Helen Pettifer3 minGood News for Vulnerable CustomersUnderstanding and meeting the diverse needs of vulnerable customers can feel overwhelming, but many organisations have made it a...
Helen Pettifer3 minCommunicating When Communication is a ChallengeAny customer service manual or training will emphasise the importance of effective communication. It will encourage staff to engage in...
Helen Pettifer3 minSupporting Bereaved Customers and EmployeesAs the Bereavement Pay & Leave Bill is scheduled for its second reading in the House of Commons on 18 March, this article focuses on...
Helen Pettifer3 minHigh Levels of EmpathyAnyone 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 Pettifer3 minGood news for Inclusive Service ProvidersI approach life with a glass-half-full attitude. In my work, I actively seek out the progress being made by organisations, the good...
Helen Pettifer4 minBuy 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 Pettifer3 minWhat 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 Pettifer3 minCan you Offer a Quiet Hour this Christmas?Our shopping centres, offices, supermarkets, and stores are decked out with lights, trees, and festive displays. The Christmas songs are...
Helen Pettifer3 minFocusing on AbilityFollowing on from my previous ‘Lived Experience’ article and marking the International Day of Disabled Persons on Friday 3 December, I...
Helen Pettifer2 minUnderstanding Vulnerability through Lived ExperiencesConsumer research is an essential part of business planning. The greater the understanding of your customer base, the easier it is to...
Helen Pettifer3 minThe Cost of Being KindI 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 Pettifer3 minSupport with FCA Compliance & Social ResponsibilityAs a vulnerable customer consultant, I help regulated companies to achieve and evidence compliance with the Financial Conduct Authority’s...
Helen Pettifer2 minSupporting Customers Through Short-term VulnerabilityIt 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 Pettifer3 minDo 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 Pettifer3 minWhat 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 Pettifer2 minUsing Complaints to Inform InclusivityComplaint handling is not simply about resolving issues, also gathering data and information that can improve customer experience and...
Helen Pettifer3 minChallenging PovertyThe pandemic placed us all in a position of uncertainty and insecurity. Access to services, activities and social gatherings were...
Helen Pettifer3 minAccess to CashAccording to Financial Conduct Authority (FCA) research, 1 in 6 adults found it harder to make payments during the pandemic. This was due...
Helen Pettifer3 minLeadership and a Culture of CareIn my experience, initiatives relating to the fair treatment of vulnerable customers are often targeted at customer service teams....
Helen Pettifer3 minIs 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...