Using our unique and proven set of methodologies and measurement tools, we can map out your customers’ expectations at every step of their journey. Armed with these insights, we can help you develop the customer-centric culture that will deliver the maximum value to your customers and, ultimately, to your business.
The financial services sector is in a dynamic state. Economic uncertainty is driving cautious consumer and corporate behaviour. New fintechs are offering an alternative to more established banks and insurance companies, and digital and personalised services are clearly preferred by most audiences. Customers are actively seeking the best experiences and it’s the organisations who offer them that will secure their loyalty and value – as well as a healthy return on investment. With CGA, you’ll be one of them.
20
Years experience
250
Successful programmes
How we help you realise optimum customer value
Fulfil your duty of care
The most significant factor forcing the financial services sector to focus on the customer is the FCA Consumer Duty, the cornerstones of which are putting consumers’ needs first, not causing them harm, and ensuring they can make informed and effective decisions about their finances. Given the complexity of many financial products and services, firms must be willing to make time for their customers and see things from their point of view. We know from experience that this is particularly important when dealing with financially vulnerable customers. Our solution is Heartbeat®.
Let's assess your current capabilities
Before embarking on any change programme, it’s vital to assess whether your organisation is capable of delivering it successfully. Do you know what your strengths and weaknesses are? You might have some inherent abilities that could underpin some quick wins. You may have internal challenges that need resolving first.
Using Compass, our customer experience maturity audit tool, we can help you scope out your current capabilities against business-critical parameters. Compass can also help you meet another of the Consumer Duty’s requirements – to assess and evidence your own behaviour towards customers.
Put yourself in your customers' shoes
With Heartbeat®, our proprietary methodology, we create a bespoke end-to-end experience map of your customer’s journey. At each step, we map out their needs and expectations, and assess how you perform against them; sometimes you’ll be getting it right, but there will be occasions when you’re falling short. We use both qualitative and quantitative customer research, combining data with the real voice of your customers.
We can then help you turn the insights into actionable improvements, focusing your efforts where they will have the greatest impact on your customers and creating real moments of truth.
Coaching customer-first at every level
Financial and commercial drivers are often so ingrained in financial services institutions that adopting a customer-first culture simply isn’t possible without coaching at every level. In our experience, even senior leaders need a bit of help and guidance.
Using a purpose-designed framework and established coaching techniques, we can provide you with a bespoke programme that will enrich your leaders and equip them with the skills they need to lead your business through your transformation.
Using our proprietary Xcellence TM Wheel, our experts can also guide your employees, particularly those in customer-facing roles, and help them develop, understand and implement the attitudes, values and behaviours that will deliver the desired customer experiences.
Read our case studies
Financial inclusion for all
International Personal Finance operates in multiple countries and offers credit and microloans to customers, many of whom are financially vulnerable, through a network of agents. By putting the agent-customer relationship at the heart of the company’s new Think Customer programme, we’ve helped IPF unlock the potential value of its consumers.
Community first
While most banks are choosing the cost efficiencies of going digital, we worked with Dudley Building Society to help them gain a deep understanding of what their target market really wanted – an amplified high street presence and deeper involvement in the community.
Loans on the move
LeasePlan, an international vehicle leasing company, underwent a bold transformation after we helped them in prioritising the customer at the core of their business decisions.
Navigating Financial Services Transformation:
Prioritising Customers for Success
Download: The Journey to Customer Centricity with Tom Allder
Chief Marketing Officer at International Personal Finance speaks about the challenges and opportunities they faced when they decided to become truly customer centric.
”“Customers that receive the best experience tend to drive the best commercial results for the business."
Tom AllderChief Marketing Officer, International Personal Finance
by ForgetWP®