James Daley on Fairer Finance and raising standards in financial services customer experience - MAF116

My guest in this episode is James Daley from Fairer Finance.

We talk about raising standards in financial services customer experience.

Welcome to episode 116 of the Marketing and Finance Podcast.

We chat about:

• How ratings help customers pick companies on factors other than price
• Getting beyond blissful ignorance to find out what customer service is really like
• The insurance power of three - claims stats, Ombudsman complaints, and transparency
• Why you have to move beyond "legally watertight" to focus on what is fair for the customer

Who James Daley?

James has been a financial journalist and consumer rights campaigner for more than 16 years. In March 2014, he launched a new consumer group and financial consultancy - www.fairerfinance.com.

Their tables rank financial services companies based on how they treat their customers, how good they are at handling complaints and how transparent they are. These ratings are designed to help customers of insurers and banks look beyond price - and also to encourage companies to compete on service and transparency.

Fairer Finance makes its money by changing the industry from the inside out - working with companies to create clearer documents, and more transparent customer journeys.

Fairer finance isn't trying to villainise the industry, it's dedicated to raising standards.

James believes companies shouldn't just tell their customers they're fair and good - they should show it.

Links and Show Notes.

For links to the books and apps mentioned by James, please visit http://rogeredwards.co.uk/MAF for the show notes.

What is the Marketing and Finance (MAF) Podcast?

The podcast for ideas and inspiration on marketing your business and growing your business, and for discussing topics on all things finance.

The MAF Podcast is a 30 minute radio show you download from http://rogeredwards.co.uk/MAF, iTunes or Stitcher Radio.

Each week you'll hear interviews with business experts, marketers, entreprenuers and journalists. Interviews to listen to in the car, on the train or on the treadmill. Or even in the bath!

We talk about:

• How you can grow your business using content marketing and social media
• How you can keep your Marketing strategy and communications simple
• Topics, issues, products and business models from the world of finance

You’ll take away one or two big ideas that you can apply to your business. So you can keep marketing your business to keep growing your business.

I’m your host, Roger Edwards.

A marketing guy from Edinburgh, Roger helps people keep their marketing simple in a world where complexity threatens to stifle business success.

An experienced marketing professional helping businesses with their marketing strategy, content and social media.

Roger clocked up many years in the ‘big corporate’ world as marketing director of several UK financial services brands before setting up his own consultancy. Some of you might remember me as the Marketing Director and Managing Director of Bright Grey and Scottish Provident.

He now uses his expertise to guide his clients in designing engaging campaigns and is known as a prolific content creator, podcaster and a speaker.

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