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

  • 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

Next gen view: 'Starting a firm is like parenting, you're learning daily'

Next gen view: 'Starting a firm is like parenting, you're learning daily'

Podcast discusses the challenges of being a new advice business owner

Laura Miller
clock 27 January 2023 • 3 min read
Barr: "If there are too many meetings in a day, my energy dips and this can have a knock-on effect."

A day in the life of an adviser: South Ayrshire-based Shona Barr

PA hears how advisers all across the nation structure their workdays

Hope William-Smith
clock 27 January 2023 • 2 min read
Four new year's resolutions that every adviser should consider

Four new year's resolutions that every adviser should consider

Help is here to get your business off to a flying start in 2023

Simon Goldthorpe
clock 26 January 2023 • 4 min read