Breaking Down the Barriers


Treating Customers Fairly says: Consumers can be confident they are dealing with firms where the fair treatment of customers is central to the corporate culture.  Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.

Putting customers first is an easy objective to aim for – it’s also a regulatory requirement. But businesses still struggle to understand and implement it. In this session we look at how you measure the needs of the customer; how you can get more out of NPS (both internally and externally); and how you can develop your customer communications by testing and learning what works best to optimise the user experience.

We look at key research findings (derived through mystery shopping, communications testing and behavioural economics) to discover what channels and literature work best for customer engagement and understanding.  We also examine NPS benchmarking and how it is used by the Board for customer satisfaction monitoring.

How can you shape your communication material in a way that is compliant, engaging and fit for purpose? The session will to include working examples of the application of behavioural science, demonstrating how compliance and marketing can work together in the general insurance sector.

Speakers Include:

James Daley, Managing Director, Fairer Finance

Ian Winters, Executive Director and Head of Research, FWD

Kevin Neal, Strategy and Innovation Manager, DAS


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