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.

raising standards in financial services customer experience

What you’ll hear about in this episode

  • 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 is 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.

James’s links:

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Quirky Z Hotel: Urban luxury with free cheese and wine

“And you’ll find free cheese and wine in the Z Cafe from 5 pm until 8 pm,” said the smiling receptionist as she led me to my room.

Reminding me of a Parisienne Courtyard, they’d stacked the Z Cafe full of free tuck, and most welcome after a day of meetings, debates and speaking.

They were offering more than just cheese and wine. It was a smorgasbord of continental treats. Humus, olives, and other tasty nibbles. 

After dumping my stuff in my room I relaxed with a full-bodied glass of Malbec, read a couple of chapters of my book, and soaked up the atmosphere. Looking around I saw other solo travellers, and couples either sat in secluded booths or at the long wooden table, laughing and enjoying the free fare.

Quirky Z Hotel: Urban luxury with free cheese and wine

Photo from http://www.thezhotels.com/

Z Hotels are new to me. This one formed from a series of converted townhouses in Gloucester Place, London is brand new. Spotlessly clean. Cozy and inviting. Such a change from the functional dullness of Travelodge and its soulless mediocrity.

For a similar price Z Hotel offers quirky urban luxury. Wooden floors in the rooms inject character. Large queens sized bouncy beds with thick quilts and crisp white sheets invite you to snuggle in and watch a Sky Movie on the gigantic televisions.

The rooms are small, but the fresh design leaves you with a feeling of space. Perhaps the way they separate the bathroom, with its large walk-in shower, from the sleeping area with a frosted glass partition adds to the sensation of scale.

Only 10 minutes walk from Marble Arch or Marylebone Station it provides you with a good central place for a business or leisure visit.

The chatty waitress insisted I have another glass of wine before they closed the free bar. Later I retired to bed for a comfortable night’s sleep.

With free wifi, and the free cheese and wine, the Z Hotel Gloucester Place offers the promised urban luxury at a good price. My only niggle was there was no bedside light. Your choice was either the bright main room lights or darkness. I found putting the bathroom light on, illuminating the bedroom through the frosted glass was a better alternative.

I didn’t eat breakfast in the hotel, but as I wandered through the Z Cafe courtyard the following morning I saw a plentiful spread of cold meats, cereals, pastries and bacon rolls.Tempting as it was to linger and enjoy food and coffee in such a welcoming place, more meetings beckoned and I set out into the cold London morning air thinking the Z Hotel has found a place high up on my preferred hotel list.

With sites across London and in Liverpool and Glasgow I’m sure I’ll be back for more of the delicious Malbec soon.

What do you think?

Have you stayed in a Z Hotel? What did you think? Are the rooms too small? Did you enjoy the Z Cafe? Leave a comment and let me know.

Ali McGill on how a focus on customer experience could transform your business – MPAF99

In this episode I talk to customer experience expert Ali McGill.

How a focus on customer experience could transform your business

Welcome to episode 99 of the Marketing Protection and Finance Podcast.

Ali McGill on how a focus on customer experience could transform your business

Who is Ali McGill?

Ali is founder of Ashton McGill . He’s passionate about people, and frustrated by the way many organisations behave today. He says they don’t care about their staff or customers. Profit has become their only measure of success. They have no soul.

He’s on a mission to help companies create better customer experiences. To help them understand compassion,empathy, and treating people well.

What you’ll hear about in this episode:

  • How constructive discontent points the way to a better customer experience
  • The folly that sees $500bn on marketing in the US but only $9bn on customer experience
  • The importance of asking how your customers feel about your service
  • How to use “Rip and Mix” to take learning from other sectors

Links:

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