James Edmonds: Customer experience - holding up the mirror

'Profit and delighted customers go hand in hand'

clock • 5 min read

One of the biggest changes in the financial services sector in the past 21 years is the focus on customers, writes James Edmonds

One of the biggest changes in the financial services sector in the past 21 years, is the focus on customers.  This may seem a strange statement to make, but financial services has traditionally been a sales-orientated sector, rather than a solutions one. For the advice sector, it hasn't been easy to work in an environment where fees and charges were more important that the value that advice offered.  Having spent most of my working life in the customer experience realm, I can tell you that customer experience can be a lonely field. Holding up a mirror to an organisation and its senior...

To continue reading this article...

Join Professional Adviser for free

  • Unlimited access to real-time news, industry insights and market intelligence
  • Stay ahead of the curve with spotlights on emerging trends and technologies
  • Receive breaking news stories straight to your inbox in the daily newsletters
  • Make smart business decisions with the latest developments in regulation, investing retirement and protection
  • Members-only access to the editor’s weekly Friday commentary
  • Be the first to hear about our events and awards programmes

Join

 

Already a Professional Adviser member?

Login

More on Your Business

ValidPath to offer £100,000 to AR firms facing exit penalties

ValidPath to offer £100,000 to AR firms facing exit penalties

‘Safety blanket’ for AR firms moving to ValidPath network

Jenna Brown
clock 20 February 2024 • 3 min read
Inside the CII's new training programme for advice firm owners

Inside the CII's new training programme for advice firm owners

‘Building a World Class Advisory Practice’ is off to a strong start

Hope Coumbe
clock 15 February 2024 • 4 min read
PA Management Retreat 2024: Secure your place for our May event!

PA Management Retreat 2024: Secure your place for our May event!

Targeted two-day specialist event for owners and directors of advice firms

Professional Adviser
clock 13 February 2024 • 1 min read