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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
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.
Waking up to the news every day alerting us to the latest data on the cost of living crisis surely affects the most resilient amongst us. Today’s headline is that inflation figures show the cost of living went up 10.1% in the 12 months to September. This means rising at their fastest rate for 40 years. And let’s remember this was calculated pre ‘mini budget’ (but we’re not venturing down a political alley, there’s plenty written about that elsewhere).
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