Simplified has helped remarkable companies to put in place programmes that simplify communications and transform complexity into clarity ‒ all with the overall purpose of improving customer experience and treating customers fairly. Here are seven factors that predict success in clear communication in business – these apply equally well to a small plain English rewrite and an enterprise-wide clear communications programme.
The Financial Conduct Authority (FCA) has asked financial services firms to write for the consumer first rather than adopt a tick-box approach.
In a recent FCA Discussion Paper, the Financial Conduct Authority reiterates its expectation that firms:
- understand and recognise the importance of communicating effectively with consumers
- create product and service information for consumers with at least as much behaviourally informed creativity as is applied to business development, marketing and financial promotions
- create communications as an integral part of the product or service design process’
We support this move from a compliance to a customer focus, and also recognise just how difficult this process can be − both for start-ups and traditional financial services firms. We help our clients adopt long-term improvements as well as quick-wins to each of the focus areas highlighted by the Financial Services Authority:
- presentation of terms and conditions
- disclosure of fees and charges
- helping consumers direct queries to the relevant part of a firm quickly and easily
- raising consumer awareness of the Financial Ombudsman Service and the cover offered by the Financial Services Compensation Scheme for specific products or services
- common terminology in the general insurance sector
- complexity of information provided to consumers at retirement
- transparency around the scope and cost of an investment advice service
Crafting a meaningful message that entices people to explore, examine and engage.
Helping people to make informed decisions about companies, services and products.
A connection between people that changes what people do and how they do it.