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Bringing the voice of your customers into your boardroom and working practices
Bringing the voice of your customers into your boardroom and working practices
A worrying stat from the Financial Conduct Authority’s Financial Lives 2022 Survey was that about 2 in 5 vulnerable customers are not being recognised until it’s too late. So we’re welcoming 2023 in with a mission to ensure all businesses and organisations are able to both recognise and support their customers, supporters and team members who may find themselves in a vulnerable situation and knock that number down significantly from an unacceptable 40%.
But who are they?
What vulnerable circumstances might they find themselves in?
How can we tell?
How can we help?
We’re delighted to welcome Jacqui Workman to our team in her new role as Associate Consultant and Trainer, Trust Sessions with effect from 4th January 2023.
ReynoldsBusbyLee MD, Elaine Lee and Jacqui have successfully worked together for more than a decade since they met whilst creating the Direct Marketing Association’s position and work on championing the needs of customers in vulnerable circumstances. More recently, Elaine and Jacqui created Trust Sessions which has trained customer facing staff from a wide range of businesses and organisations who, in turn, have rolled out their training across their teams.
The regulators are getting tough on firms who are not treating customers in vulnerable circumstances fairly. After years of work with Treating Customers Fairly the Financial Conduct Authority has set the wheels in motion for Consumer Duty which is tougher and more demanding of firms. Now this morning we see Ofgem calling out how the UK's 17 energy suppliers have failed customers in vulnerable circumstances and all this comes as the UK public are facing the toughest winter in years with the cost-of-living crisis.
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