Zurich is a global brand with a rich heritage, and a reputation built on keeping its promise of helping customers protect the things they value. However, in the fiercely competitive UK insurance market, the brand was struggling to deliver a differentiated service. There was a danger that the pressure to sell was creating an internal culture where the wants and needs of the customer weren’t always first and foremost. This was at odds with Zurich’s brand promise and the customer experience they wanted to deliver.
With regulatory pressure on the industry increasing, to ensure compliance, many of Zurich’s competitors were turning to a heavily-scripted approach to interacting with customers. This created an opportunity for a brand that offered a natural, personalised experience to really stand out.
By reaffirming their brand promise internally, and ensuring customers were at the heart of the business, Zurich recognised that they could deliver truly market-leading customer service. They set the wheels in motion with a number of initiatives to change their internal culture and processes, which started to improve customer satisfaction. However, the critical touch point of employees’ interactions with customers still needed improvement. That’s where our innovative employee training and engagement methods came in.