UNTANGLING THE CONSUMER DUTY
To put it simply, the Consumer Duty is about doing the right thing by your members. Here are our top communication tips to help you do your Consumer Duty:
Get to know your members. Use the data available to you or use surveys to create hypotheses about who your audience are, create personas and use them to map member journeys that meet their needs. Then, test these hypotheses by reviewing the effectiveness of your communications and taking the time to speak to your members.
Provide your members with what they need to make informed decisions. Give them the information they need, at the right time, and in the right way – making sure they can take action without encountering unnecessary barriers.
Finally, don’t forget to test your communications. Check your communications meet the needs of your members and test they’ve achieved what they were designed to do after they have been issued. And importantly, use what you learn to improve and adapt your communication in the future.
Want to find out more about how you can do your Consumer Duty? Get in touch at hello@likeminds.uk.com.