Andrew Clark: Building customer trust

A few weeks ago we published our customer research that highlighted a continued ‘lack of' customer trust as a major issue for the protection market. This is a well discussed point and so whilst this will not be a surprise to many, our research does support a different approach to tackling this long-standing issue. In this article we explore why current strategies are not solving the ‘trust' issue but are actually perpetuating it and why our proposed alternative might just work. The protection industry is underpinned by a strong desire to provide a ‘social good' to protect its custo...