclusive Service Providers
I approach life with a glass-half-full attitude. In my work, I actively seek out the progress being made by organisations, the good...
Helen Pettifer
- 4 min
Buy Now Pay Later: A Financial Solution or Trap?
The option to shop online using Buy Now Pay Later products has provided many shoppers with flexibility. They can make their desired...
Helen Pettifer
- 3 min
What Happened in 2021?
2021 has been a whirlwind of a year for most of us. It feels as though we are constantly adapting, trying to find new ways of doing...
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
- 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
- 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
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
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!
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