How to give customers a great experience

Do you notice how brilliant your people are with customers on the phone or in person and wish they'd sound as good in letters and emails?

I see this all the time. For example, a bank I was working with was giving excellent service, but in writing they became formal and legalistic. The care they showed in person had evaporated.

The fix? Get all the teams together and help them be themselves more when they write. It's a simple idea, though not always easy to achieve.

And now, with the FCA's new Consumer Duty, you have to prove you're getting this right for customers so it matters more than ever.