My guest for this episode of Informed Choice Radio is Michael Fotis.
Mike is a man on a mission. He’s the founder of Smart Money People, a business seeking to deliver real change in financial services by leveraging the power of its unique customer insight.
His clients include retail banks, building societies, insurers, alternative finance providers and trade associations.
Mike has written about financial services for a number of publications, including The Spectator, The Money Advice Service and ResPublica. He’s spoken at events including the ABI’s Big Data conference.
In this episode of Informed Choice Radio, I speak to Mike about whether the boring reputation of financial services results in swerving scrutiny about their customer experience, what the rise in FinTech means for customer service in financial services, if customer reviews can be manipulated by the firms seeking them, and much more.
Welcome to Smart Money People with Michael Fotis, in episode 144 of Informed Choice Radio.
Some questions I ask
-Why do banks have such a poor reputation for customer service and for trust?
-Why do you think there’s that disconnect between someone’s individual experience with their bank or insurance company or fund manager, whoever it might be, and a collective reputation of the sector?
-How do you work with banks and other financial services companies to improve their reputation or help them improve their reputations?
-Talk to me about transparency. What role does that play when we’re trusting a large organisation?
-With all of this growth in Fintech do you think that’s going to force the established players to up their game a bit?
Useful links mentioned in this episode
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