Jun 23 | 2016

Your voice. Our compass.

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16-202 Social Bank_smallHow 25 years of customer input has driven our growth and success

We’ve been very busy here at FCT as of late. After all, it is our 25th anniversary in Canada and there is so much to celebrate, right across the country. I invite you to use the hashtag #FCTcelebrates25 to participate in the fun on social media or to find out more about upcoming festivities.

Although we are beyond proud of this milestone, I’m not alone in recognizing that we didn’t get this far on our own. Without the support of our customers and their direct, honest feedback, we would not have been able to grow and evolve as we have — nor would we have been able to achieve the level of success we’ve enjoyed for over two and a half decades now.

But that’s not to say that the road to success has always been completely smooth. I can assure you there have been plenty of bumps along the way, and that’s okay. I firmly believe that there can be an even greater opportunity to learn from mistakes and challenges than solely from triumphs.

“Failure is only a temporary change in direction to set you straight for your next success.”
Denis Waitley

Because we realize how important a role our customers play in directing our products and services (and ultimately their own satisfaction), several years ago we decided to create a new position specifically to listen to the collective voice of our customers — a position quite different from anything else we were seeing in the industry at that time: Chief Customer Officer.

Today, this demanding role is held by Colleen Reitzel, who has a mandate to ensure customer input continues to facilitate change and innovation at FCT. It’s about listening to feedback surrounding customer experiences and understanding what customers expect from our products and services.

We want you to know that we’re listening whether it’s a compliment . . . or a challenge.

“The ear of the leader must ring with the voices of the people.”
Woodrow Wilson

So as we continue to celebrate this wonderful milestone, we want to drive home the idea that your voice has always mattered to every employee at FCT and always will, well beyond our next milestone, in fact. If you have ideas, questions or concerns, please reach out to me or Colleen Reitzel directly, or feel free to leave a comment below.

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