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Dear Members,
2010 is going to be a challenging year and we have to accept that 2011 may well turn out to be no different. In these challenging times, customers of the insurance and financial service industry look more closely at our offering. Like all businesses, we need to demonstrate value for money and this means providing a high quality service and delivering on our promises.
Our industry is a knowledge-based industry, and our customers expect to get good advice and high quality administration. They do not care about the challenges we experience behind the scenes, such as the need to cut costs or changes in the regulatory framework.
How can we meet their expectations and, following the credit crisis, restore faith? We need to focus on ensuring staff are appropriately skilled to deliver the service required of them; we need to ensure that our businesses operate to high standards. In order to achieve this we need a culture of learning and a positive attitude to new developments.
The CII and your local institute can help through its comprehensive set of exams, its CPD regime and its ability to influence business leaders and work with regulators. This is your institute and you can get a lot out of it – if you want to!
A long time ago, during the recession of the 1990’s, I asked the director of a major life company if he was worried about the future – he replied that he was not because no matter what happened he was working to increase his value. That comment has stayed with me. Your institute can help you increase your value and we look forward to seeing you at our meetings and events throughout the forthcoming year.
Nick Boon, Cert PFS, ACII
2010-11 President
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