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...

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...

How Can We Encourage Digital Engagement?

Digital skills have become an essential requirement for negotiating modern life. We are increasingly directed to book, apply,...

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...

Good News for Vulnerable Customers

Understanding and meeting the diverse needs of vulnerable customers can feel overwhelming, but many organisations have made it a...

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...

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...

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...

Building Employee Resilience

In a customer service role, employees are faced with all manner of requests and potentially tricky situations. They need to think...

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...

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

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