We partnered with the claims leadership team of this global insurer to deliver a market-differentiating commitment to customer service. Their aspirations were crystallised in a written Client Commitment to treat each customer as an individual with a specific and unique requirement, rather than focusing on policy and process. Our work with them:
Ignited passion and purpose in the leadership team.
Mobilised people across the function through participative workshop sessions
Maintained momentum by using ‘champions’ to share inspirational stories, by communicating to ensure ongoing awareness and recognition, and by aligning performance management.
By seeing the leadership team listening and providing direction, coaching in the moment and showing their vulnerability, people rapidly shifted from questioning the Commitment to demonstrating it in how they connected to their customers and how they worked and made decisions.
The following year’s Net Promoter Scores and Employee Engagement data rose above company average.