Emma Thomson on promoting positive protection insurance stories – MAF140

My guest on the show this week is Emma Thomson.

We talk about building LifeSearch, promoting positive protection stories, and the Protection Distributors Group.

It’s a great interview full of insights and ideas about company culture and customer engagement.

Welcome to episode 140 of the Marketing and Finance Podcast.

Emma Thomson on promoting positive protection insurance stories - MAF140

What you’ll hear about in this episode

  • The success of LifeSearch, one of the UK’s biggest protection insurance intermediaries
  • How company culture is important in developing a true customer focus
  • Making sure people see positive PR stories rather than focusing on the odd negative one
  • How real stories about the experiences of real people are the best way of broaching a dull subject like insurance
  • How creating your own awards event can improve products and service in your industry
  • The development and successes to date of the Protection Distributors Group

Who Emma Thomson?

Emma is Life Office Relations Director at LifeSearch.

She consults with financial services product providers on the strengths and weaknesses of their offerings to help them increase their business. Externally she provides advice on Product, E-Commerce and Process development and is a member of the F&TRC Protection Forum, the Income Protection Task Force and the Protection Distributors Group.

She also has a regular column in Money Marketing Magazine.

Links 

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Vishal Pandya on the Society of Mortgage Professionals and the benefits of communities – MAF117

In this episode, I talk to Vishal Pandya.

We chat about the Society of Mortgage Professionals and the benefits of communities.

Welcome to episode 117 of the Marketing and Finance Podcast.

Vishal Pandya on the Society of Mortgage Professionals and the benefits of communities - MAF117

What you’ll hear about in this episode

  • Creating a community to help advisers come together to share ideas and best practice
  • How the Society of Mortgage Professionals fits with the Chartered Insurance Institute and the Personal Finance Society
  • The unintended consequences of the Mortgage Market Review on protection insurance
  • Roadshows, business development and the importance of social media and digital marketing

Who is Vishal Pandya?

Vishal is Operations Manager at the Society of Mortgage Professionals.

He runs the society’s roadshows, liaises with advisers and ensures they keep up to date on the latest market and technology developments.

Originally from Kenya, he has a unique perspective on UK financial services compared to other markets.

Vishal’s links:

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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:

If you enjoyed – James Daley on Fairer Finance and raising standards in financial services customer experience – please leave a comment or a review on iTunes.

And if you know anyone who would enjoy the show – please share it with them. You can use the buttons below to share on social media.

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