Why a customer centric culture is the best way to win back trust
The Financial Services industry is still struggling to win back customer trust as scandal after scandal haunts the sector. And Engage Business Media’s Customer Engagement in Financial Services Directors Forum identified culture as the key to winning back trust from increasingly sceptical and savvy customers.
The Forum was hailed as a fantastic success by both delegates and sponsors and with no fewer than six case studies from FS organisations as diverse as HSBC celebrating its 150th year in business and the yet to be launched digital-only Atom Bank it was easy to see why.
Opening keynote on driving a customer-centric culture and a great scene-setter came from Peter Sinden director of GI sales and service at insurer LV= whose success has been built on linking employee engagement to customer engagement, performance and profitability.
This set the tone for a day that in addition to illuminating case study presentations from HSBC, Barclays, Metro Bank, Atom and Direct Line also featured thought leadership presentations from the likes of KPMG Nunwood, Creative Virtual, Econiq and Instinctif plus a roundtable lunch discussion on Livechat hosted by LogMeIn.
The Forum, chaired by Engage Business Media’s editorial director Steve Hurst included highlight after highlight, featured a lively hour-long question time style panel debate and ended with a closing keynote from Andrew Richards, director of retail banking at leading challenger bank Metro which has just opened its 35th store.
It was a fitting finale because it is the customer-centric culture at Metro that has defined its success. If the FS sector really does want to win back that elusive customer trust then yes its culture is the key – culture truly does eat strategy for breakfast.