Customers

The mindset of a customer is more forward-thinking than ever. Is it enough for a business to just deliver a service well, or do they also need to plan ahead to avoid future problems and respond to changes in the market? Tom Wood considers why getting ‘stuck in the present’ may be a risk for businesses.

Under the Insurance Distribution Directive (IDD), insurance intermediaries must have the minimum necessary knowledge of complaints handling. Here’s why having strong customer service skills provides a solid foundation for meeting this requirement.

Is your inbox having a negative impact on your productivity? Nathan Matthews looks at the benefits of ‘working offline’.

Why is it important to have a robust vulnerability strategy?

When was the last time you wanted to complain, but didn’t? The stereotype that the British are reluctant to complain is backed up by recent research commissioned by the FCA.

Retaining customers is a fundamental principle of good business practice. Existing customers are often the most profitable, so building a greater understanding of your clients is a topic which deserves significant consideration.

We all know that Plan A will work because the plan is so awesome and couldn’t possibly fail right? WRONG!!

In business things change so quickly and you must be ready to change your plan and direction to best serve your clients.

‘It’ll never happen to me; I’ve got nothing of interest that they would want…’