Podcast ¦ Vulnerability Matters: Episode 29 – How do I get a customer to disclose With Alexis Stevens from Money and Mental Health

Access the full podcast series here

Key Takeaways

Supportive Disclosure Environment: A supportive environment is essential for customers to comfortably share their vulnerabilities with financial service firms.
Disconnect in Support: There is a significant gap between the potential support that firms can offer and the actual disclosure rates among consumers facing vulnerabilities.
Fear of Negative Impact: Research shows that a substantial percentage of individuals with mental health issues fear that disclosing their condition may negatively affect their access to financial services.
Emotional Barriers: Emotional factors such as embarrassment and skepticism about the effectiveness of disclosure heavily influence the decision not to disclose.
Effective Communication: Clear support pathways and effective communication are necessary to reassure customers that their disclosures will lead to meaningful assistance.
Consistent Disclosure Opportunities: Organizations should provide consiste...

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