For many organisations Consumer Duty legislation is transforming the way we think about quality and customer service. Rather than thinking transactionally and breaking customer service into a series of tick boxes it focusses on customer outcomes. Even if we don’t work in an FCA regulated environment it is worth exploring the principles behind consumer duty if we want to deliver great customer service. At the end of the day our customers don’t care about how many boxes we have ticked. What they do care about is their outcome.

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This article was first published in the 2024 Best Practice Guide - Shaping the Future

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