Tag Archives: general insurance



On 30th October 2015, Independent Customer Management Consultants Lexden are hosting a half day FS CX Masterclass at the Association of British Insurers offices in Central London.

As someone who reads our blogs on customer experience, we would like to invite you to join us on the day.

The half day event is designed for financial services practitioners to benefit from a selection of thought leading presentations covering a variety of insightful and inspirational customer experience topics to help clients get ahead.

Speakers topics include (full details below):

  • How to measure customer experience profitability 
  • Practical examples of CX working for FS brands
  • How to get ahead of others in today’s cluttered FS CX space
  • What great looks like for FS customers and how to deliver it

If you are interested in benefiting from this opportunity, please complete the contact form details below and we will reserve your complimentary place.

Speakers include:

phil klausWorld renowned speaker, author and Professor of Customer Experience, Professor Dr Phil Klaus. Phil holds multiple professorships around the globe. His award-winning research has appeared in numerous books, and a wide range of managerial and academic journals. His areas of expertise include customer experience. Phil will reveal the uncomfortable truth about conventional CX performance and share a more superior approach.

meLexden’s MD Christopher Brooks has worked with a variety of financial services giants spanning a 20 year career (including Amex, Aviva, Barclays, Raffeissen Bank, Direct Line, JPMorgan, Hiscox, Visa, Ageas, Tesco Bank, Investec, Nationwide, Visa and The Co-operative Bank among others). Christopher will be sharing insights into what those who excel are up to in financial services customer experience.

darren cornish

Darren Cornish is Director of Customer Experience at The Share Centre. Having driven customer-led thinking forward at  Aviva, Axa, Eon and now with The Share Centre, Darren has always had ‘customer ‘ in his title and customer contentment on his agenda. Darren will share the award nominated  FS CX presentation from The Share Centre.

“Christopher delivered a first class presentation at our Protect Association conference. As Simon Cowell would say, ‘He nailed it!’ – Steve Devine, Chairman, PROTECT

If you are interested, we would love to see you there. Either complete the contact form above, reply via the website lexdengroup.com or email christopherbrooks@lexdengroup.com to secure your complimentary place.

Full details of this event are below.

fs event3jpg

Lexden helps deliver Customer Experience Strategy and Management for clients seeking sustainable profit from customer experience.

If you like what you’ve read please sign-up to Lexden’s ‘Customer’s World’ Update for ideas, inspiration and insights to improve your customer strategy endeavours. 

For further information on how we can help with your customer challenges contact christopherbrooks@lexdengroup.com or call M: +44 (0) 7968 316548 or T: +44 (0)1279 902205.  You can also follow us on LinkedIn, Facebook or Twitter or read client testimonials and case studies at www.lexdengroup.com.

Find out ‘What matters most to protection customers’ – poll and survey results

Thanks to all who voted in this poll. We asked professionals in the protection world to rank what they felt was most important to customers when dealing with a protection company. Whilst we accept that a CI is different to a whole of life product which in turn is different to a home insurance policy, we were looking for an overall response.

I attended the PROTECT AGM last week and posed the same question to that audience. So I now have three lists of customer expectations for us to compare:

1. The Linked In poll professionals

2. The PROTECT AGM audience professionals

3. The customers (purchasing professionals)*

Nunwood’s CEE study, provides the third list for us. They interview 7,500 Respondents and have ascertained circa 130,000 Ratings. It highlights what matters most. The UK, US and Australian study has found that consumers typically measure experience against these 6 customer attribute criteria. Here are the results….

protect pollIt highlights that those in the know, know less about what their customers believe is important than perhaps they hoped they did. Of course every company’s customers are different. But on the whole these criteria will be common. And this is not to say any of these aren’t important. In fact, if an organisation’s customer experience team has highlighted these six criteria over all others, they are ahead of the curve.

We have found some of the individual company attendees from the esteemed membership of the PROTECT AGM, artfully chaired by Steve Devine, did in fact get a much closer match than the group or the LinkedIn pollsters.

What can we conclude from this?

Well I think there are four outcomes to consider which for commercial, competitor and consumer benefit reasons should be looked at by any of the companies involved in this poll.

1) Is your company measuring its customer experience performance against these attributes? The Nunwood study’s top ten performers also outperform the FTSE 500 by over 950%! Setting up a CSAT study or even VoC feedback loop or panel discussions about these areas will yield a wealth of insight to inform how to fix broken processes and build a brighter customer experience.

2) If you customers are comparing the quality of experience across these 6 attributes, to the best performers, have you set your own benchmark high enough or against the right competitors (customers think about the consistency of Amazon when they order from others online, regardless of the product or sector they are purchasing from)?

3) These could be crucial areas of opportunity to differentiate your brand from others. Understanding what matters is important. Knowing how to exploit it to the advantage of your brand is another level.

4) If you are investing in areas which aren’t on this list, the chances are that investment in customer experience wont pay off, or if it does it wont have an ROI near initiatives that deliver against these 6. Customer Experience is a challenge to research. You need to learn from customers rather than listen.  

So much to take from this small poll.

We shared these points on customer experience and many others with the PROTECT audience. If you would like a copy of the presentation please email me christopherbrooks@lexdengroup.com.

Lexden provide a range of strategic customer services; customer insight interpretation, customer value proposition development, customer experience programme design and delivery and brand enrichment. Our expert team has experience providing these services to brands like Barclaycard, npower, Virgin Active, American Express, Visa, Tesco Bank, SSE and the University of Surrey. 

We can next be seen at Cross Media 2013.

Posted by Christopher Brooks.

Lexden | We work with brands to attract and retain happy customers | We achieve this by helping them to understand what makes their customers tick, building memorable customer experience strategies and creating engaging customer value propositions.

If you like what you’ve read please sign-up to our monthly ‘Putting Customers First’ newsletter | Or for a discussion on how we may be able to help you, contact christopherbrooks@lexdengroup.com or call us onM: +44 (0) 7968 316548 |

You can also follow us on LinkedInFacebook and Twitter @consultingchris.