Customer-centric strategies needed more than ever in financial services

LIBOR rate-fixing is just the latest in a long line of high-profile stories to mire the financial services sector.

Consumers are despondent; the banks that have their financial security in their hands are some of the least trusted businesses in their lives.

So with consumer trust at rock bottom, the financial services sector is in need of change.  With this in mind, we partnered with Marketing Week to bring together some of the industry’s leading marketers to discuss the challenges and how FS brands are reacting.

Around the table I was delighted to be joined by: Charlie Gower (head of research and insight, Hiscox), Kelvin Godhard (senior marketing manager, HSBC), Richard Doe (CEO ING Direct), Alex Bannister (head of customer marketing, Nationwide), Christopher White (former head of marketing and sectors and regions, RBS) and Sion O’Connor (marketing director, Vanquis Bank).

It was a lively and insightful discussion covering a range of issues from how marketing strategies are changing in focus and how new entrants are impacting on the industry, to how new channels are being used to talk to customers.

If you’re interested in finding out more, the full discussion can be found on Marketing Week.

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