SMUG – Heating or Eating

Leadership in advance of winter. Let’s look at the impact of cost of living increases on customers’ behaviour and what our organisation needs to do in response. Eg you might be an insurance company with no obvious immediate connection to heating/eating, however customers may be looking to reduce costs in all areas, which might mean more shopping around, different decision making criteria, more price challenges, some tough thinking about what they really value and what is a nice to have, heating using different methods and different risks, some customers deciding to risk not having insurance at all with a knock on effect for claims involving uninsured drivers, increased payment failures, canx DDs, increase in fraudulent claims etc and the pressure of financial vulnerability manifesting itself in more difficult and negatively emotional conversations. Could even drift into a bit on our own Teams and the impact there.

Join Nicola Eaton Sawford and like-minded colleagues from across sectors for a Senior Leaders brain workout!