Insights

We all know the importance of product relevance and knowing your customer. As with all good products, making sure it’s right for your audience is the single most important thing you can do. Fundamentally this comes down to understanding what it is that a given cohort of schemes customers need.

Solving complaints and being responsive to the specific needs of your membership underpin good service. Why? Because the true measure of good service is how you deal with the challenges.

What makes a given scheme the envy of the market? It’s a big question. But first, some important context.