Our work
We are leading experts in the field of behavioural skills development relating to spending, credit and money management.
We are consultants to financial organisations, helping them to deliver value through engaging better with their customers
We believe that the highly commercialised commoditisation of many banking offerings, broadening availability whilst reducing the level of personal engagement, has enabled many to develop inappropriate and unsustainable financial behaviour. We also believe we have identified many of the ways to rebuild mutually respectful relationships between bank and customer, based on mutual long term benefit and trust.
The development of highly accessible credit has enabled a generation to become increasingly less aware of the link between consumption and the requirement to pay, indeed many from older generations have overcome their historic reservations enabling them to stray from financial safety.
The current poor levels of engagement is damaging for everyone, irrespective of their level of wealth or income. We believe we have a unique understanding of consumer behaviour which enables us to create awareness in both young and mature consumers that enables them to enjoy being in control of their money.
A number of banks and other organisations have recognised the need to evolve, and we are working with a number of them to design and deliver systems, processes, procedures and training programmes to enable their customers and employees to engage with money and spending appropriately and in their mutual best interests, and so enhance the relationship between them.
Who do we work with?
Government, international banks, the voluntary sector, debt management companies and large employers.
Our views on Money, Wealth and Debt
Money
We believe that having a realistic relationship with money is essential for happiness. There are many people able to find happiness with just enough to live on. That doesn’t mean that people with money can’t be happy. What it does mean is that they need to manage their money instead of letting their money, or perceived lack of it, manage them.
We are experts in designing seminars, one to one coaching, online programmes and customer journeys to enable people to develop a healthier and happier relationship with money.
Wealth
The challenges of wealth can be complex and even potentially damaging. We are able to help people and their children connect with money in a way that enhances their life. We can help them discover or re-discover and understand value at a fundamental level and how to access fulfilling and satisfying opportunities and experiences.
Debt
Debt, like wealth can provide opportunities or indeed misery. It can be the means to a bright future or bitter experience. We help people who have an uncomfortable level of debt to equip themselves with the skills they need to make the best decisions for their future. We help them enjoy getting control over their finances and the confidence to build success of which they can be justly proud.
We can help your organisation ensure that communications with customers strengthen the customer relationship in a way that better delivers the corporate strategy.
We do this through our input into the design of the ways that your organisation communicates with your customers to ensure that the intended message is most often the one that is received
o We help your organisation develop an ethos and internal environment that contributes to nurturing more beneficial client relationships.
o Our impressive track record of designing and delivering tailored behaviour change programmes across many media, at all levels of seniority, with individuals or huge groups is testimony to our ability to incorporate Behaviour Change expertise within any systems environment to achieve specific behavioural objectives.
How do we do these things? Essentially through our knowledge from research, expertise, breadth and depth of experience and relationships with other leading experts:
o Behavioural Expertise: Our programmes incorporate state of the art disciplines and thinking, including Neuro-Linguistic Programming, (NLP), hypnotherapy, and a wide range of psychological approaches and techniques.
o Systems Expertise: Our team of systems experts are able to create state of the art applications incorporating pioneering design concepts.
o Experience: Our depth and breadth of behaviour change programme design and delivery experience enables us to spans all media, including Face to Face (F2F), websites and interactive software programmes.
o Understanding: We believe our research gives us an unparalleled understanding of the behaviour of consumers and their relationship with money, spending and debt. Our study of consumer reactions to the combined effects of changes in their personal financial situations, marketing pressure and social pressures to consume, invest and save makes us an authority on the dynamics around personal money management.
o Network: We have excellent relationships with experts that cover a very wide range of behavioural subject areas to ensure highly effective outcomes.
o Financial expertise: Our directors have backgrounds at director level in finance, change management, and behaviour change. We are experienced in resolving issues and delivering behaviour change solutions in the financial services industry and the commercial sector.
What types of services do we deliver as part of the behaviour change offering?
o Systems design to deliver desired results
§ Design of processes and procedures across all media e.g. Face to Face (F2F), customer journeys, virtual interactive programmes, electronic and hard copy
§ Utilising many formats e.g. games, journeys, structured and modular learning, treasure chests.
§ Incorporating engaging and motivational content
o Training
§ Outcomes:
· Ensuring a consistent message is received across the entire staff
· Ensuring relevance of the message to the roles is conveyed at a meaningful level
· Sewing the seeds to help the culture evolve and embrace the desired values
§ Design, delivery and rollout of :
· Employee journeys
· Interactive personal development programmes
o Success Stories examples - Talk to us about any of these examples that are relevant to you.
§ Cultural change – Traders develop respect for back office
§ Ethos enhancement – mutual co-operation between departments
§ Performance – reporting time reduced by more than 50%
§ Internal Communcation - private bank - teams in major systems implementation get to see the whole structure.
§ Understanding – Strategic plan – Directors inspired to engage and create the new future
§ Reducing customer complaints – Bank – enhancement in the timeliness and form of provision of information created a reduction in complaints by 98% and queries by 90%, and speed of resolution increased from days to hours.
§ Customer communication - Bank – creatinging an easy way for customers to provide clear, unambiguous information in a form that could also be processed automatically.
§ Customers feel “heard and valued” – Bank – changing the way the customers perceived the service through analysis of their experience of the service, and providing clear feedback of the process as it was progressing.
For more information Contact us at Corporate@modelminds.com or call 01753 883433 from UK or 0044 1753 883433 from outside UK