The role of culture in customer service

As Guardian scoops one of the highest accolades for service for the 3rd year in a row, COO, Duncan Mosely, shares his views on what it takes to keep customers happy.

In this podcast, Duncan and John discuss Guardian’s recent 5 star award at the Financial Adviser Service Awards. It’s something the challenger has achieved every year since launch, so what’s happening behind the scenes at Guardian to provide this consistently good level of service?

They chat about the crucial role of culture in driving the right outcomes and how to hold onto that as a business grows. Duncan also shares his thoughts on where technology sits in the mix, both now and in the future; why listening is so important; and what he’s looking at right now to reduce adviser effort.