AFC podcast explores the power of customer service in asset finance

In the latest episode of the Asset Finance Connect Equipment Finance Podcast, sponsored by Alfa, Richard O’Donohue is joined by Kirstine Wilson, a seasoned asset finance leader and PhD researcher at Lancaster University Management School, to explore the often-overlooked topic of customer service.

Although every business claims it’s a priority, customer service is rarely discussed in depth within the asset finance industry. Kirstine argues that now more than ever, it must move to the top of the agenda.

“We all say customer service is important, but do we really understand it?” she asks.

Kirstine explains that great service is both a strategic differentiator and a commercial necessity. In a mature, commoditised market, it drives retention, reduces cost of sale, and builds long-term profitability.

The discussion examines how service should be measured – going beyond traditional Net Promoter Scores to include speed, ease, and reliability – and why leadership and culture are the most critical enablers of genuine customer focus.

AI also enters the conversation as both an opportunity and a challenge. Done well, it can enhance efficiency and responsiveness; done poorly, it risks removing the human touch that customers still value most.

Kirstine concludes with a clear message: “Be sure of what you’re offering, do it well, and do it consistently.”

Listen to the full episode on the AFC website. Also available on Apple Podcasts, Spotify, YouTube, and Amazon Music.